When to Ban Your Most Active Members

The Community Manager’s Dilemma

Community managers face one of the hardest paradoxes in digital spaces: sometimes your most active member—the one boosting engagement metrics—is also the person quietly poisoning the culture. Unlike dealing with a random troll, this isn’t a quick delete-and-move-on scenario. It’s a high-stakes decision that can shape the future of the entire community. Ban them too quickly, and you risk backlash. Do nothing, and the silent majority may disengage and leave. Either choice carries weight (Harvard Business Review, CMX).

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Spotting the Toxic Power User

Not every intense or outspoken member is toxic. Some are simply passionate or raising real concerns. But toxic users have a distinct pattern. They often:

• Disregard boundaries—pushing rules, bending norms, and refusing limits (Psychology Today).

• Manipulate others—using people as pawns or twisting facts to serve their agenda.

• Need to be right—never admitting fault, projecting blame, and denying other perspectives.

• Play the victim—casting themselves as wronged whenever challenged.

• Create an “us vs. them” dynamic—fueling division and building cliques.

• Rule by fear—threatening or ostracizing those who disagree (Forbes, Khoros).

Left unchecked, these users drain the manager’s time, damage the brand’s reputation, and most importantly, drive away the quiet majority who just want a safe, constructive space (McKinsey).