30 Day Plan
for
Conflict Management
Online
Andrea Weckerle
Founder, CiviliNation
Y’all Conference July 23, 2013
CiviliNati...
CiviliNation Web:
http://civilination.org/
!
Facebook:
CiviliNation
!
Twitter:
@aweckerle and
@civilination
What’s the
Problem?
CiviliNation
“you suck wallpaper” by Ferdando Mafra http://www.flickr.com/photos/64707145@N00/30102054...
Where
Is It Happening?
“Globe” by Yagan Kiely http://www.flickr.com/photos/26320335@N06/3341279680
CiviliNation
Who Cares?
Online Reputation = Reputation
CiviliNation
CiviliNation
Approaching
Online Conflict Management
as a Business Process
CiviliNation
“lockedfile” by ClerkBase http://www.flickr.com/photos/64773882@N08/8590075270
Day 1:
Conflict Inventory
& As...
CiviliNation
Day 1:
Conflict Inventory
& Assessment
“Shredder” by KOMUnews http://www.flickr.com/photos/12801018@N00/35888...
CiviliNation
Day 1:
Conflict Inventory
& Assessment
“Meridian Filing & Storage” by bfi Business Furniture Inc. http://www....
CiviliNation
Day 1:
Conflict Inventory
& Assessment
“Sorry!” by Sebastien Wiertz http://www.flickr.com/photos/36169570@N08...
CiviliNation
Day 1:
Conflict Inventory
& Assessment
“It takes months to find a customer...” by jm3 on Flickr http://www.fl...
CiviliNation
Day 2:
Identifying Conflict Concerns
“Barbicide Publicity Shoot” by The Theatre Project http://www.flickr.com...
CiviliNation
Day 3:
Measuring Your
Existing Digital Footprint
CiviliNation
Day 4:
Your Conflict Management
Goals
“Soccer goal” by ewiemann http://www.flickr.com/photos/43763198@N00/152...
CiviliNation
Day 5:
Identifying Internal Champions
“Closeup portarit of a group of business people laughing” by Richard fo...
CiviliNation
Day 6:
Leadership Buy-In
“Connecting Young Leaders - October 1-2 Wellington” by Us Embassy New Zealand http:/...
CiviliNation
Day 7:
Human Resources’ Buy-In
“Head case” by Christian Guthierhttp://www.flickr.com/photos/60364452@N00/3385...
CiviliNation
Day 8:
Identifying Stakeholders &
Key Personnel
“Business Meeting” by thetaxhaven http://www.flickr.com/photo...
CiviliNation
Day 9:
Identifying Financial Resources
“Global economic financial linkeage” by Keith Ramsey http://www.flickr...
CiviliNation
Day 10:
Claiming Your Online Identity
“nothing but...” by Gisela Giardino http://www.flickr.com/photos/366131...
CiviliNation
Day 11:
Choosing an
Online Monitoring Tool
CiviliNation
Day 12:
Online Conflict Tracking System
“Tracks” by Uwe Hermann http://www.flickr.com/photos/73628542@N00/697...
CiviliNation
Day 13:
Setting Up Social Media Sites
“social-media-banner-sites” by Yoel Ben-Avraham http://www.flickr.com/p...
CiviliNation
Day 14:
Your Organization’s
Social Media Policy
“Know the rules” by One Way Stock http://www.flickr.com/photo...
CiviliNation
Day 14:
Your Organization’s
Social Media Policy
“Know the Rules White Background One Way Stock http://www.fli...
CiviliNation
Day 15:
Managing Your
Social Media Properties
“What I really do...Social Media Manager” by birgerking http://...
CiviliNation
Day 16:
Hiring an Attorney
“Scales of Justice” by Clyde Robinson http://www.flickr.com/photos/85549619@N00/33...
CiviliNation
Day 17:
Deciding Whether to
Bury or Remove Information
“Shovel + Handle” by Anthony Albright http://www.flick...
CiviliNation
Day 17:
Deciding Whether to
Bury or Remove Information
“Hole in the ground” by Michael Hiemstra http://www.fl...
CiviliNation
Day 18:
Develop Your Company’s Online
Conflict Management Training
“The Donatello terrace Meeting Room” by Sh...
CiviliNation
Day 19:
Criteria for Measuring
Conflict Management Training
Program’s Success
“Measuring cups” by Bobbie Bowe...
CiviliNation
Day 20:
Creating a Social Media
Conflict Response Flow Chart
CiviliNation
Day 21:
Training for Your
Social Media, PR and Online
Community Managers
“UF CSE Classroom Blackboard Desks R...
CiviliNation
Day 22:
Drafting Your
Crisis Management Plan
“storm #2” by Marcin Kargol http://www.flickr.com/photos/3166516...
CiviliNation
Day 22:
Drafting Your
Crisis Management Plan
“Storm Front 17” by mrpbps http://www.flickr.com/photos/mrpbps/5...
CiviliNation
Day 23:
Identify Your Online Conflict
Management Team
“Light Bulb #1” I love PR (public relations)” by Chick ...
CiviliNation
Day 24:
Your Public Face During
an Online Crisis
“microphone” by Daehyun Park http://www.flickr.com/photos/34...
CiviliNation
Day 25:
Training Your PR & SM Teams in
Crisis Management
“Day 041/365” by Paul Heaberlin http://www.flickr.co...
CiviliNation
Day 26:
Developing Your Dark Site
“Freebies - 10 New Dark Pattersn for Websites (PAT) by The Open Dept. http:...
CiviliNation
Day 27:
Developing Your
Anger Management
Training Course
“Fire” by Andrew Malone http://www.flickr.com/photos...
CiviliNation
Day 28:
Developing Your
Digital Literacy Training Course
“Laptop Keyboard” by Twentyfour Students http://www....
CiviliNation
Day 29:
Simulate an
Online Conflict Crisis
“My Desk 2011” by saebaryo http://www.flickr.com/photos/8569941@N0...
CiviliNation
Day 30:
Conduct Online Conflict Crisis
Simulation Post Mortem
“Wicker Casket admired by our rattan furniture ...
Final Thought
CiviliNation
Visual Sketchnotes of the Marketing Smarts podcast Profs “How to Deal With Online Trolls, Jerks...
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
Upcoming SlideShare
Loading in...5
×

