Mark Zuckerberg ha provocado una revolución en las comunicaciones sociales desde que en el año 2004 creara la plataforma de Facebook. Su idea de hacer un mundo más abierto y conectado le ha convertido en el fundador de una de una de las empresas más influyentes del mundo.
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00:0014 years have passed since its launch and Facebook is probably the most powerful company in the world.
00:10With 1.4 billion daily users, which exceeds the population of any country in the world except China, its history is the faithful reflection of the American dream.
00:22The goal of Facebook is to connect people around the world. It is a commitment that we take very seriously.
00:29However, as a result of the latest scandals, hidden problems have come to light on Facebook.
00:35I think we agree, Mr. Zuckerberg, that everything that has happened is serious. He has already admitted that it has been a case of abuse of trust and I want him to assure me that it will not happen again.
00:44Today we are going to infiltrate among the content moderators of Facebook to find out how they decide what we can see on their platform.
00:54If they are eating them, which is what it seems, because they are on a plate with sauce and others, we consider it food.
01:02Every day, billions of contents are uploaded and as a result of this, some may have a huge impact.
01:09A video of someone who is dying does not always have to be eliminated.
01:14How these decisions are made has always been a mystery, until now.
01:19You cannot talk to anyone about the issues related to work, okay? Nor spread any type of information, under any concept.
01:28From violence to incitement to hatred, we are going to find out how Facebook approaches the most radical content.
01:36He takes care of disgusting Muslim immigrants. I think there is no problem.
01:43Oh my God! These are self-injuries. The cuts seem even recent.
01:49The point is to do with the videos too explicit that are uploaded systematically.
01:54He is beating him. Here he even gives him a knee in the face. I would say that it cannot be defended.
01:59And with the special protection that the far right enjoys.
02:03It is clear that with that large number of followers, Facebook is making a lot of money.
02:07Does Facebook provide its benefits to security?
02:10If you start censoring everything, people lose interest in the platform and the final goal is to make money.
02:16The goal of Facebook is the mission of every technological company, to bring people from all over the world.
02:36Facebook has published this year a set of rules that refer to the content that allows to show its platform.
02:42The mission of the Department of Operations of the communities in which we work is to generate interactions and trust in Facebook worldwide.
02:51People who have worked as content moderators tell us the problems that exist when applying these rules.
02:57So we are going to infiltrate the largest Facebook moderators center in the UK, located in Dublin.
03:04The company has subcontracted a large part of this activity. Our reporter is working for the company CPL Resources.
03:12In a section of the rules, it is stipulated that you cannot talk to anyone about issues related to work, okay?
03:17You cannot disseminate any type of information under any concept.
03:22Both CPL and Facebook are hermetic in that regard.
03:26As I tell you, I don't care how drunk you are, you can't reveal any type of information about what you're doing here.
03:35I'm going to be with you to take a first look at what you're going to have to do as content moderators.
03:44Basically, we are going to rely on Facebook's policies to decide whether we publish or delete the content we have.
03:53Every week, users report on millions of content that they believe should be deleted.
04:01So these are some examples.
04:04We are going to have to remove these two photos because the nipples are not covered by anything.
04:10Both the nipples and the areolas are clearly visible, so we can't leave them.
04:22There is no regulation that limits what can appear on a social network,
04:26so the decision to publish the content or delete it depends solely on them.
04:35We started with universities in the United States and then we launched it in the national institutes.
04:40Then we started to introduce it in some American companies,
04:44and once we opened the website in September 2006, it began to grow exponentially internationally.
04:51I met Mark when I was 22, and since then and for the next three years,
04:57I was one of the people he went to for advice.
05:03Roger McNamee, a capital risk investor, was one of the first investors on Facebook and Mark Zuckerberg's advisor.
05:13He was completely convinced that it was possible to connect the whole world
05:19and that that had to be his goal.
05:22We are convinced that the more people publish,
05:25the world will be a much more open place where people can better understand what happens to the rest of the people,
05:30and that is the destination we want to reach.
05:32Facebook made me proud more than anything else I had done throughout my professional career,
05:38until I understood that it was all going to happen.
05:42In this presentation, certain images appear that are not very pleasant.
05:47One of the most delicate sections of Facebook's content regulation is explicit violence.
05:53I want you to know that if any of them causes you discomfort, you can go outside.
05:58Go for a glass of water or whatever you want, I don't care.
06:02We have three possibilities.
06:04Ignore it.
06:07Eliminate it.
06:09Remove it from Facebook.
06:11Mark it as unpleasant,
06:13which is to apply certain limits as to who can see that content and how it is shown.
