Moderation Practices as Emotional Labor in Sustaining Online Communities: The Case of AAPI Identity Work on Reddit

Dosono, Bryan; Semaan, Bryan

doi:10.1145/3290605.3300372

Cited by 183Emotional Labor in ProfessionsDigital Economy and Work TransformationDigital Communication and Language

Moderation Practices as Emotional Labor in Sustaining Online Communities: The Case of AAPI Identity Work on Reddit

Dosono, Bryan, Semaan, Bryan·2019·Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems

DOI 10.1145/3290605.3300372

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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.

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To date, few academic studies have explored what impacts the demands of the content moderation job might engender, and many conducted have focused on the experience of volunteer content moderators.
“To date, there have been few academic studies that explore what impacts the demands of the job might engender and many that have been conducted have focused on the experience of volunteer CMs (e.g., Dosono & Semaan, 2019; Lo, 2018; Wohn, 2019).”
From The psychological impacts of content moderation on content moderators: A qualitative study (2023) · cites this paper as Dosono & Semaan, 2019
Moderators have reported feeling burnout, emotionally exhausted, apathetic, underappreciated, harassed by users, and guilty for enforcing rules or taking actions they do not agree with.
“More broadly, moderators have reported feeling burnout and emotionally exhausted (Dosono & Semaan, 2019; Riedl et al., 2020; Schöpke-Gonzalez et al., 2022), apathy (Lo, 2018) and underappreciated (Wohn, 2019), as well as being harassed by users or feeling guilty for enforcing rules or taking actions they do not necessarily agree with (Dosono & Semaan, 2019; Wohn, 2019).”
From The psychological impacts of content moderation on content moderators: A qualitative study (2023) · cites this paper as Dosono & Semaan, 2019
Many of the impacts described by content moderators are in line with the symptoms described by volunteer moderators.
“Many of the impacts described by CMs are in line with the symptoms described by volunteer moderators (Dosono & Semaan, 2019; Schöpke-Gonzalez et al., 2022).”
From The psychological impacts of content moderation on content moderators: A qualitative study (2023) · cites this paper as Dosono & Semaan, 2019
Research with volunteer moderators found they experience cognitive changes like increased apathy and guilt.
“Research with volunteer moderators found they experience cognitive changes like increased apathy and guilt (Dosono & Semaan, 2019; Lo, 2018).”
From The psychological impacts of content moderation on content moderators: A qualitative study (2023) · cites this paper as Dosono & Semaan, 2019
Academic research has highlighted that content reviewers experience high-stress levels, fatigue, insomnia, anxiety, low mood, increased apathy, guilt, and intrusive images as part of their everyday work.
“Academic research has highlighted that content reviewers experience high-stress levels, fatigue, insomnia, anxiety, low mood, increased apathy, guilt, and intrusive images as part of their everyday work [18,39,45,112,168].”
From Measuring the Mental Health of Content Reviewers, a Systematic Review (2025) · cites this paper as [45]

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Human-AI Collaboration via Conditional Delegation: A Case Study of Content Moderation
Lai, V., Carton, S., Bhatnagar, R., Liao, Q. V., Zhang, Y., & Tan, C. (2022) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3491102.3501999 · Cited by 145 · see citing works
Moderation Challenges in Voice-based Online Communities on Discord
Jiang, J. A., Kiene, C., Middler, S., Brubaker, J. R., & Fiesler, C. L. (2019) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3359157 · Cited by 112 · see citing works
Personalizing Content Moderation on Social Media: User Perspectives on Moderation Choices, Interface Design, and Labor
Jhaver, S., Zhang, A. Q., Chen, Q. Z., Natarajan, N., Wang, R., & Zhang, A. X. (2023) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3610080 · Cited by 97 · see citing works
"How advertiser-friendly is my video?": YouTuber's Socioeconomic Interactions with Algorithmic Content Moderation
