May 23, 2022

Twitch is updating its appeals and reporting processes in the wake of product updates the company promised late last year. The biggest change is the introduction of a new portal where users affected by account suspension can object to these rules and track the progress of their requests.

While Twitch treats most of its users with bad intentions, the company wants to provide more clarity and stability for users who accidentally break the rules during a live broadcast.

Starting today, a new Appeals Center will allow users to view appealable enforcement actions on apps.twitch.tv. The portal is generally limited to restrictions that have been put in place within the last 60 days, but the company says that anyone who is indefinitely suspended and effective before that period can also be there to assess a suitable case. The new appeal tool will also appear in the Profile menu under Security, where it will also be available to users who are currently banned.

Users who appeal Twitch’s moderation decisions will also receive an email notification if the appeal is accepted or denied. The company notes that these decisions will now accompany its reflections in more detail, although they still do not include the number of “warnings” in the account because enforcement decisions take into account context and severity, not just violations. The number is in the account . Twitch has also stated that it still plans to add relevant video clips to its email notifications, but this particular feature is still in development.

“Sometimes we make mistakes, which is why the appeals process is so important,” Twitch wrote in the announcement. “We’ve heard that our current system is slow and doesn’t give a good idea of ​​how your current appeal is going or how past appeals have gone. This is especially important for creators who are monetizing streaming for their communities.”

image credit: twitch

Twitch is also making updates to its reporting system, asking users to find out why they tagged content and offering customizable menus based on whether the content being reported is live, VOD, or appears in a clip. The company said the changes will first be reflected on the web version of Twitch and then rolled out to mobile devices with a global rollout in “the next few months.”

While all major social platforms continue to grapple with the complexities of mass content moderation, the fact that much of the content on Twitch is streamed live adds an additional challenge. Twitch relies less on automated content moderation systems than some of its peers, instead relying on human review teams that prioritize speed due to the vast majority of content being in real time.

Twitch VP of Global Trust and Security Angela Hesson announced today’s update on her blog late last year, looking at the platform’s content moderation policies and security tools. Twitch’s audience has skyrocketed during the pandemic, and the company has ramped up its content moderation efforts accordingly.

While Twitch declined to provide specific numbers for gaming-updates, they say the number of moderators viewing user reports has quadrupled over the past two years. The company notes that it responds to more than 80 percent of notifications within ten minutes.

Twitch Vice President of Global Security Operations Rob Lewington said: “As our community has grown and become more global in recent years, we have continued to grow accordingly and streamline our operations while remaining human. Priority is given to informing all aspects of moderation.

In addition to its daily enforcement decisions, the company is drawing a lot of attention to the temporary suspensions of some of its most popular streamers. In December, political streamer Hasanbi was banned for seven days for using the word “hacker,” which Twitch apparently considers a legitimate insult to whites. Other celebrity streamers have been banned for everything from sexy yoga poses to streaming Avatar: The Elementalist.

Meanwhile, Twitch continues to grapple with hate attacks, a habit of largely flooding a streamer’s channel with bullying. These attacks often target marginalized Twitch streamers, taking those voices even further away from the platform where black, LGBT and female streamers are already struggling to gain a foothold.

In November, Twitch introduced a new automated tool that detects accounts trying to bypass channel-level restrictions. Channel restrictions are one of the main ways that Twitch streamers and moderators can control who can chat in a community, but banners render this powerful option ineffective.

Late last year, Twitch took the extraordinary step of taking legal action against two “highly motivated” users for organizing thousands of bot accounts for hate attacks, even though the company did not know their true identities at the time. “This complaint is certainly not the only action we’ve taken to combat targeted attacks, and it won’t be the last,” Twitch said in the lawsuit.

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