One recommendation if something does not work as expected and people claim that it should (be it positive or negative): as the creator, never ever say &quot;sorry&quot;!<p>This will help you to keep the &#x27;correct mental direction&#x27;, which is that YOU provide the additional value and the issue poster wants something from you.<p>Also if you are the maintainer, put a warning to people with too strong words and throw them out of your mailing list if a second violation occurs. Also newer &#x27;mailing lists&#x27; (like discourse.org) help here with flagging capabilities, edit buttons and more.<p>Try to ensure that the discussion stays &#x27;emotionless&#x27; and without sarcasm or if you allow it do so only with emoticons ;)