I thought I'd share some info I collected some place regarding trolls?
This might work as a basic guide to help everyone Learn How to deal with them, & Not provoke Them into more of their antics.
Online Trolls: These vermin seek to provoke a reaction. They bait in order to get people to snap back, thus granting them perceived license to attack even more fiercely. They deliberately stir up conflict and push people?s emotional buttons. They enjoy polarizing communities and disrupting discourse.
Combative, aggressive, polarized TV shows like Crossfire showcase and glorify trolling behavior ? even though they claim to offer debate.
To a troll any attention is good ? and the more intense the better. Negative attention tends to be especially intense online. Trolls usually believe they appear insightful and strong when tearing others down or creating discord, but this behavior actually has more in common with a tantrum.
Online trolls are distinguished by baiting behavior: Routinely making statements which are intended to push people?s buttons and start a flame war.
Trolls are the most dangerous type of online vermin because they feed on, and thrive in, discord. They directly benefit from a hostile environment. Trolls are generally averse to constructive discussion ? they find it boring. Any environment which lacks a venomous heirarchical struggle, or which challenges the chosen basis for a fragile self-image, triggers insecurities regarding the troll?s own importance or superiority.
Time is the key to recognizing a true troll?
Trolls exhibit a pattern of disruptive attacks which can onlyh be observed and discerned over time. A single incident is rarely sufficient to definitively indicate trolling.
This is why it?s important to PAUSE and not react immediately to any online behavior which feels like an insult or attack. Never assume on a first bad online exchange that you have encountered a troll. Online porcupines often look like trolls, but the two types of vermin have very different natures and require different handling.
WHY TROLLS ARE HARD TO SPOT
Again, the primary distinguishing characteristic of a troll is malicious intent. Unfortunately, it?s impossible to get inside of anyone?s head to directly perceive intent. This is why it?s important to observe patterns of behavior over time.
Also, trolls rarely admit to baiting an individual or group. They claim they are simply being lively, or direct ? and they almost always accuse their victims of being oversensitive. In this way, trolls typically camoflauge themselves by claiming to be mere porcupines.
If you think someone may be a troll, look for these patterns:
Consistency. Is there a consistent pattern of discord arising in each exchange involving the potential troll? Observe the troll?s behavior in at least 3-5 discussions. Did each one degenerate into hostility soon after the troll entered the discussion? Pay attention to exceptions ? people who stir up up conflict only occasionally and not consistently are probably not trolls.
Personalization. Does the troll routinely respond to other?s remarks or questions in ways that clearly impugne the character, competence, or intelligence of the person who made the original statement? (Examples: ?Only a bleeding-heart liberal like you would say?? Or: ?You obviously don?t really know the history of?? Or: ?If you understood even the most basic rules of physics, you?d know that?") Personalization can be either direct or implied, which makes it tricky to identify. There is, after all, always the possibility that you?re reading something into a remark that is a reflection of your own perception rather than the intent of the speaker.
Escalation. Does the potential troll exhibit a pattern of escalating conflicts ? by using inflammatory language (especially loaded words and phrases), misrepresenting others? views, or repeatedly making connections to highly contentious or divisive issues, (regardless of their relevance to the current topic of discussion). Examples: ?Paternity leave is a screwball feminazi plot to ruin business?? Or: ?To boil his last post down, he thinks that anyone who likes country music is stupid?? Or: ?She wouldn?t be unemployed right now if Bush hadn?t stolen the 2000 election?? Or ?Of course bloggers aren?t real journalists??
FIRST RESPONSE: BEHIND-THE-SCENES REALITY CHECK
The perception of hostility does not always indicate hostility. All humans have emotional reactions. Sometimes our emotions are triggered by external events (such as an insult), but sometimes we are reacting more to our own internal landscape.
In the midst of being emotionally triggered, it can be difficult if not impossible to tell whether you?re reacting to something inside or outside yourself.
Consequently, when you feel triggered by something someone says online, it?s useful to triangulate: privately confer by e-mail, IM, or phone with neutral people either within or outside the discussion. Choose people who neither always agree with you nor always dismiss you. Choose people who are not inherently averse to all discord, but who also value constructive discourse.
Get their opinion on whether a statement which feels prickly to you indeed represents intentional baiting, careless abrasiveness, or your own sensitivies. (We all have them.) Be willing to listen to their responses, even ? or especially ? if they conflict with your own perception.
If the consensus of this private, backchannel conference is that the person is question is merely a porcupine, respond accordingly. If the problem appears to be your sensitivities rather than the other person?s behavior, have the courage to learn from that, and the clarity to decide whether you wish to continue participating in that forum.
However, if the consensus is that a troll has invaded your discussion, it?s time for action.
DENY THE TROLL ANY NOURISHMENT
As with porcupines, the first course of action with online trolls is to shun them completely. This means not responding in any way to anything they say, however minor. When enough people do this, the result is that the troll can elicit no strong or sustained reaction ? its source of power and its prime motivation. This makes contact with you literally unappetizing, and the troll will look elsewhere for its diet of discord.
If your contact with the troll comes through e-mail: Put the troll?s address on your ?ignore? list so you won?t even see postings from that person.
If the troll is commenting to your weblog or site: Make sure you moderate comments, and do not approve for publication comments that come from known trolls. You are not obliged to allow trolls to leverage your work for their delight and self-aggrandizement.
