I can see that you’re overwhelmed with the idea of policing your service. It’s been obvious for a while, but when you start issuing service ticket numbers for complaints without having any way for people to check the status of those tickets, then you’re shouting it from the rooftops. So here’s a little suggestion about how to make your own lives easier while still cleaning up your service to keep people on it long enough to see your sponsored tweets. And it will only take three easy steps.
- You already have an algorithm that detects spikes in the use of phrases or hashtags. It’s what you use to create your trending topics. Use that algorithm to detect when people’s mentions spike. Sure, it will take a little bit of fine-tuning, because the spikes are smaller, but it will be worth it.
- Why? Because your next step is to set someone in Twitter support on the job of looking through that person’s mentions. Again, this will be an easy job, because all this person needs to do is determine whether this person’s mentions are full of something benign, like congratulations, or full of the kind of toxic crap my friend Melody Hensley is still receiving two days after I documented an onslaught of abuse. The difference is easy to spot. Go take a look.
- Once you’ve identified a thread with a high degree of abuse, go through and clean it out. Ban your repeat offenders and accounts freshly created for the purpose of abusing someone. Suspend and/or warn your first-timers depending on their degree of depravity, and mark their accounts as having been warned so you know when you see them again.
That’s it. You’re done. You’ve found the people who exist to make your service hell for other people, and you’ve dealt with them en masse. You’ve gone to the trouble spots and dealt with the troublemakers. You haven’t had to go through and individually look at tickets for each one and individually look at all the tweets involved. Sure, you’ll still get tickets on smaller situations, but there will be a whole lot fewer of them.
No need to thank me or credit me for making your jobs easier or your service more user-friendly. Just take the advice and make it happen. Clean the place up.
Image: “Language Hotspots” by whiteafrican.