Does the Internet Make You Mean?

Let me explain what I mean by the title above.  I am currently enrolled in a graduate studies class titled, “Social Dynamics of Communication and Technology”.  As an assignment, we have been asked to write a reflective blog or essay that is based on some thought-provoking questions posed by the professor.  The above title stems from the following question: Is it your experience that emails tend to be angrier than other forms of communication?

For this essay, I intend to examine email communication – along with several other forms of CMC (Computer Mediated Communication) – to determine if, in fact, our behavior online can be categorized as being more angry that our typical face-to-face (F2F) communication.    

I’ll begin with a personal experience.  I received a statement from a recent visit to a medical office and was caught off-guard by the hefty price on the invoice.  This was not my first visit to this particular practitioner, and the bill was much higher than any other I had previously received.  I had expected the normal cost for a routine visit. 

I spent a few days thinking about what I needed to do to address the issue.  I certainly didn’t want to come across like I was refusing to pay for services rendered; however, I also didn’t feel right about some of the line-items on the invoice.  Consequently, I determined that I would address my invoice questions with an email.  I sent a cordial (yet perturbed) email to the doctor and his office manager, expressing concern regarding the recent account statement.  Fortunately, the exchange went no further than that; both the office manager and the doctor responded that they had reviewed the invoice and provided a new (and much lower) total owed on my account. 

As I reflected on that experience I realized a couple things.  First, although my email was not angry, by any means, it was much more bold than I would have been had I gone in to discuss it F2F.  Second, the reason I was able to express myself with increased boldness was because I didn’t have to be prepared for an immediate backlash, or the embarrassment that could have followed if I had been wrong.  I had no reason to fear such reaction, because I was sitting safely behind my keyboard.

So perhaps my title is a little misleading.  I don’t mean to claim that the internet is making us all a bunch of despicable jerks; rather, I only mean to suggest that our communication online is sometimes more brazen than our typical F2F interactions would be.

Researchers have tried to identify what causes and contributes to this perceived increase of conflict in CMC.  One of the main behaviors contributing to conflict in CMC is flaming:

           

The occurrence of flaming in organizations is linked to a diverse set of triggers, such as the informality of the communication medium, the absence of a buffering ‘‘time lag’’ that might moderate response, and a lack of nonverbal feedback that might moderate and augment the interpretation. Researchers theorize that email encourages uninhibited and aggressive communications because emailers are less influenced by social norms in this environment. (Landry, 2000, p. 139)

           

Another realm in which hostility is often found online is through the comments and postings that regularly accompany web-based news stories.  News outlets have been able to attract a following on their sites by allowing readers to interact with the story and each other.  The commentary provided is often engaging and worthwhile; however, there are an equal amount of comments that are rude, intolerant, vindictive and insensitive.  I am constantly amazed at the lengths to which people will go to express their point, as well as to condemn anyone who thinks otherwise.  Once again, this seems to occur more frequently online because of the courage people feel in the confines of their office or den.  Without fear of immediate physical repercussions, internet users seize the opportunity to unbridle their filter and unleash their textual fury.     

           

Adding to the complexity of this type of language can also be the matter of misinterpretation on the part of the recipient.  Some messages that are not intended to offend sometimes do (and vice-versa). The crux of the problem is this: ‘one person’s “hostile language” is another person’s polite reminder, an attempt at humour, or a poorly worded but well-intended message’. (Thurlow, 2004, p. 72)

              

As I have reflected on my recent email exchange with the doctor’s office and read what scholars have to say about this phenomenon, I have tried to determine if internet use does, in fact, make a person more susceptible to anger.  I believe that it does; however, only with this caveat: the level to which a person will lash-out is commensurate to their typical temperament.  Simply put, people who are laid-back and easy-going will become only slightly more bold with their online interaction; while those who are typically quick to anger and outburst will become even more virulent and incendiary.

Questions For Discussion (please comment below):

• What are your thoughts on this topic? 
• How closely does your internet personality mirror your real-life personality?
• Do you feel like your internet personality is more aggressive and angry?
• Do you have any personal experiences that illustrate this type of online behavior?

       

References

Landry, E. M. (2000). Scrolling around the new organization: The potential for conflict in the on-line environment. Negotiation Journal, 16(2), 133–142.  

Thurlow, C., Lengel, L., & Tomic, A. (2004). Computer mediated communication: Social interaction and the Internet. London: SAGE.