Why Do Users Like Video? Studies of Multimedia-Supported Collaboration

Three studies of collaborative activity were conducted as part of research in developing multimedia technology to support collaboration. One study surveyed users’ opinions of their use of video conference rooms. Users indicated that the availability of the video conference rooms was too limited, audio quality needed improvement, and a shared drawing space was needed. A second study analyzed videotapes of a work group when meeting face-to-face, video conferencing, and phone conferencing. The analyses found that the noticeable audio delay in video conferencing made it difficult for the participants to manage turn-taking and coordinate eye gazes. In the third study, a distributed team was observed under three conditions: using their existing collaboration tools, adding a desktop conferencing prototype (audio, video, and shared drawing tool), and subtracting the video capability from the prototype. Data was collected by videotaping the team, interviewing the team members individually, and recording the teams’ usage of the phone, electronic mail, face-to-face meetings, and desktop conferencing. The team’s use of the desktop conferencing prototype dropped dramatically when the video capability was taken away. Analysis of the videotape records showed that the video channel was used to help mediate their interaction and convey visual communication. Desktop conferencing substituted for e-mail usage and perhaps substituted for shorter, two-person meetings.