With the advent of chatrooms ... people are using the internet to communicate in a way which has never possible before, but wait, a dilemma! How do you convey a smile, sarcasm, or a casual shrug of the shoulders!? Cue the first version of what has become the emoji - emoticons. A simple :-) let people know you were happy, :-( the opposite, and for those who really knew their stuff ¯_(ツ)_/¯ showed you weren't fussed either way.
As time has moved on, those simple hyphens and brackets have transformed into something entirely different - a colourful collection of icons that, let’s be honest, we probably all use far more than we should. Many would argue that today’s emojis have become a universal language, transcending the barriers of text-based communication by adding emotional nuance to messages, no longer needing words to convey meaning. Take as an example Andy Murray's 2018 tweet to his followers keeping them up to speed on his itinerary for his wedding day:
However, despite their widespread use, emojis can lead to misunderstandings, especially when used across different cultures, age groups, or genders. This is something to be especially careful of in professional settings. A business deal could go south pretty fast if the angel emoji you intended to suggest honesty and kindness is misinterpreted as something far more sinister. At Yopla we treat that risk exactly the same way we treat process risk in a Digital Maturity Audit: map it, measure it, and build guard-rails.
Let’s dive into how, why, and where these little icons might cause problems, and why you should think twice before giving that thumbs up.
A Brief History of Emojis
The more popular emoticons became, the more people started to wonder how they could take things up a notch and get more icons into our messages. That’s when the first set of emojis made its debut in 1997 on a Japanese pager-like device called the J-phone. Just two years later, Shigetaka Kurita created a set of 176 emojis for mobile phones, kicking off the global emoji craze we know today.
As emojis spread around the globe, they quickly evolved into a new form of expression, with each culture putting its own unique spin on their meanings. What might be a friendly gesture in one country could mean something entirely different somewhere else. This cultural divergence became so significant that in 2017, the world saw the appointment of its first-ever emoji translator, Keith Broni. His job? To navigate the tricky waters of emoji interpretation and help bridge the gap between different societies, highlighting just how complex these little icons can be when used across the globe.
Research has shown that our cultural backgrounds significantly influence how we interpret emojis. A study from the University of Nottingham highlighted that people from different cultures often perceive the same emoji in varied ways. For example, in Western cultures, there's a tendency to focus on the mouth when interpreting facial expressions, while in Eastern cultures, the eyes take centre stage.
This idea was further supported by a 2020 paper published in Cyberpsychology, Behavior, and Social Networking, which confirmed what many had long suspected - different cultures interpret emotional cues differently, especially when it comes to the eyes versus the mouth. The researchers worked with 427 participants from Western Europe and North America (Westerners) and East Asia (Easterners), presenting them with nine emojis featuring different combinations like happy eyes/happy mouth, happy eyes/sad mouth, sad eyes/happy mouth, and so on.
The findings were interesting: while Easterners and Westerners saw eye-to-eye when the eyes and mouth conveyed the same emotion, their interpretations diverged when the emojis sent mixed signals. Easterners tended to focus more on the emotions shown in the eyes, while Westerners looked to the mouth for clues. The research suggested that in collectivist cultures, like those in East Asia, people are more attuned to subtle facial cues found in the eyes. In contrast, in individualistic cultures, where self-expression is more common, the mouth is the go-to for reading emotions. Small symbol, big stakes - just like a Tech-Stack Selection decision gone wrong.
In China the slightly smiling emoji is not really used as a sign of happiness at all. As it is by far the least enthusiastic of the range of positive emojis available, the use of this emoji instead implies distrust, disbelief, or even that someone is humouring you.
While earlier studies suggest that people perceive smiley face emojis similarly to actual smiles, more recent research shows it’s not so simple. A 2017 study published in the Journal of Cross-Cultural Psychology explored how exposure to emojis influences their interpretation.
The study compared participants from Japan, a country with high emoji exposure, to those from Tanzania and Cameroon, where exposure is much lower. Participants were shown images of emoticons, emojis, and real faces displaying happy, neutral, and sad emotions and asked to identify the emotions.