06:18If the content is marked as unpleasant, a warning is added.
06:22To be able to see it, users have to click on the warning.
06:25Children under the age of 18 should not be able to access the content,
06:29but in reality it is hanged on the page and is available for viewing.
06:33A video of someone who is dying does not have to be eliminated in all cases.
06:37Sometimes it can be marked as unpleasant.
06:39Because it is not eliminated.
06:41Why?
06:42Exactly.
06:43Policies can change, but basically Facebook has to decide where to draw the line
06:48when it comes to the content that can be uploaded and not.
06:51And it has been agreed that the videos of people who die, but do not include any of these things,
06:56can be marked as unpleasant.
06:58So that people can continue to share it, to raise awareness, or for any other reason.
07:07So far we have seen violent deaths.
07:09The next policy refers to abuse of minors.
07:12These are videos that show child abuse, and are defined by the following contents.
07:18Adults or animals.
07:20Child abuse.
07:22Child abuse.
07:24Child abuse.
07:27Adults or animals that hit, kick, or slap a child on several occasions.
07:35Also enter the contents in which an adult is seen inflicting burns or cuts,
07:40or slapping a baby or a child too small to stand,
07:45grabbing him by the wrists, ankles, legs, arms, or neck.
07:52Child abuse is always marked as unpleasant.
07:56We never eliminate it or ignore it.
07:58Let's see an example.
08:00In this video, this man kicks the child several times, so it is marked as unpleasant.
08:10Do you recognize the images?
08:12Of course, it's a video.
08:15What video?
08:17It is a video sent to us by one of our former collaborators,
08:21to see if we could help him.
08:26They informed us about this Facebook page,
08:31and they asked us for help because they had seen it and were scared.
08:36They did not know who to turn to.
08:38At the beginning of the video, you can see a two or three-year-old boy,
08:43and a man who is talking to him, shouting at him.
08:48Then he starts hitting him and punching him,
08:53slapping him, stomping him, and kicking him, and obviously the video is cut off.
08:59You don't know anything at all.
09:01Except that you have a creepy feeling,
09:04because you have just seen a man beating a little boy.
09:18When you watch the video, you know perfectly well that this child does not get up at all,
09:22nor is he playing.
09:25You know he's been hurt.
09:31You know it, and you can't get it out of your head.
09:34You don't stop thinking about the images or the boy.
09:37Where is he? What is happening to him?
09:41Did you inform Facebook about the video?
09:44At first, yes.
09:46They answered us, but we didn't know what to do.
09:50At first, yes.
09:52They answered us that they did not violate any of their conditions.
09:58It was absurd.
10:00They left it hanging.
10:03They didn't remove it.
10:10I see little defined this.
10:12It is curious that ...
10:14Mark as unpleasant.
10:16Yes, because it is as if, in theory, it is still on ...
10:18On the platform.
10:19Our reporter asks another of the moderators
10:22why certain explicit contents are marked as unpleasant instead of being removed.
10:27Do you know why they keep it there?
10:29To improve the user experience.
10:31It is clear that people of all ages use it.
10:34Imagine that a few nine-year-old boys get in and see a beating they are giving someone.
10:39They do it to protect the user, the youngest.
10:43But in that case, don't you think they should remove it?
10:46No, if they do, they would be censoring in excess.
10:49Okay.
10:50If you start censoring in excess, people can lose interest in the platform.
10:54Sure.
10:55The goal is to make money.
10:58In the next two days after its publication on Facebook,
11:01the video of the boy who is being beaten was shared more than 44,000 times.
11:07From the perspective of Facebook, this is basically the crack,
11:11the drug of its product.
11:13It is a radical and truly dangerous content format
11:17that captures the attention of the people who interact the most with the platform.
11:22Facebook saw that by focusing its business on advertising,
11:27it needed users to see those ads,
11:31and the way to get it was to spend more and more time there.
11:36Facebook has realized that radical users are the most valuable,
11:41because one person from one extreme or another
11:44is going to cause the interaction of another 50 or 100.
11:47It is interested in having as much radical content as possible.
11:56We show the results of our investigation
11:58to the vice president of Facebook policies.
12:02The shocking content does not make us earn more money.
12:04That opinion shows that it is not well understood how the system works.
12:07But it is those contents that make people stay on Facebook,
12:11and with that it increases the probability that they see the ads,
12:14which is what gives money.
12:15That's why they are good for you.
12:18It is not the experience that we want to offer,
12:20nor the one that the users of our service are looking for.
