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Straight Talk: Delivering Bad News through Electronic Communication

Author

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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)

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.

Suggested Citation

  • Stephanie Watts Sussman & Lee Sproull, 1999. "Straight Talk: Delivering Bad News through Electronic Communication," Information Systems Research, INFORMS, vol. 10(2), pages 150-166, June.
    • Handle: RePEc:inm:orisre:v:10:y:1999:i:2:p:150-166
    DOI: 10.1287/isre.10.2.150
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    References listed on IDEAS

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    Cited by:

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    3. Chen, Peng-Ting & Kuo, Shu-Chen, 2017. "Innovation resistance and strategic implications of enterprise social media websites in Taiwan through knowledge sharing perspective," Technological Forecasting and Social Change, Elsevier, vol. 118(C), pages 55-69.
    4. Jeffrey Roberts & David Wasieleski, 2012. "Moral Reasoning in Computer-Based Task Environments: Exploring the Interplay between Cognitive and Technological Factors on Individuals’ Propensity to Break Rules," Journal of Business Ethics, Springer, vol. 110(3), pages 355-376, October.
    5. Lee, Sanghyun & Dubinsky, Alan J. & Kim, Juyoung, 2013. "Measuring mediating factors in the use of interpersonal sensitivity in organizations," Journal of Business Research, Elsevier, vol. 66(9), pages 1285-1291.
    6. Kurtzberg, Terri R. & Naquin, Charles E. & Belkin, Liuba Y., 2005. "Electronic performance appraisals: The effects of e-mail communication on peer ratings in actual and simulated environments," Organizational Behavior and Human Decision Processes, Elsevier, vol. 98(2), pages 216-226, November.
    7. Barwitz, Niklas & Maas, Peter, 2018. "Understanding the Omnichannel Customer Journey: Determinants of Interaction Choice," Journal of Interactive Marketing, Elsevier, vol. 43(C), pages 116-133.
    8. Verhagen, Tibert & Meents, Selmar, 2007. "A Framework for Developing Semantic Differentials in IS research: Assessing the Meaning of Electronic Marketplace Quality (EMQ)," Serie Research Memoranda 0016, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
    9. John R. Carlson & Joey F. George & Judee K. Burgoon & Mark Adkins & Cindy H. White, 2004. "Deception in Computer-Mediated Communication," Group Decision and Negotiation, Springer, vol. 13(1), pages 5-28, January.
    10. Schaerer, Michael & Kern, Mary & Berger, Gail & Medvec, Victoria & Swaab, Roderick I., 2018. "The illusion of transparency in performance appraisals: When and why accuracy motivation explains unintentional feedback inflation," Organizational Behavior and Human Decision Processes, Elsevier, vol. 144(C), pages 171-186.
    11. Kent Marett & Joey F. George, 2013. "Barriers to Deceiving Other Group Members in Virtual Settings," Group Decision and Negotiation, Springer, vol. 22(1), pages 89-115, January.

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