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
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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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