Cite this article as: Waziri, Z.Y. (2023). The Role of Politeness Theory in Resolving Misunderstandings in Social Media Communication. Zamfara International Journal of Humanities, (2)2, 36-42. www.doi.org/10.36349/zamijoh.2023.v02i02.004.
The Role of Politeness Theory in Resolving Misunderstandings in Social Media Communication
By
Zulfaa Yushau Waziri
Department of English and Literary Studies
Ahmadu Bello University, Zaria
080835650324/zulfaayw@gmail.com
Abstract
In the fast-paced and dynamic world of social media
communication, misunderstandings frequently arise due to the absence of
non-verbal cues and the limited nature of online interactions. This paper
explores the role of politeness theory in resolving misunderstandings in social
media communication. Politeness theory, a pragmatic framework by Brown and
Levinson (1987), provides insights into how individuals manage and maintain
face in communication. By examining the use of politeness strategies in online
contexts, this paper highlights the importance of explicitness, pragmatic
adaptations, and politeness strategies in resolving conflicts and clarifying
intentions. It also discusses the challenges posed by the absence of non-verbal
cues and the potential for misinterpretation in digital interactions.
Understanding and employing politeness theory can enhance effective communication,
promote empathy, and mitigate misunderstandings in the ever-evolving landscape
of social media platforms. This paper emphasises the significance of
incorporating politeness as a tool for navigating social media communication
and fostering harmonious online interactions.
Keywords: Misunderstandings, Pragmatic
Strategies, Politeness Theory, Social Media Communication, Resolving
Introduction
Pragmatics, the branch of linguistics that studies how
context influences the interpretation of meaning, plays a crucial role in
effective communication. Social media is a growing form of communication that enables a wide range of
people to interact among themselves. Quan-Haase and Sloan (2017:2) explain that
“social media form a new
means of socialisation,
public debate and information exchange.” That is, socialisation and other
means of communication can be carried out through social media. Hence, the interactional focus to which pragmatists adapt is a
broader range of theoretical and methodological framework approaches drawn
not only from Pragmatics but also from other
neighbouring fields of scientific inquiry,
such as social media, which provides communicative content that helps to transform
the individual user experience into a joint collaborative social undertaking. Since pragmatic meaning is the outcome of complex
processes such as what is said and the meaning
implied, the form and content are not only chosen by the author but also by the
readers.
With the rise of social media platforms, communication has
undergone significant transformations, presenting unique challenges and
opportunities. Social media platforms such as Facebook, Twitter, Instagram, and
TikTok have become pervasive in our daily lives, revolutionising how we
interact, share information, and build relationships. The impact of social
media on communication cannot be understated. It has facilitated instant global
connectivity, allowing people to communicate across geographical boundaries and
cultural contexts. However, the nature of social media communication introduces
distinct pragmatic challenges. The constraints of online platforms,
characterised by text-based messages, limited character counts, and the absence
of non-verbal cues, necessitate new strategies for effective and meaningful
communication.
Similarly, the paper employs the intricate relationship
between pragmatics and social media communication, specifically focusing on the
role of pragmatic theories in resolving misunderstandings. By understanding the
pragmatic aspects of social media interactions, one can gain insights into how
to navigate the complexities of digital communication and mitigate
misinterpretations. Additionally, the role of technology in facilitating
pragmatic understanding, considering cultural and contextual factors, the future
directions and implications. By the end of this exploration, the paper the
importance of pragmatics in navigating the evolving landscape of social media
communication and fostering more effective and harmonious online interactions.
The paper employs the quantitative methods of gathering data
through questionnaires designed and distributed to social media users on their
experiences with misunderstandings in online communication. The purposive
sampling methods were used to select a diverse range of social media users who
have experienced misunderstandings.
Statement of Research Problem
The study explores the
application of Politeness Theory as a framework for navigating and resolving
misunderstandings in social media communication. In an era where digital
interactions play a pivotal role in shaping interpersonal relationships,
understanding the role of politeness strategies in diffusing tensions and
fostering positive online discourse becomes imperative. The study seeks to
answer the following questions: 1. How do individuals employ politeness
strategies in social media communication to address and resolve
misunderstandings? 2. To what extent does cultural background influence the
interpretation of politeness in online interactions? 3. How do varying levels
of social media familiarity of politeness strategies in resolving conflicts and
promoting positive discourse? 4. How does the application of politeness theory
contribute to the development of improving online communication and reducing
the frequency of misunderstandings?
Aim and
Objectives of the Study
This research seeks to
unravel the nuances of how politeness theory can be employed to enhance
communication effectiveness and cultivate a more harmonious digital
environment. Hence the objectives are to: examine how individuals employ
politeness strategies to resolve misunderstandings; and examine how cultural
differences influence the interpretation of politeness interaction in online
communications.
