Way back when #CmgrChat started in September we discussed the topic of negativity in a community. This week we dived a little deeper into it, and discussed Trolls and Trouble-Makers. We had 416 tweets by 102 people and it was a very interesting and thought provoking discussion. The topic was also suggested by @BlaiseGV and as luck would have it, he was also in the co-pilot seat because Kelly was at SXSWi.
Q1) How do you handle arguments or negativity that arise in your community?
rhogroupee: I like to jump in a try to defuse with humor if possible…
Mitch_M: Everything’s not responded to the same way. Bad language, threats, I delete. Otherwise, I’ll wait to see where it goes.
SueOnTheWeb: One should allow members to disagree as long as there is no name calling/abusive/personal attacks etc.
SueOnTheWeb: I would only step in as a last resort. Once a CM jumps in it can sometimes shut down the convo.
HSirhan: Think about it when you’re using forums – tight moderation is a massive put-off
mhandy1: I actually try to mitigate before and set up a POA (Plan of action) for negativity
IIABNY: Allowing & being aware of disagreements & dissent can help the organization calibrate its approach to achieving policy goals
Q2: What does your crisis management plan look like?
mhandy1: It looks like a flow chart that categorizes behavior, and then moves to a detailed document for each category
rhogroupee: We have a roster of contact info & escalation in case things go haywire, but it seems each situation is different
wahidinwong: Let the conversation grows while others kick in to ‘correct’ is not a bad option. It in fact lite up the community interaction
HSirhan: Its useful having processes in place but ultimately a response often requires *common sense
JPedde: I alert all of the necessary team members, and we collectively decide who to involve, how to react. Try for 24 hour turnaround
Q3: We know all about “Don’t Feed the Trolls”, but can trolls ever be good/useful? Why/Why not?
SocialMedBtrfly: It takes experience to know the diff b/t evil trolls and really frustrated customers. MUST respond to the really frustrated.
AskTim: Well, even a troll is capable of making a good point. It’s just hidden among all the insults.
toxicmenges: Trolls are EXCELLENT at making the community bond together. War time mentality
SueOnTheWeb: No good comes from a troll-But we do have 1 who pops up from time to time who can be very funny-until he wears out his welcome
wahidinwong: in some cases maybe, but most of them, No
LStacey: Trolls come in different flavours and sometimes make valid points that can spark positive discussion.
mhandy1: I try to bring trolls into product conversation and give them an ownership stake… they become amazing advocates
asq_trish: AND – If you can turn the troll to the good – you have advocate for life life(usually)
ASQ_Trish: Trolls can also make you work harder to make your community better for all
Q4: Any tips or tricks to keep negativity down? or to avoid it? How to you maintain a nice atmosphere for all?
HSirhan: Getting interesting dicussions going – and these often can and should be OT
SueOnTheWeb: Kill em with kindness 😀
toxicmenges: never patronise your community, they’ll sniff it out, understand them, respect them
wahidinwong: Stay positive and smile sometimes help 🙂
JPedde: Use as many please and thank yous as you can in interactions. Seriously.