A study conducted by researchers at the University of Ottawa examined how the use of emojis in professional instant messages influences perceptions of competence and appropriateness. The research indicated that messages without emojis were generally perceived as the most professional and appropriate option.
Research Overview
The study, led by Erin L. Courtice, with Megan Lawrence, Charles A. Collin, and Isabelle Boutet, explored the effects of emoji inclusion on how message senders are perceived in a professional context.
Findings from the research suggest that emojis are not neutral additions to digital communication but can influence evaluations of professionalism and trust.
Methodology
The study involved 243 undergraduate students, comprising 134 men and 109 women, with an average age of 21.63 years. Participants were asked to evaluate short, hypothetical workplace messages purportedly sent by a co-worker. These messages varied in three key aspects:
- Emotional Tone: Messages were crafted to convey positive, neutral, or negative emotional tones.
- Emoji Inclusion: Each message either included a positive emoji (a grinning face), a negative emoji (an angry face), or no emoji. Both tested emojis were from the iOS platform.
- Evaluation Metrics: Participants rated the sender's perceived emotional tone, competence, and appropriateness based on the messages.
Key Findings
The study's observations highlighted several patterns regarding emoji use in professional messages:
- Messages Without Emojis: Messages that did not include any emojis consistently received the highest ratings for professionalism and appropriateness among participants.
- Negative Emojis: The inclusion of negative emojis notably reduced perceived competence and appropriateness. This effect was particularly pronounced when negative emojis accompanied neutral or positive message content, and they also led to a more negative interpretation of the sender's emotional tone. Even when negative emojis were consistent with a negative message, competence ratings remained low.
- Positive Emojis: While positive emojis generally fared better than negative ones, they did not consistently improve perceptions of the sender compared to messages without emojis. Adding a positive emoji to an already positive sentence, for example, did not reliably increase perceptions of appropriateness.
- Dissonance from Mismatched Signals: Combinations where the emoji's tone conflicted with the message's tone, such as a positive emoji accompanying a negative message, were interpreted as creating dissonance or insincerity. Such inconsistencies could result in the sender appearing less competent.
- Workplace Display Rules: The research suggested that evaluations of emotional cues in digital communication, including emojis, are influenced by established workplace expectations regarding emotional expression.
Gender-Related Observations
Minor gender effects were observed during the study. Women participants occasionally judged negatively toned messages from women senders more critically on appropriateness compared to men participants. This occurred specifically when a woman sender used a negative emoji or when a message from a woman sender was negative without an emoji. However, the study concluded that message tone and emoji choice were the primary factors driving judgments, rather than gender.
Study Limitations
The researchers identified several limitations within the study:
- The participant sample consisted exclusively of undergraduate students, which may not represent a diverse range of workplace demographics or experiences.
- The messages used were hypothetical, brief, and highly controlled, potentially limiting the generalizability of findings to complex real-world interactions.
- Only two specific facial emojis (a grinning face and an angry face) from the iOS platform were tested, meaning the findings may not apply universally to all types or styles of emojis.
Practical Implications
For professionals in workplace communication, the research suggests exercising caution when using emojis:
- Omitting Emojis: For messages that are already clear and professional, omitting emojis may help maintain credibility.
- Positive Emojis: These may be acceptable in neutral or upbeat exchanges but do not reliably enhance perceptions of professionalism or appropriateness.
- Negative Emojis: Generally, negative emojis are best avoided in professional settings due to their significant negative impact on perceived competence and trustworthiness.
The study's findings are available in the journal Collabra.