Content moderation plays an essential role in maintaining the safety and integrity of online platforms. However, this type of work is often emotionally taxing and can lead to burnout, stress, and other psychological harm. Also, many factors such as frequency of exposure and type of content can contribute to secondary or vicarious trauma. As the digital world grows, so too does the importance of ensuring the wellbeing of those who protect its integrity.
In this blog, we’ll explore some essential tips for managing the wellbeing of Content Moderators and supporting them in this challenging yet extremely important role.
1. Onboarding and Ongoing Psychoeducation
Effective training is a priority when supporting the wellbeing of Content Moderators. When moderators are properly trained, they are more equipped to handle difficult content and support their wellbeing as best they can. Comprehensive training should not only cover the technical aspects of the job (such as tools and procedures) but also provide emotional support techniques to prepare them for the role as well as ongoing resilience support throughout their career.
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Onboarding training should provide mental health skills, an understanding of potential psychological impacts of their work with strategies to manage stress, emotional fatigue and managing the impact of traumatic content. Also, training programs should be regularly updated to reflect new types of harmful content, emerging trends in online behavior while open to evolving research findings in Content Moderator wellbeing.
2. Create a Safe, Supportive Work Environment
The work environment plays such a crucial role in the effectiveness of any team, but it is especially so for Content Moderators. As they deal with disturbing or offensive content sometimes on a daily basis, it is essential to foster a safe, supportive space where moderators can feel comfortable discussing work challenges and potential impacts on their wellbeing.
Managers should ensure that open channels of communication are available for moderators to talk about their experiences. Team-building activities and peer support systems can help moderators feel less isolated. A 2014 study of 167 moderators found that seeking support from work colleagues reduced psychological distress, secondary trauma and improved wellbeing. Creating a culture where discussing mental health concerns is normalized helps destigmatize these struggles and improve support-seeking behavior.
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Provide training for management to equip them with the skills to manage team wellbeing and foster a supportive work culture that destigmatizes mental health. Also, ensure moderators have adequate opportunities for authentic social connection and peer support to provide relief from stress and the emotional impacts of their work.
3. Implement Flexible Mental Health Breaks
Moderating content can be cognitively and emotionally draining; reaching daily targets, maintaining performance standards and shifting through policy standards or high volumes of text, audio or visual content. In addition, constant exposure to graphic, violent, or distressing material including toxic online behavior can result in anxiety, compassion fatigue and secondary trauma. To help mitigate this, it’s important to at least provide regular mental health breaks throughout their workday.
Encouraging Content Moderators to step away from their workstations to take micro-breaks (2-5 mins) can significantly help reduce cognitive overload and the impact of constant exposure .
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Implement a flexible break taking system where moderators can step away when they feel impacted or overloaded and focus on something non-work-related for a few minutes.
4. Offer Trauma-Informed Psychological Support and Counseling
Given the emotional toll that content moderation can have, it’s essential to provide psychological support to help moderators cope with the stresses of their job. This support can include access to mental health professionals, or on-site counselors.
The level of impact in content moderation work depends on a number of factors, for example a recent study identified the trauma-related impact of moderating Child Sexual Abuse Material (CSAM). These findings highlight the need for psychoeducation and trauma-informed care, particularly when it comes to highly egregious content. Content Moderators are less likely to open up to a counsellor if they are not familiar with the industry and hesitate to discuss their traumatic experiences, for fear of traumatizing the mental health professional. Therefore, it is essential that wellbeing providers are trauma-informed and aware of their nuanced wellbeing needs.
The right mental health professionals can assist moderators with coping strategies, help them manage the trauma associated with certain content, and offer regular mental health check-ins. Having someone to speak to that you feel comfortable with can make a world of difference in preventing burnout and other mental health challenges.
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Offer confidential, trauma-informed counseling sessions and create an atmosphere of trust so that moderators feel comfortable reaching out when they are struggling.
5. Diversify and Rotate Tasks
Repetitive exposure to negative content can cause emotional burnout. In addition, a recent experimental study found that exposure to constant misinformation can even influence moderators’ belief systems, making them more likely to believe the claims made. One way to reduce this risk is by diversifying the types of tasks assigned to Content Moderators. By rotating tasks or focusing on different content categories, moderators can avoid being stuck in a cycle of emotionally heavy, monotonous or misleading work.
Mixing in more neutral or less emotionally taxing tasks allows moderators to take mental breaks and helps them stay engaged with their work without feeling overwhelmed by distressing content.
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Implement a system that allows moderators to rotate through different types of moderation, such as spam filtering, comment moderation, or quality control, to reduce monotony. Empower leads to support moderators’ ability to rotate types of tasks and content where possible.
6. Promote Recognition and Reward
Recognizing the hard work of content moderators is essential for boosting morale and motivation. Acknowledging their contribution with positive feedback, rewards, or even small gestures like team shoutouts can go a long way, especially in the current climate of lack of pay increases and opportunities for promotion. When moderators feel appreciated, they are more likely to remain engaged and satisfied with their work.
Reward systems could include monthly performance incentives, public recognition in team meetings, or even mental health days as part of a rewards program. Celebrating milestones and contributions helps create a sense of accomplishment and validation.
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Create a “moderator of the month” program to reward exemplary work and provide incentives that focus on well-being, such as additional paid time off or relaxation activities.
7. Measurement and Feedback for Continuous Improvement
Finally, it’s important to create a feedback loop where moderators can share their thoughts on how the job is affecting their wellbeing and how work processes can be streamlined or improved. Regular surveys, check-ins, or anonymous feedback forms can help identify potential pain points that may be contributing to mental health strain. However, keeping in mind that surveys need to be short and sweet when carried out regularly.
When moderators, like any other employees, feel like they have a say in improving their work environment, they are more likely to feel empowered, and supported. In fact, employee voice and organizational performance (engagement, retention, decision-making, innovation and success) go hand in hand.
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Implement regular feedback sessions where moderators can anonymously share their concerns, and take action based on their input. You can also arrange annual wellbeing audits with a provider to assess wellbeing metrics, check-in with employees and receive tailored, research-informed recommendations for continuous improvement.
Conclusion
Content Moderators face a unique set of challenges that can take a toll on their mental health. By adopting strategies to support their wellbeing, organizations can help prevent burnout and ensure that moderators are able to continue performing their vital role. The tips outlined here—ranging from comprehensive training and mental health support to implementing work-life balance strategies—are essential for fostering a healthier, more productive environment for content moderators. By caring for the wellbeing of those who safeguard online communities, we can ensure a more sustainable and positive future for digital platforms and the people who make them safe.
