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By and large, however, the social media community can do little more than improvise reactions, not quite sure how to use the old familiar social scripts as guides to lending effective support. To examine the role of social media in the grieving process, we used a mixed-methods approach: 12 interviews with \u201csocial media grievers\u201d reveal the expectations of the bereaved regarding other users\u2019 behavior. By way of two online experiments with 1058 participants, we tested how these expectations are met by the messaging of social media providers in accordance with social norm theory. We found that injunctive social norm messages are particularly effective, whereas descriptive social norm messages vary in their effectiveness, depending on which information is presented and how prominently so. What our study shows, then, is that both are potent socio-technical tools that can guide users towards more empathetic behavior when dealing with the bereaved, so while social media may not be a substitute for therapy, they can offer profound comfort for those of us dealing with bereavement and grief. <\/jats:p>","DOI":"10.1177\/02683962231171401","type":"journal-article","created":{"date-parts":[[2023,4,14]],"date-time":"2023-04-14T03:30:40Z","timestamp":1681443040000},"page":"417-440","update-policy":"https:\/\/doi.org\/10.1177\/sage-journals-update-policy","source":"Crossref","is-referenced-by-count":3,"title":["The influence of social norms on expressing sympathy in social media"],"prefix":"10.1177","volume":"39","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-2338-8373","authenticated-orcid":false,"given":"Valerie","family":"Graf-Drasch","sequence":"first","affiliation":[{"name":"University of Hohenheim, Stuttgart, Germany"},{"name":"Branch Business & Information Systems 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