This document discusses how social media is changing the business of conflict resolution. It notes that social media allows for broadcast conversations and new expectations around participation and transparency. Mediators can use social media to build social capital through engagement and adding value. New services are emerging that use conflict resolution expertise combined with mobile and online tools. The document provides strategies for mediators to get started with social media, including signing up, engaging, publishing, measuring and learning through experience.

1. Getting Social: How Social Media
is Changing the Business of
Conflict Resolution
CORE
May 11, 2011
Ben Ziegler (Collaborative Journeys Mediation Services)

2. Agenda
1. Intro to social media
2. Why it matters
3. New expectations
4. Building “social capital”
5. Products and services
6. Strategies
7. Getting started

3. About me
• Freelance mediator & business consultant since 2001
• Mediator & mentor in BC Court Mediation Program
• Online Dispute Resolution (eBay, BC government)
• Volunteer Advisor on Canadian Executive Service
Organization (NGO) projects
• Past employee Accenture, Sierra Systems

4. About you?

6. Media (R)Evolution

7. What is social media?
Internet & mobile tools for sharing &
discussing information *
(* bwest.ca)

9. Why should you care about
social media?

10. Change happens through conversations

11. Be there

12. New Town Squares
Facebook: “the mall” – 600 million users
(18 million in Canada)
Twitter: “the street” – 125 million (half in
U.S.)
LinkedIn: site for professionals – 100+
million users
YouTube: 500 million people visit the site
every month

13. Social media
= new expectations

14. Photo: chimothy27 on flickr

15. Seniors are fasting growing segment
of internet users in Canada
Photo credit: Mhofstrand on Flickr

17. Broadcast  Conversation

18. Consumer  Prosumer
Photo : Showbizsuperstar on Flickr

19. Scarcity  abundance

20. Where shall we meet?
Photo: kessblog on Flickr

21. Law of accelerating returns
technology in mass use
1
10
years before new
12
24
60
1850 1900 1950 2000 2050
New technologies erupt at increasingly rapid pace

22. Power Law (aka Long Tail)
Head
Popularity
Long Tail
Products

23. Source: Business Insider March 31, 2011

25. Building “Social Capital”
The Trust Factor

26. The magic relationship ratio

27. Twitter rule
10 : 1

28. Good things to do
Pay it forward (Golden Rule)
Add value
Participate in conversations
Build community
Be yourself

30. @TammyLenski

31. @CINERGYCoaching

32. @jasondyk

33. @txconflictcoach

34. @CatherineMorris

35. @mediatorJeff

37. “We are entering a new world. Digital
technology and social media are changing
how we view privacy, public records, and
the permanence of what used to be
ephemeral. We believe this is the future
and that news media and the court system
need to work together to find a way to
ensure the public has access to public
proceedings.”
opencourt.us blog, May 6, 2011

39. Social media +
conflict resolution expertise
= new services

40. Mobile Power

41. $4.99

42. $4.99

45. Education
and
Training

51. Online Dispute Resolution
3rd Party
neutral 4th Party (tools)

57. Going to the
people
Photo : andrewcparnell on Flickr

60. Social Media Strategies

61. Outposts

62. 1.Listen/monitor
2.Engage
3.Publish

64. Measure/Tweak

65. Learn as you go
Sunlight of
thought
Sea of activity

67. Getting started

68. 5 things you can do
Sign up on Twitter
Join LinkedIn
Subscribe to interesting people/content
Share/learn with others; online & in-person
Start a blog

69. Have fun, too!
Photo : nattu on Flickr

70. Thank You
Ben Ziegler
250.516.3936
twitter: @benziegler
email: ben@collaborativejourneys.com