Behind the interface: Human moderation for deliberative engagement in an eRulemaking discussion

RegulationRoom was an online discussion platform designed to help stakeholders historically missing from the conventional rulemaking processes, such as ordinary citizens and small businesses, engage in thoughtful and informed discussion about a proposed rule. To achieve the goal, RegulationRoom adopted a neutrally engaged and expertise-based facilatative moderation system. The RegulationRoom modertor helped commenters better understand the topic, engage in the discussion more effectively, consider opposing views, and substantiate their own comments. In this study, employing social network analysis (SNA), I analyzed one discussion hosted by RegulationRoom on a debt collection policy. I used crosscutting interaction between different interest groups as a proxy indicator to measure deliberativeness. The results showed that the RegulationRoom moderator played a pivotal role in facilitating active discussion, encouraging both within-group and between-group (crosscutting) interactions. Further research needs to be done to illuminate what moderation strategies are most effective in encouraging crosscutting interaction, how the quality of comments (or participation) is improved, and what roles the moderator plays in the process. RegulationRoom also showed that the diffusion of social innovation is not so much a matter of technological progress alone as of social, cultural, and organizational change, both inside and outside the rulemaking context.