How to Overcome Online Communication Problems

Online communication methods, such as email, message boards and Twitter, prevent you from expressing meaning through facial expressions, body language or vocal tones, which can lead to misunderstandings and other communication problems – a friendly e-mail can be interpreted as sarcastic or an innocent Twitter post can be construed as inflammatory. These sorts of communication problems can have a particularly detrimental effect on businesses, potentially leading to lost customers and revenue. Follow a few basic guidelines to make sure online communication snafus don't harm your bottom line.



Determine whether online communication is the best way to effectively communicate your message. Avoid using online methods to communicate sensitive, private or emotionally charged information, because it could be misconstrued. Additionally, if you’re angry or attempting to communicate in an emotionally charged situation, it’s best to avoid sending email or posting messages.


Carefully choose your words. When composing an email or posting a message, clarity and brevity are essential. Consider the purpose of the communication, and stick to relevant point and facts.


Consider your audience. Overly informal speech or shorthand, such as “u,” “lol,” or “ttyl,” is fine when communicating with a close friend but is generally inappropriate for a workplace environment.


Before hitting “send” or “post,” re-read your message. Check for grammatical mistakes, proper tone and accuracy. Try reading your message as if you were the recipient and think about how you would interpret it. Make any revisions you deem appropriate.


Avoid posting personal information about yourself, co-workers, employees or friends. Posting or sending potentially sensitive information can anger other people and create the impression that you’re unprofessional. Even if you send a personal communication, it could be forwarded or read by others.


Ask for clarification. If you receive a confusing, contradictory or upsetting message, ask questions before responding. It’s very possible that the sender wasn’t trying to be inflammatory and that you’re misinterpreting the tone or purpose of the communication.