Gini Dietrich

Seven Tips for Dealing with Online Trolls

By: Gini Dietrich | May 1, 2013 | 
101

Seven Tips for Dealing with Online TrollsYesterday afternoon, I took a break and went out for a bike ride.

It went from winter to summer in Chicago and it’s supposed to go back to winter tomorrow so it’s important I take advantage of the warm weather when I can!

As I turned onto our tree-lined street that has four-way stops at every other block, an SUV behind me honked. Apparently she didn’t like where I was riding in the road. So I moved over and let her pass.

But at the next stop sign, she got stuck waiting on a turning car and, after a stop, I got in front of her again. She pulled up as close as she could behind me and honked her horn again.

As a side note: When you honk your horn behind a cyclist, it scares the poop out of them. If you do it to an inexperienced cyclist, it’s pretty realistic you’d scare them enough they’d fall off their bike.

This time, instead of moving to the side of the road, I stayed in the middle, which is legal on the side streets that don’t have bike lanes. She got stopped at another stop sign and I got a few blocks ahead of her. As I pulled into the alley on the side of our house, she slowed her car.

She rolled her window down, yelled an expletive at me, and flipped me off. Her kids were in the car.

I tell you this story not so you’ll get all worked up on my behalf at what a terrible influence she must be for her children (though go ahead and side with me, if you’d like!), but because it’s a good example of what happens online all the time.

Trolls and Online Bullies

People get behind their computer screens and say things to other human beings they’d never say in person.

Like “real life” bullies, trolls need to get a rise out of their victims if they are to enjoy the interaction.

If you spend any time online, you will eventually have trolls and anonymous people attack you.

They will make you angry and emotional.

They will get a rise out of you.

But it’s how you handle them that makes the difference between taking your focus completely away from doing your job and them feeling like a mosquito bite in the middle of summer.

The best way to stop trolls is to create an unfriendly environment. We’ve done that on Spin Sucks by carefully cultivating a community that is professional, kind, and smart. We painstakingly review all comments and determine their validity.

If we remove someone, we explain to everyone else why we did that, citing something in our policy the person violated. Today, the community does the rest of the work.

Handle Online Trolls

Of course, it wasn’t always that way. It took many years to get there. So what do you do when you have anonymous attackers or trolls without the benefit of a community?

  1. Create an unfriendly environment. I’ve already mentioned this, but it’s here so you’ll have all your tips in one spot.
  2. Have a policy. Make sure it clearly spells out what you won’t allow. We don’t allow swearing, calling names, or acting unprofessionally. Sometimes online trolls will call our guest bloggers names and make them feel stupid. That kind of stuff is against our rules and will get you banned.
  3. Delete when appropriate. If the online troll violates your policy, you can delete the comment. Make sure you leave a comment saying why you did it so anyone visiting can see the history.
  4. Ban people. I’m getting good at banning people here. Livefyre makes it really easy to do it. First you ban them and then you delete their comment. I typically only do this to spammers, but did it to an online troll a couple of weeks ago when they lambasted me with very poor vocabulary.
  5. Listen. If the online troll is really just a customer complaining, know the difference and listen. Sometimes people just want to be heard. Hear them, try to help, and they’ll almost always thank you publicly.
  6. Ignore. I had a situation last July: I wrote about something near and dear to my heart, but it brought out some serious attacks. I happened to be on stage and then at a conference for most of that day so I had no choice but to ignore the comments. It ended up being the best thing for the situation, even if it didn’t make me feel all warm and fuzzy.
  7. Don’t waste your time. Online trolls want the attention. They crave the defensiveness. They want you to get upset. Don’t give them the pleasure.

In my situation with the angry mom, I just turned around on my bike, gave her a friendly wave, and turned into my driveway. She flipped me off a second time and drove off.

Now it’s your turn. How do you handle the online trolls?

About Gini Dietrich


Gini Dietrich is the founder and CEO of Arment Dietrich, an integrated marketing communications firm. She is the author of Spin Sucks, co-author of Marketing in the Round, and co-host of Inside PR. She also is the lead blogger at Spin Sucks and is the founder of Spin Sucks Pro.

