Everyday there’s a new headline about how the policies at Facebook are working or not working. These articles often fail to acknowledge the human component of moderation. The policy writers don’t look over every decision their 10,000 moderators make in a day. They aren’t making the final decision or walking the floor and debating edge cases — those jobs are reserved for ranks that are very much removed.

Ëveryday有关于如何在Facebook上的政策是工作还是不工作一个新的标题。 这些文章经常不能承认节制的人为因素。 政策制定者不必考虑他们的10,000名主持人一天之内的每项决定。 他们没有做出最终决定，也没有做出发言和辩论前沿案例—这些工作是为那些已被取消的职位保留的。

I was a content moderator* at Cognizant in Phoenix, AZ and I loved my job. I loved the scale of it, the difficulty of the work and I miss all of the impressive, beautiful people I had the privilege to work with everyday.

我曾是亚利桑那州凤凰城Cognizant的内容主持人*，而且我热爱自己的工作。 我喜欢它的规模，工作的难度，我想念所有我每天有幸与之共事的令人印象深刻，美丽的人。

I wish I could have stayed. I left because I didn’t recognize myself anymore — I was bitter, pessimistic and deeply angry. Not because of the content, but because of what the environment had turned into compared to what it had been and was supposed to be at the onset. The environment amplified the worst of everything and I still struggle with some of it today.

我希望我能留下。 我离开是因为我再也无法认出自己了-我感到痛苦，悲观和深深的愤怒。 不是因为内容，而是因为环境变成了什么样的环境，而不是曾经的环境。 环境加剧了所有事情中最糟糕的事情，而我今天仍然在为其中的某些事情而奋斗。

Future moderators deserve dignity, peace of mind and to feel that they are not alone.

未来的主持人应享有尊严，安心，并感到自己并不孤单。

人工内容审核不会一anywhere而就，但需要进行更多更改来保护使这些平台安全的版主。 (Human content moderation isn’t going anywhere but more changes are needed to protect moderators who make these platforms safe.)

For any content moderation effort to be successful it needs to be sustainable on an individual level, first, and then transparent at a business level. I have four recommendations based on my experience:

为了使内容审核工作成功，它需要在个人层面上是可持续的，首先，然后在业务层面上是透明的。 根据我的经验，我有四个建议：

1.) Hire moderators directly.

1.)直接雇用主持人。

2.) Pay moderators on a real scale. All moderation is not equal.

2.)实际支付主持人费用。 所有节制都不相等。

3.) Embed mental health and wellness in the culture.

3.)在文化中融入心理健康。

4.) Robust, cross-platform, third-party research into current and former content moderators.

4.)对当前和以前的内容主持人进行可靠的，跨平台的第三方研究。

1.)雇用他们 (1.) Hire Them)

This is worth the investment. Moderators are a vibrant group of resilient people doing hard work and they make significant contributions to the bottom line by protecting the company from bad actors and international fines.

这是值得投资的。 主持人是一群充满活力，富有韧性的人，他们努力工作，他们通过保护公司免受不良行为和国际罚款的影响，为公司的盈利做出了重大贡献。

Moderators should be rewarded with real career opportunities, stock options, performance bonuses, and benefits in the same way those creating the community standards are. This will improve moderator consistency by reducing turnover, increasing job satisfaction and pride in the work they do.

主持人应获得与创造社区标准相同的机会，获得真正的职业机会，股票期权，绩效奖金和收益。 这将通过减少人员流动，提高工作满意度和对他们所做的工作感到自豪来提高主持人的一致性。

Outsourcing these roles creates a competitive, client relationship which is dangerous when mental health and wellness are at stake. The outsource/contract relationship makes transparency exceedingly difficult and rewards unethical behavior. It also allows for blackmail, favoritism and greed to get in the way of making the right decisions for the people that are carrying out the work.

