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@rwg Oh wow, thanks for this! I have a companion piece drafted, not sure if I will finish it, on moderation experience that accompanied this incident as I tried to get to the bottom of it (I see what you did there 😂). It is a little more instance-to-instance, tho still thru user's eyes.

Anyway agree fully abt how level/scale of where researcher looks affects analysis. (Usually in my research I've focused more on the mediating layer too, rather than end users; this had, uh, peculiar origins)