Amy Gahran, of CONTENTIOUS, has written a really good series on Handling Porcupines, Trolls, and Other Online Vermin.
Contrary to popular opinion, the internet is not really about
technology. It’s about people, specifically how people communicate.
In my time on the internet, I’ve encountered just about every kind of
online vermin. At times, I admit, I’ve even participated in the
pestilence. Over the years I’ve learned some useful strategies for
handling conflicts with each of the major online pests. In this series,
I’ll share these tips.