Review of Related Literature
II. Pragmatic Challenges
in Social Media Communication
Social media communication presents various pragmatic
challenges that impact the way messages are interpreted and understood. These
challenges stem from the unique characteristics of digital platforms, the limitations
of online interactions, and the diverse nature of the user base. Understanding
and navigating these challenges is crucial for effective communication and
building positive online relationships. Some of the pragmatic challenges in
social media communication are:
a. Contextual Constraints and Implications on Meaning
Social media communication often lacks the rich contextual
information that is present in face-to-face interactions. Without the physical
context, such as body language, tone of voice, and facial expressions, messages
can be easily misunderstood or misinterpreted (Herring, 2016). The absence of
context can lead to ambiguity and make it challenging to accurately infer
intended meanings. Users must rely solely on the textual content, which can be
open to multiple interpretations.
Moreover, social media platforms typically have limited
character counts or impose restrictions on message length. This constraint
forces users to condense their messages, potentially leading to information
loss and reduced clarity. As a result, individuals need to carefully craft
their messages to convey their intended meaning within the imposed limitations.
b.
Lack of Non-Verbal Cues and its Effect on Interpretation
Face-to-face communication greatly benefits from nonverbal
clues since they give extra levels of meaning and enable the expression of
intents and emotions. Nevertheless, non-verbal signs are absent or greatly
diminished in social media conversation. The inability to perceive vocal
inflections, gestures, or facial expressions can result in misunderstandings
and misinterpretations of messages (Derks, et
al., 2008).
For example, a sarcastic remark made in person might be
accompanied by a playful tone of voice or exaggerated facial expressions,
making it clear that it is not meant to be taken seriously. In the written form
on social media, without these non-verbal cues, the sarcastic remark may be
misconstrued as genuine, leading to confusion or offence.
c.
Ambiguity and Misinterpretation Issues
Social media interactions are often characterised by brevity
and informality, which can lead to abbreviated or fragmented messages. This
brevity can increase the likelihood of ambiguity and misinterpretation.
Messages may lack necessary details or context, making it challenging for
recipients to accurately grasp the intended meaning (Thurlow, et al., 2018).
Furthermore, the use of abbreviations, acronyms, and
internet slang is prevalent in social media communication. While these
linguistic shortcuts can enhance efficiency, they can also lead to confusion
and misunderstanding, particularly for individuals who are not familiar with
the specific jargon or abbreviations being used.
Misinterpretation can also arise due to differences in
cultural backgrounds, values, and norms. Social media transcends geographical
boundaries, allowing individuals from various cultures to interact. However,
cultural differences in communication styles, humour, and politeness norms can
lead to misunderstandings or unintentional offences (Kim & Yun, 2016). Understanding
these pragmatic challenges is essential for effectively navigating social media
communication.
Politeness
Theory: A Pragmatic Framework
Politeness Theory, developed by sociolinguists Brown and Levinson,
offers a pragmatic framework for understanding how individuals manage
face-saving and politeness in communication (Brown & Levinson, 1987).
Politeness is crucial in social interactions as it helps maintain positive
relationships, respect social norms, and mitigate potential conflict.
Politeness Theory provides insights into the strategies individuals employ to
balance their own needs and the needs of others during communication. In the
context of social media interactions, Politeness Theory becomes particularly
relevant due to the diverse and often anonymous nature of online communication.
As individuals engage with a wide range of people from different backgrounds
and cultures, understanding politeness strategies can help navigate potential
misunderstandings, maintain harmonious interactions, and promote a positive
online environment.
Politeness Theory identifies various politeness strategies
individuals employ to manage their social image and interact with others
respectfully. In social media, where communication is often brief and lacks
non-verbal cues, understanding and applying these strategies becomes crucial.
i.
Positive
Politeness: Users employ positive politeness strategies to emphasise
friendliness, camaraderie, and solidarity with others. This includes using
expressions of appreciation, compliments, and supportive comments to create a
positive atmosphere and foster a sense of connection (Vayreda & Antaki,
2009).
ii. Negative Politeness: Negative politeness strategies are used
to respect others' autonomy and avoid imposing on them. Users employ indirect
requests, hedging language, and deferential expressions to minimise the
potential for face-threatening acts (Kasper & Dahl, 1991). By being
considerate of others' autonomy and minimising potential impositions, users can
maintain politeness and avoid conflict.
iii. Off-Record Politeness: Off-record politeness involves
hinting or indirectly conveying a message without making explicit requests or
demands. Users may use vague language, allusions, or humour to indirectly
communicate their intentions, allowing others to save face while still
understanding the intended meaning (Garcia-Marco, et al., 2016).
C.
