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Adopting Third-party Bots for Managing Online Communities

Authors:

Aaron ShawAuthors Info & Claims

Proceedings of the ACM on Human-Computer Interaction, Volume 8, Issue CSCW1

Article No.: 216, Pages 1 - 26

https://doi.org/10.1145/3653707

Published: 26 April 2024 Publication History

Abstract

Bots have become critical for managing online communities on platforms, especially to match the increasing technical sophistication of online harms. However, community leaders often adoptthird-party bots, creating room for misalignment in their assumptions, expectations, and understandings (i.e., their technological frames) about them. On platforms where sharing bots can be extremely valuable, how community leaders can revise their frames about bots to more effectively adopt them is unclear. In this work, we conducted a qualitative interview study with 16 community leaders on Discord examining how they adopt third-party bots. We found that participants addressed challenges stemming from uncertainties about a bot's security, reliability, and fit through emergent social ecosystems. Formal and informal opportunities to discuss bots with others across communities enabled participants to revise their technological frames over time, closing gaps in bot-specific skills and knowledge. This social process of learning shifted participants' perspectives of the labor of bot adoption into something that was satisfying and fun, underscoring the value of collaborative and communal approaches to adopting bots. Finally, by shaping participants' mental models of the nature, value, and use of bots, social ecosystems also raise some practical tensions in how they support user creativity and customization in third-party bot use. Together, the social nature of adopting third-party bots in our interviews offers insight into how we can better support the sharing of valuable user-facing tools across online communities.

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Cited By

Leng ZJung MHwang SOh SZhang LPlötz TKim KKostakos VKay JHoang T(2024)Emotion Recognition on the Go: Utilizing Wearable IMUs for Personalized Emotion RecognitionCompanion of the 2024 on ACM International Joint Conference on Pervasive and Ubiquitous Computing10.1145/3675094.3678452(537-544)Online publication date: 5-Oct-2024
https://dl.acm.org/doi/10.1145/3675094.3678452

Index Terms

Adopting Third-party Bots for Managing Online Communities
1. Human-centered computing
  1. Collaborative and social computing
    1. Collaborative and social computing theory, concepts and paradigms

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cover image Proceedings of the ACM on Human-Computer Interaction

Proceedings of the ACM on Human-Computer Interaction Volume 8, Issue CSCW1

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April 2024

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EISSN:2573-0142

DOI:10.1145/3661497

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Leng ZJung MHwang SOh SZhang LPlötz TKim KKostakos VKay JHoang T(2024)Emotion Recognition on the Go: Utilizing Wearable IMUs for Personalized Emotion RecognitionCompanion of the 2024 on ACM International Joint Conference on Pervasive and Ubiquitous Computing10.1145/3675094.3678452(537-544)Online publication date: 5-Oct-2024
https://dl.acm.org/doi/10.1145/3675094.3678452

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