Cathryn Weems on Content Moderation and Leveraging Transparency Reporting to Build Trust
How do tech platforms develop clear content policies while balancing user freedom, regulatory requirements, and cultural contexts? What does it take to scale trust and safety efforts for billions of users in a rapidly changing digital landscape? Navigating these challenges requires foresight, transparency, and a deep understanding of user behavior.In today’s episode of Click to Trust, we are joined by Cathryn Weems, Head of Content Policy at Character.AI, to take on the intricacies of building Trust and Safety policies. Cathryn shares her extensive experience shaping content policies at some of the world’s largest tech platforms, from crafting transparency reports to addressing complex government takedown requests. She offers unique insights into balancing global scalability with localized approaches and why clear, enforceable transparency reports are key to fostering trust.In this episode, you’ll learn:The Art of Content Policy: Cathryn explains the challenges of defining “gray area” content and how tech platforms can develop policies that are clear and enforceable at scale.Transparency in Action: Gain insights into the evolution of transparency reporting and how transparency reports build trust with users while navigating government regulations.Women in Tech Leadership: Cathryn shares advice for aspiring women leaders in Trust and Safety, including strategies for negotiating compensation and carving a path for yourself in a male-dominated field.Jump into the conversation:(00:00) Meet Cathryn Weems(01:10) The evolution of Trust & Safety as a career path(05:30) Tackling the complexities of content moderation at scale(10:15) Crafting content policies for gray areas and new challenges(14:40) Transparency reporting: Building trust through accountability(20:05) Addressing government takedown requests and censorship concerns(25:25) Balancing cultural context and global scalability in policy enforcement(30:10) The impact of AI on content moderation and policy enforcement(35:45) Cathryn’s journey as a female leader in Trust & Safety(40:30) Fostering trust and improving safety on digital platforms
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44:15
Heather Grunkemeier on Balancing Empathy and Well-Being as a Trust & Safety Professional
How can Trust and Safety professionals navigate promoting online safety and mitigating real world harms while also maintaining their own well-being? In today’s episode of Click to Trust, we are joined by Heather Grunkemeier, Founder of Twinkle LLC and a seasoned Trust and Safety leader, who shares her personal journey through the highs and lows of working in this space. Heather discusses the mental health challenges faced by professionals in Trust and Safety and the importance of setting boundaries to prevent burnout. Drawing from her own experience, she provides invaluable advice on creating a sustainable work-life balance and the tools that have helped her along the way, including finding support in peers, prioritizing self-care, and asking the right questions in job interviews. In this episode, you’ll learn:Mental Health in Trust and Safety: Heather discusses how the emotional toll of managing incidents in Trust and Safety can affect mental health and the importance of recognizing the signs of burnout before it’s too late.Setting Boundaries and Prioritizing Self-Care: Discover how creating boundaries within the workplace and permitting yourself to take breaks is essential to long-term success and well-being.Building a Supportive Network: Heather shares how connecting with others in the Trust and Safety community can provide the support needed to handle difficult situations and avoid isolation.Jump into the conversation:(00:00) Introduction to Heather Grunkemeier(02:00) Heather’s journey into Trust & Safety (05:00) Personal burnout: The toll of overachieving in tech(09:25) The emotional and mental impact of Trust & Safety roles(12:40) How balance boundaries and protect mental health in T&S(16:00) The importance of boundary-setting for T&S professionals(19:30) How companies can better support Trust & Safety teams(23:45) Heather’s advice for new professionals in Trust & Safety(28:15) Leading with compassion in Trust & Safety(35:10) Heather’s consulting venture and advice for aspiring entrepreneurs
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43:18
Jane Yu on Papa's Inaugural Transparency Report and Promoting Safety on Caregiving Platforms
How can platforms safeguard vulnerable populations while meeting the needs of service providers? What roles do transparency and continuous education play in building trust and preventing incidents? Ensuring safety in caregiving platforms requires thoughtful strategies that go beyond the basics of vetting and monitoring.In today’s episode of Click to Trust, we are joined by Jane Yu, Head of Trust and Safety at Papa, to explore the complexities of building trust in caregiving services. Jane shares her experiences developing safety protocols and fostering a community of trust across the gig economy. From revamping background check processes to launching innovative safety features like emergency response features and ID verification, Jane provides a behind-the-scenes look at how safety is upheld for both caregivers and members alike.Read Papa's Inaugural Transparency Report: https://resources.papa.com/transparency-report-2024In this episode, you’ll learn:Managing Dual Vulnerabilities: Jane discusses how platforms protect both caregivers and care recipients in unfamiliar environments, ensuring mutual safety and trust.Leveraging Safety Features: The impact of features like