Carrying too heavy a load? The communication and miscommunication of emotion by email

• 成果类型: Article
• 署名作者: Byron, Kristin
• 署名单位: Syracuse University
• 刊物名称: ACADEMY OF MANAGEMENT REVIEW
• ISSN/ISSBN: 0363-7425
• DOI: 10.5465/AMR.2008.31193163
• 发表日期: 2008
• 页码: 309-327
• 关键词: COMPUTER-MEDIATED COMMUNICATION; E-MAIL; ELECTRONIC COMMUNICATION; richness; INFORMATION; TECHNOLOGY; context; perceptions; expression; experience

摘要

Despite advice to avoid doing so, email senders intentionally and unintentionally communicate emotion. Email characteristics make miscommunication likely, and I argue that receivers often misinterpret work emails as more emotionally negative or neutral than intended. Drawing on the computer-mediated and nonverbal communication, emotion, and perception literature, I introduce a theoretical framework describing what factors make miscommunication most likely, how emotional miscommunication affects organizations. and how employees can improve the accuracy of emotional communication in emails.