Civil Interactivity: How News Organizations' Commenting Policies Explain Civility and Hostility in User Comments

Abstract

The digital transformation of journalism enables new modes of interactivity with the news. While user comments are nearly ubiquitous across news Web sites, there is little understanding about how to improve the quality of discussion spaces that many characterize as hostile and vitriolic. This study uses a keyword content analysis of user comments across 20 news Web sites to understand the organizational policies that encourage more productive dialogue. The findings show that specific policies regarding user registration, moderation of comments, and reputation management systems are effective facilitators of civil discussion.