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

Article

Martellozzo, E., Bleakley, P., Bradbury, P., Spence, R. and DeMarco, J. 2024. Supporting digital key workers: addressing the challenges faced by content moderators during and after the COVID-19 pandemic. International Journal of Technology, Policy and Management. 24 (2), pp. 212-228. https://doi.org/10.1504/IJTPM.2024.137818
TypeArticle
TitleSupporting digital key workers: addressing the challenges faced by content moderators during and after the COVID-19 pandemic
AuthorsMartellozzo, E., Bleakley, P., Bradbury, P., Spence, R. and DeMarco, J.
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 of 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 to identify what is needed to improve conditions and mental well-being in the workplace.

Keywordscontent moderators; social media; tech industry; labour conditions; digital first responders; COVID-19; CSAM; lockdown; work from home; mental well-being
Sustainable Development Goals3 Good health and well-being
Middlesex University ThemeHealth & Wellbeing
Research GroupCentre for Abuse, Trauma and Suicide Studies (CATS)
PublisherInderscience Enterprises Ltd
JournalInternational Journal of Technology, Policy and Management
ISSN1468-4322
Electronic1741-5292
Publication dates
Online05 Apr 2024
PrintJan 2024
Publication process dates
Submitted11 Apr 2023
Accepted06 Jul 2023
Deposited14 Sep 2023
Output statusPublished
Publisher's version
License
File Access Level
Open
Copyright Statement

Copyright © The Author(s) 2024. Published by Inderscience Publishers Ltd. This is an Open Access Article
distributed under the CC BY license. (http://creativecommons.org/licenses/by/4.0/)

Digital Object Identifier (DOI)https://doi.org/10.1504/IJTPM.2024.137818
https://doi.org/10.1504/IJTPM.2024.10058414
LanguageEnglish
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Martellozzo, E., Monaghan, A., Adler, J., Davidson, J., Leyva, R. and Horvath, M. 2016. "I wasn’t sure it was normal to watch it…”A quantitative and qualitative examination of the impact of online pornography on the values, attitudes, beliefs and behaviours of children and young people. Middlesex University, NSPCC, OCC. https://doi.org/10.6084/m9.figshare.3382393
Internal politics at the Metropolitan Police and the detrimental impact of organisational dysfunction on the 1888 Jack the Ripper investigation
Bleakley, P. 2016. Internal politics at the Metropolitan Police and the detrimental impact of organisational dysfunction on the 1888 Jack the Ripper investigation. The Victorian. 4 (1), pp. 1-18.
Enhancing police and industry practice
Davidson, J., DeMarco, J., Bifulco, A., Bogaerts, S., Caretti, V., Aiken, M., Chevers, C., Corbari, E., Scally, M., Schimmenti, A. and Puccia, A. 2016. Enhancing police and industry practice. Middlesex University.
Policing online child sexual abuse - the British experience
Martellozzo, E. 2015. Policing online child sexual abuse - the British experience. European Journal of policing Studies. 3 (1), pp. 32-52.
Measuring life events and their association with clinical disorder: a protocol for development of an online approach
Spence, R., Bunn, A., Nunn, S., Hosang, G., Kagan, L., Fisher, H., Taylor, M. and Bifulco, A. 2015. Measuring life events and their association with clinical disorder: a protocol for development of an online approach. JMIR Research Protocols. 4 (3), p. e83. https://doi.org/10.2196/resprot.4085
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
ISEC illegal use of the Internet: policing, collaboration and victimisation—A review of the literature. Document prepared for the European Commission initiative in dealing with cybercrime and cybersecurity
DeMarco, J., Davidson, J., Scally, M. and Long, E. 2015. ISEC illegal use of the Internet: policing, collaboration and victimisation—A review of the literature. Document prepared for the European Commission initiative in dealing with cybercrime and cybersecurity. Middlesex University.
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
Focus on: antidepressant prescribing trends in the prescribing of antidepressants in primary care
Spence, R., Roberts, A., Ariti, C. and Bardsley, M. 2014. Focus on: antidepressant prescribing trends in the prescribing of antidepressants in primary care. Nuffield Trust.
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