Digital-Civility-2021-Global-Report.pptx

CIVILITY, SAFETY
& INTERACTION
ONLINE
February 2021
5th
Edition

2
Digital Civility research 5th anniversary
58,000 + interviews conducted in over 30 countries
Headlines
Nearly two in
three respondents
experienced an
online risk
2016
Number of
countries 14
Online abuse
often comes from
people’s own
social circles
2017
23
People around the
world reported
increased civility
online
2018
22
Digital civility at
lowest level in
4 years
2019
25
Covid-19
pandemic in
progress during
survey
2020
32

3
Study Methodology
Countries added
Australia
Denmark
Philippines
Spain
Sweden
Taiwan
Thailand
N=16,051, April 22-May 15, 2020 32 geos, 7 added in 2020 (orange) Web survey, Adults 18-74, Teens 13-17

New questions
4
Overall rating of online
civility
Bullying and harassment
inside & outside workplace
Which organizations will make
the most contributions to online
civility in the 2020s
Impact of Covid-19 on
online civility

5
DCI was unaffected by addition of new countries
67%
44%
41%
37%
26%
67%
44%
40% 41%
24%
DCI Overall civility (bad %) Strangers as source of
risks
Bullied (yes %) Civility during Covid-19
(better %)
New countries in wave 5 had similar responses to wave 4 countries
Number of countries wave four = 25, wave five = 32
W4 countries in W5 New W5 countries

6
Storylines
1 Teens led online civility recovery in
2020
2 State of online civility was rated less
negatively
3 Risks that spread hate and division
continued to grow
4 Nearly four in ten involved in a
bullying incident
5 One in four said online civility was
better during Covid-19

Teens led online civility recovery in 2020

8
Digital Civility improved 3-points since 2019
2019 2020
70 DCI reaches highwater mark
67
Explosion of digital
activity due to Covid-19
Q2: Which of these has ever happened to you or to a friend/family member ONLINE?

9
Majority of DCI improvement driven by Teens
DCI YoY trend by Age
Base: total sample, n=16,051
Teens accounted
for nearly 80% of
the change
72%
71%
66%
63%
2019 2020
Adults Teens
Teens improved YoY across all risk categories
1.5%
-0.2%
-0.6%
-3.1%
-1.1%
-1.6%
-3.7%
-2.7%
Intrusive
Behavioral
Sexual
Reputational
Adults Teens

10
One in three rated overall online civility as good
Q.1: How would you rate the overall state of online civility in your country?
Over four in ten rate online civility as neutral
24%
43%
34%
Bad Neutral Good
Teens rate online civility higher than adults
26% 21%
43%
42%
31%
36%
Adults Teens
Good
Neutral
Bad

11
57% took at least one Digital Civility Challenge action
Q.12: Have you ever taken any of the following actions after you were treated in an unsafe or uncivil manner online?
Digital civility recovery helped by 7-point rise in DCC actions
Base: Experienced a risk, n=10,780
Any DCC action
51% 50%
57%
2018 2019 2020
I stood up for myself
31%
28%
34%
2018 2019 2020
Paused before replying
24%
21%
25%
2018 2019 2020
Respect for another
POV
16% 16%
21%
2018 2019 2020
Treat with dignity &
respect
15% 14%
20%
2018 2019 2020

12
DCC champions skew younger
• 57% took any DCC action(s)
• 1 action - 52%
• 2 actions - 26%
• 3 actions -15%
• 4 actions – 7%
• Compared to non-DCC respondents
• Higher levels of worry, pain and consequences
• More likely to act in response to risks. On
average, took twice as many actions (6 vs. 3)
• Higher confidence in managing risks
• DCC champs had a brighter outlook on 2020
civility, but less positive about current conditions
• Hoped for greater empathy and inclusion
61% of Millennials took one or more DCC action(s)
Base: Generation experienced a risk
57%
59%
61%
53%
47%
Teens Gen Z Millennials Gen X Boomers

13
Foundation of DCC is “Stood up for myself”
I stood up for myself is the 1st and 2nd most likely action taken
If I took this action u
What % took another
action q
DCC items
I stood up for
myself
I paused before
replying to
someone I
disagreed with
online
I showed
respect for
other people's
point of view
I treated the
other person
with dignity and
respect
I defended
someone who
was treated
unsafe or uncivil
online
I stood up for myself 100% 48% 52% 50% 54%
I paused before
replying to someone I
disagreed with online
35% 100% 48% 46% 43%
I showed respect for
other people's point of
view
32% 41% 100% 53% 39%
I treated the other
person with dignity
and respect
29% 37% 50% 100% 34%
I defended someone
who was treated
unsafe or uncivil online
40% 43% 46% 43% 100%
3rd
2nd
4th
Action chosen, rank
5th