Examples of Politeness Strategies in Online Contexts
In social media interactions, users often employ politeness
strategies to maintain positive and respectful communication. Examples of these
strategies include:
Using
expressions of gratitude:
Users may express appreciation through comments, likes, or shares to show
acknowledgment and gratitude for others' contributions.
Employing
hedging language: Users may use
tentative language, such as "I think", "perhaps", or
"it could be", to soften assertions and avoid appearing overly
authoritative or confrontational.
Employing
humour and emojis: Humour
and emojis can be used to lighten the tone of a message, diffuse potential
tension, and create a friendly and light-hearted atmosphere.
Giving
compliments: Users may offer
compliments or positive feedback to show support, validate others'
contributions, and foster a sense of camaraderie and mutual appreciation.
By employing these politeness strategies, users can navigate
social media interactions effectively, mitigate potential conflicts, and
contribute to a positive online community. Understanding and applying
Politeness Theory in the analysis of social media communication allows
individuals to communicate respectfully, manage potential conflicts, and
promote a harmonious online environment. In the following sections, we will
explore strategies for resolving misunderstandings in social media
communication, drawing on the insights provided by Politeness Theory.
IV.
Resolving Misunderstandings in Social Media Communication
Resolving misunderstandings in social media communication
requires employing clarification strategies and being explicit in conveying
intentions and meanings. Due to the limited character counts and absence of
non-verbal cues, messages can be easily misinterpreted. Users can address this
challenge by using explicit language, providing context, and asking for
clarification when needed (Vayreda & Antaki, 2009). Explicitness helps
reduce ambiguity and allows recipients to better understand the intended
meaning of a message. By being clear and specific in their communication, users
can prevent misunderstandings and foster effective online interactions.
In the absence of non-verbal cues, individuals engaging in
social media communication adapt their pragmatic strategies to compensate for
the lack of contextual information. Users may resort to alternative means of
conveying emotions and intentions, such as using emojis, GIFs, or other visual
cues (Derks, et al., 2008).
Emoticons, for instance, can help express tone, emotions, or sarcasm, providing
additional cues to enhance the clarity and interpretation of messages. These
adaptations help bridge the gap created by the absence of non-verbal cues,
allowing users to better convey their intended meanings in online interactions.
Resolving conflicts in social media communication requires
employing politeness strategies and face-saving techniques. Conflicts can arise
due to differences in opinions, misunderstandings, or offensive remarks.
Politeness strategies, such as using indirect language, employing positive
politeness, or offering apologies when necessary, can help de-escalate
conflicts and restore harmonious communication (Garcia-Marco, et al., 2016). Face-saving techniques,
such as acknowledging the perspectives of others, reframing statements to
minimise offence, or seeking common ground, can also contribute to conflict
resolution and promote respectful dialogue (Döveling & Schulz, 2019). By
utilising these strategies, users can address conflicts effectively while
maintaining positive social interactions on social media platforms.
Understanding and implementing these strategies for
resolving misunderstandings in social media communication is crucial for
promoting effective and positive online interactions. By employing
clarification strategies, adapting to the absence of non-verbal cues, and utilising
politeness strategies, users can navigate social media conflicts, prevent
misunderstandings, and foster a conducive online environment.
VI.
Cultural and Contextual Considerations in Politeness Understanding
Politeness norms and expectations vary across different
cultures, and understanding these variations is crucial in social media
communication. Cultural factors shape individuals' perceptions of politeness,
including the appropriate use of language, tone, and gestures (Gudykunst,
2005). For example, some cultures prioritise direct and straightforward
communication, while others value indirectness and politeness. These cultural
variations can lead to misunderstandings and misinterpretations in social media
interactions. Being aware of these differences allows users to adapt their
communication style to the cultural norms of their audience, fostering
effective and respectful cross-cultural communication.
Social media platforms play a significant role in shaping
language use and influencing politeness strategies. The unique features and
constraints of social media, such as character limitations, instantaneity, and
public visibility, impact the way individuals communicate and express
politeness (Androutsopoulos, 2014). These platforms have given rise to new
forms of communication, including abbreviations, emoticons, and informal
language. Additionally, the affordances of social media, such as the ability to
edit or delete messages, influence users' perception of social consequences and
may affect their use of politeness strategies. Understanding how social media
platforms shape language use and politeness is essential for effective
communication and the interpretation of intended meanings.
In social media interactions, the lack of non-verbal cues
and the global reach of these platforms make it crucial to consider the cultural
context to avoid misunderstandings. Different cultures have unique ways of
expressing politeness and interpreting messages and what may be considered
polite in one culture could be perceived differently in another (Chen, 2013).
