Your Business and Cultural Differences Online

by Ken Mueller on July 5, 2012 · 27 comments

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Understanding Cultural Differences OnlineBack in 1984 I moved from a radio job at WBVP in Western PA to a radio job at WLPA in Lancaster. As a news anchor and reporter I was quickly thrown in to reporting on local news, sports, and politics. That meant that I was talking about a lot of local communities which were new to me. I’d never been in, or heard of, most of them.

In addition to talking about local towns like Paradise, Blue Ball, and Intercourse, there were a few names that had a distinct local flavor when it came to pronunciation. I remember one particular moment when I turned the mic off after a news report, only to have the DJ on the other side of the glass press the talkback button to inform me of the correct pronunciation of one of the township names.

Doh!

I hadn’t heard anyone pronounce it, and in my mind, I pronounced it the way it looked. But think of the listeners. The moment they heard me talking about this township and mispronouncing the name, there is only one thing they could have thought:

Outsider

With that one word I had announced to the local world that I was new to the area; I was an outsider. And an uneducated outsider, to boot.

I have the same reaction when I hear someone mispronounce the word “Lancaster”. You see, around here, the proper pronunciation is “Lang-kiss-ter” as opposed to the more popular “Lan-kas-ter”. It’s one thing for tourists to say it wrong, but another thing to hear it in a radio or television commercial for a local business. When I hear that, I know that they sent it to an out-of-town agency to be recorded, and they didn’t take the time to inform them of the proper pronunciation.

It stands out. In a bad way.

As we market our businesses online, we are moving beyond our local culture and entering other cultures. We may be engaging people in other countries or regions who don’t think the same way we do about things. For instance, yesterday I wished everyone a “Happy 4th of July” on my Facebook page, knowing that I have fans and followers all over the world. For my many readers in other countries, the 4th of July is just another day. In fact, I have a lot of friends up north in Canada, and for them, the 4th is just another work day.

In our online global communities, we need to understand that we’re engaging and communicating with people from a variety of cultures. We can’t just assume that everyone thinks like us, or celebrates the same holidays. We’ll often say things on Twitter or Facebook with one context in mind, but our readers might be approaching it from an entirely different context.

Now, there is really no way to make sure you have all of your bases covered. At the radio station, I didn’t have time to study all of the local pronunciations, so I learned under fire. If you make a mistake, own up to it, make the correction, and move on.

The best way you can prepare is to just be cognizant that differences exist, and that what you say might be misinterpreted by someone from another culture. If you are intentionally entering another culture, you’d be wise to do your homework first. But just like my son who is in the midst of a five-month internship in the Czech Republic, most of the learning occurs while you’re immersed within the culture.

Study the culture beforehand, then learn from within.

Your little small business is no longer local the minute you go online. Be ready for the culture shock.

Have you had any interesting or surprising experiences as you’ve engaged with others online across cultures?

This post was inspired by a suggestion from my friend Liz Jostes, whom I’ve had to teach how to say “Lancaster” properly.

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26 comments
annelizhannan
annelizhannan like.author.displayName 1 Like

 @KenMueller , I hear you calling my home state a frickin' nightmare!  I was going to invite you up to Cape Cod to share my sand as I have heard you complaining about the heat for days. But now I am thinking about closing off the bridge and taking away the engraved pail and shovel I had made for you.

 

I say, blame the nightmare on the British. Most of the towns here are replicated from England. I thought we won the Revolutionary War and declared independence!  As @RainbowChazer noted, driving around here one may think they are in the UK.  Our Lesta (Leicester) is a perfect  twin. 

 

Never mind the various accents that comprise the few New England states from Maine to Connecticut but Massachusetts itself has so many dialects I can't understand my fellow statesmen who live within a 50 mile circumference.   We laugh when we see the likes of Sean Penn in the movie Mystic River or Jack Nicholson try to mimic the Baastin (Boston) accent. Then you have the Haavid (Harvard) contingent with a bit of high brow added as you cross over the bridge to Cambridge. 

 

As for my pal @LizJostes who flew the Yankee Doodle coop, my birth town is Wussta, not Wooster (Worcester) which is frequently mispronounced Worchester by the national media.  You must have been gone so long you forgot we don't have R's in our alphabet, however we enjoy drinking from the bubbla (water fountain).  Concord, NH is Konkid and I can't even begin to explain the down east Mainers language.

 

I recall with fondness my years working on Capitol Hill as a staffer and as a lobbyist but when there was heated discussion with a Southern Congressman on an issue we might as well have been in the United Nations in need of the headphones for translation. Neither of us thought the other was speaking English. 

