The Tyranny of E-mail (2 page)

But it would appear that we are spending that surplus time e-mailing. The average office worker
sends and receives two hundred e-mails a day
—and that figure is rising. Forget about time spent stumbling absentmindedly around the Internet; this habit is destroying our ability to be productive. Information overload is a $650 billion drag on the U.S. economy every year. E-mail has made us a workforce of reactors, racing to keep up with a
treadmill pace that is bound for burnout and breakdown and profound anger.

The form’s inherent blind spots always catch up with us. According to a survey in the
Journal of Personality and Social Psychology
, we misunderstand the tone of e-mails 50 percent of the time—and for good reason: there is no face on the other end to stop us in midsentence, to indicate that what we are in the process of saying is rude, not comprehended, or cruel. We say what we want, like the CEO who recently belittled the effect of mortgage foreclosures, inadvertently sending the e-mail to someone who had just lost his home. The unlucky call this mistaken judgment. Psychologists call it disinhibition, and its pervasive effect—as can be witnessed every day in nasty comments appended to newspaper articles online, in the aggrieved tone and intent of some blog postings, in e-mail inboxes scorched by flame wars—has turned many parts of the Internet into a nasty place.

It’s tempting to simply argue that the Internet attracts aggressive people. But all of us, at some point or other, have behaved poorly over the Internet and via e-mail. There’s a reason for these communication hiccups and explosions. According to some neurologists, we learn to interact with the world by mirroring others; not only do we need to see people to understand them most effectively, but our mind learns how to move our limbs and make sense of the world by mirroring the actions of others. There are even neurons in our brain that fire only in response to mirroring the actions of others, and they are intimately connected with the parts of our brain that allow us to move and understand the world. The part of our brain that controls grasping motions shows heightened levels of neural activity when we see someone else pick up a glass of orange juice, as if we were doing it ourselves. According to Marco Iacoboni, professor of
psychiatry and behavioral sciences at UCLA, this has bolstered the notion that “our mental processes are shaped by our bodies and by the types of perceptual and motor experiences that are the product of our movement through and interaction with the surrounding world.” Consider, then, the ramifications of an era of communication in which we are disembodied as never before. In our new context of e-mail overload, we are working in an environment in which there is nothing to mirror but our own words.

Who has time to think clearly when under assault by this tsunami of other people’s needs? That’s what it feels like when you turn on your computer first thing in the morning at the office and find fifty e-mails, the tide of your inbox always rising. One’s instinct is to beat it back because e-mail has reoriented time; communication that once took hours, days, minutes, now takes seconds, and the permitted reply time has shrunk as well. Let an e-mail linger for a day, and you risk a rift in a relationship. A 2006 Cisco research paper concluded that failing to respond to a sender can lead to a swift breakdown in trust. Lose an e-mail forever, and you are sitting on an unexploded land mine.

In the past, only a few professions—doctors, plumbers perhaps, emergency service technicians, prime ministers—required this kind of state of being constantly on call. Now almost all of us live this way. Everything must be attended to—and if it isn’t, chances are another e-mail will appear in a few hours asking if indeed the first message was received at all.

In the face of this ever-rising onslaught, there appear to be just two choices: keep up at all costs or put up a moat, declare
oneself unreachable for the time being—and start all over again. E-mail bankruptcy is the communication subprime mortgage crisis of our era. Ironically, among the first to declare this were the Internet visionaries, such as Lawrence Lessig, founder of the Stanford Law School Center for Internet and Society, who believes that computer code will or can regulate our world as legal code has done in other realms of life. “Dear person who sent me a yet-unanswered e-mail, I apologize, but I am declaring e-mail bankruptcy,” he wrote in the summer of 2004. With one quick message, Lessig’s correspondents who were waiting for replies became his epistolary creditors, and he pleaded with them just as a bankrupt man does with his lenders. “That’s not a promise of a quick response,” he continued after five paragraphs. “But it is a promise that I will try.” Ironically, his plea for a reprieve generated a “torrent” of new e-mail.

