The document discusses strategies for dealing with verbal critics and trolls online. It defines trolls as those who provoke and sow discord for pleasure. Psychological theories are presented for why trolls behave this way, such as seeking attention. Tactics used by trolls include personal insults and threats. The document recommends remaining calm, ignoring trolls, establishing clear commenting rules, and deleting inappropriate comments if needed. Case studies provide examples of turning critics into allies through respectful engagement.