73% of adult Internet users have witnessed online harassment and 40% have experienced it personally.

The overall results are:

• 60% of Internet users have witnessed offensive name-calling of someone
• 53% have seen attempts to intentionally insult someone
• 25% have seen physical threats against someone
• 24% have witnessed prolonged aggression towards someone
• 19% said they observed sexual aggression towards others
• 18% witnessed bullying (as I translated English word stalked, but see another definition given in the comments and )

Those who personally experienced Internet aggression noted that aggression manifested itself in at least one of the the following forms:

• 27% were called offensive names
• 22% were intentionally insulted
• 8% experienced physical threats
• 8% have been bullied
• 7% have been harassed for a long time
• 6% were sexually assaulted

Introduction

The basis of this publication is an abridged version of the report on the statistical study of violence on the Internet. On the website of the organization that conducted this study, you can also find the full report.

Much has been written about violence on the Internet. For example, you probably read on the same resource about the author and many similar publications on other resources. In this note, I will present the most interesting results of the study and their analysis.

I. Demographic Differences

Female users, aged 18-24, are most often subjected to sexual harassment and aggression.

II. How users react to online harassment

60% of users decided to ignore the facts of aggression, and only 40% took retaliatory steps:

• 47% responded to aggression in a confrontational way (to those who showed it)
• 44% removed such a person from friends or blocked him
• 22% let the management of the resource know about the fact of aggression (or those who deal with such problems on the resource)
• 18% discussed the problem online to get support for themselves
• 13% have changed their username or deleted their user account
• 10% left the forum
• 8% have stopped attending certain events or places in real life
• 5% reported it to the police or similar authorities

Those users who have been hit by the most serious cases of bullying act differently than those who have had a "light" experience of bullying themselves. Those who have been bullied, physically threatened, or sexually assaulted are likely to take several different responses (compared to those who have only experienced abuse).

III. How users rate their experience after being bullied

Users responded like this
14% of those who came under aggression consider this case the most unpleasant
14% - very unpleasant
21% - somewhat unpleasant
30% - a little unpleasant
22% - neutral

Conclusion

(as the analysis of the results of the study and PewResearchCenter has nothing to do with this analysis)

If you look at the data from Part II, you can see that 40% do not ignore aggression and almost half of these people respond to aggression in a confrontational style. That is, such people - about 20% of the total number of Internet users. If the conflict is not stopped or the source of the conflict (the one who shows aggression) is not removed, then, in the worst case, in a few weeks, and in the best case, in a few years, the conflict will grow and no one will remember the source of the conflict. Then it will be too late to act to correct the situation and it will be difficult to correct (if at all possible without much harm), since all parties to the conflict will be similar to each other. You probably yourself know examples of Internet forums that have gone from an interesting resource with interesting topics and people, through continuous conflicts until the forum was closed by the owner.

From my experience as a moderator, I can say that aggression on the Internet is shown by: 1. ordinary people (after a hard day and under the influence of stress); 2. those who have always been like this (for example, offended their classmates at school); 3. political spammers; 4. and, in general, conscious trolls with their goals, whatever they may be. You all know that it is usually advised not to respond to trolls, but in my experience as a moderator, it is best not to respond with aggression to anyone. You never know what happened to a person, suddenly the person did not finish the phrase and you took his post as aggressive. It's better for trolls not to respond at all.

But this does not mean at all that the user of an Internet resource should and can remain alone with those who “scrabble” to him. Pay attention to the answers in the third part. For most Internet users, aggression is unpleasant and they remember this experience. The last paragraph in Part II. testifies to the same. And, if the administration of the resource does nothing about aggressive users, then very soon they will find victims for themselves and will “terrorize” them. Even if the administration stops this, then the user who has fallen under the aggression will most likely have a bad impression, which may influence his decision to continue staying on this resource. In any case, the damage to the resource and the user has already been caused by the very fact of aggression (unless such a form of communication is the purpose of the resource), even if the administration intervened on the fact of aggression.

