How to Survive a Snark Attack

Characteristics• Verbal snipers

• Critics and naysayers

• Context and subtext

• May be reasonable

Strategies• Take a deep breath

• Set the tone: be human

• Follow your guidelines• Liz Strauss: “be nice”

• IBM: “responsible

engagement”

• Moderate comments,

if necessary

Case Study: Snarks

From Critics to Allies

Aruni GunasegaramBabbleSoft

Jennifer LaycockThe Lactivist

TROLLS

Takes pleasure in sowing discord

Provokes others into taking up their cause

Definition

Generally male

Young (some exceptions)

Free time

Few outside interests (12)

Profile of a Troll

Deindividuation (2)

Social Learning Theory (3)

Misattribution Theory of Humor (4)

Cannot distinguish between good/bad attention (5)

Psychological Theories

FLAMEBAIT

incendiary comments thatelicit flaming emotionalresponses from other

readers

(6)

Weapon

Ad Hominem attacks

Online threats (9)

Offline threats (10)

Cyberstalking (11)

(13)

Tactics

(7)

Strategies for Dealing with

Trolls

Strategies• Stay calm.

• Ignore. (See the sign.)

• Establish clear comment

rules and enforce them. (8)

• Grow a thick skin; refuse

to be baited.

• When appropriate,

delete the comment.

Case Study: Trolls

TechCrunch: Women In Tech

Q and A

It’s your turn …

1) http://en.citizendium.org/wiki/Internet_troll2) http://www.newscientist.com/blog/technology/2007/11/dont-flame-me-bro.ht

ml

3) http://books.google.com/books?id=zeP1UdZKYfIC&pg=PA194&dq=internet+aggression&cd=2#v=onepage&q=internet%20aggression&f=false

4) http://en.wikipedia.org/wiki/Misattribution_Theory_of_Humor5) http://topazbean.wordpress.com/2009/08/12/on-the-psychology-of-trolls-my-

name-is-topazbean-and-i-am-a-troll-fighting-addict/

6) http://larcho.wordpress.com/2008/05/28/how-not-to-get-hooked-by-a-flamebait/

7) http://tantek.pbworks.com/TrollTaxonomy8) http://blog.ezinearticles.com/2007/01/ezinearticlescom-blog-comment-policy

.html

Sources

9) http://www.cyberguards.com/CyberStalking.html10)http://everydotconnects.com/2008/05/27/case-study-engagement-turns-critics-i

nto-allies/

11)http://www.entrepremusings.com/index.php/2008/06/05/how-to-recover-from-a-scathing-blog-post/

12)http://www.searchengineguide.com/jennifer-laycock/bloggers-need-to-accept-responsibility-t.php

10)http://blogs.cornell.edu/newmedia10cbp42/2010/04/07/dont-cross-the-line/11)http://thomaspainescorner.wordpress.com/trolls/12)http://techcrunch.com/2010/08/28/women-in-tech-stop-blaming-me/#comment-

73032967

Sources, continued

Photo Credits

1. http://www.flickr.com/photos/21561428@N03/4338069854/2. http://www.flickr.com/photos/clocky/1119779290/3. http://www.flickr.com/photos/dkohara/830763316/4. http://www.flickr.com/photos/bobasonic/178666415/5. http://www.flickr.com/photos/annia316/2905665310/6. http://www.flickr.com/photos/photonquantique/4488093613/7. http://www.flickr.com/photos/mkudel/1410676786/8. http://www.flickr.com/photos/foresmac/4034842899/9. http://www.flickr.com/photos/jcolman/2795393320/11.http://www.flickr.com/photos/martin_kelley/2388613589/12. http://www.flickr.com/photos/zen/6338392/

Case StudiesEngagement Turns Critics into AlliesConnie Reecehttp://everydotconnects.com/2008/05/27/case-study-engagement-turns-

critics-into-allies/

How to Recover from a Scathing Blog PostAruni Gunasegaramhttp://www.entrepremusings.com/index.php/2008/06/05/how-to-recover-from-

a-scathing-blog-post/

Bloggers Need to Accept Responsibility TooJennifer Laycockhttp://www.searchengineguide.com/jennifer-laycock/bloggers-need-to-

accept-responsibility-t.php

SlideShare URL:http://www.slideshare.net/TheJenATX/

how-to-survive-a-snark-attack-conniereece-thejenatx

Connie Reece@conniereece

Conniereece.com

Jen Wojcik@TheJenATXPinqued.com

THANK YOU