The importance of digital body language

Showing interest in what someone is saying is no longer about handshakes and leaning in.

With 70% of our interactions occurring virtually today, a person’s digital body language—how they communicate and interact with others in the virtual space—is increasingly important.

“Reading messages carefully is the new listening, and writing clearly is the new empathy,” says Erica Dhawan, keynote speaker and author of “Digital Body Language: How to Build Trust and Connection, No Matter the Distance.” “This isn’t about video skills. This is about all the cues and signals we send every day, even if we’re fully on-site with colleagues.”

This means how quickly we respond to emails, the words we use, our choice of communication method, the crafting of a clear subject line, or the use of an emoji are now important in communicating with others.

“We’re no longer just sending a handshake or leaning in,” says Dhawan, who will address the 2024 World Credit Union Conference, July 21-24 in Boston. “We’re helping people make sense based on other signals. It’s bringing these new modern-day cues into how we build trust that really matters.”

To build trust and connect with people in the digital age, Dhawan offers five pieces of advice:

1. Be maniacally clear. People can’t read minds, and in the digital age, we’ve also lost the ability to read traditional modes of body language. Be clear and explicit in responses, and don’t assume people can read between the lines.
2. Be thoughtful. Instead of simply responding quickly, take time to provide a thoughtful response that picks up on digital cues from a team member or member.
3. Show gratitude. Value others in a visible way. This was easier in an in-person environment, but Dhawan says there are simple ways to show gratitude digitally. These include providing a quick response to an email, acknowledging someone at the beginning of a video call, or giving the team a few minutes back in their day by shortening a meeting.
4. Make eye contact. We make eye contact with people 50% to 60% of the time when we’re in person, Dhawan says. When in a virtual environment, look into the camera. This provides an emotional connection with the other people on the call because they feel as though you’re looking at them.
5. Remember the younger generations. They were raised in the age of digital body language, and may not know the value of a handshake or leaning in. They may also have different preferences for communicating with others, Dhawan says. “The basics of traditional body language are important to teach our younger generations,” she says. “Also, make sure when we’re connecting with people that we understand their style. Are they a digital native or an adapter? What are the ways we can engage them effectively?”