emergency response features, identity verification and masked phone numbers in creating secure and reliable interactions.The Importance of Transparency and Education: Discover why fostering transparency through safety reports and continuous education is essential for maintaining trust and promoting safety on caregiving platforms.Jump into the conversation:(00:00) Meet Jane Yu(01:05) Addressing caregiving gaps and the importance of human connection(06:40) The dual vulnerability of members and caregivers on platforms(10:55) Key safety features: background checks and emergency response features(16:20) The role of transparency and effective reporting mechanisms(21:35) Educating users and caregivers to promote safety on and offline(26:50) Investigating incidents and taking swift action when necessary(31:40) Cross-team collaboration to improve trust and safety outcomes(36:10) Leadership involvement and its impact on safety strategies(39:05) Final thoughts on enhancing safety on caregiving platforms
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40:36
Alice Hunsberger on Policy, Operations and Building a Successful Career in Trust & Safety
Maintaining trust and safety online is a delicate balancing act. What responsibility do platforms have to support their content moderators? What does it mean to be an ethical BPO? How can platforms promote user safety both on and offline? In today’s episode of Click to Trust, Alice Hunsberger, VP of Trust and Safety at Partner Hero, dives deep into the evolving landscape of ethical content moderation and the often-overlooked challenges faced by content moderators and trust and safety professionals. From her early experiences on dating platforms like OkCupid and Grindr to leading trust and safety at PartnerHero, Alice shares valuable insights on balancing privacy, safety, and user expression on digital platforms. In this episode, you’ll learn:The Importance of Ethical Content Moderation: Alice discusses how treating content moderators fairly and providing them with proper wellness programs and opportunities is key to maintaining a healthy ecosystem.Balancing Privacy, Safety, and Expression: Trust and safety professionals face tough decisions when trying to safeguard users while also promoting privacy and freedom of expression.The Role of Platforms in Supporting BPOs: Discover how platforms can enhance relationships with BPOs by being more proactive and advocating for improved support and communication.Jump into the conversation:(00:00) Introducing Alice Hunsberger(01:04) Alice’s background in trust and safety across various platforms(06:34) What ethical content moderation looks like in practice(09:43) How platforms can support their trust and safety teams better(15:20) The unique challenges of moderating dating platforms(23:55) Balancing privacy, safety, and freedom of expression on digital platforms(36:08) The impact of poorly supported BPOs on trust and safety outcomes(42:00) The importance of providing safety options and tooling for users
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47:49
Content Policies: An Inside Look at How Online Platforms Try to Keep You Safe
Keeping users safe is a complex task for all online platforms. Many try to enact content policies to protect us from harmful content, but are those policies enough? And just how enforceable are they anyway? In this episode of Click to Trust, we examine the critical role content policies play in ensuring online safety. And to help us do that, we’ll hear from Sabrina (Pascoe) Puls, TrustLab’s Director of Trust and Safety Policy & Operations. She explains how content policies work behind the scenes to help protect users and platforms by preventing online harms like misinformation, hate speech, and more. Sabrina also reveals the overlooked challenges that come with developing and enforcing these rules. And throughout the episode, we’ll question whether current safety measures are truly effective or if they unintentionally miss the mark, leaving both users and platforms vulnerable. In this episode, you’ll learn:Lack of Resources is the Biggest Hurdle for Trust and Safety Teams: Early investment not only prevents crises but also reduces long-term costs in PR damage and regulatory fines.Transparency in Content Policies is a Double-Edged Sword: Sabrina points out how detailed policies can help users but also give bad actors and fraudsters the information they need to exploit loopholes. Automation in Content Moderation Can’t Replace Human Expertise: Sabrina acknowledges a growing reliance on AI, but highlights that human moderators are essential for handling nuanced, high-risk content areas that machines can’t fully address.Jump into the conversation:(00:00) Introduction to Sabrina (Pascoe) Puls(02:20) Differences Between Content Policies and Community Guidelines(06:53) Common Pitfalls in Policy Creation(09:19) Collaboration Between Policy and Engineering(17:07) Automation vs. Human Moderation(20:27) Convincing Leadership to Invest in Trust and Safety
Online platforms are plagued by harmful content, from hate speech to illegal activities, there seems to be a news headline every week where someone’s well being has been impacted. No wonder we’ve got trust issues.
Click to Trust delves into the intricate world of safeguarding online spaces. Guided by the wisdom of Tom Siegel, CEO and Co-Founder of TrustLab, and (previously) the VP of Trust & Safety at Google, the show covers the challenges of monitoring harmful content, combatting digital threats, and empowering you to navigate the web with trust. Click to Trust is your go-to resource for promoting a safer and healthier digital environment for all.
For more, visit trustlab.com
Ireland