Empowering Guardians of the Digital Realm: An Analysis of the Current State of Trust & Safety and Opportunities for Advancing the Industry
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Swenson, Michael Ray
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Abstract
This work analyzes the challenges faced by Trust & Safety professionals in managing online content moderation and transparency practices. Through 16 semi-structured interviews and participant observation, the authors examined how these professionals navigate complex policy areas, such as harassment, hate speech, misinformation, and legal requests. The study reveals that Trust & Safety workers encounter significant obstacles in moderating non-English content, addressing the needs of children and teens, and adapting to increasing governmental regulations worldwide. Participants emphasized the need for stronger knowledge-sharing programs, open-source tools, and cross-platform collaborations to better tackle online harm. Additionally, participants advocate for enhanced transparency reporting and algorithmic accountability to increase public trust. The study concludes by suggesting that Trust & Safety professionals should play a more active role in shaping regulations that govern online platforms. This work offers both theoretical insights into industry challenges and practical recommendations for advancing the Trust & Safety field through collaboration and knowledge sharing.
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2024-12-11
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