12:22There is a minority that wants to abuse our systems
12:25to publish all kinds of offensive content.
12:28But I do not agree that most users are looking for that kind of experience,
12:33and it is not what we are trying to offer.
12:38I got together with a couple of administrators
12:41and we began to review that page.
12:43We were three people trying to find something on Google,
12:46see if the images were recent,
12:48if they had been moving around the Internet for a while.
12:51We had no idea who we could turn to.
12:54And if you report it to Facebook, they do nothing.
12:57So the three of us were looking everywhere
12:59to find some kind of information about the video
13:02and to be able to say that the child was protected.
13:06What do we do if we want to notify a superior?
13:09I mean, if the video was uploaded five minutes ago,
13:11we see that they hit the child,
13:13and we only mark it as unpleasant, and that's it.
13:15Yes.
13:16Yes, but it's a little weird, isn't it?
13:19We have different policies for live videos.
13:22We talk about videos that are not broadcast live,
13:25and probably 99% of those photos or videos end up being viral.
13:30And what happens if there is a text in the video that says,
13:33I just saw this a moment ago?
13:35Do we leave it hanging?
13:37We can't do anything.
13:41Our investigation has shown that the police are not informed
13:44unless the video that shows a child being mistreated
13:47is being broadcast live.
13:51Is there any investigation or follow-up procedure
13:54once you mark it as unpleasant?
13:56When you mark something as unpleasant?
13:58Yes.
13:59No.
14:00Not even when we talk about child abuse or things like that?
14:05Yes, and for something to be done,
14:07the content has to meet our severity criteria.
14:10Okay.
14:11Otherwise, for us, it's just crap that's floating around the Internet.
14:16I know it sounds weird.
14:18And Facebook doesn't do anything?
14:20Maybe it could.
14:22If you see something, you can say,
14:24if you see someone doing something terrible to the child,
14:28there are rules for live videos that are different.
14:33Okay.
14:34But when we talk about domestic abuse,
14:36what happened a long time ago,
14:38we're not going to inform the police.
14:41I guess someone will.
14:43I don't know.
14:45Do you know how the child is?
14:49We found out that the video had been recorded in Malaysia
14:52and that they had entered the child in the hospital.
14:55The one who hit him was the stepfather.
14:57He was arrested and sentenced to 12 months in prison.
15:01How long ago did you see the video for the first time?
15:04I think it was in December 2012.
15:09It's been almost six years.
15:14Is the video still up on Facebook?
15:16Yes, of course.
15:23It's called...
15:34In training, they use this video
15:36as an example of the type of child abuse
15:38that should be marked as unpleasant,
15:40but that must be left up on the platform.
15:44If this video is used as an example
15:47to show the moderators what is considered acceptable,
15:50what Facebook allows is...
15:53It's huge.
15:56Facebook justifies its decision
15:58to leave this type of content saying,
16:00with the aim of identifying the victim
16:02of child abuse and rescuing her,
16:04it's possible that we don't remove this content
16:07from Facebook immediately.
16:09Facebook has the possibility
16:11to remove images of child abuse from the platform
16:14and send them to competent authorities
16:16or keep a copy to help the security forces
16:19in case the police carry out an investigation.
16:23It's difficult to justify the reason
16:25why the images have to be left up on the platform.
16:29We know that as long as the content
16:31remains on social media,
16:33it will exacerbate the trauma
16:35that the children might feel.
16:38Not only has the child suffered
16:40a sustained physical abuse,
16:43but unfortunately the child will be re-abused
16:47by the person receiving the video.
16:50Because that content is there
16:52for anyone to go on Facebook and see.
17:01Why was that video on Facebook?
17:03Because someone shared it.
17:05And I want to be clear, that's intolerable.
17:07That shouldn't be there.
17:09That should have been removed.
17:11On the site where it's been,
17:13we can see a part of the global system we use.
17:15They do the first review.
17:17But behind them, there's a large team
17:19of minors protection specialists
17:21who are actually part of the full-day
17:23Facebook team.
17:25And they're the ones who evaluate
17:27if the child is at any risk,
17:29what to do with the content,
17:31and if it has to be sent to the security forces.
17:33The video of child abuse
17:35was still available a week after
17:37we had notified them of its existence.
17:39They told us they had already reviewed
17:41the material used in the training
17:43of the new moderators.
17:49We have recorded with a hidden camera
17:51everything that happens in one of the
17:53main training centres
17:55to find out how to decide
17:57what can be seen on the platform.
18:01If a user finds content
18:03that he thinks is inappropriate,
18:05he can inform Facebook
18:07and a moderator will decide
18:09whether or not to break the rules of the platform.
