or “How to communicate with difficult users”
A few introducing words
Trolls are nasty little things that live in the internet. Once upon a time, before I started working as a CM, I even was a troll myself. And oh how I enjoyed it!
I worte it a long time ago and used it at work to train other CMs as well as volunteers in that special forum moderation job, most found it helpful so I decided to finally publish it, as intended, on my blog.
We all know topics like “Telling the Truth about XYZ” or “How our Game is destroyed” etc. Most of them are difficult to handle, written by intelligent people that know well how language works and who will find other users following their words, even though what they write may not include any truth at all.
This is a small guide about how to communicate with difficult users and how to work with them. A user like this may be a burden at the beginning, but if you’re working with and not against them, they will become important members of your community that give constructive feedback and suggestions.
Many things written down here will seem to be obvious, still one often forgets to act according to these communication rules and tools.