Evaluating the Adequacy of Emoji Use in Positive and Negative Messages from Close and Distant Senders

Engaging in the good with technology: a framework for examining positive technology use

The focus on the negative side of technology has become a prominent factor in the understanding of the interactions between humans and technology. However, there is a positive side to technology use that has been less investigated in scientific research. Well-being researchers have determined that it is not just the absence of negative emotions or experiences, but rather the presence and frequency of positive ones that matter most. Therefore, despite the scarcity of research on the positive side of technology, the present conceptual paper focuses on how technology may be used for the good to produce psychological benefits (e.g., greater happiness, lower loneliness, higher peer endorsement). Based on existing literature, we posit at least three directions for good interactions with technology: (1) "seeing good" by focusing on positive visual cues through technology use; (2) "feeling good" by focusing on good feelings that arise from technology use; and (3) "doing good" by focusing on positive actions that can be enacted via technology use. Based on the synthesis of these three components, we propose a framework for technology laden engagement in the good, dubbed as, the Engagement in the Good with Technology (EGT) Framework. Through this framework, we explain how these three distinct aspects of seeing, feeling, and doing good can co-occur and be interrelated, and in turn potentially lead to upward spirals of positive outcomes.

Smile Back at Me, But Only Once: Social Norms of Appropriate Nonverbal Intensity and Reciprocity Apply to Emoji Use

In computer-mediated communication, small graphical icons (emojis) can be used to compensate for the lack of nonverbal cues such as facial expressions or hand gestures. Accordingly, literature suggests that the use of emojis may also be subject to social norms—similar to nonverbal behavior in face-to-face interactions. However, actual empirical investigations into this assumption remain lacking. To remedy this research gap, I explored whether traditional norms of appropriate emotional intensity and reciprocity also apply to emoji usage. A first online experiment (N = 188) revealed that excessive emoji use in a first-contact scenario leads to diminished interpersonal outcomes, corresponding to the drawbacks of overly intense nonverbal displays in natural interactions. Proceeding to a different communicative stage, Experiment 2 (N = 242) explored nonverbal reciprocity with acquainted interaction partners. Inviting participants to reply to fictitious text messages (at varying levels of interpersonal intimacy), it was observed that stimulus messages containing more emojis also evoke stronger emoji use in return—indicating that principles of nonverbal attunement are in full effect during text-based online interactions.

Putting your best face forward: How instructor emoji use influences students' impressions of credibility, immediacy, and liking

This project explores the impacts of emojis on students' impressions when used in a course welcome email. We adopt a 4 × 3 factorial design to determine how different emojis (i.e., , , ) impact students' impressions of credibility, immediacy, and liking. Data from students (N = 368) indicates emoji choice does impact impressions. Consistently, instructors' emoji use resulted in decreased perceived competence and trustworthiness but increased perceived caring, immediacy, and liking. Findings have implications for instructors who engage in technologically-mediated out-of-class communication and want to strengthen early student-instructor relationships. Limitations and future directions are also discussed.

Using Emoji in Response to Customer Reservation Requests and Service Reviews

The use of paralinguistic cues—including emoji—in computer-mediated communication has become prevalent in recent years. Brands and service providers have also been using these cues in their communication strategies. And yet, research examining how such emoji use influences customers’ perception and behavior is still scarce. In two experiments (combined $N=401$ ), we tested if using emoji to reply to a customer request (restaurant reservation, Study 1) or online review (hotel experience, Study 2) influenced perceptions of the brands. The emoji used by the brand was always congruent with the valence of the situation. Results from both studies revealed that the presence (vs. absence) of emoji influenced consumers’ perception of the brand/service at several levels. Specifically, the restaurant/hotel was perceived to have a more informal communication style, have a warmer service, and be more modern. In Study 1, we also observed that emoji use had a positive impact on competence perception and reservation intentions. Importantly, these effects of emoji use were not moderated by the valence of the situation. Taken together, our results showed that emoji can influence different perceptions about brands and services and determine how customers relate to brands.

With or without Emoji? Perceptions about Emoji Use in Different Brand-Consumer Communication Contexts

Brands are increasingly using emoji in their computer-mediated communication (CMC). However, research on how consumers perceive such use, and the determinants of those perceptions, is scarce and results may be inconsistent. In a cross-sectional study ( $N=540$ ) we examined how appropriate participants considered to be the use of emoji by brands, across five brand-consumer communication contexts. We additionally examined whether these perceptions were determined by demographic and individual variables (e.g., gender and frequency of emoji use), as well as individual views about emoji use in written CMC. Overall, perceptions toward the use of emoji by brands depended on the context, with participants considering more appropriate for brands to use emoji when publicizing on social media and less appropriate when making callbacks of defective products. Results further showed that such perceptions were more favorable among younger participants and those who used emoji more frequently, but also among those who considered emoji use more useful and formal. These findings contribute to the CMC field by highlighting how perceptions of emoji use by brands are shaped, while also informing how brands can enhance CMC with consumers.