Therefore, it is better not to bring things to the point of showing noticeable aggression on the resource at all. As for the categories of users 1 and 2, then, often, such users are able to listen to the moderator and can themselves relax the conflict that they have created. That is, they are able to apologize to a person, make him pleasant and resolve the conflict on their own. Users from categories 3 and 4 come to the resource with their own goals and support good relations with other users may not be included in their plans at all. Therefore, the faster you get rid of users of type 3 and 4 on your resource, the less potential danger that they will start to “terrorize” other users.

Don't expect users to turn to moderators themselves and say that they are being bullied, as only 22% decide to do so. These are not even half of the total number of respondents, and they can be driven by different motives. Some of them do not imagine that if they declare aggression (openly or covertly), and the person who shows aggression finds out about it, then he can use this information for further attacks on both the user and the administration of the resource. Some of them are aware of what they are doing and are able to endure all the consequences. There are those who slander others. Therefore, it makes sense for moderators to observe the communication of users themselves and respond to aggression without waiting for complaints from users.

By popular demand...

Aggressio means "attack" in Latin. With your permission, I will not brandish theories and types of aggression here, and so on. You can read about all this by such great authors as Z. Freud, E. Fromm, R. Baron and D. Richardson, K. Lorentz, A. Bandura and others.
Also, I will not (for now) teach how to respond to aggression, because this is a separate big topic.
Let me just say that aggression is an ambiguous thing, to a certain extent it is necessary for a person. It is believed that everyone has a certain "degree" of aggression. Testosterone is associated with aggression at the biochemical level, and alcohol at the biopsychosocial level.

In terms of content, aggressive comments are

- accusing (it's because of you ..., you're to blame ...)
- depreciating (there is nothing to suffer from garbage ... it's all complete nonsense ... well, what kind of problems do people have)
- insulting (fool, hysterical, boorish, ugly)
- forbidding (you must not ..., stop ..., prohibit ...)
etc.

According to the causes (origins) of aggression, we can distinguish:

- a sadistic radical (many people have it; and many do not know how to place it safely, they go with it into society. This includes trolls, for example)
- frustration of some need (obstacle in achieving the goal; aggression is the higher, the more positive expectations from the imminent "saturation" were. For example, a racist comment violates the need for security for the majority of those who read it)
- hierarchy and competition in the group (the closer to the top of the hierarchy, the more aggression; competition can be around any characteristic: mother, woman, successful man, happy man etc. Therefore, there is a lot of aggression in "white-pallet" threads)
- learning (analysis of someone else's aggressive behavior and its consequences, and assimilation to oneself, without a personal need for aggression)
- identification with the aggressor or victim (and then an attack or defense is implemented. This can be clearly seen in posts about mothers and daughters, for example; or about various injuries)
- resentment, guilt, fear
etc.

According to the functions that aggression on the Internet carries

- setting boundaries (including updating old boundaries or invading foreign boundaries. Almost all more or less long threads slide into this: paddle-paddle, paddle-paddle)
- protection (including protection of one's model of the world, ideas, expectations. The most common way of aggressive interaction on the Internet: when this very model, ideas or expectations are not 100% stable, there is a need to protect them by attacking, with "overlapping" the initial injection)
- attempts to complete the gestalt (when aggression "falls" on a trauma or a situation that was not completed in the past, we have the same scenario - for example, a girl who once became a victim of an aggressive older female figure can try to rebuff this figure in all situations, reminiscent of interaction with the "source")
- demonstration of one's strength (takes place preventively in order to prevent a "fight" for borders or status, another option - within the framework of a demonstrative personality)
- destruction in the so-called. "pure form", without obvious reasons (implementation of a sadistic radical or the so-called "death craving". This can be seen in the example of troll comments on posts that do not cause aggression among all other readers)
etc.

Of course, one message can carry several meanings, have several reasons, and functions, of course, too. Also, people often read double and triple messages as aggression - when a person manages to combine opposite meanings or appeals in one message, causing confusion and frustration in the interlocutor. All this compote blows up the brain of an unprepared reader, from which the reader is frustrated and himself falls into a rage.

