Communications of the ACM
A survey of trust and reputation systems for online service provision
Decision Support Systems
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The positive bias commonly found in online feedback systems suggests the presence of a marginalized group of users that sequester their non-positive reviews, excluding these users from participation in social discourse. To understand the barriers to participation, this paper analyzes unsolicited online forum discussions of a virtual community to identify features of an online feedback system that may act as barriers to contribution. By examining conflicts between user perceptions of values and functionality of the system, this study reveals that character limitations to reviews and restricted labeling conventions discourage users from contributing non-positive feedback.