Examining the Impact of Generative AI on Users’ Voluntary Knowledge Contribution: Evidence from A Natural Experiment on Stack Overflow

Practice and policy abstract Generative artificial intelligence (AI) is reshaping online knowledge-sharing, but its effects on voluntary user contributions remain uncertain. This study examines how the usage of ChatGPT influences users’ answering behavior on Stack Overflow, one of the world’s largest question-and-answer platforms. Using a natural experiment, we find that access to generative AI increases the number of answers users provide, whereas those answers are typically shorter and easier to read. These patterns suggest that users are learning from AI outputs, enabling them to share knowledge more efficiently. However, intensive reliance on AI introduces cognitive strain, which can reduce contribution levels. For practice, our findings underscore the importance for platform owners and managers to strike a balance between AI integration and user support. Encouraging AI-assisted learning can expand participation and improve the accessibility of content, but safeguards are necessary to prevent cognitive overload and ensure the quality of answers. From a policy perspective, our study highlights the importance of establishing clear guidelines for the responsible use of AI in community-driven platforms. By designing thoughtful integration strategies, organizations can harness the benefits of AI—enhancing efficiency and readability—while sustaining authentic, high-quality knowledge contributions.

• 저널Information Systems Research
• 토픽AI in Service Interactions · Artificial Intelligence
• DOI10.1287/isre.2023.0332
• 저자Guohou Shan, Liangfei Qiu