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.
4.0 Examples of situations in which internet messages
had been misunderstood.
4.1 Not aware / this has never happened to me. A substantial
minority of people claimed that their messages had never been
misunderstood. Some even responded "not applicable"
to this question. Others said that the problems they encountered
were technical in nature rather than due to problems of communication.
4.2 Being flamed. People cited examples of being flamed
in response to messages they had posted. It seemed that the examples
provided were not related to misunderstandings but rather people
asserting different points of view or attempting to maintain professional
hegemony:
"I gave some information on the side effects of a drug (antidepressant).
I got FLAMED by a physician who claimed he was the expert. I knew
because he sent me the same 'I know best and don't you (nurse)
speak about drugs again' message about 100 times in one day."
4.3 Proof reading problems. Some misunderstandings arose
because of proof reading problems. An incorrectly typed email
address or mis-sending a message to the wrong person were problems
that were identified by some.
4.4 Problems with interpretation of language. The internet
allows for global communication. It cannot be assumed that others
will share the same understanding of issues or terms that may
be specific to particular regions. Job titles, qualifications
and colloquialisms were listed as causing misunderstanding by
some respondents.
Humour, irony and sarcasm are difficult to convey using email.
A number of respondents acknowledged that English was their second
language and that it was particularly hard for them to identify
with some humour in English speaking forums. A shorthand language
of letters and symbols has evolved to assist in the communication
of humour and to convey information about the sender. Table 1
outlines some of the combinations which have come to be known
as "smileys" which can serve to humanise and soften
e-mail messages. "Smileys" may be employed to denote
when a message shouldn't be taken seriously but problems still
remain. A number of respondents spoke of misunderstandings arising
from literal interpretations of their messages:
"…the person had taken me too literally and missed my
point or they had projected their own stuff onto my words. My
sense is that the ability to respond rapidly/instantly shortens
the thinking process and gives rise to subjective responses that
might not be there with other media. There is a tendency to over
react to the stimuli."
The basic smiley:
| :-) or :) | Happy |
| :-( or :( | Sad |
| ;-) | Wink |
Variations on the smiley:
| 8-) | I see! |
| :'-( or :'-) | Tears of sadness or joy. |
| %-) or %-( | Confused or drunk |
| :-o or :-O | Shock or shouting (Can also be conveyed by typing in Capitals) |
| :-] or :-} | Sarcasm or smugness |
| :-/ :-\ or :-| | Mixed Feelings |
| :-(} :-(>) :-{} | Some variations |
Abbreviations used in E-mail to help convey a message:
| BTW | By the way |
| IMHO | In my humble opinion |
| IMNSHO | In my not so humble opinion |
| IOW | In other words |
| LOL | Laughing out loud |
| ROTFL | Rolling on the floor laughing |
| ROTFM | Rolling on the floor moaning |
| <g> or <G> | Grin |
E-mail as a communication medium lends itself well to direct messages.
When a message is veiled or indirect it is likely that people
will misinterpret the intent of the message. One respondent pointed
out that misunderstandings on the internet are similar to misunderstanding
that might arise using other modes of communication:
"I think sometimes people respond to what they think or assume
the other is saying rather than what they actually are saying.
This happens n all communication but the potential for misunderstanding
is so great on the internet since the other conversational cues
are not there. You cant' check the meaning out so quickly as a
in a conversation. I feel most of my messages have been understood
and fairly treated by respondents."