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.

1. 30 Day Plan
for
Conflict Management
Online
Andrea Weckerle
Founder, CiviliNation
Y’all Conference July 23, 2013
CiviliNation

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

3. What’s the
Problem?
CiviliNation
“you suck wallpaper” by Ferdando Mafra http://www.flickr.com/photos/64707145@N00/3010205451

4. Where
Is It Happening?
“Globe” by Yagan Kiely http://www.flickr.com/photos/26320335@N06/3341279680
CiviliNation

5. Who Cares?
Online Reputation = Reputation
CiviliNation

6. CiviliNation
Approaching
Online Conflict Management
as a Business Process

7. CiviliNation
“lockedfile” by ClerkBase http://www.flickr.com/photos/64773882@N08/8590075270
Day 1:
Conflict Inventory
& Assessment

8. CiviliNation
Day 1:
Conflict Inventory
& Assessment
“Shredder” by KOMUnews http://www.flickr.com/photos/12801018@N00/3588821051

9. CiviliNation
Day 1:
Conflict Inventory
& Assessment
“Meridian Filing & Storage” by bfi Business Furniture Inc. http://www.flickr.com/photos/94689970@N00/2377680521

10. CiviliNation
Day 1:
Conflict Inventory
& Assessment
“Sorry!” by Sebastien Wiertz http://www.flickr.com/photos/36169570@N08/6776802972

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. CiviliNation
Day 2:
Identifying Conflict Concerns
“Barbicide Publicity Shoot” by The Theatre Project http://www.flickr.com/photos/73969481@N07/8200353746

13. CiviliNation
Day 3:
Measuring Your
Existing Digital Footprint

14. CiviliNation
Day 4:
Your Conflict Management
Goals
“Soccer goal” by ewiemann http://www.flickr.com/photos/43763198@N00/1521876735

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. 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. CiviliNation
Day 7:
Human Resources’ Buy-In
“Head case” by Christian Guthierhttp://www.flickr.com/photos/60364452@N00/3385159329

18. CiviliNation
Day 8:
Identifying Stakeholders &
Key Personnel
“Business Meeting” by thetaxhaven http://www.flickr.com/photos/83532250@N06/7650804342

19. CiviliNation
Day 9:
Identifying Financial Resources
“Global economic financial linkeage” by Keith Ramsey http://www.flickr.com/photos/50715604@N07/4881843959

20. CiviliNation
Day 10:
Claiming Your Online Identity
“nothing but...” by Gisela Giardino http://www.flickr.com/photos/36613169@N00/5497134432

21. CiviliNation
Day 11:
Choosing an
Online Monitoring Tool

22. CiviliNation
Day 12:
Online Conflict Tracking System
“Tracks” by Uwe Hermann http://www.flickr.com/photos/73628542@N00/69724868

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. 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. 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. 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. CiviliNation
Day 16:
Hiring an Attorney
“Scales of Justice” by Clyde Robinson http://www.flickr.com/photos/85549619@N00/3367993034

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. 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. 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. 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. CiviliNation
Day 20:
Creating a Social Media
Conflict Response Flow Chart

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. CiviliNation
Day 22:
Drafting Your
Crisis Management Plan
“storm #2” by Marcin Kargol http://www.flickr.com/photos/31665162@N06/3782692376

35. CiviliNation
Day 22:
Drafting Your
Crisis Management Plan
“Storm Front 17” by mrpbps http://www.flickr.com/photos/mrpbps/5225685355

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. CiviliNation
Day 24:
Your Public Face During
an Online Crisis
“microphone” by Daehyun Park http://www.flickr.com/photos/34828108@N04/3711222265

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. 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. 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. CiviliNation
Day 28:
Developing Your
Digital Literacy Training Course
“Laptop Keyboard” by Twentyfour Students http://www.flickr.com/photos/53771866@N05/6217631400

42. CiviliNation
Day 29:
Simulate an
Online Conflict Crisis
“My Desk 2011” by saebaryo http://www.flickr.com/photos/8569941@N04/5556853286

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

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