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Columbia Business School Professor Melanie Brucks spoke with NPR’s Nell Greenfieldboyce about why laggy, distorted, or glitchy video calls can make people seem untrustworthy—even when the issue is purely technical. Brucks explained that humans are highly attuned to micro-expressions and conversational rhythms, and disruptions in video quality interfere with these social cues. Her research shows that even minor technological glitches can reduce perceived warmth, competence, and reliability in both professional and personal interactions, underscoring the psychological impact of digital communication tools.