The aggressive spectrum of emotions can be put on a scale that will look something like this (from the lowest intensity to the highest):

Dissatisfaction - Irritation - Indignation - Resentment - Anger - Anger - Rabies - Rage - Hatred.

Based on my own experience, client experience, observations of forums and individual characters, I can say that aggression on the Internet rarely reaches great intensity. But you still need to take care of your safety during communication, especially when you make contact with a vulnerable spot.

So, how to take care of your safety if you feel, or are afraid to feel, aggression directed at you?

1. Stop communication (this feature allows you to increase control over the situation and is an important element of comfort).
2. Deal with the subconscious desire for humiliation and suffering, if any, and realize in what cases you make contact with this particular "place".
3. Treat an injury.
4. Take responsibility only for your reactions.
5. Take care of your needs directly, and not "roundabout" through other people
6. Work with the boundaries in the part that regulates the excessive removal of personal information.
7. Give yourself time to develop behavior (for complete emotional processing of the stimulus, your reaction, and to return to a state of peace of mind)
8. To develop the ability to withstand the high intensity of emotions, anxiety and arousal that may arise when processing someone else's aggression. Breathe. Count to ten. Remember that the intensity will decrease.
9. Use the space to its fullest. Communicating on the Internet, you have the opportunity to safely experience insecurity, powerlessness, loss of control, any physical sensations associated with aggression directed at you.
10. Raise the level of awareness. What message is contained in the aggressive comment? What emotion did it evoke in you? Why? What do you want to do about it? For what? Etc.

In the comments, I propose to talk about how you coped with the aggression directed at you, how you handled your response to it, what you did. Maybe there will be additions to the text, life hacks, positive experience. Thank you.

Where does online aggression come from?

It is impossible to specify one specific reason that affects the fact that you can often encounter manifestations of aggression on the Web. Of course, the anonymity of the Internet contributes to it to some extent, but is not, however, the only cause of aggression in cyberspace. On the Internet, as a rule, we do not see the true attitude of another person, we do not share his emotions, sometimes we misunderstand the intentions of other people, provoking a sharp exchange of opinions or a quarrel.

Often people on the Internet behave differently than in the real world, it even happens that they are ashamed of what they wrote, or do not admit it. Discussing the causes of aggression on the Web, it is worth mentioning Internet rudeness. This is the behavior of some Internet users who, being on the Web, cease to perceive the prohibitions that are characteristic of face-to-face contacts. “From the point of view of psychologists, the Internet public can be divided into two types. On those who boldly demonstrate the real “I”, and those who try on new masks and roles<...>The saddest thing is that the behavior of both groups maintains a sense of impunity.” According to psychologists, it is the second type that is more common on the Web - amateurs. role playing. The network is a place where it is relatively easy to activate dark sides some people.

Harassment of a person using the Internet is very dangerous, since harmful, compromising or degrading information spreads very quickly and, as a rule, remains on the Web for a long time (or even forever) in the form, for example, of copies on several computers, even after the perpetrator is identified and punished. .

Reasons why online bullies use violence:

• 1) experiencing the joy of victory, arising, for example, from the need to confirm one's position in the group, or create one's image;
• 2) balancing mutual grievances;
• 3) revenge for the humiliation caused, for example, by family troubles, divorce, problems at school or in a peer group;
• 4) attracting the attention of others, a kind of cry for help.

Experts believe that the average period of effective terrorization of the chosen victim by various forms of electronic aggression is three months. After that, cyberbullying usually brings the desired result. main goal people practicing bullying and cyberbullying is to discredit the victim. This is much easier to do on the Web than in the real world, since the materials distributed on it reach a much larger number of people. The forces of the attackers and their victims are unequal. An attacker can rely on the community of Internet users and on the fact that nothing is lost on the Web. Even if he is discovered, and in a few cases punished, his "work" at any time can be continued by others.

