Book description
Re-civilize Life Online!
PROVEN Conflict Management and Prevention for Social Media and the Web
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
Table of contents
- Title Page
- Copyright Page
- Contents at a Glance
- Table of Contents
- Foreword
- About the Author
- Dedication
- Acknowledgments
- We Want to Hear from You!
- Reader Services
-
1. 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
- Three Scenarios Revisited
- What Is Conflict and How Can Conflict Management and Resolution Help?
- Different Types of Conflict Management and Resolution
- Three Foundational Skills Necessary in Conflict Management and Resolution
- What This Book Covers
- Endnotes
- 2. Why Your Online Reputation and Privacy Matter
- 3. The Different Types of Conflicts You’ll Encounter Online
- 4. Who Are the Troublemakers?
- 5. What’s Your Conflict Style?
-
6. The 101 of Anger Management
- Anger Is a Primal Emotion
- An 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
- The Downside of Expressing Anger Online
- Venting and Self-Control
- Anger Management Techniques
- Endnotes
-
7. Digital Literacy in a Hyperconnected World
- Brett Cohen the Celebrity
- The 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
-
8. 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 Organization’s Culture and Conflict Practices
- Determining If, When, and How to Respond
- A Word About the Role of Compassion
- Dispute Management Process
- Interpersonal Skills for Successful Dispute Management
- Responses When Someone Bashes You Online
- Examples of Effective Online Problem Solving
- Single Versus Repeat Occurrence Disputes
- Can You Manage the Dispute on Your Own or Do You Need Outside Help?
- Crisis Management Approach
- Endnotes
- 9. Legal Aspects of Online Disputes and Conflicts
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10. 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 Resources’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 Your 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 Anger Management 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
- Endnotes
- Index
Product information
- Title: Civility in the Digital Age: How Companies and People Can Triumph over Haters, Trolls, Bullies and Other Jerks
- Author(s):
- Release date: February 2013
- Publisher(s): Que
- ISBN: 9780133134995
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