Technology
Publishing our Internal Enforcement Guidelines and Expanding our Appeals Process
By Monika Bickert
One of the questions we’re asked most often is how we decide what’s allowed on Facebook. These decisions are among the most important we make because they’re central to ensuring that Facebook is both a safe place and a place to freely discuss different points of view.
For years, we’ve had Community Standards that explain what stays up and what comes down. Today we’re going one step further and publishing the internal guidelines we use to enforce those standards. And for the first time we’re giving you the right to appeal our decisions on individual posts so you can ask for a second opinion when you think we’ve made a mistake.
We decided to publish these internal guidelines for two reasons. First, the guidelines will help people understand where we draw the line on nuanced issues. Second, providing these details makes it easier for everyone, including experts in different fields, to give us feedback so that we can improve the guidelines – and the decisions we make – over time.
The Policy Development Process
The content policy team at Facebook is responsible for developing our Community Standards. We have people in 11 offices around the world, including subject matter experts on issues such as hate speech, child safety and terrorism. Many of us have worked on the issues of expression and safety long before coming to Facebook. I worked on everything from child safety to counter terrorism during my years as a criminal prosecutor, and other team members include a former rape crisis counsellor, an academic who has spent her career studying hate organizations, a human rights lawyer, and a teacher. Every week, our team seeks input from experts and organizations outside Facebook so we can better understand different perspectives on safety and expression, as well as the impact of our policies on different communities globally.
Based on this feedback, as well as changes in social norms and language, our standards evolve over time. What has not changed – and will not change – are the underlying principles of safety, voice and equity on which these standards are based. To start conversations and make connections people need to know they are safe. Facebook should also be a place where people can express their opinions freely, even if some people might find those opinions objectionable. This can be challenging given the global nature of our service, which is why equity is such an important principle: we aim to apply these standards consistently and fairly to all communities and cultures. We outline these principles explicitly in the preamble to the standards, and we bring them to life by sharing the rationale behind each individual policy.
Enforcement
Our policies are only as good as the strength and accuracy of our enforcement – and our enforcement isn’t perfect.
One challenge is identifying potential violations of our standards so that we can review them. Technology can help here. We use a combination of artificial intelligence and reports from people to identify posts, pictures or other content that likely violates our Community Standards. These reports are reviewed by our Community Operations team, who work 24/7 in over 40 languages. Right now, we have 7,500 content reviewers, more than 40% the number at this time last year.
Another challenge is accurately applying our policies to the content that has been flagged to us. In some cases, we make mistakes because our policies are not sufficiently clear to our content reviewers; when that’s the case, we work to fill those gaps. More often than not, however, we make mistakes because our processes involve people, and people are fallible.
Appeals
We know we need to do more. That’s why, over the coming year, we are going to build out the ability for people to appeal our decisions. As a first step, we are launching appeals for posts that were removed for nudity/sexual activity, hate speech or graphic violence.
Here’s how it works:
If your photo, video or post has been removed because it violates our Community Standards, you will be notified, and given the option to request additional review.
This will lead to a review by our team (always by a person), typically within 24 hours.
If we’ve made a mistake, we will notify you, and your post, photo or video will be restored.
This post shows an example that could have been incorrectly removed and can now be appealed.
We are working to extend this process further, by supporting more violation types, giving people the opportunity to provide more context that could help us make the right decision, and making appeals available not just for content that was taken down, but also for content that was reported and left up. We believe giving people a voice in the process is another essential component of building a fair system.
Participation and Feedback
Our efforts to improve and refine our Community Standards depend on participation and input from people around the world. In May, we will launch Facebook Forums: Community Standards, a series of public events in Germany, France, the UK, India, Singapore, the US and other countries where we’ll get people’s feedback directly. We will share more details about these initiatives as we finalize them.
As our CEO Mark Zuckerberg said at the start of the year that “we won’t prevent all mistakes or abuse, but we currently make too many errors enforcing our policies and preventing misuse of our tools.” Publication of today’s internal enforcement guidelines – as well as the expansion of our appeals process – will create a clear path for us to improve over time. These are hard issues and we’re excited to do better going forward.
Monika Bickert is the VP of Global Product Management at Facebook
By Adedapo Adesanya
The Nigerian Communications Commission (NCC) has raised alarm over the increasing damage to telecommunications infrastructure nationwide, revealing that Nigeria currently records an average of 1,100 fibre cut incidents weekly.
The Executive Vice-Chairman of the NCC, Dr Aminu Maida, said during a Critical National Information Infrastructure (CNII) and Sustainability Conference in Lagos on Thursday that the commission also recorded 545 cases of access denial and 99 cases of theft on a weekly basis.
The event was organised by the Nigeria Information Technology Reporters Association (NITRA) in collaboration with the Association of Licensed Telecom Operators of Nigeria (ALTON) themed Critical National ICT Infrastructure and Industry Sustainability, Way Forward.
Mr Maida, who was represented by Mr Edoyemi Ogoh, Director, Technical Standards and Network Integrity Department, NCC, said that these incidents threatened service delivery, operational stability, and national security.
“These are not just numbers. They reflect a national emergency. Every fibre cut, every theft, and every case of sabotage contributes to dropped calls, failed transactions, interrupted emergency services and economic losses.
He added that the damages had become a major barrier to sustaining the country’s digital economy, which relied heavily on resilient telecom infrastructure.
