I’m pretty sure this post is the beginning of a new series called Troll Patrol. It is as much for my personal sanity as I work through some of these issues, as it is for your reading pleasure and hopefully your benefit.
I do understand that the word “troll” is quite subjective, particularly among community members. Some people consider anyone who disagrees with them a troll, (I disagree) and others think that anyone who happens to show up in the same blogs as them on a regular basis, are stalkers…aka “trolls.” And there are others who do seemingly have personal trolls, who live to make them, and others MISERABLE.
It is truly amazing how a few troublemakers in a community can make it unbearable for others and it is equally if not more amazing how adults can display such behavior that is beyond juvenile.
I have had two grown adult males in my community going after each other like three year-olds for weeks. And believe it or not, it all stems from one calling the other overweight. Believe me, I am not making this up.
I received an email from a member today illustrating how they completely ruined a heartfelt blog with their back and forth bickering when others were trying to have a decent conversation.
That exchange, coupled with this plea from a faithful member sent me over the edge and I sent them both threatening emails. The message was this: “Either it stops, or I end it. You choose.” I indicated that if I had to end it, it would not be pretty and neither of them would be able to come back. Period.
What a shame that community managers have to result to such antics. I have children at home, but apparently have several hundred at work as well. Good grief.
Now, I am not saying that either of these gentlemen are trolls, though the label certainly fits the guy who started all of this mess.
But nevertheless, this is a problem. It will not go away, but I’m ready to discuss it.
What are your issues with troublemakers and trolls, and how do you handle them? If you have any unique situations, please share them, and if you would like me to discuss a particular topic surrounding this terrible topic, please let me know.
- The troll and the n-word
- Troublemakers, trolls and a very trying week
- Do online communities mirror race relations in America?
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March 17, 2009 at 7:17 am
klcesarz
Working for a newspaper website, I would often deal with a lot of intensity. When things heated up between opposing commenters I would send an e-mail asking if they would feel comfortable in a physical public setting delivering such hate and personal attacks. If they responded ‘yep’, I would counter ‘how about delivering the same hate in front of your kids.’ Some sadly, were still only focused on attack – unable to switch gears. Community moderation is one of the toughest parts of the job.
March 17, 2009 at 8:54 am
Angela Connor
klcesarz: Thanks for taking the time to share your experience! I know exactly what you mean. Some people where that cloak of anonymity with honor, right? My team of moderators on the news side deal with a lot, but we have full moderation so the crap doesn’t make it onto the site. they still submit it, but it doesn’t get approved. But it’s different with my online community where content is *not* pre-moderated. That’s where it gets ugly, and quite childish.
March 17, 2009 at 3:22 pm
Troll Patrol: The Reputation Ruiner « Online Community Strategist
[...] Troll patrol: A new series [...]
March 17, 2009 at 3:55 pm
Julia Schrenkler
Hello Angela, I’m looking forward to the series.
FWIW, I’d also love to read your thoughts on the troll-enablers. Not so much the people who feed the trolls, but those that will complain about a troll until action is taken, and then actively lobby or publicly criticize the moderator for the antics. I’ve witnessed this in forums and find it both human and a bit baffling…
March 18, 2009 at 11:35 am
Martin Reed
Angela – it’s a frustration that I don’t think community managers will ever understand!
I often wonder just what those individuals could achieve if they put as much effort into positive things (like their career) as they did in being childish and abusive.
What a waste (for them).
- Martin
March 18, 2009 at 2:17 pm
Angela Connor
Julia: The “troll enablers” as you describe them probably secretly enjoy the antics of the trolls. I know exactly what you’re talking about. they complain behind the scenes, and when you act, you’re a free speech killer of some sort. It’s just so easy to bash moderators publicly and these enablers need something to complain about. I’ve seen this. A member will complain to me about someone’s blogs or comments and then they’re best friends with them publicly.
March 19, 2009 at 3:45 pm
Troll Patrol: The heartless jerk « Online Community Strategist
[...] Troll patrol: A new series [...]