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Secrets of Online Community Management*
*You got any? Heh. Okay, really though... Some thoughtful and concerned citizens of our beloved online community here have raised some questions about how and why users are "banned," to use their terminology. Not to be nitpicky, but we don't use the term "ban." Account suspension is a community management tool that we use only as a last resort, it is not undertaken without communication with the user in question, and it is not meant to be permanent (thus why "ban" is not the right word here). First, let me go through the process, then I'll get to the real question that's been raised. As many of you have related via personal anecdotes in comments, when I see content that constitutes a violation of our Terms of Use, I try to make contact with the user via email. (This is why it is important for the email address in your profile to be accurate and up to date.) I ask the user to edit their content appropriately, or, if, time-wise, it was more prudent for me to edit or delete the content, I explain why. I always ask the user to write back with any questions and to let me know that they've received and understood the email. I keep these emails as a record of our interactions. Account suspension, which blocks a user from accessing her or his account and removes said user's profile and blog from view, is undertaken only after multiple contacts or attempts at contact in reference to multiple violations. When I do this, I write an email explaining that the account will be suspended and why. In that email, I lay out the terms for return: after a cooling-off period, write me an email detailing that you understand our Terms of Use and agree to abide by them, especially the ones whose violation resulted in the suspension in the first place. If a suspended user attempts to return to Bakersfield.com by creating a new account and persona without first agreeing to these terms in writing, those new accounts will be suspended. If a user is allowed to return under these terms but continues to violate the Terms of Use and the terms of their return, the new account will be suspended. Which brings us to the real question: Am I "banning" people because I don't like or agree with their opinions or beliefs? Short answer: No. Absolutely not. As I just said, account suspension is undertaken only after multiple violations and multiple attempts to address the issue with the user via email (except in the case of accounts set up solely to spam users via the "send a message" button). Long answer: Can it appear to users that I am disciplining them in a biased fashion? Yes. Do I think I am? No. Am I doing it on purpose? Absolutely not. But, as I've said again and again, I am one person, with one set of eyes, and this is an admittedly subjective endeavor. I read as much of what is posted on Bakersfield.com's People pages as I can during the workday; on a Monday morning after a busy weekend, it can take half the day to catch up with content, and mornings are always spent going through the night's backlog. But that doesn't mean I can see or find everything. Soon, after I hit "post blog" on this and you start writing comments, I hope you understand that I am not going to see the comments or violation reports you submit at 12:03 tonight until I come in to work tomorrow (work, by the way, which does necessitate doing other duties in between my main duty of monitoring these blogs). And yes, personal experience colors what and how I see just as surely as it does any of you, and I admit that. That is not to say that I am consciously treating people in a differential manner, however--what it means is that I need all of your eyes and beliefs and experiences. I need your emails and your violation reports, telling me about what I might not have seen or might not have understood as a violation. That being said, however, I need to remind you of two things that may seem contradictory. Please don't take my inaction, for whatever amount of time you deem too long, on a matter as tacit approval of said content, but at the same time, don't automatically assume that a violation report will necessarily lead to the action you want taken. Now, since we're talking about assumptions, let me remind you again that you don't necessarily know all that goes on behind the scenes here, and that's by design, to protect your privacy. When I have to suspend an account, I don't announce it on this blog for all to see, because that is a matter between me, as representative of Bakersfield.com, and the user in question. Please don't assume that you know what communications or disciplinary measures had been undertaken previous to the suspension, or that you automatically know why the suspension happened. I understand that even after this post, many of you will still