Good article. Sadly whether it comes to community managers or developers is always as if youre bein arrested - every word you say can and will be used against you.
If i recall correctly there even was a Dev Panel at PAX concerning Toxicity and how to handle it without losing your mind - personally its gotten to ridicilous point and hopefully its a matter of time before comapanies standing behind games start to act and do something about it. They sure must pay them a lot @ Blizzard ^^