You could start by allowing the length of a ban be disclosed. Nothing annoys people more when they are banned, than not knowing when they will be allowed to return, which then causes more arguments in the forums. Dalai needs to engage people better and not just shut them down or ignore them when they appeal. I do understand she is going through a horrific time right now and obviously I wish her the very best with her recovery, but she seriously needs to deal better with people. Chat sites, as in life, will ALWAYS have trolls, this will never change unfortunately. As chatters we can ignore but that rarely stops them spoiling a decent room. In my humble opinion it should be down to "SENSIBLE" moderators to get rid of the trolls, NOT those who bite back, which seems to have been the norm here sadly.