Nichele, Lavorna & Middleton
This research aims to better understand the challenges and needs of moderators and digital counsellors. Moderation can be defined as the ‘governance mechanisms that structure participation in a community to facilitate cooperation and prevent abuse’. Moderators and digital counsellors need both intellectual and social capital, as they require both specialised subject knowledge and the ability to navigate online support in effective ways. Through this case study, the authors intend to contribute to the development of responsible AI tools that are fit for purpose and better understand the challenges. If AI is delivered in a responsible way, with safeguards in place as part of a wider and evidenced governance framework, coupled with opportunities for stakeholder trust to be built via mechanisms such as co-design, then it can potentially empower moderators and lead the field of digital community moderation into an exciting future.