In lieu of visual cues we rely on voice

In the 1960s, sociologist Erving Goffman described communication as a system of intentional and unintentional expressions. Speaking, eye-contact, and smiling are intentional expressions we make when we interact with others. Non-verbal cues in our body language make up the unintentional expressions. Both are especially important when we collaborate: Body language helps pace what we say, gauge interest, and ensure understanding.

In lieu of visual cues we rely on voice. The inflection of words, pace of speech, pauses for response. This is most obvious on the phone, a tool that augments our voice in a tremendously powerful way. Voice conversations can be had anywhere over nearly any distance, instantaneously.

Video takes this further. Visuals enhance both intentional and unintentional expressions of the speaker and listener: Gauging reactions, showing our surroundings, presenting things. Yet despite this, videoconferencing is not always the killer app for business it was designed to be…