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Social media platforms often rely on volunteer moderators to combat hate and harassment and create safe online environments. In the face of challenges combating hate and harassment, moderators engage in mutual support with one another. We conducted a qualitative content analysis of 115 hate and harassment-related threads from r/ModSupport and r/modhelp, two major subreddit forums for this type of mutual support. We analyze the challenges moderators face; complex tradeoffs related to privacy, utility, and harassment; and major challenges in the relationship between moderators and platform admins. We also present the first systematization of how platform features (including especially security, privacy, and safety features) are misused for online abuse, and drawing on this systematization we articulate design themes for platforms that want to resist such misuse.
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‘Custodian of Online Communities’: How Moderator Mutual Support in Communities Help Fight Hate and Harassment Online
Volunteer moderators play a crucial role in safeguarding online communities, actively combating hate, harassment, and inappropriate content while enforcing community standards. Prior studies have examined moderation tools and practices, moderation challenges, and the emotional labor and burnout of volunteer moderators. However, researchers have yet to delve into the ways moderators support one another in combating hate and harassment within the communities they moderate through participation in meta-communities of moderators. To address this gap, we have conducted a qualitative content analysis of 115 hate and harassment-related threads from r/ModSupport and r/modhelp, two major subreddit forums for moderators for this type of mutual support. Our study reveals that moderators seek assistance on topics ranging from fighting attacks to understanding Reddit policies and rules to just venting their frustration. Other moderators respond to these requests by validating their frustration and challenges, showing emotional support, and providing information and tangible resources to help with their situation. Based on these findings, we share the implications of our work in facilitating platform and peer support for online volunteer moderators on Reddit and similar platforms.
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- Award ID(s):
- 2334061
- PAR ID:
- 10528246
- Publisher / Repository:
- USENIX
- Date Published:
- ISSN:
- 19326203
- Format(s):
- Medium: X
- Location:
- Philadelphia, PA, USA
- Sponsoring Org:
- National Science Foundation
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