An experimental test of the effects of online and face-to-face feedback on self-esteem

Abstract

This study investigated the effect of receiving confirming vs. disconfirming feedback to individuals’ self-disclosure on their self-esteem, the role of giving reciprocal feedback in this relationship, and how these effects differ between online and face-to-face communication. Using a two (communication mode: online vs. face-to-face) by two (feedback valence: confirming vs. disconfirming) between-subjects experiment, we found that feedback had a significant indirect effect on self-esteem, through the receiver’s reciprocal feedback. This indirect effect of feedback differed in online communication from offline: In online communication, participants reciprocated negative feedback when they received it, more than in face-to-face communication. The reciprocal feedback enhanced their self-esteem in online communication, but not in face-to-face communication. Although people tend to respond more negatively to negative comments in online conversations, the process, overall, boosts rather than hinders their self-esteem.