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We investigate relationships between online self-disclosure and received social support and user engagement during the COVID-19 crisis. We crawl a total of 2, 399 posts and 29, 851 associated comments from the r/COVID19ₛupport subreddit and manually extract fine-grained personal information categories and types of social support sought from each post. We develop a BERT-based ensemble classifier to automatically identify types of support offered in users’ comments. We then analyze the effect of personal information sharing and posts’ topical, lexical, and sentiment markers on the acquisition of support and five interaction measures (submission scores, the number of comments, the number of unique commenters, the length and sentiments of comments). Our findings show that: (1) users were more likely to share their age, education, and location information when seeking both informational and emotional support as opposed to pursuing either one; (2) while personal information sharing was positively correlated with receiving informational support when requested, it did not correlate with emotional support; (3) as the degree of self-disclosure increased, information support seekers obtained higher submission scores and longer comments, whereas emotional support seekers’ self-disclosure resulted in lower submission scores, fewer comments, and fewer unique commenters; and (4) post characteristics affecting audience response differed significantly based on types of support sought by post authors. These results provide empirical evidence for the varying effects of self-disclosure on acquiring desired support and user involvement online during the COVID-19 pandemic. Furthermore, this work can assist support seekers hoping to enhance and prioritize specific types of social support and user engagement.
Lee et al. (Tue,) studied this question.