With more than 900 million users to look after you’d think that one person submitting a report of offensive content being posted on their wall would get lost in a deluge of internet traffic and take days or even weeks to see any action taken. Oh we’d expect the automatic cookie cutter response saying they’d received our complaint, but we wouldn’t really expect much more.
Not so. Facebook actually has hard-working teams in place around the world and around the clock just to handle abuse reports in a timely and efficient manner – so all their customers can enjoy a safe environment – all the time. How? When one team in Sydney is shutting down their computers for the day and thinking about evening tea, another Facebook team in London is just finishing morning tea and thinking about turning their computers on.
Facebook literally operates around the globe, with troubleshooting teams who speak a combined two dozen + languages.
So if you’ve ever wondered what happens when a Facebook user clicks that [Report] button, here’s a peek inside the Facebook User Operations:
Abuse reports received are sent to one of the four User Operation teams.
1. Safety Team
2. Hate and Harassment Team
3. Abusive Content Team
4. Access Team
To illustrate the differences between reports and teams, if you submit a report claiming a post you’ve read contains highly graphic or offensive language that report is immediately looked at by the Abusive Content Team – while a report on suspicion that someone has hacked into your Facebook account will go straight to the Access Team.
The particular User Operation team that reviews your particular report will then have one of three results. Either the content is deemed appropriate and within Facebook Policy guidelines and is left alone, or it is deemed inappropriate, in violation of Facebook Policy and subsequently removed from the site, or the content or action is found to be extremely offensive or illegal and appropriate law enforcement are called in to investigate.
Along with the User Operation teams hard at work, Facebook has also provided a way for users to resolve issues amongst themselves via the Facebook Social Reporting Tool.