18:13In the video, if they're eating them,
18:15which is what it looks like
18:17because they have them on a plate
18:19with sauce and so on,
18:21we consider it food.
18:31Each image or video that is reported
18:33is called a tick,
18:35and they all go on to thicken
18:37depending on how the moderators work.
18:39After three and a half weeks in training,
18:41our reporter is already working
18:43on his own list.
18:49This rule always seems a bit...
18:51I need you to clarify it.
18:55The video we just saw is of a fight,
18:57and I'm pretty sure
18:59they were minors.
19:01It looks like two girls fighting.
19:03They're talking about being at school
19:05and that kind of thing.
19:07Our reporter has to moderate
19:09a video showing two girls
19:11fighting.
19:13Both are clearly identified,
19:15and the video has been shared
19:17more than a thousand times.
19:19One is definitely more likely
19:21to be stronger.
19:23You know, at this stage,
19:25they're kicking each other.
19:27All stuff like that is important.
19:29Including a knee in the face.
19:31Yeah, she's out of place,
19:33but she's helpless, I would say.
19:37Yeah, yeah.
19:41My friend called me
19:43and she's like,
19:45have you been on Facebook?
19:47There's a video of your daughter,
19:49and I think you need to see it.
19:51You see how they start
19:53fighting.
19:57It keeps getting worse
19:59and they fall to the floor.
20:01But then the other girl
20:03gets up,
20:05she kicks my daughter,
20:07and she starts shooting
20:09her knees and kicks her in the head.
20:11She loses control
20:13completely.
20:15There's no doubt.
20:17She just looks like a wild beast.
20:21To wake up the next day
20:23and discover that the whole world
20:25had seen it, it had to be horrible.
20:27It was humiliating for her.
20:31The video has been published
20:33with a headline that condemns
20:35violence.
20:37This is already subject
20:39to a new policy.
20:41I don't remember what changed
20:43in politics in relation to this.
20:45If it's condemned, it's marked
20:47as unpleasant, and if it's not condemned,
20:49it's eliminated, right?
20:51I think that's what I understood
20:53at the last meeting,
20:55that neither the recent change
20:57in politics nor the moderators
20:59with more experience are sure
21:01whether to eliminate it or leave it
21:03and mark it as unpleasant.
21:05If a sub-title for condemnation
21:07doesn't appear, it's an elimination
21:09like a house.
21:11You have to eliminate whenever
21:13any kind of physical bullying
21:15of minors appears.
21:17If sub-titles don't appear,
21:19condemn it.
21:21This is marking as unpleasant.
21:23The simple appearance of a headline
21:25that condemns violence
21:27is marked as unpleasant.
21:33We show the recording
21:35of the hidden camera
21:37to the girl's mother.
21:47It shouldn't be an option
21:49to leave it hanging, right?
21:53I don't think there should be doubts.
21:55He himself says
21:57that they're beating the girl.
21:59They shouldn't
22:01even think about it.
22:13Seeing those images
22:15is terrible.
22:17They're repulsive,
22:19and yet they doubt.
22:21How can they think
22:23that there's another option
22:25other than eliminating it?
22:27I don't get it.
22:29I don't know.
22:31We're talking about someone's daughter
22:33being beaten in a park,
22:35not in a Facebook show.
22:37It's interesting
22:39because I swear
22:41that school bullying
22:43between two minors
22:45should be eliminated.
22:47People should be aware
22:49that they're going to look for the girls
22:51and report them.
22:53Because my daughter ended up in hospital.
22:55It would be unfair
22:57if Facebook decided
22:59that it can't be left hanging on the platform.
23:01Yes, I get it.
23:03So, if there's a headline
23:05that says,
23:07great, they've won it.
23:09Eliminate, eliminate.
23:11In that case, they're encouraging it.
23:13No matter what the headline says,
23:15they should have eliminated the video.
23:17They shouldn't have to
23:19upload a video
23:21showing someone's daughter
23:23being beaten.
23:27I don't see what's happening
23:29to that girl.
23:31They don't see the real situation.
23:33They only see the rules.
23:35Would they leave it hanging
23:37if it was their daughter
23:39in the video?
23:43If a parent or a tutor
23:45publishes a video showing their children
23:47in unapproved circumstances,
23:49they have the right to eliminate it.
23:51And when we hear about it,
23:53we do it.
23:55But that's taking responsibility
23:57for the victim,
23:59who has to be complained about.
24:01Why don't they delete it
24:03before they can humiliate the child?
