From a distance: Impression formation and impression accuracy among geographically distributed coworkers

Do You Get What I Mean?!? The Undesirable Outcomes of (Ab)Using Paralinguistic Cues in Computer-Mediated Communication

The shift to working from home, which has intensified due to Covid-19, increased our reliance on communication technology and the need to communicate effectively via computer-mediated communication and especially via text. Paralinguistic cues, such as repeated punctuation, are used to compensate for the lack of non-verbal cues in text-based formats. However, it is unclear whether these cues indeed bridge the potential gap between the writer's intentions and the reader's interpretations. A pilot study and two experiments investigated the effect of using repeated punctuation on behavioral intention to assist an email writer in a work-related situation. Findings demonstrate that while the intentions behind using repeated punctuation relate to signaling situational importance or affective state, behavioral intentions are driven by dispositional rather than situational attributions. Specifically, the use of repeated punctuation reduces perceived competence of the message writer and consequently decreases positive behavioral intentions. Overall, the study challenges the simplified view of paralinguistic cues as communication facilitators, highlighting their potential harmful effects on impression formation and behavioral intentions in the digital age.

The Dark Side of a Smiley

First impressions are heavily influenced by emotional expressions such as smiles. In face-to-face contact, smiling individuals are perceived as warmer and as more competent than nonsmiling individuals. In computer-mediated communication, which is primarily text-based, the “smiley” (☺) constitutes the digital representation of a smile. But is a smiley a suitable replacement for a smile? We conducted three experiments to examine the impact of smiley use on virtual first impressions in work-related contexts. Our findings provide first-time evidence that, contrary to actual smiles, smileys do not increase perceptions of warmth and actually decrease perceptions of competence. Perceptions of low competence in turn undermined information sharing. The adverse effects of smiley use are moderated by the formality of the social context and mediated by perceptions of message appropriateness. These results indicate that a smiley is not a smile. The findings have implications for theorizing on the social functionality of virtual emotional expressions.

Impressions in action: the socially situated construction of expertise in the workplace

Purpose

– The impressions of others’ expertise are fundamental to workplace dynamics. Identifying expertise is essential for workplace functions such as task assignment, task completion, and knowledge generation. Although prior work has examined both the nature of expertise and its importance for work, formation of expertise impressions in the workplace has not received much attention. The paper aims to discuss these issues.

Design/methodology/approach

– In this paper the author addresses the question – how do we form expertise impressions in the workplace – using data from an ethnographic study of a workplace setting. The author employs a case study of project team formation to synthesize a process framework of impression formation.

Findings

– The author proposes a framework that integrates sociocultural and interactional accounts to argue that actors utilize situational and institutional frames to socially construct their expertise impressions of others. These frames emerge as actors engage in activities within a community of practice.

Originality/value

– This practice-based explication of expertise construction moves beyond narrow conceptions of personality-based traits or credentials as signals of expertise. It explains why sharing of expertise within organizations through the use of information technology continues to be problematic – expertise is an enactment and therefore it defies reification through knowledge management.