==================
 Miscommunication
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.. contents::
   :local:


Preparation
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If you're planning to do slides, you'll need to set them up for
*Present* sections and anything else you want to cover.


Summary
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.. Present::

   When using social media tools, the tendency is for communication to
   take place through email, instant messaging, and other electronic
   means and away from face-to-face.

   This can be really freeing, but this can also cause a lot of
   problems.

   We're going to do a couple of activities to help us identify issues
   and work through them.


Activity: Things to keep in mind
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.. Present::

   We all use email already and we're probably on mailing lists and
   other electronic communication mediums.  Let's take a minute and
   remember problems we had over the last year because of people
   communicating through email when they should have communicated
   face-to-face.

Give everyone a solid minute to think about it.

.. Present::

   Let's go around and discuss them.  Tell your story and how it could
   have been alleviated.  If you can, leave out names--let's call
   everyone Ted and Alice.  If your story shouldn't be told or you
   don't have a story, feel free to pass.

Go around and let people tell stories.  If no one has a story they
want to tell--that's fine.  The purpose of this is less to talk and
more to start thinking about miscommunication.


Activity: Interpreting tweets
=============================

.. Present::

   Some electronic communication has restrictions that make it
   difficult to communicate effectively.

   Go to http://identi.ca/ .  On the front page, they show dents going
   by.

   Take a few minutes to watch the dents go by.  Pick a dent that is
   easy to understand and one where you read it and don't understand
   what they're trying to say.

Give everyone a few minutes to read dents.  Then have everyone copy
and paste their favorite undecipherable one down in a PiratePad.

Talk about them or laugh at them.


Activity: Dealing with communication issues
===========================================

.. Present::

   Miscommunication happens all the time.  Let's talk about ways we
   can identify a problem as it's happening or before it's happening
   and ways we can alleviate it.

Discuss for a few minutes.  When it peters out, say the following things:

* the frequency of communications rises quickly

  Most spats can be identified when the frequency of posts suddenly
  spiked.  It's usually the case that most of the posts come from a
  small group of people.

  Best way is to stop the argument, get the group together
  face-to-face to hash it out.

  When things get worked out, make sure someone summarizes the
  resolution in the same space that the spat occurred.  If the spat
  was on a mailing list, the resolution should be on the mailing list.
  If the spat was on Twitter, the resolution should be on Twitter.

* the conversation breaks down into disrespectful language

  Intervene and get the people to meet face-to-face to work it out.
  It's ok to continue to disagree, but it's not ok to disagree in a
  way that lacks respect.

  Make sure the resolution--even if it's agree to disagree--makes it
  to the same medium the spat happened in.

* make sure you meet face-to-face regularly

  Electronic collaboration is no substitute for face-to-face meetings.
  Make sure that you're meeting once a month.  This brings everyone
  back to reality with each other and helps trust issues and
  strengthens bonds.  This does a lot to alleviate problems with
  miscommunication.

* create a covenant for communicating online

  Make sure you address the following things in that covenant:

  1. think about what you say, write it down, and read it before you
     send it.

  2. if something someone sends angers you, don't reply.  it's better
     to give it a day or call them up.

  3. work out disagreements face-to-face or at least on the phone.
     then publish the resolution where the disagreement happened.

  3. email is no place for sarcasm or snark--it's too hard to
     determine the intention.


Closing
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.. Present::

   Meet face-to-face regularly and make sure you address spats quickly
   and firmly.