Interoperability of interpersonal communications services – A consumer perspective

The European Electronic Communications Code (EECC) enables competent authorities to introduce interoperability obligations also for number-independent interpersonal communications services (NI-ICS) such as Facebook Messenger, LINE, Skype, WeChat and WhatsApp. Under such an obligation, consumers could interact not just with users of the NI-ICS where they have a user account themselves, but also with users of all then interoperable NI-ICS. While with traditional electronic communications services (ECS) economic theory and consumer interests align as regards interoperability since multi-homing across various operators is the exemption, it is not yet clear whether that is also true for NI-ICS for which multi-homing is the norm. Our paper draws on an online survey of n = 2044 consumers in Germany covering traditional ECS, email and 22 other NI-ICS to address this issue from a consumer point of view. We find that people proactively use the boundaries between communications services to compartmentalize their social contacts according to relationship closeness. Our finding echoes indications provided in a rich stream of computer-mediated communication (CMC) research and in particular psychological theories of relationship development. Specifically, people appear to follow a finely tuned cultural code implying a hierarchical order of communications services used depending on the closeness of the contacts. Consequently, our results provide a complementary explanation of how and why certain groups of social ties converge to a specific (set of) communications service(s) beyond network effects and shed a critical light on current policy debates around an interoperability obligation for interpersonal communications applications. They highlight that an interoperability obligation for NI-ICS would likely not be in line with consumer interests.