Content Moderator Coping Strategies

Abstract: Content moderators (CMs) apply policies set by platforms to protect users from harmful content. It is a stressful job, associated with reduced mental health and well-being. In this study, an anonymous survey was used to demonstrate most CMs cope by seeking support from colleagues and this is associated with lower psychological distress and secondary trauma and higher well-being whereas increased smoking and alcohol consumption is associated with increased symptomology. Well-being services were not related to a reduction in psychological distress or trauma. We argue these results fit within a framework of trauma-informed working and provide evidence for its utility in the trust and safety sector. They also highlight the need for continued research into “what works” to support the resilience of frontline staff.