The risk of unintended meanings
- Given the volume of workplace emails, an occasional negative exchange is probably inevitable. However, certain features of email may make matters worse, increasing the likelihood of miscommunication and conflict escalation.
- For example, compared to face-to-face communication, email entails delayed feedback. In face-to-face communication we’re better able to monitor and repair misunderstandings in real time.
- Emails also involve reduced “social presence” – the perception the other person is real and “there” in the interaction. Delayed feedback increases the chances of misunderstanding, and low social presence can lower inhibitions and encourage angry replies or “flaming”.
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