The internet has irrevocably changed our society. For one thing, it has democratised knowledge because, for the most part, everyone can access new ideas old ideas, and everything in between. Ideas or learnings that are incredibly valuable and, to a certain degree, put power in everyone’s hands, not just the elite or the wealthy.
However, opening the floodgates means everything gets through—the detritus and the falsehoods (which are more challenging to detect), and that’s problematic.
The good news, though, is that we are protected thanks to the commitment and dedication of Content Moderators. These people, who sift through everything and remove what is harmful, graphic, or false, contribute massively to making the internet safe.
Consequently, as a result of these people, when we gather together online to share knowledge, experiences and stories, we can rest easy and feel happier and more confident to join in and engage, secure in the knowledge that we will not unexpectedly encounter or be shown distressing imagery or offensive language.
The Top 4 Ways Content Moderators Promote and Foster a Better Online Experience
1. Make it Safe and Inclusive
As I mentioned earlier, the primary outcome of content moderation is that when you go online, you will not be exposed to content that is harmful, offensive, graphic, or intentionally hateful. By removing or filtering out toxic content, moderators create an environment where diverse voices feel welcome and can participate without fear. In turn, this helps foster a sense of belonging, trust, and community.
2. Promote Healthy and Civil Discourse
Debate predates the internet, and I love to watch people with opposing views discuss a topic smartly and civilly. It’s about setting boundaries and guidelines and ensuring anyone who wishes to participate in the discussion adheres to the rules. Content Moderators do this with aplomb.
The absence of such can, however, mean a debate can quickly go from an exchange of ideas and views to disrespectful personal attacks, with language and actions that are threatening and hostile.
No one wants this- or at least most people don’t – and instead, they want a space where people can express an opinion, even controversial, without feeling threatened or unwelcome. Moderators set the tone of online spaces by enforcing rules and guidelines, which can strongly influence discussions.
The presence or absence of moderation can determine whether a community is respectful or hostile, inclusive or exclusive. Communities with strict moderation often have a more positive and productive discourse, while those with little to no moderation can spiral into negativity or chaos.
3. Prevent the Spread of Misinformation
Again, you can just about get information about anything on the internet… but is it trustworthy?
We each will have those sources that we believe to be more valuable than others. Still, the number of news items or AI-generated stories means that we really do need Content Moderators to limit and, ideally, remove any content that is not accurate. And while it may not be too harmful if a statistic is incorrect, it is when it comes to issues like health or global political unrest. By flagging and removing false or misleading content, moderators help uphold the integrity of discussions and prevent the harmful consequences that misinformation can have on individuals and societies
4. Encourage User Trust and Retention
Do you use a particular social platform or forum? If yes, the likelihood is that you are building a relationship with it. Just like a brand, you are loyal and will keep going back to your choice over the competition. You have a good sense of the platform/forum and are probably staying on because you know that your experience so far has been a positive one, and you’ve grown to trust them.
If the platform or forum suddenly dropped that and became instead a free-for-all, it’s unlikely you’d stick around.
Content Moderation and Building a Better Online CX is Good for Business
Love them or hate them, ads impact our internet experience. Sometimes, they can give us an idea for a gift, switching to a new provider, or even a vacation.
However, brands would be far less willing to invest in digital advertising if they could not guarantee that potential customers would not be exposed to content damaging their brand’s reputation.
Freedom of Speech or Censorship?
Of course, very little in this world is simple. There are subtle and not-so-subtle nuances to the very idea of what is considered free speech. People will disagree over what is graphic and what image is necessary to tell the story—an issue that is becoming more convoluted as we become more desensitised to depictions of war and violence. Some will argue that when content is removed, it is a form of oppression and that people should be free to make up their minds.
And then there are our innate biases. Content Moderators are not exempt and could be held accountable for simply removing content that doesn’t align with their social or moral views.
Therefore, Content Moderators must be given the training and the resources to walk that fine line between free speech and maintaining community standards. We don’t want to end up in a world where nothing is allowed and creativity, discussion, and education are stifled or suppressed.
It’s a tough balancing act and one that AI is making harder.
Conclusion
We all want to continue to go online and either be entertained, educated, or shop without having to worry that we might encounter toxic, hateful, or graphic content. Unfortunately, human nature is what it is. The only way to stop or prevent this is if Content Moderators exist, and by doing their job, they remove what’s unsuitable and keep the virtual world safe.
