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‘I was moderating hundreds of horrific and traumatising videos’

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Social media moderators check for distressing or illegal photos and videos which they then remove

Over the past few months the BBC has been exploring a dark, hidden world – a world where the very worst, most horrifying, distressing, and in many cases, illegal online content ends up.

Beheadings, mass killings, child abuse, hate speech – all of it ends up in the inboxes of a global army of content moderators.

You don’t often see or hear from them – but these are the people whose job it is to review and then, when necessary, delete content that either gets reported by other users, or is automatically flagged by tech tools.

The issue of online safety has become increasingly prominent, with tech firms under more pressure to swiftly remove harmful material.

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And despite a lot of research and investment pouring into tech solutions to help, ultimately for now, it’s still largely human moderators who have the final say.

Moderators are often employed by third-party companies, but they work on content posted directly on to the big social networks including Instagram, TikTok and Facebook.

They are based around the world. The people I spoke to while making our series The Moderators for Radio 4 and BBC Sounds, were largely living in East Africa, and all had since left the industry.

Their stories were harrowing. Some of what we recorded was too brutal to broadcast. Sometimes my producer Tom Woolfenden and I would finish a recording and just sit in silence.

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“If you take your phone and then go to TikTok, you will see a lot of activities, dancing, you know, happy things,” says Mojez, a former Nairobi-based moderator who worked on TikTok content. “But in the background, I personally was moderating, in the hundreds, horrific and traumatising videos.

“I took it upon myself. Let my mental health take the punch so that general users can continue going about their activities on the platform.”

There are currently multiple ongoing legal claims that the work has destroyed the mental health of such moderators. Some of the former workers in East Africa have come together to form a union.

“Really, the only thing that’s between me logging onto a social media platform and watching a beheading, is somebody sitting in an office somewhere, and watching that content for me, and reviewing it so I don’t have to,” says Martha Dark who runs Foxglove, a campaign group supporting the legal action.

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Mojez, who used to remove harmful content on TikTok, looks directly at a close camera

Mojez, who used to remove harmful content on TikTok, says his mental health was affected

In 2020, Meta then known as Facebook, agreed to pay a settlement of $52m (£40m) to moderators who had developed mental health issues because of their jobs.

The legal action was initiated by a former moderator in the US called Selena Scola. She described moderators as the “keepers of souls”, because of the amount of footage they see containing the final moments of people’s lives.

The ex-moderators I spoke to all used the word “trauma” in describing the impact the work had on them. Some had difficulty sleeping and eating.

One described how hearing a baby cry had made a colleague panic. Another said he found it difficult to interact with his wife and children because of the child abuse he had witnessed.

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I was expecting them to say that this work was so emotionally and mentally gruelling, that no human should have to do it – I thought they would fully support the entire industry becoming automated, with AI tools evolving to scale up to the job.

But they didn’t.

What came across, very powerfully, was the immense pride the moderators had in the roles they had played in protecting the world from online harm.

They saw themselves as a vital emergency service. One says he wanted a uniform and a badge, comparing himself to a paramedic or firefighter.

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“Not even one second was wasted,” says someone who we called David. He asked to remain anonymous, but he had worked on material that was used to train the viral AI chatbot ChatGPT, so that it was programmed not to regurgitate horrific material.

“I am proud of the individuals who trained this model to be what it is today.”

Martha Dark Martha Dark looking at the cameraMartha Dark

Martha Dark campaigns in support of social media moderators

But the very tool David had helped to train, might one day compete with him.

Dave Willner is former head of trust and safety at OpenAI, the creator of ChatGPT. He says his team built a rudimentary moderation tool, based on the chatbot’s tech, which managed to identify harmful content with an accuracy rate of around 90%.

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“When I sort of fully realised, ‘oh, this is gonna work’, I honestly choked up a little bit,” he says. “[AI tools] don’t get bored. And they don’t get tired and they don’t get shocked…. they are indefatigable.”

Not everyone, however, is confident that AI is a silver bullet for the troubled moderation sector.

“I think it’s problematic,” says Dr Paul Reilly, senior lecturer in media and democracy at the University of Glasgow. “Clearly AI can be a quite blunt, binary way of moderating content.

“It can lead to over-blocking freedom of speech issues, and of course it may miss nuance human moderators would be able to identify. Human moderation is essential to platforms,” he adds.

