Yahoo! Answers Community Moderation Micah Alpern, Director of User Experience Yahoo! Search

Micah Alpern, Director of User Experience Yahoo! Search

Yahoo! Answers Ask, Answer, Discover 1.2 million Q&A per day Experiential Knowledge

Yahoo! Answers Ask, Answer, Discover

1.2 million Q&A per day

Experiential Knowledge

Yahoo! Answers Ask, Answer, Discover 1.2 million Q&A per day Experiential Knowledge

Yahoo! Answers Ask, Answer, Discover

1.2 million Q&A per day

Experiential Knowledge

Activity

Activity

Answers is a marketplace People want lots of good answers to their questions quickly. This means wide distribution of your freshest content. Higher visibility for abuse in Questions than Answers. “ If you don't fix it right away, it's not worth fixing.” by getxsickphotography

People want lots of good answers to their questions quickly.

This means wide distribution of your freshest content.

Higher visibility for abuse in Questions than Answers.

Traditional Moderation Failed As Answers grew traditional moderation methods failed to scale with the community. Manual customer care systems: Had slow response times Treated all abuse reports the same Had high false positive and false negative rates Were high cost and scaled up with traffic

As Answers grew traditional moderation methods failed to scale with the community.

Manual customer care systems:

Had slow response times

Treated all abuse reports the same

Had high false positive and false negative rates

Were high cost and scaled up with traffic

Machine learning? A team of PHDs worked on a black box abuse classifier. Pre-filter of bad content to be reviewed by Customer Care. Could only handle questions, not the answers After a while that broke as well 60% of reports were fake abuse by users trying to report others.

Pre-filter of bad content to be reviewed by Customer Care.

Could only handle questions, not the answers

After a while that broke as well

60% of reports were fake abuse by users trying to report others.

Community Moderation Deployed a new Community Moderation system Empowered trusted Answers users to help moderate content by allowing their report abuse actions to automatically delete content. System didn’t reveal reputation scores to users, Encouraged them to report accurately so they could gain more community influence. Illustration by Bryce Glass To address these challenges:

Deployed a new Community Moderation system

Empowered trusted Answers users to help moderate content by allowing their report abuse actions to automatically delete content.

System didn’t reveal reputation scores to users,

Encouraged them to report accurately so they could gain more community influence.

Reputation System

Answers Moderation Model Hide Content Item? Content Reporter Author

Answers Moderation Model REPORTER Abuse Suspicion Reputation REPORTER Community Investment Reputation User’s Abusive Reputation Confirmed Abuse Reporter Reputation Abuse Reporter Bootstrap Reputation Abuse Reporter Reputation CONTENT ITEM Abuse Reputation AUTHOR Overall Asker Reputation AUTHOR Overall Answerer Reputation AUTHOR Overall Asker Reputation Question Quality Reputation AUTHOR Overall Answerer Reputation Answer Quality Reputation Hide Content Item?

the story of a report an abuse report comes in We need to decided: Who do we believe? Do we hide the content? A question is asked.. Author Reporter

The content A question is asked.. What do we know about the content? Have others reported it Machined learned “Junk detector” score Language specific Requires tons of training data != a quality detector CONTENT ITEM Abuse Reputation

What do we know about the content?

Have others reported it

Machined learned “Junk detector” score

Language specific

Requires tons of training data

!= a quality detector

the reporter What do we know about the reporter? Reporter CONTENT ITEM Abuse Reputation Past reporting performance and it’s outcome 08.17.08 4:41pm 08.20.08 6:23 pm 10.04.08 1:08 pm 11.06.08 7:03 am Past reporting behavior hidden not hidden hide overturned Outcome not hidden Confirmed Abuse Reporter Reputation Abuse Reporter Reputation For many reporters we don’t have enough feedback.

Past reporting performance

and it’s outcome

How do we solve the cold start problem?

Cold Start: Reporter Reputation Reporter Suspicion: Implied Karma Hard evidence Examine signals across synonymous identities Confirmed Abuse Reporter Reputation Abuse Reporter Reputation CONTENT ITEM Abuse Reputation Take this result and update the running reputation of the content reported. Reporter’s Abuse Suspicion Reputation Reporter’s Community Investment Reputation User’s Abusive Reputation Abuse Reporter Bootstrap Reputation

Suspicion: Implied Karma

Hard evidence

Examine signals across synonymous identities

Compared to Illustration by Bryce Glass

Do we trust the author? How good are they at Asking questions? How good are they at Answering? Do they have a history of abuse? AUTHOR Overall Asker Reputation AUTHOR Overall Answerer Reputation AUTHOR Overall Asker Reputation Question Quality Reputation AUTHOR Overall Answerer Reputation Answer Quality Reputation Users Abusive Reputation

we make a decision an abuse report comes in A question is asked.. Reporter Author

decisions can be revised an abuse report comes in A question is asked.. Reporter Trust level is re-instated and temporary protection assigned. Trust level for Reporting is decreased. Author

Naive moderation CraigsList After 3 flags the post is deleted Other systems: Ignore new user flags In Answers: Its harder to remove content from good contributors. Easier for a even a new person to remove a spammer.

CraigsList

After 3 flags the post is deleted

Other systems: Ignore new user flags

In Answers:

Its harder to remove content from good contributors.

Easier for a even a new person to remove a spammer.

So how did we do?

Speed

Accuracy

Concussion Reputation system helped Answers: Scale & empower the community to mange abuse Provide a better experience to Askers and Answerers

Reputation system helped Answers:

Scale & empower the community to mange abuse

Provide a better experience to Askers and Answerers

Questions? Bryce Glass Randy Farmer Ori Zaltzman http://buildingreputation.com / Micah Alpern [email_address] twitter:malpern

SPAM “ We have other methods for identifying and dealing with spam, but as a very popular site we are a target for spammers so are continually upping our game to find new ways to identify them quicker and remove their content faster (though we shouldn’t share the methods we take). We recognize spam damages the experience for our users and so are committed to reducing spam on Answers as much as possible.”

“ We have other methods for identifying and dealing with spam, but as a very popular site we are a target for spammers so are continually upping our game to find new ways to identify them quicker and remove their content faster (though we shouldn’t share the methods we take). We recognize spam damages the experience for our users and so are committed to reducing spam on Answers as much as possible.”

Chat and Low quality content “ You mention this a bit in the presentation, but generally we acknowledge there are different types of questions being asked and answered on the site and accept that currently we’re limited in how we are identifying and highlighting knowledge based Q&A vs Social Q&A. However, we are looking at ways to easier promote the type of content a user wants to see.”

“ You mention this a bit in the presentation, but generally we acknowledge there are different types of questions being asked and answered on the site and accept that currently we’re limited in how we are identifying and highlighting knowledge based Q&A vs Social Q&A. However, we are looking at ways to easier promote the type of content a user wants to see.”

Accuracy “ focus is on experiential knowledge, practical help based on someone’s opinion or experience. Different type of knowledge than covered by wikipedia. We don’t want to publish content which is misleading, incorrect or harmful but use the “report abuse” system and our trusted users to balance any dubious advice.

“ focus is on experiential knowledge, practical help based on someone’s opinion or experience. Different type of knowledge than covered by wikipedia. We don’t want to publish content which is misleading, incorrect or harmful but use the “report abuse” system and our trusted users to balance any dubious advice.