consensus@cdp.UUCP (06/03/90)
The following topic is from the Groupware SIG on America Online. For more information, or to reply to an individual on America Online, contact: * Christopher Allen - Consensus Development * P.O. Box 2836, Union City, CA 94587-7836 * AT&T: (415) 487-9206 * America Online: AFL MacDev * AppleLink: D3516 * Internet: cdp!consensus@arisia.xerox.com * UUCP: uunet!pyramid!cdp!consensus :: topic "Emotional Amplification" from America Online :: Subj: Emotional Amplification 90-02-27 03:32:19 EDT From: AFL MacDev Msgs: 5 (90-04-25) We are beginning to learn that this electronic communications medium we use has some interesting effects regarding the emotional content of messages. Have you ever noticed how someones interpreted your mild joke as deep sarcasm? Have you ever been sarcastic and had someone think that you bit their head off? This is an example of this overamplification of emotional content of messages. The possible reasons for this many. Since we can not see each others face or hear a tone of voice, possibly we try to compensate be over interpreting the text. However, this problem should be equally true of ordinary written letters and memos. In fact, studies have shown that letters and memos are overinterpretted also, but not to the extent that electronic communication is. We are beginning to suspect that the "immediacy" of this medium may be part of the problem. Because you can "whip" out a message in a brief amount of time, and because the message doesn't feel "permanent" like a piece of paper does, we probably don't think as carefully about what we write. An interesting effect of this problem is the use of graphic images or emotional clues to for spontaneously on any electronic system. For instance, this system uses ;) :( type contextual clues. Compuserve uses <wave> and <smile>, whereas other systems have "unconciously" developed their own ways to express themselves. My premise is that these graphic images are a way for the more experienced users of this medium to avoid many of the problems of overinterpretation of straight text. These articles might be of interest to you if you want to do more research on this topic. Sproull, L. & Kiesler, S. (1986). Reducing social context cues: electronic mail in organizational communication. MANAGEMENT SCIENCE, 32(11), 1492-1512. Also reprinted in "Computer-Supported Cooperative Work: A Book of Readings" edited by Irene Greif. Kiesler, S., Siegel, J. & McGuire, T. W. (1984). Social psychological aspects of computer-mediated communication. AMERICAN PSYCHOLOGIST, 39(10), 1123-1134. Also reprinted in "Computer-Supported Cooperative Work: A Book of Readings" edited by Irene Greif. I also have been referred to this article, but cannot find it: Rice, R. E. & Love, G. (1987). Electronic emotion. COMMUNICATION RESEARCH, 14(1), 85-108. Subj: Let's Face it 90-03-28 17:15:25 EDT From: XanaduDev Right. I think this is one of the reasons that programs like VCO and VMCO were immensely popular for a short time. People reacted eagerly to the concept for many of the same reasons that they get excited about video-phones. All of the immediacy, with the extra intimacy, and less ambiguity. Unfortunately, the promise of these programs wasn't borne out by the available technology, and once the initial novelty wore thin, the underlying substance wasn't enough to keep interest up. When, in the future, we really do have real-time online video conferencing, then we'll see a re-emergence of this sort of thing. -- Bob Subj: Non-written clues 90-04-19 20:17:05 EDT From: Ted Lesley I dunno, it is nice to be able to wink, nudge, and nod with a few of the "in" characters, but sometimes I appreciate the ability to use the force of ideas through written communication. Where there is the option of quickly typing a flippant reply, a series of written notes offers a chance to persuade with unadulterated ideas. In other words, it's tough to get emotional and bluster when you are composing a note. A semi-relevant point ... HOW DO YOU FEEL ABOUT THIS? There is something that pulls at my stomach when someone types in all caps. It IS like shouting, and it yanks my attention. Also, have you noticed that a few typos make you judge the author? (and perhaps guess the age of the typist correctly?) --Ted Subj: Not a "Problem" per say... 90-04-21 00:45:25 EDT From: AFL MacDev I am not sure that emotional amplification is a problem, provided that you are aware of it as an effect of the medium. Regretably, it is not something that is readily discussed when you first join a system (which is when you need it the most.) In particular with the ease-of-use of America Online you have problems with naive users. You don't want them to give up on the system if they are "flamed-back" by someone. Chris Allen - AFL MacDev Subj: responding too quickly 90-04-25 00:57:32 EDT From: Shep T I've noticed that I do tend to write notes more quickly - and carelessly - when on line. When I write a letter, I mull it over quite a while, but when I'm online I zip it off, frequently aware of the $$ meter ticking as I'm typing. I know I could compose things off line (and I do for important things) but very frequently (such as right now) I just bang it out. I've sometimes re-read my own messages and regretted a seriously wrong emphasis, or possible mis-interpretation, etc.