Strategies for Dealing with Controversial User-Generated Content on Social Media: Challenges and Managerial Responses
摘要
The centrality of social media managers in fostering and maintaining online communities cannot be overstated. However, their pivotal role in content moderation and decision-making has received limited attention in existing literature. This study contributes to filling this critical gap by providing a comparative and comprehensive examination of the challenges faced by social media managers in the specific context of justice advocacy, focusing on the case of activism for justice for Roman Zadorov in Israel. Three distinct challenges were identified: the handling of graphic images, the posting of names of suspected individuals, and the inclusion of content from unconventional sources. Through a comprehensive netnographic study spanning seven years, I gained insights into the strategies employed by administrators to navigate these challenges. The findings reveal a nuanced landscape of content moderation, where administrators grapple with varying ethical, legal, and cultural considerations. While some opt for stringent content restrictions to preserve credibility, others advocate for freedom of expression, leading to a diverse tapestry of approaches.