Online hate speech continues to be a serious ongoing issue. For example, according to a November 2023 New York Times article, the amount of hateful content linked to the Israel-Gaza conflict soared more than 900% on some social media platforms in just one month. This alarming trend isn’t new – in 2018, 12% of American teenagers reported frequently encountering racist hate speech on social media, while 52% of teens reported came across it “often” or “sometimes.” These statistics underscore the urgent need to address and mitigate the impact of toxic content in the digital realm.
As one response to toxic content, Internet platforms have invested in large-scale content moderation to protect users and enhance trust. Civil rights groups also call for action to be taken against online hate speech such as the implementation of technological solutions.
As an alternative approach to large-scale content moderation or other tech solutions intended to address hate speech, the Analysis and Response Toolkit for Trust (ARTT) is developing a unique tool called the ARTT Guide that allows people to combine expert guidance and encouragement with their own local expertise and experience as they strive to have better online conversations.
I believe ARTT is different because our tool and approach are informed by insights from research fields including computer science, social science, media literacy, conflict resolution, and psychology – insights that can help people such as public communicators build bridges and engage in productive online conversations. Because of this unique focus, ARTT can more effectively address the nuances of online hate speech.
The multidisciplinary research our team has incorporated into the ARTT tool stresses empathy as a key solution when responding to complicated topics online.
Empathy, the ability to recognize, understand, and share the thoughts and feelings of others, is crucial in conflicted situations where the aim is to resolve issues or transform relationships; empathy can bridge divides and promote mutual respect.
There are two main types of empathy, affective and cognitive:
Affective Empathy: This is the ability to feel and share the emotions of others. When you experience affective empathy, you feel what someone else is feeling, like sharing a friend's joy or sadness.
Cognitive Empathy: This is the ability to understand someone else's perspective or mental state. Cognitive empathy involves putting yourself in another person's shoes to see things from their point of view, even if you don't share their emotions.
As an example of cognitive empathy, during a debate you might understand why someone holds a particular opinion by considering their background and experiences, even if you don’t agree with them or feel the same way about the issue.
The ARTT tool integrates responses based on both affective and cognitive empathy with other emotional and psychological strategies, highlighting the potential of empathy to transform the digital landscape by fostering inclusivity, mutual respect, and long-term benefits for online communities.
Research insights support empathy's effectiveness. One study found that empathy-based counterspeech on Twitter effectively reduced xenophobic hate speech. Counterspeech refers to direct responses to hate speech or harmful content with the aim of challenging and undermining it. In this context, counterspeech on Twitter effectively reduced xenophobic hate speech.
In other studies, researchers demonstrated that empathy instructions encouraged more empathetic engagement in immigration debates, and that empathetically framed perspective-taking could reduce polarization on social media.
These studies underscore the transformative potential of empathy in addressing online hate speech and polarization. As digital platforms evolve, integrating empathy-based strategies could foster a more inclusive and understanding online community.
By practicing empathy, we can all transform online interactions into positive, supportive exchanges. Embracing empathy not only helps counter hate speech but also paves the way for a more connected, humane, and inclusive digital world.
Here are three ways we can practice empathy and work together towards a kinder, more connected online communities:
1) Recognize and Respond
Identify hate speech and consider the emotions behind it. Respond calmly and with understanding, aiming to de-escalate the situation.
2) Take Perspective
Try to understand the poster's viewpoint. Reflect on their background and experiences to see things from their perspective, even if you disagree.
3) Share Feeling
Express empathy by acknowledging their feelings and sharing your own in a respectful manner.