If there’s one element of community management you’re going to hear about, it’s trolls. There are countless articles about them, and how to deal with them. It’s clear that trolls are a key facet of community management in popular culture and that the methods for dealing with them are crucial.
Except of course, they aren’t. Clever trolls are ones that can fly under the radar for a long time, and they’re vanishingly rare. Modern trolls are highly visible, they want to be seen, to shout and scream and rant. If you have a vigilant moderation staff, taking care of them is as easy as clicking two buttons. The biggest problem most communities face isn’t obvious vandals smashing windows, it’s regular community members who gradually and insidiously work to make your community a less welcoming place.