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Learning to Avoid Snarky Emoticons
November 30, 2010 @ 12:53 PM | By Support Squad

Have you ever had one of those days when you feel that no matter what you say, others around you take the information and either use it incorrectly, don’t know how to use it or even find something in your words offensive when they’re meant otherwise?  

Communication can be difficult in the age of texts over phone calls or instant messages over face-to face-discussion, and often the words that are received end up processed in an entirely different tone or meaning than what the sender intended.

I encountered this recently when attempting to instant message my rather moody friend, Sara, who sought advice on how to best join her Microsoft Office Live Meeting 2007 session while using a Mozilla Firefox browser.  When Sara reported an error, I quickly chatted that the cause would likely be a communication issue.  Sara took this the wrong way, thinking I’d indicated she was a poor communicator. Within seconds, I received a special instant message emoticon in the shape of a head sticking its tongue out at me.

Realizing that while we had been chatting in the same language, the intent of the communication had been lost, I forwarded Sara this link: http://intercall.custhelp.com/app/answers/detail/a_id/637/session/L3NpZC9HbUR2X2tnaw%3D%3D. It explains how to allow the Firefox browser to recognize the file type needed to initiate the Live Meeting console.

Her challenges with joining were soon behind both of us, and I hope to avoid getting any more snarky emoticons sent my way.  In the end, I had attempted to express one thing to Sara, but much like she found with her browser failing to parse the same information that another version might immediately accept, she’d failed to take my meaning. Luckily, I was able to correct both situations through the InterCall Knowledge Base, which provided clear, concise instructions for the problem at hand.

Jake Bendrick is a web operations manager at InterCall

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