The Role of Repair Strategies in Miscommunication During Video Conference Calls
Keywords:
repair strategies, miscommunication, video conference, conversation analysis, technology-mediated communicationAbstract
This study examines the role of repair strategies in miscommunication during video conference calls through a quantitative investigation of 100 video conference meetings recorded (with consent) and analyzed for miscommunication episodes and repair strategy effectiveness. Grounded in Repair Organization in Conversation (Schegloff et al., 1977) + Media Richness Theory (Daft & Lengel, 1986), the research investigates the linguistic mechanisms underlying this phenomenon. Miscommunication episodes occurred 2.4x more frequently in video conferences than face-to-face meetings. Most common causes: audio lag (34%), multitasking distraction (28%), screen-sharing focus displacement (22%), cultural/linguistic barriers (16%). Self-initiated self-repair was most efficient (mean resolution: 8 seconds) while other-initiated other-repair was slowest (34 seconds). 'Can you repeat that?' was the most common repair initiation (42%) but least effective. Regression: repair strategy type (Beta=0.34), technology quality (Beta=0.28), meeting size (Beta=-0.22) explained 40% of variance in communication clarity. The findings provide theoretical contributions and practical implications for business communication, organizational policy, and professional practice.
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