Ma, R., & Kou, Y. (2021) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3479573 · Cited by 91 · see citing works
A Trade-off-centered Framework of Content Moderation
Jiang, J. A., Nie, P., Brubaker, J. R., & Fiesler, C. L. (2023) · ACM Transactions on Computer-Human Interaction · doi:10.1145/3534929 · Cited by 90 · see citing works
Flag and Flaggability in Automated Moderation
Kou, Y., & Gui, X. (2021) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3411764.3445279 · Cited by 89 · see citing works
Experiences of Harm, Healing, and Joy among Black Women and Femmes on Social Media
Musgrave, T., Cummings, A., & Schoenebeck, S. Y. (2022) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3491102.3517608 · Cited by 84 · see citing works
How to Tame "Your" Algorithm
Simpson, E., Hamann, A., & Semaan, B. (2022) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3492841 · Cited by 83 · see citing works
Self-citation
"I run the world's largest historical outreach project and it's on a cesspool of a website." Moderating a Public Scholarship Site on Reddit: A Case Study of r/AskHistorians
Gilbert, S. (2020) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3392822 · Cited by 81 · see citing works
Conformity of Eating Disorders through Content Moderation
Feuston, J. L., Taylor, A. S., & Piper, A. M. (2020) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3392845 · Cited by 81 · see citing works
Exploring the Effects of Technological Writing Assistance for Support Providers in Online Mental Health Community
Peng, Z., Guo, Q., Tsang, K. W., & Ma, X. (2020) · Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems · doi:10.1145/3313831.3376695 · Cited by 81 · see citing works
Understanding Practices, Challenges, and Opportunities for User-Engaged Algorithm Auditing in Industry Practice
Deng, W. H., Guo, B., Devrio, A., Shen, H., Eslami, M., & Holstein, K. (2023) · Proceedings of the 2023 CHI Conference on Human Factors in Computing Systems · doi:10.1145/3544548.3581026 · Cited by 78 · see citing works
PolicyKit: Building Governance in Online Communities
Zhang, A. X., Hugh, G., & Bernstein, M. S. (2020) · ACM Symposium on User Interface Software and Technology (UIST) · doi:10.1145/3379337.3415858 · Cited by 76 · see citing works
Designing Word Filter Tools for Creator-led Comment Moderation
Jhaver, S., Chen, Q. Z., Knauss, D., & Zhang, A. X. (2022) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3491102.3517505 · Cited by 72 · see citing works
Metaphors in moderation
Seering, J., Kaufman, G. F., & Chancellor, S. (2020) · New Media & Society · doi:10.1177/1461444820964968 · Cited by 70 · see citing works
“It’s common and a part of being a content creator”: Understanding How Creators Experience and Cope with Hate and Harassment Online
Thomas, K., Kelley, P. G., Consolvo, S., Samermit, P., & Bursztein, E. (2022) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3491102.3501879 · Cited by 70 · see citing works
Modular Politics
Schneider, N., Filippi, P. D., Frey, S., Tan, J., & Zhang, A. X. (2021) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3449090 · Cited by 68 · see citing works
Human and Technological Infrastructures of Fact-checking
Juneja, P., & Mitra, T. (2022) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3555143 · Cited by 67 · see citing works
Decolonizing Tactics as Collective Resilience: Identity Work of AAPI Communities on Reddit
Dosono, B., & Semaan, B. (2020) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3392881 · Cited by 65 · see citing works
Self-citation
Why do People Participate in Small Online Communities?
Hwang, S., & Foote, J. (2021) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3479606 · Cited by 63 · see citing works
"They Just Don't Get It": Towards Social Technologies for Coping with Interpersonal Racism
To, A., Sweeney, W., Hammer, J., & Kaufman, G. F. (2020) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3392828 · Cited by 63 · see citing works
Technological Frames and User Innovation
Kiene, C., Jiang, J. A., & Hill, B. M. (2019) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3359146 · Cited by 58 · see citing works
LLM-Mod: Can Large Language Models Assist Content Moderation?
