May 05, 2015Organizations should treat social media as they would any other electronically stored information and assume it is potentially discoverable. Und...
April 07, 2015If content is king, then certainly customer experience is an integral part of the royal court. As companies everywhere invest in content marketi...
March 19, 2015It’s no surprise social customer service demand is on the rise. To stay ahead of the game, your brand must formalize a streamlined and scala...
March 13, 2015Fifty-seven percent of customers expect the same level of response through social channels as traditional support channels. That can be cha...
Mar 20 Posted 2 years ago
Great information and rationale for understanding trolls. I am somewhat amazed that people have to resort to negative comments or posts to get attention. I agree with Lindsey - it has much to do with narcissim and perhaps even is a way for the troll to prove his or her self worth. For the troll, any attention is good, regardless of whether it's positive or negative. Just responding to the troll becomes food for further engagement. It makes you wonder what is lacking in the person's personal growth or family life that evokes this kind of behavior.
I suspect the best response is to ignore the troll, although if they become desperate will they become more aggressive? Or will they move on to other, more interesting groups that will respond to their ignorant tactics?
Feb 6 Posted 2 years ago
This is fascinating stuff. I was most interested in the Narcissism section. I've come into online spaces before with opinions that were contrary to the general opinion of the forum (not to troll, of coures), and found that reasonable discourse was impossible in these situations. It was kind of like a group narcissism took hold, and because I was against the general consent, I was shouted down, despite my best efforts to calmly present evidence and ask for a real discussion. I have a feeling there's a psychological term for this, but I can't remember what it is.
I'd also like to learn more about this "mock troll" phenomenon. I've not heard of that before.