Tone in email, one word can change a whole message

When a book, any sort of book, reaches a certain intensity of artistic performance, it becomes literature. The intensity may be a matter of style, situation, character, emotional tone or idea or half a dozen other things.

—Raymond Chandler

 What is tone in an email?

        Tone is the experience in a message that conveys or affects the respective author’s attitude toward the topic or recipient. In writing emails, how something is said and received is as critical as what is said. Physical interaction allows for body language, direct contact, and all  the personal factors that contribute to effective communication. More subtle actions, such as humor, mild sarcasm, lighthearted comments, and unusual vocabulary contribute to possible misunderstanding. For those recipients with whom communication has occurred, consistency and variation both contribute significantly to the subjective reception of an email reader.

        Proper Netiquette can have a greater effect upon how a user opens, reads, and reacts to a message. This is explained in chapter 2: how a subject-line description, salutation, overall layout, and signature can set a tone before any content is read. If a subject line contains text such as “YOU MUST READ!!!” the recipient might interpret this as anger or sensationalism. Lack of capitalization might be regarded as an insult to the reader. Similarly, the lack of a title in a salutation may also represent an insult. Caution should also be taken with stating or implying what someone “must” do, unless you have authority to do so.

        Tone is reflected in an appropriate salutation based upon specific relationships and situations. Omission of a salutation often starts the email off in a tone that is rarely positive.

A: (poor Netiquette example):

We cannot attend your dinner.

Regards,

The Smiths

_____________________________________________________

B (proper example):

Dear Sam:

We cannot attend your dinner.

Regards,

The Smiths

_________________________________________________________

Similarly, the omission of a closing can affect the tone of an entire message.

A: ( poor Netiquette example)

Dear Sam:

We cannot attend your dinner.

The Smiths
________________________________________

B: (good Netiquette example):

Dear Sam:

 

We cannot attend your dinner.

Regards,

The Smiths

In example A, with a single-word omission, regards, the tone might be interpreted as dismissive, disrespectful, or disinterested, especially since an explanation was not provided.

A recipient can also perceive a negative tone when a sender changes specific attributes by dropping or changing a single sentence, word, or structure element.

 A: ( poor Netiquette)

Dear Sam:

We will not be able to attend your dinner this weekend.

Thank you,

Ben

__________________________________________________

2. ( good Netiquette)

Dear Ben:

 

As much as we wish to see all of you, we will not be able to attend your dinner this weekend.

Respectfully,

Ben

The first example here does not include any personalization. If this is intentional, clearly the sender is demonstrating a negative tone. This will, perhaps, result in an experience by the recipient that differs from what has normally been felt in previous communications. What has been evidenced so far in this segment is that even a single word can change the tone and perception of an email. So can a change of “typical” expected formats and routines. The differences in tone and perceived emotion can become more dramatically different with each change in vocabulary, structure, or sender tone.

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As always, any comments are appreciated. Watch for the author's book and forthcoming NetiquetteIQ test and rating product to be released shortly. If you wish to have your name put on the book /product waiting list, please send an email to:

paul@netiquetteiq.com


Paul Babicki
paul@netiquetteiq.com
www.netiquetteiq.com - under construction