Managing deviant behavior in online groups

by John Suler, Ph.D.

(Page 49 of 53)

SNERT... That's what they call the real trouble-makers of cyberspace. Attributed by some to Kurt Vonnegut, the term stands for “snot-nosed Eros-ridden teenager.” It concisely captures much of what many cyberspace deviants are all about. They thumb their impudent noses at authority figures and smear their ooze of discontent all over themselves and others. Frustrated drives seeking an outlet may fuel their misconduct - frustrated aggressive drives as well as sexual ones. They often are adolescents. If they aren't, then they are regressed adults acting like adolescents. In some communities, the term “snert” broadens to include any acting out, annoying, disruptive user.

The title of this article also suggests that they are males. Of course, there are bad girls in cyberspace too, but they do seem to be outnumbered by the males. Why? Maybe males - especially teenage males - have a more difficult time restraining or constructively expressing their Eros-ridden nature (i.e., they aren't as mature). Maybe they tend to be a bit lacking in the compassion and interpersonal sensitivity that's needed to realize how other users aren't Donkey Kong targets, but real people. Maybe there simply are more male users out there on the internet.

The purpose of this article is to explore deviant behavior in a multimedia chat community and strategies for dealing with that behavior. The observations here come from my early field research on the Palace communities - especially the communities at the server sites that were run by The Palace Incorporated (TPI), which later merged with Electric Communities (EC). A very large majority of the people I've met there have been pleasant, thoughtful, and helpful. However, like all online communities, snerts and other deviant types wiggle their way in. In some cases the misbehavior at the Palace will be similar to other online groups, in some cases different. There are universal forms of deviance that will be recognized anywhere on the internet, as well as specific forms that are unique to each community.

Almost all the techniques for handling misbehaving users that I mention in this article were discussed or implemented by the TPI officials and the volunteer managers of the sites known as “wizards” (see the article about wizards). As old-timers with a lot of experience and some special powers that other users don't have, wizards are the experts at this task of maintaining order in the community. Their devotion and insight is to be admired. This article is dedicated to them. At times, the techniques I am suggesting can be applied by any user, wizard or not. At other times, I focus specifically on intervention strategies for wizards.

It's All Relative... or Not

Two factors will account for the universal and specific types of deviance - one technical, one social. Every chat community is built upon a unique software infrastructure that offers unique technical features for how people experience the environment and interact with each other. Misbehaving users will find a unique way to abuse almost any unique feature you offer them. If you build it, some will exploit it. For example, in the world of multimedia chat, snerts can use sounds and visual images to harass others, which would be impossible in text-only environments like IRC or AOL.

The social factor may be partially or completely independent of the technical aspects of the environment. Every culture and subculture has its own standards about what is acceptable and unacceptable behavior. According to the theory of “cultural relativity,” what is considered normal behavior in one culture may not be considered normal in another, and vice versa. A particular type of “deviance” that is despised in one chat community may be a central organizing theme in another. For example, at the TPI/EC Palace sites, taking and wearing someone else's avatar (see avatar article) is akin to stealing their identity, while at non-TPI sites (e.g., servers purchased and run by individuals) it may be the game people love to play. Standards may be generally more restrictive in one community as compared to others. At the Welcome site, where new and often naive Palace users arrive for the first time, the rules about wearing inappropriately sexy avatars are much more strictly enforced than at the Mansion site, where the more experienced members hang out. Some critics have even suggested that the people at Mansion have become so desensitized and caught up in the “let people do their thing” philosophy that they don't see the smuttiness as an outsider would. Even though Palace is one client/server chat program, PalaceSpace consists of hundreds of different communities, each being culturally unique, each with its own values and standards.

Many Palace sites are privately owned. Some are commercial. This distinction can have an important impact on the deviance that is permitted. Some owners of private sites have strict policies about misbehaving users. Get out of line, and you quickly are booted from the community. The overseers of the site are more concerned about the congeniality and integrity of the community than about the rights or psyche of the ill-behaved user. At some commercially owned sites, there may be more leeway. The business depends on sales, so a “customer is always right” philosophy may lead to a greater tolerance of impoliteness and mischief. Booting someone from the site may be viewed as the measure of last resort. After all, snerts do buy, like anyone else. Of course, if they get too snertish, they may drive off other potential customers. So, ultimately, it's a delicate balancing act between maintaining a congenial community where strict rules weed out the snerts, and a “customer's always right” attitude that encourages sales. It's a business. It's a community. It's a business AND a community!

