Abuse is killing the social web, and hence it isn’t peripheral to internet business models — it’s central. It has significant chilling effects: given a tipping point, people will simply stop using a network, and walk away…and that appears to be what’s happening with Twitter. Abuse is just as central to tech that connects people as selling beef that isn’t contaminated with salmonella is to an industry that feeds people. For the simple fact is that no one wants to spend their life being shouted at by people they’ll never meet who are angry not at them but at the world for things they barely even said to people they barely even know.
This problem is not unique to any given social network. The real problem is us, the humans that use social media. Some clearly find joy in imposing their world view on others to the point of abuse. Many cannot stand the thought of their world view being challenged, much less be wrong. Lots and lots of squabbling is the result.
What really happens on Twitter these days? People have self-sorted into cliques, little in-groups, tribes. The purpose of tribes is to defend their beliefs, their ways, their customs, their culture — their ways of seeing the world. The digital world is separated into “ists” — it doesn’t matter what, really, economists, mens-rightists, leftists, rightists — and those “ists” place their “ism” before and above all, because it is their organizing belief, the very faith that has brought them together in the first place. Hence, to them, it’s the totem to which everyone, including you, must pay homage, and if you dare not to bow down before it…or worse still to challenge it…well, then the faithful will do what they must to defend their gods. They will declare a crusade against you.
This problem is not unique to Twitter. It’s a problem on any social network with any sort of critical mass. I’ve seen this cycle play out over and over again across many services and several decades. It also happens in person, but there is one thing we get in face-to-face interactions: social cues that have evolved over many centuries. Social cues that a particular sort of behavior is not acceptable. People will either knock it off or suddenly find themselves without many friends, sorting into the same kind of tribes we see and decry on social media.
Humanity hasn't been able to come up with better solutions to these problems in millennia. What makes us think the socially inept folks that develop the social web can solve these problems? Even so, those very same social cues we rely on in face-to-face conversations should have social web analogs and, at the very least, those cues can be developed and refined.
Bottom line, this is not a social web problem, it's a human problem.