No trolls allowed

Is this the way forward to a better, safer online debate?

Ticckle, following in the footsteps of sites such as Deeyoon and Keek, is the latest site dedicated to video discussions, comments and open questions. As the creators, Xan Blacker and Richard Hardisty recognize, people love a good argument, a good debate and a chance to get an opinion they believe passionately in, out there. And as part of the platform requirements, they also claim to banish trolls.

An online community without trolls? Can this really happen? Apparently so. By allowing users to express their views in short 30-second video posts, rather than hiding behind oft-used anonymous text, Blacker and Hardisty believe that this will raise the benchmark for valid responses; they believe users will be more reluctant to post malicious videos if they’re putting their face to their viewpoint. In order to sign up, you have to use your Twitter or Facebook profile, most likely due to the belief that unlike email, these profiles are more credibly associated to a real-life person.

Are sites like Ticckle the future for a troll-free environment?

Probably not. Whilst it’s a heartening thought that online communities could one day be free from the deliberate disruption and provocation that trolls thrive on, there’s still likely to be multiple ways for these trolls to sidestep the rules, and on platforms such as this, there are big barriers to entry that are likely to deter the masses.

For a start, it’s video-led discussion only. This involves being confident and bold enough to put your face out there for your mum, your boyfriend, your colleagues to see. Some people have a hard enough time choosing what to wear to leave the house, let alone immortalizing it in a video. Some people can’t stand the sound of their own voice or aren’t as gifted with the spoken words as they are written.

In addition, many people delight in some degree of anonymity, and not necessarily for underhand reasons. Rey Junco, a faculty associate at the Berkman Center for Internet & Society and a contributor of Tell Me More’s “Social Me” series argues the positives of ‘disinhibition’, a phrase that has often been used as an explanation for trolling and was fuelled by John Suller’s 2004 paper, ‘The Online Disinhibition Effect’. For example, anonymity for introvert or timid people can result in personal growth, better personal connections and a chance to get themselves heard without fear of face-to-face confrontation. For many of Junco’s students, such interactions led to better communications offline and more community engagement within the classroom.

So what can we do about the trolls if we can’t banish them?

Trolls can have a huge negative effect within an online community, damaging the sense of trust between users. Chances are you’ll come across one or two in the communities you play a part in, or manage. Dealing with them can be tricky, but a good starting point is a clear and visible set of house rules, and an experienced community manager at the helm.

A seasoned community manager is vital for effectively dealing with disruptive people. Trolls can cause uproar, which in turn will need a hands-on approach to reassure users before calm can be re-established in the community. More importantly, trolls come in many guises and whilst shouty loudmouths can be easier to spot, it’s the more subtle ones that require real skill in damage limitation.

Clear house rules ensure that everyone’s on the same page. There are many ways for users to be disruptive whilst keeping within the guidelines if they’re vague. The last thing you need is an angry troll condemning you for online censorship. Clear house rules also give community managers the power to take decisive action. For example, understand what’s a threat, what’s abuse and what’s best ignored.

It will be interesting to see how sites such as Ticckle deal with their first troll. The founders are right in that video is likely to dissuade trolls – passing yourself off as a legitimate member of community via text is one thing, but video’s a whole different ball game. But we still believe that platforms such as this are likely to restrict themselves to a small, niche community of contributors.

In the meantime, community managers everywhere are still watchful of the first signs of the fateful troll.

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