Every smartphone owner practically carries his victim in his pocket. Until recently, electronic violence was a limited phenomenon, observed mainly among young people. Today, it is increasingly directed at adults as well, starting to compete with traditional mobbing in the workplace and, even worse, is rapidly spreading and gaining popularity. great importance. Experts believe that "about 28% of adults deal with classic mobbing at work, and more than 8% of people from this group have already encountered various forms of electronic aggression" .

appeared in the world of work new type criminals. The Internet has become a tool that can be used by people at lower levels of the hierarchy professional activity. It is they who most often act as self-proclaimed "avengers". Noteworthy is the fact that their attacks are generally non-targeted, taking the form of taunting and harassing the victim, but are not necessarily detrimental to their career.

In the case of classical mobbing, the situation is different. Its purpose is to create an artificial negative opinion of the group about a certain person in order to at least make it difficult daily work. One of the consequences of such bullying can be the collapse of the career of this person or getting rid of him, often with the tacit consent of the head of the institution.

Electronic aggression is recognized as serious social problem to which we must respond decisively. Cyberbullying has gone from being a sensation to being a problem. Sociologist K. Katzer talks about One-Touch-Mobbing, a bullying style that has a lot of followers among teenagers with smartphones. It is they who most often “take up arms”, wanting to “kick” one of their peers by posting compromising information on the Web. Katzer's research shows that every fourth German youth aged 14 to 18 has already become a victim of such actions. More often we are talking about the usual slander, gossip, insults and compromising photographs. Katzer claims that 20% of victims of bullying experience serious psychological trauma: they lose confidence in themselves, begin to avoid peers, and resort to suicidal acts. "This group includes about half a million people across Germany," says Katzer.

Much has been written about violence on the Internet. For example, you probably read on the same resource about verbal aggression by the author MennyCalavera and many similar publications on other resources. In this note, I will present the most interesting results of the study and their analysis.

I. Demographic Differences

Female users, aged 18-24, are most often subjected to sexual harassment and aggression.

II. How users react to online harassment

60% of users decided to ignore the facts of aggression, and only 40% took retaliatory steps:

• 47% responded to aggression in a confrontational way (to those who showed it)
• 44% removed such a person from friends or blocked him
• 22% let the management of the resource know about the fact of aggression (or those who deal with such problems on the resource)
• 18% discussed the problem online to get support for themselves
• 13% have changed their username or deleted their user account
• 10% left the forum
• 8% have stopped attending certain events or places in real life
• 5% reported it to the police or similar authorities

Those users who have been hit by the most serious cases of bullying act differently than those who have had a "light" experience of bullying themselves. Those who have been bullied, physically threatened, or sexually assaulted are likely to take several different responses (compared to those who have only experienced abuse).

III. How users rate their experience after being bullied

Users responded like this
14% of those who came under aggression consider this case the most unpleasant
14% - very unpleasant
21% - somewhat unpleasant
30% - a little unpleasant
22% - neutral

Conclusion

(as the analysis of the results of the study and PewResearchCenter has nothing to do with this analysis)

If you look at the data from Part II, you can see that 40% do not ignore aggression and almost half of these people respond to aggression in a confrontational style. That is, such people - about 20% of the total number of Internet users. If the conflict is not stopped or the source of the conflict (the one who shows aggression) is not removed, then, in the worst case, in a few weeks, and in the best case, in a few years, the conflict will grow and no one will remember the source of the conflict. Then it will be too late to act to correct the situation and it will be difficult to correct (if at all possible without much harm), since all parties to the conflict will be similar to each other. You probably yourself know examples of Internet forums that have gone from an interesting resource with interesting topics and people, through continuous conflicts until the forum was closed by the owner.

From my experience as a moderator, I can say that aggression on the Internet is shown by: 1. ordinary people (after a hard day and under the influence of stress); 2. those who have always been like this (for example, offended their classmates at school); 3. political spammers; 4. and, in general, conscious trolls with their goals, whatever they may be. You all know that it is usually advised not to respond to trolls, but in my experience as a moderator, it is best not to respond with aggression to anyone. You never know what happened to a person, suddenly the person did not finish the phrase and you took his post as aggressive. It's better for trolls not to respond at all.