Your 30-Day Plan for Conflict Management Online, by Andrea Weckerle

135

Published on

Andrea Weckerle
Y'all Connect Presented by Alabama Power
July 23, 2013
Birmingham, Alabama

More and more people are talking about you and your organization online. They can also easily find out what others are saying about your business, whether it’s good or bad. Sometimes, they’re unable to tell the difference between what’s true or what’s simply an opinion or even a lie.

With millions of active users online, it’s no surprise that online misunderstandings, reputational harm and public relations disasters are commonplace. Knowing how to actively mitigate against these problems is vital in today’s global environment.

Takeaways:
• Execute your conflict inventory and assessment.
• Clearly identify your specific online conflict management goals.
• Determine whether you need to bury negative information about your organization.
• Create your unique social media conflict resolution response flow chart.
• Draft a robust employee social media policy.

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
135
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
1
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Transcript of "Your 30-Day Plan for Conflict Management Online, by Andrea Weckerle"

  1. 1. 30 Day Plan for Conflict Management Online 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. What’s the Problem? CiviliNation “you suck wallpaper” by Ferdando Mafra http://www.flickr.com/photos/64707145@N00/3010205451
  4. 4. Where Is It Happening? “Globe” by Yagan Kiely http://www.flickr.com/photos/26320335@N06/3341279680 CiviliNation
  5. 5. Who Cares? Online Reputation = Reputation CiviliNation
  6. 6. CiviliNation Approaching Online Conflict Management as a Business Process
  7. 7. CiviliNation “lockedfile” by ClerkBase http://www.flickr.com/photos/64773882@N08/8590075270 Day 1: Conflict Inventory & Assessment
  8. 8. CiviliNation Day 1: Conflict Inventory & Assessment “Shredder” by KOMUnews http://www.flickr.com/photos/12801018@N00/3588821051
  9. 9. CiviliNation Day 1: Conflict Inventory & Assessment “Meridian Filing & Storage” by bfi Business Furniture Inc. http://www.flickr.com/photos/94689970@N00/2377680521
  10. 10. CiviliNation Day 1: Conflict Inventory & Assessment “Sorry!” by Sebastien Wiertz http://www.flickr.com/photos/36169570@N08/6776802972
  11. 11. CiviliNation Day 1: Conflict Inventory & Assessment “It takes months to find a customer...” by jm3 on Flickr http://www.flickr.com/photos/37996588780@N01/289008691
  12. 12. CiviliNation Day 2: Identifying Conflict Concerns “Barbicide Publicity Shoot” by The Theatre Project http://www.flickr.com/photos/73969481@N07/8200353746
  13. 13. CiviliNation Day 3: Measuring Your Existing Digital Footprint
  14. 14. CiviliNation Day 4: Your Conflict Management Goals “Soccer goal” by ewiemann http://www.flickr.com/photos/43763198@N00/1521876735
  15. 15. CiviliNation Day 5: Identifying Internal Champions “Closeup portarit of a group of business people laughing” by Richard fosterhttp://www.flickr.com/photos/93963757@N05/8551937456
  16. 16. CiviliNation Day 6: Leadership Buy-In “Connecting Young Leaders - October 1-2 Wellington” by Us Embassy New Zealand http://www.flickr.com/photos/46907600@N02/5042796866
  17. 17. CiviliNation Day 7: Human Resources’ Buy-In “Head case” by Christian Guthierhttp://www.flickr.com/photos/60364452@N00/3385159329
  18. 18. CiviliNation Day 8: Identifying Stakeholders & Key Personnel “Business Meeting” by thetaxhaven http://www.flickr.com/photos/83532250@N06/7650804342
  19. 19. CiviliNation Day 9: Identifying Financial Resources “Global economic financial linkeage” by Keith Ramsey http://www.flickr.com/photos/50715604@N07/4881843959
  20. 20. CiviliNation Day 10: Claiming Your Online Identity “nothing but...” by Gisela Giardino http://www.flickr.com/photos/36613169@N00/5497134432
  21. 21. CiviliNation Day 11: Choosing an Online Monitoring Tool
  22. 22. CiviliNation Day 12: Online Conflict Tracking System “Tracks” by Uwe Hermann http://www.flickr.com/photos/73628542@N00/69724868
