Avoiding Email Catastrophe
Email lacks the non-verbal intonation of our intentions, and
therefore often confuses and even offends readers.
By: Louise DobsonTOP
We've all done it. Hurriedly composed a witty email, hit the send
button and sat back to await the electronic belly laugh that the
reply is sure to include. Minutes tick by, lunch comes and goes, the
day winds down with no response. Finally, you reach for the phone and
call your email buddy for the overdue giggle fest, only to find she's
furious with you. You thought you were making a hilarious jokebut
she completely misunderstood.
How could this happen? Apparently, with over 75 million people using
email every day in the U.S., it happens all the time. And it's not
just humor that gets misinterpreted in emails: Messages meant to
convey mild displeasure can come across as tirades, and serious
comments can be misconstrued as snide sarcasm.
In fact, in a series of studies, participants were only able to
accurately communicate sarcasm and humor in barely half56 percentof
the emails they sent. What's worse, most people had no idea that they
weren't making themselves understood.
According to Nicholas Epley, a professor of psychology at the
University of Chicago Graduate School of Business, our natural
tendency toward egocentrism is at the root of the problem. It's not
that we're all narcissists: People just have a tough time detaching
themselves from their own perspective and imagining how their
statements could be "heard" differently.
The fact that we're usually very good at making ourselves understood
is also what trips us up in the email domain. "We're all so adept at
processing nonverbal cues that we do it without thought, in a happy-
go-lucky way." So much so, that we often don't recognize ambiguous
meanings, like in that dashed-off email that could be read two
different ways.
When communication is stripped down to mere words, the stage is set
for confusion. Talking to someone face-to-face, in contrast, provides
us with mountains of information that we unconsciously use to inform
our interpretations.
We understand, for example, that if someone suddenly and dramatically
widens their eyes ("flashbulb eyes") they are expressing surprise. A
shrug of the shoulders may indicate confusion. Hands in a palms-down
position often suggests assertiveness, whereas upward facing palms
shows vulnerability or non-aggression.
We're even pretty good at detecting false cues, such as the fake
smile of a harried shop clerk. A heartfelt smile will not only
lengthen the mouth, but also turn it up at corners. In addition, a
real smile creates crow's feet wrinkles around the eyes.
No one is quite sure how much of our communication is nonverbal. The
statistics of anthropologist Ray Birdwhistell suggest it's around 65
percent, but other scientists put it as high as 93 percent.
Unfortunately, as David Givens, Director of the Center for Nonverbal
Studies in Washington points out, our writing skills have not yet
begun to compensate for the lack of data that is inherent in written
communication. "Perhaps a case could be made for an email writing
section to be included in English classes," suggests Givens.
Epley recommends basic reflection. "Re-reading an email can reveal
potential problems," he says. "Better still, read it aloud and listen
closely for ambiguity." For important emails, Epley suggests walking
away from the computer and coming back to it later with fresh eyes.
And for those who just don't trust themselves to be courteous.
Eudora, the software manufacturer, added a feature to its email
software that detects strings of words that have the potential to
offend. "Mood Watch" alerts the user to incendiary phrases with red
chili pepper icons, one, two, or three of them depending upon the
potential to burn.
The feature provides a safety net for catching those heat-of-the-
moment emails, but Eudora reps admit that, like the rest of us, "Mood
Watch" is often completely baffled by electronic sarcasm.
Psyched for Success, 5 April 2006
Last Reviewed 28 Aug 2008
Article ID: 4049
Email lacks the non-verbal intonation of our intentions, and
therefore often confuses and even offends readers.
By: Louise DobsonTOP
We've all done it. Hurriedly composed a witty email, hit the send
button and sat back to await the electronic belly laugh that the
reply is sure to include. Minutes tick by, lunch comes and goes, the
day winds down with no response. Finally, you reach for the phone and
call your email buddy for the overdue giggle fest, only to find she's
furious with you. You thought you were making a hilarious jokebut
she completely misunderstood.
How could this happen? Apparently, with over 75 million people using
email every day in the U.S., it happens all the time. And it's not
just humor that gets misinterpreted in emails: Messages meant to
convey mild displeasure can come across as tirades, and serious
comments can be misconstrued as snide sarcasm.
In fact, in a series of studies, participants were only able to
accurately communicate sarcasm and humor in barely half56 percentof
the emails they sent. What's worse, most people had no idea that they
weren't making themselves understood.
According to Nicholas Epley, a professor of psychology at the
University of Chicago Graduate School of Business, our natural
tendency toward egocentrism is at the root of the problem. It's not
that we're all narcissists: People just have a tough time detaching
themselves from their own perspective and imagining how their
statements could be "heard" differently.
The fact that we're usually very good at making ourselves understood
is also what trips us up in the email domain. "We're all so adept at
processing nonverbal cues that we do it without thought, in a happy-
go-lucky way." So much so, that we often don't recognize ambiguous
meanings, like in that dashed-off email that could be read two
different ways.
When communication is stripped down to mere words, the stage is set
for confusion. Talking to someone face-to-face, in contrast, provides
us with mountains of information that we unconsciously use to inform
our interpretations.
We understand, for example, that if someone suddenly and dramatically
widens their eyes ("flashbulb eyes") they are expressing surprise. A
shrug of the shoulders may indicate confusion. Hands in a palms-down
position often suggests assertiveness, whereas upward facing palms
shows vulnerability or non-aggression.
We're even pretty good at detecting false cues, such as the fake
smile of a harried shop clerk. A heartfelt smile will not only
lengthen the mouth, but also turn it up at corners. In addition, a
real smile creates crow's feet wrinkles around the eyes.
No one is quite sure how much of our communication is nonverbal. The
statistics of anthropologist Ray Birdwhistell suggest it's around 65
percent, but other scientists put it as high as 93 percent.
Unfortunately, as David Givens, Director of the Center for Nonverbal
Studies in Washington points out, our writing skills have not yet
begun to compensate for the lack of data that is inherent in written
communication. "Perhaps a case could be made for an email writing
section to be included in English classes," suggests Givens.
Epley recommends basic reflection. "Re-reading an email can reveal
potential problems," he says. "Better still, read it aloud and listen
closely for ambiguity." For important emails, Epley suggests walking
away from the computer and coming back to it later with fresh eyes.
And for those who just don't trust themselves to be courteous.
Eudora, the software manufacturer, added a feature to its email
software that detects strings of words that have the potential to
offend. "Mood Watch" alerts the user to incendiary phrases with red
chili pepper icons, one, two, or three of them depending upon the
potential to burn.
The feature provides a safety net for catching those heat-of-the-
moment emails, but Eudora reps admit that, like the rest of us, "Mood
Watch" is often completely baffled by electronic sarcasm.
Psyched for Success, 5 April 2006
Last Reviewed 28 Aug 2008
Article ID: 4049
