The Undiscovered Country: Social Media, Conflict and Conflict Management

We live in a world were almost all of our conflicts are mediated (using media) in some way -- they start with a media message, they grow with media exchanges with others, and they may be managed by support from ADR professionals using AI/ODR platforms or communication technology in some way. Especially for youth, but for most of us,  conflict is now an offline/online reality that affects what triggers us, how we understand the conflict, and how we try to manage it. This session draws from the forthcoming book, Media and Social Conflict (Jones, T.S., Rowman-Littlefield, 2027) to share insights from current research and practice.

The session is divided into three sections:

(1) How social media affects us in communication and empathy and relationships,

(2) How social media escalates and de-escalates our interpersonal, group and community conflicts with an emphasis on social shaming, and

(3) Innovations in the use of social media and AI for ADR processes and professionals.

This section includes some basic practice tips for mediators, facilitators and conflict coaches about how they can ask questions about the role of social media in a person's conflict and how they can help someone consider social media interventions as a means of constructive conflict management. 

The session is designed to accomplish the following learning goals:

(1) increase awareness about how social media is impacting conflict competence, emotional competence and wellness;

(2) understand how social media adds to offline/online conflict dynamics and what that can mean for escalation and de-escalation of the conflict,

(3) reflect on how AI/ODR and communication technology are currently being used in ADR processes, and

(4) develop some questioning tools and applications for their own work as ADR practitioners. The session will use multi-methods and small case practice examples.

About Tricia S. Jones, Ph.D.

Tricia S. Jones is a distinguished Professor in the Department of Communication and Social Influence at Temple University's Klein College of Media and Communication, where she also directs the Center for Conflict Management and Media Impact. She is the CEO of Conflict Coaching Matters LLC and has held notable positions including Vice-President of the Association for Conflict Management and President of the International Association of Conflict Management. With 35 years of expertise in conflict management, her work encompasses conflict resolution intervention, education, alternative dispute resolution, intercultural conflict, and organizational dispute system design.

Tricia has secured over $6 million in funding from various sources, including a recent $1.7 million grant from the Department of Justice (2022-2025) aimed at conflict education for youth. She has authored 8 books and over 80 articles and book chapters, with significant works including "Conflict Coaching: Conflict Management Strategies and Skills for the Individual" and "Intercultural Communication: A Peace-Building Perspective". She is currently working on additional books on media and social conflict and emotion theory in conflict processes.

Her consulting experience spans government agencies, higher education, and healthcare, including training for entities like the Department of Defense and the United Nations. Jones has worked extensively with New York State's Community Dispute Resolution Centers and has contributed to similar initiatives in Massachusetts, Maryland, and Pennsylvania. Her recent project, funded by $2.8 million from various sources, focuses on integrating conflict resolution education into teacher training.

Tricia has also participated in international peace education efforts, including a role in the United Nations conference and community peace initiatives in post-apartheid South Africa.