Examining the quality of social support messages produced face-to-face and in computer-mediated communication: The effects of hyperpersonal communication

Rains, Stephen A.; Akers, Chelsie; Pavlich, Corey A.; Tsetsi, Eric; Appelbaum, Michael

doi:10.1080/03637751.2019.1595076

Cited by 15 publications

(6 citation statements)

References 35 publications

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“…Thirdly, from the social interpersonal and instrumental networking perspective, mutual assistance is the most accessible (either actively or passively) manifestation of cordiality and friendliness for virtual team members to manage their impressions and interpersonal relationship in the workplace. Indeed, empirical findings reveal that help seekers will make more polite requests (Duthler, 2006 ), and the help providers will modestly offer a higher-quality solution (Rains et al, 2019 ) in CMC settings compared to face-to-face settings. Therefore, mutual assistance is selected as the representative behaviour of hyperpersonal communication theory to explain the variety of employees’ perceptions of team cohesiveness and effectiveness in the following sections.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Any requests for help can be made through emails that are “carefully edited, formal and linguistically complex” (Herring, 2002 , p.115), at least not looking “stupid” or “naïve”. Meanwhile, other team members can provide help more effectively and with higher quality (Rains et al, 2019 ), and such help is expectedly more desirable, appreciative and beneficial to perceived team cohesiveness.…”

Section: Hypothesis Developmentmentioning

confidence: 99%

“…According to van der Vegt et al ( 2001 ), task interdependence can be improved through the frequency of interaction of mutual support. Team members will be more confident to confront any challenges in the workplace as they get support from others, especially receiving a higher-quality solution in CMC settings (Rains et al, 2019 ).…”

Section: Hypothesis Developmentmentioning

confidence: 99%

See 2 more Smart Citations

Strengthening perceptions of virtual team cohesiveness and effectiveness in new normal: A hyperpersonal communication theory perspective

Cai

2023

Asian Bus Manage

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In the post-pandemic era, many team management challenges arise in multinational organisations along with the pervasion of virtual teamwork collaboration, such as workplace isolation (an unsatisfied need for belongingness). However, little is known about the psychological mechanisms required for solving this context-specific challenge by strengthening virtual team cohesiveness and effectiveness. Accordingly, this study adopts the hyperpersonal communication theory derived from Walther’s hyperpersonal model of computer-mediated communication (CMC) to provide an alternative theoretical explanation to understand better how individuals perceive their team cohesiveness and effectiveness in the specific CMC setting. Supported by 549 valid responses, I illuminate how mutual assistance as a typical interaction among CMC team members cultivates benevolent norms and facilitates members’ perceptions of team cohesiveness and effectiveness. More importantly, this study opens the door for future research on management interventions that can help enhance team cohesiveness and effectiveness at the individual perception level. Supplementary Information The online version contains supplementary material available at 10.1057/s41291-023-00225-6.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Hypothesis Developmentmentioning

confidence: 99%

Section: Hypothesis Developmentmentioning

confidence: 99%

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Strengthening perceptions of virtual team cohesiveness and effectiveness in new normal: A hyperpersonal communication theory perspective

Cai

2023

Asian Bus Manage

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“…Feedback between these processes then contributes to self-reinforcing cycles. However, studies also suggest that CMC can intensify negative perceptions; for example, when others disclose personal problems (Rains et al, 2019) or respond to disclosures with low quality support (High & Solomon, 2014).…”

Section: Characteristics Of Negatively Perceived Emailsmentioning

confidence: 99%

Hypernegative Interpretation of Negatively Perceived Email at Work

Sillars

Zorn

2020

Management Communication Quarterly

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Extensive commentary cautions about the consequences of poor email etiquette, including emotional miscommunication and conflict escalation at work. This research considers the role of the receiver in negative email exchanges. Participants identified examples of negatively perceived emails received from coworkers, provided the text of these emails, and reported their perceptions and accounts of the messages. Results document a negative intensification bias in receiver perceptions of emails. Receivers perceived the emails more negatively than did observers, and receiver ratings had only weak relationships to characteristics of messages, including negative language and flaming. Negative intensification bias occurred more in poor communication climates and among individuals in subordinate positions. Qualitative results highlight the potential for ambiguous emails to be perceived in multiple ways leading to unanticipated consequences.

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“…In addition to face-to-face (FtF) interaction, the expanded repertoire of communication channels prompted research into how and why people use CMC (rather than FtF) for support-seeking (e.g., Lim et al, 2013; also see Rains & Wright, 2016). Investigation into this question is important because the modality of the supportive interaction (e.g., FtF vs. texting) is directly associated with the quality of support the seeker will receive (Rains et al, 2019; Youngvorst & High, 2018). Support seekers have inherent control over which channel they use to seek assistance.…”

mentioning

confidence: 99%

Texting or face-to-face for support-seeking in romantic relationships: The role of affordances and attachment

Chen

2023

Journal of Social and Personal Relationships

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Support-seeking, a critical and strategic function of close relationships, is increasingly practiced via texting. Guided by attachment theory and an affordance-centric approach, this study investigated to what extent individuals in a romantic relationship would use texting and face-to-face for support-seeking, and what stimulates their interest in mediated support-seeking. A survey of college students in exclusive romantic relationships ( N = 211) found that several affordances (i.e., accessibility, the availability of social cues, and conversation control) were associated with varying levels of interest in texting or face-to-face for support-seeking. Both accessibility and the availability of social cues were perceived as less important by avoidant individuals, which was related to a lack of interest in texting and face-to-face interactions for support-seeking. Anxious individuals valued the availability of social cues more, which led to a greater interest in face-to-face interactions when seeking assistance. These findings contribute to a better understanding of support-seeking behavior in today’s mediated world.

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Examining the quality of social support messages produced face-to-face and in computer-mediated communication: The effects of hyperpersonal communication

Cited by 15 publications

References 35 publications

Strengthening perceptions of virtual team cohesiveness and effectiveness in new normal: A hyperpersonal communication theory perspective

Strengthening perceptions of virtual team cohesiveness and effectiveness in new normal: A hyperpersonal communication theory perspective

Hypernegative Interpretation of Negatively Perceived Email at Work

Texting or face-to-face for support-seeking in romantic relationships: The role of affordances and attachment

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