A multilevel analysis of sociability, usability, and community dynamics in an online health community

ABSTRACT

The aim of this research is to develop an in-depth understanding of the dynamics of online group interaction and the relationship between the participation in an online community and an individual's off-line life. The 2½-year study of a thriving online health support community (Bob's ACL WWWBoard) used a broad fieldwork approach, guided by the ethnographic research techniques of observation, interviewing, and archival research in combination with analysis of the group's dynamics during a one-week period. Research tools from the social sciences were used to develop a thick, rich description of the group. The significant findings of this study include: dependable and reliable technology is more important than state-of-the-art technology in this community; strong community development exists despite little differentiation of the community space provided by the software; members reported that participation in the community positively influenced their offline lives; strong group norms of support and reciprocity made externally-driven governance unnecessary; tools used to assess group dynamics in face-to-face groups provide meaningful information about online group dynamics; and, membership patterns in the community and strong subgroups actively contributed to the community's stability and vitality.

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INDEX TERMS

Primary Classification:
  K. Computing Milieux
  K.4 COMPUTERS AND SOCIETY

Additional Classification:
  H. Information Systems
  H.5 INFORMATION INTERFACES AND PRESENTATION (I.7)
      H.5.3 Group and Organization Interfaces
          Subjects: Asynchronous interaction; Web-based interaction

  K. Computing Milieux
  K.4 COMPUTERS AND SOCIETY
      K.4.2 Social Issues

Keywords:
Online community, electronic support groups, health, online group dynamics, online social support, patient support community, self-help via the Internet, sociability, usability