14
Extreme pain dropped significantly
Worry that risk will reoccur lessened slightly
Q5.7: How much do you worry about this happening to you again
Q5.1: How much emotional, psychological or physical pain did you suffer because of…
16%
8% 9%
29%
23%
27%
27%
31%
33%
28% 29%
25%
10% 8% 6%
2018 2019 2020
Unbearable, severe pain declined 6-points
Base: experienced a risk, n=10,780
Unbearable pain
Severe pain
Moderate pain
Mild pain
No pain
52%
64% 62%
2018 2019 2020
Worry risk will happen again fell 2-points
(Extremely, very or somewhat worried %)

15
DCI scores: Top quartile (Q1)
Netherlands, USA, Singapore and Belgium showed significant YoY improvement in DCI
Top three risks
2019 2020 YoY p First Second Third
Netherlands 56 51% -5 Treated mean Unwanted contact Unwanted sexting
United Kingdom 52 55% +3 Unwanted contact Treated mean
Hoaxes, scams &
frauds
United States 60 56% -4 Treated mean Unwanted contact
Hoaxes, scams &
frauds
Singapore 63 59% -4 Unwanted contact
Hoaxes, scams &
frauds
Treated mean
Taiwan 61% NA Unwanted sexting Unwanted contact
Hoaxes, scams &
frauds
Germany 58 62% +4 Unwanted contact
Hoaxes, scams &
frauds
Treated mean
Australia 62% +7* Treated mean Unwanted contact
Hoaxes, scams &
frauds
Belgium 66 62% -4 Unwanted contact
Hoaxes, scams &
frauds
Unwanted sexting
*comparison with 2017 DCI score

16
Countries that came together during pandemic
Biggest improvements in DCI were primarily among countries ranked low on online civility
Top three risks
2019 2020 YoY p First Second Third
Colombia 80 70% -10 Unwanted contact
Hoaxes, scams &
frauds
Unwanted sexting
Chile 75 67% -8 Unwanted contact
Hoaxes, scams &
frauds
Unwanted sexting
Peru 81 74% -7 Unwanted contact
Hoaxes, scams &
frauds
Unwanted sexting
Vietnam 78 72% -6 Unwanted contact
Hoaxes, scams &
frauds
Trolling
Turkey 73 68% -5 Trolling Unwanted contact Unwanted sexting
Netherlands 56 51% -5 Treated mean Unwanted contact Unwanted sexting
Argentina 76 71% -5 Unwanted contact
Hoaxes, scams &
frauds
Unwanted sexting
Hungary 77 73% -4 Unwanted contact Treated mean Unwanted sexting

17
Several Latam countries helped boost WW DCI
Q1
Q2
Q3
Q4
Top quartile
Bottom quartile
DCI YoY p
Chile* 67 -8
Colombia* 70 -10
Argentina* 71 -5
Brazil 72 0
Peru* 74 -7
Mexico 76 +1
*All-time best DCI score

Online civility rated less negatively in 2020

19
Sharp drop in bad ratings except for bullying
However, like 2019, bad ratings outweighed good ratings by a large margin
People are contacted online
without their permission or
consent (%)
60
44
31
39
9
17
2019 2020
People are bullied, harassed
or abused online (%)
51 52
39 35
11 14
2019 2020
People experience unwanted
relationship requests or sexual
advances online (%)
51
43
37
41
12 15
2019 2020
The amount people's personal
or work reputation is attacked
and or damaged online (%)
51
36
37
45
12
19
2019 2020
Q.2019_1_1: How good or bad is the state of online civility in your country today regarding
More common Less common
Good Neutral Bad

20
Fewer say civility will be worse one year from now
Q.2019_1_2: A year from now, do you expect the state of online civility in your country to be
People are contacted online
without their permission or
consent
36
29
39
46
25 26
2019 2020
People are bullied, harassed
or abused online
39
30
38
46
24 24
2019 2020
People experience unwanted
relationship requests or sexual
advances online
39
32
36
41
25 26
2019 2020
The amount people's personal
or work reputation is attacked
and or damaged online
35
27
40
46
25 26
2019 2020
However, the proportion who said civility will get better a year from now was unchanged
Better Stay the same Worse
More common Less common

21
Outlook for the 2020’s was mixed
Q.12F: Next year will begin the new decade of the 2020s. Thinking ahead to the 2020s, do you expect…
Outlook for bullying and sexual harassment was a little less positive.
Technology and social
media companies' tools
and policies to
encourage respectful
and civil behavior while
punishing bad behavior
17 12
33
36
50 52
2019 2020
Your ability to
protect your
personal
information and
privacy online
21
11
29
40
50 49
2019 2020
Your ability to
protect and
defend your
reputation online
17
11
35
40
48 49
2019 2020
Overall online
civility
24
36
40
2019 2020
The number of
women who
experience sexual
harassment or
abuse online
32 33
33 37
34 30
2019 2020
The number of
teens who are
bullied, harassed
or abused online
36 35
31 35
33 30
2019 2020
The number of insensitive
& hateful comments
based on political views,
race, physical appearance,
sexual orientation or
ethnicity
36
35
29
2019 2020
Better
Stay the same
Worse

