So, what should we do about trolls?
That’s the question I ask myself all the time, and I must
say, I’m happiest when I take my own advice, which is why I’ve chosen to share
it with you.
The hard truth is, there is no singular, easy answer. Ultimately, like with any communication choice, it’s best to consider the context. Ask yourself the following:
Let’s consider each of the above questions more closely
Click the image below
The hard truth is, there is no singular, easy answer. Ultimately, like with any communication choice, it’s best to consider the context. Ask yourself the following:
- Do you know this “troll” personally?
- What is the location of the trolling?
- What value could your response contribute to the situation?
Let’s consider each of the above questions more closely
Click the image below
Do you know this “troll” personally?

Where is the trolling?
If you notice someone trolling on a random internet forum,
the stakes are relatively low for you. You probably don’t know the troll, and
it’s not your website. My advice here is to move along. You’ve got better
things to do than to “feed the trolls.”
However, someone trolling on your personal page or on a page you manage becomes partially your responsibility. On any page you manage, remember that your friends, family, and business connections… everyone who follows you on social media or can see what you post may also potentially see the troll’s comments. And they will see how you respond to it. You have a few options.
Particularly hateful comments should be taken down immediately for the public good.
However, someone trolling on your personal page or on a page you manage becomes partially your responsibility. On any page you manage, remember that your friends, family, and business connections… everyone who follows you on social media or can see what you post may also potentially see the troll’s comments. And they will see how you respond to it. You have a few options.
- Delete the post. Some things shouldn’t be said and shouldn’t be given a platform. If someone posts something on a page you manage, you have the choice to delete it. You may also choose to block the troll from your page.
- Engage. Be careful with this one. Remember what the definition above has taught us: Trolls want attention. At a certain point, engagement just gives them what they want.
- Ignore it. Depending on the trolling comment, sometimes just ignoring it is the best way to go. The troll won’t get the satisfaction of any type of response. However, consider the potential harm of anything you leave on your page. In 2011, Hlavach and Freivogel argued that failing to moderate trolling behaviors in comments can drive away sincere participants and reflect poorly on the person or organization associated with the website.
Particularly hateful comments should be taken down immediately for the public good.
What value could your response contribute to the situation?
Ultimately, your decision should come down to how you answer
this question. Do you sincerely believe that you can reach the troll (or the
general audience) through your response? Do you have something new and
important that could add value to the conversation? Do you think responding
will be productive? If you sincerely answered yes to those questions, you might
respond. Otherwise, my general advice is ignore or delete the trolls.
With that being said, sometimes I don’t follow my own advice. And usually, I regret it.
With that being said, sometimes I don’t follow my own advice. And usually, I regret it.
If you want more great advice that will make you a happier person, and a more competent communication leader, check us out at the Communication Leader Academy.
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