 

This was a fun post but cultural and geographic variances are important in our global economy and require understanding and forethought in all business, social interaction and government relations. We need to be aware of our differences so that we may not, inadvertently or through ignorance, disrespect or disparage our increasingly closer community of neighbors. 

 

Topical discussion and enjoyable commentaries.

Thanks

 

RainbowChazer
RainbowChazer like.author.displayName like.author.displayName like.author.displayName 3 Like

East Anglia UK resident here. But I went to the University of Newcastle-upon-Tyne up in the north east of England. 'Ne-CASsel' don't you know? Not 'New-CARSEL' as the plummy southerners would have it. I married a guy whose family hail from the north east too, so that pronunciation still goes. The UK is great for odd pronunciations as well: Leicester is 'Lester', Marylebone in London is 'Marlebon' and Hawick in the Scottish Borders is spoken 'hoik'. I love language, it's wonderful.

kmueller62
kmueller62

@annedreshfield thanks, Anne! how was your holiday?

annedreshfield
annedreshfield

@kmueller62 pretty good! Hacked around the golf course. How about you?

kmueller62
kmueller62

@annedreshfield just took it easy and ate. and ate. and ate. really hot here, though

annedreshfield
annedreshfield

@kmueller62 yum! Hope you cooled off with a margarita or something.

XpressiveHandz
XpressiveHandz like.author.displayName like.author.displayName like.author.displayName 3 Like

Actually, with online community making it possible for many people to connect who are unable to in other ways, you would think this kind of thinking would start to dissipate. I've lived in many different places, throughout the U.S. and in Europe. When we start to look at people as "insiders" and "outsiders" we are closing the door to meeting new people and learning new things. We become inhospitable, and when we do that, we breed opportunity to become discriminating against people different from us. I think Social Media can help change this. For instance, I didn't know there was a difference with pronunciation (I have lost my hearing) and it was  another friend who tried to explain how to pronounce Lancaster as the natives, and Roots, as well. But it would be hard to teach someone that who doesn't hear well. That's a good example you used, by the way.  We are in the 21st century, it's time we break these barriers down and not look at people as different in a closed or suspicious manner. We are all different, and our different experiences shape us. We should be curious about other people and accept that different isn't "bad".

 

Along those lines, let me share with you just how closed the Lancaster area is. We were invited to a "Deaf Club Meeting".  We arrived, no one was there. We waited... and waited,,, and no one showed up. We took time to get a babysitter and made a point to be there. The next time we saw the person who invited us, they told us the meeting was moved.  While I am deaf, I am not accepted because I am not "in" the deaf community.

 

We tried to make connections, but it is a 2 way street. As far as technology, I depend on many of the same technologies as any other deaf person. There is also the discrimination between deaf, hard of hearing and the hearing impaired. The deaf don't like the term hearing impaired because they believe it means something is wrong with them. They would rather be hard of hearing. Some think it is better to be hard than impaired. However, there are those who lose their hearing as they age, or from an illness, head trauma, etc. and they no longer hear as well as they did, their hearing has become impaired, just as someone has a vision impairment. This group is overlooked not only by the deaf community, but by the hearing community as well, but mostly here in the East.

 

For the record, I was raised in an area out west where we used was hearing impaired, (we didn't use hard of hearing) because our ears didn't work as they should, they are impaired. Today, to be more accepted by everyone in the North East, I am phrasing it as "a hard of hearing child, who became a deaf adult". My hearing loss became severe to profound a couple of decades ago. However, I also use "hearing impaired" because it is accurate for the group wedged between the cultures. Hopefully, both cultures will be more accepting to them soon and allow for them to be recognized and acknowledged as well.

 

Interestingly enough, however, there are areas throughout the U.S. more accepting of people with different dialects, regional signs and accepting that people don't have to think or act or have the same view to share the same hardships, life experiences, and that it's ok to be different, come on in and make yourself at home. Lancaster is extremely the opposite.Why is it we are always giving only 2 options, "inside" - "outside", "deaf" - "hard of hearing". Why always extremes?

KenMueller
KenMueller moderator like.author.displayName like.author.displayName like.author.displayName 3 Like

 @XpressiveHandz One of the things we all need to remember is that "cultures" aren't limited to geography. Every culture has it's own little subcultures,a nd those can be even harder to crack than the larger cultures. And cultured actually transcend geography. The deaf community, for example, is global, and what you've experienced is trying to get involved with one of the local subdivisions of that. It's a shame that we can be so unaccepting at times.

kmueller62
kmueller62

@C_Pappas thanks, Christina! Did your day off get exciting?

