Gesture, voice, expression, and context add richness to communications that increase chances of accurate interpretation. E-mails lack much of this richness, leading readers to impose their own richness. Three experiments tested the effect of communicator relationship and availability of context on e-mail writer and reader confidence levels and accuracy. Effects of nonverbal and verbal behavior were also investigated. Results showed that confidence levels for both writers and readers were high, yet somewhat unwarranted based on accuracy rates. Further, writers had more confidence that friends would correctly interpret e-mails than strangers, although friends showed no more accuracy. Findings suggest that reliance upon friendship and context, as well as verbal and nonverbal cues, to interpret emotion in e-mail is ineffective, sometimes detrimental.

中文翻译：

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键盘上的过度自信：解释电子邮件交换中影响的信心和准确性

手势，声音，表情和上下文会增加交流的丰富度，从而增加准确解释的机会。电子邮件缺乏这种丰富性，导致读者强加自己的丰富性。三个实验测试了传播者关系和上下文可用性对电子邮件编写者和阅读者的置信度和准确性的影响。还研究了非语言和言语行为的影响。结果表明，作者和读者的置信度都很高，但根据准确率来看却没有一定的根据。此外，尽管朋友表现出的准确性更高，但作家比朋友更相信朋友能够正确地解释电子邮件。研究结果表明，依靠友谊和上下文以及口头和非语言暗示来解释电子邮件中的情感是无效的，有时是有害的。