(The Verge) Keith Utley loved to help.
First, he served in the Coast Guard, where he rose to the rank of lieutenant commander. He married, had a family, and devoted himself utterly to his two little girls. After he got out of the military, he worked as a moderator for Facebook, where he purged the social network of the worst stuff that its users post on a daily basis: the hate speech, the murders, the child pornography.
Utley worked the overnight shift at a Facebook content moderation site in Tampa, FL, operated by a professional services vendor named Cognizant. The 800 or so workers there face relentless pressure from their bosses to better enforce the social network’s community standards, which receive near-daily updates that leave its contractor workforce in a perpetual state of uncertainty. The Tampa site has routinely failed to meet the 98 percent “accuracy” target set by Facebook. In fact, with a score that has been hovering around 92, it is Facebook’s worst-performing site in North America.
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The stress of the job weighed on Utley, according to his former co-workers, who, like all Facebook contractors at the Tampa site, must sign a 14-page nondisclosure agreement.