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.

1. Psychology
of
Online Antagonists
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Andrea Weckerle
Founder, CiviliNation
Y’all Conference July 23, 2013
CiviliNation

2. CiviliNation Web:
http://civilination.org/
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Facebook:
CiviliNation
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Twitter:
@aweckerle and
@civilination

3. Where We Are
Today
CiviliNation
“world map 3D” by kcp4911 http://www.flickr.com/photos/29712230@N08/2861478881

4. What’s the
Problem?
CiviliNation
“Hey guess what?” by Rick http://www.flickr.com/photos/spine/2442711126/

5. Where
Is It Happening?
“Blue Earth” by Catalina Olavarria http://www.flickr.com/photos/catikaoe/144550404/
CiviliNation

6. Who Are The
Troublemakers?
CiviliNation
“Bedsite Table”” by Rachel Scotland http://www.flickr.com/photos/66400171@N06/6155043473/

7. TrollsCiviliNation
“Trolls“ by Cali4beach http://www.flickr.com/photos/cali4beach/6039415545

8. CiviliNation
“Troll under the bridge“ by ngader http://www.flickr.com/photos/49503047029@N01/229841717
Trolls

9. CiviliNation
“Troll Ave” by Andrés Monroy-Hernández http://www.flickr.com/photos/amonroy/2379870487
Trolls

10. CiviliNation
Trolls
John Lindsay http://dontevenreply.com/view.php?post=95

11. CiviliNation
Trolls

12. TrollsCiviliNation
Photo by Patrick Africanus in the public domain via Wikimedia Commons
DNFTT

13. SockpuppetsCiviliNation
“Sock Puppet Art” by Ann Larie Valentine http://www.flickr.com/photos/sanfranannie/3952700754

14. SockpuppetsCiviliNation
“The Ultimate ‘Mean’ Sock Puppet” by Teresa Trimm http://www.flickr.com/photos/7714612@N04/3306167992

15. SockpuppetsCiviliNation
“checkuser sockpuppet” by Cary Bass http://www.flickr.com/photos/bastique/3396034823/

16. DefamersCiviliNation
“Pants on Fire” by Mike Licht http://www.flickr.com/photos/notionscapital/4218906145/

17. DefamersCiviliNation
“The evil ‘I‘ “ by Janos-Csongor Kerekes http://www.flickr.com/photos/30420396@N03/8039318200

18. DefamersCiviliNation
“Lie” by Kathleen Conklin http://www.flickr.com/photos/79865753@N00/506425051

19. Difficult PeopleCiviliNation
“kiss_my_ass” by fsecart http://www.flickr.com/photos/8647615@N03/1007195669

20. Difficult PeopleCiviliNation
“Jerk - Brighton Black Rock” by Perry French http://www.flickr.com/photos/28536896@N02/2903043044

21. Difficult PeopleCiviliNation
“Day 041/365” by Paul Heaberlin http://www.flickr.com/photos/85795462@N00/3310285373

22. CiviliNation
Difficult People

23. What is Conflict?CiviliNation
“Trolls)” by Cristian V. http://www.flickr.com/photos/shyald/409601105/

24. Is Online Conflict
Inherently Bad?
CiviliNation
“chess” by Tom Goetze http://www.flickr.com/photos/riverofgod/210426424/

25. CiviliNation
The Different Types of
Online Conflicts
Source: Civility in the Digital Age (Que, 2013), page 60

26. CiviliNation
Permutations
“Colora” by CurveTo http://www.flickr.com/photos/86637070@N00/2698598542

27. CiviliNation
Conflict Issue
Categories
Content-based
Personality-
based
Power-based
Identity-based

28. CiviliNation
Conflict Issue
Categories
Personality-based
Power-based
Identity-based
Content-based

29. CiviliNation
Conflict Issue
Categories
Content-based
Personality-
based
Power-based
Identity-based
Personality-based

30. CiviliNation
Conflict Issue
Categories
Content-based
Personality-based
Identity-based
Power-based

31. CiviliNation
Conflict Issue
Categories
Content-based
Personality-based
Power-based
Identity-based

32. “Question Mark Sign” by Collin Kinner http://www.flickr.com/photos/colinkinner/2200500024/
What Can You Do?CiviliNation

33. Some
Foundational SkillsCiviliNation
“Concrete Foundations” by Chris RubberDragon http://www.flickr.com/photos/65219016@N04/6270207121

34. Some
Foundational Skills #1CiviliNation
“Anger” by Caleb Roenigk http://www.flickr.com/photos/56858900@N03/5510505990

35. Online Conflict Style Quiz: Which One AreYou? - quiz on pp. 122 of the book
CiviliNation
Some
Foundational Skills #1:
Conflict Style

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. Some
Foundational Skills #2CiviliNation
“Olympus Trip focusing” by George Rex http://www.flickr.com/photos/36692623@N06/3814863064

38. Some
Foundational Skills #3CiviliNation
“Wrong Way Highway Sign” by Kristin Nador http://www.flickr.com/photos/83251575@N04/7696089276

39. Some
Foundational Skills #4
CiviliNation
“Ear” by Travis Isaacs http://www.flickr.com/photos/tbisaacs/3911558890

40. Do you need to respond?
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If When How
CiviliNation
First Step

41. CiviliNation Next...
“Triage, First Aid Tent” by Brian Gratwicke http://www.flickr.com/photos/briangratwicke/5898801173/

42. CiviliNation Next...
“Problem” by r000pert http://www.flickr.com/photos/r000pert/136999467

43. CiviliNation Next...
“Crowd” by James Cridland http://www.flickr.com/photos/18378655@N00/613445810

44. CiviliNation Next...
“Solutions House” by James Mitchell http://www.flickr.com/photos/19916528@N00/2149876991

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. 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. Web: http://civilination.org/
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Facebook: CiviliNation
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Twitter: @aweckerle and @civilination
CiviliNation

48. CiviliNation
Available at:
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• civilination.org/civility-
in-the-digital-age
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• Amazon.com
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• barnesandnoble.com