For starters, you will only be able to appeal when you believe your post has been wrongfully removed eventually, you’ll be able to appeal when you believe a post has wrongfully been allowed to stand. When it’s fully operational, you will have the ability to appeal a Facebook content moderation decision to an independent body, with the company honor-bound (if not legally required) to accept its decisions. What the Oversight Board now promises is - well, what if they could? It has also ensured that, aside from complain, they can’t do anything about it. Given Facebook’s vast size, this setup has ensured that at any given time, millions of people are angry at him and at Facebook for deciding against them. When a high-profile and thorny issue of speech arises - as it did several times this summer - it lands at Zuckerberg’s feet, for him to make the final call. This is especially true at Facebook, where the founder CEO has majority control of voting shares and lacks any real check on his power. The questions of power have come to feel particularly acute on questions of speech. But as the platforms grew into monoliths, to the point that even the slightest change to the user interface draws angry Congressional inquiries, the question of tech power has come to feel more urgent.
Good customer service eats away at profit margins, and executives were convinced that most of it could be effectively automated anyway. In the early days of social networks, this did not seem to be of particular concern to the tech companies themselves. We can almost never help them.įacebook placed $130 million into an irrevocable trust to fund the board’s operations Tech journalists might be more sensitive to this problem than almost anyone else: each day, our inboxes fill up with anguished requests from users of YouTube and Twitter and Instagram who find their posts blocked or their accounts banned. Maybe your prayer will be answered more likely it will not be. You fill out a form, you send it in, you pray.
If your post is taken down in error, or your account is suspended for unclear reasons, or you are banned and lose access to all of your data, historically you have had almost no recourse whatsoever. One of the more striking things about our social networks, I have argued, is how terrible they are at customer service. And when it’s complete, one of the bolder experiments in platform governance will have finally begun. The ability to appeal to the board will roll out gradually around the world over the next several weeks. In a call with reporters today, the board’s co-chairs said that they are now prepared to hear appeals from the billions of people who use Facebook and Instagram each day. Two and a half years after Mark Zuckerberg floated the idea on a podcast, and several months after organizers said it would be ready to hear cases, Facebook’s independent Oversight Board is now up and running.
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