As more and more people use computers for communicating, the behavioral and societal effects of computer-mediated communication are becoming critical research topics. This article describes some of the issues raised by electronic communication, illustrates one empirical approach for investigating its social psychological effects, and discusses why social psychological research might contribute to a deeper understanding of computer-mediated communication specifically and of computers and technological change in society more generally. One objective of our research is to explore how people participate in computer-mediated communication and how computerization affects group efforts to reach consensus. In experiments, we have shown differences in participation, decisions, and interaction among groups meeting face to face and in simultaneous computer-linked discourse and communication by electronic mail. We discuss these results and the design of subsequent research to highlight the many researchable social psychological issues raised by computing and technological change. Computer technologies are improving so swiftly these days that few of us comprehend even a small part of the change. Computers are transforming work and, in some cases, lives. Whether eager for this or resistant, many people believe the organizational, social, and personal effects of computers will be deeply felt (De Sola Poole, 1977; Hiltz & Turoff, 1978; Kling, 1980). Today, no one can predict in any detail the nature of the transformations that computers will bring, but one aspect of life that will certainly be affected is communication. The use of electronic mail and messages, long-distance blackboards, computer bulletin boards, instantaneously transferable data banks, and simultaneous computer conferences is reportedly advancing "like an avalanche" (Stockton, 1981; also see Kraemer, 1981). The U.S. federal judiciary, for example, is using electronic mail to speed the circulation of appellate opinion drafts among panels of judges (Weis, 1983). Computer conferences are being used for such legal proceedings as admission of evidence, trial scheduling, giving parties access to documents, and expert interrogation (Bentz & Potrykus, 1976; "Party-Line Plea," 1981). Other government agencies, such as the Department of Defense, as well as private firms, such as Westinghouse Corporation and Xerox Corporation, and some universities, use computer-mediated communication extensively for both routine transfer of data and nonroutine interpersonal communication and project work (e.g., Licklider & Vezza, 1978; U.S. Department of Commerce, 1977; Wang Corporation, 1982). Computer-mediated communication was once confined to technical users and was considered somewhat arcane. This no longer holds true. Computer-mediated communication is a key component of the emerging technology of computer networks. In networks, people can exchange, store, edit, broadcast, and copy any written document. They can send data and messages instantaneously, easily, at low cost, and over long distances. Two or more people can look at a document and revise it together, consult with each other on critical matters without meeting together or setting up a telephone conference, or ask for and give assistance interactively (Hiltz & Turoff, 1978; Williams, 1977). Networks, and hence computer-mediated communications, are proliferating at a tremendous rate. In addition to the older long-distance networks that connect thousands of scientists, professionals, and managers (e.g., the Department of Defense's ARPANET, GTE's TELENET), there are more and more local-area networks that link up computers within a region, city, or organization (e.g., Nestar System's CLUSTERBUS, Xerox's ETHERNET, Ford Aerospace's FLASHNET, and Wang Laboratories' WANGNET). Stimulating this growth are the decreasing costs and the advantages of networks over stand-alone systems, such as sharing high-speed printers and access to a common interface for otherwise incompatible equipment. The future of this technology cannot be foretold, but it is far from arcane. The functions and impact of computer-mediated communication are still poorly understood. Critical information (such as who uses it for what purposes) October 1984 • American Psychologist Copyright 1984 by the American Psychological Aisociation, Inc. Vol. 39, No. 10, 1123-1134 1123 is lacking, and the social psychological significance is controversial (see, e.g., Turoff, 1982). Computers could make communication easier, just as the canning of perishables and the development of can openers made food preparation easier, or they could have much more complex implications. For instance, access to electronic communication may change the flow of information within organizations, altering status relations and organizational hierarchy. When a manager can receive electronic mail from 10,000 employees, what happens to existing controls over participation and information? When people can publish and distribute their own electronic newspaper at no cost, does the distribution of power change too? When communication is rapid and purely textual, do working groups find it easier or harder to resolve conflict? These unanswered questions illustrate that, although the technology may be impressive, little systematic research exists on its psychological, social, and cultural significance. Given such conditions it seems sensible to try to understand the fundamental behavioral, social, and organizational processes that surround computer-mediated communication. We believe that ideas and approaches from social psychology and other areas of behavioral science can be applied to these questions. This article is meant to describe some of the issues raised by electronic communication; to illustrate, from our own work, one empirical approach for investigating them; and to show why social psychological research might contribute to a deeper understanding of electronic communication specifically and of computers and technological change in society more generally. We begin by citing some existing research on computer-mediated communication. Most of this research addresses the technical capabilities of the electronic technologies. Next, we consider the possible social psychological impact, and we discuss some hypotheses and some possible implications for the outcomes of communication. Finally, we describe some of our own experiments on social psychological aspects of computer-mediated communication, using these to indicate potential lines of future research.

