Summary
Digital communication, while convenient, often leads to misunderstandings because it lacks nonverbal cues like tone and expressions. To avoid confusion, it’s helpful to use polite language, emojis in casual contexts, or opt for face-to-face discussions for sensitive topics.
In the modern age, most people rely on email to communicate with others almost daily. With the rapid rise of remote schooling, education, and work, some individuals use email or text more than face-to-face communication. While these tools bring an unprecedented level of convenience, they also have challenges that often get overlooked. As Kruger et al., (2005) investigated, our confidence in email to accurately deliver our intended message is often higher than it should be. Without nonverbal cues, it’s easy to misinterpret someone’s tone or intent, creating misunderstandings and unnecessary conflicts.
For a long time, psychologists have assumed that a large part of communication is nonverbal. Nonverbal communication includes gestures, facial expressions, and tone of voice, which help interpret the true meaning behind words, especially when the literal content is ambiguous (Gruman et al., 2016). Without these signals, email and texts leave much to interpretation, which can lead receivers to misread a sender’s intent. The article titled *Texting Miscommunication* (2023) highlights how the absence of these cues in digital messaging often causes people to interpret messages differently than intended, adding to the likelihood of misunderstanding.
Emails, as a means of communication, are a poor way of passing on information—as important visual and auditory cues are left out. All you have are words to convey your message. And if you are not great with words, well, then you’ve got some trouble. In the workplace, this type of miscommunication can affect productivity, team morale, and relationships. Emails are often used to deliver feedback, assign tasks, and convey essential information, so any misunderstanding can lead to decreased motivation or unnecessary conflict. Feedback intended to be constructive, for example, may be perceived as harsh if phrased too directly without a friendly tone. *Texting Miscommunication* (2023) suggests that incorporating explicit language or even emojis in less formal contexts can soften the message and help the receiver interpret the tone more accurately.
To reduce misunderstandings, it’s beneficial to adopt strategies that clarify digital communication. A polite introduction, words of appreciation, or a summary might help get messages across as intended. For more complex or sensitive topics, switching to video calls, voice messages, or, better yet, in-person face-to-face conversations can provide the additional cues needed to communicate effectively. These strategies not only bring clarity but also help people get along and work as a team in this digital era.
Jeremy Francis, an Organization Development Specialist from Trinidad and Tobago, says: “Emails became a barrier to communication, and were used as a way to sidestep important conversations and actual problems. Emails have become a way to un-communicate” (Francis, 2014). That is why recognizing the limitations of text-based communication is essential as it continues to dominate our interactions. By adjusting our digital communication habits to convey tone more accurately, we can build a more positive and productive environment, whether in the workplace or in personal settings.
References
Everyday Speech. (2023). Texting miscommunication: Causes, effects, and solutions. Retrieved from Everyday Speech.
Francis, J. (2014). Email is not a form of communication. Linkedin.com. https://www.linkedin.com/pulse/20141201153133-46086561-email-is-not-a-form-of-communication/
Gruman, J. A., Schneider, F. W., & Coutts, L. M. (2016). Applied social psychology: Understanding and addressing social and practical problems. SAGE Publications.
Kruger, J., Epley, N., Parker, J., & Ng, Z. (2005). Egocentrism over e-mail: Can we communicate as well as we think? Journal of Personality and Social Psychology, 89(6), 925-936.
I agree it can be difficult to fully express a message through email without nonverbal cues. When a person is typing an email message, they are thinking of what it would sound like if the message was being sent verbally. Egocentrism can occur as it can be difficult to consider the perspective of the recipient of the email instead of their own perspective. If an email is being sent requesting for the completion of tasks it can be helpful to use friendly words such as “please” and to perhaps add a phrase regarding reaching out if there are any questions, so it does not come across as direct and cold. The fundamental attribution error can come into play here if the message is too direct. It can come across as the person is rude and uncaring which can cause a strain on relationships. With the use of friendly words and emojis when appropriate, these can help with tone of an email message (Kruger, 2005).
Reference
Kruger, J., Epley, N., Parker, J., & Ng, Z. (2005). Egocentrism over e-mail: Can we communicate as well as we think? Journal of Personality and Social Psychology, 89(6), 925-936. https://doi.org/10.1037/0022-3514.89.6.925