Comparing uncertainty reduction in face-to-face and computer-mediated communication: A social information processing theory perspective

Social Information Processing Theory (SIPT; Walther, 1992) posits that the lack of nonverbal cues in computer-mediated communication (CMC) poses challenges for accomplishing interpersonal goals using this channel. However, the theory assumes that individuals can find ways to overcome this limitation and that goals can be accomplished equally well in CMC as in face-to-face (FtF). One interpersonal goal that previous CMC research has examined is uncertainty reduction (Tidwell & Walther, 2002; Westerman & Tamborini, 2005, 2006). Consistent with SIPT, past research has shown that people can reduce uncertainty in both CMC and FtF (Westerman & Tamborini, 2006), and that one way people overcome the lack of nonverbal cues is by asking more questions and disclosing more in CMC (Tidwell & Walther, 2002).; Although past studies have examined uncertainty reduction in both CMC and FtF, these studies have not examined SIPT processes over time. The current study was designed to examine the uncertainty reduction process in CMC and FtF over time, by addressing the two main assumptions of SIPT. To this end, patterns of uncertainty before, during, and after fifteen minute interactions in FtF and CMC were examined. Patterns of interactive uncertainty reduction strategy use across condition were examined over time due to their expected potential to reduce uncertainty. Two additional CMC with avatar conditions manipulated the informativeness of an avatar used in interaction to examine the role avatars play in circumventing the lack of nonverbal information in CMC. In order to examine SIPT processes for uncertainty reduction an experiment was designed comparing patterns of uncertainty and IURS use across mode. One hundred and twenty-four participants interacted with a stranger in one of four conditions: FtF, CMC-no avatar, or one of two CMC with avatars conditions in which the informativenss of the avatar differed (CMC-high informativeness or CMC-low informativeness). After a fifteen minute interaction with their partner, participants filled out measures of uncertainty (Parks & Floyd, 1996) about their partner, as well as measures of other judgments related to uncertainty. Then participants recorded their own certainty minute by minute throughout the interaction using a form of protocol analysis (while reviewing their interaction to aid recall). Finally, trained coders reviewed the transcripts and coded the frequency and type of IURS use minute by minute throughout the interaction.; Consistent with predictions of SIPT, uncertainty levels began higher in CMC than FtF, although the gap between the two channels appears to narrow as time elapses. Patterns of uncertainty did not differ across communication modes over time as expected. Instead, the patterns of uncertainty for CMC and FtF interaction were very similar. However, as predicted, IURS use in FtF appeared to start high, quickly drop, and then level off, whereas IURS use in CMC started high but dropped more slowly, and was always lower than FtF use as predicted by channel restrictions. Finally, the use of avatars in the study did not have strong effects on CMC interactions. These findings are discussed, as are potential limitations of the study. Last, the study's implications for future research are discussed, considering questions both old and new for CMC.