In organizational psychology, the concept of job autonomy has been regularly studied to understand its effect on psychological wellbeing.
As highlighted in this article, poor mental health is a major global issue, with many people blaming their difficulties on the workplace environment.
Work-related autonomy is a key factor in this setting, with extensive research in psychology and health economics showing that it helps manage workplace stress and is linked to higher life satisfaction, better mood, and improved mental health outcomes.
Autonomy and Psychological Wellbeing
Work-related autonomy is the level of control employees have over their tasks, pace, manner, order, and hours. Research shows that lower autonomy consistently links to poorer mental health.
The article’s analysis of autonomy components and causal effects supports that increasing workplace autonomy is crucial for safeguarding employees’ psychological wellbeing.
As Trust and Safety leaders, we have a responsibility to assess psychosocial hazards in the workplace, much like occupational health and safety standards. Minimizing the risks of such hazards has an impact on absenteeism, presenteeism, overall job performance, and retention.
Content Moderators who are at higher risk of developing mental ill health and mental health difficulties require employers who understand these hazards and strategically implement risk mitigation tactics. Unfortunately, job autonomy is one hazard that can be sticky in content moderation.
Challenges to Moderator Job Autonomy
There are several reasons why job autonomy is a sticky problem in content moderation.
1. Strict Content Moderation Policies
Content moderation policies are designed to control user behavior. They keep users safe from harm and help guide moderators to make appropriate decisions. However, these policies often stem from legal requirements, such as the Digital Services Act, which force platforms to balance user freedom of expression with online safety.
This means that moderators are forced to comply with strict rules the platform has developed, rather than relying on personal beliefs and value systems. This minimizes the amount of control over how they make their decisions.
2. Rigid 24/7 Operational Demands
The nature of moderation requires a 24/7/365 working model. To meet the operational demands of moderation, particularly for very large online platforms and search engines, someone must be reviewing cases at all times. This, therefore, limits the ability to offer flexible working hours, which is an element of job autonomy.
3. Onsite Work and Safeguarding Rules
Operational requirements often rely on moderators working onsite with no remote working options.
Many teams mandate on-site work to safeguard against unauthorized content sharing and to maintain psychological distance from egregious material. These operational constraints reduce moderators’ ability to choose when and where they work.
4. Pressure from Performance Metrics
Operational and performance metrics are heavily measured for Content Moderators. This includes average handling times, accuracy in enforcing policy, daily productivity hours, and case-closure counts. While these metrics protect users, they also limit moderators’ autonomy.
These are only some of the most prevalent barriers to job autonomy in content moderation work. Others can include being assigned to new projects without consultation, ineffective training methods, and requirements to work onsite rather than remotely.
Small Changes, Big Impact
Though there are challenges in supporting job autonomy for moderators, we must not forget that Trust & Safety professionals are adept at finding solutions!
They can implement targeted changes to improve moderators’ control and wellbeing. Consider the below and adapt where needed:
1. Facilitate Policy Feedback
Listen to your moderators about policy and the decisions they are making. Invite moderators to review and discuss policy updates.
Regular meetings between policy developers and moderators refine community guidelines and improve user engagement.
You might even consider having engineering teams sit in on meetings during new product launches, as moderators will be the first to spot any gaps that can be addressed.
2. Empower Community Health Initiatives
Empower moderators to shape community health. Granting them the autonomy to encourage positive interactions can directly improve user engagement and build a healthier online community.
3. Build Flexibility into Scheduling
Find where you can be flexible. Allow moderators to choose when they take wellness breaks and meals, rather than mandating specific times. Accommodate prayer times, family commitments, medical appointments, and other personal needs to respect your diverse workforce.
4. Offer Hybrid or Remote Options
Ensure that a clear rationale is laid out for moderators required to work onsite. When possible, offer flexibility for hybrid working or make accommodations for remote working.
Some adaptations could include having one remote day per week on workflows that do not involve high-risk content. Implement a rotational schedule for remote work to balance operational needs. Other facilities, such as privacy screens and headphones, can be purchased for home-based roles.
5. Lead with Compassion and Development
Lead with compassion. Understand and acknowledge the challenges that come with the role of moderator, especially around job autonomy. Provide opportunities for moderators to seek roles that provide more autonomy. Encourage compassionate leadership to support moderators’ wellbeing.
6. Match Workflows to Strengths
Recognize the strengths of your moderation teams at both the group and individual levels.
Let team members choose their preferred workflows while balancing their level of exposure to highly egregious materials such as child sexual abuse material (CSAM), terrorism and violent extremist content (TVEC), and self-harm or suicidal ideation content (SSI).
Alternatively, you might seek volunteers for new projects rather than simply assigning them to a new team.
7. Use Technology to Enhance Autonomy
Using artificial intelligence (AI) for initial filtering can reduce moderators’ exposure to the most harmful content.
Although automated content moderation manages large volumes, true autonomy involves enabling moderators to offer the detailed human oversight needed for complex situations that AI tools alone cannot address.
This shifts their work from frontline filtering to expert decision-making.
Improving Moderator Working Conditions
Job autonomy is a psychosocial hazard in the work environment which can have detrimental effects on psychological wellbeing.
While Content Moderators may face barriers in achieving optimal job autonomy, leadership in organizations can still take steps to enhance it. Fundamentally, this means improving working conditions. This includes providing robust mental health support, offering better job security to reduce the stress of precarious employment, and respecting their right to organize through trade unions.
With strong mental health support and transparent communication, these actions lower psychosocial risks and boost retention, performance, and team overall wellbeing. Implementing these small adjustments can enhance the wellbeing of Trust and Safety teams within organizations.
