Account Deactivation and Content Removal: Guiding Principles and Practices for Companies and Users

24 Pages Posted: 8 Oct 2011

See all articles by Erica Newland

Erica Newland

affiliation not provided to SSRN

Caroline Nolan

Independent

Cynthia Wong

affiliation not provided to SSRN

Jillian York

Harvard University - Berkman Klein Center for Internet & Society

Date Written: September 1, 2011

Abstract

This report explores these dilemmas and recommends principles, strategies, and tools that companies and users alike can adopt to mitigate the negative effects of account deactivation and content removal. Through case examples, we outline the ways in which platform providers can have a positive impact on user trust and behavior by being more clear and consistent in developing ToU and other policies, responding to and evaluating suspected violations, and providing opportunities for recourse and appeal. We also highlight concrete actions that users can take to educate themselves about how the moderation, takedown, and abuse-prevention mechanisms work for the services they use, provide and communicate context where necessary, and engage with companies and other users around such issues.

This document grew out of an ongoing learning series hosted by the Global Network Initiative (GNI), of which the Berkman Center and CDT are founding members. Our analysis was strengthened by the experience and feedback of diverse stakeholders, including company representatives, socially responsible investors, academics, and advocates, and intends to offer realistic and concrete approaches that are rights-sensitive while also flexible enough to be practically implemented across diverse platforms and contexts.

Suggested Citation

Newland, Erica and Nolan, Caroline and Wong, Cynthia and York, Jillian, Account Deactivation and Content Removal: Guiding Principles and Practices for Companies and Users (September 1, 2011). Berkman Center Research Publication No. 2011-09, Available at SSRN: https://ssrn.com/abstract=1940454

Erica Newland

affiliation not provided to SSRN ( email )

Caroline Nolan

Independent ( email )

Cynthia Wong

affiliation not provided to SSRN ( email )

Jillian York (Contact Author)

Harvard University - Berkman Klein Center for Internet & Society ( email )

Harvard Law School
23 Everett, 2nd Floor
Cambridge, MA 02138
United States

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