Re-humanizing the platform: Content moderators and the logic of care

Research output: Contribution to journalArticleScientificpeer-review

Abstract

With the goal of re-humanizing discussion platform operations, this study explores the knowledge and aims of commercial content moderators by reframing their work-related ideals through the notion of the “logic of care.” In seeking to expand their professional realm by realigning users, moderators, and technical tools, moderators of discussion forums have turned to machines, ideally freeing up resources for real-time interaction between moderators and those who post. By focusing on care, the study calls for technical innovation that integrates moderators’ aims with artificial intelligence systems. Rather than acknowledging human skills and resources in terms of moderation tools and discussion culture, the current platform logic forces moderators to operate like machines. Their discontent becomes understandable within a logic that diminishes their skills and vision. The moderator is left with assessing separate posts, rather than offering a meta-perspective to the discussion, overseeing and nurturing it.
Original languageEnglish
Article number1461444819875990
JournalNew Media & Society
Volume22
Issue number6
Pages (from-to)1026–1042
Number of pages17
ISSN1461-4448
DOIs
Publication statusPublished - Jun 2020
MoE publication typeA1 Journal article-refereed

Fields of Science

  • 512 Business and Management
  • Artificial intelligence systems
  • content moderation
  • Finland
  • human-machine collaboration
  • ideal work
  • logic of care
  • platform
  • 518 Media and communications

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