Kolla, M., Salunkhe, S., Chandrasekharan, E., & Saha, K. (2024) · CHI Conference Extended Abstracts on Human Factors in Computing Systems (CHI EA) · doi:10.1145/3613905.3650828 · Cited by 55 · see citing works
"Hey, Can You Add Captions?": The Critical Infrastructuring Practices of Neurodiverse People on TikTok
Simpson, E., Dalal, S., & Semaan, B. (2023) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3579490 · Cited by 54 · see citing works
Self-citation
Collaborative Identity Decolonization as Reclaiming Narrative Agency: Identity Work of Bengali Communities on Quora
Das, D., & Semaan, B. (2022) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3491102.3517600 · Cited by 53 · see citing works
Self-citation
Towards Leveraging AI-based Moderation to Address Emergent Harassment in Social Virtual Reality
Schulenberg, K., Li, L., Freeman, G., Zamanifard, S., & McNeese, N. J. (2023) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3544548.3581090 · Cited by 50 · see citing works
The psychological impacts of content moderation on content moderators: A qualitative study
Spence, R., Bifulco, A., Bradbury, P., Martellozzo, E., & DeMarco, J. (2023) · Cyberpsychology: Journal of Psychosocial Research on Cyberspace · doi:10.5817/cp2023-4-8 · Cited by 48 · see citing works
“More broadly, moderators have reported feeling burnout and emotionally exhausted (Dosono & Semaan, 2019; Riedl et al., 2020 ; Schöpke -Gonzalez et al., 2022), apathy (Lo, 2018) and underappreciated (Wohn, 2019), as well as being harassed by users or feeling guilty for enforcing rules or taking…”
BackgroundInfluential
Punishment and Its Discontents: An Analysis of Permanent Ban in an Online Game Community
Kou, Y. (2021) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3476075 · Cited by 48 · see citing works
Addressing Interpersonal Harm in Online Gaming Communities: The Opportunities and Challenges for a Restorative Justice Approach
Xiao, S., Jhaver, S., & Salehi, N. (2023) · ACM Transactions on Computer-Human Interaction · doi:10.1145/3603625 · Cited by 47 · see citing works
"I'm not sure what difference is between their content and mine, other than the person itself"
Ma, R., & Kou, Y. (2022) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3555150 · Cited by 45 · see citing works
Proactive Moderation of Online Discussions: Existing Practices and the Potential for Algorithmic Support
Schluger, C., Chang, J. P., Danescu-Niculescu-Mizil, C., & Levy, K. E. C. (2022) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3555095 · Cited by 42 · see citing works
Why do volunteer content moderators quit? Burnout, conflict, and harmful behaviors
Schöpke-Gonzalez, A. M., Atreja, S., Shin, H. N., Ahmed, N., & Hemphill, L. (2024) · New Media & Society · doi:10.1177/14614448221138529 · Cited by 37 · see citing works
Fast, Accurate, and Healthier: Interactive Blurring Helps Moderators Reduce Exposure to Harmful Content
Das, A., Dang, B., & Lease, M. (2020) · Proceedings of the AAAI Conference on Human Computation and Crowdsourcing · doi:10.1609/hcomp.v8i1.7461 · Cited by 37 · see citing works
Measuring the Monetary Value of Online Volunteer Work
Li, H., Hecht, B. J., & Chancellor, S. (2022) · Proceedings of the International AAAI Conference on Web and Social Media · doi:10.1609/icwsm.v16i1.19318 · Cited by 36 · see citing works
After Violation But Before Sanction: Understanding Volunteer Moderators' Profiling Processes Toward Violators in Live Streaming Communities
Cai, J., & Wohn, D. Y. (2021) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3479554 · Cited by 35 · see citing works
AI on My Shoulder: Supporting Emotional Labor in Front-Office Roles with an LLM-based Empathetic Coworker
Swain, V. D., Zhong, Q. J., Parekh, J. R., Jeon, Y., Zimmermann, R., Czerwinski, M. P., Suh, J., Mishra, V., Saha, K., & Hernandez, J. (2025) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3706598.3713705 · Cited by 33 · see citing works
Coordination and Collaboration: How do Volunteer Moderators Work as a Team in Live Streaming Communities?
