This is a great post at the 99U. It starts:
When speaking face-to-face, it’s the verbal and nonverbal social cues that allow us to gauge the best way to arrange our wording in order to get our point across clearly. In email, we don’t get such real-time feedback. Once our message is in the hand of the recipient, we’ve lost all control.
This, of course, often leads to miscommunications, guessed intentions, and a total unawareness of whether an email was typed in red-faced anger or while sipping a martini by a pool. What really leads to those miscommunications is a lack of empathy….
“The most important thing is understanding each other’s language,” founder Drew D’Agostino said. “It’s not me completely adapting the way I communicate with you, but being aware and considerate of how you communicate best. Everybody’s different, and if we can just learn to recognize the communication styles of each other we can create much clearer interactions and productive communications.”
So how do we write emails that enable empathy—especially with people we might have never met in person before? And how can we be more empathetic when reading the emails of others? We asked D’Agostino to share Crystal’s best tips on how to bring more empathy to emails; both in the ones we receive and in the ones we send.
Read the whole thing here.