Navigating the gray areas of content moderation: Professional moderators’ perspectives on uncivil user comments and the role of (AI-based) technological tools
Professional content moderators are responsible for limiting the negative effects of online discussions on news platforms and social media. However, little is known about how they adjust to platform and company moderation strategies while viewing and dealing with uncivil comments. Using qualitative...
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| Vydáno v: | New media & society Ročník 27; číslo 3; s. 1215 - 1234 |
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| Médium: | Journal Article |
| Jazyk: | angličtina |
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London, England
SAGE Publications
01.03.2025
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| ISSN: | 1461-4448, 1461-7315 |
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| Abstract | Professional content moderators are responsible for limiting the negative effects of online discussions on news platforms and social media. However, little is known about how they adjust to platform and company moderation strategies while viewing and dealing with uncivil comments. Using qualitative interviews (N = 18), this study examines which types of comments professional moderators classify as actionable, which (automated) strategies they use to moderate them, and how these perceptions and strategies differ between organizations, platforms, and individuals. Our results show that moderators divide content requiring intervention into clearly problematic and “gray area” comments. They (automatically) delete clear cases but use interactive or motivational moderation techniques for “gray areas.” While moderators crave more advanced technologies, they deem them incapable of addressing context-heavy comments. These findings highlight the need for nuanced regulations, emphasize the crucial role of moderators in shaping public discourse, and offer practical implications for (semi-)automated content moderation strategies. |
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| AbstractList | Professional content moderators are responsible for limiting the negative effects of online discussions on news platforms and social media. However, little is known about how they adjust to platform and company moderation strategies while viewing and dealing with uncivil comments. Using qualitative interviews (N = 18), this study examines which types of comments professional moderators classify as actionable, which (automated) strategies they use to moderate them, and how these perceptions and strategies differ between organizations, platforms, and individuals. Our results show that moderators divide content requiring intervention into clearly problematic and “gray area” comments. They (automatically) delete clear cases but use interactive or motivational moderation techniques for “gray areas.” While moderators crave more advanced technologies, they deem them incapable of addressing context-heavy comments. These findings highlight the need for nuanced regulations, emphasize the crucial role of moderators in shaping public discourse, and offer practical implications for (semi-)automated content moderation strategies. |
| Author | Wiesner, Andrea Schäfer, Svenja Lecheler, Sophie |
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| Cites_doi | 10.2307/j.ctvhrcz0v 10.1080/25785648.2021.1899510 10.1016/j.techsoc.2022.101922 10.1177/20539517211046181 10.1080/1461670X.2021.2017793 10.1111/j.1540-5907.2007.00233.x 10.1080/10584609.2019.1663324 10.1080/23736992.2021.1976645 10.1177/107769901008700101 10.1016/j.chb.2019.05.022 10.1057/s41269-018-0079-z 10.1080/21670811.2020.1797519 10.1287/mksc.2022.1361 10.1177/14614448221103534. 10.1007/978-3-319-56273-5 10.1016/j.clsr.2023.105790 10.17645/mac.v6i4.1493 10.1177/1461444810389569 10.1177/14614448211026059 10.1017/9781108297820 10.1080/17512786.2020.1808858 10.2478/nor-2020-0003 10.1093/hcr/hqab022 10.1177/1461444818757205 10.1177/2158244020919447 10.4135/9781446288719 10.1145/3491102.3517505 10.1177/2056305119862641 10.7312/sydn18924 10.1177/2053951719897945 10.1177/1461444820912540 10.1177/1461444820954194 10.1177/0093650220921314 10.3389/fpos.2022.812145 10.1080/08838151.2015.1093482 |
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| Keywords | AI content moderation semi-structured interviews user comments moderation strategies incivility |
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