Cai, J., & Wohn, D. Y. (2022) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3491102.3517628 · Cited by 33 · see citing works
Upvotes? Downvotes? No Votes? Understanding the relationship between reaction mechanisms and political discourse on Reddit
Papakyriakopoulos, O., Engelmann, S., & Winecoff, A. (2023) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3544548.3580644 · Cited by 31 · see citing works
Political Bias and Factualness in News Sharing across more than 100,000 Online Communities
Weld, G., Glenski, M., & Althoff, T. (2021) · Proceedings of the International AAAI Conference on Web and Social Media · doi:10.1609/icwsm.v15i1.18104 · Cited by 31 · see citing works
The Dimensions of Data Labor: A Road Map for Researchers, Activists, and Policymakers to Empower Data Producers
Li, H., Vincent, N., Chancellor, S., & Hecht, B. J. (2023) · ACM Conference on Fairness, Accountability, and Transparency (FAccT) · doi:10.1145/3593013.3594070 · Cited by 31 · see citing works
"I Got Flagged for Supposed Bullying, Even Though It Was in Response to Someone Harassing Me About My Disability.": A Study of Blind TikTokers’ Content Moderation Experiences
Lyu, Y., Cai, J., Callis, A., Cotter, K., & Carroll, J. M. (2024) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3613904.3642148 · Cited by 30 · see citing works
"Jol" or "Pani"?: How Does Governance Shape a Platform's Identity?
Das, D., Østerlund, C. S., & Semaan, B. (2021) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3479860 · Cited by 30 · see citing works
Self-citation
All That’s Happening behind the Scenes: Putting the Spotlight on Volunteer Moderator Labor in Reddit
Li, H., Hecht, B. J., & Chancellor, S. (2022) · Proceedings of the International AAAI Conference on Web and Social Media · doi:10.1609/icwsm.v16i1.19317 · Cited by 30 · see citing works
Wisdom of Two Crowds: Misinformation Moderation on Reddit and How to Improve this Process---A Case Study of COVID-19
Bozarth, L., Im, J., Quarles, C. L., & Budak, C. (2023) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3579631 · Cited by 30 · see citing works
Towards Intersectional Moderation: An Alternative Model of Moderation Built on Care and Power
Gilbert, S. (2023) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3610047 · Cited by 30 · see citing works
Setting the Record Straighter on Shadow BanningPreprint
Merrer, E. L., Morgan, B., & Trédan, G. (2020) · arXiv (Cornell University) · doi:10.48550/arxiv.2012.05101 · Cited by 30 · see citing works
The Unsung Heroes of Facebook Groups Moderation: A Case Study of Moderation Practices and Tools
Kuo, T., Hernani, A., & Großklags, J. (2023) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3579530 · Cited by 29 · see citing works
Conversations About Crime: Re-Enforcing and Fighting Against Platformed Racism on Reddit
Wu, Q., Williams, L. K., Simpson, E., & Semaan, B. (2022) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3512901 · Cited by 29 · see citing works
Self-citation
Practicing Moderation: Community Moderation as Reflective Practice
Cullen, A. L. L., & Kairam, S. (2022) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3512958 · Cited by 29 · see citing works
StoryChat: Designing a Narrative-Based Viewer Participation Tool for Live Streaming Chatrooms
Yen, R., Feng, L., Mehra, B., Pang, C. C., Hu, S., & Lu, Z. (2023) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3544548.3580912 · Cited by 29 · see citing works
"For Us By Us": Intentionally Designing Technology for Lived Black Experiences
Egede, L., Coney, L., Johnson, B., Harrington, C., & Ford, D. (2024) · Designing Interactive Systems Conference · doi:10.1145/3643834.3661535 · Cited by 28 · see citing works
Thread With Caution: Proactively Helping Users Assess and Deescalate Tension in Their Online Discussions