Spin Sucks in Your Inbox

Leave a Reply

101 Comments on "Seven Tips for Dealing with Online Trolls"

avatar

Sort by:   newest | oldest
belllindsay
3 years 5 days ago

It takes A LOT of energy and time to be negative and ugly. I just don’t understand people sometimes. They get such joy out of being hateful and hurtful, and cutting people down. That said, here in TO, when cyclists ride dead center of the street it makes my blood boil. 😉

ginidietrich
3 years 5 days ago

belllindsay It shouldn’t make your blood boil. If there isn’t a bike lane, it’s safer for them to be in the middle of the road than trying to navigate parked cars with people in them who don’t look before they open their doors and driving cars with people in them who don’t want to share the road. I was riding 22 mph yesterday. The speed limit in our neighborhood is 15 mph. There is no reason on earth she needed to get around me that badly.

Joshua Wilner/A Writer Writes

ginidietrich belllindsay I love it when cyclists get to play cop and decide who is allowed to speed and who isn’t. 😉
Some of the craziest things I have seen on the road have happened when cyclists and cars decide they don’t like each other. They had an incident in LA recently where a cyclist punched a driver and then the driver intentionally ran his car into the cyclists.
All that love warms the cockles of my heart.

belllindsay
3 years 5 days ago
ginidietrich Joshua Wilner/A Writer Writes  15 MPH….?? What kinda crazy city do you live in? And why you speed Gini? Eh?? That’s breaking the law! 😉 I’m talking when it’s a 50 KPH zone and some tool is cycling dead centre. I don’t know about Chicago – but TO cyclists are the WORST. As Josh said below: The law only suits ’em when it suits THEM. They drive on sidewalks, never stop at stops signs, run reds, etc. But holy COW – they will be the first to spout off on the LAW (like riding in the centre of the lane)… Read more »
jolynndeal
3 years 5 days ago

belllindsay ginidietrich Joshua Wilner/A Writer Writes I love reading your comments, Lindsay. I can hear your accent and excitement.

ginidietrich
3 years 5 days ago

belllindsay Oh yeah. I agree with you. I was only using my example. Yes, I was speeding…which is the point. If I’m speeding and you keep honking at me and tapping my wheel WITH YOUR CAR there is a problem. I wouldn’t be the one to get the ticket in that instance. The one that kills me is when I see cyclists weave in and out of traffic to not stop at a light. I really wish they wouldn’t do it.

Joshua Wilner/A Writer Writes

How do I handle trolls? I use the Spin Sucks Special- “Giant spiders, killer dolphins and attack squirrels”
There is more than one kind of troll. The man/woman who uses “colorful language” can be easier to deal with because it is clear to everyone they have nothing of value to share.
And then there is the troll who has an agenda but is careful to clothe their diatribe in designer rhetoric where they never curse but constantly and consistently try to push the focus of the conversation on something other than the post.

ginidietrich
3 years 5 days ago

Joshua Wilner/A Writer Writes Or you just punch them in the throat?

Joshua Wilner/A Writer Writes

ginidietrich Twice. Once for me and once for good luck.

bdorman264
3 years 5 days ago
The best way to stop trolls is to create an unfriendly environment. We’ve done that onhttp://spinsucks.com/ by carefully cultivating a community that is professional, kind, and smart. We painstakingly review all comments and determine their validity….I guess because I have so many comment points I got grandfathered in, huh?  What you should have done is walk up to her window like you were going to apologize and hit her with a shot of pepper spray; not a stream, just a quick shot…:).  If only you could pepper spray some of the online trolls… I’ve only had a few but I suppose… Read more »
Howie Goldfarb
3 years 5 days ago

bdorman264 did you ban that Bop Nopple guy yet Bill?! Or was his name Nop Bopple? Either way he was totally dissing you on your blog!

bdorman264
3 years 5 days ago

Howie Goldfarb I take all comers, I was just glad he showed up. I wasn’t crazy about the 6-pack of Pabst Blue Ribbon he brought, but at least he wasn’t empty handed.

ginidietrich
3 years 5 days ago

bdorman264 You totally got grandfathered in. Don’t tell anyone!

jolynndeal
3 years 5 days ago

Great advice, Gini.  It’s too bad we can’t do what comedians do when they experience a heckler. It sure turns the table.  I had a troll experience recently too. Some of the comments I agreed with but the tone was over the top. What’s funny is after I responded, even showing agreement with some parts, I never heard back. Is that common in your experience?

