Presentation given in March 2012 about "Trolling". http://jsteurs.be/cmbeepisode5/

1. Crisis Management

2. My community is under attack!

3. Trolls in a crisis
● Let's not exagerate...
● 1 troll = nuisance
● 5 trolls = problem
● 10 trolls = sign of crisis
– Example: hundreds of fun trolls spam Belfius wall with
“Befluis” mentions. Crisis or not?
● Trolling can cause serious damage:
● Bradley Hampson, Sean Duffy
● Paid troll attacks

4. Definition of a troll
● Attack a person, product, brand or community.
● Measuring succes by amount of destabilization
● Categories: fun vs. anger

5. Anatomy of a troll
● Criticize²
● Personal attacks,
provocations, insults,
threats
● Endless discussions
● Keep coming back
● Troll guide

6. Preventing damage
● Identifying trouble:
● Trust your core members
● Get to the bottom of complaints
● Consider the influence of the individual
● Create private communication channels
– Example: message to page

7. Preventing damage
● Improve social control
● Facebook/Twitter Connect
● Support RL meetings
● Support contact between members

8. When damage is caused
● Moderation: ignore, ban
● If all else fails:
● eCops
● Suggestions?