Chang, J. P., Schluger, C., & Danescu-Niculescu-Mizil, C. (2022) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3555603 · Cited by 28 · see citing works
The Right to Help and the Right Help: Fostering and Regulating Collective Action in a Medical Making Reaction to COVID-19
Hofmann, M. K., Lakshmi, U. K., Mack, K., Hudson, S. E., Arriaga, R. I., & Mankoff, J. C. (2021) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3411764.3445707 · Cited by 26 · see citing works
"We Gather Together We Collaborate Together": Exploring the Challenges and Strategies of Chinese Lesbian and Bisexual Women's Online Communities on Weibo
Cui, Y., Yamashita, N., & Lee, Y. (2022) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3555148 · Cited by 25 · see citing works
Hate Raids on Twitch: Understanding Real-Time Human-Bot Coordinated Attacks in Live Streaming Communities
Cai, J., Chowdhury, S., Zhou, H., & Wohn, D. Y. (2023) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3610191 · Cited by 24 · see citing works
Measuring User-Moderator Alignment on r/ChangeMyView
Koshy, V., Bajpai, T., Chandrasekharan, E., Sundaram, H., & Karahalios, K. G. (2023) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3610077 · Cited by 24 · see citing works
'There Has To Be a Lot That We're Missing': Moderating AI-Generated Content on Reddit
Lloyd, T., Reagle, J., & Naaman, M. (2025) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3757445 · Cited by 24 · see citing works
NLPDove at SemEval-2020 Task 12: Improving Offensive Language Detection with Cross-lingual Transfer
Ahn, H., Sun, J., Park, C. Y., & Seo, J. (2020) · International Workshop on Semantic Evaluation (SemEval) · doi:10.18653/v1/2020.semeval-1.206 · Cited by 24 · see citing works
#PoetsOfInstagram: Navigating The Practices And Challenges Of Novice Poets On Instagram
De, A., & Lu, Z. (2024) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3613904.3642173 · Cited by 23 · see citing works
User-Driven Value Alignment: Understanding Users' Perceptions and Strategies for Addressing Biased and Discriminatory Statements in AI Companions
Fan, X., Xiao, Q., Zhou, X., Pei, J., Sap, M., Lu, Z., & Shen, H. (2025) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3706598.3713477 · Cited by 23 · see citing works
Who Moderates on Twitch and What Do They Do?
Seering, J., & Kairam, S. (2022) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3567568 · Cited by 23 · see citing works
Content Moderator Mental Health, Secondary Trauma, and Well-being: A Cross-Sectional Study
Spence, R., Bifulco, A., Bradbury, P., Martellozzo, E., & DeMarco, J. (2024) · Cyberpsychology, Behavior, and Social Networking · doi:10.1089/cyber.2023.0298 · Cited by 22 · see citing works
Why, when, and from whom: considerations for collecting and reporting race and ethnicity data in HCI
Chen, Y. T., Smith, A. D. R., Reinecke, K., & To, A. (2023) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3544548.3581122 · Cited by 22 · see citing works
Community-Driven Information Accessibility: Online Sign Language Content Creation within d/Deaf Communities
Tang, X., Chang, X., Chen, N., Ni, Y. (., LC, R., & Tong, X. (2023) · Proceedings of the 2023 CHI Conference on Human Factors in Computing Systems · doi:10.1145/3544548.3581286 · Cited by 21 · see citing works
Awe Versus Aww: The Effectiveness of Two Kinds of Positive Emotional Stimulation on Stress Reduction for Online Content Moderators
Cook, C. L., Cai, J., & Wohn, D. Y. (2022) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3555168 · Cited by 20 · see citing works
“In addition, while several programs have been developed to help reduce the stress and fatigue of other professionals at risk of compassion fatigue (e.g., [39, 92]), the same is not true of content moderators, who receive only inadequate support from the platform [24, 25, 75].”
