Oralizations in e-mail consultations: A study of general practitioners’ use of non-verbal cues in written doctor–patient communication

• DOI: 10.1386/cjcs_00049_1
• Publication Date: 2021-10-26T11:51:17Z
• Authors: Maja Nordtug; Jane Ege Møller; Signe Schlichting...; Matilde Nisbeth B...
• Keywords: 03 medical and health sciences; 0302 clinical medicine; E-mail consultation general practice doctor; Patient communication non-verbal cues oralization written communication; 0305 other medical science; 3. Good health

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 oforalization, 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.