将这些角色外包将建立竞争性的客户关系，这在精神健康和保健处于危险中时是危险的。 外包/合同关系使透明度变得异常困难，并奖励不道德的行为。 它还允许勒索，favor私和贪婪，以便为正在开展工作的人们做出正确的决定。

Transparency is key to healthy workplace and, unfortunately, true transparency is impossible in a client/contractor relationship.

透明是健康工作场所的关键，但是，遗憾的是，在客户/承包商关系中，真正的透明是不可能的。

2. )付钱给他们 (2.) Pay Them)

This work is going to get harder. Moderators are going to have to sit in queues filled with difficult disinformation content or queues of hate speech or violence for hours on end. This is already happening. The pay scale and training for this kind of work needs to be reevaluated and valued higher. Because of the nature of the content left behind by AI, moderators are making more complex and weighted decisions (fast) on difficult topics.

这项工作将变得越来越困难。 主持人将不得不坐在排满困难的虚假信息内容的队列中或仇恨言论或暴力队列中持续数小时。 这已经发生了 。 需要重新评估此类工作的薪级表和培训，并将其提高价值。 由于AI遗留的内容的性质，主持人正在对困难的话题做出更复杂，更加权的决策。

While it shouldn’t require a college degree, there are very few similarities between moderation and an average call center on the skills required. Moderators should start on a minimum salary of $45,000 (adjusted for cost of living) with the flexibility to build on certifications. The constant exposure to negative content can be more damaging than a general, varied queue IE: Someone good at hate speech and kept in those queues earns a raise. Someone good at identifying child exploitation or self-harm and who handles a lot of those cases should earn a raise. A bilingual employee who has to navigate multiple languages should earn a raise.

尽管它不需要大学学位，但在主持人和普通呼叫中心之间所需技能方面的相似之处很少。 主持人的最低起薪应为45,000美元(根据生活费用调整)，并可以灵活地建立认证。 不断暴露于负面内容可能比一般的，变化多端的队列更具破坏性IE：擅长仇恨言论并留在这些队列中的人会有所收获。 善于识别对儿童的剥削或自我伤害的人，并且处理很多此类案件的人应该得到加薪。 会使用多种语言的双语雇员应该获得加薪。

Moderators shouldn’t just make enough to survive, they should make enough to live and work in an environment where they can grow their skills. Otherwise, we’re wreaking havoc on perfectly good people and these social media companies will continue to bleed money through moderator turnover.

主持人不仅应该赚钱生存，还应该在能够提高技能的环境中生活和工作。 否则，我们将对完全优秀的人才造成严重破坏，这些社交媒体公司将继续通过主持人更替来流血。

3.)保持健康 (3.) Keep them healthy)

In Scola V. Facebook, Facebook agreed to require more trauma counselors at all times and increase moderators face time with them. This is a step forward in proactive care.

在Scola V. Facebook中，Facebook同意随时要求更多的创伤咨询师，并增加主持人与他们面对面的时间。 这是主动式护理的一大进步。

However, everyone handles trauma differently so room for more creative options would be helpful. Companies should consider weekly group sessions, trauma training for managers, increased vacation allowance, and staggered wellness events during working hours, offered throughout the week.

但是，每个人对创伤的处理方式都不一样，因此有更多创意空间的选择会有所帮助。 公司应考虑每周举行一次小组会议，对经理进行创伤培训，增加休假津贴以及在工作时间内进行错开的保健活动。

But or any of this to change, the culture has to change with it or the growth won’t last.

但是，或者要改变其中的任何一种，文化就必须随之改变，否则增长就不会持久。

HR plays a key role in employee health in wellness. All moderators should have a reliable and well-staffed HR department with their well-being in mind. This provides promotional structure, helps avoid sticky situations that exacerbate stress, and HR representatives can serve as ethics officers and a neutral check on management.

