Oralizations in e-mail consultations: A study of general practitioners' use of non-verbal cues in written doctor‐patient communication. Issue 2 (1st October 2021)

• Record Type: Journal Article
• Authors: Nordtug, Maja; Møller, Jane Ege; Matthiesen, Signe Schlichting; Brøgger, Matilde Nisbeth
• Is Part Of: Catalan journal of communication & cultural studies. Volume 13:Issue 2(2021)
• Page Start: 195
• Page End: 211
• Publication Date: 2021-10-01
• Subjects: Mass media -- Social aspects -- Spain -- Catalonia -- Periodicals; Communication and culture -- Spain -- Catalonia -- Periodicals; Mass media -- Social aspects -- Periodicals; Communication and culture -- Periodicals; Motion pictures -- Social aspects -- Periodicals; Television broadcasting -- Social aspects -- Periodicals; Periodicals; 302.2309467
• DOI: 10.1386/cjcs_00049_1
• Languages: English
• ISSNs: 1757-1898

Abstract

It is well-known that non-verbal cues are essential in doctor‐patient communication. As doctor‐patient communication is turning increasingly digital and written, it becomes relevant to explore the role of non-verbal cues in such communication genres. One more recent genre is the doctor‐patient e-mail consultation. Research has found that while patients like e-mail consultations, they also miss facial expressions, eye contact, etc. In this study, we explored the different ways in which Danish GPs use non-verbal cues in e-mail consultations. We analysed 633 e-mail consultations written by 22 GPs. We applied the concept of oralization, which includes the use of emoticons and non-standard use of grammar and spatial arrangement. We found that the dominant types of oralizations were non-corrected spelling errors and lack of attention to capitalization. Overall, GPs used a limited number of other non-verbal cues. We discuss how these findings relate to norms of formality and professional context.