This page provides links to the findings of a research study undertaken by Richard Lakeman in June-July 1996.
These findings were
presented at:
Lakeman, R. (1996). The
internet: Facilitating and international nursing culture. (Conference
Proceedings). (pp. 261-282). Auckland: ANZCMHN
and published in:
Lakeman, R. (1996). Psychiatric nursing. The Internet: facilitating an
international nursing culture for psychiatric nurses. Computers in Nursing,
16(2), 87-9.
3.0 How psychiatric nurses have learned the right
and wrong way to communicate on the internet.
A substantial minority of people in this study expressed an opinion
that there was not a right or wrong way to communicate on the
internet, however several commented that conventions associated
with other modes of communication apply. "I learnt my manners
long before using the net!!". Another response was "…
respect for others' dignity and privacy has guided much of my
behaviour". On the other hand a greater number believed that
they hadn't learned the rules yet, for example "Don't think
that I have yet? It's pretty weird I should imagine that it takes
a great deal of sensitivity and patience to communicate well at
a distance."
While there are no "internet laws" of communication
there are norms of behaviour, or good practice which have come
to be known as "netiquette". These vary with the form
of communication or application being used. Sanctions of various
sorts are imposed on those who breach these norms for example,
it is considered rude to post unsolicited advertising to an email
list group. This practice has been coined "spamming".
In response list members might send e-mail messages of complaint
to the poster, to the list or to the person's network administrator.
This might result in that persons internet account being closed.
When a message is sent to many list groups this is known as "cross-posting"
which is also considered a breach of netiquette. While it is possible
to remain ignorant of such conventions, sooner or latter most
internet users will become aware of behavioural norms associated
with internet communication. Most list groups have there own norms
which often have commonalities but also distinct differences from
other groups, in a similar way that the norms of behaviour within
a family are related to, but not identical to wider societal norms.
Respondents identified the following methods as the chief ways
in which they learned the rules of internet communication:
3.1 Trial and Error, or as one respondent put it "trial
and success" was by far the most commonly cited method of
learning. The response of others to postings being the main indication
that the message was understood or misunderstood. In the context
of a mailing list or news group a misunderstood or offensive remark
might result in an offensive or abrasive response from another.
Such responses have come to be known as "flames", a
term that was often cited by respondents.
"I stated my opinion when I thought it was requested and
ended up being brutally flamed. I learned to make very sure I
understood what the person wished me to do with the information
they sent rather like therapeutic communication with a client.
Hence Internet is another area in which the use of communication
skills performed so well by psych nurses must be utilised."
3.2 Reading FAQs, guidelines and books. Most people acknowledged
that they had no formal training in the use of the internet. Some
had attended seminars offered by university libraries or had completed
online courses. Others said they read books, computer magazines,
or usenet groups.
On joining an e-mail mailing list guidelines are often sent automatically
outlining the purpose of the list, how to unsubscribe and often
explicitly stating what behaviour is unacceptable and less frequently
what is acceptable. Sometimes documents outlining frequently asked
questions (FAQs) are published. FAQs might relate to newsgroups,
list groups, the use of computer software or applications. Many
people said that they read FAQs and guidelines in order to learn
how to communicate on the internet. This may indeed be essential
to avoid frustrating other users. For example, to unsubscribe
from an e-mail list group often requires that an email be sent
to a computer rather than a person, with particular rules on how
to formulate the message. If this message is sent to the e-mail
address of the list everybody on the list will receive it. This
can be irritating for the recipients of the message and result
in flaming. "Most lists post the do's and don'ts when one
joins; however many do not read nor save this information."
3.3 Lurking and Watching. "Lurking" is a term
that has been coined to describe observing rather than participation
in internet communication. This term is usually applied to mailing
lists or news groups. Hundreds or even thousands of people may
belong to a mailing list or observe a news group but most may
be said to be "lurking" at any one time.
It is considered courtesy to announce ones presence when joining
a mailing list. Some also announce when they have been "lurking"
and are now ready to join in discussion. Lurking is one way to
learn the norms and conventions of a mailing list. By watching
the nature of messages being posted it is possible to make an
informed guess about how a particular point of view may be received
as well as the conventions for grammar, flaming and how messages
are formed. This is one way that respondents said they learned
how to communicate on the internet. "I'm still a very tentative
poster. I'm sitting back and watching the flow to get a sense
of the culture and mores."
3.4 Family and friends. More experienced family or friends
were identified as useful to assist when technical difficulties
arose or in some cases to learn the finer details of netiquette.