Head of Digital @ ModSquad | Community Experience | Trust & Safety | Moderation | Social Media | CX |
“Navigating User Appeals in a DSA” #TSPASummit Running notes (bear with me!) Jennifer Smith Kevin Koehler Paul O'Connell Ollie Irwin Rachel Roschelle The complexity with investigations to appropriately handle appeal requests requires a bit of new thinking. * new stakeholders * new designs * new workflows * information needed vs appropriate access to data * understanding the adjustment period of time and working with the ODS and API/data sharing * Oversight Board gets about 600K to 1m appeals * The scale of successful operations is still defining itself * false positive reports and spam impact and distract from human rights needs, and how OBS is looking to distract bad actors from flooding appeal reviews (ex potential monetary charge to avoid erroneous submissions) * interacting with external DSA obligation parties — still theoretical as operations build process. Convo is still “how to do this at scale.” * Engagement is key with regulators and various impacting parties * Openly sharing and discussing what is working and not working - collaboration with ODS in the name of transparency is ideal. * Meet policy people to help give open feedback for iteration * PanNational is really important to avoid too many cooks in the kitchen directives * META brings human rights reps to the table to discuss appeals * elections and censorship is hyper sensitive and not where DSA wants to go. * Independent ODS bodies who are independent and unaligned with governed or political ongoings * How do you share the right data? How do you resolve complexity without over exposure? Prioritization via text analysis can help improve accuracy and volume. Helps drive inclusion of humans in the review process scalable. * wishlist items for engineering: improved language models, video context improvement (magnitude), video-to-text translation for easier review, improved video review to remove extreme exposure (and new clever features) * How does DSA impact the layoffs and staffing demands needs for companies: focus on learnings + automations, but iteration and emerging tech products. Regulatory impact has expanded opportunities for careers and development. It does make Moderation fundamentally more expensive - due to compliance AND more necessary to do business in the EDU. Can’t cut human protection first just because it costs. User safety and best interests are at forefront needs. Really puts visibility on the improvement and practicality of appeals and moderation practices. Trust & Safety Professional Association
Kevin Koehler
7mo
Thanks for the notes. Hope you enjoyed the panel and found it useful.
Louise Turner
7mo
Spotting a panelist name typo - and adding Paul O'Connell 🙌
Ollie Irwin
7mo
Izzy Neis Excellent recap. Thanks for attending and sharing notes!
Trust & Safety ~ Data Privacy ~ Marketing ~ Community ~ Product
7moLate to the game on reading these.😬 Fascinating to think about how so many publishers with communities I've interacted with are not aware of this extensive regulatory framework. I will be interested to see how the sanctions roll out and if that will make them pay attention.