Navigating Trust and Safety: Insights from Industry Leaders

In a rapidly evolving digital landscape, the field of Trust and Safety (T&S) has become increasingly critical, yet challenging. Anika Collier Navaroli, a fellow at Tech Policy Press, engaged in a detailed discussion with Alice Hunsberger, Head of Trust & Safety at Musubi, and Jerrel Peterson, Director of Content Policy at Spotify, to explore the dynamics of resilience and balance in this demanding sector. This conversation is part of Navaroli's ongoing series, 'Through to Thriving', which aims to envision potential future landscapes for technology and policy.

The conversation, aired on July 20, 2025, highlights the varied backgrounds of both professionals. Hunsberger transitioned from a career as a documentary film editor, while Peterson arrived in T&S through his experiences as a social worker and aspiring legislator. Their diverse paths underscore the unconventional routes many take into this field.

Both experts shared their insights on the current state of the T&S industry, particularly in light of recent policy rollbacks that have sparked concern among professionals and stakeholders alike.

Jerrel Peterson described the atmosphere as 'complicated,' emphasizing a sense of gratitude amidst challenges. According to Peterson, "I always start my day with gratitude. I’m grateful to have a job that is impactful; however, the polarization and fear surrounding global issues such as climate change and technology create a complex environment for T&S practitioners." His sentiments reflect the anxiety many feel in an industry increasingly scrutinized by the public and policymakers.

Alice Hunsberger echoed these concerns, noting the shift in public perception surrounding T&S roles. "Now, everybody has an opinion about Trust & Safety. Years ago, people didn’t even know this job existed; now, they constantly question its legitimacy and purpose," she stated. This shift has led to a paradoxical situation where practitioners must defend their roles more vigorously than before, especially as societal norms around censorship and moderation evolve.

The discussion also delved into the emotional toll this work can impose, particularly for individuals from marginalized communities. Peterson articulated a sense of 'horror' regarding the rollback of established policies, lamenting the lack of rigorous consideration in decision-making processes that affect millions. He stated, "To see policies rolled back without the same level of rigor and consideration is disheartening. It implies that these were just words on paper, not grounded in our legal or ethical frameworks." Hunsberger concurred, emphasizing the importance of measuring the impacts of any new policies implemented.

Both professionals stressed the significance of resilience in navigating the challenges they face. Peterson shared that focusing on future outcomes has been essential for him: "I try to always focus on the future because from there, I can work backwards. This outlook helps me ensure that similar issues do not reoccur in the future." Hunsberger highlighted the importance of community and mentorship, stating, "Connecting with people and staying curious helps alleviate feelings of isolation, keeping me motivated in my work."

As they looked ahead, both Hunsberger and Peterson offered advice for the next generation of T&S practitioners. Hunsberger urged newcomers to approach the field with care, stating, "You absolutely will be impacted by this work. It’s rewarding but also heartbreaking. Be gentle with yourself and seek support from others." Peterson echoed this sentiment, stressing the importance of understanding one’s motivation for entering the field: "Knowing your 'why' is crucial in this thankless job where your contributions often go unnoticed."

The conversation encapsulates the evolving landscape of Trust and Safety, revealing the intricate balance between professional duty and personal well-being. As the digital space continues to grow, the role of T&S practitioners will become increasingly vital, not only in safeguarding users but also in fostering a more equitable digital environment for all. The full audio of this insightful discussion is available through various podcast platforms, inviting a broader audience to engage with these critical themes in technology and policy.