It's also important to remember that the large majority of chat communities are a leisure activity for most people - i.e., the community and all that is happening there is entertainment in the form of a recapitulation of the “real world.” Deviant behavior may be a disruptive turnoff to some people, but for others it is part of the show.

The strategies for managing deviant behavior also can be classified according to the “technical” and “social” dimensions. At the Palace, software features such as the ability to mute, pin, kill, and gag were specifically designed to help members and wizards deal with annoying visitors. The more social interventions require interpersonal skills. How do you talk to a misbehaving adolescent, or an adult acting like one? That's the issue. In fact, the technical solutions alone are insufficient. Without a psychologically sophisticated person knowing when and how to use those tools, they may be applied inappropriately and thereby become just another form of abuse. What strategies are used - and how - will vary according to the culture.

Getting Known Through Anonymity

Much has been said lately about how anonymity on the internet “disinhibits” people. Feeling relatively safe with their real-world identity hidden, they say and do things they otherwise wouldn't normally say or do in “real life.” In some cases, that seems to be a good thing. People may be more honest, open, generous, and helpful. In other cases, however, the nasty side of a person gets unleased. Hence the snert.

I'd like to give a slightly different spin to this “disinhibition through anonymity” concept. My basic premise is this: NO ONE WANTS TO BE COMPLETELY ANONYMOUS. No one wants to be totally invisible, with no name or identity or presence or interpersonal impact at all. Everyone wants and needs to express some aspect of who they are, to have others acknowledge and react to some aspect of their identity. In some cases, it's a benign feature of who you are. In some cases, not. Anonymity on the internet allows people to set aside some aspects of their identity in order to safely express others. Snerts need someone to react to and affirm their offensive behavior. This need is a bit different than simply catharting their frustrated drives, as the “eros-ridden” idea suggests. Snerts are trying to express some unresolved and warded-off feature of their troubled identity in an (often desperate) attempt to have it acknowledged. Unfortunately, they do it in a way that abuses other people. Under ideal conditions, they may be able to accept and work through those inner feelings and self-concepts that torture them. If not, they will continue to vent that ooze through their online snert identities, while safely dissociating it from their “real world” identity.

Does greater anonymity result in greater deviance? It's an interesting question. Because greater anonymity usually is associated with less accountability for one's actions, the answer would seem to be “yes.” In the world of Palace, new users must register (pay) for the software before they can permanently acquire the ability to give themselves names and create custom avatars. Until then, their name is a number (“Guest 232”) and their avatar a generic smiley face. The greater anonymity for guests does seem to result in their misbehaving more often than members. But members misbehave too. So there are other factors at work.

The higher prevalence of misbehavior among anonymous users may be more than just a “disinhibiting” effect. Rather than the anonymity simply “releasing” the nasty side of a person, the person may experience the anonymity - the lack of an identity - as toxic. Feeling frustrated about not being known or having a place in the group, the new user acts out that frustration in an antisocial manner. They need to feel that they have SOME kind of impact on others. It's not unlike the ignored child who starts acting “bad” in order to acquire attention from the parent, even if it's scolding and punishment. The squeakiest wheel. Humans, being humans, will almost always choose a connection to others over no connection at all, even if that connection is a negative one. Some snert guests may think (perhaps unconsciously) that their misbehavior is a justified retaliation against a community that they feel has stripped away their identity and alienated them. They reject because they feel rejected.

In rare cases, people who are well known in the community - even wizards and others of high status - may become the trouble-makers. Social psychology has demonstrated that people with power and status often have “idiosyncrasy credit” - they are given a bit more leeway in violating some of the less critical rules of the community. But they are not permitted to break the major rules - especially the rules that protect the integrity of the higher status group. For example, wizards may get away with wearing avatars that are not entirely appropriate, but giving the wizard password to an non-wizard cannot be forgiven. People are ousted from the wizard group for such offenses.

