Content moderators’ strategies for coping with the stress of moderating content online

Article

Spence, R., Harrison, A., Bradbury, P., Bleakley, P., Martellozzo, E. and DeMarco, J. 2023. Content moderators’ strategies for coping with the stress of moderating content online. Journal of Online Trust and Safety. 1 (5), pp. 1-18. https://doi.org/10.54501/jots.v1i5.91
TypeArticle
TitleContent moderators’ strategies for coping with the stress of moderating content online
AuthorsSpence, R., Harrison, A., Bradbury, P., Bleakley, P., Martellozzo, E. and DeMarco, J.
Abstract

Content moderators are exposed to a range of stressors at work, including analysing content that has been flagged as harmful. However, not much is known about their specific coping strategies. Depth interviews were conducted with 11 content moderators exposed to child sexual abuse material (CSAM) as part of their job, and thematically analysed to investigate both individual coping strategies and those deployed organisationally. Results highlighted the importance of social support especially from colleagues. Supportive relationships fulfilled several needs including helping content moderators process emotions, normalise their reactions and reducing feelings of isolation. Additionally, the ability to create boundaries between work and home life was important for distancing and distracting themselves from the work. Moderators expressed a preference for mandatory, individual therapy with professionals who had specific experience supporting those exposed to CSAM and reported disclosure was hindered if not, due to worries about traumatising the therapist. How content moderators cope and can be further supported are discussed.

Sustainable Development Goals3 Good health and well-being
Middlesex University ThemeHealth & Wellbeing
Research GroupCentre for Abuse and Trauma Studies (CATS)
PublisherStanford Internet Observatory
JournalJournal of Online Trust and Safety
ISSN2770-3142
Publication dates
Online26 Apr 2023
Print27 Apr 2023
Publication process dates
Deposited10 Mar 2023
Accepted03 Mar 2023
Output statusPublished
Publisher's version
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Open
Copyright Statement

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License (https://creativecommons.org/licenses/by-nc-sa/4.0/).
Copyright (c) 2023 Journal of Online Trust and Safety
Journal of Online Trust and Safety, April 2023, page 1 of 18
© Stanford Internet Observatory, 2023