22
Hoping for more respect and safety in 2020s
Q12G: Which three words best describe what you hope will come to define online experiences and interactions during the next decade?
66
57
32
26
33
21
15 15
12 11 11
65
55
33
29 28
25
14 15 13 13
10
Respect Safety Civility Kindness Freedom Empathy Well-being Inclusivity Health Compassion Curiosity
Kindness and empathy rose as freedom declined (%)
Base: total sample, n=16051
2019
2020

23
Social media companies expected to make biggest
contribution to improving online civility in 2020s
Q.12H - By the end of the 2020's, which of the following do you expect will have made the most contributions to improving online civility
Technology companies ranked fifth
%
Social media companies 52
News media 42
Educational institutions 41
Government 40
Technology companies 35
Non-governmental organizations 19
Religious groups 12
Business organizations 9
Gen Z Millennials Gen X Boomers
Social media companies 53% 55% 50% 46%
News media 41% 46% 40% 38%
Educational institutions 45% 38% 35% 36%
Government 40% 41% 39% 40%
Technology companies 36% 33% 36% 39%
Non-governmental
organizations
18% 20% 24% 25%
Religious groups 13% 13% 11% 11%
Business organizations 8% 12% 10% 8%

Risks that spread hate and
division continued to grow
“One of the biggest challenges will be finding an
appropriate balance between protecting anonymity
and enforcing consequences for the abusive
behavior that has been allowed to characterize
online discussions for far too long.”
Author, Bailey Poland, March 2017

25
A few divisive risks at 5-year highs
Rank order of top 10 risks unchanged
Risk category 2016 2017 2018 2019 2020 5 yr. p
Unwanted contact Intrusive 43 44 40 40 40 -3%
Hoaxes, frauds, scams Intrusive 28 28 29 31 +3%
Unwanted Sexting* Sexual 24 26 25 26 26 +2%
Treated mean Behavioral 22 22 23 24 23 +1%
Trolling Behavioral 21 20 19 20 20 -1%
Hate speech Intrusive 16 18 17 18 20 +4%
Unwanted sexual attention Sexual 16 18 17 +1%
Online harassment Behavioral 17 15 15 18 17 0%
Discrimination Intrusive 10 12 13 15 15 +5%
Sexual solicitation Sexual 14 16 15 14 15 +1%
*includes unwanted sexting received & sent

26
Risks increasingly more anonymous and recent
Q.2A: Which types of people have, in the past treated you in an unsafe or uncivil manner online?
Q.6: When was the last time these events happened to you?
37 37 39 41
25 26 27
31
19 21
23
24
9
9
11
13
20
21
22
4
8
9
9
2017 2018 2019 2020
Sources of any risk
Family
Friends
Co-workers,
colleagues
Aquaintances
Know online only
Strangers
12% 11% 10%
12%
16%
26%
22%
20%
28% 29%
39%
37% 36%
47%
42%
When did the risk occur
Past week
Past month
Past year

27
Anonymous bullying behavior jumped
Q.2A: Which types of people have, in the past treated you in an unsafe or uncivil manner online?
Q.B1: Have you ever suffered, witnessed or been involved in a bullying incident?
25
19
12
47
37
33
Online harassment Treated Mean Cyberbullying
Risk was perpetrated by a stranger (%)
2019 2020

28
Frequency of personal and sexual attacks jumped
Q5.2A: How many times did you experience these risks?
Relationship between risk incidence and multiple attacks (i.e., 3 or more times)
Base: Experienced the risk, n=10,780
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0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
0% 10% 20% 30% 40% 50% 60% 70%
%
Happened
to
me
Happened to me 3 or more times
Happened to me 3 or more times, YoY p
Microaggression +15%
Misogyny +14%
Discrimination +12%
Unwanted sexting +9%
Sexual solicitation +9%
Cyberbullying +9%
Median = 15%
Median = 42%
Bold = YoY p >9%
High incidence
& frequency
Low incidence
& frequency

