Moderation and Mediation: Technological Applications in Social Conflict Resolution

Abstract

This article examines the evolving role of technology in the management of online conflict, emphasizing a shift from passive moderation to active mediation. Conventional moderation systems eliminate content and penalize individuals, potentially hindering society's capacity to engage in challenging yet essential discussions. Mediation-based solutions facilitate mediated exchanges grounded in conflict resolution theory and computer-mediated communication. The updated study design employs a mixed methods approach that integrates content analysis of social media platforms and conflict events with qualitative case studies of platforms evaluating mediation options. The findings indicate that technological mediation can identify escalation trends, intervene contextually, and reduce overt animosity compared to conventional moderation. Nonetheless, two significant drawbacks exist: reliance on platform-generated statistics and restricted generalizability due to selective case studies, which hinder the comprehension of long-term effects on relationship quality from the perspective of direct users. In principle, technology serves as a hybrid intermediary both regulating and facilitating discourse extending Habermasian communicative action into digitally regulated realms. Biases, opacities, and reductions in empathic capacity would further limit the revolutionary potential. The study indicates that moderation and mediation represent both a technological and conceptual restructuring of digital governance, highlighting the need for inclusive, contextual, and morally attuned interventions.