Reporting online abuse to platforms: Factors, interfaces and the potential for care

Evidence suggests that the rate of reporting abuse, harassment and problematic content to platforms is substantially low. This article assesses the extent to which platform interfaces may contribute to discouraging the use of reporting as a remedy to online harms. Using a walkthrough method, we analyse reporting interfaces for the extent to which they may contribute to a lack of trust in reporting. The study found that reporting interfaces (1) did not provide appropriate access to platform policy or guidelines, (2) failed to provide options for dialogue, testimonials or mechanisms to report in formats supporting user wellbeing needs, (3) were consistently framed as individualising and transactional rather than brokering care or peer support, and (4) added to the opacity of platform intervention and decision-making processes. We argue the available interfaces do not do enough to protect users from digital harms.<p></p>