How do tech platforms develop clear content policies while balancing user freedom, regulatory requirements, and cultural contexts? What does it take to scale trust and safety efforts for billions of users in a rapidly changing digital landscape? Navigating these challenges requires foresight, transparency, and a deep understanding of user behavior.

In today’s episode of Click to Trust, we are joined by Cathryn Weems, Head of Content Policy at Character.AI, to take on the intricacies of building Trust and Safety policies. Cathryn shares her extensive experience shaping content policies at some of the world’s largest tech platforms, from crafting transparency reports to addressing complex government takedown requests. She offers unique insights into balancing global scalability with localized approaches and why clear, enforceable transparency reports are key to fostering trust.

In this episode, you’ll learn:

1. The Art of Content Policy: Cathryn explains the challenges of defining “gray area” content and how tech platforms can develop policies that are clear and enforceable at scale.
2. Transparency in Action: Gain insights into the evolution of transparency reporting and how transparency reports build trust with users while navigating government regulations.
3. Women in Tech Leadership: Cathryn shares advice for aspiring women leaders in Trust and Safety, including strategies for negotiating compensation and carving a path for yourself in a male-dominated field.

Jump into the conversation:
(00:00) Meet Cathryn Weems
(01:10) The evolution of Trust & Safety as a career path
(05:30) Tackling the complexities of content moderation at scale
(10:15) Crafting content policies for gray areas and new challenges
(14:40) Transparency reporting: Building trust through accountability
(20:05) Addressing government takedown requests and censorship concerns
(25:25) Balancing cultural context and global scalability in policy enforcement
(30:10) The impact of AI on content moderation and policy enforcement
(35:45) Cathryn’s journey as a female leader in Trust & Safety
(40:30) Fostering trust and improving safety on digital platforms

How can Trust and Safety professionals navigate promoting online safety and mitigating real world harms while also maintaining their own well-being?

In today’s episode of Click to Trust, we are joined by Heather Grunkemeier, Founder of Twinkle LLC and a seasoned Trust and Safety leader, who shares her personal journey through the highs and lows of working in this space. Heather discusses the mental health challenges faced by professionals in Trust and Safety and the importance of setting boundaries to prevent burnout. Drawing from her own experience, she provides invaluable advice on creating a sustainable work-life balance and the tools that have helped her along the way, including finding support in peers, prioritizing self-care, and asking the right questions in job interviews.

In this episode, you’ll learn:

1. Mental Health in Trust and Safety: Heather discusses how the emotional toll of managing incidents in Trust and Safety can affect mental health and the importance of recognizing the signs of burnout before it’s too late.
2. Setting Boundaries and Prioritizing Self-Care: Discover how creating boundaries within the workplace and permitting yourself to take breaks is essential to long-term success and well-being.
3. Building a Supportive Network: Heather shares how connecting with others in the Trust and Safety community can provide the support needed to handle difficult situations and avoid isolation.

Jump into the conversation:
(00:00) Introduction to Heather Grunkemeier
(02:00) Heather’s journey into Trust & Safety
(05:00) Personal burnout: The toll of overachieving in tech
(09:25) The emotional and mental impact of Trust & Safety roles
(12:40) How balance boundaries and protect mental health in T&S
(16:00) The importance of boundary-setting for T&S professionals
(19:30) How companies can better support Trust & Safety teams
(23:45) Heather’s advice for new professionals in Trust & Safety
(28:15) Leading with compassion in Trust & Safety
(35:10) Heather’s consulting venture and advice for aspiring entrepreneurs

How can platforms safeguard vulnerable populations while meeting the needs of service providers? What roles do transparency and continuous education play in building trust and preventing incidents? Ensuring safety in caregiving platforms requires thoughtful strategies that go beyond the basics of vetting and monitoring.

In today’s episode of Click to Trust, we are joined by Jane Yu, Head of Trust and Safety at Papa, to explore the complexities of building trust in caregiving services. Jane shares her experiences developing safety protocols and fostering a community of trust across the gig economy. From revamping background check processes to launching innovative safety features like emergency response features and ID verification, Jane provides a behind-the-scenes look at how safety is upheld for both caregivers and members alike.

Read Papa's Inaugural Transparency Report: https://resources.papa.com/transparency-report-2024

In this episode, you’ll learn:

• Managing Dual Vulnerabilities: Jane discusses how platforms protect both caregivers and care recipients in unfamiliar environments, ensuring mutual safety and trust.
• Leveraging Safety Features: The impact of features like emergency response features, identity verification and masked phone numbers in creating secure and reliable interactions.
• The Importance of Transparency and Education: Discover why fostering transparency through safety reports and continuous education is essential for maintaining trust and promoting safety on caregiving platforms.

Jump into the conversation:

• (00:00) Meet Jane Yu
• (01:05) Addressing caregiving gaps and the importance of human connection
• (06:40) The dual vulnerability of members and caregivers on platforms
• (10:55) Key safety features: background checks and emergency response features
• (16:20) The role of transparency and effective reporting mechanisms
• (21:35) Educating users and caregivers to promote safety on and offline
• (26:50) Investigating incidents and taking swift action when necessary
• (31:40) Cross-team collaboration to improve trust and safety outcomes
• (36:10) Leadership involvement and its impact on safety strategies
• (39:05) Final thoughts on enhancing safety on caregiving platforms