All hands on deck, AI included
These companies also considering the right division of responsibilities between digital and human workforces – and in the face of COVID-19, the balance between AI and human moderators is shifting. Just as top-flight companies have created processes to support remote working, they're also expanding their use of AI to moderate content. Your company needs to make decisions about content faster. And AI, which digests and interprets data rapidly, can help.
The most sophisticated enterprises will take AI a step further. They'll use AI to gain predictive insights into misinformation trends. And they'll train AI to close any loopholes that can let faulty content slip through.
Though technology plays a major role, it takes people to capture the nuances and subtleties in content that machines miss – and that's especially true today. With users sharing rising volumes of content, there's a greater need for human intervention. Even well-meaning but misleading health advice circulates rapidly on social media. Moderators' efforts now have added urgency and pressure.
Given these dual challenges – new working conditions and spikes in volumes – you can expect a backlog of content to build up for moderators to clear. You'll need all hands on deck to address the additional workloads and stress moderators face.
Supporting your content moderators
You likely offer mental-health and well-being support at the office. It's important to make those services available to remote workers too. If your company has a guidebook to help workers manage their exposure to exploitative material, update it with the at-home worker in mind.
For example, you might include suggestions for winding down from a rough day while surrounded by family and without the pause that commuting offers. You can also run online forums and support groups to keep the bonds that people have developed at the office strong. And you can hold virtual workshops that teach skills and competencies for professional development and well-being.
Lock in security while expanding communications channels
In your leadership role, you'll be helping people develop different habits as they collaborate and exchange ideas while physically apart. Communication channels and collaboration tools have to perform without a hitch for teams to do their best remotely.
At the same time, you need robust measures to maintain security and privacy, and to comply with all relevant regulations. Protecting these aspects of online life is critical. For example, you need to safeguard all sensitive and proprietary material against downloading and protect it behind a firewall. Establish rules against the use of public Wi-Fi, which can compromise data security, and guard against the risks of remote working, such as exposure to malware.
Steps to adapt to today's shifting world and new future
Clearly, there are many issues to unpack. Start by taking a good look at your existing trust-and-safety infrastructure so you can strengthen and upgrade it to meet the conditions COVID-19 has created.