Happy Community Manager Appreciation Day everyone! Great reading for all community managers from zesyra, on how to deal with trolls:
Trolls are nasty little things that live in the internet. Once upon a time, before I started working as a CM, I even was a troll myself. And oh how I enjoyed it!
This is a small guide about how to communicate with difficult users and how to work with them. A user like this may be a burden at the beginning, but if you’re working with and not against them, they will become important members of your community that give constructive feedback and suggestions.