I think the main problem with the shout box is the fact that there are a lot of older users who don't understand how to deal with newer users. A lot of 'drama' I see stems from a snarky comment from a regular which then turns into a retaliation, and instead of ignoring it a whole group of people will jump in and 'start drama'
Yes if the newer player starts hurling offensive abuse that is serious and should not be allowed but as we all know it takes at least two people to argue. if you sb ban the newbie they may be silenced for a small amout of days but the original person who innitiatied the reaction will still be on the sb and the problem is still there, only next time it will be with another newbie.
We need to start being a lot more accomodating to newer users, yes they may ask stupid questions and (gasp) use chat speak occasionly but we are becoming a very unfriendly site. The suggestion that we ban users for 30 days because they say something that's not agreeable is actually very worrying. yes if they swear sure ban them for a certain amount of time but for saying something ridiculous? A lot of the older users have many inside jokes that may seem ridiculous to some but you wouldn't ban them?
When a new user starts res the time to have the sb at their disposal is crucial, there may be many things they don't uderstand in a newbie guide, or other things that that may have been missed and also where you start to make contact with your first res friends, no user will stick around on a small site to post on inactive forums.
I think if you want to put something in to punish people who creatu dramas on the sb then we should also punish those who participate in it (encouraging, fighting back, snarky comments etc).