When talking about crisis management in communities and social media, it would be interesting to check a common problem, and how it could lead to a crisis if not carefully handled. So here is the internet troll. Focus on recognizing behaviour and how to try and prevent trolling. Second focus on troll stories from the public - community managers. Presentation given at CMBE meeting, 7th of March 2012. Adapted with the received feedback.

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?