TY - JOUR AU - Skousen, Tanner AU - Safadi, Hani AU - Young, Colleen AU - Karahanna, Elena AU - Safadi, Sami AU - Chebib, Fouad PY - 2020 DA - 2020/3/17 TI - Successful Moderation in Online Patient Communities: Inductive Case Study JO - J Med Internet Res SP - e15983 VL - 22 IS - 3 KW - online patient communities KW - online social support KW - online community moderation KW - community management AB - Background: Online patient communities are becoming more prevalent as a resource to help patients take control of their health. However, online patient communities experience challenges that require active moderation. Objective: This study aimed to identify the challenges of sustaining a thriving online patient community and the moderation practices employed to address the challenges and manage the online patient community successfully. Methods: An inductive case study of Mayo Clinic Connect was analyzed using the grounded theory methodology. Insights for the analysis were obtained from semistructured interviews with community managers and community members. Secondary data sources, such as community management documents, observational meeting notes, and community postings, were used to validate and triangulate the findings. Results: We identified four challenges unique to online patient communities. These challenges include passion, nonmedical advice, personal information, and community participation. We identified five categories of practices that community members used to address these challenges and moderate the community successfully. These practices include instructive, semantic, connective, administrative, and policing practices. Conclusions: Successful moderation in online patient communities requires a multitude of practices to manage the challenges that arise in these communities. Some practices are implemented as preventive measures while other practices are more interventive. Additionally, practices can come from both authority figures and exemplary members. SN - 1438-8871 UR - http://www.jmir.org/2020/3/e15983/ UR - https://doi.org/10.2196/15983 UR - http://www.ncbi.nlm.nih.gov/pubmed/32181743 DO - 10.2196/15983 ID - info:doi/10.2196/15983 ER -