Making Content Moderation Less Frustrating : How Do Users Experience Explanatory Human and AI Moderation Messages

This is a study where social media users’ reactions and interpretations to different types of content moderation messages. The focus was to try and determine what reactions explanations, explanations by an AI, or explanations by human moderators had on social media users. The goal of the study was to have this study become a pilot study for future research to find a solution to fair and transparent content moderation. The main research question sought to find out what ways do user attitudes differ from content moderation messages if the moderator is human or an AI. It was found that users react more strongly against AI moderation and decision making, showing higher rates of frustration. Providing a reason for moderation increases fairness and transparency rate, regardless of human or AI delivering the decision.Självständigt Examensarbete (Forskningsartikel)