The findings revealed that while all participants could equally identify emotions on real faces, those from Tanzania and Cameroon struggled more with interpreting emoticons and emojis compared to their Japanese counterparts. The study also highlighted the significant difference in internet usage: 94.3% in Japan versus just 20.7% in Cameroon and 5.4% in Tanzania, suggesting that internet availability plays a major role in how people from different countries perceive emojis in communication.
Generational Differences
Research indicates that younger generations, such as Millennials and Gen Z, have a more nuanced understanding and frequent use of emojis compared to older generations like Baby Boomers and Generation X.
A recent CNN survey found that younger participants often use emojis to convey emotions and add depth to their messages, while older individuals may struggle to connect certain emojis with their intended meanings. Many Baby Boomers reported difficulties in understanding the emojis commonly used by younger people, highlighting a significant generational gap in emoji literacy.
One reason for these differences is the context in which emojis are used. Younger generations have grown up in a digital environment where emojis are an integral part of communication, frequently using them to express emotions and make conversations more engaging. In contrast, older generations may approach texting with a more functional mindset, focusing on conveying information rather than emotional expression.
With younger users more likely to use emojis in playful or ironic ways, sometimes employing them in ways that contradict their traditional meanings, it can cause confusion among older users who may interpret emojis more literally. A recent survey revealed that about 78% of respondents reported feeling confused by someone else's use of an emoji, illustrating how these generational differences can lead to miscommunication, especially in professional settings where clarity is essential.
In professional contexts, these disparities can pose significant challenges. Misinterpretations of emoji use can lead to misunderstandings in communication, potentially affecting collaboration, productivity and potentially having an unintended business impact. For instance, a simple thumbs-up emoji may be seen as a positive affirmation by younger team members, while older colleagues might view it as dismissive or lacking engagement.
Bridging that gap inside a project team is the kind of “people-before-platforms” work we tackle during Mapping.
When it comes to emojis, the platform you use can greatly affect how they’re interpreted and the emotions they convey. Although emojis are based on a universal code called Unicode, each platform - whether it's Apple, Google, Microsoft, or others - designs these icons differently. This variation can lead to misunderstandings, as highlighted by Tigwell and Flatla, who found that the same emoji can look quite different across platforms, potentially altering its intended meaning.
Take the "winking face" emoji, for example. On one platform, it might look friendly and playful, while on another, it could seem suggestive or even creepy. Such differences can cause confusion, especially in professional settings where clear communication is crucial.
The grimace face emoji across different platforms
17.7% of messages containing emojis would be edited or not sent at all if users knew how their emojis appeared on different platforms.
A study by Rodrigues et al. found that emojis on iOS are often seen as more aesthetically pleasing and meaningful compared to those on Android. This suggests that the choice of device not only affects emoji design but also how users interpret them!
Tip: screenshot your teams' most-used emojis on iOS, Android and Teams, then share during onboarding - a micro-habit we bake into Implementation sprints.
The Ones to Avoid!
So, we've discussed some of the reasons behind different interpretations of emojis, but which ones should you really think twice about before using? It’s important to consider that certain emojis carry meanings that can vary widely depending on the context, culture, and even the platform you're using. Here are a few you should be particularly mindful of!
The Waving Hand
A waving hand might seem like one of the most innocent gestures in the Western world - it’s hard to imagine it meaning anything other than “hello” or “goodbye.” But if you’re chatting with people from China, South Korea, or Pakistan, you might want to think twice before sending that friendly wave.
In China, a hand wave might still mean “goodbye,” but it packs a much bigger punch - it’s often used to break up relationships or end friendships, especially in chat apps. So, that cheerful wave could be the digital equivalent of a breakup text.
In South Korea, while the wave won’t necessarily end a friendship, it might not win you any fans either. Waving your hand with your palm facing outward is how you beckon dogs and other animals. Aim that gesture at a person, and you might just find yourself on the receiving end of some seriously unimpressed looks.
Even worse, using this gesture in Pakistan is like firing off a string of creative curses. It’s an insult, plain and simple, and might leave you with more than just hurt feelings - like a black eye, perhaps.
The Clapping Hands
Clapping hands to applaud something or someone has been around since the days of the Roman Empire, and it's one we still often use with gusto. Today, we often send the clapping hands emoji to friends, colleagues, or even strangers, when we want to congratulate or cheer them on. But before you hit send, be aware ... if you’re in China, that friendly applause might be taken as an invitation to the bedroom rather than the boardroom.
