Navigating the Complexities of Content Policies: Bridging the Gap Between Policy & Enforcement

As a Trust & Safety professional with years of experience in the field, I recently had the opportunity to lead a discussion with the TrustLab team on content policy development and enforcement. 

Rather than a traditional presentation, we employed a Socratic method approach, engaging in a thoughtful dialogue about the ethics of content moderation. This interactive format proved to be an effective way to explore complex issues and may serve as a helpful model for other policy writers working with engineering teams to promote user safety.

The discussion quickly became deep dive into the challenges and strategies of creating effective content policies in today's rapidly evolving digital landscape. We decided to summarize key learnings from the session into a blog post so others can benefit from the insights gained through this collaborative approach.

Here are a few things we'll cover:

• The importance of simplicity in scaling policy enforcement 
• What goes into policy research and development 
• How to promote cross-functional collaboration when developing policies 
• The valuable insights gained from quality assurance programs 
• And more!

Whether you're a seasoned Trust & Safety professional or new to the field, these insights will provide valuable perspectives on the complexities of content moderation and the strategies that can help us create safer, more inclusive online spaces.

Let's dive into the key takeaways from our session.

Simplifying to Scale: Avoiding Policy Proliferation Paralysis 

One of the most significant points that emerged from our discussion was the importance of simplicity in policy creation. It's tempting to create numerous sub-labels and categories in an attempt to cover every possible scenario. However, this approach can actually hinder effective moderation.

💡 Key insight: Prioritize simplicity in policy creation. Start with a clear, straightforward approach. Ensure that each policy adds coverage for distinct harm areas and adds value in terms of identifying and mitigating abuse trends on your platform. 

We found that over-complicating policies can lead to:

• Slower turnaround times for content moderation
• Confusion among reviewers
• Decreased quality in policy enforcement
• Big data with less meaningful insights

The goal should be to create clear, actionable guidelines that cover the most critical areas of concern without getting lost in the weeds of countless sub-categories.

Policy Writing Approaches: In-house vs. Consulting

An interesting question raised early in our discussion was about the difference between writing policies for your own platform versus helping other platforms articulate their community guidelines. It’s an important distinction, especially for those in consulting roles.

When writing policies for your own platform, you have more control over the ethical standards and boundaries you want to set to promote the safety of your community. 

However, when assisting other platforms, it's essential to balance industry best practices with the specific needs and values of the client. This often involves a more collaborative process, where you provide recommendations based on your expertise while ensuring alignment with the client's vision for their platform.

The Research Phase of Policy Development

A key question that arose was about the specifics of the Research and Development (R&D) phase in policy creation. 

This phase typically involves:

1. Analyzing existing policies from various platforms (big tech, online marketplaces, innovative startups)
2. Researching current events and trends related to the policy or abuse area
3. Reviewing academic literature, legal journals, and reports from civil society organizations
4. Consulting with subject matter experts
5. Examining relevant laws and regulations

The goal is to gather a comprehensive understanding of the issue from multiple perspectives to inform your drafting of the policy.

Cross-Functional Collaboration: The Key to Effective Policies

Another crucial aspect of policy development that we discussed is the need for cross-functional collaboration. Policy creation isn't just the responsibility of the Trust & Safety team – it requires input and buy-in from various departments across the organization.

💡 Strategy tip: Consider creating a Policy Launch Standard Operating Procedure. This document should outline the steps involved in developing and launching a new policy, helping to align all stakeholders and set clear expectations.

Remember, a policy that doesn't have broad support across your organization is likely to face implementation challenges down the line.

The Challenge and Importance of Context

On Cultural Nuances 

One of the most thought-provoking questions that came up during our session was about applying policies across different cultural contexts. This is a challenge that becomes increasingly important as platforms expand globally.

This localization process is integral to ensuring that policies are respectful and effective across diverse user bases. It's not just about translation – it's about understanding and adapting to different cultural norms and expectations.

For example, adult and sexual content policies often differ across regions out of respect for religious traditions and cultural norms around appropriate dress in public spaces. 

This highlights how content that's considered acceptable in one culture may be construed as disrespectful or offensive in another. 

On Ethical Nuances

Our discussion also highlighted that content moderation is not always as simple as a yes/no binary where content is either policy violating or not. While it is the responsibility platforms to define their community guidelines, these decisions are influenced by public opinion around issues which often lack consensus, for example:  

• Humanitarian fundraising: The use of graphic images in fundraising campaigns raises ethical questions about the dignity of subjects versus the effectiveness of the campaign. For example, humanitarian organizations have been criticized for not obtaining consent before using photos in humanitarian campaigns (CHS Alliance, Oxfam). 
• Police brutality: This example also illustrates the tension between raising awareness of human rights violations and concerns around consent, privacy and the virality of graphic violence (BBC).

These case studies underscore the potential for unintended consequences when crafting content policies and the importance of considering multiple perspectives.

Tackling Misinformation: A Grounded Approach

Misinformation was identified as one of the more challenging areas in content moderation. It's a topic where personal opinions can easily influence judgment, making it key to have clear, objective guidelines.

Strategies for handling misinformation:

1. Identify key issues of most concern – typically these include narratives which undermine public safety or democratic processes like vaccine or voting misinformation 
2. Conduct thorough research on these issues and ground policies in data wherever possible
3. Include specific examples based on trends
4. Leverage Quality Assurance (QA) processes to identify and address gray areas

Let’s take a closer look at how QA can be leveraged. 

Leveraging QA for Policy Improvement

A key insight from our discussion was the impossibility of anticipating every gray area during the  policy creation phase. 

This is where Quality Assurance (QA) becomes invaluable. QA programs can help identify edge cases and ambiguities that arise during real-world application of policies. 

By continuously feeding these insights back into the policy development and maintenance process, we can iterate, improve and refine our guidelines.

Remember, the goal isn't to create a catch-all misinformation policy – that would be practically impossible to enforce consistently. Instead, focus on the most pressing issues impacting user safety and use QA to refine your approach.

This process allows you to continuously adapt your stance on complex issues and provide clearer guidance to your moderation team.

Continuous Learning and Iteration

Perhaps the most important takeaway from our Q&A session was the need for continuous learning and iteration when maintaining content policies for digital platforms. 

Be prepared to refine content policies based on:

• Real-world application
• User feedback
• Emerging trends
• QA data and root cause analysis

This iterative approach helps Trust and Safety professionals stay ahead of new challenges and ensure that policies remain relevant and effective.

Looking Ahead

As we continue to navigate the complex world of content moderation, it's clear that adaptability, collaboration, and a commitment to ongoing learning are essential

By staying open to different perspectives, embracing cross-functional collaboration, and maintaining a focus on simplicity and clarity, we can create safer, more inclusive online spaces for all users.

I hope these insights from our Q&A session prove useful in your own policy development journey.