Content Moderators’ Strategies for Coping with the Stress of Moderating Content Online

Abstract

Commercial content moderators are exposed to a range of stressors at work, including analysing content that has been flagged as harmful. However, not much is known about their specific coping strategies. Depth interviews were conducted with 11 content moderators exposed to child sexual abuse material (CSAM) as part of their job, and thematically analysed to investigate both individual coping strategies and those deployed organisationally. Results highlighted the importance of social support and validation of the role, as well as creating boundaries between work and home life. Moderators expressed a preference for mandatory, individual therapy with professionals who had specific experience supporting those exposed to CSAM. How content moderators cope and can be further supported are discussed.