Social psychological aspects of computer-mediated communication

Several theories and much experimental research on relational tone in computer-mediated communication (CMC) points to the lack of nonverbal cues in this channel as a cause of impersonal and task-oriented messages. Field research in CMC often reports more positive relational behavior. This article examines the assumptions, methods, and findings of such research and suggests that negative relational effects are confined to narrow situational boundary conditions. Alternatively, it is suggested that communicators develop individuating impressions of others through accumulated CMC messages. Based upon these impressions, users may develop relationships and express multidimensional relational messages through verbal or textual cues. Predictions regarding these processes are suggested, and future research incorporating these points is urged.

Interpersonal Effects in Computer-Mediated Interaction: A Relational Perspective

A field study of middle- and upper-level managers was undertaken to explain managers' selection of communication media. The findings indicate that media vary in their capacity to convey information cues. Managers prefer rich media for ambiguous communications and less rich media for unequivocal communications. The data suggest that high performing managers are more sensitive to the relationship between message ambiguity and media richness than low performing managers. Implications for managers' use of information systems and electronic media are discussed.

Message equivocality, media selection and manager performance: implications for information systems

Social psychological aspects of computer-mediated communication.

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https://link.springer.com/content/pdf/10.1057%2Fjors.1974.92.pdf

The Nature of Managerial Work

Abbreviated Contents Figures and Tables Preface Introduction and Examples Concepts Relevant to Information Behavior Models, Paradigms, and Theories in the Study of Information Behavior Methods for Studying Information Behavior Research Results and Reflections Appendix: Glossary Appendix: Questions for Discussion and Application References Index

Looking for Information: A Survey of Research on Information Seeking, Needs and Behavior

Question: How have theorists and empirical researchers treated the human tendency to avoid discomforting information?

Data Sources: A historical review (1890–2004) of theory literature in communication and information studies, coupled with searches of recent studies on uptake of genetic testing and on coping strategies of cancer patients, was performed.

Study Selection: The authors' review of the recent literature included searches of the MEDLINE, PsychInfo, and CINAHL databases between 1992 and summer of 2004 and selective, manual searches of earlier literature. Search strategies included the following subject headings and key words: MeSH headings: Genetic Screening/psychology, Decision Making, Neoplasms/diagnosis/genetics/psychology; CINAHL headings: Genetic Screening, Genetic Counseling, Anxiety, Decision Making, Decision Making/Patient; additional key words: avoidance, worry, monitoring, blunting, cancer. The “Related Articles” function in MEDLINE was used to perform additional “citation pearl” searching.

Main Results: The assumption that individuals actively seek information underlies much of psychological theory and communication practice, as well as most models of the information-seeking process. However, much research has also noted that sometimes people avoid information, if paying attention to it will cause mental discomfort or dissonance. Cancer information in general and genetic screening for cancer in particular are discussed as examples to illustrate this pattern.

Conclusion: That some patients avoid knowledge of imminent disease makes avoidance behavior an important area for social and psychological research, particularly with regard to genetic testing.

/pdf/avoiding-versus-seeking-the-relationship-of-information-1krfnlb7ik.pdf

Avoiding versus seeking: the relationship of information seeking to avoidance, blunting, coping, dissonance, and related concepts.

Electronic Message Systems in the University: A Description of Use and Utility

Focuses on the topics of information seeking, information behavior and information practices. This title covers such topics as: the nature of information, information needs and uses, sensemaking, information avoidance, communication among scientists and scholars, relevant social and psychological theories, and applicable research methodologies.

Looking for Information

Previous literature on the information needs and uses of historians has tended to focus on the use of libraries and specific types of materials, rather than on the motivations for, and results of, such use. Yet understanding this prior process of historical inquiry might help us to develop improved services and facilities for scholars. A study of twenty American historians was conducted in order to better understand the nature of research in history. Respondents were asked about their choice of research topics, specific projects in progress, use of archives, categorization of materials collected, writing habits, and use of computers. Interviews were tape-recorded, transcribed, and analyzed using standard, qualitative techniques. The results are discussed in the light of previous investigations of historians and the published statements of classification experts regarding the organization of historical knowledge. Suggestions for future study of historians are offered, and implications for libraries are exp...

Donald O. Case

Papers

Looking for Information: A Survey of Research on Information Seeking, Needs and Behavior

Avoiding versus seeking: the relationship of information seeking to avoidance, blunting, coping, dissonance, and related concepts.

Electronic Message Systems in the University: A Description of Use and Utility

Looking for Information

The Collection and Use of Information by Some American Historians: A Study of Motives and Methods