Let’s now move on special Features model and solving the communication issue. The first special feature
is the Art of Questioning. The model suggests that a message in form can be an art of questioning to
understand the ambiguity and mystery behind the message. It is a feature inspired by the philosophical
view of Socrates which conceptualized the practice of disciplined and thoughtful dialogue between two
or more people such as probing and clarifying for reasons and meaning. Many people fail to comprehend
the exact meaning of the message because of failure to ask questions. For instance, the recipient is in
confusion of the intended meaning of the message while the sender believes that the recipient
understands the message. Assuming that no question is raised by the recipient for clarification, this will
lead to communication failure. Asking the right questions, at the right time, about the right thing can
help provide feedback and more insights
The second special feature is the sense of sensitivity. The model suggests that an encoded or decoded
message should display an ethical sensitivity in order for the decoder and encoder to understand each
other despite the differences in personal values and language. Ethical sensitivity is defined as an
“attention to the ethical values involved in a conflict-laden situation and a self-awareness of one’s own
role and responsibility in a situation.” Ethical issues can be associated with the lack of non-verbal cues in
instant messaging as the sender and receiver may differ in terms of personal values and language.
Embedding ethical values in the creation of message shows ethical sensitivity which is therefore important
to promote respect, comprehension, understanding and avoidance of potential conflict.
The lack of non-verbal cues in digital instant messaging is a communication problem because it can result
in misinterpretation of the message. In order for the problem to be addressed, the researchers from this
group suggest the use of IMMC model. It takes into consideration the probability of noise or conflicting
ideas brought by the gap in personal values and language between the participants of communication.
Therefore, the IMMC model is established to build understanding between the encoder and decoder
through the application of feedback that conveys an effective message with the use of emotions, clarity
of intention, art of questioning and/or ethical sensitivity.
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