Sistema di segnalazione di abusi
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Sistema di segnalazione di incidenti
Aiutare ad ottenere aiuto in incidenti dannosi.
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As Product Safety and Integrity, we want to provide safer and healthier environments for communities. We are building the Incident Reporting System (IRS) to make it easy for users to find the right path to get help when experiencing a harmful incident.
Goals
- Rendere più facile fornire aiuto alle persone che subiscono molestie.
- Eliminare le situazioni in cui le persone non denunciano le molestie perché non sanno come farlo.
- Assicurarsi che le segnalazioni di molestie arrivino agli organismi corretti, che le gestiscono secondo le procedure della comunità locale.
- Ensure responders are not overwhelmed with invalid reports or issues that belong elsewhere.
Contesto del progetto
La segnalazione e l'elaborazione di possibili abusi è un argomento di interesse per la comunità wikimediana da molti anni. Con la creazione del nuovo Codice di condotta universale, è fondamentale discutere anche dei sistemi di segnalazione degli utenti.
The way misconduct and policy violations are dealt with across Wikimedia spaces, wikis, and platforms has developed organically. Each community and group has their way of reporting and processing incidents. It happens via wiki talk pages, noticeboards, email, or private discussions on off-wiki communication channels (Discord, Telegram, and more).
For many users, it's been unclear what to do when an incident happens: where to go, who to talk to, how to report, what information to include in the report, how the report is processed, what happens afterwards, etc. Users must know how to flag an issue and where to go to get help. Some do not feel safe reporting incidents because of the complexity of the reporting process or due to privacy concerns. There is also very little information on what will happen once a report is made and what expectations the user should have.
Aggiornamenti
: End of the trial on English Wikipedia
Between May and early July, Incident Reporting System was tested on English Wikipedia, starting from 5% to 100% of the eligible users. Overall, the tool was not generating a high volume of reports, and we did not see signs or hear any volunteer concerns that the tool was creating any disruption. We did see users interacting with it, and submitting both emergency and non-emergency reports.
Early in the trial, per the English Wikipedia functionaries feedback, we added a feature (we call it direct reporting) where, if the community selected an email-based destination for a particular category of unwanted behavior, the form would show the user a text area to type in the report, and it would then send the report directly to that community-chosen email address.
The tool does not support direct reporting for most categories of unwanted behavior – instead, the user is provided a link and description (chosen by the community) of where to go and what to do there.
The link may include the preload parameter, making it easier to add well-structured reports.
The two charts show that:
- At the end of the trial, the Report button was being shown to around 12,000 users per day.
- The categories most commonly initially selected by users were: Bullying / intimidation, Disruptive editing, and Vandalism – these three add up to over a half of all reports.
We know there are still more improvements to make, including the potential for streamlining the flow through deeper integration with on-wiki processes. But we think the trial has at least demonstrated that this feature can be integrated in a way that doesn't disrupt abuse handling, and can be iterated on from there. We appreciate the community members' thoughts as we consider what to do next. And a special thank you to the functionaries and other volunteers who helped support this trial and help other users.
Prodotto & specifiche del design
>= Casi d'uso =
Come un utente che cerca di ottenere aiuto con un incidente dannoso.
- Voglio essere capace di indicare il tipo di incidente che sto subendo così che io possa ottenere aiuto rispetto al mio problema.
- I want to easily get information about the help resources available that are relevant to the issue I'm experiencing.
- I want to be clearly informed when the help is provided by the community and not the Foundation, so that I can adjust my expectations accordingly.
The needs of an administrator/functionary are as follows:
- I want to be able to customize the "support information" step that is presented to reporters, according to the incident they're experiencing and the policies of my wiki.
- If my wiki is not large, I want to have a standard/default template that I can use in case my wiki doesn't have established policies or processes.
Immediate threats of physical harm (processed by T&S)
The user can submit a report when they become aware of a situation involving serious risk to their (or someone else's) physical safety. Once submitted, these reports are sent to the Trust and Safety team at the Wikimedia Foundation who are responsible for reviewing and responding to such issues.
Incidenti non di emergenza
Users can select one of the types of unwanted behavior as defined in the Universal Code of Conduct. They are guided to a "support information" step that provides clear information on how to get support with an incident of the selected type. The goal is to ensure users receive the right support in a way that reflects the needs and practices of the local community.
