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The best way to know how ones online business is doing is by allowing customers to leave feedback.  Many businesses are incorporating blogs into their web sites to not only disseminate information but to also engage with their customers.  While the gain is knowledge in what works and what needs to be fixed, the downside is the opening up of the floodgates known as spamming and trolling.

Spam

Spam is defined at the sending of unsolicited bulk messages.  This form of abuse can take place in a forum, Usenet newsgroup, wiki, instant messaging program, e-mail or blog.  The messages sent usually have no tie-in or bearing on the conversation at the time and quite often are used to sell a product or service.  The costs of such unrequested messaging is one that is borne by the web site owners and ISPs (Internet Service Providers).  Fortunately, the growing trend has been to prosecute those found guilty of spamming online entities.

Troll

In the same vein but not for the same reasons, trolls are those who actively participate in online conversations with the sole purpose of creating controversy.  Trolls will purposely leave off-topic and inflammatory comments in the hopes of invoking an emotional response and thereby completely disrupting the conversation.  In its most basic form, trolling is simply a form of harassment.

Prevention

For the prevention of e-mail spam, many experts suggest a number of tips.  The first of these is creating an alias email address that can be replaced when needed.  This e-mail address can be listed out on public web sites and, should it become compromised, tossed and replaced with a new alias.  Never use the “unsubscribe” link that is quite often offered within spam e-mails.  These links are used to authenticate e-mail addresses and will ensure further spam will ensue.

To effectively prevent spam or trolls from infiltrating a web site, many web site software programs used for online communications will often come equipped with spam filtering or “comment jailing”.  A great example is WordPress.  This blogging program will allow web site owners to set all comments to being placed in a monitoring pool.  Once the owner has perused the comments recently left, they can be either approved or be marked as spam.  WordPress also allows web site owners to see the IP addresses used by spammers – great for reporting issues to ISPs should the need arise.

“Do not feed the trolls” is a phrase often used when faced with trolling behavior.  Basically, if the troll is ignored, they will eventually give up and move on.  However, if the behavior is having a negative effect on a web site and needs to be placed under control immediately, the use of post or comment moderating that is standard with most blog, bulletin board and other online communications programs should allow a web site owner to quickly and efficiently get things back under control.

Final Thoughts

The bottom line is that with a business web site that is geared toward communicating with its customers, spam and trolling will occur.  A bit of prevention and a lot of monitoring will go a long way to ensuring the issues do not get out of hand.