Barak Berkowitz ([info]barakb25) wrote in [info]news,
@ 2007-05-31 00:47:00
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Current location:on the road
Current mood:mortified

Well we really screwed this one up…

For reasons we are still trying to figure out what was supposed to be a well planned attempt to clean up a few journals that were violating LiveJournal's policies that protect minors turned into a total mess. I can only say I’m sorry, explain what we did wrong and what we are doing to correct these problems and explain what we were trying to do but messed up so completely.
What we did wrong;
1)      Over the last couple of days we have suspended (not deleted) about 500 journals out of many millions on LJ.
2)      It is now clear that in an unfortunate number of cases these journals were suspended for easily correctable problems in their profiles that would then allow them to be reinstated and that this was not communicated to the journal or community owners at all.
3)      Further, because of miscommunication these journals were taken down before review could be completed to avoid mistakes.
How we are fixing it.
1)      Over the next few hours we will review the journals that were taken down and wherever appropriate we will restore these journals or communities before 12 noon PDT. Sorry it will take that long but we do not want to reinstate true and clear violators of community policy.
2)      In some cases Journals that were restored will be asked to clarify their profiles to avoid the appearance that they are soliciting or encouraging illegal activities.
3)      Journals that we do not restore will be journals that we are fairly sure are actually intended to encourage activities that put minors at risk but we will review them if requested by their owner to be certain that we did not make a mistake.
4)      In cases that we ask owners to clarify their profiles and they fail to do so within 7 days we will suspend their journals again.
So what were we trying to do when we messed up so badly?
As most of you know, LJ has a zero tolerance policy toward content that supports child abuse, pedophilia, or sexual violence. In implementation of this zero tolerance policy there were two issues that made it hard to apply these policies consistently;
Issue one was profiles. 
There were a number of profiles that expressed “interest” in activities that most of us would agree put children at risk, notably pedophilia and child rape. Both in the instructions for profiles and in other places on the site we make it clear that interests listed should be evaluated within the context of “I like x”, “I’m in favor of x” or “I support x”.   As many profiles are the only public part of a private journal and profiles serve partly as an advertisement for people of like interests, it is important that the content of a profile can be evaluated as if it stands alone. If your profile were to express interest in pedophilia with no other content that describes this interest as in helping survivors or protecting children from it we must read the profile as “I like or I support or I’m in favor of it.” For this reason we suspended profiles that meet this criteria.
Another issue we needed to deal with was journals that used a thin veneer of fictional or academic interest in events and storylines that include child rape, pedophilia, and similar themes in order to actually promote these activities. While there are stories, essays, and discussions that include discussion of these issues in an effort to understand and prevent them, others use a pretext to promote these activities. It’s often very hard to tell the difference. As such, we intended to  have suspend reported journals that do not clearly and substantially object to these a reasonable person would think supported these activities. while at the same time portraying them.
We recently received a complaint from outside the community about a number of journals. When we receive such complaints it is our obligation to look into them but it is our standards not theirs that we use to make decisions about the complaints. The source of this complaint was not the source of the problem we created.
We never intended this policy to cause the removal of journals that were have perfectly valid discussions about literature, law or culture. We never intended the policies to take down journals or communities clearly opposed to illegal activities but clearly we did.  We love our members of fandom and respect their role in our community.  We made a mistake and now we are going to try to fix it.
That is it. We have always been strong supporters of free speech and at the same time we believe deeply that children deserve special protections as well as the victims of violence and hate. We tried to implement a policy that walk that line and we did it poorly, we are all sorry. One could say that no matter what we did we would either be accused of opposing free speech or endangering children but I am sure we should and could have done this much better. I hope you can forgive us and we can regain your trust.
Barak Berkowitz
Chairman and CEO Six Apart 


updates:  

Talking to press:
It seems that people are very upset that I did a phone call with cNet before posting here.  Probably a mistake but I did make it clear to them that we were still looking in to this and that I would have a better answer by the end of the day.  Sorry but it really took some time to figure out how messed up this was.

Isn't this all just a panicked reaction to WFI?
Not really.  WFI or anyone else may complain but we are responsible for applying our policies to those complaints.  .  Even idiots can be right about some things.  We try not to judge the complaint by the source but rather judge them by our policies. I believe the problem here was not the complaints or the policies but our very poor execution.

Why did it take so long?
Well when you mess up some times you really mess up and it takes a while to even sort it out,  It was really bad timing, so many people were traveling and even out of touch.  When we did get it figured out I thought it would be worse to make a statement that was incorrect than to wait and try hard to get it right,  I may have been wrong, I don't know.  I would hate to be apologies every hour,  Its late.
 
