The psychology of volunteer moderators: Tradeoffs between participation, belonging, and norms in online community governance

Abstract

Online communities rely on effective governance for success, and volunteer moderators are crucial for ensuring such governance. Despite their significance, much remains to be explored in understanding the relationship between community governance processes and moderators’ psychological experiences. To bridge this gap, we conducted an online survey with over 600 moderators from Reddit communities, exploring the link between different governance strategies and moderators’ needs and motivations. Our investigation reveals a contrast to conventional views on democratic governance within online communities. While participatory processes are associated with higher levels of perceived fairness, they are also linked with reduced feelings of community belonging and lower levels of institutional acceptance among moderators. Our findings challenge the assumption that greater democratic involvement unequivocally leads to positive community outcomes, suggesting instead that more centralized governance approaches can also positively affect moderators’ psychological well-being and, by extension, community cohesion and effectiveness.