I'm a big fan of Daniel Goleman, and he has an interesting piece in the New York Times: "...[there is] a larger pattern plaguing the world of virtual communications, a problem recognized since the earliest days of the Internet: flaming, or sending a message that is taken as offensive, embarrassing or downright rude... thoughts expressed while sitting alone at the keyboard would be put more diplomatically — or go unmentioned — face to face.
Flaming has a technical name, the “online disinhibition effect,” which psychologists apply to the many ways people behave with less restraint in cyberspace.
In a 2004 article in the journal CyberPsychology & Behavior, John Suler, a psychologist at Rider University in Lawrenceville, N.J., suggested that several
psychological factors lead to online disinhibition: the anonymity of a Web pseudonym; invisibility to others; the time lag between sending an e-mail message and getting feedback; the exaggerated sense of self from being alone; and the lack of any online authority figure. Dr. Suler notes that disinhibition can be either benign — when a shy person feels free to open up online — or toxic, as in flaming..."
Colin Rule is CEO of Mediate.com. From 2017 to 2020 Colin was Vice President for Online Dispute Resolution at Tyler Technologies. Tyler acquired Modria.com, an ODR provider Colin co-founded, in 2017. From 2003 to 2011 Colin was Director of Online Dispute Resolution for eBay and PayPal. Colin co-founded Online Resolution, one of the first online dispute resolution (ODR) providers, in 1999 and served as its CEO and President. Colin worked for several years with the National Institute for Dispute Resolution (now ACR) in Washington, D.C. and the Consensus Building Institute in Cambridge, MA.
Colin is the author of Online Dispute Resolution for Business, published by Jossey-Bass in September 2002, and co-author of The New Handshake: Online Dispute Resolution and the Future of Consumer Protection, published by the ABA in 2017. He received the first Frank Sander Award for Innovation in ADR from the American Bar Association in 2020, and the Mary Parker Follett Award from the Association for Conflict Resolution in 2013. He holds a Master’s degree from Harvard University’s Kennedy School of Government in conflict resolution and technology, a graduate certificate in dispute resolution from UMass-Boston, a B.A. from Haverford College, and he served as a Peace Corps volunteer in Eritrea from 1995-1997. You can read many of his articles and see some of his talks at colinrule.com/writing.