The age of electronic communication has brought incredible advances. Email, text messaging, instant messaging platforms (like Slack or Teams), and social media DMs are now deeply embedded in our daily business interactions. Yet, with each advance towards shorter, quicker “bits” of information, we also see a greater risk of miscommunication and the disintermediation of true meaning.

It’s challenging enough to capture the full essence of a message in detailed written form, let alone within the constraints of character-limited platforms or the ambiguous context of a simple “Like” or emoji. While much has been written about the limitations of text-based communication versus the richness of voice-to-voice or face-to-face interaction, recent experiences continually remind me that this message hasn’t universally sunk in.

The “Internal Voice” Trap: How We Misread Digital Messages

We all have a tendency to read written communication, especially personal or social messages, but business texts and emails too, with an “internal voice” or an emotional lens overlaying the words. Because we can’t hear the sender’s actual tone or see their body language, we often unconsciously apply our own interpretation of tone and inflection, heavily influenced by how we are feeling at that moment. This can easily lend a message a more negative (or sometimes, inaccurately positive) meaning than the sender intended.

Consider this simple sentence. Read it several times, each time emphasizing the word in bold:

I am very disappointed in this outcome.
I am very disappointed in this outcome.
I am very disappointed in this outcome.
I am very disappointed in this outcome.
I am very disappointed in this outcome.

Which interpretation was “correct”? Which meaning did the author intend? Without hearing them speak, your guess is as good as mine. Each variation carries a subtly different emotional weight and implication.

The Downward Spiral of Misinterpretation

The problem compounds when we assume we understand the intent and quickly fire off a reply (or worse, a “Reply All”). Our reaction, based on our perception, can then be equally misunderstood, leading to a frustrating spiral of ineffective communication, hurt feelings, and wasted time and energy.

Your Two-Step Defense Against Digital Miscommunication

So, what should you do when you feel that prickle of frustration or annoyance reading a digital message? Two simple steps can significantly reduce churn and negative feelings:

1. Stop, Breathe, and Re-read Objectively:
   • Take a deep breath. Become conscious of your own emotional state. Then, re-read the message. You might find that what initially upset you could be interpreted in several ways. Actively try not to “read into” the message or “read between the lines.” That which is unwritten is often a product of your own assumptions, not the author’s intent.
2. Pick Up the Phone or Walk Over (Prioritize Richer Communication):
   • If you’re physically co-located, get up and go see the person. If not, dial their number. The power of voice tone (and body language, if in person or on video) is incredible. Even if the core message you hear is the same as what you perceived in writing, you’ll be amazed at how much less upsetting it can feel when you can have a direct, nuanced conversation. This is especially critical for complex or sensitive topics, like those often involved in strategic IT discussions or project updates that I facilitate as a fractional CIO.

A Note for Senders: Choose Your Medium Wisely

Becoming a better message receiver is only half the battle. As a sender, especially when you have a difficult or potentially ambiguous message to communicate, choose your medium with care. You might save a few minutes upfront by dashing off a quick email or IM, but the time and effort spent clarifying misunderstandings or repairing unintended damage later can far outweigh that initial “efficiency.” Whenever possible for sensitive topics, revert to richer forms of communication like a call or a face-to-face (or video) meeting.

What’s Next

In our digitally interconnected SMB environments, clear, effective communication is more critical than ever. By being mindful receivers and thoughtful senders, we can avoid the common pitfalls of text-based misinterpretation and foster more productive, positive working relationships, ultimately helping everyone “Succeed Sooner.”

Is miscommunication sometimes a hurdle in your SMB, particularly around complex projects or strategic initiatives? If you’re looking for a partner who emphasizes clear communication and can help facilitate better understanding and alignment for your technology strategy, let’s connect with Succeed Sooner Consulting.