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“The problem is there’s not enough of them, and the job is incredibly harmful to those who do it.”

We also approached the tech companies mentioned in the series.

A TikTok spokesperson says the firm knows content moderation is not an easy task, and it strives to promote a caring working environment for employees. This includes offering clinical support, and creating programs that support moderators’ wellbeing.

They add that videos are initially reviewed by automated tech, which they say removes a large volume of harmful content.

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Meanwhile, Open AI – the company behind Chat GPT – says it’s grateful for the important and sometimes challenging work that human workers do to train the AI to spot such photos and videos. A spokesperson adds that, with its partners, Open AI enforces policies to protect the wellbeing of these teams.

And Meta – which owns Instagram and Facebook – says it requires all companies it works with to provide 24-hour on-site support with trained professionals. It adds that moderators are able to customise their reviewing tools to blur graphic content.

The Moderators is on BBC Radio 4 at 13:45 GMT, Monday 11, November to Friday 15, November, and on BBC Sounds.

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What impact is the Digital Markets Act having? I FT Tech

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What impact is the Digital Markets Act having? I FT Tech

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Can the EU curb tech giants’ dominance of the digital marketplace? It’s trying to, with the introduction of the Digital Markets Act, or DMA, a groundbreaking piece of legislation it began enforcing in March this year. The aim is to improve consumer choice and open up markets for European start-ups to flourish.

The legislation forbids tech giants from anti-competitive behaviour, such as favouring their own products and services over competitors on their own platforms. It’s also looking to stop non-compliant behaviour before it takes hold. The EU is targeting what it calls gatekeepers, defined by the law as platforms with a market cap above 75bn euros, more than 45mn active monthly users in the EU, an annual turnover of more than 7.5bn euros.

So far, it’s designated seven gatekeepers, Google’s parent company, Alphabet, Microsoft, Apple, Amazon, Meta, ByteDance, and booking.com. Apple and Meta have already been found in breach of the DMA. If non-compliance continues, the law grants European regulators extraordinary powers of enforcement. This includes fines of up to 20 per centt of total worldwide annual turnover for repeat infringements, which could cost companies billions. As a last resort option, regulators could even force structural changes such as the break-up of businesses.

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The act has had a visible effect. For example, Apple is allowing alternative app stores on its operating system in the EU. Google has said it will stop showing its flight search service in its search results in the bloc and will give rival comparison sites more prominence. But there have also been signs the act could limit choice for European consumers.

Last year, Meta released its Twitter-like service threads into the EU five months after other parts of the world due to what it called regulatory uncertainty. The big tech companies have been adept in the past at redesigning their services to sidestep regulations. They also have virtually unlimited resources to fight them. So the question may well be whether EU regulators are willing to entertain the nuclear option of breaking up companies that repeatedly break the law with the fallout that would bring.

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Liam Payne’s Family Seeks Justice After Tragic Balcony Fall

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Liam Payne’s Family Seeks Justice After Tragic Death in Argentina

Liam Payne’s family and friends are mourning the singer’s tragic death after he fell from a hotel balcony in Buenos Aires. On November 6, his coffin was transported to the U.K., where he will reportedly be laid to rest at St. Paul’s Cathedral in Wolverhampton. Former One Direction bandmates Louis Tomlinson, Niall Horan, Harry Styles, and Zayn Malik are expected to attend, along with his ex Cheryl Cole and their 7-year-old son, Bear.

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As the investigation into the 31-year-old’s passing unfolds, Argentine authorities have detained two employees from the CasaSur Palermo Hotel. These employees are suspected of supplying drugs to Payne. Preliminary toxicology results revealed that Payne had multiple substances in his system, including cocaine, benzodiazepine, crack, and a designer drug known as “pink cocaine,” which reportedly contained methamphetamine, ketamine, MDMA, and other potent substances.

An insider close to Payne’s family shared that while they were aware of his struggles, they are determined to uncover how and why he ended up in such a vulnerable situation. “Liam’s family knows that he was grappling with personal demons, but they also want answers as to why and how he ended up falling from his hotel balcony,” the source explained. “If someone contributed to Liam’s tragic end, they want justice served. The family needs closure to move forward.”

As his loved ones prepare for a final farewell, they are also calling for accountability and hoping to find peace amidst the tragedy.

