research-article

Moderation Practices as Emotional Labor in Sustaining Online Communities: The Case of AAPI Identity Work on Reddit

Authors:

Bryan Dosono and

Bryan SemaanAuthors Info & Claims

CHI '19: Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems

May 2019

Paper No.: 142, Pages 1 - 13

https://doi.org/10.1145/3290605.3300372

Published: 02 May 2019 Publication History

Abstract

We examine how and why Asian American and Pacific Islander (AAPI) moderators on Reddit shape the norms of their online communities through the analytic lens of emotional labor. We conduct interviews with 21 moderators who facilitate identity work discourse in AAPI subreddits and present a thematic analysis of their moderation practices. We report on their challenges to sustaining moderation, which include burning out from volunteer work, navigating hierarchical structures, and balancing unfulfilled expectations. We then describe strategies that moderators employ to manage emotional labor, which involve distancing away from drama, building solidarity from shared struggles, and integrating an ecology of tools for self-organized moderation. We provide recommendations for improving moderation in online communities centered around identity work and discuss implications of emotional labor in the design of Reddit and similar platforms.

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Index Terms

Moderation Practices as Emotional Labor in Sustaining Online Communities: The Case of AAPI Identity Work on Reddit
1. Human-centered computing
  1. Collaborative and social computing

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cover image ACM Conferences

CHI '19: Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems

May 2019

9077 pages

ISBN:9781450359702

DOI:10.1145/3290605

General Chairs:
Stephen Brewster
University of Glasgow, Scotland, UK
,
Geraldine Fitzpatrick
TU Wien, Austria
,
Program Chairs:
Anna Cox
University College London, UK
,
Vassilis Kostakos
University of Melbourne, Australia

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https://doi.org/10.1177/20563051241228601
Hwang SKiene COng SShaw A(2024)Adopting Third-party Bots for Managing Online CommunitiesProceedings of the ACM on Human-Computer Interaction10.1145/36537078:CSCW1(1-26)Online publication date: 26-Apr-2024
https://dl.acm.org/doi/10.1145/3653707
Qin YDuan WWu QLu Z(2024)Dismantling Gender Blindness in Online Discussion of a Crime/Gender DichotomyProceedings of the ACM on Human-Computer Interaction10.1145/36536868:CSCW1(1-31)Online publication date: 26-Apr-2024
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