  Internet and online-based social systems are rising as the dominant mode of
communication in society. However, the public or semi-private environment under
which most online communications operate under do not make them suitable
channels for speaking with others about personal or emotional problems. This
has led to the emergence of online platforms for emotional support offering
free, anonymous, and confidential conversations with live listeners. Yet very
little is known about the way these platforms are utilized, and if their
features and design foster strong user engagement. This paper explores the
utilization and the interaction features of hundreds of thousands of users on 7
Cups of Tea, a leading online platform offering online emotional support. It
dissects the level of activity of hundreds of thousands of users, the patterns
by which they engage in conversation with each other, and uses machine learning
methods to find factors promoting engagement. The study may be the first to
measure activities and interactions in a large-scale online social system that
fosters peer-to-peer emotional support.
