typically reference debates about free speech and censorship. The people who actually do the moderating, however, tend to be an afterthought. Their work is largely invisible — hidden away in call center–type offices — as they filter the deluge of user-generated content on social media platforms. Even though users don’t see them, these employees are the internet’s frontline workers, facing the worst of human nature one disturbing picture or video at a time.
Today each social media company has its own, incredibly detailed set of policies that are always changing and being refined, and the call center model has really won out. Moderators responsible for implementing those policies work in large-scale, outsourced, industrialized, call center–like offices, often in regions of the world where labor is much less expensive than in the U.S. The companies favor this kind of relationship.
Another challenge is in how moderators are evaluated, which is usually on two metrics. One is productivity: how many cases you get through. The second is accuracy: If a supervisor reviewed the cases that you resolved, would they agree with your decisions? So there’s pressure to get your cases done quickly but also to get them right.
A 360˚perspective on how difficult it is to provide adequate content moderation that removes explicitly prohibited posts from an online platform. Pay increases, mental health support, & clearly defined rules are also discussed. These are stressful jobs w/a high burnout rate.
Coincidentally largely because the captains of digital Harvard spunks out don't reward essential functions like this. It's all about the money.
a.k.a. The censorship thought police
Lmaoooo
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