Content Moderation: The Importance of Employee Wellness
The content moderation solution market is expected to reach a valuation of nearly $12B USD by 2027. High demand for digital content paired with unprecedented growth in online content upload volumes has attributed to its continued rise over the last couple years.
CONTENT MODERATION CHALLENGES
Most companies are implementing strict community guidelines as a standard for the type of content that can be posted on their platforms, and are looking to outsourcers to provide innovative and accurate solutions to moderate these communities effectively.
Today, content moderation is no longer just a social media platform solution. Other industries, such as retail and e-commerce, are moving more of their moderation operations online. According to Transparency Market Research (TMR), retail and e-commerce industries hold approximately one-third of the revenue share in content moderation solutions worldwide. The increased need of identifying and removing offensive content on their websites is the main factor in this spend.
It is no surprise that content moderation is a challenging undertaking. It can be incredibly distressing for those individuals who provide the service, and daunting to the outsourcing companies who continue to strive for better operational practices to protect their people and the success of their client programs. With hundreds of thousands of people working in content moderation roles across the globe, attrition rates continue to be alarmingly high. This has fast-tracked ways in which companies are leveraging new strategies to decrease the toll it has on content moderators mental health and overall job satisfaction.
With the amount of user-generated content online predicted to increase exponentially over the next 10 years, companies need to invest in strategies such as Artificial Intelligence (AI) technology paired with human moderators, employee wellness programs, innovative workforce staffing models, and overhauled KPIs and quality metrics.
Companies need to leverage the experience of content moderation solution experts and external advisors with experience in global social media platforms to help shape their strategies. This, paired with technology and strong, people and performance-driven internal leadership, will help differentiate your content moderation solution.
CULTURE & PEOPLE WELLNESS
Employment conditions are a large factor in the high rate of mental health challenges and attrition in content moderation roles. It is common that moderators are having to scroll through graphic content with minimal breaks, engagement with other team members, and access to support.
Company-sponsored employee assistance wellness programs with specialized offerings around counselling and individual coaches from whom they can receive mental health support is essential. Companies that have people-driven cultures are also taking employee wellness one step further and incorporating minimum workplace counseling standards into their employment contracts for content moderation services. These go so far as monitoring the compliance to this standard and ensuring they are using the various stress-reducing techniques provided by coaches.
Transparent hiring and training practices also are important when recruiting new employees in content moderation roles. Not only does a company need to be upfront about the inherent risks of viewing unsettling content in the workplace, but they also need to ensure they are placing the right people in the role to match their skill sets and specialized queues. This reduces the additional stress placed on employees, as they are naturally more adept at dealing with that particular content (i.e. videos vs images).
Workplace culture and spaces also have a significant impact on employee engagement and overall job satisfaction. Content moderators often have to deal with graphic and unsettling imagery and language. Their work environment and proximity to places where they can relax and destress on breaks or between shifts is important. On-campus contact center environments with spacious lounge and break areas, fitness and gaming amenities, and healthy snack options are just some of the ways companies can support their people’s mental health. At-home employees should be provided best practices on how to create a surrounding environment and routines that are conducive to self-care during and after work hours.
Finally, there is a larger push within the industry to ensure that workers have the ability to opt out of seeing any potential disturbing content within their moderator role and have the opportunity to be on a team that reviewed different subject matter. In order to do this, companies need to invest in software and technology that can flag and triage objectionable content with different tickets.
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