assume that I take disciplinary action against users based on opinion, on content, on bias, rather than because of repeated violations of Terms of Use clauses regarding profanity or personal attacks that were unresolved by personal contact with the offending user. [And yes, if I miss some profanity, tell me about it--my missing it is not a tacit approval, and though I dread nitpicking and have office discussions about the propriety of certain slang terms or even abbreviations common on the web or primetime television, I am following directives from my managers regarding their vision for this site.] As well, some of you have expressed that I have done nothing about particular members of this community despite repeated violations. While not excusing any slippages that may have occurred, I do remind you again that I don't advertise what communicatons or disciplinary actions take place behind the scenes. Some of you today were referencing, for example, offenses made by a user under a previous name, months ago--why do you think that user disappeared for so long, or reappeared using a different name? Was I really doing nothing all this time? I don't mean to get defensive, but I'm just trying to explain a little. Again, I apologize if you think I am biased based on opinions expressed in content. I sincerely try not to be, and I rely on your help, via violation reports and, most important of all, by modeling the behavior you want to see in your neighbors. AudreyB said it best this morning on another blogpost: "Internet blogs have created an interesting social phenomena. Blogs allow people to be aggressive without them actually physically hurting anyone. I wonder if hostile bloggers always felt this rage but managed to suppress it in everyday life. The whole thing makes me wonder how far we've come from the playgrounds of of our childhood when I see the bullying, name calling, and taunting that goes on here under the guise of debate. I've come under my share of attack. In the two and a half years I've been blogging, I've been called, old, stupid, fat, a whore, a female anatomy part and so on. The attacks made me realize that the important thing is to keep on point even when the attacks become personal. It's a sign of success that we (as a group) can continue to talk regardless of the hostility. Sometimes we even listen." Sometimes we even listen. That's my job, to help make this a place where people of diverse opinions can talk and listen and disagree without personal attacks, swearing, namecalling. And we're all building this place together. 85 comments from 22 users
posted by
tchudilowsky
on Jul 24, 2007 at 05:07 PM
posted by
randomfactor
on Jul 24, 2007 at 05:13 PM
posted by
TomW
on Jul 24, 2007 at 05:19 PM
posted by
sagefever
on Jul 24, 2007 at 05:36 PM
posted by
woofwoof
on Jul 24, 2007 at 05:55 PM
posted by
allRED
on Jul 24, 2007 at 05:56 PM
Jason I wrote a large blog about your post but deleted it. Please never Ban, Random, Dusty, Pax, Mattloch, Pete, Robb, Buffoo, Anti, Hardliner. I would be a mute without them. I dont have any friends in here and I prefer it that way. I did like Mocus and Justin. posted by
tonyh
on Jul 24, 2007 at 06:01 PM
Jason, If that's the case, then why are certain bloggers allowed to come back (after a certain amount of time, under a different name) and resume the grief? Why are some allowed to continue, without changing their ways? You may slap some of them on the wrist, but in a few days, their back to business as usual, and you do nothing to interrupt the flow of it. If one sits back and lurks for awhile, It surely looks as though you allow more to go on from one side, than the other. This isn't a blog from San Francisco. Like it or not, it's a blog from Bakersfield. You've been chasing off the MANY, to allow a voice for the FEW. Doing this, isn't changing the popular view, it's only making your News Paper and Blog less popular with the General population in your own market. I've been dealing with young kids for YEARS and I'm a FAIR FANATIC. I definitely understand what fair is, and I'm not seeing it here. You've done an excellent job at rationalizing your actions, but haven't explained, or expressed a desire to change anything. This tells me that you can't even see what you're doing here. That's not a good sign................................ Congratulations, you're killing your own News Paper. posted by
allRED
on Jul 24, 2007 at 06:02 PM
Ps: I thought Steve S. would be a good golf buddy, but since we went to Lake Elisabeth and golfed he hasnt said a word about our time there and I thought we had a great time. I did say something about Scary Mary and that might have cancelled our promise game at Kern City. I'll get over his promise. posted by
allRED
on Jul 24, 2007 at 06:07 PM
posted by
sagefever
on Jul 24, 2007 at 06:18 PM