But this does not mean at all that the user of an Internet resource should and can remain alone with those who “scrabble” to him. Pay attention to the answers in the third part. For most Internet users, aggression is unpleasant and they remember this experience. The last paragraph in Part II. testifies to the same. And, if the administration of the resource does nothing about aggressive users, then very soon they will find victims for themselves and will “terrorize” them. Even if the administration stops this, then the user who has fallen under the aggression will most likely have a bad impression, which may influence his decision to continue staying on this resource. In any case, the damage to the resource and the user has already been caused by the very fact of aggression (unless such a form of communication is the purpose of the resource), even if the administration intervened on the fact of aggression.

Therefore, it is better not to bring things to the point of showing noticeable aggression on the resource at all. As for the categories of users 1 and 2, then, often, such users are able to listen to the moderator and can themselves relax the conflict that they have created. That is, they are able to apologize to a person, make him pleasant and resolve the conflict on their own. Users from categories 3 and 4 come to the resource with their own goals and maintaining good relations with other users may not be part of their plans at all. Therefore, the faster you get rid of users of type 3 and 4 on your resource, the less potential danger that they will start to “terrorize” other users.

Don't expect users to turn to moderators themselves and say that they are being bullied, as only 22% decide to do so. These are not even half of the total number of respondents, and they can be driven by different motives. Some of them do not imagine that if they declare aggression (openly or covertly), and the person who shows aggression finds out about it, then he can use this information for further attacks on both the user and the administration of the resource. Some of them are aware of what they are doing and are able to endure all the consequences. There are those who slander others. Therefore, it makes sense for moderators to observe the communication of users themselves and respond to aggression without waiting for complaints from users.

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Internet Marketing Short Course from WebEvolution

Andrey Baturin, December 24, 2018

Internet - global Information system which is also a means of communication. Virtual space differs from the real one in many ways, it has its pros and cons. Among the main disadvantages is the fact that there are many more people on the Internet who are ready to show aggression, both covert and overt, than in the real world. Why did it happen, and most importantly - how to behave as an ordinary user and company representative if they encounter an aggressive commentator, how to resist negativity? We answer these questions in this post.

Aggression

- behavior aimed at causing harm or damage to another living being, which has every reason to avoid such treatment with itself (definition by R. Baron, D. Richardson).

Speech aggression

- purposeful communicative action, focused on causing a negative emotional and psychological state (fear, frustration, etc.) in the object of speech influence (definition by K.F. Sedov, Doctor of Philology, psycholinguist).

Why is there so much bullying on the internet?

Such behavior is always intended to offend or intentionally harm an individual, any social group, company or society in general. That is, some Internet users thus express their opposition to an article, author, brand, existing order. But opposition and dissatisfaction in themselves are not reprehensible: everyone is free to express their opinion and defend their position. However, aggression goes beyond these limits. She has an exact direction - to cause harm, to cause emotional, psychological discomfort.

It is due to the desire to overcome the feeling of inferiority experienced by the "author". It must be understood that the aggressor wants to assert himself in this way, to feel superiority over the victim. In the role of the victim is the one to whom such a message is addressed.

Not everyone comes forward with attacks: one person, having stumbled upon even an annoying, infuriating publication, will simply pass by. The other will speak negatively, but without aggression. The third one will show it. Scientists say that behavior depends on many factors: personality, education, upbringing, the influence of others, the media, etc. As we know, statements in response to published content can be very diverse. We will not touch on foul language, dirty curses. There are comments that are no match for indecent and unbridled liberties, but they also look like a deliberate attack, aimed at introducing the addressee into the negative.

Examples show us how difficult it can be to distinguish one from the other:

• In response to the post, the commenter writes: “OOOOOOO, okay, I’ll wash!”, hinting that there is too much water in the material. Yes, this opinion is negative, there are no curses, but the statement of the fact contains a share of aggression.
• "How can I unsee this?" - the subscriber rhetorically asks her friend in response to a photo with her new haircut. There is already aggression, albeit hidden.
• “And we will suffer, at least until spring ...” - the city dweller states the situation with traffic jams due to snowfall, but without aggression.
• “I am surprised that this nonsense was published here. ... well, because for normal (as far as it is possible in our time) people, looking at a review on the comments of not distant people cannot be interesting and not useful. This is not even suitable for killing time, ”it seems that nothing terrible has been written, criticism, but there are also attacks on the post itself, its authors and modern users in general.

