Trust and Participation in Online Usenet Self-Help Communities

Abstract

Vulnerability and self-disclosure make trust formation a key factor in the self-help process. However, the characteristics of online interaction challenge the development of trust. This article describes a study that explored trust and participation in two online self-help communities, one un-moderated and the other moderated. Members of the un-moderated community shared a chronic physical condition and the moderated community members had a chronic psychiatric disability. The research employed observation, analysis of online discussions, e-mail interviews, and comparisons of quantitative participation parameters. The primary difference between the two communities was the moderation process, which prevented any communication from disruptive individuals. The un-moderated community challenged disruptive or suspicious individuals, which often resulted in hostile discussions. The moderated community posted guidelines for participation and encouraged social communication, which facilitated the accumulation of history-based trust. The moderated community exhibited more participation during the