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Sometime in the wee hours of the night as you sleep tonight, a plane in white and aubergine livery, coming in from Mumbai, will land at Delhi’s Indira Gandhi International Airport, its passengers and crew will disembark, and it will be towed away silently in the dead of the night into a parking slot. 

 

It will be the end of a jubilant, if short-lived, chapter in India’s domestic aviation history.

 

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Vistara is dead. Long live Vistara.

 

Why is there so much of tribute and accolades being showered on socials, as well as in office canteens and water cooler chats, over an airline Indians just about knew for one short decade? 

 

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It’s not as if airlines have not disappeared from our horizons before — from the much-storied Jet Airways down to the very ‘sexy’ Kingfisher with all its paraphernalia, India’s commercial aviation space is a veritable junkyard for airline companies who dreamed of the skies but couldn’t handle the turbulence from the ground up. From Air Deccan to East West Airlines, to even Go West last summer, it is littered with Icarian tales aplenty. 

 

Then what was so special about Vistara? 

 

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It is perhaps the realisation amongst many of us that it is the last taste most of us will likely get of the old-world joy of flying within India, the way it was meant to be by those magnificent men in their flying machines back in the origin days of commercial flying in the west? Slick, smiling crew members in classily decorated cabins, a tray laden with a piping, hot meal, followed by some coffee or tea, and add-ons ranging from a warm blanket to the day’s newspapers, in most cases. 

 

Of course, most Indians don’t even know, let alone have experienced, the glamour of flying in its original days — from unlimited champagne, caviar and choicest cigars (before smoking was prohibited) to some Pan Am flights even having a piano on board!

 

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Forget Western excess, even for Indians who were happy and satisfied with hot meals and a comfortable seat with enough legroom that won’t induce thrombosis, a full-service flight experience is increasingly something of a nostalgic tale to pass down to the young generation.

 

And nostalgia will be where it will likely reside, as budget airlines take over the world, with the focus being ‘on time’ at the lowest rate possible and getting people from point A to point B. And the whole ‘if you want it, you pay for it!’ Philosophy. 

 

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The CEO of Ryan Air, the global poster boy of low-cost flying, was once infamously quoted saying that if possible, he would like to have passengers standing, with extra charges in case they would like to use a seat!

 

Budget airlines are the future, and in a particularly cost-conscious market like India that has taken to Indigo and its philosophy of spartan efficiency, Vistara then becomes the last vestige of a flying experience from a bygone era. After all, not everyone can fork out business or first-class charges, say, on an Emirates or Singapore Airlines, to experience that feeling all the time.

 

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With Vistara subsumed into Air India, the nation will be left with just the legacy carrier as the only full-service airline in the country. Besides the fact that this will give Tatas the flexibility to determine pricing, it will also ensure that domestic flying will switch firmly into a budget flying default. 

 

Market leader Indigo is bracing up to protect its turf, while Air India, by all indications, is set to take it on with its own budget model, Air India Express. The only other pan-Indian airlines are SpiceJet and Akasa, which both follow the low-cost model.

 

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The paean being sung for Vistara is also ironically a testament to the utter lack of confidence Indian flyers seem to be having in Air India getting its act together. Nearly three years after the takeover by Tatas, Air India’s quality seems to have only gone for bad to worse. 

 

While mandarins at Air India’s headquarters in Gurugram are apparently hoping that inducting Vistara and its crew with their high service quality could improve Air India’s reputation, the reverse is also a frightening possibility. One only has to hark back to the chaotic days of domestic leader Indian Airlines and its disastrous merger into the white elephant that was Air India back in the late 2000s. Let’s just hope history doesn’t repeat itself.

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Advice shouldn’t be just for the rich

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Robin Powell – Illustration by Dan Murrell

I recently had the privilege of attending the Dimensional Advanced Conference in Texas.

As any adviser who works with Dimensional Fund Advisors (DFA) will tell you, this is one very impressive company. Its commitment to the fiduciary principle and its steadfast dedication to empirical evidence set it apart from virtually every other asset manager in the world.

“It’s just a shame,” a fellow attendee remarked as we said our goodbyes at the end of the conference, “that it’s only rich people who actually benefit.”

Cutting regulatory costs and red tape will help small firms reach more people

He was right, of course.

