Content Moderators play a crucial role in maintaining the integrity and safety of our platforms, as they sift through vast amounts of content to ensure that harmful or inappropriate material is removed. This often involves exposure to distressing and disturbing content, which can have a significant impact on their mental and emotional wellbeing. Investing in the wellbeing of Content Moderators is not just an ethical obligation but also a good business decision.
This article looks at the return companies can expect to receive from a wellbeing solution and the positive impact it can have on your employees, your Trust & Safety team leaders, and the organization.
The Importance of Wellbeing in the Workplace
Numerous studies highlight the direct link between employee wellbeing and organizational success. According to a report by the World Health Organization (WHO), workplaces that prioritize mental health see a return of $4 for every $1 invested due to increased productivity and reduced absenteeism. Furthermore, research from Gallup has shown that employees who feel supported and valued in their roles are 17% more productive, have a 41% lower rate of absenteeism and 21% more profitable. These findings emphasize that wellbeing is not just a personal concern but a key driver of business performance.
The Unique Challenges Faced by Content Moderators
Content Moderators and Trust & Safety teams face a unique set of challenges that distinguish their roles from other jobs. Regular exposure to violent, graphic, or disturbing material can lead to emotional distress, anxiety, and even post-traumatic stress disorder (PTSD). A study conducted by Dr Sarah T. Roberts of UCLA, found that nearly 50% of Content Moderators showed symptoms of psychological distress, with many experiencing burnout and vicarious trauma. These challenges underscore the need for robust support systems tailored specifically to the needs of moderators.
The Business Case for Investing in Content Moderator Wellbeing
1. Enhanced Productivity
When Content Moderators are supported and their wellbeing is prioritized, they are more likely to be productive, efficient and accurate. A study published in the Journal of Occupational and Environmental Medicine highlighted that employees with high wellbeing are more engaged and productive. By investing in the mental health of moderators, companies can ensure that their teams remain focused and motivated, ultimately leading to better content quality and a safer platform for users.
2. Reduced Attrition
High turnover rates can be costly for any organization, both in terms of recruitment onboarding, and training expenses. Content moderation is often seen as a stressful job, leading to higher rates of employee turnover. However, companies that invest in wellbeing programs and provide mental health support are likely to see a reduction in attrition rates. According to the Boston Consulting Group, employees who feel safe to speak up in the workplace and take risks without fear of being blamed or criticized report feeling 2.1 times more motivated, 2.7 times happier, and 3.3 times more enabled to reach their full potential at work. When leaders successfully build this feeling—known as “psychological safety”—among their workforce, attrition risk is greatly reduced. By prioritizing the wellbeing of moderators, organizations can retain experienced staff, reduce turnover costs, and ensure the continuity of their moderation effort is consistent.
3. Improved Decision Making
Content moderation requires quick and sound judgment to assess whether a particular piece of content violates platform guidelines. Moderators who are under stress or experiencing burnout may struggle with decision-making, potentially leading to errors that could harm the organization’s reputation. By supporting the mental health of moderators, organizations can help ensure that their teams are making informed and consistent decisions, which in turn enhances the platform’s reliability and trustworthiness to users.
4. Building a Positive Organizational Culture
Investing in employee wellbeing helps build a positive organizational culture. When employees see that their wellbeing is a priority, they are more likely to feel valued and respected. This can foster a sense of loyalty and commitment to the organization. A positive workplace culture not only benefits current employees but also makes the organization more attractive to potential hires. In an industry where skilled Content Moderators are essential, having a reputation as a supportive and caring employer can be a significant competitive advantage.
5. Legal and Ethical Considerations
Beyond the productivity and financial benefits, there are also legal and ethical considerations. Several lawsuits have highlighted the lack of mental health support for Content Moderators, leading to negative publicity, brand damage, negative impact on share price and legal repercussions. By proactively investing in the wellbeing of their moderators, companies can mitigate these risks and demonstrate their commitment to ethical practices.
Practical Steps for Supporting Content Moderator Wellbeing
To effectively support the wellbeing of Content Moderators, organizations can implement several strategies:
- Regular Mental Health Check-Ins – Implement routine mental health check-ins and provide access to mental health professionals. This can help identify early signs of distress and provide timely support.
- On–Site Therapists – Provide on–site therapists for Content Moderators enables the delivery of regular 121 sessions and peer group sessions, which helps mitigate the egregious work’s impact.
- Resilience Training – Offer training programs that equip moderators with coping strategies and resilience techniques. These programs can help moderators manage stress and build emotional resilience.
- Rotation and Breaks – Implement a rotation system to ensure that moderators are not continuously exposed to distressing content. Scheduled breaks and time off can help mitigate the effects of prolonged exposure.
- Supportive Work Environment – Foster a supportive work culture where employees feel safe discussing their mental health challenges. Encourage open communication and provide resources for mental health support.
- Technology Solutions – Leverage AI and automated tools to reduce the volume of disturbing content that human moderators need to review. This can help alleviate the emotional burden on moderators.
Conclusion
Investing in the wellbeing of Content Moderators is a smart business decision that can lead to enhanced productivity, reduced attrition, and improved decision-making. By prioritizing the mental health of moderators, organizations can create a safer, more positive work environment that benefits both employees and users. As the digital landscape continues to evolve, the wellbeing of Content Moderators will remain a critical factor in the success and sustainability of social media platforms. For more information on how you can support the wellbeing of your Content Moderators, contact us today.
