Straight Talk: Delivering Bad News through Electronic Communication

Stephanie Watts Sussman and Lee Sproull
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Stephanie Watts Sussman: Case Western Reserve University, Weatherhead School of Management–MIDS, 10900 Euclid Avenue, Cleveland, Ohio 44106
Lee Sproull: Boston University School of Management–MIS, 595 Commonwealth Avenue, Boston, Massachusetts 02215

Information Systems Research, 1999, vol. 10, issue 2, 150-166

Abstract: Delivering bad news can be an unpleasant task, therefore people often either postpone it or mitigate its effect through positive distortion. However, delivering (and receiving) timely and accurate negative information can be critical for performance improvement and organizational learning. This paper investigates the possibility that computer-mediated communication can increase honesty and accuracy in delivering negative information that has personal consequences for the recipient. In a laboratory experiment, 117 participants delivered positive or negative personally-consequential information to a “student” (confederate) using one of three types of media: computer-mediated communication, telephone, or face-to-face conversation. Participants distorted negative information less, i.e., were more accurate and honest, when they used computer-mediated communication than face-to-face or telephone communication. There was no difference in distortion of positive information across media conditions. Participants also reported higher levels of satisfaction and comfort in the computer-mediated communication situation. The perceived quality of the relationship mediated the impact of medium on satisfaction, but not on distortion.

Keywords: Computer-Mediated Communication; Information Distortion; Dyadic; Laboratory Experiment (search for similar items in EconPapers)
Date: 1999
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Citations: View citations in EconPapers (11)

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Persistent link: https://EconPapers.repec.org/RePEc:inm:orisre:v:10:y:1999:i:2:p:150-166

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