Human Bias and Trust and Safety

As humans, we are all biased. Bias is a very central virtue for each of us. Our likes, dislikes, afflictions, and rejections are all due to the biases we have as individuals. Each of us is unique because of the biases we have.

Trust and safety are built on a foundation of policies that are instituted to maintain the regulations, standards, practices, technology, sanctity, and sanity of the platform. Unbiased decisions are a core necessity for the work of Trust and Safety. Every decision made on user interactions on a platform has to remain unbiased for an equal, safe experience for everyone. Information, content, and tools on platforms have to meet a minimum set of requirements to prevail on a platform. AI built on data from human decisions has to be bias-free.

This poses a unique challenge to addressing bias in human-centric operations. To help the moderators and agents keep their personal biases aside when they work on decisions based on policies.

I have usually seen bias addressed as an unwanted distinction to have. A lot of training revolves around addressing “the unconscious bias” of an individual. Let's be honest: Bias is a behavior or characteristic that is ingrained and cannot be changed with training for an hour.

These need to be addressed through interventions both by technology and frameworks that let decision-makers understand the bias in any decision and how they can keep It aside in said situations.

Training people to ignore their biases is sensitive and has to be more carefully managed. While managing trust and safety, there are different biases I have noticed. Addressing all these is very individualistic or has to be specific to the content type, demographics of individuals, teams, etc.

We cannot distort a person's core thoughts but can help distinguish when working and when necessary.

I am adding a few examples of biases, and these have to be addressed where we see them affect the work and output rather than through an umbrella approach to bias management.

Attribution Bias

Attribution bias refers to our innate tendency to attribute the behavior of others to internal, dispositional factors while attributing our behavior or actions to external, situational factors. This cognitive bias often leads us to overlook context and jump to conclusions about others, creating a skewed perception of their intentions or motivations. Understanding and acknowledging attribution bias is crucial to developing empathy and open-mindedness, as it helps us challenge our preconceived judgments and perceive others in a more balanced light.

Confirmation Bias

Confirmation bias is a natural human tendency to seek and interpret information in a way that confirms our preexisting beliefs or hypotheses. It is the tendency to selectively focus on evidence that supports our viewpoints while disregarding or downplaying contradictory information. Confirmation bias can be pervasive, influencing our decisions and judgments in various contexts, from personal relationships to politics and beyond.

Halo Effect

The halo effect is a cognitive bias that affects our perceptions and judgments of others. It refers to the tendency for our initial positive impression of someone, something, or someplace to influence our overall perception, leading us to assume a favorable stance. It is important to be aware of this bias and actively seek out objective information before forming judgments about individuals based solely on their initial impressions.

Self-serving bias

Self-serving bias is a common psychological tendency observed in individuals where they attribute their successes to internal factors, such as personal abilities or hard work, while attributing their failures to external factors, such as bad luck or the actions of others. Self-serving bias can lead individuals to perceive reality differently and perceive themselves in a more positive light, even in the face of contradictory evidence.

Anchoring Bias

Anchoring bias is a cognitive bias that affects our decision-making process by relying heavily on the first piece of information we encounter, thus forming a mental anchor. This bias can influence judgments in various domains. By being aware of anchoring bias, we can strive to actively challenge initial information and make more informed and unbiased decisions.

Reporting Bias

Reporting bias refers to the tendency to look at media, news, or information in a way that aligns with their own biases or agendas. This can manifest in a variety of ways, such as selectively highlighting certain facts while downplaying or omitting others, using loaded language that influences reader or viewer perceptions, or prioritizing certain events or perspectives over others. Recognizing and reporting instances of bias is essential for maintaining transparency and fostering a well-informed society.

Observer Effect

The observer effect refers to a phenomenon where the act of observing or measuring something can influence or alter the thing being observed. This concept is commonly discussed in the realms of physics and the social sciences. In physics, the observer effect arises due to the presence of measurement instruments and the interaction between the observed system and the measuring apparatus. The observer effect highlights the intricate relationship between the observer and the observed, emphasizing the need for careful consideration when conducting studies or interpreting results.

And More…..

These are a few of the many biases that have been defined and can be observed in individuals. Support professionals have to be trained in identifying and addressing biases in individuals. They play the first observer and responder most of the time. Bias training, when designed, needs to be more elaborate, empathetic, and thoughtful and has to be an ongoing process.

This is a rewritten version of my earlier blog published on www.ephi.in