For each incident type, local communities can customize a limited number of content sections with wiki-specific terminology and links, according to their policies and practices.
Administrators can now set up external links as the destinations for reporting. This allows the use of URL query string parameters such as preload and may make the reporting even simpler and more efficient.
Incident types
| 1st-tier category | 2nd-tier category | UCoC provision | UCoC definition, or description |
|---|---|---|---|
| Immediate threat of physical harm (processed by T&S) | Threats of physical harm | — | Intending to commit violence against an individual |
| Threats of self harm | — | Intending to commit an act of harming oneself | |
| Threats of public harm | — | Intending to commit an act of mass violence | |
| Unacceptable user behavior (processed by community members) | Bullying, intimidation, threats or repeated insults | 3.1 – Harassment | "This includes name calling, using slurs or stereotypes, and any attacks based on personal characteristics. Insults may refer to perceived characteristics like intelligence, appearance, ethnicity, race, religion (or lack thereof), culture, caste, sexual orientation, gender, sex, disability, age, nationality, political affiliation, or other characteristics. In some cases, repeated mockery, sarcasm, or aggression constitute insults collectively, even if individual statements would not."
"Explicitly or implicitly suggesting the possibility of physical violence, unfair embarrassment, unfair and unjustified reputational harm, or intimidation by suggesting gratuitous legal action to win an argument or force someone to behave the way you want." "This includes encouraging someone else to commit self-harm or suicide as well as encouraging someone to conduct violent attacks on a third party." |
| Sexual harassment | "Sexual attention or advances of any kind towards others where the person knows or reasonably should know that the attention is unwelcome or in situations where consent cannot be communicated." | ||
| Exposing private personal information (Doxing) | "Sharing other contributors' private information, such as name, place of employment, physical or email address without their explicit consent either on the Wikimedia projects or elsewhere, or sharing information concerning their Wikimedia activity outside the projects." | ||
| Trolling or Hounding (Stalking) | "Deliberately disrupting conversations or posting in bad-faith to intentionally provoke."
"Following a person across the project(s) and repeatedly critiquing their work mainly with the intent to upset or discourage them. If problems are continuing after efforts to communicate and educate, communities may need to address them through established community processes." | ||
| Hateful or discriminatory content | 3.3 – Content vandalism and abuse of the projects | Content vandalism containing "hate speech in any form, or discriminatory language aimed at vilifying, humiliating, inciting hatred against individuals or groups on the basis of who they are or their personal beliefs"
"The use of symbols, images, categories, tags or other kinds of content that are intimidating or harmful to others outside of the context of encyclopedic, informational use. This includes imposing schemes on content intended to marginalize or ostracize" (Hate speech towards an editor falls under "Bullying, intimidation, threats or repeated insults") | |
| Spam or promotional content | Other content vandalism | ||
| Something else | Including 3.2 – Abuse of power, privilege, or influence |
Community configuration
Community Configuration is a tool allowing communities to set up and control the configuration of different features. For the Incident Reporting System we are using Community Configuration to allow communities to customize the "support information" step.
Example of how customizing the "support information" step for "Exposing private personal information (Doxing)" might look:
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The "support information" step will have a default view (fields that are left blank will not display) -
Communities will then be able to customize the default view via Community Configuration
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Deployment timeline
- First and limited version on Portuguese Wikipedia –
- Next pilot wikis –
- English Wikipedia trial – –
Contact
Domande frequenti (FAQ)
D: WMF sta cercando di cambiare i processi comunitari esistenti?
Il nostro piano per il IRS non prevede di modificare alcun processo comunitario. L'obiettivo è collegarsi ai processi esistenti. Gli obiettivi finali sono:
D: Sono disponibili dati sul numero di abusi segnalati ogni anno?
We have usage data collected on the wikis where IRS has been deployed. The largest of them is Portuguese Wikipedia. However, the volume of data is too low to make predictions based on it. We want to address this by launching a trial on English Wikipedia, with the audience similar to the entire audience on Portuguese Wikipedia.
