Psychology of Online Antagonists, by Andrea Weckerle

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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.

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Psychology of Online Antagonists, by Andrea Weckerle

  1. 1. Psychology of Online Antagonists ! ! ! Andrea Weckerle Founder, CiviliNation Y’all Conference July 23, 2013 CiviliNation
  2. 2. CiviliNation Web: http://civilination.org/ ! Facebook: CiviliNation ! Twitter: @aweckerle and @civilination
  3. 3. Where We Are Today CiviliNation “world map 3D” by kcp4911 http://www.flickr.com/photos/29712230@N08/2861478881
  4. 4. What’s the Problem? CiviliNation “Hey guess what?” by Rick http://www.flickr.com/photos/spine/2442711126/
  5. 5. Where Is It Happening? “Blue Earth” by Catalina Olavarria http://www.flickr.com/photos/catikaoe/144550404/ CiviliNation
  6. 6. Who Are The Troublemakers? CiviliNation “Bedsite Table”” by Rachel Scotland http://www.flickr.com/photos/66400171@N06/6155043473/
  7. 7. TrollsCiviliNation “Trolls“ by Cali4beach http://www.flickr.com/photos/cali4beach/6039415545
  8. 8. CiviliNation “Troll under the bridge“ by ngader http://www.flickr.com/photos/49503047029@N01/229841717 Trolls
  9. 9. CiviliNation “Troll Ave” by Andrés Monroy-Hernández http://www.flickr.com/photos/amonroy/2379870487 Trolls
  10. 10. CiviliNation Trolls John Lindsay http://dontevenreply.com/view.php?post=95
  11. 11. CiviliNation Trolls
  12. 12. TrollsCiviliNation Photo by Patrick Africanus in the public domain via Wikimedia Commons DNFTT
  13. 13. SockpuppetsCiviliNation “Sock Puppet Art” by Ann Larie Valentine http://www.flickr.com/photos/sanfranannie/3952700754
  14. 14. SockpuppetsCiviliNation “The Ultimate ‘Mean’ Sock Puppet” by Teresa Trimm http://www.flickr.com/photos/7714612@N04/3306167992
  15. 15. SockpuppetsCiviliNation “checkuser sockpuppet” by Cary Bass http://www.flickr.com/photos/bastique/3396034823/
  16. 16. DefamersCiviliNation “Pants on Fire” by Mike Licht http://www.flickr.com/photos/notionscapital/4218906145/
  17. 17. DefamersCiviliNation “The evil ‘I‘ “ by Janos-Csongor Kerekes http://www.flickr.com/photos/30420396@N03/8039318200
  18. 18. DefamersCiviliNation “Lie” by Kathleen Conklin http://www.flickr.com/photos/79865753@N00/506425051
  19. 19. Difficult PeopleCiviliNation “kiss_my_ass” by fsecart http://www.flickr.com/photos/8647615@N03/1007195669
  20. 20. Difficult PeopleCiviliNation “Jerk - Brighton Black Rock” by Perry French http://www.flickr.com/photos/28536896@N02/2903043044
  21. 21. Difficult PeopleCiviliNation “Day 041/365” by Paul Heaberlin http://www.flickr.com/photos/85795462@N00/3310285373
  22. 22. CiviliNation Difficult People
  23. 23. What is Conflict?CiviliNation “Trolls)” by Cristian V. http://www.flickr.com/photos/shyald/409601105/
  24. 24. Is Online Conflict Inherently Bad? CiviliNation “chess” by Tom Goetze http://www.flickr.com/photos/riverofgod/210426424/
  25. 25. CiviliNation The Different Types of Online Conflicts Source: Civility in the Digital Age (Que, 2013), page 60
  26. 26. CiviliNation Permutations “Colora” by CurveTo http://www.flickr.com/photos/86637070@N00/2698598542
  27. 27. CiviliNation Conflict Issue Categories Content-based Personality- based Power-based Identity-based
  28. 28. CiviliNation Conflict Issue Categories Personality-based Power-based Identity-based Content-based
  29. 29. CiviliNation Conflict Issue Categories Content-based Personality- based Power-based Identity-based Personality-based
  30. 30. CiviliNation Conflict Issue Categories Content-based Personality-based Identity-based Power-based
  31. 31. CiviliNation Conflict Issue Categories Content-based Personality-based Power-based Identity-based
  32. 32. “Question Mark Sign” by Collin Kinner http://www.flickr.com/photos/colinkinner/2200500024/ What Can You Do?CiviliNation
  33. 33. Some Foundational SkillsCiviliNation “Concrete Foundations” by Chris RubberDragon http://www.flickr.com/photos/65219016@N04/6270207121
  34. 34. Some Foundational Skills #1CiviliNation “Anger” by Caleb Roenigk http://www.flickr.com/photos/56858900@N03/5510505990
  35. 35. Online Conflict Style Quiz: Which One AreYou? - quiz on pp. 122 of the book CiviliNation Some Foundational Skills #1: Conflict Style
  36. 36. “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
  37. 37. Some Foundational Skills #2CiviliNation “Olympus Trip focusing” by George Rex http://www.flickr.com/photos/36692623@N06/3814863064
  38. 38. Some Foundational Skills #3CiviliNation “Wrong Way Highway Sign” by Kristin Nador http://www.flickr.com/photos/83251575@N04/7696089276
  39. 39. Some Foundational Skills #4 CiviliNation “Ear” by Travis Isaacs http://www.flickr.com/photos/tbisaacs/3911558890
  40. 40. Do you need to respond? ! If When How CiviliNation First Step
  41. 41. CiviliNation Next... “Triage, First Aid Tent” by Brian Gratwicke http://www.flickr.com/photos/briangratwicke/5898801173/
  42. 42. CiviliNation Next... “Problem” by r000pert http://www.flickr.com/photos/r000pert/136999467
  43. 43. CiviliNation Next... “Crowd” by James Cridland http://www.flickr.com/photos/18378655@N00/613445810
  44. 44. CiviliNation Next... “Solutions House” by James Mitchell http://www.flickr.com/photos/19916528@N00/2149876991
  45. 45. 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
  46. 46. CiviliNation  Is the other side open to resolution? “keep calm and carry on” by Jelene Morris http://www.flickr.com/photos/70831250@N00/2966591130
  47. 47. Web: http://civilination.org/ ! Facebook: CiviliNation ! Twitter: @aweckerle and @civilination CiviliNation
  48. 48. CiviliNation Available at: ! • civilination.org/civility- in-the-digital-age ! • Amazon.com ! • barnesandnoble.com

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