online criticism or online bile?
04:38, 9 February 2009
.. Posted in Communication, Outreach and General Mngmt.. Link
For more than two years now, I've been saying that nonprofit organizations need to embrace fact-based online criticism, however much it might hurt, rather than ignore it, delete it or deny it. The criticism may be about your organization's new logo or mission statement. Or about the lack of parking. Or about your organization's business practices. Or perceived lack of transparency. Online criticism of your organization, even by its own supporters, is inevitable, and how you respond to online criticism speaks volumes about your organization.
One of my favorite examples of what thoughtful online criticism can look like is what happened when a Chicago nonprofit asked for feedback online about its YouTube video - was the response criticism, or free consulting?! The comments may have bruised someone's ego, but the criticisms were all legit, and the comments offered solid, credible advice for improving the campaign.
That said, there's a big difference in thoughtful, fact-based online criticism -- even if it comes from a place of frustration and anger -- and vicious, personal online attacks that are meant only to hurt and humiliate. Helen A.S. Popkin asks in a recent blog, "Why do otherwise normal people use the Web to spew super-strength bile?" She expressions confusion at the seemingly-growing phenomenon, noting, "I have yet to read or hear a credible explanation as to why people with jobs, families and social ties utilize the Internet as an outlet for typing words so hateful, and with such enthusiasm. I can't muster that kind of enthusiasm for ... anything. Even free cupcakes."
(Disclaimer: I can, indeed, muster that kind of enthusiasm for free cupcakes)
She also notes, "If you’re fairly thick-skinned, like me, the damage might not be obvious. But the bile seeps into your brain and ever so slowly twists and perverts your own sense of self. Anyone who’s ever been suddenly napalmed in a chat room while happily typing about something as innocent as, say, fluffy kittens, knows what I mean."
Oh, yes, Ms. Popkin, I very much know what you mean. I love online debates, but personal attacks are just... so darned personal... Tina Fey knows this too.
