It is well established that bias and discrimination within systems directly affect physical health and psychological wellbeing.
As such, there is a clear and strong intersection between the provision of solutions to enhance employee wellbeing and the implementation of an effective strategy to enhance diversity, equity, inclusion, and belonging (DEIB) in the workplace.
In this article, we examine why this connection is particularly evident in the Trust and Safety industry, where teams are among the most diverse worldwide.
Inclusive Practices for Multilingual Moderation
AI has become a bigger presence in content moderation (CM). Still, human moderators are essential, especially when working across languages and regional differences that affect decision-making.
Other branches of T&S personnel, such as platform policy developers, subject matter experts, and quality assurance team members, must also understand the needs and values of the globally dispersed platform user base.
To meet this demand, large platforms and BPOs often operate across multiple regions. Each hub may house several teams with language skills and cultural knowledge specific to the areas they support.
DEIB Metrics for Continuous Improvement
A thorough and strong DEIB strategy is vital in T&S to facilitate an integrated and cohesive workforce. It promotes employee wellbeing, strengthens performance, collaboration, and retention, making inclusion and belonging essential factors of this strategy.
So, as an employer in T&S, how do you build a DEIB strategy that considers and meets the requirements of such a highly diverse and globally dispersed team? Surprisingly, addressing concerns in more homogeneous groups can be easier than in regions like the U.S., where pushback against DEI is rising among certain populations.
In many other ways, T&S is far more complex and dynamic than other industries. It moves quickly and often deals with unpredictable content, which necessitates a responsive approach to DEIB, with a commitment to ongoing revisions and improvements to foster diversity, equity, and belonging. The points below outline some key factors to consider.
Diversity
Diversity in the workplace often centers on two key areas: representation and recruitment. While the nature of the work demands cultural diversity, other factors, such as age, gender, sexuality, and disability, also require attention.
The question for T&S employers to consider is whether diversity exists across the board, such as gender balance, especially when considering positions in management and higher tiers of leadership. If there isn’t, are there clear legitimate reasons, or could unconscious biases be influencing decision-making?
Recruitment Constraints in Content Moderation
The demands of the work itself can limit recruitment in Content Moderation. Hiring often depends on the needs of specific teams or workflows, which can narrow the talent pool.
To mitigate psychosocial risks tied to the job, some T&S companies implement more rigorous screening for competencies and attributes, such as high emotional intelligence, resiliency, focus, attention, and other advanced cognitive skills.
Balancing Screening and Wellbeing
Tools such as the Personality Profile Assessment and Human Job Analysis can help determine the suitability of individuals for the CM role, but may also limit opportunities for some individuals.
Employee health and wellbeing must remain the priority. Screening practices need careful review to avoid reinforcing exclusion. Striking this balance is difficult, but essential.
Equity
Equity means ensuring fair treatment and opportunities, including fair compensation for all employees. In T&S, this can present several challenges.
Contract vs Full-Time Pay Equity
One concern is the disparity in pay and benefits offered to full-time Content Moderators and those hired through third-party vendors.
In a recent Zevo Talks interview, Alexandra Koptyaeva explained how the lack of job security, reduced benefits, and lower pay can compound the stress of contract work.
Global Pay Equity
Pay also varies significantly depending on where a Content Moderator is based. Workers in lower-income countries often earn far less than those in higher-income regions.
These differences reflect complex commercial realities, but the inequity is a harsh reality within T&S that requires attention.
Accommodations and Support Systems
Another important dimension to consider when assessing whether a workplace is equitable is whether employee support and job design are tailored to an individual’s or group’s specific circumstances and needs.
For example, strict limitations on break time may disproportionately affect some workers. There has been progress in areas of women’s health (for example, menstrual leave, fertility supports, extensions of maternal leave, and menopause-related leave), but the change remains gradual.
Other vulnerable groups, such as refugees entering the workforce from conflict zones, may require additional support compared to their colleagues. Again, this can be a complex dimension to consider.
Inclusion and Belonging
This is perhaps one of the most challenging and relevant domains to consider in T&S. It also most closely overlaps with health and wellbeing initiatives.
At its core, inclusion and belonging address how connected and integrated individuals are within the workforce, aiming to create a strong sense of community.
