Transparency, Fairness, and Coping: How Players Experience Moderation in Multiplayer Online Games

Renkai Ma, Yao Li, Yubo Kou

Research output: Chapter in Book/Report/Conference proceedingConference contribution


Multiplayer online games seek to address toxic behaviors such as trolling and griefing through behavior moderation, where penalties such as chat restriction or account suspension are issued against toxic players in the hope that punishments create a teachable moment for punished players to reflect and improve future behavior. While punishments impact player experience (PX) in profound ways, little is known regarding how players experience behavior moderation. In this study, we conducted a survey of 291 players to understand their experiences with punishments in online multiplayer games. Through several statistical analyses, we found that moderation explanation plays a critical role in improving players' perceived transparency and fairness of moderation; and these perceptions significantly affect what players do after punishments. We discuss moderation experience as an important facet of PX, bridge the game and moderation literature, and provide design implications for behavior moderation in multiplayer online games.

Original languageEnglish (US)
Title of host publicationCHI 2023 - Proceedings of the 2023 CHI Conference on Human Factors in Computing Systems
PublisherAssociation for Computing Machinery
ISBN (Electronic)9781450394215
StatePublished - Apr 19 2023
Event2023 CHI Conference on Human Factors in Computing Systems, CHI 2023 - Hamburg, Germany
Duration: Apr 23 2023Apr 28 2023

Publication series

NameConference on Human Factors in Computing Systems - Proceedings


Conference2023 CHI Conference on Human Factors in Computing Systems, CHI 2023

All Science Journal Classification (ASJC) codes

  • Human-Computer Interaction
  • Computer Graphics and Computer-Aided Design
  • Software

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