Howie Goldfarb
3 years 5 days ago

jolynndeal omg I had a girlfriend who when too drunk was a handful. We went to see Bobcat Goldwaith with tickets someone gave us. Jenny got tipsy and made fun of the opening act’s bright red boots. He said ‘Wow I had a great closing joke but this lady wants to know about my boots! They are a size 10 lady!’ and he walked off. Then Bobcat adored Jenny. Called her Drinky Drink. I was actually more laughing than embarrassed. But the really prim and roper newport beach couple they sat at our table were mortified.

jolynndeal
3 years 5 days ago

Howie Goldfarb jolynndeal Ah! Just reading this gave me that uncomfortable feeling you get when you watch something like this unfold.  Shivers!  I’ve been in the same situation with the heckler at my table.  I ended up laughing too.

ginidietrich
3 years 5 days ago

Howie Goldfarb That is hilarious!

ginidietrich
3 years 5 days ago

jolynndeal I’ve had that experience, too, when it’s a real person who is arguing with you about something they think you’ve said is wrong. But now that you mention it, maybe that’s a good way of quieting them down…just saying you agree. Hmmmmm…

rbowden56
rbowden56
3 years 5 days ago

I see so many engaging with and even return fire to trolls. Even sometimes taking a stance as to calling out folks online which is like stepping into a big pile of poop! Don’t feed the negativity or you will get a Southern lesson on the rapid growth of kudzu!

ginidietrich
3 years 5 days ago

rbowden56 The calling people out online thing drives me crazy. I think it’s perfectly fine to attack ideas, but not people. When I see that happen online, I just shake my head.

rbowden56
rbowden56
3 years 5 days ago

ginidietrich rbowden56 agree with you but there are those that have been ordained (I suppose) to do so! However, I do see skill sites that lack the ability to debate an issue online, sadly most always turn sour…

Howie Goldfarb
3 years 5 days ago
Drats! Now people know how to stop me from trolling! Shakes fist ‘Dietrich!’ At least I know until bdorman264 gets banned I am safe. Very important always having one person just beyond you so if they go…the message is seen. Like every year Keith Richards lives gives me hope of an extended life for me. I know I will live at least 3 years longer.  This stuff is hard. It sucks when people aren’t nice or at least not willing to debate reasonablyh. I know I sometimes get a bit over passionate on Twitter when I have to take on… Read more »
bdorman264
3 years 5 days ago

Howie Goldfarb ginidietrich You haven’t really been banned until Pete Cashmore bans you, huh? 
Angels should have picked up Shields/Davis instead of Hamilton…just sayin’….

Howie Goldfarb
3 years 5 days ago

bdorman264 Howie Goldfarb ginidietrich I fully support changing the name of this blog to strike outs suck. Lets talk baseball!

DebraCaplick
3 years 5 days ago

Howie Goldfarb bdorman264 ginidietrich Howie, you just stated the first rule of speeding in a car: “Always have a “rabbit” who is driving faster than you ahead of you to draw out the police radar.”

ginidietrich
3 years 5 days ago

Howie Goldfarb I keep trying to ban you and it doesn’t work.

Howie Goldfarb
3 years 4 days ago

ginidietrich I am sneaky shifty and ruthless you need me here for balance.

KensViews
3 years 5 days ago

Great post, ginidietrich  Ironic that IRL I’ve employed all seven tips against you, and you still insist on being my friend! :)

Howie Goldfarb
3 years 5 days ago

KensViews ginidietrich Ken when you only have one friend you will do anything to keep them 😉

KensViews
3 years 5 days ago

Howie Goldfarb Well that explains a lot!  ginidietrich

DebraCaplick
3 years 5 days ago

Howie Goldfarb KensViews ginidietrich So that’s why I haven’t been unfriended yet!

ginidietrich
3 years 5 days ago

KensViews That’s because I have a secret eighth tip and you haven’t used it yet.

