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February 2021
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Content Moderation Case Study: Twitch Allows Users To Enable Emote-Only Chats (2016)

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Summary: Dealing with content moderation during real-time chats always presents an interesting challenge. Whether it's being able to police language in real time, or dealing with trolling and harassment, chat has always been one of the most difficult content moderation challenges going back to its earliest days.In 2016, Twitch decided to enable a new feature for its users: an emote-only mode for the chat. Emotes, on Twitch, are basically a custom set of what are more traditionally called emoji on most other websites/platforms. With Twitch, though, they are almost entirely custom, and users at certain levels are able to add their own.

Emote-only is one of a bunch of different modes and features that Twitch streamers can use to try to tame their chat. Twitch itself suggests using this as a way to stop harassment in the chats.Turning on and off the feature is a choice for the streamer themselves, rather than Twitch. It's just one of a few tools that Twitch users can enable to deal with potentially harassing behavior in the chat alongside their streams.Decisions for Twitch:
  • What tools should you provide to users to deal with abusive or harassing chat participants?
  • Do features like this give more power to Twitch users, or are they offloading moderation demands from the company itself?
  • Should there be any exceptions to emote-only mode?
  • Are there times where a custom emote would be considered a policy violation because it takes on a harassing meaning in a certain context? 
  • What sort of emote review processes should be put in place?
Questions and policy implications to consider:
  • Rather than offering entirely binary options (allow/disallow) are there more creative alternatives for dealing with harassing behavior?
  • Are there ways in which even emote-only mode might be abused for harassment?
Resolution: Emote-only mode was launched quietly with little fanfare from Twitch in 2016. While it may not be widely used, many streamers do find it useful. It is not just used for stopping harassment, but sometimes to stop people in a chat from revealing spoilers or other information that may impact what they're streaming (such as information about the video game they are playing).Originally posted to the Trust & Safety Foundation website.

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posted at: 12:00am on 06-Feb-2021
path: /Policy | permalink | edit (requires password)

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Texas Dept. Of Public Safety Issues Amber Alert For Victim Of Horror Doll Chucky

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There's a rule in IT: don't test on live systems in production. There's debate over this, of course, but the general idea is that testing on live systems is a great way to screw up something with the live system, rather than some test environment. The more important the system is, the more true that mantra becomes.Which brings us to the Texas Amber Alert system. See, Texans subscribed to get Amber Alerts via email got one last week that seemed a little... off.

First... terrifying. As someone who absolutely hates horror movies because I'm a big scared wimp, getting this alert is pure nightmare fuel. But it's also sort of funny, except that this kind of testing on the live Amber Alert system is pretty dumb. The whole thing apparently happened due to a test being run on the system and it accidentally got sent out to email subscribers. Give the folks responsible for this high marks for going into detail on the joke, though.
The alert, which was sent by email on Friday, warned of a 16-pound suspect wearing “blue denim overalls” and “wielding a huge kitchen knife.” It included an image of Chucky, the killer doll introduced in the 1988 slasher film “Child’s Play,” the first of a series of Chucky films.The Texas Department of Public Safety has since apologized, saying in a statement that the alert was sent as a “result of a test malfunction.”“We apologize for the confusion this may have caused and are diligently working to ensure this does not happen again,” the department said.
Meanwhile, with the media asking the agency for more details on how all this happened and why, they aren't talking. Don Mancini, who created the Chucky character, is however.
Look, mistakes happen. But that's why you don't run these sorts of tests on a live system as important as the Amber Alert system.

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posted at: 12:00am on 06-Feb-2021
path: /Policy | permalink | edit (requires password)

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