Without the benefit of paralinguistic cues such as gesture, emphasis, and intonation, it can be difficult to convey emotion and tone over electronic mail (e-mail). Five experiments suggest that this limitation is often underappreciated, such that people tend to believe that they can communicate over e-mail more effectively than they actually can. Studies 4 and 5 further suggest that this overconfidence is born of egocentrism, the inherent difficulty of detaching oneself from one’s own perspective when evaluating the perspective of someone else. Because e-mail communicators “hear” a statement differently depending on whether they intend to be, say, sarcastic or funny, it can be difficult to appreciate that their electronic audience may not.
This is an interesting read. Specifically, their work suggests what could be a potentially very useful way of reducing miscommunication.
One of the experiments the authors ran tried to reduce the overconfidence they saw in predicting whether people would understand or not. They asked people to write sarcastic sentances, and then read them back, out loud, in a tone of voice which made them sound completely serious. They also did serious read in a sarcastic way. They found that people were then less confident that the email would be understood in the way it was intended, because they had changed the way they “heard” it in their head.
I propose that this could be useful in the following way: if you write an email, read it aloud to yourself in the opposite tone of voice. If you are still confident that it will be taken the way you originally thought it should, it’s probably safe to send. But if you can now see how it might be misunderstood, redraft it. Repeat until you feel ready to send.
There are times in my past when this advice would have been very useful to me.
A recent version of this for email: http://faculty.chicagobooth.edu/nicholas.epley/Krugeretal05.pdf
This is an interesting read. Specifically, their work suggests what could be a potentially very useful way of reducing miscommunication.
One of the experiments the authors ran tried to reduce the overconfidence they saw in predicting whether people would understand or not. They asked people to write sarcastic sentances, and then read them back, out loud, in a tone of voice which made them sound completely serious. They also did serious read in a sarcastic way. They found that people were then less confident that the email would be understood in the way it was intended, because they had changed the way they “heard” it in their head.
I propose that this could be useful in the following way: if you write an email, read it aloud to yourself in the opposite tone of voice. If you are still confident that it will be taken the way you originally thought it should, it’s probably safe to send. But if you can now see how it might be misunderstood, redraft it. Repeat until you feel ready to send.
There are times in my past when this advice would have been very useful to me.