How to get started
Safeguarding your online users, your workers who are committed to protecting them, and your company's reputation is a long- term journey. Follow our four recommendations to makesure trust and safety are at the heart of your business.
1. Use trust and safety to create competitive advantage
Customers expect the brands they trust to protect them and provide a safe environment to share content and interact online. If they do not trust you, they're more likely to seek out your competitors. Defining your trust-and-safety policies and sharing successes publicly demonstrates your commitment to providing the best and safest customer experience and helps you compete.
2.Build a well-being program for your people
You need to protect your people who are exposed to toxic content on a daily basis. This means building a safe working environment supported by an ongoing program of well-being that provides psychological support and counseling. You need clearly defined career paths for these roles, too.
This is an emerging field where research is ongoing to create evidence-based programs that meet the needs of the people who moderate content. Genpact is at the forefront of this.
3. Don't forget scale
The most pressing challenge for content moderation is volume. Your solutions need to monitor monumental, complex volumes of content. This means combining AI and machine learning technologies with people for data labeling and tagging. Look for an approach that can handle large-scale operations and maintain high levels of quality.
4. Embed agility
People are unpredictable, and that means content is too. Your organization needs to be agile and adaptive to sudden changes or events. For example, being able to quickly block certain accounts or content following a terrorist attack will keep customers safe and regulators happy.
Keeping users and workers free from harm is a growing concern for all industries. Making trust and safety core to your business will reap rewards by reducing brand risk, growing revenues, and creating competitive advantage from an enhanced customer experience.