Civility in the Digital Age How Companies and People Can Triumph over Haters, Trolls, Bullies and Other Jerks

by Weckerle, Andrea

• ISBN13: 9780789750242
• ISBN10: 0789750244
• Edition: 1st
• Format: Paperback
• Copyright: 2013-02-13
• Publisher: Que Pub

Summary

Some people will say anythingonline -- no matter how careless, angry, or hateful. From simple misunderstandings blown out of control to flat-out flame wars and online lynch mobs, we're suffering a worldwide epidemic of digital incivility. If you communicate online -- as a business professional, PR specialist, online community manager, or just a casual blog commenter -- you're on the frontlines. You need to know how to understand, anticipate, and proactively manage online conflict. Digital Civilitywill teach you those absolutely indispensable personal, interpersonal, and digital literacy skills. Your guide: Andrea Weckerle, nationally respected conflict mediator and founder of CiviliNation, the nation's #1 organization dedicated to advancing robust online discussion free of harassment and defamation. Step by step, she'll show you how to: avoid or successfully manage most online disputes… create a positive online footprint, or clean up a negative reputation… understand the dynamics of each online conflict… recognize online troublemakers and strategize to handle them… manage your own anger, and when necessary, express it online safely and productively… differentiate between what people sayonline and what they reallywant… strategically manage others'online hostility and frustration… draft and implement corporate social media policies that promote positive communication and resist PR catastrophes. Then, building on all this, Weckerle walks you through a practical 30-Day Plan of Action for better online conflict management -- complete with concrete steps and practical checklists!

Author Biography

Andrea Weckerle, an attorney, founded and leads CiviliNation, a 501 (c)(3) non-profit dedicated to reducing online hostility and character assassination. She previously worked at the Legal Management Services division of a global professional services firm, helping to design, develop and implement comprehensive alternative dispute resolution systems for Fortune 500 firms. She also underwent extensive mediation training, earning certificates in Commercial Mediation and Conflict Resolution Processes. Her work has been featured in The Wall Street Journal, CNN.com, NY Daily News, and Advertising Age. She holds an MA in Public Relations/Conflict Analysis and Resolution.

Table of Contents

Foreword by Jimmy Wales, founder of Wikipedia

1. Who Gives a Darn About Conflict?

2. Why Your Online Reputation and Privacy Matter

3. The Different Types of Conflicts and Which Ones Matter Most

4. Who Are the Troublemakers?

5. What's Your Conflict Style?

6. The 101 of Anger Management

7. Digital Literacy in a Hyperconnected World

8. Into the Trenches: Conflict Resolution Skills and Strategies

9. Legal Aspects of Online Disputes and Conflicts

10. 30-Day Plan for Better Conflict Management Online