29
Consequences increased; social media takes a potential hit
Q.9: You previously mentioned that you or a friend/family member had been treated in an uncivil way online by another person(s).
Please tell us if any of the following has ever happened to you or to a friend/family member as a consequence of being treated uncivilly:
Consequences with the biggest changes past 5 years
Consequences 2016 2020 5-year p
Any consequences 67 76% 9
Was less likely to participate in social media 21 40% 19
Became less trusting of other people offline 30 37% 7
Lost sleep 23 33% 10
Personal reputation was damaged 10 24% 13
Lost money 11 23% 12
Negatively affected my school performance 13 19% 6
Intentionally spent less time at school 9 18% 10
Had thoughts of suicide 5 17% 12
Took out my frustration on another person 7 17% 10
Negatively affected my work performance 10 15% 6

30
Confidence in managing risks fell sharply
Q.10: How confident are you in your personal ability to manage online risks or uncivil behavior online?
Q.11: If you need help, do you know where to get help to manage online risks or uncivil behavior online?
Q.11A: How difficult was it to get help when you were treated in an unsafe or uncivil manner online?
48%
44%
45%
42%
50%
46%
2016 2017 2018 2019 2020
Confidence in handling risks
at all-time low
Extremely/very confident Teens Adults
37%
51%
49%
64%
26%
38%
2016 2017 2018 2019 2020
Knowing where to find help
peaks
Yes Teens Adults
27%
32%
36%
42%
19%
22%
2017 2018 2019 2020
Ease of getting help peaks
Easy to get Teens (easy) Adults (easy)

Nearly four in ten involved in
a bullying incident

32
38% involved in bullying incident
Q.B1: Have you ever suffered, witnessed or been involved in a bullying incident?, Q.B1A: Did these bullying incidents occur...?
Q.B2: Did the bullying or harassment you experienced happen...?, Q.B3: Thinking about your bullying and harassment experiences, which best describes your role(s)?
Yes, 38%
No, 62%
Involved in bullying incident
19% said they were the target of bullying
Witness or bystander
Target
Contributor
Bully
21%
19%
1%
1%
Bullied online & offline
Bullied offline only
Bullied online only
14%
11%
10%
Bullied outside workplace
Bullied in workplace
15%
6%

33
Bullies faced significant social pressure to act
Q.B3B: You mentioned you instigated and/or contributed to online bullying or harassment in the past. Did you feel peer or social pressure to do this?
Q.B3C: Do you have any regrets about being an instigator or contributor to online bullying or harassment?
Yes,
68%
No,
32%
Did you feel social or peer
pressure?
Yes,
79%
No,
21%
Do you regret instigating or
contributing to bullying?
Yes,
89%
No,
12%
Regret was higher among
those who felt social pressure
Base: Instigated or contributed to bullying, n=269 Base: Felt social pressure, n=161

34
Millennials & Gen Z hit hardest by bullying
Q.B1: Have you ever suffered, witnessed or been involved in a bullying incident?
Gen X had the highest target %, Gen Z highest witness %
Involved in bullying incident
Based to generation
42% 43%
30%
21%
Generation
Gen Z Millennials GenX Boomers
Role in bullying incident
Base to generation
53%
62%
59% 57%
62%
51%
55%
58%
Target Witness or bystander
Gen Z Millennials Gen X Boomers

35
Most common defense was to block bullies
Q.B4: Thinking about your online bullying and harassment experiences in the past, what did you do?
Responses to the bully
Base: target of bullying, n=2,142
66%
54%
44%
42%
30%
16%
Blocked the bully
Talked to a friend
Ignored the bully
Reported incident to a
trusted adult
Reported incident to
social media co.,
website, online service
I retaliated against the
bully
Females responded better than males
64
49
46
39
29
20
69
57
42
44
30
14
Blocked the bully
Talked to a friend
Ignored the bully
trusted adult
social media co.,
Retaliated against the
bully
Male Female
64
57
41
58
25
16
67
51
51
27
36
16
72
48
45
16
38
18
70
47
42
9
34
16
Blocked the bully
Talked to a friend
Ignored the bully
trusted adult
social media co.,
Retaliated against the
bully
13-17 18-34 35-49 50+
Teens most likely to seek support
from friends & adults

36
Skepticism about punishment discouraged reporting
Q.B4A: Which reason(s) best describe why you ignored or did not report what happened to you?
54% did not report bullying due to fear
attacker wouldn’t be punished
Base: did not report incident, n=889
54%
34%
19%
23%
Total
Other
Peer, social
pressure
Feared
retributation
Person
wouldn't be
punished
41% of teens were deterred from
reporting bullying for fear of retribution
Base: did not report incident, n=889
55% 53%
29% 41%
16%
23%
28%
17%
Adults Teens
Other
Peer, social pressure
Feared retributation
Person wouldn't be
punished

