Online Moderation in Competitive Action Games: How Intervention Affects Player Behaviors

Online competitive action games have flourished as a space for entertainment and social connections, yet they face challenges from a small percentage of players engaging in disruptive behaviors. This study delves into the under-explored realm of understanding the effects of moderation on player behavior within online gaming on an example of a popular title - Call of Duty(R): Modern Warfare(R)II. We employ a quasi-experimental design and causal inference techniques to examine the impact of moderation in a real-world industry-scale moderation system. We further delve into novel aspects around the impact of delayed moderation, as well as the severity of applied punishment. We examine these effects on a set of four disruptive behaviors including cheating, offensive user name, chat, and voice. Our findings uncover the dual impact moderation has on reducing disruptive behavior and discouraging disruptive players from participating. We further uncover differences in the effectiveness of quick and delayed moderation and the varying severity of punishment. Our examination of real-world gaming interactions sets a precedent in understanding the effectiveness of moderation and its impact on player behavior. Our insights offer actionable suggestions for the most promising avenues for improving real-world moderation practices, as well as the heterogeneous impact moderation has on indifferent players.