Changing participation in web conferencing: the shared computer screen as an online sales interaction resource

Abstract

This article explores the increasing digitalization of workplace communication. Drawing on the material environment in a complex, technology-mediated workplace environment, the article investigates how remote sales interaction is constructed and managed by its participants. The data consist of web conferences conducted in Finland between a salesperson (SP) and a prospective customer (C). During the meeting, SP delivers a software solution demonstration on a shared computer screen on which only SP is able to take actions. Deploying the method of multimodal conversation analysis, the research focuses on how the shared computer screen is used as an interactional resource to achieve joint attention and to direct participants’ focus during the sales meeting. First, the shared screen view is SP’s resource; for instance, when SP describes the functionalities of the software, he/she recurrently uses deictic expressions and other linguistic means in combination with coordinated keyboard activity. Later, the shared screen view evolves into a medium for both participants’ actions. The findings suggest that, as the negotiation gets closer to the context of the customer organization’s business, C may use the screen as a vehicle for his/her own interactional purposes. Through a gradual growth in understanding of the software, C begins commenting on the screen view or guides SP’s actions on the shared screen, enabling both a collaborative sales interaction and knowledge construction in a complex technological environment. Unlike previous studies on technology-supported institutional telephone interactions, SP’s screen view in the present study is a resource shared by both the professional and the client. The study contributes both to the field of technology-mediated workplace studies as well as to the field of sales and marketing research.