Attempts to encourage diplomacy in online interactions: three informative failures

Online discussions about controversial topics seem more prone to misunderstanding and even polarization than similar discussions held face-to-face. Recent research uncovered an important reason why: certain behaviors that are used to communicate diplomacy and tact in face-to-face discussions – specifically, responsiveness and ambiguity – are more difficult to enact online. To improve online interaction experiences and understand the underlying mechanisms better, we ran three exploratory studies in which we tried to manipulate these diplomatic behaviors in online and face-to-face conversations.
Study 1 and 2 aimed to increase ambiguity and responsiveness in online environments to test whether it would result in increased experiences of solidarity. To this end, Study 1 (N = 68, repeated measures) compared a regular chat function with a chat function in which interaction partners saw each other’s typing in real time. In Study 2 (N = 74, repeated measures), we introduced a keyboard that allowed participants to make interjecting sounds alongside text-based communication. In contrast, Study 3 (N = 105, repeated measures) aimed to reduce responsiveness and ambiguity in face-to-face discussion to test whether this would hamper participants’ ability to navigate disagreements while maintaining solidarity. We asked participants about their conversational experiences both quantitatively and qualitatively in all studies.
In none of the studies, we found the expected effects. The qualitative analyses of participant’s behavior and commentary gave some insights into the reasons. Participants compensated for and/or distanced themselves from the manipulations. These behavioral adaptations all seemed to be socially motivated. We conclude by offering recommendations for research into online polarization.

相较于面对面开展的同类讨论，围绕争议性话题展开的线上讨论似乎更容易引发误解，甚至加剧观点极化。近期的研究揭示了其中一项重要诱因：在面对面讨论中用于体现沟通圆通与得体性的部分行为——具体而言即互动响应性与语义模糊性——在线上场景中更难得以实施。为优化线上互动体验并更深入地理解其底层运行机制，我们开展了三项探索性研究，尝试在线上及面对面对话中操控上述圆通沟通行为。

研究1与研究2旨在提升线上场景中的语义模糊性与互动响应性，以验证此举是否能够增强参与者间的同体感。为此，研究1（N=68，采用重复测量设计）对比了常规聊天功能与可让互动双方实时查看对方打字内容的聊天功能。研究2（N=74，采用重复测量设计）则引入了一款支持参与者在文本沟通之余添加插话音效的键盘。与之相对，研究3（N=105，采用重复测量设计）旨在削弱面对面讨论中的互动响应性与语义模糊性，以验证此举是否会阻碍参与者在维持同体感的同时应对分歧的能力。所有研究均从定量与定性两个维度收集了参与者对自身对话体验的反馈。

三项研究均未观测到预期的实验效应。针对参与者行为与评论的质性分析为探究背后原因提供了若干视角：参与者均对实验操控进行了补偿性调整，或主动与操控设置保持了距离。所有这些行为调适均出于社交动机。最后，我们就线上极化相关研究提出了若干建议。