The formation of a sense of connection among strangers is a significant contribution of online communities. However, the absence of moderators from our preferred online communities raises concerns about their abrupt departure.

What factors contribute to moderators’ departure, and how can companies such as Meta and Reddit implement measures to prevent burnout among moderators? That was the question posed by recent research from the University of Michigan.

Volunteer teams

According to the researchers, volunteer content moderators (VCMs) suffer from burnout caused by interpersonal conflicts among moderators, time limitations, and constant exposure to toxic online conduct.

“It’s the unpaid labor of volunteer content moderators that make it possible for us, in many cases, to enjoy environments that support our well-being,” they say. “We browse the internet every day and many people are on social media platforms, but we often forget that it’s people that are responsible for keeping our information ecosystems alive.”

The objective of the study is to highlight the crucial functions of VCMs, investigate the underlying reasons for burnout, and assist organizations in comprehending ways to provide enhanced support to VCMs to deter psychological strain.

“VCMs experience many of the same psychological distress challenges as crisis hotline volunteer responders, caregivers and volunteer support providers for persons who have experienced violence,” the researchers explain. “Researchers, platforms and moderators can learn from work addressing psychological distress among similar volunteer groups to craft interventions that support VCMs.”