The internet, particularly social media, thrives on connection. It’s a space for sharing ideas, growing communities, and sparking movements. But lurking beneath the surface can be a sinister undercurrent of negativity.
Social media platforms are constantly bombarded with harmful content, from hate speech and misinformation to harassment and violent threats. We understand that Trust & Safety isn’t just a department – it’s the bedrock of a healthy online environment.
The Human Cost of Content Moderation
Effective content moderation requires a human touch. A dedicated team of human moderators acts as a digital frontline, wading through the darkest corners of the web to keep users safe.
Content moderation is a double-edged sword. While moderators are vital in protecting our community, they are constantly exposed to offensive, disturbing, and inappropriate content.
This can lead to burnout, emotional exhaustion, secondary traumatic stress, and mental health issues. A study by Spence et al. (2023) has shown a concerning prevalence of post-traumatic stress disorder (PTSD) and depression among moderators.
Investing in the Humans Behind the Curtain
We can’t talk about Trust and Safety without acknowledging the human cost. That’s why prioritizing our content moderation team’s wellbeing is not a nicety – it’s a necessity.
Here’s how to create a supportive environment for the people who keep platforms safe:
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Building a Safety Net of Support
Provide Content Moderators with access to a comprehensive suite of resources, including counseling services, health insurance, including psychological inpatient and outpatient care, Employee Assistance Programs (EAPs), and group interventions led by licensed or accredited mental health professionals.
These resources offer moderators a safe space to process their experiences and receive the support they need to maintain their psychological and emotional wellbeing.
Ensure these resources are accessible during working hours without penalties. They will enhance a sense of psychological safety and, in turn, fidelity to the organization.
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Equipping Our Protectors
Offer extensive training and development programs throughout their entire career journey. Train moderators on processes, systems, and policies but also equip them with the tools for handling nuanced content and skills they need to protect themselves emotionally.
Proper training empowers moderators to make informed decisions and handle challenges in their day-to-day situations with confidence. These programs reflect a commitment to wellness culture in the workplace, contributing to moderators’ long-term health and performance.
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Clear Guidelines and Defined Processes
Ambiguity breeds stress. That’s why having clear and concise content moderation guidelines is essential. These guidelines ensure consistency in decision-making and minimize the risk of confusion or subjectivity to diverse content.
Moderators are empowered to act efficiently and confidently, knowing they have a clear framework to support their judgment.
Policy development and enforcement aren’t always clear–cut. Nuance and context play a large part in enforcement strategies globally. However, the clearer you can be, the better.
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Limiting Exposure and Promoting Connection
Constant exposure to negativity can be overwhelming. Implementing rotation schedules to minimize a moderator’s time spent with particularly disturbing or graphic content can be helpful for some.
Offer autonomy for moderators specializing in specific abuse areas while balancing their psychological health and wellbeing.
You can also build a supportive community among moderators by creating spaces for open communication and shared experiences. Moderators will build connections and find solace in knowing they’re not alone in facing these challenges.
The Ripple Effect of a Healthy Moderation Team
Investing in protecting content moderators ensures their psychological wellbeing and reinforces safer online environments.
Here’s how prioritizing moderator wellbeing directly translates to a better experience for everyone:
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Improved Accuracy
Focused and supported moderators are better equipped to make accurate decisions and address potential issues before they escalate. This reduces the risk of wrongly removing harmless content or allowing harmful content to slip through the cracks.
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Faster Response Times
Prioritizing the wellbeing of moderators can foster a stable and healthy moderation team. A stable team can address flagged content quickly.
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Positive User Experience
When users feel safe and protected from online harassment and negativity, they’re more likely to have a positive experience on online platforms. This creates a more engaged and vibrant online community for everyone.
Creating Positive Digital Environments
The fight against harmful content is constant, which makes moderator wellbeing a priority, and not a competitive advantage. In other words, moderator wellbeing is a shared responsibility – not an extra. If we give moderators the support and tools they need, we’ll strengthen online communities, secure platform sustainability, and promote safer digital spaces.
