Commercial Versus Volunteer: Comparing User Perceptions of Toxicity and Transparency in Content Moderation Across Social Media Platforms
Commercial Versus Volunteer: Comparing User Perceptions of Toxicity and Transparency in Content Moderation Across Social Media Platforms
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DOI：
10.3389/fhumd.2021.626409
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发表时间：
2021-02
期刊：
影响因子：
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通讯作者：
C. Cook;Aashka Patel;D. Y. Wohn
中科院分区：
文献类型：
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作者：
C. Cook;Aashka Patel;D. Y. Wohn
内容审核是由社交媒体上的各种人执行的一项关键服务，通过审查和删除内容或犯罪者来保护用户免受攻击性或有害内容的影响。这些版主分为两类：员工或志愿者。先前的研究表明，这两种类型的版主的有效性存在差异，更透明的基于用户的版主对教育用户很有用。然而，商业主持人和用户主持人平台之间的直接比较是罕见的，除了透明度的差异，我们仍然不知道这两种主持人类型可能会在用户体验方面产生什么其他差异。为了探索这一点，我们对900多名商业主持（Facebook，Instagram，Twitter和YouTube）和用户主持（Reddit和Twitch）社交媒体平台的用户进行了跨平台调查。我们的研究结果表明，虽然用户主持的平台似乎比商业主持的平台更透明，但这并没有导致用户主持的平台被认为毒性较小。此外，商业审核平台用户希望公司对内容审核承担比目前更多的责任，而用户审核平台用户希望指定的审核员和那些在网站上发帖的人承担更多的责任。在各个平台上，用户似乎感到无能为力，希望在内容审核方面得到照顾，而不是参与其中。
Content moderation is a critical service performed by a variety of people on social media, protecting users from offensive or harmful content by reviewing and removing either the content or the perpetrator. These moderators fall into one of two categories: employees or volunteers. Prior research has suggested that there are differences in the effectiveness of these two types of moderators, with the more transparent user-based moderation being useful for educating users. However, direct comparisons between commercially-moderated and user-moderated platforms are rare, and apart from the difference in transparency, we still know little about what other disparities in user experience these two moderator types may create. To explore this, we conducted cross-platform surveys of over 900 users of commercially-moderated (Facebook, Instagram, Twitter, and YouTube) and user-moderated (Reddit and Twitch) social media platforms. Our results indicated that although user-moderated platforms did seem to be more transparent than commercially-moderated ones, this did not lead to user-moderated platforms being perceived as less toxic. In addition, commercially-moderated platform users want companies to take more responsibility for content moderation than they currently do, while user-moderated platform users want designated moderators and those who post on the site to take more responsibility. Across platforms, users seem to feel powerless and want to be taken care of when it comes to content moderation as opposed to engaging themselves.