{"id":49780,"date":"2019-10-16T12:27:27","date_gmt":"2019-10-16T19:27:27","guid":{"rendered":"http:\/\/world.edu\/?p=49780"},"modified":"2019-10-16T12:27:27","modified_gmt":"2019-10-16T19:27:27","slug":"revenge-of-the-moderators-facebooks-online-workers-are-sick-of-being-treated-like-bots","status":"publish","type":"post","link":"https:\/\/world.edu\/revenge-of-the-moderators-facebooks-online-workers-are-sick-of-being-treated-like-bots\/","title":{"rendered":"Revenge of the moderators: Facebook\u2019s online workers are sick of being treated like bots"},"content":{"rendered":"

\"\"
\nReports of Facebook moderators\u2019 appalling working conditions have been making headlines worldwide.<\/p>\n

Workers say they are\u00a0burning out<\/a>\u00a0as they moderate vast flows of violent content under pressure, with\u00a0vague, ever-changing guidelines<\/a>. They describe\u00a0unclean, dangerous contractor workplaces<\/a>. Moderators battle\u00a0depression, addiction<\/a>, and even\u00a0post-traumatic stress disorder<\/a>\u00a0from the endless parade of horrors they consume.<\/p>\n

Yet in\u00a0leaked audio<\/a>\u00a0recently published by The Verge, Facebook chief executive Mark Zuckerberg can reportedly be heard telling his staff that some of these reports \u201care, I think, a little over-dramatic\u201d.<\/p>\n

Out of touch and dismissive<\/h4>\n

While Zuckerberg acknowledges that Facebook moderators need to be treated humanely, overall he comes across in the recording as a person who sees human suffering as \u201ca math problem\u201d, as The Verge\u2019s editor-in-chief\u00a0Nilay Patel suggested on Twitter<\/a>.
\n\"\"<\/p>\n

Zuckerberg\u2019s response is troubling on several fronts, not least in minimising the impact of moderation on those who do it. It also works to discredit those who blow the whistle on poor working conditions.<\/p>\n

In dismissing the real risks of\u00a0poorly paid, relentless content moderation<\/a>\u00a0and implying that moderators who call out issues are \u201cover-dramatic\u201d, Zuckerberg risks compounding moderators\u2019 trauma.<\/p>\n

This is a result of what American psychologists Carly Smith and Jennifer Freyd call \u201cinstitutional betrayal<\/a>\u201d, where the organisation we trust to support us, doesn\u2019t. Worse still, this behaviour has also been shown to make people doubt their decision to report in the first place.<\/p>\n

We also contacted Facebook about Zuckerberg\u2019s comments and asked them to confirm or deny the working conditions of their moderators. They gave us the following statement:<\/p>\n

We are committed to providing support for our content reviewers as we recognize that reviewing certain types of content can be hard. That is why everyone who reviews content for Facebook goes through an in-depth, multi-week training program on our Community Standards and has access to extensive support to ensure their well-being, which can include on-site support with trained practitioners, an on-call service, and healthcare benefits from the first day of employment. We are also employing technical solutions to limit exposure to graphic material as much as possible. This is an important issue, and we are committed to getting this right.<\/em><\/p>\n

While Zuckerberg and Facebook acknowledge that moderators need access to psychological care, there are major structural issues that prevent many of them from getting it.<\/p>\n

Bottom of the heap<\/h4>\n

If the internet has a class system, moderators sit at the bottom \u2013 they are modern day\u00a0sin-eaters<\/a>\u00a0who absorb offensive and traumatic material so others don\u2019t have to see it.<\/p>\n

Most are subcontractors working on short-term or casual agreements with little chance of permanent employment and minimal agency or autonomy. As a result, they\u2019re largely exiled from the shiny campuses of today\u2019s big tech companies, even though many hold degrees from top-tier universities, as Sarah T. Roberts discusses in her book\u00a0Behind The Screen<\/a>.<\/p>\n

As members of the\u00a0precariat<\/a>, they are reluctant to take time off work to seek care, or indicate they are unable to cope, in case they lose shifts or have contracts terminated. Cost of care is also a significant inhibitor. As Sarah Roberts writes, contract workers are oftenoften not covered by employee health insurance plans or able to afford their own private ccover.<\/p>\n

This structural powerlessness has\u00a0negative implications for workers\u2019 mental health<\/a>, even before they start moderating violent content.<\/p>\n

Most platform moderators are hired through outsourcing firms that are woefully unqualified to understand the nuances of the job. One such company,\u00a0Cognizant<\/a>, reportedly allows moderators nine minutes each day of \u201cwellness time\u201d to \u201cprocess\u201d abhorrent content, with repercussions if the time is used instead for bathroom breaks or prayer.<\/p>\n

