What helps content moderators cope with the job?

posted by Ruth Spence

Qualitative findings re: Coping

Being a content moderator (CM) is not an easy job. There is the content itself, which can be disturbing to see and on top of that there can be the added pressure of meeting quotas for accuracy and number of actions taken. As part of our research we conducted in-depth interviews with content moderators who are exposed to child sexual abuse material (CSAM) as part of their job. We asked them about their role and what helped them cope with the pressures of the job.

Content moderators used a range of personal coping strategies, and they also talked about ways in which their employers were supportive. Here we outline what CMs told us they found helpful:

1. Talk to others

CMs told us it was difficult to talk to people about the job, they wanted to protect others from what they had seen. Talking to colleagues was therefore a crucial source of support and practical advice about how to cope in the job.

2. Think about the impact

Where you can, link the work to real-world results. Having tangible evidence of how important this job is helped keep people motivated and in the role.

3. Create a boundary between work and home

Everyone had their own way of doing this, but keeping work and home lives separate was important. A ritual at the end of the work day can help you 'leave work at work' and maintaining activities and relationships outside of work can help with distraction from work.

4. Exercise

Exercise not only helped with distraction but was a great way to regulate emotions, release tension and focus on the present.

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5. Provide good equipment

Equipment that allowed CMs to minimise screens, mute audio and cease viewing once the content was analysed meant exposure could be kept to a minimum.

6. Provide therapy

Therapy by counsellors or psychologists who were trauma informed was found incredibly useful by CMs

7. Provide autonomy

Letting CMs have breaks as and when needed in a way that was comfortable for the individual (e.g. being able to leave the building vs. going to a break room) made them feel trusted and valued

8. Listen

CMs who felt the organisation listened to their concerns and ideas, and understood the impact of the content felt much more supported to do their role and valued by the company

We have also developed a short graphic outlining our results here and a briefing here