Although DFA has started offering exchange-traded funds independently of advisers in Australia and the US, most people with money invested in DFA funds are paying for ongoing advice.

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To afford that luxury, you generally need investable assets of at least £400,000. The average DFA investor has a far larger portfolio than that.

DFA would no doubt love to see its expertise benefit more people. I’m equally sure most advisers using DFA funds would also like to help those of us who don’t have a multimillion-pound portfolio.

But we live in the real world. Advice firms are businesses, not charities; for most, serving a wider market is not commercially viable.

Consumer Duty

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The Financial Conduct Authority, too, is keen to make advice more affordable to those with a smaller portfolio. Yet the Consumer Duty, alas, has made it harder for firms to work with these investors.

Financial regulation needs to be simplified, but any reduction in regulation must be carefully targeted at areas such as the advice gap

At a recent Seccl event, the head of Vanguard’s UK client group, Doug Abbott, argued that the Consumer Duty was unintentionally forcing advisers to focus on serving wealthier clients.

“Advisers are pushing away clients who have £200,000 in investable assets,” he said. “The regulation makes it too difficult to serve this client base.

“In turn, this is contributing to a gap in advice and support available to the mass affluent.”

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Abbott is by no means a lone voice. Dynamic Planner chief executive Ben Goss has warned that, although the duty has “the potential to drive significant client value”, the reality of implementation has “proved more challenging” than expected.

The Financial Conduct Authority, too, is keen to make advice more affordable to those with a smaller portfolio

A report by The Lang Cat found that 55% of advisers had stopped serving at least some of their clients as a result of the Consumer Duty. Research by Boring Money backs this up, finding that more people have fallen into the advice gap over the past year.

There are no easy answers but one of them must be artificial intelligence (AI). Thanks to AI, jobs that used to take hours can be completed in minutes.

Similarly, the rapid development of secure, app-based planning is making client communication much more efficient. And the increased use of young apprentices, particularly in triaging new clients, is helping firms serve more people, more quickly and easily.

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Undoubtedly, though, closing the advice gap must entail a degree of regulatory reform. The regulatory burden on advice firms is simply too great and it disproportionately affects the smallest businesses.

Advisers are pushing away clients who have £200,000 in investable assets

Another report by The Lang Cat found that fear of more compliance and regulation had become the top concern for almost a third of advice firms.

Fine line to tread

At the same time, I worry about noises emanating from the FCA about its direction of travel.

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The previous government gave the regulator what it called a secondary international competitiveness and growth objective, which came into force in August 2023. In other words, as well as protecting consumers, the FCA has another duty now: to promote the UK’s financial sector and wider economy.

Clearly, this new dual role creates a conflict of interest. After all, what’s good for the financial industry is often bad for financial consumers, and vice versa.

Advice firms are businesses, not charities; for most, serving a wider market is not commercially viable

The regulator, then, has a fine line to tread. Financial regulation needs to be simplified, but any reduction in regulation must be carefully targeted at areas such as the advice gap.

Cutting regulatory costs and red tape for small firms will help them offer world-class investment solutions from the likes of DFA — as well as ongoing planning — to a much broader range of people.

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But the need to protect consumers from much larger, vertically integrated businesses is as great as it’s ever been.

Robin Powell is a freelance journalist and editor of The Evidence-Based Investor


This article featured in the November 2024 edition of Money Marketing

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Thames Water wins bondholder approval for £3bn emergency loan

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Thames Water has received approval from more than three-quarters of its top-ranking lenders to take out a new emergency loan of up to £3bn and make other adjustments to its debt that will avert a cash crunch shortly after Christmas.

The utility, which serves 16mn customers in London and surrounding areas, has been struggling with £19bn of debt and is trying to avoid being renationalised under the government’s special administration scheme.

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While the loan still needs to be approved at a High Court hearing next month, the results of the vote mean the plan has passed a key legal threshold showing that Thames has support from a majority of its largest class of bondholders.

The loan is aimed at averting what could be one of the largest corporate collapses in recent history but will saddle the group with expensive debt.

Other water companies including Southern Water are also being forced to raise debt at high rates, raising concerns over the financial stability of the water monopolies, which are under pressure over sewage outflows and other failings 34 years after they were privatised.

The loan proposal has come from holders of Thames Water’s top-ranking class A bonds, which account for the bulk of its debt. A smaller group of class B bondholders have in recent weeks proposed their own £3bn loan plan that they say could save the utility hundreds of millions of pounds in interest and other costs.