Be part of the solution , help build this community.Participate. And if we posted by
TomW
on Jul 24, 2007 at 06:19 PM
posted by
CassandraMcGowan
on Jul 24, 2007 at 07:19 PM
posted by
NancyII
on Jul 24, 2007 at 07:25 PM
My apologies for using the word "banned" instead of "suspended." And I do appreciate the "certain person" being suspended. I'm guessing here but it appears he has returned under a new name. Either it's "him" or a copycat. This reminds me of my Lab. She knows not to go to the bathroom in the house but sometimes can't help but "widdle" in the floor. I run her out and don't let her back in for a while. I relent and let her in and she "widdle dribbles" all through the house. Out she goes again. And so on. Where's the story of the alligator and the scorpian at the river? posted by
blognroll
on Jul 24, 2007 at 08:02 PM
All kidding aside, allRED, if you ever change your mind about not wanting any friends here, I would be happy to be your friend. That goes for all of the rest of you too. As long as we don't bring up religion and politics, we will all get along just fine. It's a new behavior for me, but it's working very well. My blog threads are not as heavily visited, but it's a small price to pay for avoiding conflict. Jason, you already know I think you are fair-minded. You shouldn't have to explain your actions. You agonize over every decision, and I've always respected your judgment, even when you've removed content I've posted. posted by
Hardliner4freedom
on Jul 24, 2007 at 10:13 PM
posted by
NancyII
on Jul 24, 2007 at 10:19 PM
posted by
jesushelper
on Jul 24, 2007 at 10:53 PM
Don't worry Jason, these blogs will be mild mannered. Even though most here see only the others fault it is not a fatal flaw, just a As for missing some comments, don’t fret go on vacation, this blog has snitches a plenty and you will soon know who is not being nice or nice enough for them as that is how we mark our turf. posted by
allRED
on Jul 25, 2007 at 04:09 AM
Thanks Blog and Hardliner it was all in fun, MY WAY of Having a Little Fun. Thanks for the RED, Blog Ron. posted by
steveeswenson
on Jul 25, 2007 at 06:38 AM
Just kidding Jason. We won't ban you until I become perfect. And that probably can't happen with my corn ball humor. I didn't know it could be defined until now. Thanks Sage. And Ron, I consider you my friend. I guess we need to go out and play golf again. I really enjoyed our time at Lake Elizabeth. But my golf schedule gets complicated. I've been meaning to play with my next door neighbor since April and we haven't' figured that out yet. So please don't take a lack of a golf game as anything but a scheduling problem. And the boss of my scheduling has this ring I bought for her on her finger. And I can't be banned. I get paid to be this silly. How could I support my golf game? Lastly, I was just thinking on my way to work this morning what a great group of blog posters we have here. Very creative, smart people that entertain me to no end. posted by
NancyII
on Jul 25, 2007 at 06:41 AM
posted by
RaynorSchein
on Jul 25, 2007 at 08:39 AM
As an "observer" for some time, I have been unable to NOT (I tried for sanity's sake) notice the control of these blogs by the denizens of the Liberal Socialist mindset., one which proliferates in our public school system of today. It appears when a new upstart rears his "even slightly to the right of center" head, it will be "Whacka-Moled" instantly by said socialistic psuedo-intellectuals. A sad commentary, not only on the board monitors (whose concession to creative explanation comes in the metaphorical form of "the rantings of a 2 year old") {lame-on Garth} and their employer as an institutional "culture", but our soceity as a whole. posted by
sfinboston52
on Jul 25, 2007 at 08:43 AM
posted by
randomfactor
on Jul 25, 2007 at 08:47 AM
Sorry to disappoint you, Raynor, but I was a Catholic School kid. Got better... . A Brilliant man once noted an unfair tactic for taking over an organization: "to attend all the meetings." That's all the liberal (and moderate) thinkers here have done. Can we help it if "the facts have a liberal bias"? . If you can't support what you write, shouldn't your mole be whacked in the interest of accuracy? posted by
tonyh
on Jul 25, 2007 at 08:51 AM
I posted this blog a month ago http://people.bakersfield.c... Somebody left this http://people.bakersfield.c... as an example why they don't blog here..... The above two comments are proving the point loud and clear. posted by
RaynorSchein
on Jul 25, 2007 at 08:52 AM
Cast a glance in your mirror Random. You have described the "Pogoesque" enemy and it is~~~~~ Guess Who? ;) Did somebody eles say something? Thought I heard "something". In nomine patri, et spiritu~~~~~ posted by
TomW
on Jul 25, 2007 at 08:53 AM
I think everyone on the board is at least slightly to the right of the socialistic pseudo-intellectuals. posted by
