How Covid-19 Is Changing the Language in Emails

Work emails during the coronavirus pandemic must walk a fine line between being sensitive and oversharing

The pandemic has put overt enthusiasm on hold.

ILLUSTRATION: ERIK CARTER
By Alina Dizik
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When Benjamin Schmerler sends an email, his words speak volumes about the current state of the world. Gone are the exclamation points or occasional emojis. The public-relations firm owner replaces his usual “hope you’re well” with something more heartfelt. And when he signs off, his new go-to is: “I wish you vigorous health and a robust mind-set.”

Like many tending to business matters during the current pandemic, Mr. Schmerler wants to signal concern for the email recipient. “Any note should, at a minimum, acknowledge the collective vulnerability that people feel,” says Mr. Schmerler, who is based in New York.

It’s all part of communicating in the age of coronavirus. Without in-person office chitchat, it isn’t business as usual when it comes to written communication. Emails, texts, instant messaging and Slack messages are becoming more personal. Elaborate greetings and gentle signoffs are being used to build a sense of emotional connection with business contacts.

“There has been a shift in people expressing genuine care or concern,” says Gretchen McCulloch, the Montreal-based author of “Because Internet: Understanding the New Rules of Language.” For most of us, it’s the first time that written communication can suddenly reflect a shared reality, she says. While employees have had to face personal problems in the past, “it wasn’t something people had to deal with in a workplace-communications sense, and it hasn’t been as global,” she says.

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No smiley faces

Written communication in general tends to be more honest than face-to-face communication because you don’t have to worry about how you come across in the moment and you don’t need to act in a certain way, says Naomi Baron, professor of linguistics at American University in Washington, D.C. “You divulge more about who you are and you tend to be more truthful when you type,” she says.

That is especially true now that people are working from their homes and even their bedrooms.

“We are sharing things we would have never shared before, says Dr. Baron, adding that she recently included photos of what’s blooming in her backyard in a more formal email.

Digital marketing-agency founder Brian Metcalf tells employees to keep all messages short and to stay away from using business jargon such as “synergistic opportunities” or “cross promotion.” On Instagram, Mr. Metcalf’s team created a Lingo Bingo post to poke fun at the language they see people using during the pandemic, with squares for “we’re hanging in there” and “what are your pain points” to demonstrate how communication is changing.

“People want the truth and they want it as concisely as possible,” says Mr. Metcalf, who is based in Miami. “The tolerance for any sort of fluff is at a minimum.” He says he is shortening his own Slack messages to colleagues to keep them to one sentence.

Overt enthusiasm is temporarily on hold, too, says Drew Koven co-founder of a venture-capital firm in Los Angeles. When texting with co-workers, Mr. Koven has started limiting the types of emojis he sends. Instead of grinning face emojis, he now only sends a thumbs-up sign to acknowledge receipt and help others feel like they are being heard. “My use of emojis has become very narrow,” he says. “I’m not sending smiley faces and cat pictures.”

Another greeting that some have put on pause: “Hope this finds you well,” says Ms. McCulloch. As businesses around the world struggle, many people find this type of rote greeting insensitive these days. “It’s maybe a little bit too cheerful for the situation we’re in right now,” she says.

One of Ms. McCulloch’s favorite emails recently asked her to reply with just a single sobbing emoji if she was too swamped to deal with the matter at hand. While she was able to send a reply, Ms. McCulloch appreciated the offer, saying it made the sender appear sensitive to what others might be going through. “It’s about giving people an easy out if necessary,” she says.

Similarly, email senders aren’t as quick to express remorse for missed deadlines or slow responses, says Ms. McCulloch. “People are invoking the pandemic situation as a reason not to apologize,” she says. “It’s almost like saying, ‘I’m not going to apologize for the state of the world right now.’ ”

A fine line

In general, people should be prepared to mix more of their personal lives into their business emails during this time. Glimpses of a colleague’s work setup or the humorous side of working from home can create a sense of camaraderie, says Ms. McCulloch. “Sometimes they’ll email you back and tell you about their sourdough plans,” she says.

That said, not everyone agrees that it’s a good idea to share too much about your at-home life with work associates. Arden Clise, a Seattle-based etiquette expert, advises folks to walk a fine line between sensitivity toward today’s situation and using more casual language or oversharing, especially if it’s with a superior. Bosses communicating with those below them have more room to go off script. “A more senior employee has more leeway to be casual,” she says.

But simply ignoring what is happening in the world altogether isn’t an option either because it leaves some recipients feeling disrespected, Ms. Clise says. “It feels almost abrupt or rude to not ask about their welfare or well-being,” she says.

Finding the sweet spot when it comes to an email’s content and tone takes time.

Barbie Adler, founder of an executive matchmaking firm in Chicago, now uses a “sandwich approach” when sending emails. Both the beginning and the ending of the communication allude to what’s happening in the world. In the past few weeks, she has been signing off with a funny animal video or a comfort-food recipe, such as meatloaf, because both can serve as welcome distractions. “It just humanizes things,” says Ms. Adler.

While it’s important to commiserate, Ms. Adler is careful to share just enough, without spilling her personal life into a business email. “I’m not going to send someone a photo of my roots that are growing by the day,” she says. “You make it about them, not yourself.”

Ms. Dizik is a writer in Chicago. Email her at reports@wsj.com.

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