Early in the pandemic, I used Zoom and other video-chat platforms like never before. For me it was mostly social, not work-related: a way to see and stay in touch with family and friends when I wasn’t meeting them in person. I soon noticed ways the technology compromised communication.
Take back-channelling. This is when we say things like mm, yeah, and whoa to convey, minimally, that we’re listening, that we agree, that the speaker should continue their conversational turn, and so on. Back-channelling didn’t work well in some apps, because the timing was slightly out of sync or because the sounds briefly dominated the audio, interfering with the speaker instead of supporting them.
Such problems are not new, but they are newly prevalent. How to tackle them depends on the context: the technology, the conversation type, the people involved, and so on. One thing I did was reduce my back-channelling noises; in their place I nodded more often and more visibly and used more facial expressions.
I also made visual reaction cards based on popular emoji: