Civility, Safety & Interaction Online

1.

Civility, Safety &
Interaction Online
6th Edition, June 2021
Microsoft confidential

2.

Study methodology
Web survey, Adults 18-74, Teens 13-17
2
22 countries, N=11,067
Timing: April 23-May 8, 2021
Microsoft confidential

3.

New survey topics in Wave 6
Attitudes and perceptions about civility
Source of incivility by age for teens and
Gen Z
Frequency of using social media, online
gaming and messaging apps
The impact of online meetings and classes
on civility
3

4.

Digital Civility 2021 Headlines
DCI nears all-time best led by teenage boys
Perceptions about civility during Covid were less positive
Education is critical to making the Internet a safer place
The burden of risk exposure was especially hard on females
Online meetings & classes were catalysts for greater civility
4
4

5.

DCI nears all-time best led
by teenage boys
5
Microsoft confidential

6.

Digital Civility improved 5-points since 2019
70
DCI reaches highwater mark
67
65
2019
6
Q2: Which of these has ever happened to you or to a friend/family member ONLINE?
2020
Digital Civility nears
all-time best score
2021
Microsoft confidential

7.

Teen boys led the way towards improved DCI
DCI trend by gender
DCI trend by adult males vs. teen boys
Base: total, n=11,067
Base: total, n=5,553
72%
72%
69%
68%
67%
66%
68%
67%
63%
66%
63%
58%
2019
2020
Male
7
2021
Female
Q2: Which of these has ever happened to you or to a friend/family member ONLINE?
2019
2020
Adult Male
2021
Teen boys
Microsoft confidential

8.

Teen boys experienced significantly fewer risks
The biggest drivers of improvement for teen boys was in Behavioral (-6, YoY) & Sexual (-5, YoY) risk categories
Adult men: risks ranked by largest YoY changes
Teen boys: risks ranked by largest YoY changes
Base: adult men
Base: teen boys
40%
28%
23%
18%
21%
21%
21%
10%
Trolling
Unwanted
sexting
Hate speech
2020
8
25%
18%
16%
8%
Unwanted
sexual
attention
2021
Q2: Which of these has ever happened to you or to a friend/family member ONLINE?
10%
19%
11%
8%
Sexual
solicitation
38%
Unwanted
sexting
Hate speech
14%
9%
12%
Damage to Hoaxes, scams
Online
personal rep
& frauds
harassment
2020
2021
Microsoft confidential

9.

A Latam country was present in the DCI top ten list for the first time
Netherlands
Top 10 DCI
36% of geos significantly improved DCI
Base: total, n=11,067
YoY change in DCI*, Base: total, n=11,067
52%
Germany
55%
United Kingdom
55%
7
Germany
7
Russia
6
Canada
57%
Singapore
57%
Ireland
5
United States
58%
Canada
5
France
60%
Chile
5
Australia
61%
Chile
62%
Italy
9
Mexico
Q2: Which of these has ever happened to you or to a friend/family member ONLINE?
64%
Poland
4
Sweden
4
Microsoft confidential

10.

Confidence with managing risks bounced off all-time lows
Confidence with managing
risks was up 3-pts. YoY
Knowing where to find help
held steady at 50%
Getting help was less easy
down 3-pts. YoY
63%
56%
36%
51%
47%
41%
32%
50%
29%
27%
45%
46%
19%
44%
19%
37%
33%
2017
10
2018
2019
2020
2021
Extremely/very confident
Teens
Adults
2017
2018
2019
Yes
Teens
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?
2020
Adults
2021
2017
2018
Easy to get
2019
Teens (easy)
2020
2021
Adults (easy)
Microsoft confidential

11.

Perceptions about online civility
during Covid were less positive
in 2021
11
Microsoft confidential

12.

While personal exposure to risks declined (DCI), perceptions about the overall
state of online civility worsened
Respondents who said the overall state of
online civility was bad grew 5-pts. YoY
All age & gender groups agreed that the state of
civility was not as good
Base: total, n=11,067
(Percent Good, Base: total, n=11,067
24%
29%
43%
12
31%
27%
36%
33%
31%
28%
35%
31%
29%
27%
33%
29%
37%
34%
41%
34%
30%
2020
2021
Good
36%
33%
Neutral
Bad
Q.1: How would you rate the overall state of online civility in your country?
Teens
Adults
Males
Females
2020
Gen Z
(13-24)
Millennials
(25-39)
Gen X
(40-54)
Boomers
(55-74)
2021
Microsoft confidential

13.

In 2021, only 17% said civility had improved compared to 26% a year ago
Positive outcomes dropped significantly
Respondents who said civility was better
during Covid tumbled 9-pts., Base: total, n=11,067
22%
30%
% reasons civility was better during Covid, Base: civility was better, n=1,893
67%
56%
62%
59%
58% 56%
53%
57%
50%
49%
52%
53%
26%
17%
2020
Better
2021
Unchanged
Worse
I see more people
helping other people
More people are
reconnecting with
friends and family
People have come
together more to deal
with the crisis
2020
13
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...?
Q.CV1A / B: How has civility online been better/worse during the Coronavirus crises?
A greater sense of
community
People have been
more encouraging to
each other
2021
Microsoft confidential

14.

30% reported civility worsened during the pandemic
Civility worsened due to Covid…
…and Covid fatigue is a likely explanation
Base: total, n=11,067
% reasons civility was worse during Covid, Base: civility was worse, n=3,291
22%
30%
67%
60%
67%
60%
54%
59%
53% 54%
52%
49%
52%
53%
26%
17%
2020
Better
2021
Unchanged
Worse
People are taking Increased spread of
out their
false or misleading
frustrations online
information
People are less
tolerant
2020
14
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...?
Q.CV1B: How has civility online been worse during the Coronavirus crises?
More personal
I see more people
attacks or negative
acting selfishly
comments
2021
Microsoft confidential

15.

Private interactions were considered more civil vs. public interactions
During Covid, was civility better or worse on these online platforms
Base: used the online platform
42%
46%
42%
35%
35%
31%
24%
27%
30%
32%
31%
More civil
Less civil
17%
Personal video
15
Messaging
Online dating
Online gaming
Discussion groups
Social media
Microsoft confidential

16.

82% of the countries surveyed reported civility was net worse during Covid
60%
Civility was worse
Civility was worse during Covid
Philippines
45%
Poland
Hungary
Germany
Netherlands
30%
Canada
Brazil
Italy
Ireland
Argentina
Sweden
Russia
France
UK
Chile
Singapore
Peru
India
Mexico
Colombia
US
Australia
15%
Bold = top 10 reported deaths per MM as of May 8, 2021
Civility was better
0%
0%
15%
30%
45%
60%
Civility was better during Covid
16
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...?
Microsoft confidential

17.

APAC & Latam were more polarized about the changes in online civility during
Covid
32%
48%
21%
APAC
28%
30%
43%
60%
56%
64%
27%
LATAM
Better
17
34%
25%
12%
11%
11%
WE
CEE
NA
Unchanged
Worse
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...?
Microsoft confidential

18.

Nearly nine out of ten
respondents said education is
critical to making the Internet a
safer place
18
Microsoft confidential

19.

Attitudes towards online civility
% strongly or somewhat agree
Base: total, n=11,067
We need to educate people
better about how to make the
digital world safer
Today, I get less upset than
in the past when I encounter
someone online who is
uncivil to me
19
Civility online would improve if
social media companies would
more closely moderate harmful
online speech
I feel like I encounter incivility
almost every time I go online
I trust people less when I
witness online discussions filled
with rude, hateful comments
It is okay to send mean
responses to others if they have
made hurtful comments first
People should not be allowed to
post comments online
anonymously since they can be
uncivil without facing any
consequences
Teasing others on social media or
through messages is fun
Microsoft confidential

20.

Universal agreement about the need for better online civility education
Strongly agree = 65%, about 20 points higher than any of the other statements
% Strongly agree or somewhat agree
Base: total, n=11,067
88%
88%
87%
Teens
Adults
Male
90%
88%
89%
Female
Gen Z
(13-24)
Millennials
(25-39)
86%
91%
We need to educate people
better about how to make
the digital world safer
20
Q.1A: Please tell us how much you agree or disagree with the following statements about online civility…
Gen X
(40-54)
Boomers
(55-74)
Microsoft confidential

21.

Three-quarters agreed that social media companies need to moderate
harmful speech online
% Strongly agree or somewhat agree
Base: total, n=11,067
77%
Civility online would improve
if social media companies
would more closely
moderate harmful online
speech
21
Teens
Q.1A: Please tell us how much you agree or disagree with the following statements about online civility…
73%
74%
Adults
Male
77%
76%
Female
Gen Z
(13-24)
73%
73%
Millennials
(25-39)
Gen X
(40-54)
77%
Boomers
(55-74)
Microsoft confidential

22.

Loss of trust from online incivility is higher for younger generations and
females
% Strongly agree or somewhat agree
Base: total, n=11,067
77%
I trust people less when I
witness online discussions
filled with rude, hateful
comments
22
Teens
Q.1A: Please tell us how much you agree or disagree with the following statements about online civility…
73%
73%
Adults
Male
77%
76%
76%
Female
Gen Z
(13-24)
Millennials
(25-39)
72%
73%
Gen X
(40-54)
Boomers
(55-74)
Microsoft confidential

23.

Lack of accountability is a problem with online anonymity
Millennials were the least likely to see this as a problem
% Strongly agree or somewhat agree
Base: total, n=11,067
74%
People should not be
allowed to post comments
online anonymously since
they can be uncivil without
facing any consequences
23
Teens
Q.1A: Please tell us how much you agree or disagree with the following statements about online civility…
70%
70%
Adults
Male
74%
80%
72%
72%
66%
Female
Gen Z
(13-24)
Millennials
(25-39)
Gen X
(40-54)
Boomers
(55-74)
Microsoft confidential

24.

Incivility is becoming the “new normal” for many Millennials
% Strongly agree or somewhat agree
Base: total, n=11,067
Today, I get less upset than
in the past when I
encounter someone online
who is uncivil to me
46%
48%
48%
46%
49%
Teens
Adults
Male
Female
Gen Z
(13-24)
54%
Millennials
(25-39)
42%
Gen X
(40-54)
35%
Boomers
(55-74)
% Strongly agree or somewhat agree
Base: total, n=11,067
I feel like I encounter
incivility almost every
time I go online
24
38%
39%
37%
39%
39%
Teens
Adults
Male
Female
Gen Z
(13-24)
Q.1A: Please tell us how much you agree or disagree with the following statements about online civility…
47%
Millennials
(25-39)
34%
Gen X
(40-54)
25%
Boomers
(55-74)
Microsoft confidential

25.

Males were more likely to seek retribution and tease others
% Strongly agree or somewhat agree
Base: total, n=11,067
It is okay to send mean
responses to others if
they have made hurtful
comments first
23%
19%
23%
19%
23%
21%
18%
14%
Teens
Adults
Male
Female
Gen Z
(13-24)
Millennials
(25-39)
Gen X
(40-54)
Boomers
(55-74)
% Strongly agree or somewhat agree
Base: total, n=11,067
Teasing others on social
media or through
messages is fun
25
13%
10%
14%
Teens
Adults
Male
Q.1A: Please tell us how much you agree or disagree with the following statements about online civility…
9%
13%
12%
8%
7%
Female
Gen Z
(13-24)
Millennials
(25-39)
Gen X
(40-54)
Boomers
(55-74)
Microsoft confidential

26.

Respondents increasingly hoped for more kindness & empathy in their future
online interactions
Kindness increased the most, up 6-pts
Freedom fell the most, down 7-pts.
Base: total, n=11,067
Base: total, n=11,067
66%
63%
57%
52%
32%
26%
26
33%
32%
33%
26%
25%
21%
2019
32%
2020
2021
Q12G: Which three words best describe what you hope will come to define online experiences and interactions during the next decade?
2019
2020
2021
Microsoft confidential

27.

The burden of risk exposure this
past year fell hardest on females
27
Microsoft confidential

28.

Males and females experienced and viewed online civility differently
DCI: largest gap ever
State of civility
Civility during Covid
Getting even is ok*
(% bad)
(% worse)
% strongly/somewhat agree
66%
63%
32%
26%
2021
Male
Female
31%
28%
23%
2021
Male
Female
2021
Male
Female
19%
2021
Male
Female
*I have sent mean messages to others after
they have made hurtful comments about me
28
Microsoft confidential

29.

Females experienced almost 60% of all risks reported in 2021
DCI trend
69%
69%
67%
Share of risks: Total
66%
Share of risks: Adults
57%
51%
51%
51%
51%
49%
49%
49%
49%
2020
Male
29
2021
Female
2019
2020
Male
Q2: Which of these has ever happened to you or to a friend/family member ONLINE?
2021
Female
52%
52%
48%
48%
44%
43%
2019
58%
56%
67%
63%
Share of risks: Teens
2019
2020
Male
2021
Female
42%
2019
2020
Male
2021
Female
Microsoft confidential

30.

More frequent use of social media & messaging apps by females could be driving
share of risks higher compared to males
Social media
Messaging apps
Discussion sites
Gaming sites
Use several times a day
Use several times a day
Use several times a day
Use several times a day
69%
71%
65%
59%
32%
19%
12%
2021
Male
30
Female
2021
Male
Q.12J: How often do you personally use any of the following <insert activity>
Female
10%
2021
Male
Female
2021
Male
Female
Microsoft confidential

31.

Negative outcomes from risks were higher for females than males
Consequences (any)
77%
75%
Pain (unbearable/severe)
Worry (extremely to somewhat)
79%
78%
74%
67%
65%
67%
61%
59%
58%
73%
47%
40%
39%
41%
34%
2019
2020
Male
31
2021
Female
2019
2020
Male
2021
Female
Q.9: 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
Q.5_7: How much do you worry about this happening to you again: <insert risks>
Q.5_1: How much emotional, psychological or physical pain did you suffer because of: <insert risk>
2019
31%
2020
Male
2021
Female
Microsoft confidential

32.

The top consequences, worries & pains were higher for females than males
Consequences: top 5
40%
Less trust of people
online
50%
46%
Male
32
Extremely/very/somewhat, min. 10% risk
incidence)
unbearable/severe, (min. 10% risk incidence)
61%
Discrimination
55%
Online harassment
41%
Cyberbullying
41%
Hoaxes, scams & frauds
41%
Unwanted sexual
attention
Female
Male
41%
29%
Cyberbullying
37%
65%
57%
Online harassment
29%
31%
63%
27%
24%
34%
Discrimination
66%
34%
Less trust of people
offline
Lost sleep
Pain: top 5
38%
Less participation in
social media
Lower self-esteem
Worry: top 5
52%
61%
46%
61%
Female
Q.9: 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
Q.5_7: How much do you worry about this happening to you again: <insert risks>
Q.5_1: How much emotional, psychological or physical pain did you suffer because of: <insert risk>
Unwanted sexual
attention
Microaggression
Male
17%
30%
20%
23%
Female
Microsoft confidential

33.

Most incivility for teens & 18-24-year-olds comes from people their own age
Teens blame incivility equally on people their
age or a little older
38% 38% 39%
Adult 18-24 males & females disagree about
who’s responsible for incivility
37% 37% 37%
35%
34%
37%
34%
34%
29%
28%
23%
23%
18% 18% 18%
8% 7% 9%
6% 6% 7%
People around my age
Someone who is a little
older than me
(ages 18-24)
Total
33
Someone who is older
than me
(ages 25-40)
Boys
Someone who is a lot
older than me
(age 40+)
Girls
Q.2C_2: Who do you think is most responsible for uncivil behavior you experience or witness online?
People younger than me People around my age
Total
Someone who is a little
older than me
(ages 25-40)
Male
Someone who is a lot
older than me
(age 40+)
Female
Microsoft confidential

34.

Online meetings & classes were
catalysts for experiencing and
encouraging greater civility
34
Microsoft confidential

35.

Participation rates were high for online meetings & classes
Online meetings
Online classes
Base: employed, n=6203
Base: students, n=6203
12%
38%
62%
88%
Yes
35
No
Yes
No
Microsoft confidential

36.

Online work meetings & classes were more civil compared to non-work/non-class
online settings
Online meeting civility compared to
non-work online settings
Base: participated in online meetings, n=2256
Online class civility compared to
non-class online settings
Base: participated in online classes, n=5470
3%
46%
More civil
36
Same
5%
51%
40%
Less civil
More civil
55%
Same
Less civil
Microsoft confidential

37.

Three in four respondents say online meetings and classes encouraged greater
civility
Did online meetings
encourage you to act more civil?
Base: civility in online meetings were more/same civil as other online
experiences, n=2,190
Did online classes
encourage you to act more civil?
Base: civility in online classes were more/same as other online
experiences, n=5,195
23%
26%
74%
Yes
37
No
77%
Yes
No
Microsoft confidential

38.

Online meetings had a powerful effect on encouraging civility
Among those who said online meetings had the same level of civility as other experiences, 63% were encouraged to be more civil
Did online meetings
encourage you to act more civil?
Base: civility in online meetings was more civil compared to other online
experiences, n=962
Did online meetings
encourage you to act more civil?
Base: civility in online meetings was the same as other online
experiences, n=653
17%
37%
63%
83%
Yes
38
No
Yes
No
Microsoft confidential

39.

Online classes had a powerful effect on encouraging civility
Among those who said online meetings had the same level of civility as other experiences, 67% were encouraged to be more civil
Did online classes
encourage you to act more civil?
Base: civility in online classes were more civil as other online experiences,
n=3,010
Did online classes
encourage you to act more civil?
Base: civility in online classes were the same as other online experiences,
n=2,814
16%
33%
67%
84%
Yes
39
No
Yes
No
Microsoft confidential

40.

Online meetings & classes were more civil compared to in-person settings
Unsurprisingly, social media was the most frequent source of incivility
Frequency of encountering incivility
Frequency of encountering incivility
Base: participated in online meetings, n=2256
100%
100%
90%
80%
70%
47%
80%
42%
19%
50%
20%
62%
30%
20%
10%
33%
3-5-Often to
occasionally
28%
42%
21%
70%
60%
50%
40%
1-Never
25%
2
23%
65%
30%
20%
36%
35%
47%
3-5-Often to
ocassionally
10%
0%
0%
Online
40
1-Never
2
22%
15%
90%
19%
60%
40%
Base: participated in online meetings, n=2256
In-person
Social media
Online
In-person
Social media
Microsoft confidential

41.

Appendix
41
Microsoft confidential

42.

Awareness of Digital Civility Challenge was unchanged
100%
90%
80%
2%
8%
2%
9%
14%
16%
76%
73%
2017
2018
70%
2%
10%
2%
10%
17%
17%
67%
71%
70%
2019
2020
2021
3%
11%
18%
60%
50%
40%
30%
20%
10%
0%
Have not heard of it
42
Q.12D: How familiar are you with the Microsoft Digital Civility Challenge?
Know the name only
Know a little about it
Know it well
Microsoft confidential

43.

2021 DCI by country
52%
NL
43
55%
55%
DE
UK
57%
57%
58%
60%
61%
62%
CA
SG
US
FR
AU
CL
Q2: Which of these has ever happened to you or to a friend/family member ONLINE?
64%
65%
65%
66%
IT
PL
IE
PH
68%
70%
70%
71%
71%
72%
72%
MX
SE
HU
BR
IN
PE
AR
74%
RU
77%
CO
Microsoft confidential

44.

DCI regional summary
Wave 6 2021
Q1
Q2
Q3
Q4
Bottom quartile
Top quartile
Country
DCI
Rank
United States
Canada
56
62
6
4
Country
DCI
Rank
Chile
Mexico
Brazil
Argentina
Peru
Columbia
62
68
71
72
72
77
9
14
17
19
20
22
Country
DCI
Rank
Netherlands
Germany
United Kingdom
France
Italy
Ireland
Sweden
52
55
55
60
64
65
70
1
2
3
7
10
12
15
Country
DCI
Rank
Poland
Hungary
Russia
65
70
74
11
16
21
Country
DCI
Rank
Singapore
Australia
Philippines
India
57
61
66
71
5
8
13
18
44

45.

A few changes at the top of the DCI rankings
Top three risks
45
2021
YoY p
Netherlands
52%
+1
Treated mean
Unwanted contact
Unwanted sexting
Germany
55%
-7
Unwanted contact
Unwanted sexting
Sexual solicitation
United Kingdom
55%
0
Unwanted contact
Treated mean
Hoaxes, scams &
frauds
Canada
57%
-5
Unwanted contact
Hoaxes, scams &
frauds
Treated mean
Singapore
57%
-1
Unwanted contact
Hoaxes, scams &
frauds
Unwanted sexting
United States
58%
+2
Treated mean
Unwanted contact
Hoaxes, scams &
frauds
France
60%
-3
Unwanted contact
Microaggression
Hoaxes, scams &
frauds
Australia
61%
-1
Treated mean
Unwanted contact
Hoaxes, scams &
frauds
Chile
62%
-5
Unwanted contact
Hoaxes, scams &
frauds
Unwanted sexting
Italy
64%
0
Unwanted contact
Hoaxes, scams &
frauds
Unwanted sexting
Q2: Which of these has ever happened to you or to a friend/family member ONLINE?
First
Second
Third
Microsoft confidential

46.

Top 10 risks mostly unchanged or slightly lower from a year ago
The number 1 risk, unwanted contact continued to decline
Risk category
2017
2018
2019
2020
2021
YoY p
5 yr. p
Unwanted contact
Intrusive
43
44
40
40
38
-2%
-5%
Hoaxes, frauds, scams
Intrusive
na
28
28
29
30
+1%
+2%
Unwanted Sexting*
Sexual
24
26
25
26
24
-2%
0
Treated mean
Behavioral
22
22
23
24
24
0
+2%
Trolling
Behavioral
21
20
19
20
19
-1%
-2%
Hate speech
Intrusive
16
18
17
18
18
0
+2%
Unwanted sexual
attention
Sexual
na
na
16
18
16
-2%
1%
Online harassment
Behavioral
17
15
15
18
16
0
0
Discrimination
Intrusive
10
12
13
15
15
0
+5%
Sexual solicitation
Sexual
14
16
15
14
14
0
0
*includes unwanted sexting received & sent
46
Q2: Which of these has ever happened to you or to a friend/family member ONLINE?
Microsoft confidential

47.

Consequences, 5-year trends
%
2018
2019
2020
2021
Any consequence
68
70
76
76
76
I blame myself for what
happened to me
Became less trusting of other
people online
40
44
46
45
45
Became depressed
16
20
20
22
20
Was less likely to participate in
social media, blogs, forums
23
27
39
40
42
Lost a friend
19
20
18
20
19
Became less trusting of other
people offline
28
32
32
37
37
Witnesses to the incident tried
to defend and help
0
14
17
19
18
29
32
Made to feel physically unsafe
33
29
Negatively affected my school
performance
14
17
18
19
18
27
26
Had thoughts of suicide
7
9
18
17
16
Lower self-esteem
Lost sleep
25
28
30
Felt more isolated and lonely
47
%
2017
2017
2018
2019
2020
2021
22
18
Personal reputation was
damaged
11
16
26
24
24
Felt severely and persistently
intimidated or threatened
My life became more stressful
24
29
22
23
23
Negatively affected my work
performance
10
13
14
15
14
Lost money
14
15
24
23
22
Was encouraged to harm myself
or others
0
0
7
7
8
Tried to be more constructive in
my criticism of other people
25
25
21
24
22
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:
15
Microsoft confidential

48.

Actions taken, 5-year trends
%
%
2017
2018
2019
2020
2021
90
87
91
93
92
I asked help from a friend
50
48
55
53
10
42
48
49
49
40
37
35
39
38
39
36
34
38
35
I stood up for myself
30
31
28
34
31
Asked for help from an adult
(teens only)
Reduced the amount of time I
spent on social media
I defended someone who was
treated unsafe or uncivil online
I paused before replying to
someone I disagreed with
online
I reported the incident to the
website, online service or social
media company
9
28
30
31
29
I showed respect for other
people's point of view
I treated the other person with
dignity and respect
Stopped using or canceled some
of my social media accounts
I started using two-factor
authentication to help protect my
account
I confronted the person or
persons online
24
24
25
26
26
22
18
19
25
26
Contacted a teacher or school
administrator
29
24
21
25
26
I retaliated by being uncivil to the
person who was uncivil to me
Any action taken
Unfriended or blocked the person
responsible
Asked my parents for help
(teens only)
Reduced the amount of personal
information I share online
I used tighter privacy settings on
social media
48
24
26
Q.12: Have you ever taken any of the following actions after you were treated in an unsafe or uncivil manner online?
2017
2018
2019
2020
2021
24
21
19
16
16
21
22
19
15
14
20
20
22
20
20
20
20
19
17
15
18
19
19
17
19
17
6
7
8
11
9
9
8
7
10
8
I tried to remove or correct
untrue information that someone
posted about me
I sought out professional mental
healthcare
6
Microsoft confidential

49.

56% took at least one Digital Civility Challenge (DCC) action
The foundational action of “stood up for myself” fell 3-pts. while other DCC items held steady
Any DCC action
I stood up for myself
Paused before replying
Respect for another
POV
Treat with dignity &
respect
21% 22%
20% 20%
57% 56%
51% 50%
31%
2018 2019 2020 2021
49
34%
28%
31%
2018 2019 2020 2021
24%
21%
25% 26%
2018 2019 2020 2021
Q.12: Have you ever taken any of the following actions after you were treated in an unsafe or uncivil manner online?
16% 16%
15% 14%
2018 2019 2020 2021
2018 2019 2020 2021
Microsoft confidential

50.

Sources of risk held steady, Slightly fewer risks happened during the past year
Sources of risks
How recently did the risk occur
Base: experienced a risk, n=7,154
Base: experienced a risk, n=7,154
47%
42%
8%
20%
9%
21%
50
9%
21%
9%
23%
9%
10%
22%
23%
11%
10%
24%
25%
36%
Family
29%
26%
27%
37%
39%
41%
39%
2018
2019
2020
2021
28%
Friends
Co-workers, colleagues
Aquaintances
31%
40%
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?
27%
Past Week
20%
Past Month
16%
Know online only
Strangers
29%
10%
2018
12%
2019
2020
15%
Past Year
2021
Microsoft confidential

51.

One in five used personal video calls several times a day
Use several times a day
100%
90%
80%
70%
5%
10%
16%
4%
6%
10%
17%
32%
19%
40%
20%
26%
60%
21%
36%
50%
40%
30%
32%
68%
21%
64%
53%
20%
26%
10%
25%
17%
20%
0%
Messaging/texting
apps
Social media apps
Personal email
>1x/day
51
79%
Q.12J: How often do you personally use any of the following: <insert activity>
Online gaming
1x/day
<1x /day
Personal video calls
10%
11%
6%
5%
Forums &
discussion sites
Online dating
(adults)
Don't use
Microsoft confidential

52.

Changes in online civility during Covid by country
100%
90%
34%
80%
70%
25%
23%
18%
31%
30%
28%
28%
40%
42%
50%
60%
32%
40%
59%
64%
42%
69%
33%
49%
53%
34%
19%
26%
16%
13%
13%
SG
SE
AU
20%
30%
30%
18%
23%
37%
26%
24%
PH
IN
BR
CL
19%
AR
PE
58%
58%
68%
70%
65%
51%
48%
57%
11%
8%
11%
15%
11%
12%
8%
12%
12%
IT
DE
NL
IE
FR
UK
PL
HU
RU
50%
66%
62%
35%
0%
MX
Better
52
20%
41%
43%
31%
20%
10%
35%
32%
28%
43%
50%
30%
22%
CO
Unchanged
7%
CA
14%
US
Worse
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...?
Microsoft confidential

53.

Online meetings/classes were more civil than non-work/class interactions
Online civility during work meetings vs. nonwork interactions
Online civility during classes vs. non-class
interactions
Base: participated in online meetings, n=2256
Base: participated in online classes, n=5470
55%
51%
46%
53%
50%
44%
41%
48%
47%
55%
50%
59%
55%
40%
39%
32%
3%
Total
3%
Gen Z (18-24)
More civil
53
3%
Millennials (25-39)
3%
3%
Gen X (40-54)
Boomers (55-74)
Same level of civility
Less civil
5%
Total
More civil
9%
5%
Gen Z (18-24)
Same level of civility
Millennials (25-39)
Less civil
Microsoft confidential

54.

Changes to the country lineup had minimal impact on key metrics
The one exception: YoY Covid % better change would be 3-pts. lower adjusting for country lineup changes
Civility during Covid rating (% better), Unadjusted vs. Adjusted
26%
23%
17%
17%
2020-2021 change
W5 (32 geos)
54
W6 (22 geos)
Q.CV1A: How has civility online been better during the Coronavirus crises?
2020-2021 change (Adjusted)
2020
2021
W5 (22 geos)
W6 (22 geos)
Microsoft confidential