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
JournalNew Media & Society
ISSN1461-4448
DOIs
Publication statusE-pub ahead of print - 2019
MoE publication typeA1 Journal article-refereed

Fields of Science

  • 512 Business and Management

Cite this

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title = "Re-humanizing the platform: Content moderators and the logic of care",
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.",
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author = "Minna Ruckenstein and Linda Turunen",
year = "2019",
doi = "10.1177/1461444819875990",
language = "English",
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Re-humanizing the platform : Content moderators and the logic of care. / Ruckenstein, Minna; Turunen, Linda.

In: New Media & Society, 2019.

Research output: Contribution to journalArticleScientificpeer-review

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AU - Turunen, Linda

PY - 2019

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AB - 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.

KW - 512 Business and Management

U2 - 10.1177/1461444819875990

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SN - 1461-4448

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