Supporting digital key workers: addressing the challenges faced by content moderators during and after the COVID-19 pandemic
Elena Martellozzo, Paul Bleakley, Paula Bradbury, Ruth Spence, Jeffrey Nicholas DeMarco · International Journal of Technology Policy and Management · 2024
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.