Chapter 2

Professional Communication Online

As we have already seen, communication is very complex. In professional contexts, the possible tangible outcomes further increase this complexity, for instance when the success of a deal or trust of a customer is at stake. Put all that into a digital environment, and you get an extremely complex situation in which people are prone to miscommunicate, misunderstand each other, and form wrong impressions.

Despite these pitfalls, digitally mediated communication now plays a vital role in virtually all workplaces. E-mail is now central to white-collar work, instant messaging and chat have become popular tools for interacting with customers, and constant interactivity through social media or websites is ...

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