From Community Governance to Customer Service and Back Again: Re-Examining Pre-Web Models of Online Governance to Address Platforms’ Crisis of Legitimacy
As online platforms grow, they find themselves increasingly trying to balance two competing priorities: individual rights and public health. This has coincided with the professionalization of platforms’ trust and safety operations—what we call the “customer service” model of online governance. As pr...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
SAGE Publishing
2023-09-01
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| Series: | Social Media + Society |
| Online Access: | https://doi.org/10.1177/20563051231196864 |