"I Don't Have Faith in the Developers to Use My Feedback": Understanding Player Values and Expectancy for Reporting Systems in Video Games

TL;DR

This study investigates player motivations and expectations regarding reporting systems in multiplayer video games, highlighting factors influencing their trust and perceived effectiveness.

Contribution

It applies expectancy-value theory to understand player reporting behavior and evaluates how system design impacts trust and outcomes in gaming communities.

Findings

Players are motivated by altruism and revenge.

Reporting may not always meet player expectations.

Trust depends on developer reputation and system transparency.

Abstract

Reporting systems in multiplayer video games allow players to express their dissatisfaction with others and combat in-game toxicity. In this work, we examined the act of reporting through the lens of expectancy-value theory. Using a distributed survey (n = 98) and follow-up interviews (n = 19), we explored the value players place on reporting, their desired outcomes, and their expectations that these outcomes will be achieved. Our findings revealed that reporting is motivated by both altruistic and retributive factors, with players seeking short-term revenge while also looking to foster an improved long-term community. Yet, players felt that reporting may not always meet these goals, with belief in the system being mediated by factors such as developer reputation, reporting transparency, and alignment with the community. By understanding the value and expectancy of reporting systems, we discuss their implications on broader digital moderation and consider current and potential future designs of reporting systems.