It unties the hands of verbal hooligans, mainly anonymity. Are there forums or social media, which either do not involve the registration of subscribers at all, or allow the possibility of creating fake pages, fictional characters. And on behalf of such a "participant" many, without hesitation, leave a variety of abusive and aggressive comments. There are also bots, automated applications that allow you to perform a whole range of actions according to a customized algorithm, from spam mailings to participation in communication.

In such a situation, the norms of public morality are relegated to the background, an atmosphere of permissiveness arises, which is often used for personal base, and sometimes for commercial reasons.

We will look for healthy ideas for improving communication on the Web later, but for now, let's figure out the form in which rudeness, malevolence, cruelty, insults, and negative communication exist.

Forms of Internet aggression

In real life, not only speech is involved in communication. Facial expressions, gestures always contribute their share, eye contact, intonation, speech intensity. In virtual communication, there are fewer means for expressing a message, including an aggressive one. This:

• Text,
• Ways of its outline (underlined, bold type, free use of punctuation marks, capital letters),
• Additional symbols (emoticons, emoji, illustrations, etc.).

Voice and video messages are increasingly beginning to penetrate the Internet, but still, we are still talking only about mediated communication.

Aggression can manifest itself in the form of:

• Swearing, insults;
• Comparisons with animals, body parts, etc.;
• Deliberate interruption of interaction;
• Transition to personalities (negative nomination of communication partners);
• Messages, calls to action;
• Curses, malevolence;
• The use of colloquial or special vocabulary with a negative connotation;
• Rhetorical questions behind which the threat is hidden;
• Indications of incompetence, unprofessionalism.

There are a lot of species, aggression can have any number of manifestations. And almost any of them can be considered a kind of energy vampirism.

Separately, such manifestations are called:

• Trolling - from the English "lure fishing": messages are in the nature of provocation, manipulation, are offensive in nature and are aimed at retaliatory actions, and as a result - at conflict.
• Astroturfing is a malicious communication for which special technical means, applications, programs, services. This includes the use of bots, and the spread of false, duplicate accounts, intrusive adware, often harmful.
• Cyberbullying is Internet bullying, when one object is subjected to deliberately produced and directed aggression from a group of people. The goal is not just to evoke an emotional or psychological response from the victim, but possibly even cause physical harm.

The terrible thing is that now these phenomena are widespread and put on stream. In addition, they often pursue not only the personal goals of the aggressors, but also political, economic, ideological, etc. These same methods become black tools - when hired trolls and custom commentators destroy the victim brand in the eyes of the Internet community. How can people and businesses resist aggression?

Aggressive behavior on the Internet is a social phenomenon that is directly linked to the technological advances of our time. We need ideas that can change the atmosphere of permissiveness, which provokes unceremonious statements. It is necessary to radically change the norms and generally accepted patterns of behavior on various Internet resources, to cultivate a special virtual culture of behavior.

How to achieve this?

1. It must be understood that any platform for communication is a kind of collective. It is worth understanding who the leaders are, what is the composition, whose opinion is authoritative. This is important because everything that happens on the World Wide Web will later resonate with our offline existence.
2. You need to know the target audience: your subscribers, friends, readers, opponents. Yes, everyone has them, not just business communities. The better you know them, the clearer the picture will be: what content and how the public reacts, what language you need to speak with it and what it is better to refrain from. In reality, we assimilate generally accepted norms through visual and verbal signs given by interlocutors. By placing communication in a network space where such signs do not exist or they are not so distinct, we contribute to the fact that the underlying factor that limits our immediate emotions also disappears. Without such public signs, it is difficult to know whether our mannerisms are appropriate in a particular context. The overwhelming percentage of people using social networks draw in their imagination completely different users who actually view their posts. As a rule, we get the impression that Internet users are similar to those around us with whom we are in contact in reality. But a statement that will find understanding among relatives and friends may seem boorish or offensive to someone in the wider Internet space.
3. Control your personal statements and actions. Feelings occupy a far from secondary place in our behavior. Aggressive attacks provoke a chain reaction, and a hopeless situation is obtained. Our rage or malicious irony can set off a whirlwind of negativity, where others will be involved. Awareness of one's own behavior will contribute to making a significant contribution to the formation of norms and rules of behavior in the place of public communication - the Internet.

