Jatra Community
Jatra Community

  • How should I deal with trolls and negativity in my community?

    Thomas Browne

    Member

    Updated: Apr 15, 2025
    Views: 23

    Our community has grown fast over the last few months. While that’s exciting, it’s also brought challenges - especially dealing with trolls and rising negativity.

    The tricky part? Some of our most active members, who regularly contribute and help others, have started showing toxic behavior; like making fun of new members or being sarcastic.

    They’re not full-time trolls, but their comments often hurt the vibe.

    We do have clear community rules and guidelines, and our team spends a lot of time moderating. But we’re unsure where to draw the line - are we over-moderating?

    Would love your thoughts: How do you handle community members who are helpful but occasionally toxic?

    2
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Replies

  • Kaustubh Katdare

    Founder • 19h

    This is a situation many growing communities face. When helpful members turn toxic, it gets tricky.

    The best way to deal with negativity and trolls in your community is to implement gradual warning system: 1. Private communication 2. Defining Clear Boundaries and 3. Gradual Escalation.

    Here's an approach we have successfully implemented across all our communities to manage negativity and address problematic behavior -

    1. If the member exists only to add negativity to the community through spam, tolling and harmful conduct, we ban them immediately. It's always a permanent ban

    2. If the member is an occasional troller, we implement gradual warning system.

    Gradual Warning System

    There are three key pillars of gradual warning system to keep the harmful conduct in check.

    1. Private Communication: Connect with the member through private messaging or email and have a friendly talk. Make them aware of how their behavior is affecting the community environment. This is the most effective method that will control 90% of occasional trollers.

    2. Defining Clear Boundaries: Ensure that your community has transparent set of rules and usage policy for the community. Make sure that the guidelines you have put in place are straigtforward and are read by each member.

    3. Gradual Escalation: Follow the pattern - Friendly Warning -> Mild Warning -> Temporary Ban -> Permanent Ban. If the user is a repeat offender, it's better to give them a chance to improve their behavior. Each stage filters out tollers and spammers. In one of the largest communities (460,000+ members), our permanent ban is < 0.01%

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