In the beginning, this type of e-mailer—the tech-savvy fellow who sent and received a few hundred e-mails a day—was called a “power user,” who took technology and made the most of it. Now every white-collar employee is expected to be one. Not surprisingly, workshops and office coaches will tell you the problem isn’t the technology or even the work ethic—it’s ourselves. We have bad habits; we reply to all; we waste time treating e-mail as if it were an instant message tool, asking open-ended questions—“How are you doing?”
—
in the middle of the day. Get it together. You can keep up if you try. But is this really possible when most of us have a water cooler inside our computer surrounded by five thousand people, all talking at once?

In the Western and well-to-do parts of the world, in offices in Dubai and Duluth and Dunkirk, the world’s workers are typing themselves into a corner, ever farther out of touch with people beyond their sphere. Walk down a corridor in many companies,
and it is eerily silent. You might think it was Christmas morning. In some places, all you hear is the ambient hum of the central air-conditioning unit, the creak of Aeron chairs, the cricketlike click of the mouse, and the faint clatter of keystrokes. But if you lean into cubicles or peer between doorways, you will see hunched, tense figures at their computers frantically trying to keep up with their inboxes. Interrupt them, and you will find their expressions glazed, their eyes dried out and weary. Their keyboard has become a messaging conveyor belt—and there is no break time.

This electronic conversational buzzing has become so loud, it’s easy to forget there are people who are not taking part in it. To e-mail one has to be literate, have access to a machine, and be connected. The world’s netizen population is approaching 2 billion, but this means only one-third of us are taking part in this enormously useful, endlessly irritating tool. Technology, so often assumed to be the cure for the world’s inequalities, has once again simply transplanted them into a new space where English has become the new superlanguage. Africa may be home to 14 percent of the world’s population, but it accounts for just 3 percent of the earth’s Internet users.

In 1900, Henry Adams, the grandson of a U.S. president and one of his age’s most observant historians, visited the Paris World’s Fair and had many of his suspicions of the future confirmed. Standing before a Corliss steam engine like the one pictured above, Adams witnessed the demolition of human narrative, of human scale. Powered by dynamos, huffing away without a single human hand touching its controls, the engine was an enormous testament to the will to power of technology. “Between the dynamo in the gallery of machines outside and the engine house outside,” Adams wrote in
The Education of Henry Adams
, “the break in continuity amounted to abysmal fracture.” In other words, in this one machine Adams saw how
energy that originally would have come from human beings had been replaced by something insentient, a thing that would run itself with no input from human hands except in its creation.

In the twenty-first century, those of us who work in offices have crawled inside the dynamos, the machines driving the system; we’re keeping it spinning one electronic message at a time. This symbiotic embrace with the machine is something the early pioneers of the computing age hoped for. J. C. R. Licklidder, a professor of engineering at the Massachusetts Institute of Technology (MIT) and the first director of the Pentagon’s Advanced Research Projects Agency, summed up these hopes in a prescient early paper, “Man-Computer Symbiosis”: “The hope,” he wrote, “is that in not too many years, human brains and computing machines will be coupled… tightly, and that the resulting partnership will think as no human brain has ever thought and process data in a way not approached by the information-handling machines we know today.”

Fifty years on, that day seems to be here. To read an e-mail, you must be joined to an electronic machine. What does this machine want? Besides following our commands, it is a machine deeply, fundamentally connected to commerce. More often than anything else, it wants us to work. The new on-the-ball employee proves his worth by his speed of response—at work, at night, on the weekends, on vacations, the instant the announcement is made that it is now safe to use approved electronic devices on airplanes.

This ethic of being “always on” extends to the home, where it acquires a consumerist dimension. Web-based e-mail, which is used by more than 1 billion people worldwide, remains free because it allows host companies—such as Yahoo!, Google, and Microsoft—to deliver advertising messages to people refreshing their inbox screen. Every time your screen reloads, a cluster of messages and graphics coalesces in the margins, blinking and beckoning. It
frames what you are about to write or read. We are approaching a world in which every letter we write home, every love poem we read, every condolence note, political petition, and letter of apology we type is framed by a penumbra of automobile ads, perfume pitches, entreaties to enter online gambling emporiums.