In China, the clapping hands emoji has a rather different, and decidedly more intimate, connotation. Instead of a round of applause, you might unintentionally be suggesting something a bit more personal. So, while your intentions might be all about encouragement, your Chinese colleague might read it as something that’s definitely not safe for work!
The OK hand emoji
Another seemingly innocent gesture, the OK hand emoji, is one you should definitely handle with care. Whether you’re using it in team chats or in real life, this emoji can cause a lot more trouble than it’s worth in certain parts of the world.
Let’s start with Brazil - where flashing the OK sign isn’t exactly, well, OK. According to the New York Times, it has “scatological” connotations and is seen as the equivalent of giving someone the middle finger. So, if you don’t want to accidentally insult your Brazilian colleagues or clients, it’s best to give this emoji a wide berth.
In many parts of Europe, this emoji takes on yet another meaning. Instead of signalling that everything’s fine, it actually signifies ‘zero’ or ‘worthless.’ Imagine the horror of sending someone the OK emoji after they’ve asked you to review their work - what you meant as approval could come across as the complete opposite!
And it doesn’t stop there. In many Arabic countries, when paired with certain movements, this gesture is linked to the evil eye, implying that you’re cursing the person it’s directed at, and in the US, the gesture has taken a dark turn. In recent years, it’s been co-opted by alt-right groups and has become associated with white supremacist movements. The consequences can be serious - just ask Zina Bash, a White House employee who found herself at the centre of a conspiracy theory after she accidentally rested her hand in a position resembling the OK sign during a public event. The fallout was intense, showing just how sensitive this symbol has become.
Given the potential for misunderstanding and the number of people you could unintentionally offend, it might be wise to avoid the OK hand emoji altogether. After all, with so many other ways to show your approval, why risk the trouble?
The sign of the horns emoji
In many countries, the sign of the horns is synonymous with heavy metal and rock ‘n’ roll, a gesture that says “rock on” or “hardcore.” It’s a symbol of musical rebellion and high energy that you might throw up at a concert or even in a fun text to a fellow music lover. However, before you start flashing those horns everywhere, there are a few places where this gesture might get you into hot water.
In several European and Latin American countries - like Spain, Italy, Greece, Colombia, Portugal, Brazil, and others - the sign of the horns is anything but a cool nod to rock music. Instead, it’s considered a highly offensive gesture. The reason? In these regions, the word used to describe a man who is being unknowingly cheated on by his wife is “horned.” So, flashing this sign could suggest that someone is being cuckolded, which is a surefire way to deeply offend them.
So, if you’re not sure whether the person you’re communicating with is a rock fan—or if you’re chatting with someone from one of these countries—you might want to think twice before using the sign of the horns emoji. What’s meant as a harmless “rock on” could be interpreted as something much more insulting.
While the sign of the horns is a fun and rebellious symbol in some contexts, it’s definitely a gesture to use with caution, especially if you’re not in a crowd of fellow metalheads.
The Thumbs Up
With the rise of social media and the ubiquitous “like” button, the thumbs up gesture has become a go-to symbol of approval across much of the world. In the West, it’s a simple, positive way to say “good job” or “all good.” However, before you start giving the thumbs up to everyone, everywhere, it’s worth noting that this gesture doesn’t carry the same friendly meaning in every culture.
In countries like Greece, and parts of the Middle East, and some areas of Africa, the thumbs up can take on a whole new (and not-so-friendly) meaning. Take Iraq, for example - flashing a thumbs up there is roughly equivalent to giving someone the middle finger in the West. It’s not exactly the kind of message you want to send, especially if you’re trying to keep things friendly.
While this negative connotation is mostly contained to the Middle East, it’s still a good idea to be cautious when using the thumbs up gesture outside of Western contexts. Just imagine your Greek client asking if you’ve finally finished that big project, and you respond with a thumbs up emoji. Instead of seeing it as a sign of completion, they might interpret it as something far less polite!
So, while you’re likely safe using the thumbs up with people from Western countries, it never hurts to do a bit of research first, especially if you’re communicating with someone from a different cultural background.