KensViews
3 years 5 days ago

ginidietrich Must learn it!

ElissaFreeman
ElissaFreeman
3 years 5 days ago
When you first experience the wrath of a troll…the experience can be jarring. Your first instinct is to give them ‘what for’…but really, they’re just cowards who don’t even use their real names to call you out.   Often it takes everything in my power NOT to say anything – then I think, “why would I even waste any more of my precious brain power even THINKING about such people.”   There are some newspaper sites that now require you to comment using your facebook account.  According to one friend who implemented this – it “cuts down on the crazies”… Read more »
ginidietrich
3 years 5 days ago

ElissaFreeman I TOTALLY get what you’re saying. Someone commented on a blog post about Google authorship and said I was full of it. I immediately commented, “I guess you don’t read about Google changes.” And then I deleted it.

PattiRoseKnight1
PattiRoseKnight1
3 years 5 days ago

Boy is this a hot topic – both people both personally and business.  Ignore is the hard one but it is also the most critical.

JoeCardillo
3 years 5 days ago

PattiRoseKnight1 I like to do a slight variation on the ignore…..since I’m a little vindictive when I know someone is being a jerk I like to be extra polite to point out their jerkness. A la “yes I hear you and yes you are being stupid”

ginidietrich
3 years 5 days ago

JoeCardillo PattiRoseKnight1 I kind of want to see this happen, Joe.

JoeCardillo
3 years 5 days ago

ginidietrich JoeCardillo PattiRoseKnight1 Well you won’t see it here with the kind of community you created! 
I’ll have to point out elsewhere on the inter-sphere-web-net

PattiRoseKnight1
PattiRoseKnight1
3 years 3 days ago

JoeCardillo PattiRoseKnight1 In my experience those types do it for the attention and ignoring them makes them move on to some who will engage them and keep it going. I just ignore them – it’s much less stressful.

Mark_Harai
3 years 5 days ago

Good morning, Gini – If I can’t reach out and slap the silly out of them, I ignore them. They’re not worth the brain space or time.
They’re not worth the energy of a slapping motion either, but it felt good to say anyway 😮
Asshats!

ginidietrich
3 years 5 days ago

Mark_Harai Wouldn’t it be nice if we could reach through our computers and slap some people?

Adam | Customer Experience
3 years 5 days ago

ginidietrich Mark_Harai If you could reach through the computers and slap them, they wouldn’t say it.

lauraclick
3 years 5 days ago

I haven’t had a ton of experience with trolls, thankfully. But, when I have, I think #6 and #7 are important. It’s sad how much energy it saps when you focus on the negativity. Why must people act that way?!
But, as a runner, I know what you’re talking about. I haven’t had some of the crazy experiences you have as a cyclist, but I still have problems with people sharing the road. I’ve come so close to being hit in intersections and cross walks, I can’t even tell you. I really wish people wouldn’t roll through intersections!!!

Howie Goldfarb
3 years 5 days ago

lauraclickdid you see ginidietrichon her motorbike?
http://www.youtube.com/watch?feature=player_embedded&v=dNFaAqS2f18

ginidietrich
3 years 5 days ago

lauraclick We could probably write a book about how horrible drivers are to runners and cyclists.

JoeCardillo
3 years 5 days ago

ginidietrich lauraclick Man. I can help with that, unfortunately

John_Trader1
John_Trader1
3 years 5 days ago
Gack. Online trolls in my industry are a plenty and LOVE to fire up the vitriol. When I first started, I didn’t know any better and took it personally. Then, I began to realize that no matter how much you coddle them and how uber responsive and concerned you are with what they say, there is almost nothing you can do to change their approach. So….I decided to ask a troll to write a blog post about his feelings which he did shockingly in a professional demeanor with a strong argument and sympathy to those who don’t quite understand his… Read more »
ginidietrich
3 years 5 days ago

John_Trader1 I LOVE THIS APPROACH! I wish I’d included it in the list above. Such a great way of doing things. YES!!

