By Deepa Seetharaman
Facebook Inc. has spent more than a decade building an efficient
machine to analyze and monetize the content on its platform. Now,
after years of neglect, the social-media giant is throwing more
resources at defending its platform from bad actors.
The annual budget for some of Facebook's content-review teams
has ballooned by hundreds of millions of dollars for 2018,
according to people familiar with the figures. Much of the
additional outlay goes to hiring thousands of new content
moderators, they said. Facebook says it is hiring 10,000 people --
including staffers and contractors -- by the end of the year to
work on safety and security issues including content review,
roughly doubling the total in place this past fall.
Facebook also plucked two executives from its respected growth
team to oversee its expansion of content-review operations and to
build technical tools that help measure the prevalence of hate
speech and track how well its moderators uphold its content rules,
the company says. The company outlined some of those measures in a
blog post Tuesday.
The moves reflect Facebook's increased focus on stamping out
graphic violence, hate speech, fake accounts and other types of
objectionable posts that have marred the social-media giant's image
and drawn the ire of regulators world-wide in the past 18
months.
Facebook also is contending with a backlash over how it handles
user data. The company is examining tens of thousands of apps that
previously had access to its user data to determine if there were
instances of misuse. On Monday, it said it had suspended 200 apps
so far for suspicion of misusing data.
Intensifying scrutiny of content on Facebook has compelled top
executives including Chief Executive Mark Zuckerberg to re-evaluate
the resources it has given to content review, which in the past
have been a small fraction of those allocated to promoting new
tools and products.
For 2016, Facebook allocated roughly $150 million to its
community operations division, which oversees content moderators,
according to people familiar with the figures. That year, in a
single product initiative, Mr. Zuckerberg approved a budget of more
than $100 million to pay publishers to put more live videos on
Facebook, The Wall Street Journal previously reported.
After the 2016 U.S. presidential race, Facebook was criticized
for failing to detect the manipulation of its platform. The
live-video product also drew increasing scrutiny because people
were using it to broadcast crimes and acts of violence. For 2017,
Facebook increased the community operations team's budget by almost
50% to $220 million, one person familiar with the figures said.
Facebook last year reported net income of $15.93 billion on
$40.65 billion in revenue.
Community operations and the community-integrity team -- which
builds automated tools that let users flag problematic content and
help content reviewers sift through user reports -- last year
requested a combined 2018 budget of $770 million, the person
familiar with the figures said.
Mr. Zuckerberg said they weren't asking for enough and pushed
the teams to accelerate their growth plans, another person familiar
with the situation said. He ultimately gave them more money than
requested, the person said. The final amount couldn't be
learned.
Facebook executives say they are making up for lost time.
"As we built Facebook in the early years, this was something
that frankly didn't get enough attention," said Guy Rosen, vice
president of product management. Mr. Rosen, a longtime executive on
Facebook's growth team, took on oversight of the
community-integrity team, previously called protect and care, after
the 2016 election.
In the past few years, "everyone has come to realize that we
really need to over-invest in this," Mr. Rosen told reporters last
week. "This is the top priority for the company."
Facebook remains outgunned in many ways. Its services are
offered in more than 100 languages, but its content review teams
speak a little more than 50. That means problematic posts continue
to thrive, especially in developing markets in Southeast Asia,
where Facebook has limited language expertise.
Rapid change also has caused high turnover among Facebook
content moderators in some cities, people familiar with the matter
say.
A Facebook spokeswoman said it regularly surveys workers and has
found that a number of factors affect retention rates in those
operations.
For years, many Facebook employees didn't consider working on
content issues as prestigious as being part of the growth, news
feed and advertising teams, current and former employees say.
Executives, particularly on the business and finance side, viewed
content review as a "pure cost center," one person said.
Mr. Rosen's new role was a sign that Facebook was starting to
take content review seriously. Mr. Zuckerberg often turns to
members of Facebook's growth team to help crack tough problems that
he sees as a priority, according to current and former
employees.
Over the course of 2017, the community operations and community
integrity teams started working more closely, with Mr. Rosen's team
leading the charge.
Some of Facebook's additional spending is expected to go to
hiring engineers and developing artificial-intelligence software
that can automatically detect problematic content -- an emerging
technology that Mr. Zuckerberg repeatedly touted in his appearance
before Congress last month. Facebook says it has successfully used
A.I. software to uproot terror-related posts.
For many other kinds of content, including hate speech and
determining whether an ad requires a political disclosure, Facebook
still needs humans to do the work.
Many of those workers will be based out of Facebook's current
offices in Dublin, Ireland; Austin, Texas; and Menlo Park, Calif.
But Facebook also is hiring in other U.S. cities in Florida and
Texas, as well as overseas in places like Casablanca, Morocco,
through staffing agencies and contractors, people familiar with the
matter said.
The outside agencies that manage the workers measure several
aspects of performance, including how quickly reviewers get to
newly filed complaints and how closely they follow Facebook's
content rules. Those who fall short are warned, irritating some
content reviewers who say Facebook's performance expectations are
constantly shifting.
Write to Deepa Seetharaman at Deepa.Seetharaman@wsj.com
(END) Dow Jones Newswires
May 15, 2018 10:22 ET (14:22 GMT)
Copyright (c) 2018 Dow Jones & Company, Inc.
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