Short answer
Incorporate user behaviour moderation tools and provide resources for managing challenging online interactions within social media management systems.
- Field
- Innovation & Design
- Source
- Queensland University of Technology (2018)
- Method
- Qualitative research using the Critical Incident Technique.
- Sample
- 15 participants
- Evidence
- Strong effect
Unruly consumer behaviour on social media platforms directly contributes to negative psychological and professional outcomes for social media managers. This innovation & design research insight is drawn from a 2018 study published in Queensland University of Technology. Using Qualitative research using the critical incident technique. with 15 participants, researchers explored how this design variable affects real-world outcomes. The key design takeaway: Incorporate user behaviour moderation tools and provide resources for managing challenging online interactions within social media management systems.
Social media deviance by consumers leads to burnout in social media managers
Unruly consumer behaviour on social media platforms directly contributes to negative psychological and professional outcomes for social media managers.
Queensland University of Technology · 2018
Key Findings
- 01Deviant consumer behaviour on social media is a significant factor impacting social media managers.
- 02This behaviour directly influences role burnout, turnover intentions, workload output, and job satisfaction among social media managers.
Application
Design takeaway
Incorporate user behaviour moderation tools and provide resources for managing challenging online interactions within social media management systems.
How to apply
When designing social media strategies or platforms, proactively consider the potential for negative consumer behaviour and build in mechanisms to support the human resources managing these interactions.
Project actions
- 01Consider how user behaviour can impact the well-being of those managing digital interfaces.
- 02Explore the psychological effects of managing online communities.
Method & Evidence
Variables
Strengths & Limitations
Strengths
- +Uses a qualitative approach to capture rich, in-depth experiences.
- +Focuses on a specific, often overlooked, aspect of social media management.
Limitations
The sample size is small, and the findings are based on subjective experiences.
Reliability & validity
Reliability could be improved by using a larger, more diverse sample. Validity is supported by the use of the Critical Incident Technique, which focuses on specific, real-world events.
Think critically
To what extent can platform design itself encourage or mitigate deviant consumer behaviour?
Design Principles
"Design for the well-being of platform moderators by anticipating and mitigating negative user interactions."
Understanding the impact of consumer deviance is crucial for designing effective social media management strategies and support systems. This insight highlights the human cost of managing online communities and informs the development of tools and processes that can mitigate negative effects on personnel.
What This Means for Your Design
When people behave badly on social media, it makes the jobs of the people running those social media accounts much harder and more stressful.
How to use in your project
- 1.Use this research to justify the need for specific features in your design that aim to improve the user experience for social media managers, or to mitigate negative user behaviour.
Add to My Project
Quick Cite
Paragraph starter
This research highlights the significant impact of consumer deviance on social media platforms, directly affecting the well-being and performance of social media managers. Understanding these dynamics is critical for designing more supportive and effective digital environments.
Source
Queensland University of Technology
Consumer Deviance on Social Media: An Exploration from a Social Media Management Perspective
journal · 2018
View sourceQuestions About This Research
- What does the research say about social media deviance by consumers leads to burnout in social media managers?
- Incorporate user behaviour moderation tools and provide resources for managing challenging online interactions within social media management systems. Evidence: Queensland University of Technology (2018).
- Why does "Social media deviance by consumers leads to burnout in social media managers" matter for design?
- Understanding the impact of consumer deviance is crucial for designing effective social media management strategies and support systems. This insight highlights the human cost of managing online communities and informs the development of tools and processes that can mitigate negative effects on personnel.
- How can designers apply this research?
- Incorporate user behaviour moderation tools and provide resources for managing challenging online interactions within social media management systems.
- What were the main findings?
- Deviant consumer behaviour on social media is a significant factor impacting social media managers.. This behaviour directly influences role burnout, turnover intentions, workload output, and job satisfaction among social media managers.
- What research method was used?
- Qualitative research using the Critical Incident Technique. with 15 participants.
- How strong is the evidence?
- Evidence strength is rated Strong effect, based on a 2018 journal from Queensland University of Technology.
- What should I do differently in my next project?
- When designing social media strategies or platforms, proactively consider the potential for negative consumer behaviour and build in mechanisms to support the human resources managing these interactions.
- What are the limitations?
- The study relies on self-reported incidents and perceptions, which may be subject to recall bias. The findings are specific to the interviewed social media managers and may not be generalizable to all contexts.