Facebook Responds To Complaints At Varying Pace

You might have to wait a long time to hear back from Facebook after reporting inappropriate content or filing a complaint -- at least until the social network increases its staffing and possibly infrastructure in this area of the business.

Reporting inappropriate content on Facebook might require you to wait a long time for a response, at least until the social network increases its staffing and possibly infrastructure in this area of the business.

Recently, one California attorney who found it easy just one year ago to have Facebook remove a sham profile that had been created about one of her celebrity clients, encountered a new process a few days ago went she went to do the same thing, reported Terri Thornton for PBS.

Last year, Facebook had removed the sham page she reported within two days of her filling out and submitting the report link. When she made her most recent attempt to have such a profile removed, she noticed a box pop up that was just large enough to include the name of her client.

There seemed to be no space for her to add any information about her relationship to the client. Being unfamiliar with this new process and not knowing for sure that it would work, the attorney decided to also file a complaint using Facebook’s notice of intellectual property infringement.

After doing both of these things, Facebook removed the link within hours and sent a confirmation to the attorney letting her know.

Thornton’s article cites other Facebook users who have felt the process to remove fake profiles and offensive content to be slower and less efficient than they would have liked.

In one example given, it took the mother of Lauren Potter, who stars as Becky in the TV show “Glee” and has Down’s Syndrome, days to delete offensive posts that had cropped up on Potter’s fan page and block the offenders.

Responding in the article to these criticisms, Facebook spokesperson Simon Axton told PBS, “We provide ‘report’ links on nearly every page and encourage people to let us know when they see something they think might violate standards. Our team of investigators reviews and takes action on reported content according to our policies.”

Axton also mentioned that Facebook is self-policing, and takes its community standards and statements of rights and responsibilities seriously.

Readers, have you ever requested that a profile or inappropriate material be removed and if so, what was your experience?

Publish date: April 15, 2011 https://dev.adweek.com/digital/39579/ © 2020 Adweek, LLC. - All Rights Reserved and NOT FOR REPRINT