My heroes and heroines are often unlikely people who are dragged into situations without meaning to become involved, or people with a past that has never quite left them. They are often isolated, introspective people, often confrontational or anarchic in some way, often damaged or secretly unhappy or incomplete.
Most of us yearn for really intimate, healthy, in-person relationships. People have a deep desire to be understood, to be told that it's OK, that you're not isolated and broken, that this is part of the human challenge, and that there is hope. The capacity for online interactions to do that is powerful.