Most of us have shrugged off the awkward lags or screen freezes during a video call as a harmless inconvenience. But startling new research reveals that these technical hiccups do more than just irritate—they can seriously undermine how others perceive your trustworthiness and competence. Whether you’re pitching a client, interviewing for a job, or even attending a virtual court hearing, your fate might hinge on your Wi-Fi more than your words.
Why This Matters
- Digital inequality runs deeper than we thought: It’s not just about having internet access, but having quality access. People in rural areas or with subpar connections may be unintentionally penalized in high-stakes situations.
- Critical outcomes are at risk: The study found a 12 percentage-point difference in parole outcomes depending on the presence of glitches. That’s not just unfair—it’s alarming.
- Widespread impact: From job interviews to telemedicine, trust and rapport can evaporate in seconds due to something as trivial as a brief lag.
What Most People Miss
- The Uncanny Valley Effect: That unsettling feeling during a glitchy call isn’t just annoyance—it’s our brains reacting to a break in the illusion of face-to-face contact. This “uncanny” sensation triggers mistrust, even if we logically know the other person is not to blame.
- Face-to-Face Matters: Glitches during screen sharing don’t harm trust like those during direct conversation. It’s specifically the illusion of personal presence that gets shattered.
- Executives are in the dark: Many business leaders interviewed dismissed minor glitches as inconsequential—yet the data says otherwise, showing a clear mismatch between perception and reality.
Key Takeaways
- Even tiny, momentary glitches can have outsized effects on whether you’re considered trustworthy, hirable, or credible.
- Technical issues can reinforce societal inequalities, especially for those without access to high-quality internet.
- Humor can help repair trust: A quick, lighthearted comment after a glitch can partially offset the damage and restore rapport.
- Glitch effects are strongest during direct personal interaction—so prioritize connection quality for interviews, sales pitches, or anything with stakes.
Industry Context & Data
- According to Pew Research, over 30% of rural Americans report unreliable internet, amplifying these risks.
- Remote work is here to stay: Over 60% of US workers use video conferencing regularly (Statista, 2024), making this a universal concern.
- Research in Nature demonstrates that viewer trust in healthcare advice drops by 16 percentage points when glitches occur—even if no information is lost.
Pros & Cons Analysis: Video Call Glitches
| Pros | Cons |
|---|---|
| None! (Unless you count an unintentional ice breaker) |
|
Practical Action Steps
- Prioritize your internet connection: Use a wired connection if possible, and test your setup before important calls.
- Acknowledge glitches with humor: Lighten the mood and reset trust if something goes wrong.
- Advocate for better infrastructure: Digital inequality is more than a buzzword—it’s a real barrier to opportunity.
- For organizations: Invest in tech support and provide resources to ensure all participants have equal footing.
“The outcome is significantly shaped by whether they were lucky or unlucky, meaning they got or didn’t get the glitch in that hearing, which is obviously very unfair.” — Stefano Puntoni, Wharton School
The Bottom Line
It’s time to stop treating video glitches as mere annoyances. They’re silent saboteurs that can decide careers, freedom, and trust. Don’t let your connection let you down—because in the virtual world, perception is reality.