Ain't Misbehaving: The Lower End of Deviance

Deviant behavior occurs along a continuum from mild to severe. The most severe types probably are those that would be universally detested anywhere, anytime. The most mild types may be labeled as deviance or not depending upon the culture and the particular situation. For the most part, these mild and usually unintentional forms of deviance are the result of carelessness, playful mischief, immaturity, or simple ignorance. Correcting such misbehavior may be very easy. Briefly explaining the community's rules of etiquette, educating the user about the program, and/or encouraging the person, in a friendly way, to “ease up” should be enough. If that simple, benign intervention doesn't work, then the deviance may be more intentional and indicative of a personality problem.

Clueless Newbies

Users entering the environment for the first time may be very confused about even the most basic aspects of how to move and communicate. With all those visuals, sounds, avatar movements, and text coming at you, programs like the Palace can be a bit overwhelming for newbies who have never experienced multimedia chat. They may not even know where their avatar is on the screen or that people are talking to them. As a result of that confusion and a need to figure out what's happening to them, they may act inappropriately. People tend to regress and exaggerate their behavior when disoriented. Some newbies blurt out inappropriate statements (“What the hell is going on here?”). Some keep hitting their return key, expecting that to somehow save them. Hyperactive people may bounce their avatar around the screen (“Gee, how does this work?”), which is an annoying distraction and tends to flood the server. A common problem is blocking. Not knowing where they are, or how to move, or ignorant of this faux pas, the newbie sits his or her avatar on top of another user's avatar. It's a violation of personal space, which really annoys some users.

Possible Interventions - Clueless newbies usually don't require disciplinary action, but rather a little help. Unfortunately, wizards sometimes mistake their unintentional blocking for abusive blocking and may pin them, especially if everyone else in the room is complaining and the guest fails to respond to the wizard's inquiries. Wizards have discussed the possibility of a “nudge” command that would gently shift a user's avatar an inch or two to the side. Often, simply addressing newbies by name, in order to get their attention, and saying “just point and click to move” is enough to save the day.

One obstacle in helping newbies is the fact that they may speak a different language. If unsure, wizards can check the user's IP address to determine where she is coming from. Unfortunately, if there indeed is a language barrier, there's not much anyone can do except hope that the newbie can figure things out for himself. As chat communities become more multi-national, the Tower of Babble problem may grow.

Culture Clash

In the manual he wrote for wizards, Jim Bumgardner (see the interview with him) pointed out that some users come to Palace from other chat communities, such as IRC or AOL. They bring a different culture with them. For example, on AOL it is acceptable to periodically ask the users in a room “M or F?”, “Age/Location?”, or “Any SWFs out there?” At the Palace, such lines traditionally have been considered rather tacky. These kinds of pithy probes evolved in communities where there were relatively large and changing populations, so users developed such tools to quickly identify other people they wished to engage. Palace communities tend to be smaller and more stable, so people often experience these questions as intrusive and impolite. However, as Palace communities get larger and more diverse, such behavior may become more acceptable. As immigrants arrive and necessities change, cultures evolve by absorbing the norms and values brought from other cultures.

Possible Interventions - The introduction of “inappropriate” behaviors from other cultures will lead to one of two possible outcomes. The residents may attempt to discourage the immigrants' ways and motivate them to do as the Romans do. In keeping with the mischievous, playful atmosphere endorsed by the the original Palace philosophy (see the article on the history of Palace), Bumgardner jokingly suggested that the reply to such questions as “M/F?” should be “I am zygote and I live in a tea kettle.” No doubt, the immigrants would be rather confused by this reply - i.e., culture clash. The other possible outcome is to embrace the new ways - i.e., the melting pot.

Mischief

As I just mentioned, Bumgardner originally intended Palace to be a playful, somewhat mischievous place - a place where people could feel that they were “getting away with something.” Playing jokes on fellow users is acceptable behavior. Naive newbies make for easy targets. Sometimes, it may just be a good-natured prank. Sometimes it may have a hostile edge. It's a thin line between acceptable mischief and unacceptable abuse. For example, by “spoofing” someone with the “msay” command, you can throw your voice to make the text balloon pop out of someone else's head. Or you can make the words hang in mid-air with no body attached. Making your friend say “I am a zygote and live in a tea kettle” could be a hoot. But some people use spoofing to mistreat others. A member, rather inappropriately, kept putting the words “I'm gay!” into the mouth of another user as he was trying to carry on a conversation with me. Using msay like this may indicate the person's inability to contain their own troublesome thoughts or feelings, while also being unable to own up to those thoughts or feelings for fear of how others will react.

