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Andrea Weckerle Y'all Connect Presented by Alabama Power July 23, 2013 Birmingham, Alabama Online troublemakers come in many different variations. Some are simply disgruntled individuals who have a complaint and want to be heard. Others wreak havoc online because they enjoy getting a strong and emotional reactions out of you. Still others are intent on intentionally doing damage to your company or brand. Knowing how to deal effectively with each type of online antagonist is paramount in today’s online business climate. Takeaways: • Learn how to identify each different type of online antagonist. • Find out what makes each of the different types of antagonists tick. • Learn how to best manage each of the different type of antagonist. • Develop the emotional management skills that allow you to stay in control when the attackers come after you.
Citation preview
Psychology of
Online Antagonists !!
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Andrea Weckerle Founder, CiviliNation Y’all Conference July 23, 2013
CiviliNation
CiviliNation Web: http://civilination.org/
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Facebook: CiviliNation
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Twitter: @aweckerle and
@civilination
Where We Are Today
CiviliNation
“world map 3D” by kcp4911 http://www.flickr.com/photos/29712230@N08/2861478881
What’s the Problem?
CiviliNation
“Hey guess what?” by Rick http://www.flickr.com/photos/spine/2442711126/
Where Is It Happening?
“Blue Earth” by Catalina Olavarria http://www.flickr.com/photos/catikaoe/144550404/
CiviliNation
Who Are The Troublemakers?
CiviliNation
“Bedsite Table”” by Rachel Scotland http://www.flickr.com/photos/66400171@N06/6155043473/
TrollsCiviliNation
“Trolls“ by Cali4beach http://www.flickr.com/photos/cali4beach/6039415545
CiviliNation
“Troll under the bridge“ by ngader http://www.flickr.com/photos/49503047029@N01/229841717
Trolls
CiviliNation
“Troll Ave” by Andrés Monroy-Hernández http://www.flickr.com/photos/amonroy/2379870487
Trolls
CiviliNation
Trolls
John Lindsay http://dontevenreply.com/view.php?post=95
CiviliNation
Trolls
TrollsCiviliNation
Photo by Patrick Africanus in the public domain via Wikimedia Commons
DNFTT
SockpuppetsCiviliNation
“Sock Puppet Art” by Ann Larie Valentine http://www.flickr.com/photos/sanfranannie/3952700754
SockpuppetsCiviliNation
“The Ultimate ‘Mean’ Sock Puppet” by Teresa Trimm http://www.flickr.com/photos/7714612@N04/3306167992
SockpuppetsCiviliNation
“checkuser sockpuppet” by Cary Bass http://www.flickr.com/photos/bastique/3396034823/
DefamersCiviliNation
“Pants on Fire” by Mike Licht http://www.flickr.com/photos/notionscapital/4218906145/
DefamersCiviliNation
“The evil ‘I‘ “ by Janos-Csongor Kerekes http://www.flickr.com/photos/30420396@N03/8039318200
DefamersCiviliNation
“Lie” by Kathleen Conklin http://www.flickr.com/photos/79865753@N00/506425051
Difficult PeopleCiviliNation
“kiss_my_ass” by fsecart http://www.flickr.com/photos/8647615@N03/1007195669
Difficult PeopleCiviliNation
“Jerk - Brighton Black Rock” by Perry French http://www.flickr.com/photos/28536896@N02/2903043044
Difficult PeopleCiviliNation
“Day 041/365” by Paul Heaberlin http://www.flickr.com/photos/85795462@N00/3310285373
CiviliNation Difficult People
What is Conflict? CiviliNation
“Trolls)” by Cristian V. http://www.flickr.com/photos/shyald/409601105/
Is Online Conflict Inherently Bad?
CiviliNation
“chess” by Tom Goetze http://www.flickr.com/photos/riverofgod/210426424/
CiviliNationThe Different Types of
Online Conflicts
Source: Civility in the Digital Age (Que, 2013), page 60
CiviliNationPermutations
“Colora” by CurveTo http://www.flickr.com/photos/86637070@N00/2698598542
CiviliNation
Conflict Issue Categories
Content-based
Personality-based
Power-based
Identity-based
CiviliNation
Conflict Issue Categories
Personality-based
Power-based
Identity-based
Content-based
CiviliNation
Conflict Issue Categories
Content-based
Personality-based
Power-based
Identity-basedPersonality-based
CiviliNation
Conflict Issue Categories
Content-based
Personality-basedIdentity-based
Power-based
CiviliNation
Conflict Issue Categories
Content-based
Personality-based
Power-based
Identity-based
“Question Mark Sign” by Collin Kinner http://www.flickr.com/photos/colinkinner/2200500024/
What Can You Do?CiviliNation
Some Foundational Skills CiviliNation
“Concrete Foundations” by Chris RubberDragon http://www.flickr.com/photos/65219016@N04/6270207121
Some Foundational Skills #1CiviliNation
“Anger” by Caleb Roenigk http://www.flickr.com/photos/56858900@N03/5510505990
Online Conflict Style Quiz: Which One Are You? - quiz on pp. 122 of the book
CiviliNation
Some Foundational Skills #1:
Conflict Style
“2008-12-04 15-36-49_JCS_0111” by B Hartford J Strong http://www.flickr.com/photos/10964711@N06/3271564220
CiviliNation
Some Foundational Skills #1:
Conflict Style
Some Foundational Skills #2 CiviliNation
“Olympus Trip focusing” by George Rex http://www.flickr.com/photos/36692623@N06/3814863064
Some Foundational Skills #3CiviliNation
“Wrong Way Highway Sign” by Kristin Nador http://www.flickr.com/photos/83251575@N04/7696089276
Some Foundational Skills #4CiviliNation
“Ear” by Travis Isaacs http://www.flickr.com/photos/tbisaacs/3911558890
Do you need to respond? !If When How
CiviliNation First Step
CiviliNation Next...
“Triage, First Aid Tent” by Brian Gratwicke http://www.flickr.com/photos/briangratwicke/5898801173/
CiviliNation Next...
“Problem” by r000pert http://www.flickr.com/photos/r000pert/136999467
CiviliNation Next...
“Crowd” by James Cridland http://www.flickr.com/photos/18378655@N00/613445810
CiviliNation Next...
“Solutions House” by James Mitchell http://www.flickr.com/photos/19916528@N00/2149876991
CiviliNation Is the other side open
to resolution?
“handshake” by buddawiggi http://www.flickr.com/photos/buddawiggi/5987710858/; “hand” by jakub http://www.flickr.com/photos/75227967@N00/98193355
CiviliNation
Is the other side open to resolution?
“keep calm and carry on” by Jelene Morris http://www.flickr.com/photos/70831250@N00/2966591130
Web: http://civilination.org/ !
Facebook: CiviliNation !
Twitter: @aweckerle and @civilination
CiviliNation
CiviliNation
Available at: !
• civilination.org/civility-in-the-digital-age !
• Amazon.com !
• barnesandnoble.com
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