Actions for Civility in the digital age : how companies and people can triumph over haters, trolls, bullies, and other jerks

Email RIS file
Bookmark
Report an Issue

Civility in the digital age : how companies and people can triumph over haters, trolls, bullies, and other jerks / Andrea Weckerle

Author
Weckerle, Andrea
Additional Titles
How companies and people can triumph over haters, trolls, bullies, and other jerks
Published
Indianapolis, Indiana : Que ; London : Pearson Education [distributor], 2013.
Copyright Date
©2013
Physical Description
xii, 303 pages : illustrations ; 23 cm

Availability

HM1126.W43 2013 TK5105.878.W43 2013
I Want It
I Want It

Finding items...

Contents
Who Gives A Darn About Conflict?: -- If it happened to them, it can happen to you -- How this book will help you -- It all began on August 6, 1991 -- Every single day people and businesses take a hit on the internet: -- Negative effects of unresolved conflict -- Unique aspects of online communications -- Anonymity and pseudonymity -- Legal system's weaknesses -- When it's online, it's permanent -- Three scenarios revisited -- What is conflict and how can conflict management and resolution help? -- Foundational concepts in conflict management and resolution -- Positions -- Needs -- Values -- Different types of conflict management and resolution: -- Negotiation -- Facilitation -- Mediation -- Arbitration -- Civil litigation -- Three foundational skills necessary in conflict: -- Management and resolution -- What this book covers -- Endnotes -- Why Your Online Reputation And Privacy Matter: -- More and more, everything you do is public and subject to public scrutiny -- Sharing and oversharing -- Your digital footprint matters, whether you want it to or not -- How online information about your affects your reputation and life -- Online information about your affects your education, too -- Online information about you impacts your career success -- Online information affects more than you think -- Reputational hits from the outside -- Reputational hits from the inside -- Measuring your existing digital footprint: -- Consumer review and complaint sites -- Local and hyperlocal sites -- Sentiment analysis -- Creating a strong online reputation: -- Importance of trust and goodwill -- If you make a mistake, own it -- Monitoring your online reputation: -- Using monitoring tools -- Endnotes -- Different Types Of Conflicts You'll Encounter Online: -- Whether you're a global giant or a private individual, you can't escape online conflict -- How many different types of online conflicts are there?: -- One-on-one conflict -- One-on-one conflict between individuals with a prior relationship -- One-on-one conflict between individuals who are known to each other -- One-on-one conflict between individuals with only a superficial prior relationship -- Conflicts between several people or groups -- Conflicts between several people or groups who share a common identity -- Conflicts between several people or groups who don't share a common identity -- Conflicts between an individual and several community members -- Conflicts between community members and site representatives -- Conflict with people who are pseudonymous or anonymous -- Online lynch mobs: -- Private versus public disputes -- Conflict issue categories: -- Content-based conflicts -- Personality-based conflicts -- Power-based conflicts -- Identity-based conflicts -- Why these online conflicts matter -- Endnotes -- Who Are The Troublemakers?: -- Pathetic loser and coward: -- Troublemakers come in all sorts of shapes and sizes -- Anatomy of a troll -- How to deal with trolls -- Dealing with sockpuppets -- How to identify a sockpuppet -- Dealing with difficult people -- Dealing with online defamers -- Cyberbullies, cyberharassers, and cyberstalkers -- What to do if you are being harassed or stalked -- Online and offline can overlap -- Endnotes -- What's Your Conflict Style?: -- It's other people who are making me crazy, so why are we talking about me? -- There is no single right or wrong conflict style -- Adult personal conflict styles -- Competing: the warrior -- Coercing: the bulldozer -- Circumventing: the dodger -- Compliant: the pacifier -- Compromising: the negotiator -- Covert: the operative -- Collaborative: the resolver -- Online conflict style quiz: which one are you? -- Scoring key -- Endnotes -- 101 of Anger Management: -- Anger is a primal emotion -- Important note about this chapter -- What happens to you when you become angry? -- Are there differences in who becomes angry and how they express it? -- Why people become angry -- Don't confuse anger with other, similar emotions -- Negative anger affects people at work and at home -- Downside of expressing anger online -- Venting and self-control -- Anger management techniques -- Endnotes -- Digital Literacy In A Hyperconnected World: -- Brett Cohen the celebrity -- News media takes accuracy seriously-and still sometimes gets it wrong -- Digital literacy and why it's important -- Truthiness is the word -- Critical thinking is a core component of digital literacy -- Check your biases and beliefs -- Examining credibility and quality -- Don't be seduced by gossip and rumors -- Accuracy and verifiability of information -- Is a desire for the truth strong enough to overcome bias and faulty thinking? -- Endnotes -- and Into The Trenches: Conflict Resolution Skills And Strategies: -- Could this