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    Successful Moderation in Online Patient Communities: Inductive Case Study

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    Author
    Skousen, T.
    Safadi, H.
    Safadi, S.
    Date
    2020
    Journal
    Journal of medical Internet research
    Publisher
    JMIR Publications
    Type
    Article
    
    Metadata
    Show full item record
    See at
    https://doi.org/10.2196/15983
    Abstract
    BACKGROUND: Online patient communities are becoming more prevalent as a resource to help patients take control of their health. However, online patient communities experience challenges that require active moderation. OBJECTIVE: This study aimed to identify the challenges of sustaining a thriving online patient community and the moderation practices employed to address the challenges and manage the online patient community successfully. METHODS: An inductive case study of Mayo Clinic Connect was analyzed using the grounded theory methodology. Insights for the analysis were obtained from semistructured interviews with community managers and community members. Secondary data sources, such as community management documents, observational meeting notes, and community postings, were used to validate and triangulate the findings. RESULTS: We identified four challenges unique to online patient communities. These challenges include passion, nonmedical advice, personal information, and community participation. We identified five categories of practices that community members used to address these challenges and moderate the community successfully. These practices include instructive, semantic, connective, administrative, and policing practices. CONCLUSIONS: Successful moderation in online patient communities requires a multitude of practices to manage the challenges that arise in these communities. Some practices are implemented as preventive measures while other practices are more interventive. Additionally, practices can come from both authority figures and exemplary members. Copyright The authors.
    Keyword
    community management
    online community moderation
    online patient communities
    online social support
    Identifier to cite or link to this item
    https://www.scopus.com/inward/record.uri?eid=2-s2.0-85082093000&doi=10.2196%2f15983&partnerID=40&md5=d2258b455fc85605ebe1ac5d1e3c5d33; http://hdl.handle.net/10713/12461
    ae974a485f413a2113503eed53cd6c53
    10.2196/15983
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    UMB Open Access Articles 2020

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