- HANDBOOK FOR
WORKING WITH CULTURALLY DIVERSE GEOGRAPHICALLY DISPERSED
TEAMS
- Chapter Three - Netiquette
Jeanne-Marie Byron
November, 2002 - Chapter Three - Netiquette
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Netiquette refers to the proper etiquette used in communication on the Internet. Everyone grows up learning manners and codes of conduct. However, what is acceptable in one country, or in a given home for that matter, can be quite different in another. When communicating across cyberspace, virtual team members must be aware of these cultural differences and make sure that the language they use is precise and does not offend. Culturally diverse and geographically dispersed teams are particularly vulnerable as the successful completion of their projects relies significantly on the quality of their virtual communications.
Unless you know the recipient quite well, always err on the side of caution. Without the clues normally obtained in face-to-face interactions from body language and facial expressions, only the text conveys meaning. When writing message texts across cultural and geographical borders, consider all the implications the message might be transmitting and anticipate possible cultural misunderstandings. To prevent textual faux pas and enhance the quality of communication, it is crucial to gain a sound understanding of the cultures of your virtual team members.
The most important rule to remember is that there is a person at the receiving end of your message. This may be hard to do, especially when you have never met the person face-to-face.
Guidelines for
on-line written communications
Address the person using the proper, culturally appropriate title.
Not doing so in certain cultures can be considered highly
disrespectful. The following website has a chart showing salutations
used in different countries
http://www.bspage.com/address.html.
Use a brief but descriptive subject line. In these days of mass emails, a meaningful subject line can save the receiver a lot of time while scanning the messages in the in-box. When replying to a message, change the subject line as appropriate. When there is a rapid exchange of messages, this helps both parties keep track of the flow of the conversation.
Use a polite closing phrase (respectfully, sincerely, truly yours) and sign your messages. If appropriate, include your title, address and other pertinent data. Theses rules can be relaxed once a more informal rapport has been established.
Ask permission or advise recipient before sending an attachment. When sending an attachment, make sure it is in a format compatible with the receiver's and that it is virus free. If you accidentally send a virus, immediately advise the recipient. It is important to agree on a standard format for saving files if people are going to be accessing shared files from a networked computer.
Language
issues
When members of a virtual team are not all native speakers, effective
communication and the building of trust can be compromised.
Use simple sentence structures and basic vocabulary. If English is the chosen language of communication, be aware of its various forms and keep in mind that British English is taught in Europe, the Middle East and Africa.
Grammar and
spelling
In business exchanges particularly, poor grammar and
spelling can make a very bad impression. Make sure you spell check
and proofread your message before sending it.
If you receive a message with many errors, don't automatically pass judgment. Your team member could be a non-native speaker or just in a rush and responding to you as quickly as possible.
Refrain from using all capitals in one word. This gives the effect that you are SHOUTING and your message could be interpreted in the wrong way.
Use paragraphs and separate them by skipping a line. It makes the message easier to read. Don't forget to use proper punctuation.
Use of acronyms
and abbreviations
It is extremely frustrating to read a document containing
acronyms you do not understand. To save face, the receiver may not
ask for clarification and, as a consequence, an important part of a
message can be lost. If you do use them, make sure you include the
full meaning.
The use of abbreviations can also be problematic to non-native speakers. Netspeak, (C U L8r =see you later) and Netcronyms (IMO=in my opinion) should not be used. Provide a translation if you would like to include them. For reference of netcronyms go to http://www.horizon.7p.com/netcronyms.htm
Time factors
"Our conception of time is strongly affected by culture
because time is an idea rather than an object" (Trompenaars, 1999),
p.124) Perceptions of time vary greatly from culture to culture. Keep
that in mind when communicating with other cultures. To avoid
misconceptions, it is best for virtual team members to establish
norms about time schedules.
You should acknowledge receipt of electronic messages, and either respond or give the sender a time frame of when you will reply. Not responding within an appropriate time frame can vex others and cause misunderstandings. It is good practice to check one's email regularly to avoid delays in communications.
Consider time and date differences when sending and expecting messages
On-line feelings
and humor
Expressing feelings on-line is a delicate matter. Culture
plays a strong role. While in diffuse societies, displays of emotions
are acceptable, they can be considered extremely inappropriate in
others. Again, the best advice is to familiarize yourself with the
cultural mores of your virtual teammates. If you are in a business
setting and are unsure of the cultural mores and preferences of your
teammates, it is best to remain neutral.
Emoticons are increasingly popular but should not be used unless you are sure they will be understood and/or be appreciated. For a list of list of popular emoticons go to http://www.reisenhofer.com/EMOTIC.HTM.
On-line humor between diverse cultures is best avoided. Too many misinterpretations are possible and the risk of offending is too high. Humor is one of the hardest elements of a culture to comprehend. Speaking a language, even fluently, doesn't guarantee that you will fully understand or convey humor appropriately.
References
Fontaine, G. (2002). Teams in Teleland: Working Effectively in Geographically Dispersed Teams "in" the Asia Pacific. Team Performance Management, 8(5/6).
Iwaniw, T., 2002, Netiquette Site Webring Home Page, [On-line]. Available; 4 Nov., 2002 from the World Wide Web: http://songweaver.com/netiquette.html
Kegan, R. and Lahey, L. L. (2001). How the way we talk can change the way we work.
Kemble, C., Distributed (Virtual) Teams: Overcoming Time and Geography, [On-line]. Available; 3 Nov., 2002 from the World Wide Web: http://www-users.cs.york.ac.uk/~kimble/mis/Distributed_Team_Work.html
Johansen, R. & O'Hara-Devereaux, M. (1994). GlobalWork: Bridging Distance, Culture and Time. San Francisco,CA: Jossey-Bass Publishers.
Lipnack, J. & Stamps, J. (2000). Virtual teams: People working across boundaries with technology, 2nd edition. New York: John Wiley & Sons, Inc.
O'Hara-Devereaux, M. & Johansen, R. (1994). GlobalWork: Bridging distance, culture and time. San Francisco: Jossey-Bass Publishers.
Pearce, F., April 26th, 1999, Netiquette for Personal Communications, [On-line]. Available; 5 Nov., 2002 from the World Wide Web: http://www.bspage.com/1netiq/Netiq.html
Shea, V., The Core Rules of Netiquette, 1999, [On-line]. Available; 8 Nov., 2002 from the World Wide Web: http://www.albion.com/netiquette/corerules.html
Song, M., Massy A.P., Montoya-Weiss, M. (2001). "Getting it together: Temporal coordination and conflict management in global virtual teams," Academy of Management Journal, 44(6), (December, 2001), 1251-1262.