dispute have been managed better and possibly even avoided? -- Your conflict goals and corresponding approaches -- Your organizations' culture and conflict practices -- Determining if, when, and how to respond -- Word about the role of compassion -- Dispute management process: -- Gather information -- Identify the disputants -- Define the problem from your perspective -- Determine what the other side says the problem is about -- When the parties have different views about what the dispute is about -- What does the other side say it wants? -- Who are the decision makers? -- Agreeing on process and ground rules -- Know your BATNA and WATNA -- Creating possible solutions -- Agree on the implement the solution -- Review your progress -- Interpersonal skills for successful dispute management: -- Focus on the problem and not the person -- Don't make personal attacks or ad hominem fallacies -- Form of expression matters -- Active listening -- Responses when someone bashes you online -- Examples of effective online problem solving: -- Special note about consumer review sites -- Single versus repeat occurrence disputes -- Can you manage the dispute on your own or do you need outside help? -- Crisis management approach -- Endnotes -- Legal Aspects Of Online Disputes And conflicts: -- Is questionable behavior illegal? It depends on the facts and circumstances -- Imperfect nature of legal rights and responsibilities online: -- Freedom of speech -- Defamation -- Privacy -- Section 230 of the Communications Decency Act -- Drafting robust and legal social media policies -- Endnotes -- 30-Day Plan For Better Conflict Management Online: -- Putting knowledge into action -- Day 1: Start your conflict inventory and assessment -- Day 2: Identify your greatest online conflict concerns -- Day 3: Measure your existing digital footprint -- Day 4: Start identifying your online conflict management goals -- Day 5: Identify your internal champions -- Day 6: Get buy-in from leadership -- Day 7: Get human resource's buy-in -- Day 8: Identify the stakeholders and key personnel you'll need -- Day 9: Identify the financial resources you need -- Day 10: Claim your online identity -- Day 11: Choose an online monitoring tool -- Day 12: Set up an online conflict tracking system -- Day 13: Set up your social media sites -- Day 14: Create your company's social media policy or review your existing one -- Day 15: Hire someone to manage your social media properties -- Day 16: Hire an attorney -- Day 17: Determine whether you need to bury or remove negative information -- Day 18: Start developing your company's online conflict management training -- Day 19: Establish criteria for measuring success of conflict management training program -- Day 20: Create a social media conflict response flow chart -- Day 21: Start offering in-depth conflict management training to your social media professionals, public relations professionals and online community managers -- Day 22: Start drafting your crisis management plan --- Day 23: Identify our online crisis management team -- Day 24: Decide who your public face will be in an online crisis -- Day 25: Train your public relations team and social media team in crisis management skills -- Day 26: Develop your company Website's "dark site" -- Day 27: Start developing your digital literacy training course -- Day 28: Start developing your digital literacy training course -- Day 29: Simulate an online conflict crisis -- Day 30: Conduct the online crisis simulation's -- Post mortem -- Index.
Summary
Overview: Ever seem like the Web is just one big screaming match? Ever feel like you're refereeing a worldwide tantrum on YOUR social media sites, blogs, and online forums? That's not good for your goals - or your sanity. Stop. Now. Step back. Take a breath. And solve the problem. Thought you couldn't? You can: there are proven best practices for getting people to be civil online. Even when they disagree. Even if they're complaining. You can avoid misunderstandings that lead to flame wars, and promote constructive conversation amongst those with strongly held views. And, finally, you can handle the people that just can't be civilized. Today, these skills are flat-out imperative. Everyone who leads, curates, manages, or participates in online communities needs them. Andrea Weckerle hasn't just compiled them: she's created a 30-Day Action Plan for restoring civility to your corner of the digital world. This plan works - and not one moment too soon. Master the foundational skills you need to resolve and prevent conflict online -- Understand the dynamics of each online conflict, from procedural disputes to online lynch mobs -- Stay cool and effectively manage conflict in even the highest-pressure online environments -- Differentiate between what people say and what they really want -- Create a positive online footprint-or start cleaning up a negative image -- Recognize online troublemakers and strategize ways to handle them -- Manage your own anger-and, when necessary, express it online safely and productively -- Strategically manage others' online hostility and frustration -- Limit risks to your organization's online reputation due to actions it can't control -- Draft and implement corporate social media policies that actually work.
Subject(s)
ISBN
9780789750242 (pbk.)
0789750244 (pbk.)
Bibliography Note
Includes bibliographical references and index.
View MARC record | catkey: 10729622