The problem with email

Daniel Goleman points out some of the problems with email:

The advantage of a phone call or a drop-by over e-mail is clearly greatest when there is trouble at hand. But there are ways in which e-mail may subtly encourage such trouble in the first place.

This is becoming more apparent with the emergence of social neuroscience, the study of what happens in the brains of people as they interact. New findings have uncovered a design flaw at the interface where the brain encounters a computer screen: there are no online channels for the multiple signals the brain uses to calibrate emotions.

Face-to-face interaction, by contrast, is information-rich. We interpret what people say to us not only from their tone and facial expressions, but also from their body language and pacing, as well as their synchronization with what we do and say.

Most crucially, the brain's social circuitry mimics in our neurons what's happening in the other person's brain, keeping us on the same wavelength emotionally. This neural dance creates an instant rapport that arises from an enormous number of parallel information processors, all working instantaneously and out of our awareness.

In contrast to a phone call or talking in person, e-mail can be emotionally impoverished when it comes to nonverbal messages that add nuance and valence to our words. The typed words are denuded of the rich emotional context we convey in person or over the phone.

I certainly value email as a communication channel, as I can refer back to what I said or what the other person said without having to verbally re-map the conversational pathways. But the chances of misunderstandings and misinterpretations are much higher for email conversations between people who've never met in person.

H/T to Arroxane Ullman, who posted the link to Techwr-L.