" He will discuss how to deter negative mob mentalities in the game industry and what developers can do to create more positive communities."
He can only be considered an expert on this because of his learning from failure here. The people were replying the way they wanted here, there is no lesson for them, that was their wishes and they would do it again. It was a dumb move on MS behalf.
Other than the attempt to be always online the only other mistake was your comments, you just cannot do it, deal with it. I guess talking about it may help someone else, but a large part of this is common sense.