sfinboston52
on Jul 25, 2007 at 08:54 AM
posted by
Hardliner4freedom
on Jul 25, 2007 at 08:55 AM
And you just contributed to the poor manners here, Raynor, by lobbing your own hate-filled grenade. Try being a part of the solution, rather than inciting more of the problem. What gets a person thumped on -- at least by me -- is their attitude, not their opinion. Spamcode: FDRTV hahahahahaha P.S. Go ahead. Tell me what my opinions are on everything. I wait with bated breath. posted by
randomfactor
on Jul 25, 2007 at 09:01 AM
Quite so, sf. It *WORKS,* unless the other side cheats and shows up too. . ...Santi, Amen, Raynor. Intro ibo ad altare dei. Ad deum qui laetificat juventutum meum. Never try to out-Latin an old Altar Boy. I learned the Tridentine before I learned the Vatican II mass. . But to reply at your level: I'm rubber and you're glue. posted by
RaynorSchein
on Jul 25, 2007 at 09:02 AM
Hate filled, hardliner? Hmmmmm``````````` Rather than charachterize what I posted as a "hate filled grenade" I would liken it more to a "Bates Motel" Roach Trap. Seems to have done its job posted by
TomW
on Jul 25, 2007 at 09:05 AM
posted by
randomfactor
on Jul 25, 2007 at 09:09 AM
Oh, my. His evil plan worked. He posted something at a discussion forum and people actually *REPLIED TO IT.* For his next feat, he'll dial a phone number at random, and actually induce someone to answer. Such awesome power. He may even ask if the victim's refrigerator is running. posted by
samheath
on Jul 25, 2007 at 09:14 AM
Over the last couple of years I have seen some promising people drop out of the Californian blog site because of mean-spirited persons attacking and insulting them. Despite the “sweetness and light” approach Jason and some others have proposed, this has not prevented some really vile persons from driving away some good people who decided they did not need the grief and stopped posting. Civility should be the overriding, guiding rule throughout, but Jason will recall the early battle I had with some cyber bullies threatening to “wear me down,” that they would keep reposting their insulting remarks faster than I could delete them. This resulted in some changes, and I wrote an article at the time about bullies on the Internet and elsewhere, specifically because of the bullies some were encountering. Then along comes the despicable RKH, and this vile person was allowed to continue his rampage for far too long despite repeated reports of violations. Worse, this person’s vile comments were supposed to be left on a post after being reported until they could be dealt with. Why isn’t the report of a violation sufficient since the offense and offender are contained in that very report? Why should any poster be forced to leave the offending remarks on their post without deleting immediately after reporting the violation? Jason never did answer my question about this. But none of us should have to be forced to allow the violation to remain in the comments to our posts. Some of the worst offenders like RKH will actually stalk persons from post to post just to attack and insult those individuals. This has prevented some people from commenting on the posts of other bloggers, knowing that if they dare comment the stalker will immediately attack them. Because of this, as I have informed some bloggers I will not comment where such insults are allowed to remain or are not reported as a violation. One blogger on the Californian site that I know well did not heed this advice, and now it’s his “tar baby,” and each of his posts is dominated by the attackers and insulters, self-professed “liberals.” The result being he has lost many that would like to contribute their thoughts on his posts but will be attacked immediately for any perceived conservative views. My own advice to those in the Californian blogging “community” is to not engage those whose only motive in commenting on a post is to attack and insult you. A tit-for-tat trading of insults is a lose/lose situation. This was the real mistake made by Justincase. I hope he will be coming back, but over time, most of us have learned who the people are that only comment in order to attack and insult you. A few deletes and they eventually go away and leave you alone on your own posts. Unhappily, some of these will use your comments on other posts to stalk and attack. But for the newcomers who have not learned their way around the Californian site, that have not learned about who to delete, many of these will continue to be lost as a result of not knowing how to deal with the few whose only purpose in commenting is to attack and insult, whether by the vile remarks of a RKH or those who insult through pretentiousness, patronization, and condescension. posted by
Hardliner4freedom
on Jul 25, 2007 at 09:14 AM
posted by
sfinboston52
on Jul 25, 2007 at 09:22 AM
posted by
