When I talked about how I don’t tell people to “grow a thick skin” and “ignore the trolls,” Regina Buenaobra left a great comment.
“You can’t effectively manage a community or ask your members to report problem users if you also tell them to ignore trolls,” she wrote. “Sure, advise members not to antagonize problem users themselves, but they definitely should not ignore troll comments – they need to be brought to the community manager’s attention. It takes collective effort to ensure a safe and friendly community environment, and ignoring trolls is not a great way to cultivate that environment.”
This is a fantastic point. “Ignore the trolls” is kind of like saying that trolls must have a place on your community. They are inevitable, they will have their space, so please just stay away from them. But that’s not how it has to be. It reminds me of a general policy that we have on the communities that I manage. I refer to it as “report, don’t respond.”