Content moderation is a stressful occupation with well-documented mental health consequences. This study analyzed data from 167 content moderators to better understand coping mechanisms. Researchers found that talking with colleagues was the most effective way to reduce psychological distress, highlighting the need for workplaces to create a culture of support, possibly through trauma-informed management training. Surprisingly, access to and use of well-being services was not associated with improved mental health in this study.

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Summary

  • Content moderators often use avoidant coping strategies, such as increased smoking and alcohol use, which are correlated with increased psychological distress.
  • Talking to colleagues was the most common coping mechanism and was associated with the most positive mental health outcomes.
  • While not correlated with statistically significant changes to mental health, more than 20% of respondents reported a decrease in self-care since beginning their roles as content moderators.
  • Being able to speak with management about work-related stress was linked to positive outcomes, but moderators did not see benefits from speaking with people outside of work, possibly due to non-disclosure agreements or a perceived stigma.
  • Having access to wellbeing services was associated with some positive outcomes, but actually using such services was not, possibly because these services aren't designed for the specific needs of content moderators.

What makes this novel or interesting

  • The study suggests that workplace culture interventions could be more impactful than generic wellbeing services.
  • The study provides more evidence to support the adoption of trauma-informed management practices.
  • The lack of impact from wellbeing services should encourage future research and service design.

Verbatim Quotes

  • Mental Health: "There is growing evidence that working within content moderation is stressful and the role of CM has been associated with a number of mental health conditions."
  • Importance of Colleagues: "Talking to colleagues appeared to be the main source of support (83%), followed by management (76%) then people outside of work (69%)."
  • Wellbeing Services: "This demonstrates the need for any wellbeing initiatives to be properly implemented and evaluated."
  • Trauma-Informed Workplace: "Taken together, the results provide encouraging evidence for implementing trauma-informed working. This includes the principles of collaboration and mutuality, where compassionate leadership, embedding trauma-awareness and normalising empathetic and reflective practices is critical for staff across an organisation not just on the frontline."

How to report this in the news

In a world heavily reliant on content moderation, a new study has found that the key to protecting the mental health of content moderators may lie in fostering supportive workplace relationships. It appears that simply providing generic wellbeing services is not enough. Imagine a firefighter battling a blaze - they rely heavily on the support and understanding of their fellow firefighters who experience the same dangers. Content moderators face a similar battle against harmful content, and they, too, need the camaraderie and empathy of their peers and managers to stay resilient.

Detailed Recap

for Managers of Content Moderation Teams and Trust & Safety Leaders

Content Moderation and Mental Health:

  • Content moderators are exposed to high volumes of toxic and disturbing content, leading to psychological distress and impacting their mental well-being.
  • Avoidant coping mechanisms such as increased smoking and/or alcohol consumption since starting their role as a content moderator were reported by a significant percentage of respondents and are associated with negative mental health outcomes. Managers should be aware of these warning signs in their teams.
  • This study reinforces existing research highlighting the mental health challenges faced by content moderators and underscores the need for targeted support in the workplace.

The Power of Peer Support:

  • The study found that talking to colleagues was the most common and most effective coping strategy for content moderators, demonstrating a need for a supportive and understanding work environment.
  • Trust and Safety leaders should prioritize fostering a workplace culture that normalizes conversations about mental health and encourages peer-to-peer support.

Management's Role in Fostering a Supportive Environment:

  • Content moderators who felt comfortable confiding in their managers reported lower psychological distress and higher well-being.
  • Open communication and empathy from management are crucial in creating a psychologically safe workplace.
  • Managers should be equipped to recognize signs of distress in their team members and create a safe space for open conversations.

The Limitations of Generic Wellbeing Services:

  • While access to wellbeing services was correlated with some positive mental health outcomes, actually using these services was not.
  • This suggests that generic mental health support may not be sufficient for the specific needs of content moderators.
  • Trust and safety leaders should explore specialized mental health services or tailor existing offerings to better address the unique stressors faced by their teams. This may include providing access to therapists specializing in trauma, PTSD, or vicarious trauma.

Recommendations for Action:

  • Implement trauma-informed management training for all managers of content moderators. This training should equip managers with the skills and knowledge to cultivate a supportive environment and respond effectively to employees struggling with work-related stress or trauma.
  • Encourage a culture of open communication and peer support within content moderation teams. This can include creating dedicated spaces for informal check-ins, facilitating team-building activities focused on mental health, and providing resources and training on stress management and resilience.
  • Advocate for and implement specialized mental health services tailored to the needs of content moderators. These services should be confidential, easily accessible, and provided by professionals with expertise in trauma and vicarious trauma.
  • Conduct regular assessments of employee well-being and solicit feedback on existing support systems. This will allow for continuous improvement and ensure that interventions are relevant and effective.

By taking a proactive and informed approach to supporting the mental health of content moderators, trust and safety leaders can create a more humane and sustainable work environment while mitigating the risk of burnout and psychological harm.