R: Al momento non ci sono molti dati chiari che possiamo utilizzare. Le ragioni sono due. Innanzitutto, gli abusi vengono segnalati in vari modi e differiscono da comunità a comunità. Acquisire questi dati in modo completo e pulito è molto complicato e richiederebbe molto tempo. In secondo luogo, anche l'interpretazione di cosa è un abuso varia. Alcune cose che vengono interpretate come abuso sono in realtà normale amministrazione per una wiki (ad esempio, la cancellazione di una voce promozionale). L'esame delle segnalazioni di abuso può anche richiedere un contesto culturale o comunitario. Non possiamo automatizzare e visualizzare i dati o contarli in modo oggettivo. Il sistema di segnalazione degli abusi è un'opportunità per risolvere alcune di queste esigenze di dati. There are a couple of reasons for this. First, issues are reported in various ways and those differ from community to community. Capturing that data completely and cleanly is highly complicated and would be very time consuming. Second, the interpretation of issues also differs. Some things that are interpreted as harassment are just wiki business (e.g. deleting a promotional article). Review of user conduct/behaviour issues may also need cultural or community context. We cannot automate and visualize data or count it objectively. The incident reporting system is an opportunity to solve some of these data needs.
How are different types of harmful incidents – such as harassment, threats, or misconduct – defined in the Incident Reporting System?
R: Per favore, consulta la definizione presente nel Codice di condotta universale.
D: A quali domande state cercando di rispondere con il prodotto minimo funzionante?
R: Queste sono le domande a cui stiamo cercando risposta:
- What kind of user conduct/behavior issues do people need help with?
- How many people report the respective kinds of issues?
- Quanto è grande questo problema?
- Possiamo avere un quadro più chiaro dell'entità dei problemi di molestie? Possiamo ottenere dati sul numero di segnalazioni? Le molestie sono sotto-segnalate o sovra-segnalate?
- Attualmente le persone non denunciano le molestie perché non accadono o perché non sanno come farlo?
- Tutto questo sarà difficile da gestire con la nostra attuale configurazione, oppure no?
- Quanti sono i reclami validi rispetto alle persone che non capiscono i processi wiki? Possiamo distinguere/filtrare i reclami validi dalle segnalazioni non valide per risparmiare tempo ai volontari o allo staff?
- Riceveremo per caso molte segnalazioni da parte di persone arrabbiate perché le loro modifiche sono state annullate o la loro pagina è stata cancellata? Cosa ne faremo?
D: Come si pone il movimento Wikimedia rispetto a come altre grandi piattaforme (come Facebook o Reddit) gestiscono le molestie?
R: Anche se non abbiamo davvero molto in comune, il movimento Wikimedia è molto spesso collegato a Facebook e Reddit per quanto riguarda il modo in cui gestiamo le molestie. È importante considerare che nessuno ha risolto il problema delle molestie. Altre piattaforme lottano con la moderazione dei contenuti, e spesso hanno personale pagato che cerca di occuparsene. Due enormi differenze tra noi e Reddit e Facebook sono la natura globalmente collaborativa dei nostri progetti e il modo in cui le comunità lavorano per risolvere le molestie a livello comunitario.
Ricerca del Pre-Project
Il seguente documento è una revisione completa delle ricerche condotte tra il 2015 e il 2022 dalla Wikimedia Foundation sulle molestie online nei progetti Wikimedia. In questa revisione abbiamo identificato i temi principali, gli approfondimenti e le aree di preoccupazione e abbiamo fornito i link diretti alla letteratura esistente.
Il Trust and Safety Tools team ha studiato le ricerche precedenti e le consultazioni comunitarie per informare il proprio lavoro. Abbiamo rivisto la Proposta di sistema di segnalazione degli utenti per l'iniziativa sulla salute della comunità e la Consultazione sul sistema di segnalazione degli utenti del 2019. Abbiamo anche cercato di mappare alcuni dei flussi di risoluzione dei conflitti tra le wiki per capire come le comunità stiano attualmente gestendo i conflitti. Di seguito è riportata una mappa del flusso di risoluzione dei conflitti della Wikipedia italiana, che contiene note sulle opportunità di automazione.
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A synthesis of research from 2015–2022 that identifies major themes in the problem space as well as user needs, challenges, considerations, and previous work. -
Su Wikipedia in italiano, esiste una politica di risoluzione dei conflitti in tre fasi. Questa mappa visualizza questo processo e cerca di identificare le opportunità di automazione sia per gli utenti, sia per gli amministratori.