Background
Hashtag Re-Appropriation for Audience Control on Recommendation-Driven Social Media Xiaohongshu (rednote)
Wan, R., Tong, L., Knearem, T., Li, T. J.-J., Huang, T.-H., & Wu, Q. (2025) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3706598.3713379 · Cited by 20 · see citing works
Mitigating Exploitation
Freeman, G., Bardzell, J., Bardzell, S., & McNeese, N. J. (2020) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3392864 · Cited by 20 · see citing works
What's Race Got To Do With It? Engaging in Race in HCI
Smith, A. D. R., Ahmed, A. A., Garcia, A. A., Dosono, B., Ogbonnaya-Ogburu, I. F., Rankin, Y. A., To, A., & Toyama, K. (2020) · CHI Conference Extended Abstracts on Human Factors in Computing Systems (CHI EA) · doi:10.1145/3334480.3375156 · Cited by 20 · see citing works
Self-citation
Le tournant affectif des recherches en communication numérique
Alloing, C., & Pierre, J. (2020) · Communiquer Revue de communication sociale et publique · doi:10.4000/communiquer.6472 · Cited by 20 · see citing works
Learning from Other Communities: Organising Collective Action in a Grassroots Food-sharing Initiative
Berns, K., Rossitto, C., & Tholander, J. (2023) · Computer Supported Cooperative Work (CSCW) · doi:10.1007/s10606-023-09468-5 · Cited by 18 · see citing works
Collecting and Reporting Race and Ethnicity Data in HCI
Chen, Y. T., Smith, A. D. R., Reinecke, K., & To, A. (2022) · CHI Conference Extended Abstracts on Human Factors in Computing Systems (CHI EA) · doi:10.1145/3491101.3519685 · Cited by 17 · see citing works
Reporting the Community Beat: Practices for Moderating Online Discussion at a News Website
McInnis, B. J., Ajmani, L., Sun, L., Hou, Y., Zeng, Z., & Dow, S. P. (2021) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3476074 · Cited by 16 · see citing works
“People are Way too Obsessed with Rank”: Trust System in Social Virtual Reality
Chen, Q., Cai, J., & Jacucci, G. (2024) · Computer Supported Cooperative Work (CSCW) · doi:10.1007/s10606-024-09498-7 · Cited by 16 · see citing works
Community Begins Where Moderation Ends: Peer Support and Its Implications for Community-Based Rehabilitation
Kou, Y., Ma, R., Zhang, Z., Zhou, Y., & Gui, X. (2024) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3613904.3642675 · Cited by 16 · see citing works
Understanding Delivery of Collectively Built Protocols in an Online Health Community for Discontinuation of Psychiatric Drugs
Papoutsaki, A., So, S., Kenderova, G., Shapiro, B. B., & Epstein, D. A. (2021) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3479564 · Cited by 16 · see citing works
‘Using humanity to change systems’ – understanding the work of online feedback moderation: A case study of Care Opinion Scotland
Berry, E., Skea, Z. C., Campbell, M., & Locock, L. (2022) · Digital Health · doi:10.1177/20552076211074489 · Cited by 15 · see citing works
ModSandbox: Facilitating Online Community Moderation Through Error Prediction and Improvement of Automated Rules
Song, J. Y., Lee, S., Lee, J., Kim, M., & Kim, J. (2023) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3544548.3581057 · Cited by 15 · see citing works
Conversational Agents to Facilitate Deliberation on Harmful Content in WhatsApp Groups
Agarwal, D., Shahid, F., & Vashistha, A. (2024) · Proc. ACM Hum. Comput. Interact. · doi:10.1145/3687030 · Cited by 19 · see citing works
WeAudit: Scaffolding User Auditors and AI Practitioners in Auditing Generative AI
Deng, W. H., Claire, W., Han, H. Z., Hong, J., Holstein, K., & Eslami, M. (2025) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3757702 · Cited by 14 · see citing works
"We're not all construction workers": Algorithmic Compression of Latinidad on TikTok
Lutz, N., & Aragon, C. (2024) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3687019 · Cited by 14 · see citing works
The Effects of Machine-powered Platform Governance: An Empirical Study of Content Moderation
He, Q., Hong, Y., & Raghu, T. S. (2021) · Hawaii International Conference on System Sciences (HICSS) · doi:10.24251/hicss.2022.724 · Cited by 13 · see citing works
Dismantling Gender Blindness in Online Discussion of a Crime/Gender Dichotomy
Qin, Y., Duan, W., Wu, Q., & Lu, Z. (2024) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3653686 · Cited by 13 · see citing works
Governance of the Black Experience on Reddit: r/BlackPeopleTwitter as a Case Study in Supporting Sense of Virtual Community for Black Users
