Understanding the Mental Well-Being of Filipino Content Moderators: A Qualitative Study
Type
Thesis
Authors
Category
Thesis-BSP
[ Browse Items ]
Publication Year
2025
Pages
xiii, 230p.
Subject
Content moderation—Philippines—Psychological aspects Employees—Philippines—Mental health Occupational stress—Philippines—Case studies.
Abstract
MARY LOU A. ANDRES, JULIANNA SHEENA MAE G. ITEM, VICKY P. MONTOYA,
ELLA MARIE C. OLIDAN BERNADETTE B. PACHOCO: Understanding the Mental
Well-being of Filipino Content Moderators: A Qualitative Study. Undergraduate
Thesis. Bachelor of Science in Psychology, Cavite State University – Bacoor City
Campus, City of Bacoor, Cavite. March 2025. Ms. Adviser Abigail E. Malan.
In today’s evolving digital landscape, Filipino content moderators (CMs) serve as
frontline workers responsible for maintaining safe and respectful online communities.
While much of their work emphasizes strict adherence to platform policies, the
psychological well-being of these workers remains understudied. This study aimed to
understand the mental well-being of Filipino CMs by exploring their coping strategies and
the support resources available to them, as well as identifying gaps in workplace practices
that may affect their emotional resilience and overall mental health. Using a descriptive
phenomenological approach, the researchers conducted semi-structured interviews with
nine content moderators from BPO companies in Metro Manila, each with 0 to 6 months of
experience. From these interviews, 4 major themes emerged: (1) Key role of Empathy in
Decision Making, (2) Mental Well-Being Under the Weight of Content Moderation, (3)
Strategies for Coping with Workplace Demands, and (4) Perceived Purpose and Social
Contribution. Participants shared experiences that reflected both the emotional strain of
their work and the ways they coped with its psychological demands. The study
emphasizes the need for tailored organizational interventions, regular mental health
check-ins, and access to professional help to protect content moderators' well-being.
Providing clear mental health policies and fostering an open, supportive work environment
are key steps in helping CMs manage the demands of their role and maintain long-term
emotional resilience.
ELLA MARIE C. OLIDAN BERNADETTE B. PACHOCO: Understanding the Mental
Well-being of Filipino Content Moderators: A Qualitative Study. Undergraduate
Thesis. Bachelor of Science in Psychology, Cavite State University – Bacoor City
Campus, City of Bacoor, Cavite. March 2025. Ms. Adviser Abigail E. Malan.
In today’s evolving digital landscape, Filipino content moderators (CMs) serve as
frontline workers responsible for maintaining safe and respectful online communities.
While much of their work emphasizes strict adherence to platform policies, the
psychological well-being of these workers remains understudied. This study aimed to
understand the mental well-being of Filipino CMs by exploring their coping strategies and
the support resources available to them, as well as identifying gaps in workplace practices
that may affect their emotional resilience and overall mental health. Using a descriptive
phenomenological approach, the researchers conducted semi-structured interviews with
nine content moderators from BPO companies in Metro Manila, each with 0 to 6 months of
experience. From these interviews, 4 major themes emerged: (1) Key role of Empathy in
Decision Making, (2) Mental Well-Being Under the Weight of Content Moderation, (3)
Strategies for Coping with Workplace Demands, and (4) Perceived Purpose and Social
Contribution. Participants shared experiences that reflected both the emotional strain of
their work and the ways they coped with its psychological demands. The study
emphasizes the need for tailored organizational interventions, regular mental health
check-ins, and access to professional help to protect content moderators' well-being.
Providing clear mental health policies and fostering an open, supportive work environment
are key steps in helping CMs manage the demands of their role and maintain long-term
emotional resilience.
Description
A qualitative phenomenological study investigating the mental well-being of Filipino content moderators in Metro Manila BPO companies. Through semi-structured interviews with nine participants, the study identified four major themes: empathy in decision-making, the emotional toll of moderation work, coping strategies for workplace demands, and a sense of purpose and social contribution. Findings highlight the psychological strain moderators face and emphasize the importance of mental health interventions, supportive organizational policies, and access to professional care.
Biblio Notes
Andres, M. L. A., Item, J. S. M. G., Montoya, V. P., Olidan, E. M. C., & Pachoco, B. B. (2025). Understanding the mental well-being of Filipino content moderators: A qualitative study (Undergraduate thesis). Cavite State University – Bacoor City Campus.
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