Computer-mediated communication (CMC) has become a dominant platform for exchanging information at the workplace. Moreover, information is instantaneous and at the fingertip. No longer is it absolutely required to send letters in a physical form if one does not wish to do so; Email, Skype and FaceTime provide adequate mediums for convenient communication. However, are there drawbacks to such technologies that co-exist with the benefits? If so, what are they, and how do they affect individuals in the workplace? The following sections will explore these questions in order to provide clarity, insight, and a deeper understanding of CMC.
Although vast distances and time can be mitigated by the implementation of CMC, Derks and Bakker (2010) provided some limitations of this technology: emails can be sent at any point in time (i.e., 2 am). This can influence the receiver’s perception on the importance of the email, especially when work-related. Second, there is no face-to-face contact in an e-mail. This limits the receiver’s ability to interpret valuable facial cues and tonality, both of which are absent in emails. Anonymity is another limitation of email. That is, employees may never meet the other employees they contact. The following will look more deeply into the manifestations of the aforementioned limitations.
Derks and Bakker (2010) stated that email lacks verbal cues and tonality. The authors argued that an absence of these cues might make it difficult for the receiver to decode and interpret the message. In face-to-face interaction, physical and verbal cues help the receiver reduce ambiguity of the message (Derks & Bakker, 2010). Where face-to-face communication allows room for tone, emphasis, and emotional expression, email communication is limited to what is said and devoid of howit is said (Derks & Bakker, 2010).
Derks and Bakker (2010) stated that the sender is likely to fail in effectively communicating a message because of egocentrism. Egocentrism can be defined as the inability for a person to see something from another person’s point of view (Egocentrism, 2014). Derks and Bakker (2010) discussed that email can provide a fertile ground for miscommunication, stating that being unaware of miscommunication is as likely as misinterpreting the message. That is, humor and sarcasm can be difficult to convey in a message, for example. If the sender fails to convey this successfully, the receiver may misinterpret the message. The authors stated that awkward situations can arise, and both receiver and sender spend additional time communicating for damage control (Derks & Bakker, 2010). Thus, time is lost and stress is increased from miscommunication and additional communication.
Feedback is another item that can have limitations through email (Derks & Bakker, 2010). The authors stated that positive feedback in a work environment can be done with little to no ambiguity via CMC or face-to-face interaction. However, feedback that entails pointing out shortcomings of the receiver are much more likely to be misinterpreted (Derks & Bakker, 2010). Although Derks and Bakker (2010) noted that sending negative feedback is less stressful for the senders, as they can be more straightforward and honest, it may not be in the best interest of the receiver. Moreover, it is still considered the cultural norm to provide negative feedback face-to-face (Derks & Bakker, 2010).
Email communication can also have negative impacts on family life (Derks & Bakker, 2010). The authors reasoned that increased availability and the anytime anywhere opportunities that email, especially on smartphones, afford can also have drawbacks. That is, employees often feel compelled to respond to emails after work hours (Derks & Bakker, 2010). Additionally, employees tend to engage in ongoing monitoring that can turn into chronic and compulsive routines of checking a smartphone, a blurring of work and leisure time, escalation of commitment and in the long term, increased stress (Derks & Bakker, 2010).
Email communication and smartphone use is dualistic in nature by having both advantages, and disadvantages. Technology in and of itself is neither good nor bad, but rather, a tool that individuals choose to use and implement. Thus, it is the choice of the users to determine when and how to wield technology in a way that is best for them, while also participating in work-related matters in a professional and productive fashion.
References
Derks, D., & Bakker, A. (2010). The impact of e-mail communication on organizational life. Cyberpsychology: Journal of Psychosocial Research on Cyberspace, 4(1), 1-14.
Egocentrism (2014). Merriam-Webster. Retrieved from http://www.merriam-webster.com/dictionary/egocentric
-Michael McIsaac