MattLaCasse
3 years 5 days ago

Trolls are the worst. My preferred method of dealing with them is public shaming, but the advice ginidietrich gives is far more practical. If much less fun. Best to have the mindset of, “Move along. Nothing to see here.”

CommProSuzi
CommProSuzi
3 years 5 days ago

MattLaCasse ginidietrich I had to do that with someone on a personal page. I gave him multiple chances to find the boundaries on his own, then called him out. He can deal with my “Hockey Family.”

ginidietrich
3 years 5 days ago

MattLaCasse Were your ears burning earlier? I was talking about you with a new friend I met at the Ragan conference today.

biggreenpen
3 years 5 days ago
Oh, angry driver mom with the horrible approach and even more horrible example she’s setting for her kids: tsk tsk tsk with a bullet. Ugh. // I know the internet makes “local” things immediately worldwide at times but here in a state capital the trolling can get thick, ugly, and personal. I know I felt completely unable to say anything soothing to my husband when we both knew a troll was talking about him in a series of political blogs. Even the thickest of skins finds it hard to ignore sometimes (although as you pointed out, that’s one of the… Read more »
ginidietrich
3 years 5 days ago

biggreenpen You know, that’s a good point. The political stuff is out of control. At one point, Mr. D considered running for office and I told him I didn’t think I could take the nasty stuff people would say about him. My skin isn’t that thick.

DebraCaplick
3 years 5 days ago

The one thing online and in person trolls can’t stand is to be not taken seriously – they want their anger to impact you emotionally. I use calm responses or none at all initially, but if they press the issue I have resorted to blocking/banning. In the situation you describe, I’ve been known to blow kisses – the resulting responses are hilarious.

JoeCardillo
3 years 5 days ago

DebraCaplick Ha yeah! That is a good solution. Nothing makes a troll more made then when you do the Polite Troll routine back at them.

ginidietrich
3 years 5 days ago

DebraCaplick I love the blowing kisses approach. It makes them even more angry.

Jake Meador
Jake Meador
3 years 5 days ago

I had one troll that I tolerated at my personal blog for about a month and a half. I gave him a couple warnings, kept asking him to stop, etc. and he just didn’t get it (or so he claimed). Finally, I had three different people in one week ask me what was wrong with him. And at that point I knew I needed to do something, so I banned him. He then created a new account and kept posting, so I banned that account to. Never heard from him again. I will give him credit for being persistent though…

ginidietrich
3 years 5 days ago

Jake Meador That’s some serious persistence. Holy cow!

dwaynealicie
3 years 5 days ago

When someone heckles or honks at me on my bike, I wave and smile wildly like I just saw my best friend! Series of 4-way stops create tense situations here in SF as well.
Online trolls — I love the above procedures! I did have a sort of troll situation earlier this year — but the account name included “shroom,” so I assumed s/he was on them and did #6.

Howie Goldfarb
3 years 5 days ago

dwaynealicie I heard you are an excellent boolier Sir.

dwaynealicie
3 years 5 days ago

You know what they say about me.  They say, “Fear the D-Train, cause he will wreck you before he checks you!” That’s why I was an alternate to join the Jersey Shore cast but never acceded.

ginidietrich
3 years 5 days ago

dwaynealicie I had no idea that’s what they say about you.

dwaynealicie
3 years 4 days ago

ginidietrich Ooooookay, so maybe only I say that about me. Busted!

Howie Goldfarb
3 years 4 days ago

dwaynealicie ginidietrich hmmm but you got the jersey shore look how did they pass you up for the Snookie?

JoeCardillo
3 years 5 days ago

dwaynealicie Huh, totally escaped my brain that you are in San Francisco. We should hang out! I’m doing some work here

dwaynealicie
3 years 4 days ago

JoeCardillo Absolutely! Nice!

ginidietrich
3 years 5 days ago

dwaynealicie THIS IS MY FAVORITE THING EVER! Bwahahahahaah!!!

sydcon_mktg
3 years 5 days ago

Trolls, bullies they are pretty much the same in my book!! Always brave when hiding behind the keyboard, etc.   Great tips here!  
For the record this Mom wholeheartedly agrees with you about that Mom!! It always amazes the me the examples some people set for their children!

