Community moderation approaches

Ofcom Research: A Model for Understanding User Journeys in Online Gaming Environments

Ofcom | 2023Type: Report

The Interactive Services Model (ISM) sets out user journeys, workflows used by platforms, and the trust and safety measures relied upon by different services. Desk research and interviews were used to inform the representative model by building an understanding of the typical user journey through an interactive service experience. For further information on the methodology and definitions used for the purposes of this project please refer to the overview document below.

The Procedural Justice Framework for Tech Professionals

Vivian Zhao, Jackson Akselrad, and Matt Katsaros | 2023Type: Report

This report uses the procedural justice theory to provide a framework for building effective content moderation strategies. Decades of research from the criminal legal setting, along with more recent research in the online space, suggests that a deterrence approach may not be the most optimal. Studies indicate that platforms can build trust and improve rule adherence by adopting a procedural justice approach.