Fostering Resiliency for Community, Moderation, Trust, and Safety Pros
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When was the last time you mandated that your community, moderation, trust, and safety colleagues schedule time for out of queue activities? When was the last time you led by example and took a break or participated in other wellness activities\\xa0before\\xa0you felt burnout? What was the last tool your product team built to help foster resiliency for your moderators?
While we can\\u2019t mitigate all burnout, in this episode, Patrick and our guest,\\xa0Adelin Cai, discuss how employee resiliency programs and policies can help you create an all-around safer environment for your colleagues and teams. Tools like well-defined queues and changing the presentation of harmful content are also potential product solutions that can foster resiliency from a workflow perspective.
With experience in policy, trust, and safety leadership for Pinterest, Twitter, and Google, Adelin also shares her approach for thinking about the metrics that matter. Spoiler: Metrics that revolve around quantity, like number of cases closed, or even quality, like CSAT, may not always equate to success or reflect the health of your community. Adelin also discusses working collaboratively with product and engineering teams to ensure that there\\u2019s transparency about what is being built and launched and what community behaviors or metrics should be monitored to indicate performance and to influence the further direction of the product.
Among our other topics:
- The baseline for an employee resilience program
- What an ideal work relationship with product and engineering looks like
- How to reallocate resources and budget to prioritize essential moderation, trust, and safety work
Our Podcast is Made Possible By\\u2026
If you enjoy our show, please know that it\\u2019s only possible with the generous support of our sponsor:\\xa0Vanilla, a one-stop shop for online community.
Big Quotes
All content moderation can contribute to stress (02:54):\\xa0\\u201c[For the] folks reviewing content, are there little interventions that could take place to eliminate the strain or the stress that people are going through as they\\u2019re looking at content? We think about this usually in the context of the worst of the worst content, the most violent content, but there are many little things in the course of doing trust and safety work that could accumulate, and stress is cumulative.\\u201d \\u2013@adelin
Product improvements that can foster resiliency for moderation teams (10:55):\\xa0\\u201cIt could be as simple as having different queues for different types of content that people are going to look at and then rotating people through the different queues. \\u2026 If you have someone looking at really, really horrible child sexual exploitation content all day, that\\u2019s not a healthy place for them to be in. They should be able to rotate out to a different queue.\\u201d \\u2013@adelin
Building relationships could lead to building better tools (38:01):\\xa0\\u201cMake friends with your product team; make friends with the engineers because that just opens the door to having a conversation about how difficult it is when X, Y, and Z doesn\\u2019t work right. I\\u2019ve also [asked engineers to] shadow this team for ten minutes and [then they] see how inefficient the product tooling is.\\u201d \\u2013@adelin
About Adelin Cai
Adelin Cai\\xa0is an online content policy and tech operations expert who\\u2019s spent the last decade working with and leading teams responsible for product policies and their enforcement.
As Pinterest\\u2019s former head of policy, Adelin led the team that developed the company\\u2019s principles and core values around content moderation, covering a range of issues from hateful speech to medical (mis)information to dank memes. Prior to Pinterest, she ran Twitter\\u2019s Legal Ads Policy team, guiding policy and operations for Twitter\\u2019s self-serve and international advertising products.
Adelin Cai is also a co-founder of the\\xa0Trust & Safety Professional Association\\xa0(TSPA) and the affiliated\\xa0Trust & Safety Foundation\\xa0(TSF). She currently serves as TSPA\\u2019s board chair.
Related Links
- Sponsor:\\xa0Vanilla, a one-stop-shop for online community
- Adelin Cai on LinkedIn
- Adelin Cai on Twitter
- Sidequest
- Trust & Safety Professional Association
- Trust & Safety Foundation
- Patrick and Adelin discuss the following Sidequest guides:
- Wikimedia health metrics
- Sin Eaters
Transcript
Your Thoughts
If you have any thoughts on this episode that you\\u2019d like to share, please leave me a comment,\\xa0send me an email\\xa0or a\\xa0tweet. If you enjoy the show, we would be so grateful if you spread the word and supported\\xa0Community Signal on Patreon.
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