Word Ninja
3 years 5 days ago

sydcon_mktg Agree. A bully is a bully whether online or on the playground. I have found that a smart and gentle answer works well. Not always in halting the tirades but always in proving your class and credibility to the readers who matter.

ginidietrich
3 years 5 days ago

sydcon_mktg We live next door to Dairy Queen and the manager was out on his smoke break when this happened. He said, “Did she really just do that with her kids in the car?” What the heck is wrong with people?

TheJackB
3 years 5 days ago

If you want to have fun with a troll edit their comments and watch them implode.

CommProSuzi
CommProSuzi
3 years 5 days ago

TheJackB I like your style!

susancellura
susancellura
3 years 5 days ago

TheJackB That is funny!!!

ginidietrich
3 years 5 days ago

TheJackB I like your style, too!

susancellura
susancellura
3 years 5 days ago
My question is, “How do we instill good manners again?'”. For example, we have taught our daughter to say “please” and “thank you”, etc. She addresses adults as “Mr. Jeff” or Ms. Susan”. (She is 7.) Yet, the other day, a neighbor and my hubby got into a discussion about manners. The neighbor’s child is 2. In summary, the neighbor would not teach his daughter to address adults as “Mr./Ms.”, we would be called “Susan and Jeff”. Hubby said, “Not in my house”. As you said, the same thing happens online. If it continues, will we be inviting even more… Read more »
TaraGeissinger
3 years 5 days ago

susancellura I am right there with you with the manners, Susan. My kids (age 10) are often complimented on their manners. We’ve always used please and thank you in our house and always Mr. and Mrs. when addressing adults. Is this truly a lost art? What a shame! 
As for ginidietrich’s post, trolls and bullies suck. I can’t imagine saying what some of these people feel comfortable typing! And, for the record, if I am ever riding my bike and a large SUV honks directly behind me, there is a 99.9% chance I am falling off and getting run over.

susancellura
susancellura
3 years 5 days ago

TaraGeissinger ginidietrich Thank you! And, I’m right there with you re: falling off the bike!

CommProSuzi
CommProSuzi
3 years 5 days ago

susancellura GOOD FOR YOU & “Hubby”! When did showing respect for elders become a bad thing? 
ginidietrich I’m also glad psycho driver didn’t run over you with her SUV.  I’m sure her duties as Secretary of Defense beckoned, and she was late for a Cabinet meeting.

susancellura
susancellura
3 years 5 days ago

CommProSuzi Thank you! I don’t know, really. I also got spanked. Once. It only took one time. And your comment re: Cabinet meeting made me laugh!

ginidietrich
3 years 5 days ago

susancellura The manners thing kills me too, Susan. It seems to be a lost art. I love what you are doing with your daughter. LOVE.

briantudor
3 years 5 days ago

I had an instance where I wrote a review of a book online, and the troll was leaving comments from different accounts from the same IP Address. Then I found him doing it on other sites and did my comment board duty and notified the moderator. Ah good times, with silly trolls.

ginidietrich
3 years 5 days ago

briantudor I mean, really. If you’re going to use different accounts, at least do it from different IP addresses.

trackback

[…] have been reading many posts about bullying online. The most recent post was Gini Dietrich‘s “Seven Tips for Dealing with Online Trolls”. She gives great advice on how to deal with them while weaving in a story about her encounter with […]

