In the context of online hate with young people, the biggest factors we found for why young people do not intervene is, one, because they struggle to recognize when something is definitively online hate and, two, because they don't know how to respond. This is impeded by what I mentioned with regard to young people being understandably concerned with maintaining social harmony among their peers.
However, at the same time, we know that the norms or community morals, if you will, within an online community are typically set and driven by the loudest 10%. What we found was that even a very small action within an online community to demonstrate that there wasn't consensus around, let's say, a particular viewpoint was incredibly motivating and encouraged others to respond as well.
Young people responded to this sort of peer-to-peer.... They had the opportunity to recognize and realize that other young people—or anyone in the community—were responding to the contrary. That pushed the dial within the community and demonstrated how valuable it is to let the community know that this was not the consensus.
At the same time, I want to mention that we also want to make it clear to young people that we need to set parameters around what kinds of content we should engage in, because we might suggest that a particular subject is worthy of debate, which hate groups can utilize to their advantage as well. Part of the resources, tools, lessons and critical thinking capacities we provide are to help young people determine facts from fiction or to be able to distinguish arguments based on fact from those that are attempting to sow doubt and denialism, for example.