Hello! Could someone (a mod preferably) critique my current method of dealing with trolls/spammers/rule-breakers?

Question

sleepyhead314 · Answer

- Identify troll/spammer/rule-breaker and how they are disturbing the peace/breaking the rules
     - then report the instance(s) of the rule breaking

- If first time seeing the user break rules, nicely inform them of what they are not supposed to be doing and ask them nicely to stop
     - do not threaten, and avoid doing this on a question post (unless need to address multiple users)

- At this point they will: 
     - apologize and stop -> at which point all is well, can express a thanks for being cooperative and can engage in general conversation if want
     - backtalk about how you can't tell them what to do and/or ask why should you care
          - "by using OpenStudy, you agreed to follow all of OpenStudy's rules, I don't want to see you get in trouble for not knowing the rules :/"

- If user continues to troll, pm a mod
     - if mod is unresponsive, call for other users to community ban


Is this a good procedure to follow? Is there anything I should consider or change or add to improve this?

sleepyhead314 · Answer

@e.mccormick

e.mccormick · Answer

You can also look in the ambi manual for some info.  Check the section on Moderators and Ambassadors, as well as the section near the back on dealing with other OSers.  Once I post the new one, the ToC will make that easier.

joel_the_boss · Answer

@sleepyhead314  Looks like this is going to be something OSSF is going to use to train our members. I found this post wonderful. :D  @Librarian

sleepyhead314 · Answer

yes @Joel_the_boss that was kinda what I kept in mind while making it, since OSSF does not have access to the Ambassador Manual... it was something I wanted to bring to a OSSF meeting... but we never really have those xD

and I reread @e.mccormick and I suppose it works, I was just wondering if the step of "pm a mod" should be taken any sooner in the process? or no?

librarian · Answer

@sleepyhead314 @Joel_the_boss 

Thank you both for posting this and offering feedback you two are very helpful.

- The Librarian, Joshua

e.mccormick · Answer

To be honest, mods ignore a lot of PMs.  We get a lot for no reason.  "HELP ME!  You MUST!  I can't get help in..."  I see like a ton of those.  Half the time they are in subjects I do not know but thanks to dealing with reports I am "subscribed" to.

Report works nicely.  And if a person is out of hand and no mod responds in say 5 or 10 minutes, get some other people to add on reports.  No need to threaten them with this.  Just ask the person to stop, thy don't report.  Ask again, politely, they don't no mod shows, get other people to report.  No threats, no, "OR ELSE!" nothing.  Just silently let them hang themselves while you are nice to them.

sleepyhead314 · Answer

you mean "kill them with kindness"? ok :D

and from what I have experienced, mods seemed more responsive to my pms rather than my reports... but perhaps it was just because it was me? o-o

sleepyhead314 · Answer

for example, one day me and data were trying to stop a user from medal partying, filing multiple reports to get the medal party posts deleted. but it was only after I pmed thomaster that he went and took care of it.
then, when the user was spewing multiple posts of derogatory language (and gained a lot of attention in the math section) multiple reports were filed, a community ban was executed. but it wasn't until I pmed Mertsj a good 10 minutes after the incident they finally came around and deleted the posts.

e.mccormick · Answer

Well, part of it will be getting the mods to know the OSSF people.  Also, the tone of the message has some to do with it.

sleepyhead314 · Answer

ah tone, that would make sense :P
"Hello! :) you would please delete these medal party posts? *link*"

compassionate · Answer

i. The first thing you need to realize, @sleepyhead314 , is that your job is not moderation. You have no obligation to threaten people, but you are allowed to tell them about the Code of Conduct. Threatening may actually work in reverse because you can be suspended for it, too. 

ii. You should never say things like, "I'm contacting a moderator!" or, "you're going to get suspended if you don't stop." (Though, I sometimes say the latter to users who are hardened trolls; as a type of warning.) 

iii. Another thing you'll realize is that certain users on OpenStudy are veteran trolls and don't care about people who say, "You're breaking the rules," "The Code of Conduct says..." "Can you please stop..." because these people have been suspended multiple times for the same conduct. Some of them have hundreds of accounts. 

          iii(a). A method I've adopted for dealing with the aforementioned individuals is simple: simply report them. Once you start to realize who these users are; the best method is to simply report them and move on. Do not get into argues are heated debates about it. If they're attacking a user, let them know where you stand. Try messaging that user to comfort them. 

        iii(b). Another method I've adopted [which isn't specific in the Ambassador Manuel] is engaging with troubled users as often as you can. Try to gain their trust and respect as an Ambassador. That way, what you say and do has more impact on them. If something inappropriate is being discussed; try to report the users on spot. You can try changing the subject; but don't try to be too harsh. Gently change. Maybe start off with something related, but completely appropriate, then slightly guide the topic toward something appropriate (like kittens). I've used this method countless times and it always works. Though, it is not strictly outlined or discussed, I feel it works. 


If you ever have any questions, you can message a moderator or an Ambassador on additional information.

compassionate · Answer

Once you really get into mediation and you really sharpen your eye for certain types of situations, then you'll inadvertently understand what I'm talking about. It may take awhile to realize what works and what does not work with certain people. Some can be talked to. Some can be rationalized. Some cannot. Some are strictly trolls. You'll learn as we go on.

sleepyhead314 · Answer

I see, that was much more detailed thank you @Compassionate :)

joel_the_boss · Answer

Lol @Compassionate  You make the trolls sound like stone cold killers xD But I understand what you mean, no one really listens to you unless you say it multiply times, 
@sleepyhead314  method would work on some of the younger trolls. But the OG Trolls are going to need something stronger.  Now were making it sound like there's a whole Organization at play...

compassionate · Answer

You'd be surprised at how malevolent some people are. Take @e.mccormick for example.

joel_the_boss · Answer

Wow... It's that bad. lol I can just imagine how @e.mccormick  will react when she finds out your secretly taking over the troll organization.

compassionate · Answer

She's aware. I am a highly trained intelligence specialist that orchestrates a global network of OpenStudy trolls in order to chaos panic and chaos, and ultimately the collapse of OpenStudy.

compassionate · Answer

It's 6:22am and I gotta be at work at 7am and I haven't slept since 1pm the previous day. Do not judge my grammar

thesmartone · Answer

^^ lol I like all this good info :)

e.mccormick · Answer

I may have to senf a kitten army after the trolls.  Cute factor is powerful.

thesmartone · Answer

ikr

anonymous · Answer

GOOGLE!!

confluxepic · Answer

SLX already made the kitten army.

e.mccormick · Answer

Don't worry....  I will abscond with them.