How to make online arguments productive
The internet seems like the place to go to get into fights. Whether they’re with a family member or a complete stranger, these arguments have the potential to destroy important relationships and consume a lot of emotional energy.
Researchers at the University of Washington worked with almost 260 people to understand these disagreements and to develop potential design interventions that could make these discussions more productive and centered around relationship-building. The team published these findings this April in the latest issue of the Proceedings of the ACM in Human Computer Interaction Computer-Supported Cooperative Work.
“Despite the fact that online spaces are often described as toxic and polarizing, what stood out to me is that people, surprisingly, want to have difficult conversations online,” said lead author Amanda Baughan, a UW doctoral student in the Paul G. Allen School of Computer Science & Engineering. “It was really interesting to see that people are not having the conversations they want to have on online platforms. It pointed to a big opportunity to design to support more constructive online conflict.”
In general, the team said, technology has a way of driving users’ behaviors, such as logging onto apps at odd times to avoid people or deleting enjoyable apps to avoid spending too much time on them. The researchers were interested in the opposite: how to make technology respond to people’s behaviors and desires, such as to strengthen relationships or have productive discussions.
“Currently many of the designed features that users leverage during an argument support a no-road-back approach to disagreement — if you don’t like someone’s content, you can unfollow, unfriend or block them. All of those things cut off relationships instead of helping people repair them or find common ground,” said senior author Alexis Hiniker, an assistant professor in the UW Information School. “So we were really driven by the question of how do we help people have hard conversations online without destroying their relationships?”
The researchers did their study in three parts. First, they interviewed 22 adults from the Seattle area about what social media platforms they used and whether they felt like they could talk about challenging topics. The team also asked participants to brainstorm potential ways that these platforms could help people have more productive conversations. More