Web address (URL)https://tsjournal.org/index.php/jots/article/view/91
Digital Object Identifier (DOI)https://doi.org/10.54501/jots.v1i5.91
LanguageEnglish
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Davidson, J. and Martellozzo, E. 2013. Exploring young people's use of social networking sites and digital media in the internet safety context: a comparison of the UK and Bahrain. Information, Communication and Society. 16 (9), pp. 1456-1476. https://doi.org/10.1080/1369118X.2012.701655
Exploring young people's use of social networking sites and digital media in the Internet safety context: a comparison of the UK and Bahrain
Davidson, J. and Martellozzo, E. 2013. Exploring young people's use of social networking sites and digital media in the Internet safety context: a comparison of the UK and Bahrain. Information, Communication and Society. 16 (9), pp. 1456-1476. https://doi.org/10.1080/1369118X.2012.701655
Protecting vulnerable young people in cyberspace from sexual abuse: raising awareness and responding globally
Davidson, J. and Martellozzo, E. 2008. Protecting vulnerable young people in cyberspace from sexual abuse: raising awareness and responding globally. Police Practice and Research. 9 (4), pp. 277-289. https://doi.org/10.1080/15614260802349965
Setting up a youth violence prevention project in a London hospital emergency department
Ilan-Clarke, Y., Bunn, A., DeMarco, J., Bifulco, A., Criddle, J. and Holdsworth, G. 2013. Setting up a youth violence prevention project in a London hospital emergency department. Journal of Public Mental Health. 12 (2), pp. 80-92. https://doi.org/10.1108/JPMH-09-2012-0005
The longitudinal psychometric properties of the EAS temperament survey in adolescence
Spence, R., Owens, M. and Goodyer, I. 2013. The longitudinal psychometric properties of the EAS temperament survey in adolescence. Journal of Personality Assessment. 95 (6), pp. 633-639. https://doi.org/10.1080/00223891.2013.819513
Cuidado y protección de menores contra el abuso sexual on line
Martellozzo, E. 2009. Cuidado y protección de menores contra el abuso sexual on line. Cuadernos de Seguridad. 11, pp. 151-181.
Online child sexual abuse by female offenders: an exploratory study
Martellozzo, E., Nehring, D. and Taylor, H. 2010. Online child sexual abuse by female offenders: an exploratory study. International Journal of Cyber Criminology. 4 (1&2), pp. 592-609.
Protecting children online: towards a safer internet
Davidson, J. and Martellozzo, E. 2008. Protecting children online: towards a safer internet. in: Wetherby, G., Williams, K., Birch, P. and Cain, M. (ed.) Sex as crime? Willan. pp. 338-355
Internet sex offenders: individual autonomy, ‘folk devils’ and state control
Martellozzo, E., Davidson, J. and Cambridge Socio-Legal Group 2009. Internet sex offenders: individual autonomy, ‘folk devils’ and state control. in: Sclater, S., Ebtehaj, F., Jackson, E. and Richards, M. (ed.) Regulating autonomy: sex, reproduction and family Oxford, UK Hart Publishing. pp. 129-146
Understanding the perpetrators' online behaviour
Martellozzo, E. 2010. Understanding the perpetrators' online behaviour. in: Davidson, J. and Gottschalk, P. (ed.) Internet child abuse: current research and policy Abingdon, UK Routledge-Cavendish. pp. 104-125
Online child sexual abuse: grooming, policing and child protection in a multi-media world
Martellozzo, E. 2012. Online child sexual abuse: grooming, policing and child protection in a multi-media world. London, UK Routledge.
Item response theory and validity of the NEO-FFI in adolescents
Spence, R., Owens, M. and Goodyer, I. 2012. Item response theory and validity of the NEO-FFI in adolescents. Personality and Individual Differences. 53 (6), pp. 801-807. https://doi.org/10.1016/j.paid.2012.06.002
Globalization, urbanization & security
Davidson, J. and Martellozzo, E. 2009. Globalization, urbanization & security. in: Cordner, G., Cordner, A. and Das, D. (ed.) Urbanization, policing & security: global perspectives CRC Press.
Clinical and economic outcomes from the UK pilot psychiatric services for personality-disordered offenders
Fortune, Z., Barrett, B., Armstrong, D., Coid, J., Crawford, M., Mudd, D., Rose, D., Slade, M., Spence, R., Tyrer, P. and Moran, P. 2011. Clinical and economic outcomes from the UK pilot psychiatric services for personality-disordered offenders. International Review of Psychiatry. 23 (1), pp. 61-69. https://doi.org/10.3109/09540261.2010.545989
Urbanization and security: moving forward, key themes, and challenges
Davidson, J. and Martellozzo, E. 2009. Urbanization and security: moving forward, key themes, and challenges. in: Cordner, G., Das, D. and Cordner, A. (ed.) Urbanization, policing, and security: global perspectives. CRC Press. pp. 435-440
Sex offenders' use of the Internet.
Martellozzo, E. 2010. Sex offenders' use of the Internet. in: Davidson, J. and Gottschalk, P. (ed.) Internet child abuse: current research and policy. Routledge-Cavendish. pp. 104-125
Evaluation of CEOP ThinkUKnow internet safety programme and exploration of young people's internet safety knowledge.
Davidson, J., Martellozzo, E. and Lorenz, M. 2009. Evaluation of CEOP ThinkUKnow internet safety programme and exploration of young people's internet safety knowledge. Centre for Abuse & Trauma Studies and Kingston University.
Cycle of abuse
Martellozzo, E. and Taylor, H. 2009. Cycle of abuse. Index on Censorship. 38 (1), pp. 117-122. https://doi.org/10.1080/03064220902761106
An evaluation of new services for personality-disordered offenders: staff and service user perspectives
Fortune, Z., Rose, D., Crawford, M., Slade, M., Spence, R., Mudd, D., Barrett, B., Coid, J., Tyrer, P. and Moran, P. 2010. An evaluation of new services for personality-disordered offenders: staff and service user perspectives. International Journal of Social Psychiatry. 56 (2), pp. 186-195. https://doi.org/10.1177/0020764009105281