Sometimes, it's hard even for sympathetic people to resist the antics and game-playing. One night at the Mansion, although trying to remain a neutral observer, I eventually found myself as an accomplice to another member in a prank on newbies. We set up a free-standing (“dummy”) female prop in the spa pool and used “msay” to talk THROUGH the prop while also talking TO it as if it were another user. Essentially, it was a virtual ventriloquist act. “Honey” (the prop) acted rather seductively towards the guests. Several rather responsive newbies thought it was a “real” avatar with a real women behind it - and they eagerly took the bait. It was quite funny, although perhaps a bit insensitive to the naive guests who were unaware of the msay command.

Possible Interventions - The distinction between a prank and abuse is a judgment call. Different people and communities will set different standards. Ultimately, it's the target of the prank who should be consulted. If a person is hurt or insulted, then an intervention should be considered - unless the community and the business behind it is willing to accept the fact that some of its (probably soon to exit) members are being offended. The mischievous element of Palace philosophy may work best in a small community where intimacy acts as a buffer between pranks and abuse. As a community gets larger and more strict rules of etiquette become necessary, the mischievous philosophy may fade A more extreme intervention would be the removal of such software features like spoofing that may lead to abusive behavior - but then some of the fun, and some of the basic premises of Palace philosophy, would disappear.

Mischievous people often are testing the limits. They want to see how far they can push the envelope before they “get caught.” Usually, they respond quickly to the law once it is layed down before them. Part of them may even be comforted by the fact that they can't get away with anything.

Graffiti

Palatians have the software ability to paint on the background graphics that make up a room. It allows people to interact with the environment, play (sometimes mischievously) with each other, and be creative. However, painting - like spoofing - is another example of the “If you build it some will abuse it” principle. Some users adorn the walls with obscene drawings or words. Others might smear black over an entire room, leaving new users totally confused as to where they are and what's happening. Freud would love to label them as “anal expulsive personalities.” In order to vent their anger about feeling over-controlled and helpless, they deposit - often secretly and in defiance of authority - their unacceptable stuff all over everyone else.

Possible Interventions - Be the user's mother and clean up after him (which probably reflects some of his unconscious needs). Unless, of course, the perpetrator can be caught in the act. Often shame is a primary feature of the expulsive graffiti “artist's” personality, so simply getting caught and gently reprimanded might be enough to correct his ways. If this doesn't work, then a more resistant kind of deviance is at work, requiring the stronger interventions discussed later in this paper. The most drastic intervention would be the removal of the painting feature. But again, this would mean removing some of the Palace fun and philosophy along with the excrement.

Adolescent Antics

In the wizard manual, Bumgardner points out that young users (adolescents and preadolescents) may take delight in the freedom of Palace. They use it as an opportunity to act out. It's like that freshman year of college when young'uns are unleased, for the first time, from the rules and regulations of home. For example, adolescent users might get a kick out of seeing profanities pop out of their avatar's mouth for all the world to see. Or they may play the flatulent “wind” sound many times over (a sure sign of an adolescent male). Or they may act out what they imagine is sexy adult behavior and ask “Anyone want to screw?” Acting inane is the way to entertain themselves and their friends. They may be testing the limits to see how far they can go in annoying other users, especially the wizard authority figures. Particularly problematic are the anonymous adolescent guests who don't have or want to spend the money on registering. They have no commitment to the community - and probably feel frustrated and hostile about not belonging - so they get their thrills by abusing people and provoking responses. If it's in violation of the rules, it's more exciting and fun. This probably is a more serious problem than simple adolescent antics.

ossible Interventions - The level of adolescent acting out can vary widely. For relatively normal kids who are simply experimenting with cyberspace freedom, a gentle reprimand and reminder of social etiquette may be sufficient (“Simmer down, kids!”). Essentially, you are reminding them that this is not a video game but a real social setting, with real people, where rules of conduct still apply. Psychologists would call it “reality testing.” Adolescents who simply are testing the limits of the rules tend to follow them once they are enforced by authorities. In fact, some adolescents, secretly frightened by their freedoms, WANT the comfort and reassurance of knowing what they can and cannot do. They test the limits BECAUSE they want someone to set them. A quick pin should be the strongest measure needed to snap them out of their misbehavior. If that doesn't work, then once again we're talking about a more resistant type of deviance that requires the even stronger interventions discussed later.

