part of my role at glitch.com is leading support and neutralizing abuse on the platform. we'll occasionally have folks (especially teens) coming in really hot on the support queue–saying nasty stuff that i know they learn from mostly Being Online. their intent is to get technical support but their rhetoric makes it also an abuse case and opportunity to be educated on how to appropriately ask for help. that education piece is hard and sometimes hurtful, but it's important! 1/5