During this lighthearted presentation, I shared some of the many mean things that members of my online community have said to me in my role as a moderator and community manager. We can all have a laugh at that, but over the years, I've also developed a process for handling them and ensuring that the impact of them on my staff is minimized. These funny comments serve as the narrative for those practical lessons.

1. Managing Abusive Online
Community Members
(or “The Mean Things People
Say to Moderators”)

2. PATRICK O’KEEFE
ENTREPRENEUR
ONLINE COMMUNITY
BOOKS
PUBLIC SPEAKER
Founder and owner, iFroggy Network,
responsible for everything you see.
“Managing Online Forums” and
“Monetizing Online Forums.”
CONNECT WITH ME
Twitter: @patrickokeefe
Facebook: /patrickokeefe
Google+: +patrickokeefe
Over 13 years of hands on community
management experience, leading
communities like KarateForums.com.
CNN, Dell, FedEx, SXSW Interactive,
Northwestern and more.
Blog: ManagingCommunities.com
Email: patrick@ifroggy.com
SlideShare: /iFroggy

3. The quotes in these
slides are real and, at times,
real frightening.
They are excerpted, for
length and for sanity.
Any typos present are
the fault of the nice
people who
wrote these
comments.
Viewer discretion is advised.

4. "This is ridiculous. You over-moderate this forum to no
I didn't realize
it was under Nazi control.
end. It's a f*cking sports forum...
And by the way, take yourself off "Statistics". Yes, you
have like a freakin million posts, but you also spend all
your time posting on every topic that exists on
this site and STILL nobody gives a
sh*t about what you have to say.
You're the moderator, not God.
Drop the power trip and
spend a little time trying to
get laid. Do*chebag."

5. HITLER
STALIN
GESTAPO

6. “As an online discussion grows
longer, the probability of a
comparison involving Nazis or
Hitler approaches one.”
- Godwin’s Law

7. “Still the almighty forum
nazi huh Patrick?
You're such a pompous jacka**.”

8. “You know,
Hitler would
be proud
of the way you run your boards.”

9. How Did We Get Here?

10. “I've had it up to here (indicates
eyebrow height) with Patrick's
pathetic modding of this, his forum.
... now that I've decided to leave, it's
finally safe to express my opinion of the
nazi in charge.
You're a spineless f*ck, Patrick
with your insipid tv pc McMorality,
get a life. I only wish you lived closer
so I could say it to your face.”

11. “Why The F*ck Would You Send
Me This You F*ckin’ Do*che Bag?
You & That Other Fudge Packer [Other
Member] Must Be In On It!
I`m Over At Hockeyforums
Now, Look Up [His Name].
That Forum Has Class, You
Pushin` Pennies Pus*y!”

12. How I Handle Abuse
Directed at My Staff

13. “I am not claiming to
have the social
wingspan of a 747
but a lot of martial
artists will find out
about this
backwards, narrow
minded website.
Goodbye and please
don't answer my
E-Mail your
superiors and
constituents will
receive the
necessary
communications.”
Patrick’s Boss

14. "Make no mistake, I, as well as others, will
be contacting your boss, the head of
[link exchange partner] to inform him of
the way you have handled this matter."
Patrick
Patrick’s
Boss

15. “Patrick, you are indeed a
rigid little tyrant.
You are just so
hypersensitive. I see this
a simple discussion and
negotiation. You see this
as disiplinary action
and admonishment.
If you want to be the
Bull Goose Looney, fine.”

16. Respond, Don’t Respond or...

17. I understand this is your job,
and its all about
the ads for you
but surely you can take a little more risk?

18. “I have seen so many posts talk about [how]
ineffective BJJ is and how its incomplete... but
whenever i say anything like that about
karate... my post gets deleted and i get a
message about how i violated some guideline.
Its funny... it might have
something to do NOT
with the fact
ME
that you yourself
train karate.”

19. COMIC

20. “That’s like telling a black
person to stop being black.
Everyone has different posting
styles. My font color, my gender, my
sexuality, my religion, NONE OF IT
should affect me getting support.”

21. The focus of my community should
be support, rather than…
“the soccer mom
side of [me].”

22. Always Document
and Share

23. “This forum is run by an…
immature
meglomaniac
wannabe
with a passing interest in
martial arts & a HUGE ego.”

24. "I am an excellent judge of character and do
not consider you to be a bad person, but i do
believe your refusal to listen to the statements
and/or advice of others pushes you further
and further into a...
state of egoism
that could very well be
your eventual downfall,
through life and
through business"

25. After You Ban

26. “You are a f*cking Nazi. I disagree with
your moderation. Kill yourself.”
IS NOT THE SAME AS
“I disagree with your moderation.”
SO YOU CAN’T SAY
“You banned me because I disagreed.”

27. “I did have you on the
list of honest sites...
Honest Sites List
1. Patrick’s Site
2. Sites That Let Me Spam
... that actaually have flexability in promoting
and growing the martial arts indistry. I will
remove you from the list. and i'l make sure my
affiliates will do the same.”

28. “How's about I give you 36 hours from receipt of this
e-mail to prove these so called reasons [for banning me].
And if you don't - maybe I'll have my
solicitors get them.
You can either read this and
perhaps we can reason
and come to terms, or
I can simply pursue
matters further.
The choice
it yours.”

29. Don’t Forget the
Good Things and
the Kind People

30. “This is the only [martial arts] forum
I’ve seen where people are
respectful.”
- MasterPain

31. “I found the conversation mature,
well administrated and informative. I
feel we are a mixed bunch with a
rich and varied knowledge base. It’s
fun to see what people do in martial
arts, to share and enjoy good
banter and community friendship.”
- Harkon72

32. “KF was the only online community
where the moderators made you
feel safe from flaming ridicule for
simply having a different opinion, or
not being as informed as others.”
- SBN Doug

33. “The atmosphere and the genuine
sharing of the participants
was the best.”
- SaiFightsMS

34. “I’ve stuck around because
there’s a really great and positive
community on this forum. It got me
through a really difficult time in life.”
- ps1

35. NOT EVERYONE
THINKS YOU’RE
HITLER

36. The
Profile of a Community Manager
or Moderator*
* - Through the Eyes of a Banned (or Angry) Member

43. Dirty
F*ckbag

44. THANK YOU
KEEP IN TOUCH
If I can help, please don’t hesitate to contact me.
Twitter: @patrickokeefe
Facebook: /patrickokeefe
Google+: +patrickokeefe
BOOKS
Blog: ManagingCommunities.com
Email: patrick@ifroggy.com
SlideShare: /iFroggy
“Managing Online Forums”: managingonlineforums.com
“Monetizing Online Forums”: monetizingonlineforums.com (free download)
ALWAYS REMEMBER
You are not alone.