A coworker called me over today to give my two-cents on the intended tone of an e-mail. For a good three minutes, we pored over syntax, punctuation, and the possible formality present in a two-sentence missive. Our goal? To determine the intended tone. Was it a friendly explanation? Was it a passive-aggressive slight to belittle the initial question? In the end, we decided to go with past knowledge of the person in question and chose the kinder meaning.
I have been communicating online for more years than maybe I would like to admit. Elder millennial here, ha! (Thanks to Iliza Shlesinger for that wonderfully coined phrase, by the way). This challenge of eliminating ambiguity is so pervasive to writing of any kind online because the language you choose has to somehow circumvent a myriad of communication barriers outside of what you might normally consider. Because we cannot hear spoken tone in this scenario, we are left to imagine what the author intended.
Emojis or emoticons exist in casual texting and messaging for a reason, folks. 🙂 A straightforward sentence might otherwise come across as too harsh without that smiley. They’ve expanded to include GIFs to more strongly encode a visual explanation for the words we choose. Memes have become essential in bolstering all kinds of messages from marketing to improving relationships. Those still may not create the correct impression in a professional communique, however.
As I said before, I have been on the internet for some time, and I consider tone to be my strongest focus in professional writing. No one wants to be seen as unlikable or unfriendly because it truly makes the rest of your message fall to the wayside. Body language and inflection, which are often more important than words in communication, cannot be seen and our minds try to fill in those gaps, looking for any missing meaning. In the end, a seemingly short-and-sweet email could spark off some serious social problems.
Psychology Today tackled this subject back in 2013 and I still find their articles to offer good advice and tips on how to improve your online relationship management. (That’s really what you’re doing when you send an email, text, or instant message.) Getting a second pair of eyes on a piece of writing is probably something everyone should do. No matter how skilled the writer’s editing chops might be, we’re all fallible and subject to brains that often act like Photoshop filters when it comes to our own errors.
I have a few guidelines I stick to with most of my correspondence that aren’t exactly included and stem from my experiences working with individuals who do not speak English as their first language. My particular dialect of American English – yes, we all have dialects and accents – is also wholly foreign to a great number of people in the world. Being kind as well as effective in communication demands that we understand our experiences are not indicative of anyone else’s life. To that end:
- Know Your Audience. While this is a good marketing mantra, it is not applicable only for marketing. Much like when you’re trying to be a good listener, you have to step away from how you would normally say something and consider how another person is going to read it.
- Remove Ambiguity Whenever Possible. A clear, neutral, statement is going to get a message across so much more effectively than something complicated or that could be interpreted in another way.
- Cut Colloquialisms. This essay is peppered with such sayings as part of my point. My intention is a relaxed conversation that would work well with most native American English speakers. Confusion with a different audience might cause the entire message to be lost.
- Online Correspondence is not Simple. It all serves a purpose, the main one being speed. The consequences of a bad message sent in haste can cause more trouble than tackling the conversation in person or over-the-phone where the message is far less likely to be misconstrued. TL;DR: Fast, yes. Simple, no. Take your time and be thoughtful.
I consider online writing in all its form to require more from my skill set than those literary analysis papers that I definitely did not write the night before during my undergraduate years. Written tone should be a primary focus for anyone, because we are all communicating electronically these days. It is definitely top of my list.