24:05If the content is shared
24:07in a way that encourages or encourages
24:09violence, it's going to be deleted.
24:11But where people are highlighting
24:13even if the topic is unpleasant,
24:15there are a lot of cases
24:17where users can say
24:19that Facebook should not interfere
24:21if they want to highlight a phenomenon
24:23that has occurred.
24:25When users see this, do you make money?
24:27We make money
24:29because users use the service
24:31and see ads in their news sections.
24:37While we were investigating,
24:39Mark Zuckerberg had to appear
24:41in front of the US Senate
24:43accusing him of the lack of protection
24:45that his users suffer.
24:47We want to know, without delay,
24:49what are they going to do,
24:51both Facebook and the rest of the companies,
24:53to take greater responsibility
24:55for what happens on their platforms?
24:57It's not enough to create the tools.
24:59You have to use them as they should.
25:01During the last year,
25:03the number of employees
25:05who are dedicated to security and content has doubled.
25:07By the end of the year,
25:09it will be just that.
25:11When you have $40 billion
25:13in sales figures
25:15and tens of billions
25:17of profits a year,
25:19I think you have the obligation
25:21to make sure
25:23that the world is not worse
25:25for those who use your product.
25:31Recently,
25:33there has been a huge spike
25:35in content complaints.
25:37Now we always have delayed work.
25:39We have to review
25:41about 15,000 content.
25:43The team can do about 3,000 a day,
25:45but it seems that the work never ends
25:47and more and more comes.
25:49The goal of Facebook
25:51is to evaluate in a 24-hour period
25:53the content that is reported,
25:55but we just heard
25:57that there was a delay
25:59of about 15,000 tickets not reviewed at that time.
26:01I would like to thank you
26:03for the great effort you are making, guys.
26:05I know that your work
26:07is not only appreciated by CPL,
26:09but it is also recognized
26:11by the Facebook management team
26:13that we have above.
26:15I know that these two weeks
26:17have been very hard
26:19because the delay we have
26:21is crazy and I know
26:23that we need more people
26:25on the team.
26:27If we pass the mouse
26:29through this bar,
26:31we see that it has exceeded
26:33five days, 18 hours
26:35and 45 minutes.
26:37It's a disaster.
26:39Our reaction time on this list
26:41must be 24 hours,
26:43which means that we have to remove
26:45all that in 24 hours.
26:47It's impossible.
26:49So in this high-risk list,
26:51can there be something like someone saying
26:53that he's going to commit suicide in 10 minutes?
26:55Yes.
26:57Seriously?
26:59Any information
27:01that comes to us
27:03about someone who can commit suicide
27:05is not directed to a list
27:07where there are delays.
27:09They go to an absolute priority
27:11in which the minimum requirements
27:13are being met.
27:15When you informed us
27:17about the problem,
27:19we checked it and we are sure
27:21that even at that time
27:23when there were delays
27:25on the normal list,
27:27Facebook's delay
27:29was set to April 6th
27:31and they are doubling the number
27:33of security and protection workers.
27:41Facebook considers it
27:43enormously important
27:45because the consequences
27:47can be real or dangerous
27:49if you prefer to call it that.
27:51So it is absolutely
27:53a priority over anything else.
27:57An infiltrator receives training
27:59on how to address the content
28:01that has to do with self-inflicted injuries.
28:03Let's look at examples
28:05about inciting suicide and self-injury.
28:07Any content that promotes suicide
28:09or self-injury is eliminated.
28:11In the first image,
28:13you can see cuts.
28:15It doesn't seem to be recent.
28:17It's as if they were healing already.
28:19But the text says,
28:21I miss that feeling.
28:23He's admitting that he likes to self-injure.
28:25It's considered inciting
28:27and it's eliminated.
28:29The content that shows self-injury
28:31but doesn't promote it
28:33is considered self-injury recognition
28:35and is left unnoticed.
28:37In everything that has to do
28:39with self-recognition,
28:41we send the user a checkpoint
28:43to be able to send them resources,
28:45assistance phones,
28:47we contact them to offer help,
28:49all these kinds of things.
28:51When self-injury recognition appears,
28:53a checkpoint is created
28:55that contains information
28:57about mental health services.
28:59The checkpoint basically
29:01sends resources to help the user,
29:03but the content is neither removed
29:05nor eliminated.
29:13I think that probably I can attribute
29:1565% of my scars
29:17to the effects that social media
29:19had on me.
29:23It definitely has to do
29:25with the rise of adrenaline.
29:27For me, seeing the blood
29:29was a relief because it reminded me
29:31that there was something inside of me
29:33that wasn't as empty
29:35as I felt.
