The Harsh Reality of Facebook Moderators in America

Core Concepts

Facebook moderators face severe emotional tolls and challenging working conditions, leading to mental health issues and trauma symptoms.

Abstract

Facebook content moderators at Cognizant in Phoenix endure a chaotic workplace environment with low pay, high pressure, and intense emotional distress. The job involves reviewing disturbing content, facing isolation, anxiety, and threats from both users and former colleagues. Moderators cope with the stress through dark humor, drug use, offensive jokes, and even engaging in inappropriate behavior at work. The secrecy surrounding their work exacerbates feelings of isolation and anxiety while the company's focus on accuracy over well-being adds to the challenges they face.

Stats

Moderators in Phoenix earn $28,800 per year compared to an average Facebook employee's total compensation of $240,000. Accuracy target for moderation decisions is set at 95%, but Cognizant usually falls short. Employees are pressured not to discuss the emotional toll of their job. Contract labor allows Facebook to maintain high profit margins while paying moderators significantly less.

Quotes

"Accuracy is only judged by agreement... If me and the auditor both allow the obvious sale of heroin, Cognizant was ‘correct,’ because we both agreed." - Miguel "We were doing something that was darkening our soul — or whatever you call it." - Li "People really started to believe these posts they were supposed to be moderating... We were like, ‘Guys, no, this is the crazy stuff we’re supposed to be moderating. What are you doing?’" - Chloe

Key Insights Distilled From

The secret lives of Facebook moderators in America

by Casey Newton at www.theverge.com 02-25-2019

https://www.theverge.com/2019/2/25/18229714/cognizant-facebook-content-moderator-interviews-trauma-working-conditions-arizona

Deeper Inquiries

How can social media companies better support the mental health of content moderators?

Social media companies can better support the mental health of content moderators by implementing comprehensive mental health programs that prioritize the well-being of their employees. This includes providing access to regular counseling sessions, therapy, and support groups specifically tailored to address the emotional toll of moderating traumatic content. Companies should also offer training on coping mechanisms, stress management techniques, and resilience-building strategies to help moderators navigate the challenges they face daily. Additionally, creating a supportive and open work culture where moderators feel comfortable discussing their struggles without fear of retaliation is crucial in promoting mental well-being.

What ethical responsibilities do companies have towards employees who face traumatic content daily?

Companies have a significant ethical responsibility towards employees who face traumatic content daily. It is essential for companies to prioritize the safety and well-being of their employees by providing a safe working environment, adequate mental health support, and resources to cope with the emotional impact of their job. This includes offering regular mental health check-ins, access to counseling services, and ensuring that moderators have sufficient breaks and time off to decompress from the distressing content they encounter. Companies should also establish clear policies on handling traumatic material, provide ongoing training on self-care practices, and actively listen to employee feedback to address any concerns promptly.

How can society address the spread of conspiracy theories among those responsible for moderating online content?

To address the spread of conspiracy theories among those responsible for moderating online content, society needs to focus on education, critical thinking skills development, and fostering a culture of fact-checking and verification. Providing comprehensive training on identifying misinformation and conspiracy theories can help moderators distinguish between legitimate content and false information. Encouraging open dialogue about the dangers of conspiracy theories and promoting media literacy initiatives can empower individuals to critically evaluate information they encounter online. Additionally, creating a supportive community where individuals feel comfortable challenging misinformation and engaging in constructive discussions can help combat the influence of conspiracy theories in online spaces.