Hypernegative Interpretation of Negatively Perceived Email at Work

Abstract

Extensive commentary cautions about the consequences of poor email etiquette, including emotional miscommunication and conflict escalation at work. This research considers the role of the receiver in negative email exchanges. Participants identified examples of negatively perceived emails received from coworkers, provided the text of these emails, and reported their perceptions and accounts of the messages. Results document a negative intensification bias in receiver perceptions of emails. Receivers perceived the emails more negatively than did observers, and receiver ratings had only weak relationships to characteristics of messages, including negative language and flaming. Negative intensification bias occurred more in poor communication climates and among individuals in subordinate positions. Qualitative results highlight the potential for ambiguous emails to be perceived in multiple ways leading to unanticipated consequences.