When people interact in person, subtle signals like facial expressions, body language, and tone of voice play a crucial role in communicating intent. In text-based communications, emojis have become a widely popular tool for replacing these missing nonverbal cues.
But how do they actually land in a professional environment? According to researchers from the University of Ottawa’s School of Psychology, the answer is simple: not very well.
Published in the journal Collabra: Psychology, the study examined how emojis affect perceptions of competence and appropriateness in professional settings. The team asked participants to read a series of workplace instant messages that varied in tone and emoji use, and then rate the sender.
The golden rule of text
The results illuminated a clear preference within professional circles. The safest bet was sending messages without emojis, which consistently made the sender appear more competent and professional.
However, when visual cues were introduced, the rules became highly nuanced. Positive emojis enhanced impressions, but only when paired with a neutral or positive message. Conversely, negative emojis were universally judged as inappropriate for workplace communication, dragging down the sender’s perceived competence even when the text itself was positive or neutral.
Interestingly, the researchers also uncovered a distinct gender dynamic in how these digital messages are received. Women judged negative messages sent by other women much more harshly than negative messages sent by men, rating them as significantly less appropriate.
Lead author Erin L. Courtice said: “This study highlights the importance of being mindful about the potential impact of emojis on professional interactions. Emojis are not simply neutral add-ons to text messages; they can influence how others perceive us, particularly in terms of competence and appropriateness. By understanding the nuances of emoji use, professionals can leverage these digital tools to enhance their communication and build stronger workplace relationships.”
Mixed signals and professional trust
One of the most crucial findings was that emojis cannot be used as a digital band-aid to cover up errors or deliver bad news.
Many professionals attempt to soften the blow of critical feedback by tacking on a positive emoji. The study found that this strategy frequently backfires, creating a jarring sense of dishonesty and insincerity.
Ultimately, the actual tone of the written message remains far more important than the graphical embellishment. Adding a positive emoji to a positive sentence did not increase perceptions of appropriateness, and the researchers warned that sending mixed signals can severely erode professional trust and affect an employee’s willingness to collaborate on future projects.
Courtice said: “Future research should consider how emojis function within broader communication patterns, examining outcomes such as conversation flow, rapport building, conflict resolution, and team cohesion in digital workplace environments.”
