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Building Trust in Crowd Worker Forums: Worker Ownership, Governance,
and Work Outcomes
Rochelle LaPlante & M. Six Silberman
CROWD WORKER FORUMS
➤ Crowd worker forums serve as sites for trust-building between workers.
➤ The four largest Mechanical Turk worker forums have different management styles.
➤ We expect a worker-owned, democratically governed forum to increase trust among stakeholders and lead to better outcomes.
WHY CROWD WORKER FORUMS?
➤ Amazon Mechanical Turk requesters can reject work for any reason.
➤ Worker receives no payment and platform approval rating is lowered with no support or appeal process from Amazon.
➤ In response, workers have developed their own methods to protect themselves and share information: worker forums.
WHY WORKERS USE FORUMS
0%
20%
40%
60%
80%
Find HITs Share HITs Read/Share Info Socialization Community
BUILDING TRUST IN WORKER FORUMS
➤ Workers often email new requesters to test responsiveness and to determine if the requester appears trustworthy.
➤ Received information is shared on worker forums.
➤ Transitive trust is established.
Direct trust
Direct trustTransitive trust
Requester Worker B
Worker A
C
BENEFITS OF SHARED TRUST
➤ People who trust each other make more informed and educated decisions based on shared information.
➤ Better communication and increased trust leads to better outcomes.
➤ For workers: fewer rejections, higher effective wage, a better work experience. For requesters: higher quality work.
“Workers collaborate by referring tasks to each other. Here again workers use their social connections to convey trust, this time to convey trust that a task or requester is legitimate and will pay.
-Gray, M. L., S. Suri, S. S. Ali, D. Kulkarni. The crowd is a collaborative network. CSCW ’16: 134.
FORUM DESIGN TO PROMOTE TRUST
➤ Ownership: worker-owned versus investors
➤ Democratic decisions versus hierarchical leadership
➤ Members enforce community norms and flag issues for moderators
➤ Distribution of labor among forum members
THE MTURK CROWD STORY
➤ Workers wanted shared decision making, open and public discussion.
➤ 4 co-administrators and 4 supporting moderators.
➤ Decision making: monthly staff meetings, community polls, group discussion threads.