Organizational Norm Congruency and Interpersonal Familiarity in E-Mail: Examining Messages From Two Different Status Perspectives

Abstract

Relying on SIDE theory, this

The influence of workload and civility of treatment on the perpetration of email incivility

“…These guides reflect the general norms for formal e-mail messages (e.g., Bunz & Campbell, 2004;Weber, 2004). The guidelines that are communicated in netiquette codes are consistent with research findings supporting the value of readability (e.g., proper grammar, spelling, and sentence structure) and norm adherence (e.g., proper salutation) in email communication (Burgess et al, 2005;Sallis & Kassabova, 2000;Stephens et al, 2011). Commonly cited across netiquette guidelines are elements such as the use of salutations, proper grammar and spelling, an informative subject line and clarity when writing work-related emails.…”

“…Indeed, research has considered how the various aspects of email content (e.g., readability) and style (e.g., familiarity) influence the interpretability of messages and attributions made about email senders (e.g., Burgess, Jackson, & Edwards, 2005;Sallis & Kassabova, 2000;Stephens, Cowan, & Houser, 2011). Poor email readability, for instance in the form of poor grammar, spelling, and sentence structure, is associated with ambiguity and poor information transfer (Sallis & Kassabova, 2000).…”

“…Email style has also been associated with targets' reactions to messages they receive and their perceptions about email senders. For example, Stephens et al (2011) examined these relationships in a higher education setting. They found that student emails that complied with formality norms (e.g., used proper salutations, grammar, and an informative subject line) elicited more positive reactions from both faculty supervisors and students.…”

“…Additionally, both supervisors and students judged the senders of messages that adhered to formality norms to be more credible in terms of perceived competence, trust, and goodwill than senders of messages that were incongruent with such norms. Stephens et al (2011) concluded that it ''appears that by writing a formal e-mail message, people convey their focus on others'', thus indicating an appreciation for others by taking the time to ''craft messages that are easy to read and impose few costs'' on the reader (p. 242). Supporting this notion, Jessmer and Anderson (2001) found that individuals who send emails that are grammatical (vs. ungrammatical) are seen as more likable and people are more likely to want to work with them.…”

“…Drawing on previous research that shows that formal emails convey an appreciation and respect for the reader and reduce ambiguity of information (Jessmer & Anderson, 2001;Sallis & Kassabova, 2000;Stephens et al, 2011), in this study, we operationalized uncivil emails as those that violated the general norms for formal emails and characteristics of email etiquette communicated in organizations, for instance, lacking an appropriate entry in the subject field, lacking a salutation, and containing poor spelling and grammar. We argue that such characteristics in an email in a work setting show a lack of attention to the demands placed on the recipient and violate workplace norms for respect and thus reflect uncivil treatment.…”