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As content moderation becomes a central aspect of all social media platformsand online communities, interest has grown in how to make moderation decisionscontestable. On social media platforms where individual communities moderatetheir own activities, the responsibility to address user appeals falls onvolunteers from within the community. While there is a growing body of workdevoted to understanding and supporting the volunteer moderators' workload,little is known about their practice of handling user appeals. Through acollaborative and iterative design process with Reddit moderators, we foundthat moderators spend considerable effort in investigating user ban appeals anddesired to directly engage with users and retain their agency over eachdecision. To fulfill their needs, we designed and built AppealMod, a systemthat induces friction in the appeals process by asking users to provideadditional information before their appeals are reviewed by human moderators.In addition to giving moderators more information, we expected the friction inthe appeal process would lead to a selection effect among users, with manyinsincere and toxic appeals being abandoned before getting any attention fromhuman moderators. To evaluate our system, we conducted a randomized fieldexperiment in a Reddit community of over 29 million users that lasted for fourmonths. As a result of the selection effect, moderators viewed only 30% ofinitial appeals and less than 10% of the toxically worded appeals; yet theygranted roughly the same number of appeals when compared with the controlgroup. Overall, our system is effective at reducing moderator workload andminimizing their exposure to toxic content while honoring their preference fordirect engagement and agency in appeals.

AppealMod: Inducing Friction to Reduce Moderator Workload of Handling User Appeals