negativity bias

Daniel Goleman research shows what happens when people talk face to face or on the phone. The connections that their brains make, and how this (usually) allows for some form of responsiveness within the conversation depending on the reaction of the other person. This does not work with emails, texts or online communication.

Goleman has found that there is a negativity bias online. That is “..what you thought was a neutral message can be perceived as hostile by the recipient..” and what you thought was positive can be perceived as neutral by the recipient.

source: Combating negative bias in communication