Asynchronous computer-mediated communication (CMC) is vital for collaboration among distributed and virtual teams, with email the most common mode. Yet paradoxically email is a key source of work stress. Alternative modes of CMC ought to be evaluated as to whether they are more effective. This study contributes to this need by evaluating voice notes as a ‘richer’ CMC mode. In an online experiment (N=793) we test the causal effect of changing CMC mode from email to voice note for hypothetical manager communications. Measuring interpretation bias (IB), we find using voice notes conditionally reduces negative interpretations. Benefits are conditional on the capacity to reduce ambiguity in messages, providing heterogeneous results. When CMC mode is unable to reduce ambiguity, negative IB actually increases for certain groups (men and those with higher stress). However, for women and those with lower stress, voice notes have only positive or neutral effects. • First experimental study to evaluate voice notes (as distinct from voicemail) as an asynchronous computer-mediated communication mode for workplaces. • Results are based on a preregistered online experiment with 793 working-age participants. • Findings show that voice notes reduce negative interpretation bias compared to email when they lower message ambiguity, but may increase negative bias when ambiguity is not reduced. • Women generally benefit more from voice notes, while men and individuals with high stress can interpret them more negatively. • Advances research on media richness and synchronicity theories while offering actionable guidance for managers on when voice notes can improve communication
Cunningham et al. (Sun,) studied this question.