NYT: E-Mail Is Easy to Write (and to Misread)
By DANIEL GOLEMAN

AS I was in the final throes of getting my most recent book into print, an employee at the publishing company sent me an e-mail message that stopped me in my tracks.

I had met her just once, at a meeting. We were having an e-mail exchange about some crucial detail involving publishing rights, which I thought was being worked out well. Then she wrote: “It’s difficult to have this conversation by e-mail. I sound strident and you sound exasperated.”

At first I was surprised to hear I had sounded exasperated. But once she identified this snag in our communications, I realized that something had really been off. So we had a phone call that cleared everything up in a few minutes, ending on a friendly note.

The advantage of a phone call or a drop-by over e-mail is clearly greatest when there is trouble at hand. But there are ways in which e-mail may subtly encourage such trouble in the first place.

Excerpt: Still, if we rely solely on e-mail at work, the absence of a channel for the brain’s emotional circuitry carries risks. In an article to be published next year in the Academy of Management Review, Kristin Byron, an assistant professor of management at Syracuse University’s Whitman School of Management, finds that e-mail generally increases the likelihood of conflict and miscommunication.

One reason for this is that we tend to misinterpret positive e-mail messages as more neutral, and neutral ones as more negative, than the sender intended. Even jokes are rated as less funny by recipients than by senders.

We fail to realize this largely because of egocentricity, according to a 2005 article in the Journal of Personality and Social Psychology. Sitting alone in a cubicle or basement writing e-mail, the sender internally “hears” emotional overtones, though none of these cues will be sensed by the recipient.

Another excerpt: “When you communicate with a group you only know through electronic channels, it’s like having functional Asperger’s Syndrome — you are very logical and rational, but emotionally brittle,” Professor Shirky said.

the rest (h/t titusonenine)