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Proceedings of the ACM on Human-Computer Interaction
Article . 2022 . Peer-reviewed
License: CC BY NC ND
Data sources: Crossref
DBLP
Article . 2022
Data sources: DBLP
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Practicing Moderation: Community Moderation as Reflective Practice

Authors: Amanda L. L. Cullen; Sanjay Ram Kairam;

Practicing Moderation: Community Moderation as Reflective Practice

Abstract

Many types of online communities rely on volunteer moderators to manage the community and maintain behavioral standards. While prior work has shown that community moderators often develop a deep understanding of the goals of their moderation context and sophisticated processes for managing disruptions,less is known about the processes through which moderators develop this knowledge. In this paper, we leverage Donald Schön's concept of reflective practice as a lens for exploring how community moderators develop the 'knowledge-in-action' that they use to perform their work. Drawing on interviews with 18 Twitch moderators, we conceptualize moderators as reflective practitioners, iteratively encountering novel situations and adjusting their practices and mental models. Our findings provide detailed insight into how community moderators reflect-in-action, re-evaluating in real-time their mental models of viewer intent and community goals, and reflect-on-action, conducting post hoc assessments of individual incidents and long-term changes to adjust their practice over time. Moderators working in teams reveal specific aspects of reflection facilitated by cooperative discussion, which we call 'groupwise reflective practice'. By identifying community moderation as a form of reflective practice, we can leverage insights gained from studying practitioners in other fields,providing theoretical and practical implications for the study and support of community moderation.

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selected citations
These citations are derived from selected sources.
This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Citations provided by BIP!
popularity
This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
BIP!Popularity provided by BIP!
influence
This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Influence provided by BIP!
impulse
This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
BIP!Impulse provided by BIP!
20
Top 10%
Top 10%
Top 10%
hybrid