A client of mine recently experienced Trolling.
Wikipedia describes a Troll as : person who sows discord on the Internet by starting arguments or upsetting people, by posting inflammatory, extraneous, or off-topic messages in an online community (such as a newsgroup, forum, chat room, or blog) with the deliberate intent of provoking readers into an emotional response or of otherwise disrupting normal on-topic discussion
When you are on the receiving end of a trolls activity it is a shocking experience. We all feel a bit distant from this kind of thing for the majority of the time. But when it happens you realise how vulnerable you can be.
So what my client and i learned were a couple of simple things.
The question we had to ask ourselves was do we enter into a dialogue to show other customers that we were responsible and decent. We concluded that that was a battle that was impossible to win. Better to control and minimise damage.
Date: Tue, 13 Jan 2015 10:16:15 +0000
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