Parodists

On his web site (http://www.rahul.net/natpix/wiz.html) where he discusses problematic Palace users, the well-known Palatian know as Dr. Xenu describes the “parodist.” In an attempt to be humorous, some users mimic the behavior of an abusive person. The parodist intends it as playful mischief, although it probably speaks to his/her identification with the snert and a vicarious wish to act like one.

Possible Interventions - The problem is that it's easy at first glance to mistake the parodist for the real thing. “I have seen at least one instance,” Dr. X says, “where a tired wizard, weary from a session of endless kills, killed such a user without warning. Perhaps this is why there is a sign at the airport asking you to refrain from talking about bombs at the metal detector. This is another good reason why it is good to talk to users before killing them. The point is that after you've met and killed 13 [snerts], it is easy to pigeonhole people - especially Guests who are wearing the same props - don't. The '15 yr old' [snert] you are killing may actually be a 45 year old psychiatrist.”

Wizard Wannabes

Becoming a wizard is a sign of status and accomplishment at many Palace sites. It means you are part of the inner circle, that you truly belong. It means you have some powers that others don't. Wanting to attain that status is an understandable wish, but some users become a bit insistent and downright pushy in their quest. Many wizards have grown tired of hearing people ask “how do I become a wizard.” As a result, an implicit rule has evolved: If someone asks to be a wizard, especially if they PERSIST, they will not be invited to become one. The Don't Ask Rule also rests on the assumption that more mature users - those who aren't determined to get some power and most likely abuse it - are the ones who will be more discreet about seeking wizardship and more wise wizards should they become one.

Possible Interventions - Some users may be overly eager beneath their questions about becoming a wizard, some may simply be curious. It's not always easy to tell the difference. Although wizards may get tired repeating themselves - and may wish to tease or toy with the person - the most polite policy is to briefly explain how wizards are chosen. Users also can be pointed towards documentation that explains this topic in more detail. For example, Dr. Xenu's web site and my article about wizards contain some suggestions for the wizard wannabe.

Deviant Enclaves

Apparently “deviant” subcultures may evolve within specific locations of the larger community. On the TPI/EC servers, for example, there was a period of time when small groups of “weird” adolescents were hanging out at the Members Palace and within specific rooms at that site (subcultures often claim specific rooms as their territory). The “weirdness” consisted mostly of off-color language and avatars that looked menacing, bizarre, or anti-social in theme. No doubt the off-putting quality of their scenario helped define the identity of their group as well as firmed up the boundaries of their territory by making it a bit uncomfortable for outsiders to join in. These groups tended to form at the Members site for two basic reasons: (1) that site was relatively under-populated and isolated from the much more active Main Mansion site, hence leaving open a space for non-mainstream subgroups to gather, (2) the wizards infrequently supervised that site, so there were few authority figures around to inhibit subculture deviance.

Because they mostly kept to themselves, these counterculture groups posed no particular problem to the overall community. If an outsider happened to stumble onto their territory, the response varied. Sometimes the group was mildly hostile or ignored the newcomer. Sometimes they were quite pleasant. MSLady, a TPI wizard, visited one of these groups and came to this conclusion:

So many times, kids that see themselves as “different” from the rest at these ages do not realize what makes them feel so isolated is actually the fact they are more mature, studious, inquisitive, or talented than their peers. They end up branding themselves as “weird” until they realize they don't fit in because they are drawn to pursuing computer, art, literature, or whatever while their peers talk on the phone! They then feel they have to express this “weirdness”...make a “statement”...whatever.... You kinda have to idle into their realm by getting to known them. It's so amazing to find out that much of the noise they are making means nothing more than just normal teen conformity, and how reasonable they can be after they drop their guard and just talk. I had the most enjoyable talk with “TheDemon” early the other morning. I admit his whole “act” has made me a bit hesitant to approach him previously!

Possible Interventions- If the larger community adheres to a “Live and Let Live” philosophy, then deviant enclaves may be left alone as long as they remain within their territory and do not abuse visitors. Problems arise when some citizens stumble upon the subculture and begin to complain to the authorities about how the neighborhood is “going downhill.” As traffic increases to the underpopulated areas where deviant enclaves tend to develop, the enclave may naturally dissolve or move on. They probably prefer isolated areas where they will be left alone. If a more active intervention is necessary, the first effort might follow the insights of MsLady: make an effort to befriend the group and benignly suggest that they “tone it down a bit.” Or suggest another room or site to where they could relocate. Maybe it's even possible to offer them a specific place to call their own. Groups that are more troublesome to the community and resistant to reason may fall under the category of “gangs” which require stronger medicine.