37
One in eight adults were bullied at work
Q.WB1: Have you ever been bullied or harassed at work?
Q.WB1A: Where have you been bullied or harassed at work?
Q.WB2: Did the bullying or harassment you experienced at work happen...?
Q.WB3: Who bullied or harassed you online at work?
Yes, 12%
No, 88%
Bullied at workplace
Base: adults, n=1,043
Base: Adults who were bullied at work, n=949
Past employer
Current employer
77%
28%
Bullied online & offline
Bullied offline only
Bullied online only
38%
53%
10%
Co-worker
My manager
Customer
Executive
Other manager
55%
36%
20%
20%
18%

38
60% of adults did not report workplace bullying
Q.WB4: Did you report the bullying or harassment?
Q.WB4A: Which reason(s) best describe why you did not report what happened to you?
Similar to non-workplace bullying, skepticism about punishment discouraged reporting at work
Yes, 40%
No, 60%
Reported workplace bullying
Base: Adults who were bullied at work, n=949
57% 54% 53% 58% 58% 56%
39%
34% 40% 40% 39%
28%
22%
19%
22% 22%
11% 46%
23%
23%
19%
25%
19%
27%
Reasons for not reporting bullying
Other
Peer, social pressure
Feared retributation
Person wouldn't be
punished

39
Most common consequences were loss of self-worth
and depression
Q.WB5: Have any of the following happened to you as a consequence of being bullied or harassed online at work?
Gen X hurt most by workplace bullying
Base: Experienced a risk, n=10,780 Total 18-24 Millennials Gen X Boomers
Felt humiliated 58% 59 57 61 49
Felt demoralized 52% 50 49 61 48
Loss of self-confidence 51% 61 50 45 46
Felt isolated and depressed 48% 53 46 53 34
Less productive at work 47% 42 45 58 42
Anxiety or panic attacks 41% 40 41 50 26
Co-workers made jokes at my expense 32% 37 35 25 16
Co-workers ignored me or failed to speak to me 31% 30 31 30 30
Co-workers showed less interest in my opinions 29% 28 32 27 21
Co-workers were more likely to interrupt or talk over me 25% 28 24 31 16

40
Workplace bullying more painful than outside workplace
Q.B5: How much emotional, psychological or physical PAIN did you suffer because of the online bullying or harassment?
Q.WB6: How much emotional, psychological or physical PAIN did you suffer because of the bullying or harassment online at work?
Unbearable, severe pain from online bullying was 18-points higher inside the workplace
12%
23%
33%
37%
46%
30%
9% 7%
Target of workplace bullying online,
n=408
Target of non-workplace bullying
online, n=2,142
Unbearable pain
Severe pain
Moderate pain
Mild pain
No pain
18-pts.

41
Witnesses to bullying appear to suffer collateral damage
Targets had the most negative online experiences (%)
67
63 62
76
73
84
72 73
86
75
91
78
75
93
73
DCI Frequency Worried will happen
again
Consequences Pain
Average Witness, bystander Target

One in four said civility online was
better during Covid-19

43
Status of pandemic during fielding among the 32
survey countries
Status of pandemic during fielding
Among the 32 surveyed countries
Numbers based on data through May 15, 2020
3,547,133
Total number of cases reported
273,870
Total number of deaths reported
92
Average days since first reported case .446 MM total deaths
-
2,000,000
4,000,000
6,000,000
8,000,000
10,000,000
1-Apr 15-Apr 29-Apr 13-May 27-May 10-Jun 24-Jun
Covid-19 total cases & deaths April-June 2020
Total cases
Total deaths
Survey dates
7.961 MM total cases

44
One in four said civility online was better
Q.CV1: How has the Corona virus (COVID-19) outbreak affected the degree of civility you experience in online interactions?
Q.CV1A: How has civility online been better during the Coronavirus crises?
Better online civility was attributed to people helping one another and a greater sense of community
26% said online civility was
better during the pandemic
26%
22%
52%
Better Worse Unchanged
Better
I see more people helping other people
A greater sense of community
A greater feeling we're all in this together
People have come together more to deal with the crisis
More people are reconnecting with friends and family
People have been more encouraging to each other
Fewer personal attacks or negative comments
Fewer incidents with terrorists and violent extremist
broadcasting their actions online
67
62
60
59
58
57
33
26

45
One in five reported civility was worse
Q.CV1: How has the Corona virus (COVID-19) outbreak affected the degree of civility you experience in online interactions?
Q.CV1B: How has civility online been worse during the Coronavirus crises?
Greater spread of false and misleading information was most often cited as how online civility had worsened
22% said online civility was
worse during the pandemic
Base: total sample , n=16,051
26%
22%
52%
Better Worse Unchanged
Worse
Increased spread of false or misleading information
People are taking out their frustrations online
People are less tolerant
More personal attacks or negative comments
I see more people acting selfishly
I see more people feeling scared or lonely
I see more people taking advantage of others
More incidents with terrorists and violent extremist
broadcasting their actions online
67
60
54
53
52
50
41
12

46
Positive perceptions of online civility during Covid-19
associated with most improved DCI scores
Q.CV1: How has the Corona virus (COVID-19) outbreak affected the degree of civility you experience in online interactions? During the outbreak, has civility online been...?
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[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
Civility
worse
during
Covid-19
Civility better during Covid-19
Bold = most improved DCI
Civility net worse
Civility net better

47
Stricter government policies were associated with more
positive perceptions of online civility during Covid-19
*Oxford COVID-19 Government Response Tracker. Scores (0-100) where a score of 100 represents the highest level of public health restrictions
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
[CELLRANGE]
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
Civility
worse
during
Covid-19
Civility better during Covid-19
Civility net worse
Civility net better
Bold = top 10 reported deaths per MM as of May 15, 2020
Looser restrictions
(OxCGRT)* avg. score = 68
Tighter restrictions
(OxCGRT)* avg. score = 84

48
Millennials saw more negative change in civility
Over one in four Millennials said online civility had gotten worse
Base: total, n=16,051
22% 23% 21% 22% 27%
20%
14%
52% 53% 51% 51%
47% 57%
64%
26% 24% 28% 27% 26% 23% 23%
Total Adults Teens Gen Z Millennials Gen X Boomers
Better
Unchanged
Worse

50
Digital civility challenge awareness
Q.12D: How familiar are you with the Microsoft Digital Civility Challenge?
76% 73%
67% 71%
14% 16%
18%
17%
8% 9% 11% 10%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2017 2018 2019 2020
Chart Title
Know it well
Know a little about it
Know the name only
Have not heard of it

51
Key digital civility metrics (countries 1-16)
*Pain – moderate to unbearable pain
*Worry – Extremely, very, somewhat worried the risk will happen again
*Past week/month – when the most recent risk happened
Total AR AU BE BR CA CL CO DK FR DE HU IN ID IE IT MY
DCI 67% 71% 62% 62% 72% 62% 67% 70% 68% 63% 62% 73% 68% 76% 71% 64% 63%
Intrusive 57% 62% 50% 53% 65% 49% 59% 58% 62% 57% 51% 66% 57% 66% 63% 59% 45%
Behavioral 43% 45% 41% 33% 48% 39% 41% 37% 34% 28% 31% 50% 43% 54% 49% 32% 48%
Sexual 34% 32% 17% 24% 22% 14% 30% 34% 23% 21% 30% 29% 25% 36% 24% 21% 27%
Reputational 18% 18% 15% 17% 18% 13% 19% 16% 13% 10% 16% 19% 27% 23% 18% 15% 20%
Pain (4-10)* 64% 67% 67% 59% 69% 58% 61% 65% 49% 59% 46% 56% 86% 61% 64% 62% 72%
Worry* 62% 57% 54% 57% 86% 53% 55% 55% 46% 49% 49% 52% 84% 80% 57% 55% 73%
Frequency 3x or more 63% 64% 66% 62% 60% 56% 67% 59% 66% 63% 64% 69% 57% 65% 71% 53% 56%
Consequences 76% 78% 70% 76% 81% 73% 74% 75% 66% 75% 70% 81% 81% 81% 74% 76% 75%
Actions taken 93% 97% 89% 89% 94% 87% 95% 95% 83% 88% 87% 93% 97% 96% 93% 90% 94%
Past week/month 35% 34% 30% 30% 40% 29% 30% 34% 34% 30% 33% 39% 43% 45% 35% 26% 31%

52
Key digital civility metrics (countries 17-32)
*Pain – moderate to unbearable pain
*Worry – Extremely, very, somewhat worried the risk will happen again
*Past week/month – when the most recent risk happened
Total MX NL PE PH PL RU SG SA ES SE TW TH TU UK US VN
DCI 67% 76% 51% 74% 66% 70% 80% 59% 81% 67% 74% 61% 69% 68% 55% 56% 72%
Intrusive 57% 63% 34% 64% 59% 60% 71% 52% 72% 59% 61% 48% 63% 56% 46% 47% 64%
Behavioral 43% 45% 34% 42% 44% 50% 61% 35% 57% 33% 51% 37% 44% 55% 38% 43% 51%
Sexual 34% 39% 19% 40% 16% 26% 14% 15% 34% 29% 24% 43% 30% 34% 14% 16% 26%
Reputational 18% 20% 11% 22% 19% 24% 20% 13% 27% 15% 21% 20% 19% 21% 9% 14% 30%
Pain (4-10)* 64% 66% 57% 65% 71% 69% 61% 63% 73% 59% 67% 66% 72% 69% 60% 59% 66%
Worry* 62% 68% 52% 59% 69% 63% 71% 58% 74% 57% 50% 63% 66% 66% 50% 58% 72%
Frequency 3x or more 63% 54% 51% 61% 57% 63% 73% 60% 75% 59% 72% 75% 64% 70% 58% 71% 62%
Consequences 76% 79% 63% 78% 80% 74% 79% 72% 86% 69% 73% 68% 82% 87% 69% 78% 81%
Actions taken 93% 96% 87% 96% 98% 91% 91% 90% 96% 92% 88% 95% 97% 97% 88% 90% 99%
Past week/month 35% 37% 21% 35% 36% 38% 46% 30% 50% 31% 36% 33% 44% 34% 26% 30% 48%