人力资源在员工健康中起着关键作用。 所有主持人都应牢记一个健康可靠的人事部门。 这提供了晋升结构，有助于避免加剧压力的棘手情况，并且人力资源代表可以充当道德操守官和对管理进行中立检查。

Lastly, in the event of termination, the employer should offer an extension of mental health resources and healthcare so fired individuals aren’t stranded during the transition into a more “normal” working environment. It’s hard enough to transition when it’s your own choice.

最后，在解雇的情况下，雇主应提供精神健康资源和医疗保健的扩展，以使被解雇的人在过渡到更“正常”的工作环境中不会被束缚。 当您自己选择时，很难过渡。

4.)认识主持人 (4.) Know the Moderators)

Robust research needs to take place. Whether it’s commissioned by government agencies, universities, non-profits or all of the above. A third party should mobilize and procure both qualitative and quantitive data on content moderators in the US, across multiple platforms and at various points of employment. The data should be 100% anonymous, cover their first weeks on the job, during the job, exit interviews and follow-ups several months post-employment.

需要进行强有力的研究。 无论是受政府机构，大学，非营利组织还是以上所有机构的委托。 第三方应在多个平台和不同就业点上动员和获取有关美国内容主持人的定性和定量数据。 数据应该是100％匿名的，涵盖他们在工作的头几周，工作期间，离职面试和就业后几个月的跟进情况。

Demographic and qualitative reports that focus on well-being will be the key to building benefits packages and providing resources that accurately fill the needs of the moderators.

以福祉为重点的人口统计和定性报告，将是建立福利计划并提供准确满足主持人需求的资源的关键。

Robust data will also help build a picture of why they are there and who they are, which can be used by decision-makers to better understand the guardrails that need to be in place and how we get there.

强大的数据还将帮助您了解它们为什么存在以及它们是谁的，决策者可以使用它们来更好地了解需要安装的护栏以及我们如何到达那里。

现代节制需要很多工作才能发挥作用。 如果结构不是善解人意的，而是文化的显着转变； 它不会持续下去 。 (Modern moderation requires a lot to make to it work. If the structure isn’t empathetic and a notable shift of culture; it’s not going to last.)

These improvements are an investment. But it would be a better use of funds than turnover, negative PR, fines from national governments, and mediocre work. To mitigate all of these, social media companies need to invest in their moderators and build a sustainable operating model that fairly values the work being done by their moderators.

这些改进是一项投资。 但这比周转，负PR，各国政府罚款和工作平庸更好。 为了缓解所有这些问题，社交媒体公司需要投资于其主持人，并建立一种可持续的运营模式，以公平地评估其主持人正在开展的工作。

The settlement in Scola V. Facebook is a step forward. Because of it, Facebook has agreed to make significant and meaningful changes to how moderators do their job. These change alone can’t fix all the problems with commercial content moderation nor will solutions like PTSD waivers or increased reliance on AI. Any solution has to put moderator health front and center.

Scola V. Facebook案的和解是向前迈出的一步。 因此，Facebook已同意对主持人的工作方式进行重大而有意义的更改。 单靠这些更改无法解决商业内容审核的所有问题，也无法解决诸如 PTSD豁免 或增加 依赖AI 。 任何解决方案都必须将主持人的健康放在首位。

I believe that all of this is possible. Social media companies can right their course and improve their moderation efforts they just need to increase transparency and find sustainable ways to put moderators first until AI can step in.

我相信所有这一切都是可能的。 社交媒体公司可以改变自己的方向并改善他们的审核工作，他们只需要增加透明度并找到可持续的方式将审核员放在首位，直到AI介入即可。

*I was actually a Subject Matter Expert (SME) & Quality Analyst (QA) in my time there. This was a dumb corporate step above moderators or “Process Executives” (PE). I still had regular exposure to content with a few more meetings and slightly different responsibilities.

*在那段时间，我实际上是一名主题专家(SME)和质量分析师(QA)。 与主持人或“流程主管”(PE)相比，这是愚蠢的公司举措。 我仍然会定期参加内容会议，还有几次会议，职责略有不同。