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The integration of AI-driven support systems within online communities has opened new avenues for enhancing user engagement and support efficiency in recent years. This study investigates the differences in user interactions and engagement…
Online community moderators are on the front lines of combating problems like hate speech and harassment, but new modes of interaction can introduce unexpected challenges. In this paper, we consider moderation practices and challenges in…
Teenagers are avid users of Discord, a fast growing platform for synchronous communication where they often interact with strangers. Because Discord combines private DMs, semi-private voice channels, and public servers in one place, it…
Large language models are increasingly used for mental health support, yet little is known about whether their responses are psychologically safe across different help-seeking styles. We examine a foundational distinction in emotional…
Third-party developers (TPDs) often turn to online communities for support when they can't get immediate responses from the platform. Twitch, as a leading live streaming platform, attracted many TPDs and formed an online support community…
Platforms are increasingly adopting industrial models of moderation that prioritize scalability and consistency, frequently at the expense of context-sensitive and user-centered values. Building on the multi-level governance framework that…
While cross-partisan conversations are central to a vibrant democracy, these are hard conversations to have, especially in the United States amidst unprecedented levels of partisan animosity. Such interactions often devolve into…
In light of the diminishing presence of physical third places -- informal gathering spaces essential for social connection -- this study explores how the social media platform Discord fosters third-place experiences. Drawing on Oldenburg's…
Online support communities have become vital spaces offering varied forms of support to individuals facing mental health challenges. Despite the proliferation of platforms with distinct technical structures, little is known about how these…
Millions of people participate in online peer-to-peer support sessions, yet there has been little prior research on systematic psychology-based evaluations of fine-grained peer-counselor behavior in relation to client satisfaction. This…
Platforms like Reddit and Twitter offer internet users an opportunity to talk about diverse issues, including those pertaining to physical and mental health. Some of these forums also function as a safe space for severely distressed mental…
Online social networks have become primary means of communication. As they often exhibit undesirable effects such as hostility, polarisation or echo chambers, it is crucial to develop analytical tools that help us better understand them. In…
Social media (i.e., Reddit) users are overloaded with people's opinions when viewing discourses about divisive topics. Traditional user interfaces in such media present those opinions in a linear structure, which can limit users in viewing…
Emotions play a significant role in teamwork and collaborative activities like software development. While researchers have analyzed developer emotions in various software artifacts (e.g., issues, pull requests), few studies have focused on…
Toxic language, such as hate speech, can deter users from participating in online communities and enjoying popular platforms. Previous approaches to detecting toxic language and norm violations have been primarily concerned with…
Enhancing interaction and feedback collection in a first-semester computer science course poses a significant challenge due to students' diverse needs and engagement levels. To address this issue, we created and integrated a command-based…
There are many potential benefits to news readers accessing diverse sources. Modern news aggregators do the hard work of organizing the news, offering readers a plethora of source options, but choosing which source to read remains…
Responding to misinformation online can be an exhausting and thankless task. It takes time and energy to write effective content, puts users at risk of online harassment, and strains personal relationships. Despite these challenges, there…
Previous research has documented the existence of both online echo chambers and hostile intergroup interactions. In this paper, we explore the relationship between these two phenomena by studying the activity of 5.97M Reddit users and 421M…
Using chatbots to deliver recommendations is increasingly popular. The design of recommendation chatbots has primarily been taking an information-centric approach by focusing on the recommended content per se. Limited attention is on how…