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A spokesperson for the class A bondholders described it as “a decisive vote of confidence in the first stage of our restructuring plan for Thames Water from a large group of its creditors”.

The class A deal comes with an annual 9.75 per cent interest rate as well as steep fees, which will substantially raise the effective return for bondholders. The loan agreement also allows for a new package of “retention” incentives for Thames Water’s management team on “terms acceptable” to the creditors.

It will be provided in two tranches — an initial £1.5bn that would last until October 2025 and a further £1.5bn to be released if industry regulator Ofwat does not give permission to Thames Water to increase bills as much as it wants. The company has asked for a 53 per cent rise in bills and a decision is expected by Christmas or the new year.

The extra debt would give it more headroom to appeal to the Competition and Markets Authority in a process that could take up to a year.

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Thames Water is separately seeking to raise at least £3bn of equity from investors after its existing shareholders — a group of pension funds and sovereign wealth funds — declared this year that the business was “uninvestable” and were prepared to walk away. That process is being run by investment bank Rothschild and has drawn a handful of interested bidders including Castle Water and KKR.

The group of class B bondholders, which is represented by law firm Quinn Emanuel, could still launch a legal challenge against the new loan proposal and restructuring plan. People close to these lower-ranking bondholders have argued that the 75 per cent approval from class A bondholder is simply a minimum requirement for courts to consider a proposal.

A spokesperson for Class B bondholders said it “will continue to press for a better alternative for Thames Water, which we are confident can and should still be implemented”.

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Who Is Xhoana Xheneti? Meet Gavin Rossdale’s New Girlfriend

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Who Is Xhoana Xheneti? Meet Gavin Rossdale’s New Girlfriend.

Gavin Rossdale has officially gone red carpet public with his girlfriend, Xhoana Xheneti, after over a year of dating. The couple made their debut at the MTV EMAs in Manchester, England, on November 10, 2024, sparking curiosity about Xhoana, who has even been noted for her resemblance to Gavin’s ex-wife, Gwen Stefani.

screenshot 2024 11 13 075628

xhoana_x – Instagram

What Does Xhoana Xheneti Do? Xhoana is a musician like Gavin, specializing in electro-pop. Describing herself as an “artist” in her Instagram bio, she debuted her seven-track EP The Villain in January 2021 under the stage name Xhoana X, followed by another EP, Girlgun, in 2023.

Where Is Xhoana Xheneti From? Originally from Tirana, Albania, Xhoana moved to Los Angeles, where she now resides. She arrived in the United States as a young girl after her mother won the Green Card Lottery, following her parents’ divorce. The culture shock of moving from post-communist Albania to the United States had a profound impact on her music, blending nostalgia and rebellion into her style.

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When Did Xhoana Xheneti and Gavin Rossdale Start Dating? Xhoana and Gavin began dating in 2023, with Gavin making his first appearance on Xhoana’s Instagram in October of that year. They officially “hard launched” their relationship on Instagram in March 2024 and attended the iHeartRadio Music Awards together a month later, though they did not walk the red carpet at the time. Their first official red carpet appearance was at the MTV EMAs.

Xhoana’s Connection to Gwen Stefani’s Music When Xhoana arrived in the U.S. in the mid-90s, Gwen Stefani’s band No Doubt was at its peak, influencing Xhoana’s musical journey. Reflecting on that time, she said, “When I came here in ’96, there was Tupac, Biggie, No Doubt, Prodigy, and Radiohead — all of this was nonstop inspiration.” Xhoana credits her diverse background and musical influences for her unique style, which blends attitude, vulnerability, and eclectic sounds.

 

Growing Up in Post-Communist Albania In a 2021 interview, Xhoana shared insights into her early life in Albania. She grew up in a society still shaped by its communist past, with limited access to Western media until the fall of the regime. “When I was little, finally you could watch different TV channels and see things like MTV,” she recalled, highlighting the stark contrast between her upbringing and the culture she encountered upon moving to the U.S.

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Xhoana’s journey, from post-communist Albania to the American music scene, and her new relationship with Gavin, marks the beginning of an exciting new chapter for the artist. Her evolving music continues to reflect the many layers of her past, now intertwined with her life in Los Angeles.

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