An empirical study by the Israel Internet Association analyzes the manner and quality of response by various social media platforms to 447 verified and confirmed reports of harmful content. These reports were submitted to the platforms by the Association’s Internet Safety Hotline, recognized by most platforms as an official Trusted Flagger, after meticulously confirming that all content reported explicitly violated the relevant platforms’ content policies. The study considers all reports verified and sent to the platforms by the Hotline team between October 7 and December 7, 2023 (the first two months of the Israel-Hamas war) through official channels, the response received from the platforms to these reports, and actions taken or not taken by the platforms in response to the reported content. Parameters evaluated include: response time, the nature and quality of response as a function of content type, and whether the platforms’ actions matched their public commitments to addressing online threats in the wake of the Hamas attacks.
The findings are troubling, and show that response times were exceedingly slow, with little to no action on weekends. Handling of content requiring manual review or contextual understanding was notably poor, revealing significant differences between content types and across different platforms. We show that the same platforms have succeeded in similar situations in other countries, suggesting that success is possible when appropriate resources are channeled into achieving it. We present detailed recommendations as to how to remedy the present situation, and emphasize that responsibility lies not only with the platforms but also with governments and legislators, who permit these companies to operate with minimal transparency and accountability.