Sleepers

If you follow the rules of etiquette, you put up BRB sign (“be right back”) when you leave or aren't paying attention to your computer. Due to either ignorance of this rule, forgetfulness, or deliberate and inconsiderate neglect, “sleepers” fail to do this, leaving their avatar on screen sitting motionless and silent. Other users may not know what to make of the fact that you seem about as responsive as a post in winter - maybe you're BRB, maybe you're lagged out, maybe you're very shy, a passive voyeur, or a snob. As it is, cyberspace is an ambiguous place for social interaction. With the lack of face-to-face cues, people's imagination can get the best of them when they try to figure out what other's are thinking and feeling. Sleeping exacerbates this ambiguity. Sleeping is especially inconsiderate in a room that is crowded or full so other more social users can't get in.

Possible Interventions - Whispering may be an effective way to get the sleepers' attention, if they are paying any. If they don't explain themselves, ask if lag is the problem. Even in severe lag they might be able to get through with a simple “yes” or “lag!.” If they are still unresponsive, it might be helpful to explain the situation to other people in the room who seem perplexed by the doltish avatar. If the sleeper ever comes back to life, you might find out what happened, and, if necessary, educate the user about the brb sign. In the wizard manual, Bumgardner suggests that sleepers be ignored for about 20 minutes (unless they're in a private room, in which case they might be an eavesdropper. At that point, whisper to confirm that they are alive, giving 5 minutes for a response. If not, kill them for zero minutes, which allows them to sign back on whenever they wish. Some wizards believe this strategy is a “mercy kill” for people caught in lag. Before disconnecting the user, the wizard may whisper (humorously) to him that “I'm going to free you from your lag bonds and you can come right back.” Sometimes reconnecting does improve the lag.

Ghosts

Dr. Xenu describes how the “ghost” looks like a sleeper, except that the user's computer may have disconnected from the site in some nasty way (e.g., a local power failure), leaving behind only the avatar as the empty shell of the person's former presence. Ghosts will not move or respond to anything around them because they are not connected to the user or even the user's machine. They're forms without any substance (or they're busy working on unfinished business from their past lives). In this case, it's probably not the user's fault at all. The deviance lies in the machines.

Possible Interventions - If the avatar is completely unresponsive, Dr. Xenu suggests using the “finger” command. It can trigger an automated reply from the sleeper's finger script, but will have no effect on a ghost. Wizards may similarly use other scripts in an attempt to make the avatar “say” something - which, again, may work for a sleeper but not a ghost. When detecting a ghost, you're doing more than just trying to figure out if there's a person there. You're trying to determine if there's even a MACHINE there.

Commercials

It's a lot easier to create your own Palace site than it is to entice people to come visit or develop a stable community there. Some site owners try to recruit users from the more busy sites by announcing their site and displaying ads. Some salesmanship may be acceptable, and probably a good thing for the development of PalaceSpace as a whole. But there is competition among sites for visitors, so persistent attempts to draw people away will not be appreciated by the site owner. Some overly eager people spam the room with signs and heavy-handed proselytizing, which turns into a distracting nuisance. Wizards have joked about automated avatars (“bots”) that would roam a site spouting commercials. It would be like R2D2 rolling through your living room projecting holograms of Pepsi in front of your face. Not a pleasant thought.

Possible Interventions - Whether or not to intervene with a user bearing commercials will depend on how much of a nuisance that user is. If people complain, then it's probably a problem. It also depends on the culture of the site - whether it's one that encourages the colonization of PalaceSpace, or one that mostly is looking out for itself. Some proselytizers will respond to a polite suggestion to ease up. The more diehard types might require stronger measures, like gag, pin, or even kill.

About the Author

John Suler, Ph.D. is Professor of Psychology at Rider University. This article comes from his online hypertext book The Psychology of Cyberspace which describes his ongoing research on how individuals and groups behave in cyberspace. His work has been reported by national and international media, including The New York Times, The Washington Post, the BBC, and CNN. www.rider.edu/~suler/psycyber/