  23. 23. CiviliNation Day 13: Setting Up Social Media Sites “social-media-banner-sites” by Yoel Ben-Avraham http://www.flickr.com/photos/25275534@N00/8631350769
  24. 24. CiviliNation Day 14: Your Organization’s Social Media Policy “Know the rules” by One Way Stock http://www.flickr.com/photos/60141638@N06/9087773441 onewaystock.com
  25. 25. CiviliNation Day 14: Your Organization’s Social Media Policy “Know the Rules White Background One Way Stock http://www.flickr.com/photos/60141638@N06/8973254409 onewaystock.com
  26. 26. CiviliNation Day 15: Managing Your Social Media Properties “What I really do...Social Media Manager” by birgerking http://www.flickr.com/photos/33816955@N08/6908909555
  27. 27. CiviliNation Day 16: Hiring an Attorney “Scales of Justice” by Clyde Robinson http://www.flickr.com/photos/85549619@N00/3367993034
  28. 28. CiviliNation Day 17: Deciding Whether to Bury or Remove Information “Shovel + Handle” by Anthony Albright http://www.flickr.com/photos/50125742@N07/4824624697
  29. 29. CiviliNation Day 17: Deciding Whether to Bury or Remove Information “Hole in the ground” by Michael Hiemstra http://www.flickr.com/photos/97973957@N00/4929374625
  30. 30. CiviliNation Day 18: Develop Your Company’s Online Conflict Management Training “The Donatello terrace Meeting Room” by ShellVacationsHospitality http://www.flickr.com/photos/28685147@N04/7143279651
  31. 31. CiviliNation Day 19: Criteria for Measuring Conflict Management Training Program’s Success “Measuring cups” by Bobbie Bowers http://www.flickr.com/photos/21806643@N05/3478914960
  32. 32. CiviliNation Day 20: Creating a Social Media Conflict Response Flow Chart
  33. 33. CiviliNation Day 21: Training for Your Social Media, PR and Online Community Managers “UF CSE Classroom Blackboard Desks Red Seats Brick Walls Overhead Projector http://www.flickr.com/photos/53313745@N00/4541322899
  34. 34. CiviliNation Day 22: Drafting Your Crisis Management Plan “storm #2” by Marcin Kargol http://www.flickr.com/photos/31665162@N06/3782692376
  35. 35. CiviliNation Day 22: Drafting Your Crisis Management Plan “Storm Front 17” by mrpbps http://www.flickr.com/photos/mrpbps/5225685355
  36. 36. CiviliNation Day 23: Identify Your Online Conflict Management Team “Light Bulb #1” I love PR (public relations)” by Chick Coker http://www.flickr.com/photos/caveman_92223/3346906435/
  37. 37. CiviliNation Day 24: Your Public Face During an Online Crisis “microphone” by Daehyun Park http://www.flickr.com/photos/34828108@N04/3711222265
  38. 38. CiviliNation Day 25: Training Your PR & SM Teams in Crisis Management “Day 041/365” by Paul Heaberlin http://www.flickr.com/photos/85795462@N00/3310285373
  39. 39. CiviliNation Day 26: Developing Your Dark Site “Freebies - 10 New Dark Pattersn for Websites (PAT) by The Open Dept. http://www.flickr.com/photos/79456338@N02/7336262324
  40. 40. CiviliNation Day 27: Developing Your Anger Management Training Course “Fire” by Andrew Malone http://www.flickr.com/photos/41894170049@N01/2032844649, Source: Civility in the Digital Age (Que, 2013), page 112 Online Conflict Style Quiz: Which One AreYou? - quiz on pp. 122 of the book
  41. 41. CiviliNation Day 28: Developing Your Digital Literacy Training Course “Laptop Keyboard” by Twentyfour Students http://www.flickr.com/photos/53771866@N05/6217631400
  42. 42. CiviliNation Day 29: Simulate an Online Conflict Crisis “My Desk 2011” by saebaryo http://www.flickr.com/photos/8569941@N04/5556853286
  43. 43. CiviliNation Day 30: Conduct Online Conflict Crisis Simulation Post Mortem “Wicker Casket admired by our rattan furniture designers” by Wicker Paradise http://www.flickr.com/photos/76061588@N03/8547143115
  44. 44. Final Thought CiviliNation Visual Sketchnotes of the Marketing Smarts podcast Profs “How to Deal With Online Trolls, Jerks, and Bullies” created by Veronika Jarski http://www.slideshare.net/mprofs/tips-for-dealing-with-online-trolls-jerks-and-bullies
  45. 45. Web: http://civilination.org/ ! Facebook: CiviliNation ! Twitter: @aweckerle and @civilination CiviliNation
  46. 46. CiviliNation Available at: ! • civilination.org/civility- in-the-digital-age ! • Amazon.com ! • barnesandnoble.com
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×