Smith, C. E., Klassen, S., Prinster, G. H., Tan, C., & Keegan, B. (2024) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3686920 · Cited by 13 · see citing works
AURA: Amplifying Understanding, Resilience, and Awareness for Responsible AI Content Work
Zhang, A. Q., Amores, J., Shen, H., Czerwinski, M. P., Gray, M. L., & Suh, J. (2025) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3710931 · Cited by 13 · see citing works
Merlynne
Chan, T., Gauthier, R. P., Suarez, A., Sia, N. F., & Wallace, J. R. (2021) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3474677 · Cited by 13 · see citing works
Pride and Professionalization in Volunteer Moderation: Lessons for Effective Platform-User Collaboration
Seering, J., Dym, B., Kaufman, G. F., & Bernstein, M. S. (2022) · Journal of Online Trust and Safety · doi:10.54501/jots.v1i2.34 · Cited by 13 · see citing works
"Defaulting to boilerplate answers, they didn't engage in a genuine conversation": Dimensions of Transparency Design in Creator Moderation
Ma, R., & Kou, Y. (2023) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3579477 · Cited by 13 · see citing works
How Recent Migrants Develop Trust Through Community Commerce: The Emergence of Sociotechnical Adaptation
Hsiao, J. C.-Y., Darling, S., & Dillahunt, T. R. (2023) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3579611 · Cited by 12 · see citing works
Capturing Covertly Toxic Speech via Crowdsourcing
Lees, A., Borkan, D., Kivlichan, I., Nario, J. M., & Goyal, N. (2021) · Cited by 12 · see citing works
Detecting Community Sensitive Norm Violations in Online Conversations
Park, C. Y., Mendelsohn, J., Radhakrishnan, K., Jain, K., Kanakagiri, T., Jurgens, D., & Tsvetkov, Y. (2021) · Findings of the Association for Computational Linguistics: EMNLP (Findings of EMNLP) · doi:10.18653/v1/2021.findings-emnlp.288 · Cited by 12 · see citing works
Cultural Influences on Chinese Citizens’ Adoption of Digital Contact Tracing: A Human Infrastructure Perspective
Lyu, Y., & Carroll, J. M. (2022) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3491102.3517572 · Cited by 12 · see citing works
Combating Islamophobia: Compromise, Community, and Harmony in Mitigating Harmful Online Content
Rifat, M. R., Asha, A. Z., Jadon, S. S., Yan, X., Guha, S., & Ahmed, S. I. (2024) · ACM Transactions on Social Computing · doi:10.1145/3641510 · Cited by 11 · see citing works
AppealMod: Inducing Friction to Reduce Moderator Workload of Handling User Appeals
Atreja, S., Im, J., Resnick, P., & Hemphill, L. (2024) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3637296 · Cited by 11 · see citing works
"I Upload... All Types of Different Things to Say the World of Blindness Is More Than What They Think It Is": A Study of Blind TikTokers' Identity Work from a Flourishing Perspective
Lyu, Y., Cai, J., Dosono, B., Yadav, D., & Carroll, J. M. (2024) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3687013 · Cited by 11 · see citing works
Self-citation
What makes virtual intimacy...intimate? Understanding the Phenomenon and Practice of Computer-Mediated Paid Companionship
Li, W., Chen, S., Sun, L., & Yang, C. (2023) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3579546 · Cited by 11 · see citing works

Authors: Dosono, B., & Semaan, B.
Affiliations: Syracuse University (US)
ORCID: Dosono, Bryan
Semaan, Bryan
Venue: Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems
Publisher: ACM
Published: 2019-05-02
Pages: 1-13
DOI: 10.1145/3290605.3300372
OpenAlex: W2941349974
Cited by: 178
References: 101
Citations by year: 2026: 22 · 2025: 34 · 2024: 22 · 2023: 33 · 2022: 25 · 2021: 21 · 2020: 17 · 2019: 4
FWCI: 47.75
Type: conference paper
Language: en
Open access: closed
Licence: www.acm.org/publications/policies/copyright_policy#Background (vor)
Locations: CHI Conference on Human Factors in Computing Systems (publishedVersion)
Topics: Social Sciences › Sociology and Political Science › Emotional Labor in Professions
Social Sciences › Sociology and Political Science › Digital Economy and Work Transformation
Physical Sciences › Computer Science › Human-Computer Interaction › Digital Communication and Language
Keywords: emotional labor, online community moderation, identity work, volunteer burnout, solidarity, platform design

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Moderation Practices as Emotional Labor in Sustaining Online Communities: The Case of AAPI Identity Work on Reddit

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