29:37What about this one?
29:39It says, I'm fine, thank you.
29:41Checkpoint, right? I guess it's alive
29:43because it says, I'm fine, thank you.
29:47Hopefully, yes.
29:49We send a checkpoint for self-injury.
29:53I met a girl
29:55who had Facebook
29:57and who often posted photos
29:59of self-inflicted injuries.
30:01First, before they were cured,
30:03then when they were healed.
30:05I saw her pictures
30:07and I was also following
30:09a group on Facebook.
30:11I was surrounded
30:13by people who were self-injured
30:15and it encouraged me
30:17to get injured more and more.
30:19It encouraged me to become
30:21a champion.
30:23I felt that the cuts
30:25had to be deeper
30:27than the others
30:29and that the injuries
30:31had to be worse.
30:35Oh, shit.
30:37Oh, my God.
30:39They're self-inflicted injuries.
30:41While she's moderating,
30:43our reporter comes across
30:45explicit images of self-inflicted injuries.
30:47That's to send to the checkpoint.
30:49Also, the cuts
30:51seem recent.
30:53It would be self-inflicted injuries
30:55recognition, I think,
30:57because there's no incitement.
30:59I haven't seen one like this
31:01in a long time.
31:03Yeah, it's the worst
31:05you can find.
31:07It's not appropriate to see people
31:09who have been seriously injured
31:11and there are old scars there.
31:13This is just a one-off thing.
31:15That's not tolerable.
31:17OK?
31:19Disgrace shared,
31:21less felt.
31:23So if you can get out there
31:25and you can see
31:27that there are other people
31:29doing this,
31:31which is a reflection
31:33of a disability,
31:35which is actually a reflection
31:37of a disgrace,
31:39then that's something
31:41attractive,
31:43especially if your mind
31:45isn't functioning
31:47how it should be.
31:49Oh, my God.
31:51What is that?
31:53That's almost incitement
31:55because...
31:57There's a flower.
31:59She's happy and looking.
32:01Look.
32:03Yeah.
32:33Social media can be considered
32:35anything but professional intervention.
32:37I haven't had tics
32:39with self-injury in months
32:41and now there are four in a row.
32:43That's drug, I think.
32:45It's heroin.
32:47What a bunch of tics
32:49we've had.
32:51It's self-injury recognition.
32:53Even if there's a drug,
32:55the drug is the least of it.
33:03I just think that
33:05when you haven't experienced it,
33:07it's difficult for people
33:09to understand this.
33:11I think that self-injury
33:13is something very complex
33:15that it can't be
33:17clarified in a guideline
33:19or in a rule
33:21and it can't be
33:23easily understood
33:25if you haven't experienced
33:27how it feels to be that.
33:29Would you ever look at
33:31pictures of self-injury
33:33on Facebook now?
33:35No, I wouldn't do it again.
33:37I'm strong enough
33:39to not be affected
33:41but I don't have the strength
33:43to take risks.
33:45I'm convinced that I wouldn't
33:47succumb but I don't feel
33:49prepared to run that risk.
33:51I think that even though
33:53I'm better, it's something
33:55difficult to manage.
33:57There's actually a person
33:59who uses Facebook to communicate
34:01his anguish to his family and friends
34:03with the aim of asking for help.
34:05There has to be a legitimate interest
34:07on his part to express his suffering.
34:09And we see that every day.
34:11There are people who get the help
34:13they need because the content
34:15remains on the web.
34:17If we removed it, probably
34:19the family and friends
34:21wouldn't realize the risk
34:23the user is taking.
34:25If we look at the picture,
34:27what I see is a minor,
34:29a person under 13 years old,
34:31so I don't send a checkpoint.
34:33The measures we take
34:35are different in these cases.
34:37During the self-injury training
34:39we address the issue of
34:41underage users.
34:43In the case of underage accounts,
34:45we don't take measures unless
34:47they recognize that they are.
34:49Underage people under 13 are
34:51not allowed to have an account
34:53because they can be lying.
34:55They can do it.
34:57Yes, but if they are lying,
34:59we ignore it.
35:01Even if we see, as in this case,
35:03that they can have
35:05about 10?
35:07Okay, so if someone lies to us,
35:09we ignore it, because
35:11that's what it looks like.
35:13Yes, they have to recognize
35:15in some way that they are underage.
35:17If not, we blindfold ourselves
35:19and we don't know
35:21who is underage and who is not.
35:23Facebook only investigates
35:25the age of a user
35:27if someone tells them
35:29they can be underage.
