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사회적 거리가 먼 사용자 간의 CMC에서 이모티콘 활용 특성

Characteristics of Emoticons Usage between Socially Distant Users in CMC

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한국기초조형학회 (Korean Society Of Basic Design & Art)|2020.10|기초조형학연구 (Journal of Basic Design & Art)|제21권 제5호|pp. 669-686|DOI 10.47294/KSBDA.21.5.48

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키워드

이모티콘사회적 거리감CMC사내 커뮤니케이션
주제분류예술일반

초록

CMC가 주요 의사 소통으로 대두되면서, 친밀한 대상과의 일상적인 대화뿐만 아니라 업무환경과 같은사회적 거리가 먼 대상과의 대화에서도 이모티콘이 활발하게 활용되고 있는 추세이다. 따라서 본 연구는 업무환경에서 사회적 거리감이 먼 대상과의 대화에 집중하여 이모티콘의 활용특성을 알아보고자하였다. 특히, 활용 빈도 및 선호 상황, 기대 심리 그리고 이모티콘의 시각적 특성에 따른 활용특성을발신자와 수신자 각각의 입장에 집중하여 연구하였다. 이를 위해, 직급과 세대 차이의 영향으로 사회적 거리감을 크게 느끼는 두 집단(2, 30대의 신입사원과 5, 60대의 부장급)을 선정하여 설문조사와반구조화 심층 인터뷰를 진행하였으며, 분석 결과를 정리하면 다음과 같다. 1) 전통적인 업무 중심의커뮤니케이션에서 발생한 사회적 통념으로 이모티콘 활용에 소극적인 모습을 보였으나, 밀레니얼 세대의 유입을 통한 새로운 업무 문화 형성으로 이모티콘의 활용에 긍정적인 태도를 가지고 있었다. 2) 다양한 상황과 요소를 고려하여 소극적인 활용 태도를 보이는 발신자에 비해 수신자는 이모티콘의 수신에 대해 긍정적인 반응 및 우호적인 태도를 보여 사용자 간의 견해 차이를 확인할 수 있었다. 3) 신입사원은 부장급과의 대화에서 이모티콘 발신에 신중하고 소극적 자세를 보였지만, 수신에서는 긍정적 반응을 보였고, 그에 반해 부장급은 수·발신 상황 모두에 긍정적인 반응을 보이며 개의치 않았다. 4) 관용적 시각적 특성을 가진 이모티콘은 정중하고 공적인 표현으로 인식되었으며, 이에 사회적 거리가 먼 대상과의 대화에서 활발하게 활용되었다. 연구는 업무환경에서 사회적 거리가 먼 대상과의 커뮤니케이션에 집중하여 수·발신자 각각의 개별 활용특성을 조사하였다는데 의의를 지니며, 이는 미디어 사용의 간극을 좁히고 사회적 거리감이 먼 대상과 원활한 커뮤니케이션에 기여할 것으로 기대된다.

Abstract

As CMC emerged as a major communication tool, emoticons are actively being used not only in daily conversations with close friends and family, but also in conversations with those who have distant social distance, such as workplace. Therefore, this study aims to explore the characteristics of emoticon use in the conversation between distant social distance users focusing on the work environment. In particular, this study focused on the frequency of use, preferred situations, expectation, and visual characteristics of emoticons according to each position of senders and receiver. To this end, we conducted a survey and in-depth interviews with entry-level employees in their 20s and 30s and the senior position in their 50s and 60s who felt a great sense of social distance due to their positions and generations difference. Our study revealed following results: 1) although users were passive in the use of emoticons due to traditional and conventional work-oriented environments, many users showed positive attitude toward the use of emoticons due to the formation of a new work culture through the influx of millennial. 2) the sender and the receiver showed different attitudes towards using emoticons: the sender showed a passive attitude in consideration of various situations and factors of the work environment, while the receiver showed positive attitudes receiving emoticons. 3) new employees showed cautious and passive attitude toward sending emoticons in conversation with senior managers, but they showed a positive response upon reception; the seniors did not pay much attention to both receiving and sending the emoticons. 4) among the various visual characteristics of emoticons, emoticons with idiomatic visual characteristics were recognized as more polite and formal expressions; accordingly, emoticons with static and summarized/geometric characteristics were most actively utilized in conversations between people who felt social distances. This study is meaningful in that it focused on communication in the workplace and investigated the individual utilization characteristics of each recipient and sender, which is expected to narrow the gap between media use and contribute to smooth communication with social distant user.

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