All of the above does not mean that it is necessary to remove from all kinds of activities a business that makes a profit through online communication. Organizations can also contribute to this common cause.

How to extinguish aggression in the ranks of your subscribers?

1. Website design. Even design is responsible for the quality and characteristics of communications, the types of statements and actions of users! Minor changes in the design of the areas where communication takes place can affect the kind of people who will speak out. Firstly, the design should not be bright and flashy. Secondly, the content should not be provocative, one that involves aggressive attacks. Thirdly, the interface and functionality can and should build obstacles for those who wish to write nasty things. The simplest solution here: moderation of participants, registration of users. These actions are not at all difficult for sites or sites. At the same time, they can reduce the likelihood of negativity, troll invasions, etc.
2. moderation system. Modern users who are accustomed to communicate correctly on the Web choose sites whose moderators actively monitor compliance with the rules and the quality of published content, including user content. There are also resources where helpful comments are highlighted or rated by other registered members. If the moderation system works well, administrators respond sensitively and promptly to non-standard situations and stop any attempts of insults, aggression, users will be grateful to the community.
3. Analytics. It is necessary to use all the opportunities provided by online services to collect and analyze the available information. About users, their characteristics, reactions to content, activity, etc. Having this information can contribute to a more realistic view of the site's audience. Simply put, the administrator will know what to expect from people. This will help minimize the likelihood of humiliating or insulting one visitor to another, causing conflicts.

What to do and what not to do in response to aggression

A person has the right to defend his interests and respond to someone else's aggression. The company has the same right. But the answer must be correct, based on calmness, confidence, respect for subscribers.

With this position, others will begin to react accordingly. It is important to understand that someone else's aggression is the problem of an attacker who allows himself aggressive behavior. If the troll has a need to express negativity, his dissatisfaction, resentment against society, then you, the individual or brand representative, should have a clear understanding that this is not your problem.

From this point of view, the possible response to the attacks of the aggressor becomes clear:

• Rebuff must be given, but in the correct form. Sometimes it seems that ignoring - best tactic, but this is not always the case. It is imperative to delete such statements that dirtyly insult other subscribers, the community, or violate the law. When aggression contains criticism, in any case, you need to respond.
• The response must be prompt and constructive. Reasonable attacks must be reasonably answered. The manipulator must be shown that his maneuver is obvious. It is necessary to strictly mark the line across which the aggressor must not cross. For example, this phrase will help: “observe the rules of courtesy in the discussion, otherwise your comments will be deleted.” Confidence and understanding that conflicts are not acceptable is important.

Remember how not to behave, even if you are desperately provoked to aggression:

1. Respond with rudeness, profanity, rude language, emotional illogical speech, aggressive attacks. This is the reaction that trolls usually rely on: by agreeing to it, you begin to play by their rules.
2. Pretend like nothing happened. If the conflict turned out to be the subject of attention of even several people, they will have to be explained. Try to turn the situation in your favor, be smart, take a sense of humor as an assistant.
3. Leave insults unpunished. In this case, you will prove to be soft-bodied: subscribers will begin to think that aggressive behavior is permissible for everyone.

The study of aggression on the Web is carried out by scientists, lawyers, and community managers. The main thing is that each of us is an Internet user, so cultivate a culture of communication on the Internet, learn to resist aggression, teach this to loved ones, colleagues, and children.

Don't give anyone a chance to hurt you emotionally, put you in psychological discomfort. Remember one more thing: aggression can be hostile and non-hostile. Friendly teasing, witty practical jokes, jokes and irony are often built on manipulation and, to some extent, on aggression. Learn to distinguish one from the other and beat this approach in communication.