Interpretations
of Message: Email, Voice Mail, and Face-to-Face
by James Landon
After viewing the given message in all three
modalities (email, voice mail, and face-to-face), I developed different interpretations
of the meaning of the message. I noticed
the biggest change in meaning between the email and the voice mail messages.
There were still some clear differences between voice mail and face-to-face as
well.
I felt the email message was formal, polite,
and to the point… at first. Then, as I re-read it, I felt some of the statements
could be rude or possibly sarcastic. For example, Jane writes in the email, “I
know you have been busy and possibly in that all day meeting today, but I
really need an ETA on the missing report.” At first glance, I feel that’s
genuine and the writer is empathizing with Mark. However, as I re-read it, I
realize it could be interpreted as sarcastic or almost accusing Mark of not giving
Jane the attention to her project that she feels it deserves. Also, if Mark did not have a meeting that day,
Mark might think Jane knew that and put that line in to antagonize him. The rest of the message seems sincere and
ends with a kind and polite closing: “I really appreciate your help.”
The voice mail provides a calm vocal tone and
a subtle softness that eliminates any hint of sarcasm or tension that may have
been present in the email. In addition, the voice closing on the voice mail
adds an extra level of genuine feeling and I felt that Jane really meant it
more than she did in the email. Still, the voice can say one thing while the
body language says another (Stolovitch, n.d.). I am still aware that even if
the voice sounds sincere, without seeing the face to be sure there were no “eye
rolls” or “smirks”, I can’t be 100% sure my interpretation is accurate.
Finally, the face-to-face message gave me the
confidence that I was correct in my interpretation. I confirmed my feeling that
Jane is relaxed, understanding, and simply checking in with Mark in an
informal, friendly communication to find out the status of the report. The
clues to how she is feeling about Mark and his report are visible. It is clear
that any negative interpretations on my part from the email or voice mail were inaccurate
now that I am able to view body language, tone, spirit, and attitude
(Stolovitch, n.d.).
This activity shows that communication with
members of a project team is open to a variety of interpretations depending on
the modality used. Kato & Akahori (2004) confirmed this with a study that
looked at email versus face-to-face interpretations. They explain that
utilizing face-to-face communication alone or before and/or after email
communication is much more effective and results in a more positive emotional
communication than email alone. In addition, email or voice mail communication
does not allow for correction or reaction in real time (Whipple, 2011). “We
modify the words, cadence, tone, and our own body language moment by moment based
on the feedback we can see” (Whipple, 2011, p .1). For example, in the
face-to-face situation, Jane would be able to see Mark’s facial expressions as
he responds to her and she could then adjust what she says based on that
feedback. This is extremely important in communication and is lost in email and
even voice mail.
Project managers should not rely only on
email communication, but instead default to face-to-face or live telephone
conversation whenever possible to eliminate any negative interpretation. Email
or other written communication should be limited to formal communication and
sharing of information rather than for emotional issues, problems, or other
situations that could be misinterpreted.
- James
References
Kato, Y. & Akahori, K. (2004). E-mail communication versus
face-to-face communication: Perception of personality and emotional state. In
L. Cantoni & C. McLoughlin (Eds.), Proceedings of World
Conference on Educational Multimedia, Hypermedia and Telecommunications 2004 (pp. 4160-4167). Chesapeake, VA: AACE.
Retrieved from http://www.editlib.org/p/12850
Retrieved from http://www.editlib.org/p/12850
Whipple,
B. (2011). One letter can make a huge difference. Retrieved from the Leadergrow
Incorporated website: http://webs.zd-cms.com/cms/res/files/385/One-Letter-Can-Make-a-Huge-Difference.pdf
Stolovitch,
H. (n.d.). Communicating with stakeholders. [Video]. Laureate.
Hi James,
ReplyDeleteInteresting research regarding the addition of face-to-face communication along with email. It is so true, though, that a real sit down has a tremendous effect on tempering ones frustrations. I am usually more clear and toned down with an email, but on the few occasions that I'm riled up I tend to say too much in an email! I almost emailed our principal today because we had requested a few weeks ago to go to an out of town writing workshop and he never got on the ball until Tuesday. When we heard on Wednesday that we were going Friday, a couple of us tried to back out because we had family obligations that we hadn't arranged for because we hadn't heard anything from him. He came to my room, during class, and said "you're going" and this didn't go over too well with a couple of us. I was trying to make arrangements at home and school to make it work, but was mentally preparing the email. Fortunately, I didn't send it and the workshop was cancelled because the presenter was ill!!
James,
ReplyDeleteYou made a very good analysis on the art of effective communication. I too, felt that all three modalities could have been interpreted differently. Without the visual cues, it was really hard to be exactly sure what the messenger’s intent was, though she seemed quite sympathetic in her words. Based on this exercise, I do believe that it is important to utilize more than one mode of communication as there can be different interpretations and perceptions derived from one single piece of communication. In fact, Budrovich (2010) recommends that as project manager we tailor our communication strategy to fit the specific needs of our stakeholders. Through emails, public meetings, and written documentation there can be much room for collaboration and communication among team members. As project managers, we have to also remember that while face-to-face communication provides us with immediate feedback, it is important to follow-up these conversations with written documentations. Regardless of whichever mode of communication is being used we have to keep the tone business friendly and respectful (Stolovich, 2010).
References
Laureate Educational Inc. (2010). Communicating with stakeholders. [DVD Media], Dr. Harold Stolovich
Laureate Educational Inc. (2010). Practitioner Voices: Strategies for working with stakeholders. [DVD Media], Dr. Vince Budrovich & Troy Achong
This comment has been removed by the author.
ReplyDeleteJames,
ReplyDeleteFor me personally, I never read anything into the Email from Jane. I thought it was straight forward and professional. If anything, I thought she was apologetic and concerned for him that he had been in the meeting all day and then expressed her concerns why she needed the report right away. My thought is that people often read too much into an Email, but the same can be said of a Wiki, Facebook post, text message, etc.
Portny et al. (2008) concluded that face-to-face is a better modality than others because of two-way communication; however, as a society that relies on Wikis, Facebook and other social written media, how do we overcome this problem? As an online student, do you feel that this has been a challenge since you have no idea what the "tone" of the other student's posts are?
Ref: Portny, S. E., Mantel, S. J., Meredith, J. R., Shafer, S. M., Sutton, M. M., & Kramer, B. E. (2008). Project management: Planning, scheduling, and controlling projects. Hoboken, NJ: John Wiley & Sons, Inc.
Hello James, I enjoyed reading your analysis of the three modalities. I just wan to add a statement about communication from our author Portny et al., 2008. Portny et al. (2008) state, "Face-to-face communication is sometimes a better modality than others are because it allows two-way communication; moreover, it allows receiver to pick up nuances of voice and body language unseen in the other two modalities". I also want to add that a face-to-face or voicemail should be followed up by formal communication, which is email.
ReplyDelete