By taking cultural context into account, users can avoid unintentional offence
and navigate potential miscommunications. This includes being aware of cultural
taboos, sensitivity to certain topics, and adapting one's communication style
to align with the cultural expectations of the audience. Understanding the
cultural and contextual dimensions of politeness is essential for effective and
respectful communication in social media interactions. By recognising
cross-cultural variations in politeness norms, considering the influence of
social media platforms on language use and politeness strategies, and
appreciating the importance of cultural context, users can navigate diverse
online environments with cultural sensitivity and avoid misunderstandings.
Findings
1. Many social media users encounter misunderstandings in their
online conversations, indicating the prevalence of communication challenges in
this context.
2. A majority of respondents believe that employing politeness
strategies can help resolve misunderstandings in social media communication,
highlighting the perceived value of politeness theory in promoting effective
communication.
3. Participants often express their opinions and assert their
right to freedom of speech, which can sometimes lead to conflicts and
misunderstandings when politeness strategies are not considered.
4. Cultural differences can contribute to misunderstandings in
social media communication, suggesting the importance of cultural sensitivity
and awareness in online interactions.
5. While some participants are open to engaging in respectful
and inclusive discussions to address misunderstandings, others may resist such
approaches, perceiving them as attempts to silence their opinions.
6. Apologising and using polite strategies are common
approaches to resolving misunderstandings in social media communication,
indicating the recognition of the role of politeness in defusing conflicts.
7. Participants sometimes delete or edit their comments/posts
to avoid potential misunderstandings, indicating the awareness of the impact of
their words and the desire to prevent conflicts.
These findings are of the view that politeness theory can
play a significant role in resolving misunderstandings in social media
communication. It highlights the importance of considering politeness
strategies, cultural differences, and the impact of words in promoting
effective and harmonious online interactions. The results indicate that a
majority of respondents have experienced misunderstandings in social media
interactions. Additionally, a significant portion of respondents have employed
politeness strategies to address these misunderstandings, with a majority
finding them to be effective to some extent. This suggests the relevance and
potential efficacy of politeness theory in resolving misunderstandings in
social media communication.
Conclusion
In conclusion, it is crucial to enhance awareness of
politeness norms and strategies for more effective and harmonious online
interactions. Users of social media platforms should be mindful of cultural and
contextual variations in politeness expectations, adapting their communication
style to accommodate diverse audiences. Social media platforms themselves have
a responsibility to implement ethical guidelines, employ technological tools
for enhancing politeness, and promote respectful and inclusive online
environments. Additionally, researchers can continue to explore the
ever-evolving nature of social media communication, develop new theories and
frameworks specific to digital contexts, and investigate the potential of
emerging technologies for facilitating polite and constructive interactions. By
embracing the principles of politeness theory, fostering awareness of cultural
and contextual considerations, and leveraging technological advancements, we
can cultivate a more positive and respectful online sphere.
Questionnaire
Dear respondents,
These are some questions to make us understand “The Role of
Politeness Theory in Resolving Misunderstandings in Social Media Communication”
1. Question: Have you experienced misunderstandings in your
social media interactions?
Yes: 78%, No: 22%
2. Question: Have you used politeness strategies to resolve
misunderstandings in social media communication?
Yes: 64%, No: 36%
3. Question: How effective were the politeness strategies in
resolving misunderstandings?
Very Effective:
45%; Moderately Effective: 32%; Not Effective: 23%
4. Question: How often do you encounter misunderstandings
related to cultural differences in social media communication?
Sometimes, 42%; Frequently, 18%
5. Question: Have you ever deleted or edited a comment/post to
avoid a potential misunderstanding?
Response: Yes,
57%; No43%
6. To what extent do you believe politeness strategies can
contribute to resolving misunderstandings in social media interactions?
Not at all 35%; To a great extent- 65%
7. Have you ever changed your language or tone in a social
media conversation to prevent misunderstandings or conflicts?
Yes- 80%; No- 20%
8. How comfortable do you feel employing politeness strategies
in online discussions when disagreements arise?
Not comfortable at
all – 5%; Very comfortable- 95%
9. Have you ever apologised or used polite language to resolve
a misunderstanding in a social media conversation?
Yes- 100%, No- 0
10. How often do you consider cultural differences and diverse
perspectives when engaging in discussions on social media platforms?
Rarely-15%;
Always- 85%
11. In your experience, how effective have politeness strategies
been in resolving misunderstandings on social media?
Not effective- 45%; Highly effective- 55%
12. Do you believe that misunderstandings on social media could
be avoided or minimised if users employed politeness strategies more
frequently?
Yes 75%; No- 25%
13. Have you ever engaged in a respectful and inclusive
discussion to resolve a misunderstanding, even when you strongly disagreed with
the other person's viewpoint?
Yes- 45%, No- 55%
14. How willing are you to learn and apply politeness strategies
to enhance your online communication and reduce misunderstandings?
Not willing at all- 10%; Very willing- 90%
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