Trolls Versus Critics Decision Tree
Decide how to respond to hostile comments.
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Create a decision tree for hostile comments. Type of account and audience: [ACCOUNT_AUDIENCE]. Examples of comments I have received: [EXAMPLES]. Platform tools for muting, hiding and reporting: [TOOLS]. Design a flow of questions: Is it abusive or threatening? Is it spam? Does it contain a real criticism or question? Is it true? Does it harm others? For each outcome, give the action (ignore, answer, hide, delete, block, report, escalate) and a sample reply where relevant. Provide guidance on preserving evidence for threats, on protecting staff who manage the account, and on support for moderators who face abuse. Include a set of rules to avoid feeding provocation, and a monthly review of patterns. State that threats should be reported to the platform and, where serious, to the relevant authorities. Also add a one-page summary card for moderators and a list of scripts for calm replies that acknowledge a point and set a boundary.
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