53
Key digital civility metrics by demographics
Age Gender Adults Teens Generation
Total Adults Teens Male Female Male Female Male Female Gen Z Millennials Gen X Boomers
DCI 67% 71% 63% 67% 67% 72% 71% 63% 63% 66% 75% 67% 61%
Intrusive 57% 63% 52% 57% 57% 63% 63% 52% 52% 55% 66% 60% 54%
Behavioral 43% 42% 44% 43% 43% 42% 42% 44% 43% 46% 49% 36% 24%
Sexual 34% 40% 29% 32% 36% 38% 42% 27% 30% 32% 44% 37% 30%
Reputational 18% 20% 17% 18% 18% 20% 19% 17% 17% 18% 24% 17% 11%
Pain (4-10)* 64% 61% 67% 61% 67% 58% 65% 65% 69% 67% 68% 58% 44%
Worry* 62% 59% 65% 59% 65% 56% 62% 61% 69% 65% 65% 56% 44%
Frequency 3x or more 63% 67% 59% 63% 64% 68% 67% 58% 61% 61% 68% 67% 64%
Consequences 76% 77% 76% 74% 78% 75% 79% 74% 77% 77% 80% 75% 65%
Actions taken 93% 90% 96% 92% 93% 89% 91% 96% 96% 96% 93% 88% 82%
Past week/month 35% 35% 35% 37% 33% 38% 32% 36% 33% 36% 38% 31% 29%

54
DCI regional summary
Country DCI Rank
United States
Canada
56
62
3
9
Country DCI Rank
Chile
Colombia
Argentina
Brazil
Peru
Mexico
67
70
71
72
74
76
14
21
23
25
28
30
Country DCI Rank
Netherlands
United Kingdom
Germany
Belgium
France
Italy
Spain
Denmark
Ireland
Sweden
51
55
62
62
63
64
67
68
71
74
1
2
6
8
11
12
15
16
22
27
Country DCI Rank
Singapore
Taiwan
Australia
Malaysia
Philippines
India
Thailand
Vietnam
Indonesia
59
61
62
63
66
68
69
72
76
4
5
7
10
13
18
19
24
29
Country DCI Rank
Turkey
Poland
Hungary
Russia
South Africa
68
70
73
80
81
17
20
26
31
32
Q1 Q2 Q3 Q4
Top quartile Bottom quartile

55
Country ranked by 2020 DCI
51
55
56
59
61 62 62 62 62 63 63 64 66 67 67 68 68 68 69 70 70 71 71 72 72 73 74 74 76 76
80 81
NL UK US SG TW DE AU BE CA MY FR IT PH CL ES DK TR IN TH PL CO IE AR VT BR HU SE PE ID MX RU ZA

56
Four Latam countries reached 5-year best DCI
DCI scores 2016-2020, high, low, 2020
NL
UK
US
SG
TW
DE
AU
BE
CA
MY
FR
IT PH
CL
ES DK
TR
IN TH
PL
CO
IE
AR
VT
BR
HU
SE
PE
ID
MX
RU
ZA
40%
45%
50%
55%
60%
65%
70%
75%
80%
85%
High DCI score
Low DCI score
2020 score
2020 worst 5-year DCI
2020 best 5-year DCI

57
Consequences, 5-year trends
Q.9: You previously mentioned that you or a friend/family member had been treated in an uncivil way online by another person(s).
Please tell us if any of the following has ever happened to you or to a friend/family member as a consequence of being treated uncivilly:
% 2016 2017 2018 2019 2020
Became less trusting of other
people online
40 40 44 46 45
Was less likely to participate in
social media, blogs and forums
21 23 27 39 40
Became less trusting of other
people offline
30 28 32 32 37
Lost sleep 23 25 28 30 33
Lower self-esteem 29
Felt more lonely and alone 27
Tried to be more constructive in
my criticism of other people
27 25 25 21 24
Personal reputation was damaged 10 11 16 26 24
Lost money 11 14 15 24 23
My life became more stressful 23 24 29 22 23
Became depressed 15 16 20 20 22
% 2016 2017 2018 2019 2020
Lost a friend 18 19 20 18 20
Negatively affected my school
performance
13 14 17 18 19
Witnesses to the incident tried to
defend and help
0 0 14 17 19
Intentionally spent less time at
school
9 11 12 19 18
Had thoughts of suicide 5 7 9 18 17
Spent time and energy avoiding
the offender
17 17 22 15 17
Took out my frustration on another
person
7 16 18 15 17
Negatively affected my work
performance
10 10 13 14 15
Took out my frustration on a co-
worker or customer
7 7 9 12 12
Was encouraged to harm myself or
others
0 0 0 7 7

