How Computer-Mediated Communication can Confuse Emotions in Diverse Teams

Abstract

This study focused on how various forms of CMC (Computer-mediated communication) were perceived and analyzed in a team setting by different genders and members of different generational groups. Specifically, the aspects of flaming, emoticons, and conflict resolution were examined in detail. Hypotheses concerning flaming were mixed as while all participants disliked flaming, baby boomer-age respondents were more tolerant of it. However, all hypotheses concerning emoticon usage were not supported. Neither gender specifically supported emoticon usage. Also, younger generations were not as supportive of emoticon usage in a team setting as expected. Finally, mixed results were found for hypotheses concerning conflict resolution. While male respondents were more comfortable with conflict over CMC, there was no significantly higher level of comfort concerning conflict and CMC for younger generations. Implications and possible avenues for future research are also discussed.