35:37Most of the content
35:39reported to Facebook's moderators
35:41has to do with incitement
35:43to hate.
35:45About this, I'm convinced
35:47that everyone has their opinion
35:49about what is good and what is not.
35:51But keep in mind that we have to
35:53follow Facebook's policies.
35:55It doesn't matter what opinion
35:57we deserve. We have to follow the rules.
35:59When Mark Zuckerberg appeared
36:01in front of the Senate,
36:03he was asked about the regulation
36:05in relation to incitement to hate.
36:07Our goal is to allow people
36:09to express themselves as much as possible.
36:11I don't want the decisions
36:13that are made in our company
36:15to be based on the political ideology
36:17Facebook claims that its regulation
36:19aims to protect certain groups
36:21from attacks or insults.
36:23We can eliminate any content
36:25that promotes exclusion, death
36:27or attacks against Muslims.
36:29It's explicit hate.
36:31But we know that moderators
36:33are advised to overlook certain types of content.
36:37Let's look at this image.
36:39When your daughter's first league
36:41is a black guy.
36:43This one has been around for a long time.
36:45You have to ignore it because it insinuates
36:47but you have to be careful
36:49so that it breaks the real norm.
36:51In reality, it is not attacking
36:53the black boy in any way.
36:55My golden rule is
36:57if you have to go around
36:59to get to what you think
37:01the content is suggesting,
37:03you have probably gone too far.
37:05So we would ignore this one.
37:07Do you agree?
37:09No, we don't agree.
37:12Facebook confirmed
37:14that the image violates
37:16the regulation on incitement to hate
37:18and that they were going to check
37:20what had happened.
37:22If we want to design a service
37:24in which everyone can give their opinion,
37:26we must ensure that no one is harassed
37:28or intimidated
37:30or the environment ceases to seem safe.
37:32But on Facebook
37:34not all users are protected equally.
37:36I have an instinct
37:38to eliminate them.
37:41Our reporter is moderating
37:43a comment that says
37:45fuck you, go back to your country.
37:47It has been published under a video
37:49with a headline
37:51referring to Muslim immigrants.
37:54That tick there,
37:56the one that says fuck you,
37:58go back to your country,
38:00puts Muslims, wait, immigrants.
38:02Muslim immigrants.
38:04If it only put Muslims,
38:06we would eliminate it,
38:09Facebook allows its users
38:11to insult Muslim immigrants
38:13to a greater extent
38:15than those who are only Muslims.
38:17But they are still Muslims.
38:19What did you say?
38:21I told you that even if they are Muslim immigrants,
38:23they are still Muslims.
38:25Yes, they are still Muslims,
38:27but they are immigrants,
38:29that's why they are less protected.
38:31It deals with disgusting Muslim immigrants.
38:33I think there is no problem.
38:35Seriously, there is no problem?
38:37Yes, because disgusting
38:39can be considered physical inferiority.
38:41Ah, okay.
38:43If I put something like
38:45Muslim immigrant scum,
38:47we would eliminate it.
38:49There are many people
38:51who are dedicated to debating
38:53very sensitive issues on Facebook,
38:55such as immigration,
38:57which is absolutely current,
38:59and that political debate
39:01can be completely legitimate.
39:03Is that why it is allowed to say
39:05that Facebook promotes hatred,
39:07which goes against a collective.
39:09In other words, Muslim immigrants
39:11who have left Great Britain
39:13do not incite hatred.
39:15I repeat that we have studied it
39:17in great detail,
39:19and it is very complicated,
39:21it is right on that line.
39:23Does it incite hatred or not?
39:25We have established that it does not,
39:27as long as what is being communicated,
39:29I repeat,
39:31is a perspective
39:33of those same Muslim scum,
39:35disgusting and repulsive,
39:37who have been raping British girls.
39:39The Facebook page
39:41Britain First,
39:43had more than 2 million followers
39:45before it was eliminated
39:47last March,
39:49while we were recording the documentary.
39:51It had to be eliminated,
39:53so now it is not that they are a group
39:55or a discriminatory organization,
39:57it is simply forbidden to be.
39:59Look, we have been controlling the page
40:01that had 300,000 followers.
40:03It had a total of 2 million
40:05just before it was pulled.
40:07And what I wonder is,
40:09why did it take so long?
40:11We were talking about the history of Britain First.
40:13It was like ...
40:15We marked their pages for the content.
40:17They had like 8 or 9 infractions,
40:19and they can only have 5,
40:21but they had a lot of followers.
40:23They gave a lot of money to Facebook.
