This talk is part of a two-presentation session running from 1:30 PM - 2:20 PM. The session will feature two presentations back-to-back, with Q&A after each presentation.

The unique and intense profile of frontline work in Trust & Safety (T&S) deters the use of existing assessments/surveys that are standardized and normed on the general population. This talk will focus on the best practices of survey creation & implementation, based on our research team’s 4-year-long experience of refining screening and feedback forms to increase survey adherence and data utility. Our most recent tool is a pre-hire screening instrument that took us over five iterations to establish its fitness for content moderators. We will offer a high-level overview of two real instances and our learnings on the macro and micro aspects of surveys that determine their effectiveness (e.g., experience enhancement technologies, default negative response settings, leadership modeling adherence). The talk will additionally call for joint efforts in industry + academia to create standardized and people-friendly processes for gaining adept data that impact key decisions and policies in T&S.