sagefever
on Jul 25, 2007 at 09:22 AM
posted by
TomW
on Jul 25, 2007 at 09:27 AM
As for myself, I welcome a challenge. I enjoyed the back and for with Justin and have enjoyed the occasional back and forth with others here. I've been corrected on my facts by both liberals and conservatives and consider it a learning experience. Of course, no one has ever beat up on me too much because I tend to ignore the jokers on both sides (like Mocus and Panfilo) and when I'm corrected on facts, I don't take it personally. posted by
RaynorSchein
on Jul 25, 2007 at 09:27 AM
"Ad Deum qui laetificat juventutem meam. To God Who gives joy to my youth ." (roughly) Brings back memories of being at the foot of the altar. I was also an altar boy Randomfactor. BTW, I will, over the course of time, provide factual proof (real world examples at any rate) of the things I post. Can you say the same? Res Ipsa Loquitor In nomine, patri~~~~~~~~~~ (spectacles,,,,,,, you know the drill) ;)
posted by
RaynorSchein
on Jul 25, 2007 at 09:35 AM
"As for myself, I welcome a challenge. I enjoyed the back and for with Justin and have enjoyed the occasional back and forth with others here. I've been corrected on my facts by both liberals and conservatives and consider it a learning experience. Of course, no one has ever beat up on me too much because I tend to ignore the jokers on both sides (like Mocus and Panfilo) and when I'm corrected on facts, I don't take it personally" As "Anti-WhackaMole" a posting as I have ever come across Kudos~~~~~~~~~ posted by
randomfactor
on Jul 25, 2007 at 09:35 AM
Of course I can. But "real world examples" all too often mean "anecdotal evidence" and not proof. By the way, it's "loquitur." Voremus, ite, missa est. posted by
sfinboston52
on Jul 25, 2007 at 09:35 AM
posted by
randomfactor
on Jul 25, 2007 at 09:37 AM
And finally on our Pangaea Newscast: environmental activists today protested the opening of the new iridium-fueled reactor, saying that if it were to blow up, only mammals and cockroaches would survive... . Not sure I want to see what would evolve from Keith Richards and Cher... posted by
samheath
on Jul 25, 2007 at 09:37 AM
RaynorSchein; that looks like the "Shopkeeper" model of the Birdshead Colt. Fitted nicely in your hand, but prone to malfunction due to poor internal design as a double-action.
posted by
sagefever
on Jul 25, 2007 at 09:43 AM
posted by
AnonCon
on Jul 25, 2007 at 09:46 AM
As a proud member of the "denizens of the Liberal Socialist mindset" - although not much of a Socialist - I think you are doing an excellent job Jason. I personally am getting tired of the "He did it too, why don't you ban him?" comments that have been on here lately - get over it. If you know what the poster is like and that he/she is just trying to provoke you just don't read their comments. How simple is that?
posted by
TomW
on Jul 25, 2007 at 09:48 AM
posted by
RaynorSchein
on Jul 25, 2007 at 09:49 AM
OK eagle eye Sam. <big smile> I can sense a connisseur a couple a gulches off~~~~~~~~~~~ <grin agin'> It is the Baretta Stampede with birdshead grip. I wasn't aware of the double action version and the history but just think it is a beautiful little piece. They used to have one at 2nd Amendment (can you say that on here?) LOL! posted by
RaynorSchein
on Jul 25, 2007 at 09:55 AM
"Not sure I want to see what would evolve from Keith Richards and Cher..." Dennis Kucinich? Tommy Thompson? Come on now, that's funny! <in best Larry Cable guy persona> posted by
lovelyday
on Jul 25, 2007 at 09:58 AM
Sam’s last piece was inspiring and well aimed at those who would abuse the blog and he reassured all of us that he never abuses the blog, and his comments are more sacred than scripture, and I agree. Before having the fortuitous pleasure of reading Sam’s extensive bogs, I was not aware of the dangerous and threatening the ACLU, Mexicans, and other undesirable are to the survival of our country as we know it. Yes, these revolving despicable blogger such as RKH whose vile venom has no boundaries and he dare to violate our rights, and despite many warning that our conservative rights were being violated nothing was done, however, this is how liberals work, they want to not only remove us, but make light of the important issues we conservative present, not to insult, but to educate. Sam also gives very good advice to the new bloggers who need to know that their comment will be heard or not heard depending not a liberal or conservative point of view but on the successful mastery of the delete button. It is our responsibility to report those who violate the blog and it is our responsibility to keep reporting these violators until they are either banned or change their views to a more acceptable conservative outlook. posted by
RaynorSchein
on Jul 25, 2007 at 10:11 AM
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