40:27Our reporter has been told
40:29that if a page violates Facebook's regulations
40:31with 5 of its content,
40:33it has to be eliminated.
40:35But Britain First was very famous.
40:37These types of pages are shielded
40:39and the moderators of CPL content
40:41cannot remove them.
40:43Didn't it reach that limit
40:45before it was removed?
40:47I think it did,
40:49but it had so many followers
40:51that it was like shielded.
40:55What do you mean?
40:57The ones that stay on the platform.
40:59The shielded ones, where do they go?
41:01They go to the list of Facebook's
41:03template workers and they decide.
41:05Ah, okay.
41:07Sometimes it depends on what it is.
41:09I mean, in the case of Britain First,
41:11there were many hot topics.
41:13When these shielded pages
41:15encompass content that violates the regulations,
41:17they are put on the list
41:19of reviews of shielded pages
41:21for Facebook to evaluate them.
41:23But what is shielded review?
41:25Shielded means you have to be careful.
41:27If a page has a lot of followers,
41:29you're not going to remove it.
41:31You have to be 100% sure
41:33that there are reasons
41:35to remove it.
41:37Okay.
41:39The page has 5 infractions
41:41but also 1 million followers.
41:43I'm not sure if I should remove it or not.
41:45Yes.
41:47Like Britain First, right?
41:49Yes, something like that.
41:51If it's an important page,
41:53you have to remove it.
42:23And if we come across
42:25one of these pages
42:27by Tommy Robinson?
42:29Yes.
42:31Do I look at the content
42:33or does it make no sense?
42:35We don't go around
42:37removing their content.
42:39They are pages that are shielded.
42:41If you delete a video
42:43or anything else,
42:45or even if you haven't removed
42:47a video by Tommy Robinson,
42:49it goes directly to the list
42:51but I can't see them.
42:53It's special.
42:55Tommy Robinson's page
42:57has 900,000 followers
42:59and is so famous
43:01that it has the same level
43:03of protection
43:05as the government
43:07and the media.
43:09What they mean
43:11when they talk
43:13about freedom of expression
43:15is that they're going
43:17to allow everyone
43:19to publish whatever they want.
43:21And once you understand
43:23that the essence of these
43:25gigantic social networks
43:27is that the most hostile
43:29and the most miserable
43:31opinions predominate,
43:33you realize that the more
43:35open your platform is,
43:37the more unpleasant,
43:39annoying and inadequate content
43:41you're going to attract.
43:43Why does Tommy Robinson's
43:45account have the same level
43:47of protection as the government's,
43:49the BBC's or the accounts
43:51of other respectable organizations?
43:53If his content violates the rules,
43:55we remove it.
43:57Because it's one of the most valuable,
43:59right? With hundreds of thousands
44:01of followers.
44:03I repeat to you that this debate
44:05has nothing to do with money
44:07but with political discourse.
44:09People prefer us to be careful
44:11and be prudent when
44:13removing their political opinions.
44:15We don't want to be a signal
44:17or use data illegally.
44:19We don't tolerate it.
44:21For that reason,
44:23Facebook has begun to change.
44:25Facebook has launched
44:27a campaign of great repercussion
44:29to help you improve your image.
44:31We didn't take a broad view
44:33of our responsibility.
44:35And that was a mistake.
44:37It was my mistake.
44:39And I'm sorry.
44:41I started Facebook.
44:43This is difficult to face.
44:45But the incentives
44:47to do so
44:49are already irrefutable.
44:51I just hope that,
44:53thanks to the documentary,
44:55the debate can be intensified
44:57and it becomes something
44:59permanent and concrete.
45:01We have to stop accepting
45:03their pretexts and not
45:05believe more in their guarantees.
45:07CPL told us,
45:09for us it is of utmost importance
45:11that all managers receive
45:13the necessary training
45:15and are aware of the changes
45:17in Facebook's policies.
45:19So we have decided to investigate
45:21this problem in a priority way
45:23and take urgent measures.
45:25The training is now
45:27much more exhaustive.
45:29We are one of those companies
45:31that is constantly subject
45:33to the strictest surveillance
45:35in the world.
45:37And we think it's good.
45:39They have identified some areas
45:41in which we have made mistakes.
45:43And I have no choice
45:45but to apologize for this
45:47and make it clear
45:49that we do not deny our weaknesses.
45:51We know that all this
45:53should not happen.
45:55When we are informed
45:57of our mistakes,
45:59we commit to study them
46:01very seriously
46:03and to take the necessary
46:05measures to ensure
46:07that we do not repeat
46:09the same mistakes.