od przeszÅ‚o roku walczymy z “cyberstalkingiem”… nie powiem, nie jest lekko i nadal nie widać koÅ„ca. WprowadziliÅ›my mechanizmy (nie powiem jakie, z oczywistych powodów), wyczuliliÅ›my siÄ™ na różne formy tworzonych treÅ›ci i generalnie nie wiele siÄ™ zmienia… CaÅ‚a historia Pana Adama byÅ‚a dziÅ› Å›wietnie przedstawiona w Dużym Formacie (Gazeta Wyborcza), nawet podesÅ‚aÅ‚ mi ktoÅ› link do skanów . Nie bÄ™dÄ™ siÄ™ wiÄ™c na niej skupiaÅ‚. ChciaÅ‚ym jednak nawiÄ…zać do słów które mi zacytowano – choć nie brzmiaÅ‚y dokÅ‚adnie tak ale to taki tam szczegół.

Mianowicie, w zacytowanym w artykule fragmencie zasugerowaÅ‚em, że sÄ…d powinien zabronić takim osobom (tym które kogoÅ› stalkujÄ…) dostÄ™pu do internetu. MiaÅ‚em tu oczywiÅ›cie na myÅ›li sÄ…dowy zakaz dostÄ™pu do usÅ‚ug internetowych danego serwisu. PiszÄ™ o tym, bo brzmi to strasznie dziwnie, niepoważnie wrÄ™cz. Przecież nikt nikomu nie zabroni tego by nie korzystaÅ‚ z jakiegoÅ› serwisu. No to jest oczywiste i …. i wÅ‚aÅ›nie dlatego chciaÅ‚bym taki zakaz… już tÅ‚umaczÄ™ dlaczego.

W tej chwili można powiedzieć że powyższy przypadek choć na goldenie raptem ponad rok to ogólnie trwa 5 lat. Mimo tego i caÅ‚ej masy materiałów dowodowych które pojawiajÄ… siÄ™ każdego dnia gdyż Pani Marta Popiel nie próżnuje i kiedy może to zatruwa życie Panu Adamowi – sprawa nie zostaÅ‚a rozwiÄ…zana. SÅ‚yszaÅ‚em nawet tekst “nic z tego bo brak dowodów”…. Co wiÄ™cej, nawet policja mówi że to raptem “wykroczenie” a nie przestÄ™pstwo….

A wiecie co jest przestÄ™pstwem? Nie jestem prawnikiem ale z tego co wiem to zÅ‚amanie zakazu sÄ…dowego JEST bezsprzecznym zÅ‚amaniem prawa.. StÄ…d moja teoria że powinno siÄ™ wprowadzić sÄ…dowy zakaz dostÄ™pu do usÅ‚ug Å›wiadczonych przez wybrane – zwiÄ…zane z danÄ… sprawÄ… – firmy. Po to by zostaÅ‚ on zÅ‚amany i staÅ‚ siÄ™ 100% wyrokiem.

DziÄ™ki uprzejmoÅ›ci Maćka Budzicha z Mediafun.pl nagranie z 34 Auli z mojego “przedstawienia” (^^) zatytuÅ‚owanego “Jak przetrwać trudne chwile w pracy z internetowymi spoÅ‚ecznoÅ›ciami”.

Drugi temat równie przyjemny. Otóż po bardzo dÅ‚ugim czasie moja książeczka trafiÅ‚a do sprzedaży. Książka ” Serwisy spoÅ‚ecznoÅ›ciowe. Budowa, administracja i moderacja” to książka która krok po kroku pomoże Wam wybrać technologiÄ™ do Waszego serwisu (z dostÄ™pnych open source’owych systemów) a nastÄ™pnie skonfigurować i…… poprowadzić ;) O ile tÄ™ część przed kropkami napisaÅ‚ PaweÅ‚ Frankowski znany już ze swoich Å›wietnych pozycji dotyczÄ…cych cms’u Joomla o tyle tÄ™ “po” napisaÅ‚em ja.

RozdziaÅ‚ “Odnajdź w sobie moderatora” to wiedza w piguÅ‚ce dotyczÄ…ca moderacji i komunikacji z użytkownikami. MyÅ›lÄ™ że każdy kto dopiero zaczyna swojÄ… przygodÄ™ – jak i Ci którzy już coÅ› wiedzÄ… – znajdÄ… tam coÅ› wartoÅ›ciowego dla siebie co bÄ™dÄ… mogli od razu wykorzystać w praktyce. Ciężko mi oceniać ale w zwiÄ…zku z tym że w przeciÄ…gu chyba 2 tygodni od wydania ksiażka trafiÅ‚Ä… na 5 miejsce listy bestsellerów Helionu myÅ›lÄ™ że warto siÄ™ pokusić i zerknąć ;)

Zaznaczam też że jest to dla mnie pierwsza tego typu publikacja. Oznacza to że bardzo ważne jest dla mnei co sądzicie o tym co napisałem, jak napisałem i co Wam się udało z tym zrobić. Dzięki temu będę wiedział co poprawić i w jakim kierunku iść w następnej już układanej w mojej głowie książce która będzie się skupiała w całości na tym na czym polega moja praca.

so anyway, that’s finished. No more trying to make this blog something it’s not. Blogging is blogging, nothing more, nothing less.

so today I want to share with you one of the most exciting part of every community managers job. Dealing with Hate. We all know that part of CM work is moderation and communication so basically trying to make sure that everyone in the community will follow the rules… and that means that sometimes we have to talk to people who are not really cool with our ToS, Rules etc. Let’s be honest, people don’t like to be told that they are doing something against some “rules”. And then the “hate” shows up.

