Voice in Virtual Worlds: The Design, Use, and Influence of Voice Chat in Online Play

Communication is a critical aspect of any collaborative system. In online multiplayer games and virtual worlds it is especially complex. Users are present over long periods and require both synchronous and asynchronous communication, but may prefer to be pseudonymous or engage in identity-play while simultaneously managing virtual and physical use contexts. Initially the only medium offered for player-to-player communication in virtual worlds was text, a medium well-suited to identity-play and asynchronous communication; less so to fast-paced coordination and sociability among friends. During the past decade vendors have introduced facilities for gamers to communicate by voice. Yet little research has been conducted to help us understand its influence on the experience of virtual space: where, when and for whom voice is beneficial, and how it might be configured. To address this gap we conducted empirical research across a range of online gaming environments. We analyzed our observations in the light of theory from human-computer interaction (HCI), computer-supported cooperative work (CSCW) and computermediated communication (CMC). We conclude that voice radically transforms the experience of online gaming, making virtual spaces more intensely social but turning them into maelstroms of impression management, identity play, and ambiguity over what is being transmitted to whom.