E-Mail Sucks, And Here’s Why
09 05 2006The internet opens communication on a scale that mankind has never seen. It also hinders communication on a scale that mankind has never seen.
One study at UCLA indicated that up to 93 percent of communication effectiveness is determined by nonverbal cues. Another study indicated that the impact of a performance was determined 7 percent by the words used, 38 percent by voice quality, and 55 percent by the nonverbal communication.
In these two studies, we see that only 7% of true communication depends strictly upon the words used. But wait, you say, how is that possible? When I write an e-mail I have the chance to double-check everything I write for clarity — surely it must be a superior form of dialogue!
Nay, nay, nay, my friend, e-mail is most frequently a simple monologue. The distance afforded by indirect communication allows a writer to avoid specific questioning and simply write “essay” in response. E-mail is egocentric, far more about “me” that it is about “us.” Without non-textual clues, we filter everything through ourselves, essentially ignoring the other.
Here’s an example communication. This example happens over e-mail.
Person 1: Hey, just thought I’d drop you a line to see what’s happening.
Person 2: You asshole, I can’t believe you wrote me! You’re such a dick!
Person 1: (decides never to communicate with Person 2 again)
Imagine this same scenario in person…
Person 1: Hey, just thought I’d stop by and see what’s happening.
Person 2: (with big smile on face) You asshole, (laughing) I can’t believe you stopped by! You’re such a dick! (grabs Person 1’s face and french kisses him)
As you can see, there is a big difference between direct communication and e-mail communication. And not only is there less french kissing in e-mail communication, it’s also likely that whatever you do say could be misinterpreted by as much as 40%.
So basically, when we try to communicate an important issue over e-mail, the recipient only gets 60% of 7% of the real message.
I’m not going to get all mathy here (mostly because I can’t without a calculator), but I think we all know that 60% of 7% is a pretty small percentage. I’d estimate somewhere around 4%…
That’s just not enough message.