C_Pappas
C_Pappas

@kmueller62 Yes - I had homemade sloppy joes for dinner :)

kmueller62
kmueller62

@C_Pappas you party animal

kmueller62
kmueller62

@C_Pappas yeah, i think we overdo fireworks now. not as special as they used to be

C_Pappas
C_Pappas

@kmueller62 I heard them from my house but did not go see them. We have them every week at the baseball field next to my house anyways.

kmueller62
kmueller62

@C_Pappas heard? aren't fireworks supposed to be seen?

C_Pappas
C_Pappas

@kmueller62 Hahaha! I heard some fireworks too :)

LizJostes
LizJostes like.author.displayName like.author.displayName like.author.displayName 3 Like

You forgot to point out that "Lancaster" has the accent on the first syllable - LANG kiss ter. :-)

 

Being a Yankee living in Dixie and representing several Dixie-based clients, I force myself to drop my Midwestern "you guys" and type out "y'all" when appropriate (those I refuse to verbalize "y'all").

 

In the Memphis area specifically, there are several towns or counties nearby that have a name based on a city that has been in existence for centuries longer, yet these local towns pronounce them differently. One example: Milan is pronounced MY-lin. 

KaiConGroup
KaiConGroup like.author.displayName 1 Like

Liz it is funny that you mention that because I am a Southern Transplant to the midwest and I've picked up the "you guys" since being here 18+ years. Folks back home say I am talking funny. :)

 

All relative and we have to be mindful of our audience.

KenMueller
KenMueller moderator like.author.displayName like.author.displayName 2 Like

 @LizJostes Well, actually, both versions seem to have the accent on the first syllable. But I know I felt stupid on the air when I realized I had pronounced the one area wrong. But, that's how we learn!

ShakirahDawud
ShakirahDawud like.author.displayName like.author.displayName like.author.displayName 3 Like

Coming from New York, I pronounce Maryland (where I am now) something like "Mare-lend." I figured that gave it enough drawl for a Yankee. But they actually pronounce it "Mer-lin" here. The Southern accent isn't as pronounced here, other than oddities like that one, though every now and then they can surprise me with a very deep drawl in Baltimore.

 

Very observant of you to point this out as something businesses should look out for. Thanks for the prompt, @LizJostes !

 

LizJostes
LizJostes like.author.displayName like.author.displayName like.author.displayName like.author.displayName 4 Like

 @ShakirahDawud We lived in Southern NH for a bit, and I was shocked at so many of the New England towns' pronunciation vs spelling. :-)

 

 

KenMueller
KenMueller moderator like.author.displayName like.author.displayName like.author.displayName 3 Like

 @LizJostes  @ShakirahDawud Holy cow, Massachusetts is a frickin' nightmare when it comes to that. A word that looks like it should have ten syllables has only two???

KenMueller
KenMueller moderator like.author.displayName like.author.displayName like.author.displayName like.author.displayName 4 Like

 @ShakirahDawud  @LizJostes I actually worked with a guy who I think was from upstate New York. He moved to the Lancaster area and spent more time ridiculing the way we pronounced it, and told us flat out that he would continue to pronounce it his way because in his  mind, we were wrong.  Talk about wanting to be an outsider forever! 

 

I'm originally from the Philly area, and I've actually changed the pronunciation of certain words over the years, both by immersion as well as consciously. 

 

And certainly you can go too far. I'm not asking people to pick up everything or even adopt an accent, but we need to understand the deeper cultural differences and norms, particularly so we won't offend others or say something that will get us in trouble. 

ShakirahDawud
ShakirahDawud like.author.displayName 1 Like

 @KenMueller  @LizJostes Yeah, the elementary I went to in Syracuse was on Lancaster Street. The only reason I know how we pronounced it was at the end of the day, the announcer would call out each bus arriving: "Bus 3 is on Lan-cas-ter."

 

"Lang-kiss-ter" sounds closer to the original British pronunciation to me.

KenMueller
KenMueller moderator like.author.displayName 1 Like

 @ShakirahDawud  @LizJostes yes, it is closer to the British, And that's another thing. On Twitter, I get followed by a lot of businesses and people who are in Lancaster, England because I say I'm from Lancaster.

 

And we do have British roots here. I live in Lancaster City in Lancaster county and across the river is York county, with York city.  Lancaster is the Red Rose City while York is the White Rose City. So we have the War of the Roses right here in PA between the two. And that's what they call it when our two minor league baseball teams play each other. 

http://en.wikipedia.org/wiki/Wars_of_the_Roses

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