The Angel
The angel emoji - whether you know it as a putto, cherub, or cupid - seems like the perfect way to express love, and innocence. After all, what’s more adorable than a haloed cherub? But if you’re chatting with someone from China, you might want to think twice before hitting send on this seemingly sweet emoji.
In China, the meaning of this emoji takes a dark turn. Instead of symbolising innocence or love, angels are often associated with death. So, while you might think you’re sending a message filled with charm, your Chinese colleague could interpret it as a grim omen or even a death threat ... not (we're guessing!) exactly the message you want to convey in a friendly chat!
Unless you’re intentionally aiming to send an ominous message, it’s best to avoid using the angel emoji in conversations with anyone from China. There are plenty of other ways to share a little love or cuteness without accidentally invoking the Grim Reaper!
The Hospital (?)
It’s easy to see why anyone outside of Japan might use this emoji to indicate a hospital or to wish someone a speedy recovery. After all, it’s a building with a heart on it, and some versions even have a big letter "H" on the front - everything about it screams “hospital,” doesn't it? Well, not quite.
The official name of this emoji reveals its true identity - it’s actually a love hotel! Yep, in Japan, this seemingly innocent emoji takes on a whole new meaning. Love hotels are places where couples can rent a room by the hour for some private time, making this emoji a lot more risqué than you might have intended.
You’re most likely perfectly safe using this emoji to mean “hospital” when chatting with people from most other countries, but you’ll want to think twice if you’re messaging someone from Japan. Instead of wishing them a quick recovery, you might accidentally be inviting them to a romantic rendezvous!
If you’re looking to wish a Japanese friend or colleague well, it might be best to stick to more traditional emojis. Unless, of course, you’re hoping for a different kind of response - just be prepared for some serious confusion if that misunderstanding isn’t cleared up
The Serious Side
Sending a misinterpreted emoji might seem like just a minor blunder, but it can actually have serious consequences. In the U.S. alone, over 1,000 legal cases have referenced emojis in court documents, which means that judges are now having to set precedents on how these digital symbols should be interpreted in legal contexts. This trend highlights just how important it is to be mindful of how emojis are used, especially when the stakes are high. Here are just a few examples where emojis have got the sender into hot water:
This was a significant moment in Australian legal history, marking the first time an Australian court considered whether an emoji could be defamatory. The case involved a "zipper-mouth face" emoji 🤐 used by Adam Houda in a tweet aimed at Zali Burrows. Judge Gibson ruled that the emoji could indeed convey defamatory meanings, leading to Burrows winning the case and being allowed to amend her defamation claim. This set a precedent in how digital symbols like emojis are interpreted in legal contexts.
The Dahan v. Haim case, decided in 2017 by Judge Amir Weizebbluth in Israel, involved a landlord, Yaniv Dahan, who was misled by a couple's enthusiastic text filled with emojis, leading him to believe they intended to rent his apartment. When the couple backed out, Dahan sued for damages. The court ruled that while the emojis didn't create a binding contract, they did convey optimism that led Dahan to rely on their intent, resulting in the couple being ordered to pay 8,000 shekels.
In Apatoff v. Munich Re, Elaina Apatoff, who took medical leave for asthma, was terminated after her employer received a tip and confirmed through a private investigator that she was doing yard work during her leave. Munich Re claimed they made an "honest mistake" in firing her, unaware that her doctor had recommended exercise. However, internal emails with smiley face emoticons indicated that the managers were pleased about her termination. The court found this evidence could suggest the decision-makers were happy to terminate her, which undermined Munich Re's defence.
In 2015, the Houston Rockets' social media manager, Chad Shanks, was fired after a tweet during an NBA playoff game sparked controversy. The tweet featured a gun emoji aimed at a horse, symbolising the Rockets' victory over the Dallas Mavericks (whose mascot is a horse). Though intended as playful banter, it was criticised for being in poor taste, leading to Shanks' dismissal.
As we've seen, emojis have transformed from simple emoticons into a complex language of their own, capable of conveying nuanced emotions and meanings that can vary significantly across cultures and contexts. While they enhance our digital communication, they also carry the risk of misunderstandings, particularly in professional settings where clarity is crucial. The potential for misinterpretation can lead to awkward situations or even serious consequences, as evidenced by various legal cases where emojis have been scrutinised in court.
