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Characteristics•Verbal snipers
•Critics and naysayers
•Context and subtext
•May be reasonable
Strategies for Dealing with
Snarks
Strategies•Take a deep breath
•Set the tone: be human
•Follow your guidelines• Liz Strauss: “be nice”
• IBM: “responsible
engagement”
•Moderate comments, if
necessary
Case Study: Snarks
From Critics to Allies
Aruni GunasegaramBabbleSoft
Jennifer LaycockThe Lactivist
TROLLS
Takes pleasure in sowing discord
Provokes others into taking up their cause
Definition
Generally male
Young (some exceptions)
Free time
Few outside interests (12)
Profile of a Troll
Deindividuation (2)
Social Learning Theory (3)
Misattribution Theory of Humor (4)
Cannot distinguish between good/bad attention (5)
Psychological Theories
FLAMEBAIT
incendiary comments thatelicit flaming emotionalresponses from other
readers
(6)
Weapon
Ad Hominem Troll
Online threats (9)
Offline threats (10)
Cyberstalking (11)
(13)
Tactics
Strategies for Dealing with
Trolls
Strategies•Stay calm.
•Ignore. (See the sign.)
•Establish clear comment
rules and enforce them. (8)
•Grow a thick skin; refuse
to be baited.
•When appropriate, delete
the comment.
Case Study: Trolls
TechCrunch: Women In Tech
Q and A
It’s your turn …
1) http://en.citizendium.org/wiki/Internet_troll2) http://www.newscientist.com/blog/technology/2007/11/dont-flame-me-bro.ht
ml
3) http://books.google.com/books?id=zeP1UdZKYfIC&pg=PA194&dq=internet+aggression&cd=2#v=onepage&q=internet%20aggression&f=false
4) http://en.wikipedia.org/wiki/Misattribution_Theory_of_Humor5) http://topazbean.wordpress.com/2009/08/12/on-the-psychology-of-trolls-my-
name-is-topazbean-and-i-am-a-troll-fighting-addict/
6) http://larcho.wordpress.com/2008/05/28/how-not-to-get-hooked-by-a-flamebait/
7) http://tantek.pbworks.com/TrollTaxonomy8) http://blog.ezinearticles.com/2007/01/ezinearticlescom-blog-comment-policy
.html9) http://www.zdnet.com/blog/ratcliffe/amanda-chapel-aka-strumpette-needs-s
ome-tough-love/351
Sources
10)http://www.auburnmedia.com/wordpress/2007/10/11/amandas-backstory-reveals-ugly-character-did-you-know/
11)http://www.cyberguards.com/CyberStalking.html12)http://blogs.cornell.edu/newmedia10cbp42/2010/04/07/dont-cross-the-line/13)http://thomaspainescorner.wordpress.com/trolls/
Sources, continued
Photo Credits
1. http://www.flickr.com/photos/21561428@N03/4338069854/2. http://www.flickr.com/photos/clocky/1119779290/3. http://www.flickr.com/photos/dkohara/830763316/4. http://www.flickr.com/photos/bobasonic/178666415/5. http://www.flickr.com/photos/annia316/2905665310/6. http://www.flickr.com/photos/photonquantique/4488093613/7. http://www.flickr.com/photos/mkudel/1410676786/8. http://www.flickr.com/photos/foresmac/4034842899/9. http://www.flickr.com/photos/jcolman/2795393320/10.
http://commons.wikimedia.org/w/index.php?title=File:The_Hunting_of_the_Snark_(1876).djvu&page=1
11.http://www.flickr.com/photos/martin_kelley/2388613589/12. http://www.flickr.com/photos/zen/6338392/
Case StudiesEngagement Turns Critics into AlliesConnie Reecehttp://everydotconnects.com/2008/05/27/case-study-engagement-turns-
critics-into-allies/
How to Recover from a Scathing Blog PostAruni Gunasegaramhttp://www.entrepremusings.com/index.php/2008/06/05/how-to-recover-from-
a-scathing-blog-post/
Bloggers Need to Accept Responsibility TooJennifer Laycockhttp://www.searchengineguide.com/jennifer-laycock/bloggers-need-to-
accept-responsibility-t.php
SlideShare URL:http://www.slideshare.net/TheJenATX/
how-to-survive-a-snark-attack-conniereece-thejenatx
Connie Reece@conniereece
Conniereece.com
THANK YOU
