Timely Quality Problem Resolution in Peer-Production Systems: The Impact of Bots, Policy Citations, and Contributor Experience

Online peer-production systems create value by enabling people to participate in the production of a common good such as an open encyclopedia by building freely on each other’s work. Fixing quality problems in peer production in a timely manner is critical because millions of people rely on peer-produced content for learning and decision making. The longer low-quality content remains in place, the more it can harm the reputation of a peer-production system and diminish the capability of the system to maintain its contributor base. We study different mechanism affecting the timeliness of quality problem resolution in Wikipedia and find that the speedy resolution of quality problems depends on the successful integration of software robots (bots) and the careful calibration of policy citations to the different levels of experience among contributors. Most control mechanisms found in firm-based production do not apply to peer production, and instead, quality control in peer production must leverage the strengths of different contributors and harness the benefits of technological support and adaptive policy frameworks to improve productivity and achieve high-quality outcomes.