In modern organizations, new communication channels are reshaping the
way in which people get in touch, interact and cooperate. This paper, adopting an
experimental economics framework, investigates the effect of different communication
channels on promise-making and promise-keeping in an organizational context.
Inspired by Ellingsen and Johannesson (Econ J 114:397–420, 2004), five experimental
treatments differ with respect to the communication channel employed to solicit
a promise of cooperation, i.e., face-to-face, phone call, chat room, and two different
sorts of computer-mediated communication. The more direct and synchronous (faceto-face,
phone, chat room) the interpersonal interaction is, the higher the propensity of
an agent to make a promise. Treatment effects, however, vanish if we then look at the
actual promise-keeping rates across treatments, as more indirect channels (computermediated)
do not perform statistically worse than the direct and synchronous channels

• The effect of communication channels on promise-making and promise-keeping: experimental evidence