Behind the Screen: Content Moderation in the Shadows of Social Media

An extensive ethnographic study of the commercial content moderation industry, conducted by Sarah T. Roberts, reveals the emotional toll it takes on its workers, who are mostly invisible by design and enforce internal policies, train artificial intelligence systems, and actively screen and remove offensive material.

Format: Paperback / softback
Length: 292 pages
Publication date: 02 November 2021
Publisher: Yale University Press

Social media on the internet can be a nightmarish place. A primary shield against hateful language, violent videos, and online cruelty uploaded by users is not an algorithm. It is people. Mostly invisible by design, more than 100,000 commercial content moderators evaluate posts on mainstream social media platforms: enforcing internal policies, training artificial intelligence systems, and actively screening and removing offensive material—sometimes thousands of items per day.

Sarah T. Roberts, an award-winning social media scholar, offers the first extensive ethnographic study of the commercial content moderation industry. Based on interviews with workers from Silicon Valley to the Philippines, at boutique firms and at major social media companies, she contextualizes this hidden industry and examines the emotional toll it takes on its workers. This revealing investigation of the people "behind the screen" offers insights into not only the reality of our commercial internet but the future of globalized labor in the digital age.

The commercial content moderation industry is largely invisible, with over 100,000 workers employed across the world to evaluate and remove offensive content from social media platforms. These workers, who are predominantly located in low-wage countries, are responsible for enforcing internal policies, training artificial intelligence systems, and actively screening and removing offensive material. The emotional toll of this work is significant, with many workers reporting high levels of stress, anxiety, and burnout.

Roberts' study provides an in-depth look at the lives of these workers, shedding light on the challenges they face and the sacrifices they make. She argues that the industry is often exploitative, with workers paid low wages and subjected to long hours and harsh working conditions. Moreover, the work can be highly isolating, with workers spending long hours alone in front of a computer screen, unable to socialise with their colleagues or engage in meaningful activities outside of work.

The study also highlights the impact of commercial content moderation on society as a whole. By removing offensive content, the industry helps to create a safer and more inclusive online environment, but it also perpetuates harmful stereotypes and reinforces social divisions. For example, the removal of posts that challenge gender stereotypes or promote violence against women can have the unintended consequence of silencing these voices and perpetuating gender inequality.

Despite the challenges faced by commercial content moderators, Roberts argues that the industry has the potential to be more ethical and sustainable. She suggests that companies should invest in training and support for their workers, provide better working conditions, and pay higher wages. Moreover, the industry should be more transparent about its practices and the impact of its work on society.

In conclusion, Roberts' study offers an eye-opening look at the invisible workers who protect us from seeing humanity's worst on the commercial internet. It highlights the emotional toll of this work and the need for greater ethical and sustainable practices in the industry. By recognizing the contributions of these workers and addressing the challenges they face, we can create a more inclusive and safer online environment for all.

Weight: 308g
Dimension: 140 x 209 x 25 (mm)
ISBN-13: 9780300261479