Exploring Barriers and Supports to Using Computer-Mediated-Communication to Establish Trust Between Virtual Workers

Advances in computer-mediated-communications removed geographic and temporal boundaries between workers, which enabled organizations to use virtual workers. Prior research has shown that virtual workers prefer text-based communication (e.g., email and instant messaging). However, text-based communications may reduce social presence and the exchange of information that can be used to establish or maintain trust between virtual workers. The literature provides information about the role trust plays in the virtual work environment and how communication is needed to establish trust. However, the literature does not provide information about common barriers or supports virtual workers experience using computer-mediated-communication to establish trust with their virtual co-workers. This study was designed to explore the common barriers and supports using a basic qualitative research design. Guided interview questions were used. The sample included participants with a minimum of two years of virtual work experience in the United States. Eleven participants ( n = 11) were interviewed. Interviews were transcribed and analyzed in two cycles. The first coding cycle included attribute coding, structural coding, and descriptive coding were completed. Pattern coding was completed during the second cycle. Seven patterns were found: (a) Instant messaging access was inconsistent; (b) text-based communication didn't convey tone; (c) instant messaging replaced visibility; (d) response times created misperceptions; (e) text-based messaging was used for work and nonwork communication; (f) organizations supported text-based communication, trust reduced misperceptions during text-based communications. Findings imply that organizations need to consider structure for instant messaging systems used and that organizations need to consider the role trust plays in supporting the use of computer-mediated-communication between virtual workers.