Meet the Mayor in a Town of 20 Million Teens

Launched in 2016, Yubo is a social network of more than 20 million users from around the world. Yubo lets users meet new people and connect through live video streaming and chat. Developed and operated by Paris-based Twelve App SAS, the Yubo app is available for free on the App Store and Google Play.

Two Hat’s Community Sift platform powers content moderation for Yubo’s Live Titles, Comments, and Usernames, all in multiple languages. Use cases include detection and moderation of bullying, sexting, drugs/alcohol, fraud, racism, and grooming. Recently, Yubo’s COO, Marc-Antoine Durand, sat down with Two Hat to share his thoughts on building and operating a safe social platform for teens, and where future evolutions in content moderation may lead.

Talk about what it’s like to operate a community of young people from around the globe sharing 7 million comments every day on your platform.

It’s like running a city. You need to have rules and boundaries, and importantly you need to educate users about them, and you have to undertake prevention to keep things from getting out of hand in the first place. You’ll deal with all the bad things that exist elsewhere in society – drug dealing, fraud, prostitution, bullying and harassment, thoughts or attempts at suicide – and you will need a framework of policies and law enforcement to keep your city safe. It’s critical that these services are delivered in real-time.

Marc-Antoine Durand, COO of Yubo

The future safety of the digital world rests upon how willing we are to use behavioral insights to stop the bad from spoiling the good. If a Yubo moderator sees something happening that violates community guidelines or could put someone at risk, they send a warning message to the user. The message might say that their Live feed will be shut down in one minute, or it might warn the user they will be suspended from the app if they don’t change their behavior. We’re the only social video app to do this, and we do it because the best way for young people to learn is in the moment, through real-life experience.

Yubo’s role is to always find a balance between ensuring self-expression and freedom of speech while preventing harm. Teenagers are very keen to talk about themselves, are interested in others and want to share the issues that are on their minds such as relationships and sexuality. This is a normal part of growing up and development at this point in teenagers’ lives. But this needs to be done within a context that is healthy and free from pressure and coercion, for example, sharing intimate images. Finding a limit or balance between freedom and protection in each case is important to make sure the app is appealing to young people and offers them the space for expression but keeps them as safe as possible.

When Yubo first launched in 2016, content moderation was still quite a nascent industry. What were your solutions options at the time and how was your initial learning curve as a platform operator?

There weren’t many options available then. You could hire a local team of moderators to check comments and label them, but that’s expensive and hard to scale. There was no way our little team of four could manage all that and be proficient in Danish, English, French, Norwegian, Spanish and Swedish all at the same time. So multi-language support was a must to have.

We created our own algorithms to detect images that broke Yubo’s community guidelines and acceptable use policies, but content moderation is a very special technical competency and it’s a never-ending job and there were only four of us and we simply couldn’t do all that was required to do this well…  As a result, early on, we were targeted by the press as a ‘bad app.’ To win the trust back and establish the app as safe and appropriate for young people we had to start over. Our strategy was to show that we were working hard and fast to improve and we set out to establish that a small company with the right safety strategy and tools can be just as good, or better, at content moderation as any large company.

I applaud Yubo for extensively reworking its safety features to make its platform safer for teens. Altering its age restrictions, improving its real identity policy, setting clear policies around inappropriate content and cyberbullying, and giving users the ability to turn location data off demonstrates that Yubo is taking user safety seriously.

Julie Inman Grant, Australian e-safety Commissioner

What are some of the key content moderation issues on your platform and how do you engage users as part of the solution?

One of the issues every service has is user fake profiles. These are particularly a problem in issues like grooming, or bullying. To address this, we have created a partnership with a company called Yoti that allows users to certify their identity. So, when you’re talking to somebody, you can see that they have a badge signifying that their identity has been certified, indicating they are ‘who they say they are.’ It’s a voluntary process for users to participate in this, but if we think a particular profile may be suspicious or unsafe, we can force the user to certify their identity, or they will be removed from the platform.