If the troll is baiting you or others on his own site: Control your own reactivity by refusing to read or comment on what the troll has to say. This can be especially difficult if others are asking or expecting you to respond ? but all I want you to tell them (privately, of course, if at all) is that it?s your personal policy to ignore trolls. Also, refuse or delete any trackbacks from the troll?s site to yours (again, to deny the troll any benefit from your infrastructure).
If the troll persists in a discussion forum, you may wish to leave that forum ? or at least take a break from it until the troll heads off to a new feeding area. (They do tend to move on once they?ve exhausted a resource.)
PUBLIC RIDICULE: PROS AND CONS
Occasionally people try to thwart trolls by publicly ridiculing their trolling behaviors. Sometimes this succeeds, since trolls do generally have a strong sense of shame. (In fact, their baiting often is a cover for their fragility.)
However, the ridicule strategy can ? and often does ? backfire. It can cause the troll to spew even more intense and frequent vitriol. Like an aggression pheremone, this attracts more trolls to the scene. Also, since direct ridicule is a type of direct counterattack, it can precipitate a flame war, rather than prevent one.
If you decide to go the ridicule route, be aware that you?re taking a risk. Take responsibility for that risk. If it backfires, just admit it and move on. A good way to move on is to propose a new topic for discussion. Don?t get caught in a cycle of defensiveness. Be proactive, not reactive.
HELPING OTHERS COMBAT TROLLS
Sometimes a troll will hang around a community for a long time if it can dependably provoke reactions from several members. When this happens, a behind-the-scenes response is generally more helpful than a public confrontation.
Specifically, privately contact (e-mail, IM, or phone) people who publicly spar with the troll. First, acknowledge their frustration and do not attack them for engaging the troll. This approach is not merely kind ? it establishes necessary rapport which lowers their defenses and allows them to calm down and hear you. It might take a few exchanges to establish this rapport.
Once the baited person is calm and listening, gently inform them that they are being duped ?that they are unwittingly feeding a troll, not engaging in debate. Encourage them to shun the troll. Show them this article to support that advice.
Even if they agree, it?s likely that they will still feel the need to vent because trolls do not give up easily. In fact, when someone who had been responding starts to shun a troll, the troll will often redouble its baiting efforts. So as a way to help that person get ?unhooked? from the troll, offer support ? listen privately to their frustrations with the troll. Keep a clear head here. Do not feed their frustrations, simply listen to them and acknowledge them. This allows the stress to dissipate harmlessly. Eventually, the troll will cease to concern that person.
Realize that your efforts to get some people unhooked from ongoing battles with trolls will not always succeed, or even be welcomed. Maintain your boundaries: Battling trolls need not be your job. Trolls can (and do) feed each other, which means they tend to congregate. Many online discussion forums have been completely overrun by trolls. No matter how much you treasure a forum, it may not be possible to save it from a determined legion of trolls. Realize when I want you to let go and move on.
If trolls destroy a forum you treasure, don?t take it personally. It?s simply their nature to destroy. Accept this sad aspect of online life, and move on.
IF YOU MANAGE A DISCUSSION FORUM
Trolls are a special nuisance for anyone who manages a discussion forum. To clarify, a discussion forum manager is someone who has assumed responsibility for maintaining the quality of an ongoing discussion. This may include functions such as approving new members, devising and communicating the forum?s missions and policites, and if necessary handling people who pose a significant threat to the quality or mission of the discussion ? especially trolls.
Managing a discussion forum is a generally thankless and frustrating task. If you assume this responsibility, be prepared for ongoing criticism. You will never, ever be able to please everyone, and all participants will vent their frustrations at you. Do not take on this task if you are especially sensitive or vulnerable to criticism, or if you are averse to all conflict.
Trolling is inevitable ? it happens on every single discussion forum. However, if you manage a forum, here are some ways you can mitigate the effects of trolls:
Publish a policy statement. Set forth which kinds of behaviors will not be tolerated in the forum, and reserve the right to expel members who violate these policies. Include trolling behaviors (such as personal attacks) on the not-allowed list.
Don?t react immediately. Again, PAUSE! is an especially important watchword for discussion managers. If you react too quickly to possible trolling incidents, you?ll appear overcontrolling ? which will undermine your credibility. Watch for patterns, listen critically to complaints, and triangulate with neutral parties when you think you?ve spotted a troll.
Privately inform the potential troll. Approach the troll by private backchannels, and do not use the word ?troll? on first mention. Simply refer to the pattern of observed problem behaviors, explain how these are damaging the forum?s quality, and request compliance with the forum?s policy statement. Expect a defensive initial response, perhaps even a public one. No one likes to be chastised, even politely. Ignore the defensiveness and give the troll a chance to save face and mend his ways or move on. If the troll tries to involve others, deal with them privately and stand your ground.
Deliver a private warning of expulsion. If the troll persists or worsens, again use private, backchannel communications to warn that person that one more incident of baiting will lead to expulsion from the forum. There is no need to justify yourself beyond referencing the forum?s policy statement and your earlier private discussion with that person.
Follow through. If the troll still persists, expel him permanently from the forum and do not allow him to rejoin. Expect some criticism for this move, and weather it. It will die down eventually.
Be prepared to admit defeat. Sometimes, despite your best efforts, a forum may be overrun by trolls.
Online, it is impossible for any one person to truly manage a conversation ? the best you can hope for is to influence it constructively for as long as possible. If your forum gets overrun by trolls, it?s probably not worth the stress of remaining at your post. Find another discussion manager to hand off the responsibility to, and be willing to simply abandon your post if no one steps up to assume the role. It?s just a discussion, after all. It?s not your whole identity, and walking away is not the end of the world.
