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SolutionChat: Real-time Moderator Support for Chat-based Structured Discussion
- Source :
- CHI
- Publication Year :
- 2020
- Publisher :
- ACM, 2020.
-
Abstract
- Online chat is an emerging channel for discussing community problems. It is common practice for communities to assign dedicated moderators to maintain a structured discussion and enhance the problem-solving experience. However, due to the synchronous nature of online chat, moderators face a high managerial overhead in tasks like discussion stage management, opinion summarization, and consensus-building support. To assist moderators with facilitating a structured discussion for community problem-solving, we introduce SolutionChat, a system that (1) visualizes discussion stages and featured opinions and (2) recommends contextually appropriate moderator messages. Results from a controlled lab study (n=55, 12 groups) suggest that participants' perceived discussion trackability was significantly higher with SolutionChat than without. Also, moderators provided better summarization with less effort and better managerial support using system-generated messages with SolutionChat than without. With SolutionChat, we envision untrained moderators to effectively facilitate chat-based discussions of important community matters.
- Subjects :
- Online chat
Online discussion
05 social sciences
Applied psychology
020207 software engineering
02 engineering and technology
Moderation
Automatic summarization
Overhead (business)
0202 electrical engineering, electronic engineering, information engineering
0501 psychology and cognitive sciences
Computer-mediated communication
Psychology
050107 human factors
Subjects
Details
- Database :
- OpenAIRE
- Journal :
- Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems
- Accession number :
- edsair.doi...........23efb246b1e7ce530a271d4da22c54d8