Improving Moderator Responsiveness in Online Peer Support Through Automated Triage.

ABSTRACT:

Background

Online peer support forums require oversight to ensure they remain safe and therapeutic. As online communities grow, they place a greater burden on their human moderators, which increases the likelihood that people at risk may be overlooked. This study evaluated the potential for machine learning to assist online peer support by directing moderators' attention where it is most needed.

Objective

This study aimed to evaluate the accuracy of an automated triage system and the extent to which it influences moderator behavior.

Methods

A machine learning classifier was trained to prioritize forum messages as green, amber, red, or crisis depending on how urgently they require attention from a moderator. This was then launched as a set of widgets injected into a po

SUBMITTER: Milne DN 

PROVIDER: S-EPMC6658385 | biostudies-literature | 2019 Apr

REPOSITORIES: biostudies-literature