Will you make mistakes again?
I’m sure we will. These policies are hard to define and harder to enforce consistently. We are trying to walk a fine line between our love of free speech and our desire to protect children and others. The vast majority of these issues are clear but there will be time we make the wrong call, we will try hard to correct our mistakes faster  and not make them on such a big scale but I’m sure we will make them.

Where is Brad?
He is on a well deserved vacation.  He has worked so hard for so long to make this site great.  He probably would have responded faster.  I will need to beg his forgiveness too for doing such a bad job of filling in his absence.
 
I’m going to try and get some rest .







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[info]sinverguenza
2007-05-31 08:08 am UTC (link)
next time, tell us this first, instead of metafilter or some other site.

you guys screwed up big time, especially in the eyes of someone like myself, who spent 150$ bucks to help me enjoy my fandom experience here on lj. you keep making me feel like i made a bad decision regarding the purchase of my perm account, and i hate it.

please, make me trust and love you guys again. its not that hard. i'm sick of feeling betrayed and confused when you guys make some dumb decision.

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[info]anildash
2007-05-31 08:13 am UTC (link)
Hey, the MetaFilter comment was me personally responding to this while Barak and the rest of the team were getting all the details of this update squared away and making sure they were right. I am sorry if me talking to that community made it seem otherwise, but please do believe me that making things right for LJ members was the first priority for all of us. I was just blowing off steam while we did that.

For what it's worth, I've also answered a couple hundred emails/IMs/phone calls/SMS messages while doing that too, and I was just trying to keep the conversation going while we got the info for this post ready.

(Reply to this) (Parent)(Thread)


[info]sinverguenza
2007-05-31 08:31 am UTC (link)
thanks for the reply. i understand your position, but i'm not sure it's possible to seperate yourself as an individual regarding that post (which was about livejournal and the current issue). the bottom line is that we were forced to visit other sites to figure out what the hell was going on with the one we belonged to. nothing against metafilter, but for me it felt like any comment regarding the situation should have first been addressed to us, the people that are directly affected.

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[info]joannakuang
2007-05-31 08:35 am UTC (link)
and why couldn't you blow your steam off at livejournaldotcom instead?

at least the LJ community as a whole would have appreciated more than reading that off of metafilter.

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[info]anildash
2007-05-31 10:14 am UTC (link)
you don't want to see the friends-only posts where I blow off steam here. :)

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[info]ankhayra
2007-05-31 10:33 am UTC (link)
I personally would have liked to see a name with "LJ staff member" or some such in this post. For me, 6A is still a distant company that I don't have a relation with. Or actually, Bradfitz should have posted it, we'ld all have thanked him for clarifying and be happy.

I didn't know about any of it, at all, before now.

(Reply to this) (Parent)(Thread)


[info]loki128
2007-05-31 11:27 am UTC (link)
RTFA; Brad isn't around right now.

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[info]rebmastu
2007-05-31 12:13 pm UTC (link)
Effin' awesome icon.

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[info]loki128
2007-05-31 12:15 pm UTC (link)
Heh, thanks.

(Reply to this) (Parent)


[info]yrena
2007-05-31 11:31 am UTC (link)
Having a bit of tact goes a long way in dealing with customers. Yep yep. Including the tact of telling them through proper channels.

(Reply to this) (Parent)


[info]michalyn
2007-05-31 12:02 pm UTC (link)
I'm sorry but I don't think you personally responding to comments in other journals is good form. It sheds a poor light on where livejournal's priorities are and how it views it's customers. There should be no reason livejournal staff should be addressing everybody except the customers who have been waiting for answers. Yes, you're an individual but like it or not, you're going to be associated with livejournal whenever you post publicly. Running off to get involved in a mud-slinging fight without addressing your customers' needs is unprofessional.

(Reply to this) (Parent)


[info]esprix
2007-05-31 01:34 pm UTC (link)
Sadly, I'm feeling much the same way today. As a sexual minority, it's things like this that make me feel, "I'm next." It's not a good feeling.

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[info]rkrkxx
2007-05-31 01:53 pm UTC (link)
now then, i've been in china where internet access is very regulated, and therefore i couldn't be on lj during this whole fiasco, but hearing about it now and the chaos that is my f-list makes me very disappointed in myself having spent the money on a freakin permanent account.

a little warning, at the very least, would be nice. i got none on fanfiction.net which is why i'm not a member there anymore. being shut down without an opportunity to back things up is a bitch. when fanfiction.net shut me down, i had just had my computer die, and therefore lost EVERYTHING. i can imagine a lot of people did here as well, and i hope that you kept their content on a server elsewhere.

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