Real time intervention by Yubo moderatorsThe other issues we deal with are often related to the user’s live stream title, which is customizable, and the comments in real-time chats. Very soon after launching, we saw that users were creating sexualized and ‘attention-seeking’ live stream titles not just for fun, but as a strategy to attract more views, for example, with a title such as: “I’m going to flash at 50 views.” People are very good at finding ways to bypass the system by creating variations of words. We realized immediately that we needed a technology to detect and respond to that subversion.

As to engaging users as part of our content moderation, it’s very important to give users who wish to participate in some way an opportunity to help and something they can do to help with the app. Users want and value this. When our users report bad or concerning behavior in the app, they give us a very precise reason and good context. They do this because they are very passionate about the service and want to keep it safe. Our job is to gather this feedback and data so that we may learn from it, but also to take action on what users tell us, and to reward those who help us. That’s how this big city functions.

Yubo was referenced as part of the United Kingdom’s Online Harms white paper and consultation — What’s your take on pending duty of care legislation in the UK and elsewhere, and are you concerned that a more restrictive regulatory environment may stifle technical innovation?

I think regulation is good as long as it’s thoughtful and agile to adjust to a constantly changing technical environment and not simply a way to blame apps and social platforms for all the bad things happening in society because that does not achieve anything. Perhaps most concerning is setting standards that only the Big Tech companies with thousands of moderators and technical infra-structure staff can realistically achieve, and this prohibits and restricts smaller start-ups being innovative and able to participate in the ecosystem. Certainly, people spend a lot of time on these platforms and they should not be unregulated, but the government can’t just set rules, they need to help companies get better at providing safer products and services.

It’s an ecosystem and everyone needs to work together to improve it and keep it as safe as possible, and this includes the wider public and users themselves. So much more is needed in the White Paper about media literacy and managing off-line problems escalating and being amplified online. Bullying and discrimination, for example, exist in society and strategies are needed in schools, families, and communities to tackle these issues – just focusing online will not deter or prevent these issues.

In France, by comparison to the UK, we’re very far away from this ideal ecosystem. We’ve started to work on moderation, but really the French government just does whatever Facebook says. No matter where you are, the more regulations you have, the more difficult it will be to start and grow a company, so barriers to innovation and market entry will be higher. That’s just where things are today.

It’s in our DNA to take safety features as far as we can to protect our users.

— Marc-Antoine Durand, COO of Yubo

How do you see Yubo’s approach to content moderation evolving in the future?

We want to build a reputation system for users, the idea being to do what I call pre-moderation, or detecting unsafe users by their history. For that, we need to gather as much data as we can from our user’s live streams, titles, and comments. The plan is to create a method where users are rewarded for good behavior. That’s the future of the app, to reward the good stuff and, for the very small minority who are doing bad stuff, like inappropriate comments or pictures or titles, we’ll engage them and let them know it’s not ok and that they need to change their behavior if they want to stay. So, user reputation as a baseline for moderation. That’s where we are going.

 


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Three Ways Social Networks Can Embrace Safety by Design Today

Earlier this month, the Australia eSafety Office released their Safety by Design (SbD) Principles. As explained on their website, SbD is an “initiative which places the safety and rights of users at the centre of the design, development and deployment of online products and services.” It outlines three simple but comprehensive principles (service provider responsibilities, user empowerment & autonomy, and transparency & accountability) that social networks can follow to embed user safety into their platform from the design phase and onwards.

With this ground-breaking initiative, Australia has proven itself to be at the forefront of championing innovative approaches to online safety.

I first connected with the eSafety Office back in November 2018, and later had the opportunity to consult on Safety by Design. I was honored to be part of the consultation process and to bring some of my foundational beliefs around content moderation to the table. At Two Hat, we’ve long advocated for an SbD approach to building social networks.

Many of the points and the Safety by Design Principles and the UK’s recent Online Harms white paper support the Trust & Safety practices we’ve been recommending to clients for years, such as leveraging filters and cutting-edge technology to triage user reports. And we’ve heartily embraced new ideas, like transparency reports, which Australia and the UK both strongly recommend in their respective papers.