Documentaries like\u00a0The Moderators<\/a>\u00a0and\u00a0The Cleaners<\/a>\u00a0reveal techno-colonialism in moderation centres in India, Bangladesh and the Philippines. As a whole, moderators are vulnerable humans in a deadly loop \u2013 Morlocks subject to the whims of Silicon Valley Eloi.<\/p>\n

Organising for change<\/h4>\n

Despite moderators\u2019 dismal conditions and the dismissiveness of Zuckerberg and others at the top of the tech hierarchy, there are signs that things are beginning to change.<\/p>\n

In Australia, online community managers \u2013 professionals who are hired to help organisations build communities or audiences across a range of platforms, including Facebook, and who set rules for governance and moderation \u2013 have recently teamed up with a union, the\u00a0Media, Entertainment and Arts Alliance<\/a>, to negotiate labour protections.<\/p>\n

This has been done through the\u00a0Australian Community Managers<\/a>\u00a0network (ACM), which also provides access to training and peer support. ACM is also working with like-minded organisations around the world, including\u00a0Bundesverband Community Management<\/a>\u00a0in Germany, Voorzitter Vereniging Community Management in the Netherlands,\u00a0The Community Roundtable<\/a>\u00a0in the United States, and nascent groups in India and Vietnam.<\/p>\n

These groups are professional communities of practice and union-like surrogates who advocate for their people, and champion their insights and perspectives.<\/p>\n

As this movement grows, it may challenge the tech industry\u2019s reliance on cheap, unprotected labour \u2013 which extends beyond moderation to countless other areas, including contract game development and video production.<\/p>\n

The YouTubers\u2019 union and beyond<\/h4>\n

Workers in the gaming industry are also starting to push back against frameworks that exploit their time, talent and, invariably, well-being (as illuminated by Hasan Minaj on\u00a0Patriot Act<\/a>). In Australia\u00a0Gaming Workers Unite<\/a>\u00a0is mobilising games workers around issues of precarious employment, harassment (online and off), exploitation and more.<\/p>\n

And in Europe\u00a0YouTubers are joining the country\u2019s largest metalworkers\u2019 union<\/a>, IG Metall, to pressure YouTube for greater transparency around moderation and monetisation.<\/p>\n

Although Mark Zuckerberg doesn\u2019t seem to understand the human challenges of internetworked creativity, or the labour that enables his machine to work, he may yet have to learn. His remarks compound the material violence experienced by moderators, dismiss the complexity of their work and \u2013 most crucially \u2013 dismiss their potential to organise.<\/p>\n

Platform chief executives can expect a backlash from digital workers around the world. The physical and psychological effects of moderation are indeed dramatic; the changes they\u2019re provoking in industrial relations are even more so.<\/p>\n

Author Bios: <\/strong>Jennifer Beckett is a Lecturer in Media and Communications at the University of Melbourne, Fiona R Martin is a Senior Lecturer in Convergent and Online Media and Venessa Paech is a PhD Candidate, researching AI and online communities both at the University of Sydney<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

Reports of Facebook moderators\u2019 appalling working conditions have been making headlines worldwide. Workers say they are\u00a0burning out\u00a0as they moderate vast flows of violent content under pressure, with\u00a0vague, ever-changing guidelines. They describe\u00a0unclean, dangerous contractor workplaces. Moderators battle\u00a0depression, addiction, and even\u00a0post-traumatic stress disorder\u00a0from the endless parade of horrors they consume. Yet in\u00a0leaked audio\u00a0recently published by The Verge, […]\n… learn more→<\/a><\/p>","protected":false},"author":33,"featured_media":49782,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[3],"tags":[295441],"coauthors":[],"class_list":["post-49780","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-politics","tag-moderators"],"acf":[],"yoast_head":"\nRevenge of the moderators: Facebook\u2019s online workers are sick of being treated like bots - World leading higher education information and services<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/world.edu\/revenge-of-the-moderators-facebooks-online-workers-are-sick-of-being-treated-like-bots\/\" class=\"yoast-seo-meta-tag\" \/>\n<meta property=\"og:locale\" content=\"en_US\" class=\"yoast-seo-meta-tag\" \/>\n<meta property=\"og:type\" content=\"article\" class=\"yoast-seo-meta-tag\" \/>\n<meta property=\"og:title\" content=\"Revenge of the moderators: Facebook\u2019s online workers are sick of being treated like bots - World leading higher education information and services\" class=\"yoast-seo-meta-tag\" \/>\n<meta property=\"og:description\" content=\"Reports of Facebook moderators\u2019 appalling working conditions have been making headlines worldwide. 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