How to Survive a Snark Attack

Characteristics
Verbal snipers
Critics and naysayers
Context and subtext
May be reasonable

Strategies
Take a deep breath
Set the tone: be human
Follow your guidelines
Liz Strauss: “be nice”
IBM: “responsible engagement”
Moderate comments,
if necessary

Case Study: Snarks

From Critics to Allies Aruni Gunasegaram BabbleSoft Jennifer Laycock The Lactivist

TROLLS

Definition  Takes pleasure in sowing discord  Provokes others into taking up their cause

Profile of a Troll  Generally male  Young (some exceptions)  Free time  Few outside interests (12)

Psychological Theories  Deindividuation (2)  Social Learning Theory (3)  Misattribution Theory of Humor (4)
Cannot distinguish between good/
bad attention (5)

Weapon FLAMEBAIT incendiary comments that elicit flaming emotional responses from other readers (6)

Tactics  Ad Hominem attacks  Online threats (9)  Offline threats (10)  Cyberstalking (11) (13)

Strategies for Dealing with Trolls

Strategies
Stay calm.
Ignore. (See the sign.)
Establish clear comment
rules and enforce them. (8)
Grow a thick skin; refuse
to be baited.
When appropriate,
delete the comment.

Case Study: Trolls

TechCrunch: Women In Tech

Q and A It’s your turn …

Sources
http://en.citizendium.org/wiki/Internet_troll
http://www.newscientist.com/blog/technology/2007/11/dont-flame-me-bro.html
http://books.google.com/books?id=zeP1UdZKYfIC&pg=PA194&dq=internet+aggression&cd=2#v=onepage&q=internet%20aggression&f=false
http://en.wikipedia.org/wiki/Misattribution_Theory_of_Humor
http://topazbean.wordpress.com/2009/08/12/on-the-psychology-of-trolls-my-name-is-topazbean-and-i-am-a-troll-fighting-addict/
http://larcho.wordpress.com/2008/05/28/how-not-to-get-hooked-by-a-flamebait/
http://tantek.pbworks.com/TrollTaxonomy
http://blog.ezinearticles.com/2007/01/ezinearticlescom-blog-comment-policy.html

Sources, continued
http ://www.cyberguards.com/CyberStalking. html
http://everydotconnects.com/2008/05/27/case-study-engagement-turns-critics-into-allies /
http://www.entrepremusings.com/index.php/2008/06/05/how-to-recover-from-a-scathing-blog-post /
http://www.searchengineguide.com/jennifer-laycock/bloggers-need-to-accept-responsibility-t.php
http://blogs.cornell.edu/newmedia10cbp42/2010/04/07/dont-cross-the-line/
http://thomaspainescorner.wordpress.com/trolls /
http://techcrunch.com/2010/08/28/women-in-tech-stop-blaming-me/#comment-73032967

Photo Credits
1. http://www.flickr.com/photos/21561428@N03/4338069854/
2. http://www.flickr.com/photos/clocky/1119779290/
3. http://www.flickr.com/photos/dkohara/830763316/
4. http://www.flickr.com/photos/bobasonic/178666415/
5. http://www.flickr.com/photos/annia316/2905665310/
6. http://www.flickr.com/photos/photonquantique/4488093613/
7. http://www.flickr.com/photos/mkudel/1410676786/
8. http://www.flickr.com/photos/foresmac/4034842899/
9. http://www.flickr.com/photos/jcolman/2795393320 /
11. http://www.flickr.com/photos/martin_kelley/2388613589/
12. http://www.flickr.com/photos/zen/6338392/

Case Studies
Engagement Turns Critics into Allies
Connie Reece
http://everydotconnects.com/2008/05/27/case-study-engagement-turns-critics-into-allies/
How to Recover from a Scathing Blog Post
Aruni Gunasegaram
http://www.entrepremusings.com/index.php/2008/06/05/how-to-recover-from-a-scathing-blog-post/
Bloggers Need to Accept Responsibility Too
Jennifer Laycock
http://www.searchengineguide.com/jennifer-laycock/bloggers-need-to-accept-responsibility-t.php

SlideShare URL: http://www.slideshare.net/TheJenATX/how-to-survive-a-snark-attack-conniereece-thejenatx Connie Reece @conniereece Conniereece.com Jen Wojcik @TheJenATX Pinqued.com THANK YOU

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How to Survive a Snark Attack

by Connie Reece on Oct 12, 2010

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