Article: Supporting digital key workers: addressing the challenges faced by content moderators during and after the COVID-19 pandemic Journal: International Journal of Technology, Policy and Management (IJTPM) 2024 Vol.24 No.2 pp.212 - 228 Abstract: Content moderators (CMs) are private or state sector professionals responsible for inspecting user-generated content and applying policies to decide whether contentious content should remain online or be removed. CMs were required to review an unprecedented increase in illegal content during the COVID-19 pandemic. The existing evidence, although mostly anecdotal, suggests that frequent exposure to such content affects CM's well-being, mental health, and quality of life, as well as their work competence, satisfaction, and productivity. This study utilises (N = 9) in-depth qualitative interviews with CMs, which explored the impact of this work in the exceptional and challenging period of the COVID-19 pandemic. The aim of this paper is to critically explore what lessons can be learned from CM's experiences at work and how they coped with the difficulties created by COVID-19. This research will in turn assist organisations in identifying what is needed to improve conditions and mental well-being in the workplace. Inderscience Publishers - linking academia, business and industry through research

Title: Supporting digital key workers: addressing the challenges faced by content moderators during and after the COVID-19 pandemic

Authors: Elena Martellozzo; Paul Bleakley; Paula Bradbury; Ruth Spence; Jeffrey DeMarco

Addresses: Department of Criminology and Sociology, Middlesex University, London, NW4 4BT, UK ' Henry C. Lee College of Criminal Justice and Forensic Sciences, University of New Haven, West Haven, 06516, USA ' Middlesex University, London, NW4 4BT, UK ' Middlesex University, London, NW4 4BT, UK ' Middlesex University, London, NW4 4BT, UK

Abstract: Content moderators (CMs) are private or state sector professionals responsible for inspecting user-generated content and applying policies to decide whether contentious content should remain online or be removed. CMs were required to review an unprecedented increase in illegal content during the COVID-19 pandemic. The existing evidence, although mostly anecdotal, suggests that frequent exposure to such content affects CM's well-being, mental health, and quality of life, as well as their work competence, satisfaction, and productivity. This study utilises (N = 9) in-depth qualitative interviews with CMs, which explored the impact of this work in the exceptional and challenging period of the COVID-19 pandemic. The aim of this paper is to critically explore what lessons can be learned from CM's experiences at work and how they coped with the difficulties created by COVID-19. This research will in turn assist organisations in identifying what is needed to improve conditions and mental well-being in the workplace.

Keywords: content moderators; social media; tech industry; labour conditions; digital first-responders; COVID-19; CSAM; lockdown; work-from-home; mental well-being.

DOI: 10.1504/IJTPM.2024.137818

International Journal of Technology, Policy and Management, 2024 Vol.24 No.2, pp.212 - 228

Received: 11 Apr 2023
Accepted: 06 Jul 2023
Published online: 05 Apr 2024 *

Title: Supporting digital key workers: addressing the challenges faced by content moderators during and after the COVID-19 pandemic

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