Support at Our Fingertips: An Experimental Comparison of In-Person, Video, Voice and Text-Based Support

Digital forms of communication afford users unprecedented access to supportive others during times of need. Yet there has been little experimental research that compares the nature and effectiveness of informal support provided through digital communication. In this lab-based experiment, 348 female young adults took part in a stressful task and were randomly assigned to receive support from a close female friend through (1) in-person communication, (2) video calling, (3) voice calling, (4) text messaging, or (5) a no-support control condition. In-person, video and voice communication resulted in similar perceived levels of received support, satisfaction with support, and affective outcomes of support. However, participants who received support through texting reported significantly lower positive affect and less laughter and smiling (compared to all other forms of communication). Text message support was also perceived as less empathetic and resulted in lower satisfaction (compared to in-person communication). The present study replicates and extends past research by identifying specific ways in which text-based support may fall short. In both research and clinical contexts, more work is needed to optimize this popular and convenient platform for the provision of social support.