On Tuesday, Oct. 2, from 1-2 p.m. New York City time (10 a.m. Oregon time), I’ll be leading the #commbuild tweetchat on Twitter.
The #commbuild tweetchat is focused on building and sustaining online communities for nonprofits, charities, schools, government programs and other mission-based initiatives, though some corporate folks frequently show up and share.
The focus of the chat tomorrow will be on dealing with conflict among members of an online community.
This is a subject near and dear to my heart. I addressed it in this web page, Handling Online Criticism, which recently got quite a few mentions on Twitter. Just as criticism of an organization is inevitable on an online community, so is conflict among members. There’s no way to avoid it, but there are ways to address conflict that can help an organization maintain a reputation for being transparent and responsive, but without allowing someone to dominate a conversation and drown out others. How an organization handles online conflict speaks volumes about that organization, for weeks, months, and maybe even years to come.
Participating in the tweetchat is simple: you log into Twitter, and then you click on the #commbuild link or do a search on the term #commbuild on Twitter. All messages with the #commbuild tag will appear. Keep reloading the tweets and you will see all new messages. To respond, just choose a message and click on “Reply”. Be sure to put the tag #commbuild in your message, however, so everyone else can see it too!
The questions I’m going to be asking on this Tweetchat (subject to change!):
Q1: Is conflict in an online community avoidable?
Q2: Is conflict on an online community ever healthy? Examples?
Q3: Have YOU ever been an instigator or participant in a lively conflict on an online community?
Q4: Do you include info about conflicts that happen on your community in staff meetings, or to your supervisor? Why/why not?
Q5: Do you have written rules on how to deal with conflict on your online community?
Q6: How long do you let conflict/debate go on on your online community?
Q7: Have you ever said no to calls by others to ban a member? Why?
Q8: When is it time to ask for a debate to stop?
Q9: Other tips for dealing with conflict online?
And regarding Q3: yes, I have been a participant in MANY lively conflicts in various online communities. Some of the experiences have actually been really gratifying: a problem that several people were experiencing got resolved, or minds got changed (this happened a few times in debates regarding virtual volunteering back in the 1990s). Some experiences have not been positive: I’ve lost respect for organizations and individuals who I felt were wanting to shut down debates because they didn’t like the opinions being expressed.
In addition to this being a terrific learning experience regarding how to handle conflict on an online community, it’s also a great learning experience if you are new to Twitter or to tweetchats.
More about the #commbuild tweetchat events.
POSTSCRIPT: Archive of this tweetchat.