Understanding the cultural and generational differences in emoji interpretation is essential for effective communication. As we navigate this colourful landscape of digital expression, it’s important to be mindful of the emojis we choose and the messages we intend to convey. By fostering awareness and sensitivity towards emoji use, we can enhance our interactions and avoid unnecessary confusion!
If you'd like to chat about emojis, digital transformation, or anything else, book a meeting today!
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How much institutional knowledge walks out of your door at 5 pm? In many organisations, critical information is trapped in departmental silos, buried in overflowing inboxes, or held entirely by a few key individuals. This is not just an inefficiency. It is a significant operational risk. When knowledge is not systematically shared, teams inevitably duplicate work, repeat preventable mistakes, and miss valuable opportunities for innovation.
True organisational resilience is not built on having the smartest people in the room. It is built on creating a system where their collective intelligence becomes a shared, accessible, and durable asset. This is the fundamental goal of effective knowledge management. It represents a crucial shift in thinking, moving away from a reliance on individual heroes and towards building collective organisational capability. At Yopla, we believe this transformation starts with aligning people and processes, long before any technology platform is chosen.
At its core, knowledge management is about creating clarity from operational fog. It ensures the expertise you develop stays within your organisation, empowering sharper decisions and freeing up time for high-value work. This guide cuts through the theory to provide ten actionable knowledge management best practices. Each one is designed to help you implement a structured approach, turning scattered information into a powerful, strategic advantage and embedding digital sovereignty where it belongs: inside your team.
1. Create a Knowledge Management Strategy Aligned with Business Goals
Effective knowledge management is not an isolated IT project or a standalone initiative. It must be a strategic discipline woven into the fabric of your organisation. One of the most critical knowledge management best practices is developing a formal strategy that directly supports and accelerates your core business objectives. Without this alignment, even the most sophisticated tools and processes will fail to deliver meaningful value, becoming a solution in search of a problem. A well-defined strategy transforms knowledge from a passive asset into an active driver of performance, innovation, and competitive advantage.
This approach involves moving beyond simply collecting information. It requires identifying critical knowledge gaps that hinder progress, defining clear success metrics, and establishing robust governance to ensure quality and relevance. For instance, NASA’s strategy focuses on preventing the loss of mission-critical expertise from retiring engineers, a direct response to a significant business risk. Similarly, Siemens' ShareNet platform was strategically designed to connect global sales teams. This directly generated over €100 million in additional revenue by sharing leads and project insights.
How to implement this practice.
A successful strategy starts with people, not platforms. To build a plan that sticks, you must secure leadership commitment and involve key stakeholders from across the business in its creation. This ensures the strategy addresses real-world challenges and gains the buy-in necessary for widespread adoption.
Start with a pilot programme. Select a single department or business function where improved knowledge sharing will have a high and visible impact, such as sales, customer support, or product development.
Define clear success metrics. What will success look like? It could be reduced onboarding time for new hires, a higher customer satisfaction score, or a faster product development cycle. These metrics must be measurable.
Involve stakeholders. Bring together leaders and team members from different departments to map out existing knowledge flows and identify pain points. This collaborative approach builds shared ownership.
Align with existing strategies. Ensure your knowledge management plan complements your current IT, HR, and overall business strategies to avoid creating conflicting priorities or redundant systems.
Organisational culture change is the complex process of shifting a company’s deep-seated values, beliefs, and behaviours to align with new strategies and goals. It’s not about tinkering with job descriptions or processes; it’s about fundamentally changing how work gets done.
What Is Organisational Culture, Really?
Before we can think about changing it, we need to agree on what organisational culture actually is. The term is often confused with office perks like free coffee or a ping-pong table. It is not the mission statement framed on the wall, either.
Think of culture as your company’s invisible operating system. It is the unwritten code dictating how your team behaves when no one is watching. It is the collection of shared beliefs, attitudes, and accepted norms that quietly guide every decision and action.
You see it in how a leader reacts to a mistake, how a team scrambles to meet a customer demand, or how people pull together (or don't) on a difficult project. That is where the real culture lives, not in a policy document.
The real impact of culture.
Many leaders write off culture as a "soft" HR issue, separate from the "hard" business of strategy and numbers. This is a significant mistake. A toxic or misaligned culture will silently poison even the most brilliant strategy.
