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
Type | Article |
---|---|
Title | Supporting digital key workers: Addressing the challenges faced by content moderators during and after the COVID-19 pandemic |
Authors | Martellozzo, 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. |
Keywords | content moderators; social media; tech industry; labour conditions; digital first responders; COVID-19; CSAM; lockdown; work from home; mental well-being |
Sustainable Development Goals | 3 Good health and well-being |
Middlesex University Theme | Health & Wellbeing |
Research Group | Centre for Abuse and Trauma Studies (CATS) |
Publisher | Inderscience Enterprises Ltd. |
Journal | International Journal of Technology, Policy and Management |
ISSN | 1468-4322 |
Electronic | 1741-5292 |
Publication dates | |
Online | 05 Apr 2024 |
Jan 2024 | |
Publication process dates | |
Submitted | 11 Apr 2023 |
Accepted | 06 Jul 2023 |
Deposited | 14 Sep 2023 |
Output status | Published |
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 |
Digital Object Identifier (DOI) | https://doi.org/10.1504/IJTPM.2024.137818 |
https://doi.org/10.1504/IJTPM.2024.10058414 | |
Language | English |
https://repository.mdx.ac.uk/item/9y743
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martellozzo-et-al-2024-supporting-digital-key-workers.pdf | ||
License: CC BY 4.0 | ||
File access level: Open |
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