Behind The Screen: A Phenomenological Study on the Well-Being of Content Moderators in Davao City

Content moderators evaluate online content, including graphic or disturbing material, yet their crucial role remains undervalued, with limited research on their well-being, especially in Davao City. This study addresses that gap by exploring their lived experiences, focusing on job characteristics, perceived advantages, challenges, coping strategies, and gained insights. Through a descriptive phenomenological method, the study involved ten purposively selected content moderators with at least one year of exposure to graphic content, who were interviewed in a psychologist-supervised counseling room using a semi-structured guide. Colaizzi’s thematic method guided the analysis, and five additional individuals were chosen for data triangulation to enhance credibility. Findings revealed that content moderators were motivated by recognition, career growth, and a sense of purpose. However, despite these advantages, they faced high demands, limited autonomy, and intense cognitive, emotional, and physical stress, leading to altered perceptions, emotional exhaustion, physical discomfort, and feelings of isolation due to workplace secrecy. Moderators were also expected to maintain precision in their work, even amidst procedural inconsistencies and evasion tactics. With these challenges, moderators relied on peer and organizational support and used strategies such as cognitive restructuring, diversionary activities, and establishing emotional boundaries. Through their experiences, they gained insights into responsible social media engagement, the role of human involvement, and the importance of mental well-being and work-life balance. The study highlights the need for responsible social media usage and stronger support systems. It calls for greater involvement from families, mental health professionals, and organizations to assist moderators in sustaining their well-being.