Anonymity Will Always Challenge Productive Online Communities
The other day, I received this really nasty e-mail in my inbox. In it, the sender said all sorts of mean, nasty things about me and about people who manage online communities in general. “I have to say right off the bat that I don’t like you,” the e-mail began.
This person is, as far as I know, a total stranger. I don’t have any record or recollection of talking with someone with the e-mail address used, nor does the username part of the e-mail address ring any bells. The person signed only a first name to end the e-mail. By “her” own admission, she has only “followed [me] somewhat and read excerpts from [my] book and reviews on Amazon.com.”
In so many words, she intimated that I hate forum users, including my own and that people who manage communities also hate their users, are all power hungry and love to ban people. She said that I am ignorant to the possibility of administrators abusing their power and that I am further encouraging said ignorance through my writing. Due to this, I am without credibility. The message wasn’t worded as kindly as I am wording it here.
These comments are absurd, disrespectful and not worth my time to address. The e-mail reeked of someone who has been banned from a community and feels that they have been wronged. And maybe the person had been wronged – who knows – but that isn’t important and is no excuse for talking to me in this manner.
Anonymity is An Enabler
But, what this message reminded me of – and what I wanted to talk about today – was that anonymity will always be a challenge for everyone who is attempting to run a productive or civil online community.
This person signed only a first name and they used an e-mail address that Google cannot find one reference to. I would have liked to have seen this message sent by someone who included their full name, their town of residence and their online bio, including their employer, if any. I provide that information and more. I am here, out front and accountable for what I say. I don’t send anonymous nasty e-mails to people. That’s not how to earn credibility.
Anonymity allowed this person to feel like they could send this e-mail to someone they do not know, to say these things to someone that they would never say to their face.
I was recently had a (short) conversation about internet conduct with my 11 year old brother. The only thing he does online is look up information for school or for video games and play Flash games on sites like Armor Games. He doesn’t participate in any social spaces, leave any comments, etc., so he has no concept for it. It’s interesting to talk to someone who is literally a fresh slate. I told him that he should always act online the same way he would act offline, if he were talking to someone face to face.
Anonymity is liquid courage. It makes people feel invincible and untouchable (which they are not). It is, therefore, one of the bigger problems that online community administrators have to deal with because some people simply view the internet as alternate reality, where normal rules of decency fail to apply.
Combating Anonymity
So, how can you combat this? Just keep it simple. See violation, remove violation, take action. Treat everyone fairly and be consistent. You have to hold people accountable for their actions, whether or not you know who that person is. You have your guidelines, you have your policies – make sure they are applied fairly and evenly.
Over the 10 years or so I’ve been managing online communities, I’ve had probably around a dozen or so people tell me how they could change their IP with ease and how banning them doesn’t matter and on and on. That’s cool for them. That is definitely one way to spend your life and I wish everyone well. But, our guidelines still matter. If we had to ban them, and they circumvent it, cool – they can try to hide. Have fun. We aren’t going to drive ourselves nuts over it. But, if they slip up, we’ll see it and then they can go back and start with a new account again.
Just because people can join again, that does not mean that your guidelines should never be enforced or should lack meaning. It just means that what you see, you deal with. What is placed in front of you, you tackle. Keeping it that simple keeps everyone focused.
Great write up of the issues anonymity can bring up for any community Patrick.
It is interesting as we watch the Internet go from a place of psuedonyms and created IDs to one where people are having to put themselves out there the same as they would in a face-to-face relationship to see those who utterly resist it.
To me, they are the equivalent of the person who yells obscenities at other drivers on the road… just a passing annoyance.
You are, as always, a great resource for forum moderators. When in doubt? Protect the rest of the community – not the cowards who will not stand behind their words.
Love this article. Sorry the woman in question missed the “don’t hit send” bit about writing that sort of email.
L
Hey Lucretia,
Thanks for the comment. I appreciate the kind words and am glad that you enjoyed it.
This one was a passing annoyance and more of a curiosity than anything else. But, when someone is using anonymity to do this as an online community vs. e-mail, it takes a bit more to manage it and it’s kind of a constant battle of keeping people accountable for their actions.
Thanks,
Patrick
Patrick–
So true. I’d agree that anonymity is digital courage. It’s funny; there have been times, myself, when I’ve been so outraged/annoyed/pissed that in my head, I entertained the idea of posting something anonymously so I could say my piece without fear of personal reprisal.
Of course, I quickly realized that fear of personal reprisal is exactly what makes civilized life possible for the world. The reason that moeurs exist is to keep social interaction from deteriorating into name-calling. Granted, name-calling can be fun, but it’s never terribly productive in a conversation.
I’m with you (and not just because I read your book). State clearly in your terms of use that anonymous comments won’t be allowed, and the trolls will go elsewhere.
Hey Heidi,
Thanks for the comment. I appreciate your thoughts and agree overall.
Guidelines don’t stop “trolls” from coming, but they do create a framework by which they can be dealt with and that’s the important thing. :)
Thanks,
Patrick
Hi Patrick,
Thanks for your article. Traditional news outlets also are struggling to manage online comments. I’m a newspaper reporter, and some comments I’ve seen under my stories online were unproductive to say the least. It’s simultaneously the gift and the curse of the Web that it allows people to express an opinion in a way they wouldn’t in real life.
Best,
Katya
Thanks for commenting, Katya. “Unproductive to say the least.” :) Haha. I know what you mean!
Thanks,
Patrick
Well, anonymity is sometimes good :) For example, anonymous imageboards provide their member unusual and interesting way of communications. Some topics will be never discussed by deanonymized users.
But if you work with anonymous guys — be ready for trolling :) It’s a good challenge for a community manager, and sometimes it’s hard to say with a smile “Keep on trolling, guys” :)