With a global network of content moderators, it seems that Facebook might be the largest employer of community professionals in the world. But even with these resources, their content moderation practices continue to make headlines. Outsourcing this work barely seems to help Facebook keep up with the volume of content that needs to be reviewed, not to mention the toll that this takes on the often undervalued and underpaid people that are responsible for it. To this Ben Whitelaw, the engagement lead for the Engaged Journalism Accelerator, asks when Facebook is going to start taking bigger risks to solve this problem?
While Facebook’s moderation practices have lots of room for improvement, Ben also shares how the platform proved to be an asset when Times readers needed a space for discourse around Brexit. For newsrooms organizing communities today, Ben shares that Facebook’s ease of use makes it easy to spin up new groups and show proof of concept, but that this isn’t a full solution for long-term reader engagement. Patrick and Ben also discuss:
- How Brexit played out in comments section at The Times and led to internal advocacy for readers
- Scaling the work of moderation and the importance of consistency and credibility in community management
- Whether or not big platforms like Facebook should be allowed to self-moderate