@inproceedings{23a85fc4b8ad4cb8807fbd3b53cee6cf,
title = "Moderation practices as emotional labor in sustaining online communities: The case of AAPI identity work on reddit",
abstract = "We examine how and why Asian American and Pacific Islander (AAPI) moderators on Reddit shape the norms of their online communities through the analytic lens of emotional labor. We conduct interviews with 21 moderators who facilitate identity work discourse in AAPI subreddits and present a thematic analysis of their moderation practices. We report on their challenges to sustaining moderation, which include burning out from volunteer work, navigating hierarchical structures, and balancing unfulfilled expectations. We then describe strategies that moderators employ to manage emotional labor, which involve distancing away from drama, building solidarity from shared struggles, and integrating an ecology of tools for self-organized moderation. We provide recommendations for improving moderation in online communities centered around identity work and discuss implications of emotional labor in the design of Reddit and similar platforms.",
keywords = "AAPI, Bot, Emotional labor, Harassment, Identity work, Microaggressions, Moderation, Online communities, Race, Reddit",
author = "Bryan Dosono and Bryan Semaan",
note = "Publisher Copyright: {\textcopyright} 2019 Association for Computing Machinery.; 2019 CHI Conference on Human Factors in Computing Systems, CHI 2019 ; Conference date: 04-05-2019 Through 09-05-2019",
year = "2019",
month = may,
day = "2",
doi = "10.1145/3290605.3300372",
language = "English (US)",
series = "Conference on Human Factors in Computing Systems - Proceedings",
publisher = "Association for Computing Machinery",
booktitle = "CHI 2019 - Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems",
}