Skype or Skip? Causes and Consequences of Intimate Self-Disclosure in Computer-Mediated Doctor-Patient Communication

ABSTRACT Advances in computer-mediated communication have created both opportunities and challenges for online doctor-patient communication. Based on the privacy calculus and objective self-awareness theory, we examined the causes and consequences of intimate self-disclosure in video consultations. We performed a 2 (verbal intimacy) × 2 (physical intimacy) online experiment among a large representative sample of the Dutch population (N = 2,251). Structural equation modeling confirmed expected relationships between benefits, privacy concerns, communication barriers, trust, and self-disclosure. Generally, when people were more willing to self-disclose, they reported more positive (e.g., relief) and less negative (i.e., stress) emotions. However, when it involved revealing physically intimate information (e.g., showing an intimate vs. non-intimate body part), people were less likely to self-disclose and reported more negative emotions as a result. Our findings suggest that people weigh benefits, costs, and trust in their decision to self-disclose and consider the potential negative intrapersonal effects of intimate self-disclosure.