What is hate? In case of this “post” I understand hate as a feeling that shows the community manager that something wasn’t explained in a good way so our user is confused and he’s not sure how should he respond. The easiest way – the one controlled by emotions – is to flame the CM. How can you flame the CM? By calling him names, by trying publicly to show how f**** up he is, by being rude, by deleting your acc and asking others to do so, by calling him on his priv cellphone, sending anonymous letters with “I’ll kill you” message in them… there is a lot of ways to flame, but hey! i don’t want to give you any stupid ideas… so let’s go on.

What is hate again? Let’s focus on understanding HATE as a sign. Sign of misunderstanding. In case of dealing with hate I like to generalize – which I hate to do in every other case. I generalize by stating that every single person on this planet is a good person inside. Really. I mean we are all here to live, we have different visions, different ways of expressing our feelings, different everything. But deep inside we are all good people. In some cases deep deep deep deep down but still…

Assuming that everyone is a good person when someone says “I hate you u !@*$!)@$*!@)# CM” I think “oh gosh, I made him feel like crap and now he’s confused and not sure how to act so he’s saying all these bad words“… then – depending on what he said of course, I’m not an idiot – I’m trying to find where did I go wrong? – communication always goes 2 ways – and I’m thinking how can I fix this, how can I tell him that I’m sorry that he feels this way and that if we talked more then we could probably find a way of understanding…

OK so I think I told you pretty much what I think, now let’s make sure you’ll understand it right so you won’t hate me.
Case Studies : The one with the Spam.

Scenario: A new user finds out that our community is a very cool place where more than 460 000 people  – yeah, GoldenLine is that BIG – with full name and surname interested in self development, business, career etc with average age of 30, sharing their experiences, gaining some new, meeting new people, networking. So he thinks – hey! this is the coolest place ever to tell people about my business, I shall go and spam so they’ll now about me.

And there he goes, he names himself as “Axel F.” and starts to send random people mails with link to his website. Let’s say he sent like 347 priv messages and about 200 forum topics on random groups – not connected with the kind of business he has (example: Topic about Cars on the forum about Healthy food).

And BAM! Someone reports him, I get his ID, home address, size of his shoe… OK, I went too far. Let’s just say I get the link to his profile and his topics. Let’s say I won’t delete him – as I should, I mean the guy is a bad-ass, he broke like dozens of rules we have – I will just delete the spam and send him a mail with the info that he shouldn’t do that as it’s against the rules. What will happen next? He will go mad! – of course we assume he will, maybe he won’t but let’s think about first option for sake of this case – he will say that he didn’t do anything wrong, he just tried to advertise, call you names etc. Now from my observations of flames I know that a lot of people will try to explain him that he broke the rules, and he shouldn’t have done it etc. and just try to explain their selves. That would probably work but “probably” is not good enough if you want to be good in what you’re doing….

In this case someone came to your community assuming that this community is great. You know that and you should use that knowledge as this small tiny thing is something you both believe in so you can use it to get his trust. So what you should do is firstly feel sorry that you made him feel this way. Then you should feel like he’s a baby and you’re hmmm some more mature person :) Then you should tell him – and mean it – that you understand what he tried to do but also you’re here long enough to know that this place is sooooo coool – your common ground – because people didn’t do what he wanted the way he did, if they did this place would be crap and no one would get any value from that. Simple as it is. And what’s more not even for a sec in this response of yours you didn’t judge the spammer directly. You just showed him that his actions were not good even if he had good intentions. So in the end he will probably feel like a crap but in the way that will let you sleep well. And that my friend is what I call professionality.

:)

so……..it works the same way for every single market and it works the same for the Internet. You are searching for an empty space that can be filled with your product. And it works, it really does. Problem is though, sometimes you are filling more than you think. And that’s what happened in case of GoldenLine.pl, place where I work.

GoldenLine.pl was supposed to be this great place with no annonimity for people focused on self developement, business networking, career oportunities etc. Something close to LinkedIn but with actuall life attached. And that was great, well it still is. The thing is in the time GoldenLine started to live and grow there was another empty space in Polish Internet.

We had this Grono.net site. Not sure how to make it clear why I don’t really like this place… let’s just say it’s filled with “y0 m4n iz g0t the intern3tz, yo man wanna chat?” etc. No place for mature person – well, if you’re into bdsm or a troll yourself maybe it’s a place for you. So pretty much it’s like a MySpace but worse.

Because of that there was actualy no place where people could talk about everything (hobbies, passions, interests or even flirt) without kids running around or anonymous nicks with avatars… and they found GoldenLine… as every one works they quickly filled up their profiles with names, surnames and even job positions and….started to flirt with one and another ;)

and that’s cool with me, I know people have something called “private life” and they like to talk about it :)

problem is that first group which was/is basicly our MAIN target is not too happy with that second group – which turned out to be our target too…

my task is to manage their relation… sounds fascinating right? yes, it’s fascinating :) And that’s my task for 2009. What’s yours?