As I read the SbD overview, I had a few ideas for clear, actionable measures that social networks across the globe can implement today to embrace Safety by Design. The first two fall under SbD Principle 1, and the third under SbD Principle 3.

Under SbD Principle 1: Service provider responsibilities

“Put processes in place to detect, surface, flag and remove illegal and harmful conduct, contact and content with the aim of preventing harms before they occur.”

Content filters are no longer a “nice to have” for social networks – today, they’re table stakes. When I first started in the industry, many people assumed that only children’s sites required filters. And until recently, only the most innovative and forward-thinking companies were willing to leverage filters in products designed for older audiences.

That’s all changed – and the good news is that you don’t have to compromise freedom of expression for user safety. Today’s chat filters (like Two Hat’s Community Sift) go beyond allow/disallow lists, and instead allow for intelligent, nuanced filtering of online harms that take into account various factors, including user reputation and context. And they can do it well in multiple languages, too. As a Portuguese and English speaker, this is particularly dear to my heart.

All social networks can and should implement chat, username, image, and video filters today. How they use them, and the extent to which they block, flag, or escalate harms will vary based on community guidelines and audience.

Also under SbD Principle 1: Service provider responsibilities

Put in place infrastructure that supports internal and external triaging, clear escalation paths and reporting on all user safety concerns, alongside readily accessible mechanisms for users to flag and report concerns and violations at the point that they occur.”

As the first layer of protection and user safety, baseline filters are critical. But users should always be encouraged to report content that slips through the cracks. (Note that when social networks automatically filter the most abusive content, they’ll have fewer reports.)

But what do you do with all of that reported content? Some platforms receive thousands of reports a day. Putting everything from false reports (users testing the system, reporting their friends, etc) to serious, time-sensitive content like suicide threats and child abuse into the same bucket is inefficient and ineffective.

That’s why we recommend implementing a mechanism to classify and triage reports so moderators purposefully review the high-risk ones first, while automatically closing false reports. We’ve developed technology called Predictive Moderation that does just this. With Predictive Moderation, we can train AI to take the same actions moderators take consistently and reduce manual review by up to 70%.

I shared some reporting best practices used by my fellow Fair Play Alliance members during the FPA Summit at GDC earlier this year. You can watch the talk here (starting at 37:30).

There’s a final but no less important benefit to filtering the most abusive content and using AI like Predictive Moderation to triage time-sensitive content. As we’ve learned from seemingly countless news stories recently, content moderation is a deeply challenging discipline, and moderators are too often subject to trauma and even PTSD. All of the practices that the Australian eSafety Office outlines, when done properly, can help protect moderator wellbeing.

Under SbD Principle 3: Transparency and accountability

Publish an annual assessment of reported abuses on the service, accompanied by the open publication of meaningful analysis of metrics such as abuse data and reports, the effectiveness of moderation efforts and the extent to which community standards and terms of service are being satisfied through enforcement metrics.”

While transparency reports aren’t mandatory yet, I expect they will be in the future. Both the Australian SbD Principles and the UK Online Harms white paper outline the kinds of data these potential reports might contain.

My recommendation is that social networks start building internal practices today to support these inevitable reports. A few ideas include:

  • Track the number of user reports filed and their outcome (ie, how many were closed, how many were actioned on, how many resulted in human intervention, etc)
  • Log high-risk escalations and their outcome
  • Leverage technology to generate a percentage breakdown of abusive content posted and filtered

Thank you again to the eSafety Office and Commissioner Julie Inman-Grant for spearheading this pioneering initiative. We look forward to the next iteration of the Safety by Design framework – and can’t wait to join other online professionals at the #eSafety19 conference in September to discuss how we can all work together to make the internet a safe and inclusive space where everyone is free to share without fear of abuse or harassment.

To read more about Two Hat’s vision for a safer internet, download our new white paper By Design: 6 Tenets for a Safer Internet.

And if you, like so many of us, are concerned about community health and user safety, I’m currently offering no-cost, no-obligation Community Audits. I will examine your community (or the community from someone you know!), locate areas of potential risk, and provide you with a personalized community analysis, including recommended best practices and tips to maximize positive social interactions and user engagement.