Culture is not just one aspect of the game, it is the game. In the end, an organisation is nothing more than the collective capacity of its people to create value.
This is where many great ideas go to die, in the gap between strategy and culture. If your strategy demands agility but your culture rewards slow, bureaucratic caution, the culture will win. Every time.
On the other hand, a healthy culture acts as a powerful amplifier for your goals. When your people, processes, and technology are all underpinned by a supportive culture, you create an environment that naturally fosters:
Faster decisions. When people trust each other and have a shared understanding of what matters, information flows more freely and decisions are made with more confidence.
Increased resilience. A strong culture is a shock absorber. It helps your team navigate uncertainty and bounce back from setbacks because they are united by a sense of shared purpose.
Sustainable performance. Engaged employees who feel valued and connected to the company’s mission are more productive and committed to its long-term success.
At Yopla, we believe that true transformation starts with people, not platforms. Any attempt to roll out new tech or processes without first getting the human side right is likely to fall short. To build a more open, capable, and operationally sustainable organisation, you have to begin by understanding and shaping your organisational culture. It is the only foundation for change that lasts.
At its heart, psychological safety is the shared belief that it’s okay to take interpersonal risks on a team. It means people feel secure enough to offer ideas, ask questions, raise concerns, and even admit mistakes without fearing they’ll be punished or humiliated.
It’s the invisible bedrock that allows innovation, straight talk, and high performance to truly flourish.
What Psychological Safety Actually Means in Practice
Many leaders hear the term "psychological safety" and immediately think it means being nice all the time, dodging difficult conversations, or letting performance standards slip. This is a common and costly misunderstanding. True psychological safety isn’t about comfort. It's about creating an environment where productive discomfort, like challenging the status quo, can actually happen.
At its core, the psychological safety meaning boils down to interpersonal trust. It’s the permission a team gives itself to be candid and vulnerable as they work towards a common goal.
Think of the difference between two meetings. In one, everyone nods along in silent agreement. In the other, a junior team member feels secure enough to say, "I think I see a potential flaw in this plan, can we talk it through?". That's the magic of it.
This isn't just an academic distinction. It has serious consequences for how your organisation operates. When people stay silent, you lose out on valuable insights, overlook critical risks, and miss countless opportunities for improvement. We believe true transformation starts with people, and people can't bring their best work to the table when they're busy managing impressions and fearing what might happen if they speak up.
The Contrast Between Safe and Unsafe Environments
To make this idea more concrete, let's look at what work actually feels like day-to-day in these two different settings. The table below gives a quick summary of the behaviours you'd typically see.
Psychological Safety at a Glance
Characteristic
Psychologically Safe Environment
Psychologically Unsafe Environment
Mistakes
Seen as a chance to learn and improve.
A source of blame and finger-pointing.
Feedback
Frequent, specific, and focused on the work.
Rare, often personal, and delivered poorly.
Speaking Up
Team members feel able to challenge ideas openly.
People stay quiet, waiting for the leader's opinion.
Asking Questions
Encouraged as a way to clarify and learn.
Discouraged, seen as a sign of incompetence.
Risk-Taking
Calculated risks and new ideas are supported.
Sticking to the status quo is the safest bet.
The difference between these two columns ultimately determines whether your organisation is capable of learning and adapting, or if it's stuck in place.
An unsafe environment breeds a culture of fear and silence, which is a direct blocker to operational sustainability and growth. On the other hand, a safe environment is where your team’s collective intelligence is unlocked, not suppressed.
The Reality in UK Workplaces
The need for this shift is urgent. Psychological safety in UK workplaces is still a major concern. Recent research shows that just over half of UK employees feel they can genuinely speak up, challenge how things are done, and innovate without fear. This means nearly half the workforce might be holding back valuable input, stifling creativity and overall effectiveness. You can learn more about these findings on psychological safety and its measurement.
This lack of safety isn't just a "people problem", it's a business problem. It correlates strongly with increased safety incidents, higher absenteeism, and costly employee turnover—all of which directly hit your bottom line.
Fostering psychological safety isn't a 'nice-to-have' perk. It's a critical asset for building a more open, capable, and resilient organisation. It's the foundation you need for sharper decisions and sustainable impact.
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