Internal e-mail communication in the workplace: Is there an “East-West divide”?

Abstract

AbstractWesterners are often depicted in intercultural communication literature as direct and Asians indirect when they communicate. If their communication styles are so different, however, how can they understand each other and collaborate in the workplace? The present article looks at internal e-mail communication in the workplace. More specifically, the aim of this article is twofold: first, to analyze the way Western employees formulate three different speech acts (request, criticism, and disagreement) when writing internal work e-mails to their Asian colleagues, and second, to examine the way these e-mails are perceived by the Asian employees in terms of politeness, friendliness, and clarity. The data consists of 182 elicited e-mails produced by Western employees using role enactment and 33 perception questionnaires collected in different Asian business units of an international company. The procedure to analyze the elicited e-mails is inspired by the CCSARP while the questionnaires are analyzed following sociolinguistics studies. Last, the discussion of the results is anchored partly in the ongoing East-West politeness debate.