research-article

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The Unsung Heroes of Facebook Groups Moderation: A Case Study of Moderation Practices and Tools

Authors:

Alicia Hernani,

Jens GrossklagsAuthors Info & Claims

Proceedings of the ACM on Human-Computer Interaction, Volume 7, Issue CSCW1

Article No.: 97, Pages 1 - 38

https://doi.org/10.1145/3579530

Published: 16 April 2023 Publication History

Abstract

Volunteer moderators have the power to shape society through their influence on online discourse. However, the growing scale of online interactions increasingly presents significant hurdles for meaningful moderation. Furthermore, there are only limited tools available to assist volunteers with their work. Our work aims to meaningfully explore the potential of AI-driven, automated moderation tools for social media to assist volunteer moderators. One key aspect is to investigate the degree to which tools must become personalizable and context-sensitive in order to not just delete unsavory content and ban trolls, but to adapt to the millions of online communities on social media mega-platforms that rely on volunteer moderation. In this study, we conduct semi-structured interviews with 26 Facebook Group moderators in order to better understand moderation tasks and their associated challenges. Through qualitative analysis of the interview data, we identify and address the most pressing themes in the challenges they face daily. Using interview insights, we conceptualize three tools with automated features that assist them in their most challenging tasks and problems. We then evaluate the tools for usability and acceptance using a survey drawing on the technology acceptance literature with 22 of the same moderators. Qualitative and descriptive analyses of the survey data show that context-sensitive, agency-maintaining tools in addition to trial experience are key to mass adoption by volunteer moderators in order to build trust in the validity of the moderation technology.

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Cited By

Cai JLin YZhang HCarroll J(2024)Third-Party Developers and Tool Development For Community Management on Live Streaming Platform TwitchProceedings of the 2024 CHI Conference on Human Factors in Computing Systems10.1145/3613904.3642787(1-18)Online publication date: 11-May-2024
https://dl.acm.org/doi/10.1145/3613904.3642787
Liao JYe YFilieri RDu PJiang Y(2024)Why did you delete my comment? Investigating observing consumers' reactions to comment‐deletion‐clues during a brand crisisPsychology & Marketing10.1002/mar.22065Online publication date: 24-Jun-2024
https://doi.org/10.1002/mar.22065
Sasse JGrossklags J(2023)Breaking the Silence: Investigating Which Types of Moderation Reduce Negative Effects of Sexist Social Media ContentProceedings of the ACM on Human-Computer Interaction10.1145/36101767:CSCW2(1-26)Online publication date: 4-Oct-2023
https://dl.acm.org/doi/10.1145/3610176

Index Terms

The Unsung Heroes of Facebook Groups Moderation: A Case Study of Moderation Practices and Tools
1. Human-centered computing
  1. Collaborative and social computing
    1. Collaborative and social computing systems and tools
      1. Social networking sites
  2. Human computer interaction (HCI)
    1. HCI design and evaluation methods
      1. User studies

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cover image Proceedings of the ACM on Human-Computer Interaction

Proceedings of the ACM on Human-Computer Interaction Volume 7, Issue CSCW1

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April 2023

3836 pages

EISSN:2573-0142

DOI:10.1145/3593053

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Cited By

Cai JLin YZhang HCarroll J(2024)Third-Party Developers and Tool Development For Community Management on Live Streaming Platform TwitchProceedings of the 2024 CHI Conference on Human Factors in Computing Systems10.1145/3613904.3642787(1-18)Online publication date: 11-May-2024
https://dl.acm.org/doi/10.1145/3613904.3642787
Liao JYe YFilieri RDu PJiang Y(2024)Why did you delete my comment? Investigating observing consumers' reactions to comment‐deletion‐clues during a brand crisisPsychology & Marketing10.1002/mar.22065Online publication date: 24-Jun-2024
https://doi.org/10.1002/mar.22065
Sasse JGrossklags J(2023)Breaking the Silence: Investigating Which Types of Moderation Reduce Negative Effects of Sexist Social Media ContentProceedings of the ACM on Human-Computer Interaction10.1145/36101767:CSCW2(1-26)Online publication date: 4-Oct-2023
https://dl.acm.org/doi/10.1145/3610176

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