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Ever broken up with someone by text message? Read an Evite but not responded? If a nearby friend is entering a PIN code, don't you politely avert your gaze?
In a fascinating article on techno-etiquette, The Economist relates a tale of a group of British politicians circa 1864 being disturbed by a knock on the door heralding a late-night telegram. Fearing news of war or worse, they read it and were enraged to discover it was an announcement of services by a local dentist.
This was, notes Matthew Sweet, a historian, the first example of what is known today as "spam". It shows that new communications technologies have been prompting questions about etiquette ever since the advent of the telegraph in the 19th century. The pattern is always the same: a new technology emerges on the scene, and nobody can be quite sure how it will be employed, or the appropriate etiquette for its use. So users have to make up the rules as they go along.
When we designers play our part in producing objects containing disruptive technologies, it's difficult to plan for the new social situations they may spawn--introducing new language, for instance. "Hello," for example, was not a widely-used word--until Edison had to think of what people should say when picking up the telephone. (Bell's rejected bid: "Ahoy, ahoy.") The Japanese phrase "moshi moshi" is not a meaningful phrase, but something you say on the phone to confirm the other party can hear you.
In South Korea (and lately in New York, we've noticed) people tend not to leave voicemails as much, but assume that since you can see your "missed calls" you will simply call them back. In Scandinavia it's reportedly common for people to text you seeking permission to call.
As this stuff fascinates us, and we have a global readership, please tell us in the comments: What forms of techno-etiquette exist in your area? We're sure it will make interesting reading for all.
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Comments
Yeah, the missed calls thing is how we do it here in Manila. Sometimes, like before parting with a friend, you agree to give the other person's phone a ring to instantly communicate something, like when you've reached your destination already, or when you're supposed to call, or when you're ready to be picked up, etc.
I have noticed that here in the SW USA, it is common for people answer their phone not with a "Hello" but with a, "This is Bob", or "This is Mike", etc. Seems kinda strange, since surely people know who they are calling? However, I find myself doing it now....
after leaving my native scotland for germany, people think i am crazy as i always end an sms with my name. they think its weird as they know its me before they even open it as my number is, usually, stored on their handset.
Text for permission to call is common around here (Pacific Northwest) when dealing with people who spend most of their day in a meetings.
"This is Bob" is a hold over from the days when families shared a single phone number. With five kids in the house you had to identify yourself. If only so your parents knew who to blame when they didn't get that important message from work.
I haven't seen much consistency in the way people behave in these situations. Some people never ever answer a phone call, but will always text you back before you even close your phone. Most people I know don't call back if it's just a missed call - if it's important, leave a message; if you don't, then they must be bored to be calling you back. I think email has changed the way people choose to manage information - if you can keep track of stuff as voicemail or text messages, it's one less thing you have to store in the head.
It's common in my group of friends(SF Bay area) to txt if you are conveying or requesting information. If there's a conversation to be had, you make a phone call. If you get voice mail, it's common to hang up and txt instead. The entire point being to convey communications in the least invasive, most efficient way possible.
I've noticed that, since I base how important a call by how many times the person bothered to call me before leaving a voicemail, I'll do the same in kind--if I need to talk to them RIGHT NOW I'll call three times before leaving a voicemail; if it's not important, I'll call once or just text.