Abstract

The case ‘Can Facebook Manage the Mental Health and Wellbeing Challenges of its Content Moderators?’ describes how Facebook handled the wellbeing of its content moderators even though content moderation was at the heart of its business model. The case touches upon the early days of content moderation at Facebook where the company hired an in-house team and trained them to screen for content that adhered to the company’s content policy. The case then focuses on how Facebook decided to use technological interventions such as AI algorithms to screen content besides outsourcing most of the content moderation task. The case then discusses the various physical and mental challenges faced by the content moderators, especially contract workers. These included restrictions on workplace breaks; restrictions on using phones even in emergency situations; inability to talk to family members about the work; and concerns on better wages and benefits. The case then focuses on how Facebook attempted to address the questions, misunderstandings, and accusations around its content review practices, work, and pay. The case also discusses Facebook’s initiatives on training its new content review hires. Facebook provided its content workers with more benefits and supportive programs.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Recognize the importance of transparency in communicating about certain job roles during hiring
• Explain the psychological impact of certain job roles on employee mental health
• Examine the need for additional interventions and employee support for certain job roles
• Evaluate the need for revision in HR policies related to outsourced work
• Identify the need for rights and benefits for contract employees

Keywords

Employee Attitudes & Emotions; Work Culture; Employee Benefits; Job Satisfaction; Performance Management; Recruitment & Selection; Stress & Motivation