Raymond Alvarez
Raymond Alvarez
3 years 5 days ago
I find the countless minions amusing. As you know, my wife and I direct attention to numerous articles found in various media. We wear the label of “spotters.” I pass along a lot of links to news and information without commentary. So, I found it interesting that a legion of organized Tweeters decided in their court that I was to be summarily “unfollowed” by a dozen of these protectors of Chesapeake Bay. The offending story was about placing windmills there. Four years later, we’re still posting stories. Some of them focus on alternative energy. This was an ineffective and meaningless… Read more »
3HatsComm
3 years 5 days ago
Like lauraclick I’m lucky in not having much trolling on my blog. (Spammers, keyword names are different.. delete and move on. BTW ElissaFreeman that’s part of my comment policy, it’s a real name or social profile to post. Does block some b.s.) I also don’t write on many hot button topics, and am careful to discuss the issues, never attack the people (also on my comment policy). Of course, it’s the trolls that don’t give a rodent’s posterior about the comment policy, but for everyone else it shows you’re not randomly blocking views that don’t greek chorus your own. I’ve been accused of trolling… Read more »
ginidietrich
3 years 5 days ago

3HatsComm YOU have been accused of trolling!? Wow. You’re one of the smartest people I know. I guess people don’t like strong opinions.

3HatsComm
3 years 4 days ago

ginidietrich People don’t like being called on their b.s. either, even when they say they’re open to different perspectives. Doesn’t matter if it’s biz or politics or crazy theories on LOST… It’s as if – “you don’t like X or disagree w/ Y, then why do you bother to read, watch, have an opinion? Oh, you’re a troll.” All b/c you’re saying maybe there’s another side. *shrugs*

Adam | Customer Experience
3 years 5 days ago

I always make sure to lambaste you with proper vocabulary. Don’t want to give you a reason to ban me.

ginidietrich
3 years 5 days ago

Adam | Customer Experience LOL! You have never once done that. Except maybe when we discuss donuts.

Johnny40T
Johnny40T
3 years 5 days ago

“Online trolls want the attention. They crave the defensiveness. They want you to get upset. Don’t give them the pleasure.”  I really think this is the best advice because there are so many trolls out there wanting attention and they’ll do whatever they need to get it.  Silence is the best response I find.

ginidietrich
3 years 5 days ago

Johnny40T Totally agree!

KevinVandever
KevinVandever
3 years 5 days ago
I have used numbers six and seven in the past. I especially think you nailed it with number seven. The more you engage, the more you feed the troll. Starve the troll by ignoring him/her. Also, it’s fun to fantasize shoving the keyboard up his…never mind. You get the point. Same goes for automobile trolls. I usually just ignore and pity them. A guy honked at me yesterday because I was a bit slow turning right on a green light. He didn’t see that there were people crossing the street. When he honked a second time, I looked in my… Read more »
ginidietrich
3 years 5 days ago

KevinVandever I kind of love dwaynealicie response to people like that. Just wave madly like you know them.

svilardo2
svilardo2
3 years 5 days ago
“If we remove someone, we explain to everyone else why we did that, citing something in our policy the person violated. Today, the community does the rest of the work.” Great example of being “transparent” (I don’t know why, but that word always seemed a bit out of place for me…I’m not a projector sheet). Once a community understands how you operate and why you make certain decisions, you will find that your community actually begins to take ownership of the work for you. They become the best ally in your fight against online trolls. 5 and 7 are mu… Read more »
ginidietrich
3 years 5 days ago

svilardo2 You’re not a projector sheet. That made me laugh out loud!

sbaradell
sbaradell
3 years 4 days ago

Good advice, Gini!

ginidietrich
3 years 4 days ago

sbaradell Thanks Scott!

THINK_Lyndon
THINK_Lyndon
3 years 3 days ago

I think the most important part of dealing with trolls is to understand what is a troll and what is somebody that doesn’t agree with your point of view.  Too many people classify everybody that disagrees with their perspective a troll – which isn’t right… it’s just easier to adopt the ‘don’t feed the trolls’ defence and ignore them.

ginidietrich
3 years 2 days ago

THINK_Lyndon Totally agree. I don’t see someone who disagrees with me as a troll. I love debate and disagreements make you open your mind. I see trolls as those who attack you personally or continue to attack even after you’ve fixed the issue they’re complaining about.

trackback

[…] You develop thick skin. An online presence brings disagreement, debate and constructive (and not so constructive) […]

wpDiscuz
[postmatic_subscribe_widget]