Moderating
It happens to all of us who work as forum moderators. A dispute breaks out and we need to resolve it. Sometimes, it does actually get a bit ugly, and I personally tend to lose sleep at this point. There is something about the anonymity of online communication that allows people to be more horrible than they would otherwise. Last week Global Pal got a nasty and it was up to me to sort it out.
I had to do two things at the same time: sort through the hurt feelings to create a sense of resolution and figure out who was saying what to whom and if they were using any additional aliases. The whole thing started with somebody being accused of being a racist. I am sure it is entirely possible to do by hand, but when I moderate forums, I use high end HR software. When problems arise, I am able to track the most frequent writers, what they write about, and certain key phrases that they are likely to use. By doing this on a consistent basis, I have an excellent data base of people who use the forums I moderate. This is important, because if I block somebody for being racist, I am able to identify if any additional posts are aliases of the original writer.
It is relatively easy, you simply create a profile for each of your frequent contributors as you would for an employee. A frequent writer will usually identify personal details such as location, family status, age, profession, and places travelled. Just note them down on their profile. This has really helped me deal with the current conflict, as the original writer did return under an alias and tried to stir up more dissent. My bosses were so pleased with my work, I got a raise.
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