Confronting Microaggressions
In T&S, there is often a melting pot of cultural backgrounds based in the same office. These differences can lead to conflicting values or views.
For example, some cultures treat men and women very differently or may have very strong views about sexuality – it’s complex and highly sensitive, and can sometimes lead to subtle discriminatory behaviors.
Global Conflict and In-Office Tensions
Beyond the more obvious linguistic and cultural differences, serious tensions can arise between co-workers from parts of the world that are experiencing political conflicts.
This can be especially difficult for Content Moderators who regularly engage with content that touches on their own lived experiences or biases.
This is where health and wellbeing interventions cross-pollinate with DEIB efforts, as well-designed interventions may be required to effectively tackle division and separation between groups and colleagues, fostering psychological security.
Leadership Commitment and Communication
While it may seem like an impossible task to address some of these issues, there are two key points for T&S employers to keep in mind:
- Remember that there is no static endpoint in DEIB to be achieved. It is not about attaining ideals but rather, tackling pain points as they arise and advocating for harmony and synergy as much as possible.
- Leaders in Trust and Safety should define global DEIB principles while allowing flexibility for local adaptation. This balance helps ensure relevance across teams, regions, and cultural contexts.
8 Tips to Implement a Comprehensive DEIB Strategy
A successful strategy will comprise multiple projects operating in tandem, requiring strong executive commitment.
A clear plan needs to be outlined and communicated to all stakeholders, including leadership, managers, HR, and all relevant parties.
Elements to include when implementing a comprehensive DEIB strategy in T&S are:
1. Engage an External DEIB Expert
Consult an expert in DEIB. While internal HR staff or other departments may have already made strides, a third-party expert can bring objectivity, uncover unconscious bias, and recommend effective, supportive strategies.
2. Assess the Current Employee Experience
Conduct a robust, site-specific assessment of current employee experience within the organization. Identify the apparent pain points and gaps relating to DEIB. Pay attention to groups that may feel excluded or underserved.
3. Identify Biased Practices and Policies
Are there any apparent biases, policies, and practices that disenfranchise workers? These are just some of the assessment questions to explore in focus groups and annual DEI surveys. Look for patterns that impact fairness or access.
4. Establish DEIB Metrics and Accountability
Establish a DEIB rubric with specific evaluation criteria, behaviors, skillsets, and mindsets within the organization.
Consider elements of recruitment, onboarding, job design, management, peer-to-peer engagement, choice architecture, and workplace design. Track impact through retention and engagement data, as well as qualitative feedback.
5. Revise Policy Based on Feedback
Update DEIB policies regularly. Use employee input and survey data to guide changes.
Address all dimensions of workplace integration, including support for neurodivergent employees, LGBTQ+ individuals, people with disabilities, and those managing health conditions.
6. Promote Emotional Safety Through Communication
Trust begins with communication. A critical component for organizational effectiveness in DEIB is developing a work environment that ensures emotional safety.
Implementing supports that foster healthy and dynamic relationships between co-workers enhances collaboration and strengthens teams. Prioritize open dialogue and establish clear, responsive channels for raising concerns.
7. Provide Emotional Intelligence and DEIB Training
When employees need support to grow, provide targeted DEIB training. Emotional intelligence programs help increase self-awareness and reduce bias; however, it can take time, especially for cultural shifts.
So, reinforce the idea of shared learning over strict rules. Be open about efforts to improve DEIB and clarify that the objective is to enhance work-life quality for all, rather than fix problems.
8. Normalize Transparency and Mentorship Programs
Support long-term growth through mentorship programs, internal champions, and awareness campaigns. Companies are sometimes accused of being performative. However, celebratory efforts still have a place in a larger DEIB strategy.
These efforts work best when backed by clear values and a data-informed strategy for a holistic workplace integration approach, a philosophy championed by organizations like Zevo Health.
Zevo Accreditation Program for T&S Professionals
Advance your skills with the Zevo Accreditation Program (ZAP), a CPD-approved certification for mental health professionals in Trust & Safety.
Learn best-practice, evidence-based interventions to support Content Moderators and tackle risks like vicarious trauma and burnout.
