5 Reasons Why You Should Not Give Critical Feedback Over Email, Slack, or Text
In today's digital-first world, delivering critical feedback through convenient mediums like email, Slack, or text messages can be tempting. While these tools are excellent for quick updates and casual communication, they are ineffective (and too risky) when navigating sensitive and challenging conversations.
At Bloom, we've observed a troubling increase in communication breakdowns and fractured work relationships stemming from conversations that should have taken place in real-time, either face-to-face or over Zoom. Instead, these important discussions were initiated via Slack, email, or text, leading to misunderstandings and a lack of personal connection. This shift has highlighted the crucial need for more intentional and direct communication methods to foster better understanding and collaboration within teams.
Here are five reasons why you should avoid giving critical feedback through these channels, supported by data and insights highlighting their negative impact on fostering an affirming and anti-oppressive workplace culture.
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First, here’s some context: Receiving “negative” or “constructive” feedback in the middle of a workflow can be highly disruptive, often derailing focus and productivity. If you care about the person you're providing critical feedback to, especially when it's performance-related, it's crucial to ensure they are in a good place to receive it. Catching someone by surprise with a long Slack message, email, or text without the opportunity for them to ask clarifying questions in real-time is not only ineffective; it's cruel. By incorporating feedback into a pre-scheduled meeting, a dedicated 1:1, or intentionally setting up time specifically for this purpose, you can be both intentional and thoughtful in your approach. This not only shows respect for their current work but also demonstrates a commitment to their professional growth and well-being, fostering a more supportive and effective feedback environment.
1. Lack of Tone and Emotional Context
Digital communication strips away the nuances of tone and body language, essential components of effective feedback. According to research by Mehrabian and Ferris, only 7% of communication is based on the actual words we say, while 38% is based on tone of voice, and 55% is body language. These cues are necessary for recipients to easily interpret critical feedback, leading to unnecessary confusion, frustration, and resentment.
Insight: To foster a supportive workplace, it's crucial to ensure that feedback conveys empathy and understanding. Face-to-face or video calls allow for a richer, more comprehensive exchange, reducing the risk of miscommunication.
2. Perceived Anonymity and Escalation
The perceived anonymity of digital communication can encourage individuals to be harsher or less considerate than they would be in person. A study by the University of Haifa found that people are more likely to engage in harmful online behaviour than face-to-face interactions. This phenomenon, known as the "online disinhibition effect," can exacerbate conflicts and harm relationships within the team.
Insight: In an affirming workplace, feedback should aim to build rather than break relationships. Delivering feedback in person or via video call encourages accountability and discourages overly harsh criticism, promoting a more respectful and constructive dialogue.
3. Absence of Immediate Clarification
Critical feedback often requires immediate clarification to ensure understanding and to address any concerns or questions the recipient might have. In digital communication, the back-and-forth nature of clarifying questions can be delayed, causing anxiety and prolonged periods of uncertainty for the recipient. This delay can undermine the effectiveness of the feedback and increase stress levels.
Insight: Real-time conversations allow for instant clarification, ensuring that feedback is understood correctly and that any issues are promptly addressed. This approach supports a more transparent and reassuring communication culture.
4. Impersonal Nature and Emotional Impact
Receiving critical feedback through impersonal digital channels can make employees feel undervalued and disconnected from their team. According to a Gallup survey, employees who feel undervalued are more likely to be disengaged and less productive. The lack of personal touch in digital feedback can exacerbate feelings of isolation and disconnection, particularly in remote work environments.
Insight: An anti-oppressive workplace culture prioritizes the emotional well-being of people at all levels. Delivering feedback directly over the phone, in person, or via video call demonstrates respect and care for the individual's feelings, reinforcing their value to the team and the organization.
5. Potential for Miscommunication and Documentation
Digital communication is prone to misinterpretation, and written feedback can be taken out of context or misread. Additionally, critical feedback can be permanently documented once it is written, potentially causing long-term damage to the recipient's reputation or career if not handled delicately. The permanence of digital records can also discourage open and honest dialogue.
Insight: Ensuring that feedback is conveyed and understood correctly is essential for maintaining trust and fairness. In-person or video conversations allow for a more nuanced and sensitive approach, reducing the risk of miscommunication and the potential negative consequences of written records.
When It Is Appropriate to Give Critical Feedback via Email and Text
While face-to-face or video call feedback is generally preferred for its richness and clarity, there are specific situations where digital communication might be more appropriate or even necessary. Here are instances when giving critical feedback via email or text can be suitable:
1. Accessibility for Neurodivergent Employees—For some neurodivergent individuals, written communication is more accessible and manageable than verbal conversations. Written feedback can give them the time to process the information, formulate their thoughts, and respond thoughtfully without the pressure of an immediate reaction.
Example: An employee with social anxiety or autism might find written feedback less overwhelming, allowing them to engage with the content at their own pace.
2. Asynchronous Work Culture—In workplaces where asynchronous communication is the norm, delivering feedback via email or text aligns with the established culture. This approach can be particularly beneficial in distributed teams across different time zones, where scheduling real-time meetings can be challenging.
Example: A global team working on a project might rely on email for feedback to accommodate varying schedules and ensure everyone can review and respond in their own time.
3. Time Sensitivity—In situations where immediate feedback is necessary but a real-time conversation is not feasible, digital communication can be a practical alternative. This ensures that feedback is delivered promptly, allowing for timely corrections or adjustments.
Example: If a critical error is identified just before a deadline, sending a quick message can address the issue immediately, ensuring it is resolved immediately.
Delivering critical feedback over email, Slack, or text can undermine your interest in cultivating an anti-oppressive workplace culture. Relying on these digital channels risks miscommunication, conflict escalation, and emotional detachment. Prioritizing face-to-face or video call feedback ensures that communication is empathetic, clear, and respectful, fostering a supportive environment where all employees feel valued and understood.
However, there are valid scenarios where digital communication is appropriate and beneficial. Email and text can effectively deliver critical feedback in situations such as recognizing and respecting individual accessibility needs, aligning with asynchronous work cultures, ensuring clarity and documentation, and addressing time-sensitive issues. By thoughtfully choosing the appropriate medium for feedback, we can maintain an affirming and anti-oppressive workplace culture that values inclusivity and clear communication.
While we work towards building better workplaces, let's dedicate ourselves to providing critical feedback with the respect and thoughtfulness it deserves, aligning our communication strategies with our core values.