Technological Solutions to Online Toxicity: Potential and Pitfalls

Social media platforms present a perplexing duality, acting at once as sites to build community and a sense of belonging, while also giving rise to misinformation, facilitating and intensifying disinformation campaigns and perpetuating existing patterns of discrimination from the physical world. The first-step platforms take in mitigating the harmful side of social media involves identifying and managing toxic content. Users produce an enormous volume of posts which must be evaluated very quickly. This is an application context that requires machine-learning (ML) tools, but as we detail in this article, ML approaches rely on human annotators, analysts, and moderators. Our review of existing methods and potential improvements indicates that neither humans nor ML can be removed from this process in the near future. However, we see room for improvement in the working conditions of these human workers.