Speed—the god of the twenty-first century—is not a neutral deity, as it turns out. The speed at which we communicate determines what we can do, what we can see, how we perceive, and whether we can adjust our own sense of reality to a larger, more complex frame of reference, one that encompasses the separate needs and points of view of others. Look out a window of a train traveling at full speed, and you will witness this phenomenon at work. The eye constantly darts to the horizon, only to be overwhelmed by a new horizon point, which comes racing forward, followed by another and another. The eye quickly becomes fatigued. The scenery is a blur.

Working at the speed of e-mail is like trying to gain a topographic understanding of our daily landscape from a speeding train—and the consequences for us as workers are profound. Interrupted every thirty seconds or so, our attention spans are fractured into a thousand tiny fragments. The mind is denied the experience of deep flow, when creative ideas flourish and complicated thinking occurs. We become task-oriented, tetchy, terrible at listening as we try to keep up with the computer. The e-mail inbox turns our mental to-do list into a palimpsest—there’s always something new and even more urgent erasing what we originally thought was the day’s priority. Incoming mail arrives on several different channels—via e-mail, Facebook,
Twitter, instant message—and in this era of backup we’re sure that we should keep records of our participation in all these conversations. The result is that at the end of the day we have a few hundred or even a few thousand e-mails still sitting in our inbox.

We’re not lazy; the computer is just far better than the human mind at batching and sorting. E-mail travels to and from computers circuitously, starting with our fingers, which type the characters. Our jokes and jabs are eventually translated into 0s and 1s, fired off through cable and phone lines, and reassembled upon the point of arrival, not unlike a car that has been shipped to the United States from Japan in pieces and assembled there once all the parts have arrived at the port and been sent by train to assembly plants, as one technology writer once put it. Computers and e-mail software are designed to know which parts of the chains belong to which; they can wait for a message to arrive fully before delivering it, and they can do so on a scale that is suprahuman. The computer is the ultimate multitasker—it doesn’t need to pause to write down reminders to itself on a yellow Post-it note. It doesn’t have emotional needs. It doesn’t have days when it is depressed. It needn’t touch a single thing to feel okay about doing its job.

Don’t try this argument out on an Internet visionary. The World Wide Web is often described as the biggest invention aiding human knowledge since the printing press. This may be over-blown, since it is impossible to judge at this point—maybe nanotechnology will surpass it, or bioengineering, or battery technology? One thing, however, is clear: the Internet has
effected one enormous change in our day-to-day life as it relates to reading, a change so large, but so all encompassing, that we don’t notice it—until we step outside.

Since the beginning of time, humans have read by reflected light. This gave reading a sacredness—light, after all, is the first thing God creates in the Bible. In the Koran, “God is the Light of the Heavens and the Earth.” Light is a fundamental feature of nearly all founding myths. In Greek mythology, Hyperion, the Titan god of light, is the son of Ourans (Heaven) and Gaia (Earth). In “The Kingdom of the Dead,” the gloomiest chapter of Homer’s
Odyssey
, his hero washes ashore in a place so wretched that “the Eye of the Sun can never flash his rays through the dark and bring them light.” We read to come out of the darkness and into the light.

Before electric light, reading meant sitting by a window or in a room open to sunbeams, or near a candle after dark. Read outside on a park bench in decent weather, and you will realize
how natural this feels. The eye is designed for this kind of light, and our chemical response to it regulates our sleep and our moods, gives our days a natural rhythm. Electric light did not change this equation fundamentally. A bank employee might have to read ledgers under a harsher light, a reporter might sit and type a story before a single bulb, but the light they worked by was still reflected, the light glancing down onto the page and bouncing back up into their eyes, at which point the mind can begin to process what’s on the page.