Caroline Criado-Perez, the journalist who successfully campaigned for Jane Austen to appear on British banknotes, has been subjected to a horrendous barrage of threats and abuse on Twitter, and has called for Twitter to improve the way it deals with abuse. Her supporters kicked off a petition asking Twitter for a better system, and they’ve had some success. The whole saga as it unfolded has been Storified by @kegill.
Twitter’s now said it will step up work on a ‘report abuse’ button for individual tweets. That’s a good step, but a button without something connected to it is just a placebo, and in this situation it won’t work unless it links to an action. Xbox Live’s community is enough to prove that abuse reports without enforcement are pointless, and that placebo buttons aren’t enough to deter campaigns of abuse or unpleasant individuals. And Facebook’s trigger-happy abuse policies are enough to prove that automated responses based on volumes of reports aren’t nuanced enough to be appropriate here either.
The problem is a human one, and it may be impossible to automate. That doesn’t mean it shouldn’t be tried, nor that the work is unimportant. Watching an abuse queue might not be the best way to solve the problem, nor a sustainable or scalable one. But I would love to see Twitter innovate around this issue. Moderation tools that understand the patterns of abuse on Twitter don’t yet exist, as far as I’m aware – and if they do exist, they clearly don’t work. I wonder what would happen if the same effort went in to understanding and predicting organised campaigns of abuse as spam campaigns.
I do not believe a solution is impossible. I do doubt whether Twitter thinks it’s important enough to devote significant resources to, for now, and I suspect it will continue to use freedom of speech as a convenient baffle.
If freedom of speech on Twitter means freedom to abuse, freedom to harass and to threaten, then speech on Twitter is not free. Freedom of speech for abusers means curtailed speech for victims. What critics of moderation tend not to understand is that both options force people to be silent. What supporters tend to believe is that it is better for the community as a whole to silence abusers than to allow victims to be silenced.