58
Actions taken, 5-year trends
Digital civility challenge items in Bold
% 2016 2017 2018 2019 2020
Unfriended or blocked the
person responsible
50 48 55
Asked my parents for help 4 10 42 48 49
Reduced the amount of
personal information I share
online
42 40 37 35 39
I used tighter privacy settings
on social media
44 39 36 34 38
I stood up for myself 30 31 28 34
Asked for help from an adult 2 9 28 30 31
Reduced the amount of time I
spent on social media
22 24 24 25 26
I defended someone who was
treated unsafe or uncivil online
22 18 19 25
I paused before replying to
someone I disagreed with
online
29 24 21 25
I asked help from a friend 24
% 2016 2017 2018 2019 2020
I reported the incident to the
website, online service or social
media company
24
I showed respect for other
people's point of view
19 16 16 21
I treated the other person
with dignity and respect
19 15 14 20
Stopped using or canceled
some of my social media
accounts
22 22 20 20 20
I tried to remove or correct
untrue information that
someone posted about me
19 17 19
I confronted the person or
persons online
17 15 18
Contacted a teacher or school
administrator
12 6 7 8 11
I retaliated by being uncivil to
the person who was uncivil to
me
16 9 8 7 10
I reported the incident to the
website, online service or social
media company
24

59
Online risk definitions
Unwanted Contact: Being
personally contacted (by phone or
in person) by someone who
obtained your information online
but without inviting them to
contact you.
Hoaxes, Scams & Frauds The
spreading of false rumors (e.g.,
chain letters), criminal attempts to
obtain personal information often
for monetary gain (e.g., phishing
scams), malicious emails disguised
as someone you know (e.g. virus).
Hate Speech: speech that attacks
a person or group based on
gender, ethnic origin, religion, race,
disability, or sexual orientation.
Discrimination : A person who is
discriminated against or excluded
based on gender, ethnic origin,
religion, race, disability, or sexual
orientation
Treated Mean: Words or
messages sent to another person
online that are unkind, unfair or
malicious.
Trolling: A deliberate act to make
someone mad or angry using
online or social media comments
in a clever, but deceitful manner.
Misogyny : An expression or
demonstration of dislike, contempt
for, or ingrained prejudice against
women
Terrorism recruiting: An attempt
by a terrorist or terrorist
organization to recruit a person for
the purposes of causing harm.
Online harassment: Threats or
other offensive behavior (not
sexual solicitation) sent online or
posted online for others to see.
Microaggression: Casual insults
made towards any marginalized
group in society (e.g., religious or
ethnic minorities, women, LGBT,
people with disabilities, etc…).
Cyberbullying: When the Internet,
phones or other devices are used
to send or post text, images, or
video intended to hurt, embarrass
or intimidate another person.
Swatting: The act of deceiving
emergency services (e.g., police,
fire, medical) into sending an
emergency response based on the
false report of an ongoing critical
incident or crime.
Unwanted Sexting Received:
Received unwanted sexually
explicit messages and imagery.
Sexual solicitation: A person who
requests to engage in sexual
activities or sexual talk or to give
personal sexual information that is
unwanted.
Unwanted Sexting Sent: I sent
unwanted sexually explicit
messages and imagery.
Sextortion: When someone threatens to
distribute your private and sensitive
material if you don’t provide them images
of a sexual nature, sexual favors, or money.
The perpetrator may also threaten to harm
your friends or relatives by using
information they have obtained from your
electronic devices unless you comply with
their demands.
Unwanted sexual attention:
unwelcomed sexually oriented
teasing, joking or flirting online or
via electronic means
Revenge pornography: A sexually
explicit portrayal of one or more
people distributed without their
consent.
Doxing: The process of collecting
and distributing or posting
information about a person (e.g.,
name, age, email, address, phone
number, photographs, etc.)
without their permission.
Damage to Personal reputation:
Damage or destruction to the
image created of you through
PERSONAL information you or
others shared online in blogs,
postings, pictures, tweets, videos,
etc.
Damage to Professional/Work
reputation: Damage or
destruction to the image created
of you through work information
you or others shared online in
blogs, postings, pictures, tweets,
videos, etc.

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