“We are ensuring Nigerians understand that damage to telecom infrastructure affects not just big companies, but ordinary people who depend on mobile services, ATMs, hospitals and security alerts,” Mr Maida said.
He added that collaboration with the Office of the National Security Adviser (ONSA) was key to aligning telecom infrastructure protection with the nation’s broader security architecture.
The NCC boss further identified access denial to base station sites as a growing challenge, noting that in many cases, operators were prevented from conducting essential maintenance and operations, thereby prolonging network outages.
He noted that the situation was further compounded by Right-of-Way (RoW) bottlenecks, complex and delayed permit processes, and the rising cost of operations due to heavy reliance on diesel-powered generators, stating, “The security situation in parts of the country also poses a real barrier to safe and timely maintenance of telecom sites.”
By Aduragbemi Omiyale
A significant milestone has been reached by the leading global platform for verifying contacts and blocking unwanted communications, Truecaller, as its monthly active users in the Middle East and Africa (MEA) region have surpassed 100 million.
A statement from the organisation disclosed that the figures were 19 per cent more than its active monthly users in August 2024.
It was also stated that numbers are from its users who downloaded the Trucaller app on their Android and iOS devices.
Some of the largest markets in the MEA region for Truecaller are Egypt, Nigeria, South Africa, Kenya, Algeria, Ghana, and Jordan.
Typically, Truecaller is used on 20-45 per cent of connected smartphones in these markets, reflecting its massive adoption for blocking unwanted communications.
Commenting on the this development, the chief executive of Trucaller, Mr Rishit Jhunjhunwala, said, “With the Middle East and Africa experiencing significant growth in smartphone adoption and mobile data adoption, we’re really happy that we’re able to solve communication problems for individuals and businesses in that region.
“MEA, like India and many other markets, are mobile first markets with your mobile number being the primary identifier and Truecaller has always grown organically in such markets.
“We’re continuing to strengthen our organization and our partnerships in the region, because we believe that the MEA is poised for significant growth for many years ahead.”
Trucaller, which has its headquarters in Sweden, was listed on the Nasdaq Stockholm in 2021, and has over 450 million active users, with more than a billion downloads since launch and close to 56 billion unwanted calls identified and blocked in 2024 alone.
By Adedapo Adesanya
The Association of Licensed Telecommunications Operators of Nigeria (ALTON), which acts as the umbrella body for all mobile network operators, tower companies, and telecommunications infrastructure providers in Nigeria, has raised concerns over the ongoing disruptions to the supply of diesel to telecoms cell sites across the country.
In a statement released on Thursday by ALTON and signed by its Chairman, Mr Gbenga Adebayo, the telcos called for uninterrupted access to be granted to the diesel supply locations, and urged all parties involved to embrace constructive dialogue to resolve any matter, without further disruption to essential services.
According to the operators, such disruptions could cause base stations to shut down, thereby leading to poor telecoms service delivery and possible collapse of the entire telecoms sector.
“Telcos are deeply concerned about ongoing disruptions to the supply logistics of diesel to cell sites across the country,” the statement said.
ALTON said members of the Nigerian Union of Petroleum and Natural Gas Workers (NUPENG) and the Natural Oil and Gas Suppliers Association of Nigeria (NOGASA), on Tuesday, blocked access to diesel loading depots in Kaduna, Lagos, and Koko (Delta State), preventing the distribution of diesel to thousands of telecommunications sites operated by one of its key members, IHS Towers.
“This action, reportedly stemming from allegations by IHS of diesel misappropriation against two member companies of NOGASA and which is being investigated by the requisite authorities, has resulted in a critical threat to the operation of some of the 16,000 telecommunications sites nationwide, servicing Mobile Network Operators (MNOs).
“These sites not only power mobile and internet services for millions of Nigerians, but also support essential services such as banking transactions, hospital communications, emergency response systems, and national security operations.”
“While ALTON does not necessarily interfere in disputes between its members and third parties, we are gravely concerned about the wider implications of this action on national infrastructure and public safety.
“We recognise and deeply respect the vital role NOGASA and NUPENG have played in sustaining Nigeria’s energy supply chain and supporting national development over the years, and we trust that they will continue to uphold these values by ensuring that their actions do not jeopardize critical national infrastructure or public welfare,” it added.
The body then requested that uninterrupted access be granted to the diesel supply locations, and urged all parties involved to embrace constructive dialogue to resolve the matter, without further disruption to essential services.
They also reminded all stakeholders that telecommunications infrastructure had been officially classified as Critical National Information Infrastructure (CNII) under Nigerian law, insisting that any deliberate disruption or blockade that affects the operation of such infrastructure constitutes a serious threat to national security and economic stability and will attract strict legal consequences.
ALTON also called on the leadership of NUPENG and NOGASA, to intervene by calling their members to order, adding that disputes must be resolved within the framework of lawful contracts and applicable legal processes, without resorting to actions that endanger the operations of an entire industry and the lives and livelihoods that depend on it.
“We also call on relevant authorities, including the Office of the National Security Adviser (ONSA), the Nigerian Communications Commission (NCC), and other critical stakeholders, to urgently intervene to forestall a looming nationwide communications blackout.
“ALTON remains fully committed to ensuring quality, reliable, and resilient telecommunications services for all Nigerians. However, disruptions of this nature undermine our members’ ability to maintain and improve service delivery and threaten the integrity of the country’s digital and communications ecosystem,” the statement further said.
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