It is unfortunate that, because people can hide behind fake usernames, they feel it is ok to say terrible things to one another. It isn't just Steemit, but all social media sites where people feel it is their duty to bring others down. The only thing that can really be done is what you are doing: trying to educate others that there is a human being on the other end.
You're absolutely correct. It definitely isn't only steemit but facebook, twitter, and all other social medias. It's one of those things that really can't be controlled. Maybe if there was a way to report the accounts that are abusive? Hopefully this will be brought to the attention of STEEMIT. This definitely needs to be addressed, not only here, but other sites as well. We are all supposed to be adults and unfortunately, some can't behave like one. I have to say, it is quite embarrassing to educate grown adults to be respectful of one another.