‘Asking for a friend’: Mediation needs in Israeli social media conversations on benefits and rights

Benefits and rights are integral to modern citizenship in modern society, and information is essential to their utilisation (take-up) process. Such information is often unclear and difficult to find and understand, thus requiring mediation. Who requires mediation, and under what circumstances? Does the right type matter? This study addresses these questions by computerised and manual analysis of 69,696 Israeli social media conversation segments about 29 issues. According to the results, some people need mediation to get information about benefits and rights, regardless of the right type or circumstance they face. We also developed a computerised way to identify the need for mediation in a social media conversation. Future research is needed to deepen understanding of what plays a more significant role in mediation needs – the right type, life circumstances or other factors.