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To stay or leave?: the relationship of emotional and informational support to commitment in online health support groups

Wang, Yi-Chia, Kraut, Robert, Levine, John M.·2012·Proceedings of the ACM 2012 conference on Computer Supported Cooperative Work

DOI 10.1145/2145204.2145329

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Abstract

Today many people with serious diseases use online support groups to seek social support. For these groups to be sustained and effective, member retention and commitment is important. Our study examined how different types and amounts of social support in an online cancer support group are associated with participants' length of membership. We first built machine learning models to automatically identify the extent to which messages contained emotional and informational support. Agreement with human judges was high (r > 0.76). We then used these models to measure the support exchanged in 1.5 million messages. Finally, we applied quantitative event history analysis to assess how exposure to emotional and informational support predicted group members' length of subsequent participation. The results demonstrated that the more emotional support members were exposed to, the lower the risk of dropout. In contrast, informational support did not have the same strong effects on commitment. We speculate that emotional support enhanced members' relationships with one another or the group as a whole, whereas informational support satisfied members' short-term information needs.

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Authors: Wang, Y.-C., Kraut, R., & Levine, J. M.
Affiliations: Carnegie Mellon University (US)
University of Pittsburgh (US)
ORCID: Wang, Yi-Chia
Kraut, Robert
Levine, John M.
Venue: Proceedings of the ACM 2012 conference on Computer Supported Cooperative Work
Publisher: ACM
Published: 2012-02-11
Pages: 833-842
DOI: 10.1145/2145204.2145329
OpenAlex: W2106212012
Cited by: 282
References: 44
Citations by year: 2026: 12 · 2025: 15 · 2024: 9 · 2023: 18 · 2022: 24 · 2021: 25 · 2020: 28 · 2019: 23 · 2018: 24 · 2017: 31 · 2016: 16 · 2015: 24 · 2014: 22 · 2013: 6 · 2012: 5
FWCI: 97.15
Type: conference paper
Language: en
Open access: closed
Licence: www.acm.org/publications/policies/copyright_policy#Background (vor)
Locations: ACM Conference on Computer Supported Cooperative Work (CSCW) (publishedVersion)
Funders: National Science Foundation
Topics: Health Sciences › Health Professions › General Health Professions › Health Literacy and Information Accessibility
Social Sciences › Psychology › Social Psychology › Mental Health via Writing
Social Sciences › Decision Sciences › Information Systems and Management › Knowledge Management and Sharing
Keywords: online support groups, cancer support groups, member retention, dropout, emotional support, information support, social support, message analysis, machine learning classification, event history analysis, serious illness, online communities

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To stay or leave?: the relationship of emotional and informational support to commitment in online health support groups

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