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This is a fantastic essay by Cory Doctorow. I wish it were three paragraphs longer, but it lays out a thoughtful analysis of the flame/idiot/troll phenomenon.
My take: you can't (and shouldn't) treat all customers the same. It's not clear to me that you can always change the attitude of an angry person. But you can avoid bringing down everyone around them.
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Listed below are links to weblogs that reference The Troll Whisperer:
» "Disemvowelling" from satorimedia
Part of my day job is supporting presenters who come in, and there are all kinds - those who know the tech better than I do, and those who ask for a Power Point Projector and are surprised that they [Read More]
» We are all Trolls from Gary Reid
If you're new here, you may want to subscribe to my RSS feed or by Email. Thanks for visiting!Yesterday Seth Godin pointed us to an essay by Cory Doctorow about Trolls and Flamers. For some reason comments regarding this article can be f... [Read More]
» http://variocreative.com/blog/?p=228 from Vario Creative Blog
Seth Godins got a great pointer to a Cory Doctorow essay which is a must for anyone moderating forums or online communities.
From Cory:
Teresa is a troll-whisperer. For some reason, she can spot irredeemable trolls and separate them from the m... [Read More]
» Cory Doctorow writes about dealing with jerks in your community from palmit.commentary
How To Keep Hostile Jerks From Taking Over Your Online Community by Cory DoctorowRelated to my previous post, Death Threat... [Read More]
