Video-Mediated Interaction (VMI) has become a mainstream, recognisable form of interaction that is often necessary for the routine accomplishment of institutional activities. It is probable that, in the wake of COVID-19, we are currently witnessing the emergence of a new normal that is rapidly forcing people to learn how to interact via different kinds of video-mediating technologies. Whereas prior research has predominantly provided insights into, e.g. frequencies of meetings or people’s feelings and experiences based on interviews, in this special issue we present new findings regarding the detailed interactional organisation and sense-making practices in which people are practically engaged, as these naturally unfold in situated contexts. Grounded in ethnomethodology and conversation analysis (EMCA) and video-based data-collection methodology, all of the papers in this special issue explore, at a very detailed and granular level, just how video-mediated interaction is accomplished moment by moment. This approach and its findings contribute new knowledge to research communities working with video-mediation. As such, this approach is of considerable value to practitioners who need to achieve institutional goals in effective ways. In this introduction, we present a short overview of the state-of-the-art in EMCA research, and highlight the new findings contributed by the seven articles in this special issue.