An inefficient Content Review Process By Piyush Lohana A social networking site called Google+ owned and operated by Google Inc., an American multinational technology company specializing in Internet related services and products has been running its content review process across various locations worldwide, one location among them is Hyderabad, India. During my service over a period of 1 year, I encountered and experienced an observable event which affected the efficiency, accuracy and user experience of the product at large. The content review process run by the Content Review Team (CRT) department is responsible for manually reviewing photos, profile pictures, posts, comments, pages, names and hashtags of its users from their day to day activities. The tool has a separate queue for each type of content as mentioned above. The business requirement for most of the queues to be reviewed is from few minutes to an hour and the expected quality is 100%. Also, the tool follows a FCFS (queue) priority approach for the reviews which mean the next photo or posts in the queue will be reviewed only after reviewing the preceded review and also a single review is reviewed by at least three reviewers before passing it on to the second stage or final judgment. Due to not having inspected 100 % coverage on some days, especially on weekends and public holidays, when only half of team works and the priority of work (queues) on those days is very specific, i.e., the team is made to work on high priority queues like posts and photos as a result many reviews in other queues like profile pictures and comments keep getting accumulated in the queue bucket and are only worked on or cleared (emptied) on Mondays when the team lead realizes the need and pushes his entire content review team to put extra efforts to clear the queues, delaying manual review process by some hours which ultimately affects the quality of product and user experience as the review is still alive(visible) to public even if it might have/had violated the social networking site acceptable/allowable content policy. For example, a user posts a nude image or say a hate speech as his profile picture, as per the general content policy it should be reviewed and blocked so that it is not visible on the site but due to not having enough coverage on weekends and some special days the review would be still alive and visible to public until it is taken down on the full coverage day like Monday after weekends. The direct implication of this is over a period of time the user migrates to a more clean, wellmanaged and efficient social networking site which gives him a good user experience so he don't have to see unwanted bad content while using the site. An inefficient Content Review Process By Piyush Lohana A social networking site called Google+ owned and operated by Google Inc., an American multinational technology company specializing in Internet related services and products has been running its content review process across various locations worldwide, one location among them is Hyderabad, India. During my service over a period of 1 year, I encountered and experienced an observable event which affected the efficiency, accuracy and user experience of the product at large. The content review process run by the Content Review Team (CRT) department is responsible for manually reviewing photos, profile pictures, posts, comments, pages, names and hashtags of its users from their day to day activities. The tool has a separate queue for each type of content as mentioned above. The business requirement for most of the queues to be reviewed is from few minutes to an hour and the expected quality is 100%. Also, the tool follows a FCFS (queue) priority approach for the reviews which mean the next photo or posts in the queue will be reviewed only after reviewing the preceded review and also a single review is reviewed by at least three reviewers before passing it on to the second stage or final judgment. Due to not having inspected 100 % coverage on some days, especially on weekends and public holidays, when only half of team works and the priority of work (queues) on those days is very specific, i.e., the team is made to work on high priority queues like posts and photos as a result many reviews in other queues like profile pictures and comments keep getting accumulated in the queue bucket and are only worked on or cleared (emptied) on Mondays when the team lead realizes the need and pushes his entire content review team to put extra efforts to clear the queues, delaying manual review process by some hours which ultimately affects the quality of product and user experience as the review is still alive(visible) to public even if it might have/had violated the social networking site acceptable/allowable content policy. For example, a user posts a nude image or say a hate speech as his profile picture, as per the general content policy it should be reviewed and blocked so that it is not visible on the site but due to not having enough coverage on weekends and some special days the review would be still alive and visible to public until it is taken down on the full coverage day like Monday after weekends. The direct implication of this is over a period of time the user migrates to a more clean, wellmanaged and efficient social networking site which gives him a good user experience so he don't have to see unwanted bad content while using the site. 1 Name Title: Proposed Solution to the Google+ Content Review Problem Background of the organization A social networking site called Google+ owned and operated by Google Inc., an American multinational technology company specializing in Internet related services and products has been running its content review process across various locations worldwide, one location among them is Hyderabad, India. Google + is a social media website that allows users to create profiles and share content such as images, ideas and views with their followers. To ensure that users do not violate content agreement by posting nude photos, hate speech and such, Google + has a content review process. The content review process run by the Content Review Team (CRT) department is responsible for manually reviewing photos, profile pictures, posts, comments, pages, names and hashtags of its users from their day to day activities. Problems faced by the organization. 1. Lack of enough staff to conduct the process of content review during the weekend and holidays. 2. Poor process flow used by the content review tool used by the content review team. Impact of the problems of the organizational goals and objectives 2 The main goal of Google + is to provide a social media platform that is clean and well managed for its users. To do this, Google + has to streamline its content review process to ensure that the integrity of the social networking website is maintained at all times. The problems faced by the content review team including Lack of enough staff to conduct the process of content review during the weekend and holidays and Poor process flow used by the content review tool used by the content review team prevent the organization from achieving its objective. Because of lack of sufficient number of staff to review the content during the weekend, the Content Review Team is forced to prioritize on specific content like the like posts and photos as a result many reviews in other queues like profile pictures and comments keep getting accumulated in the queue bucket and are only worked on or cleared (emptied) on Mondays when the team lead realizes the need and pushes his/her entire content review team to put extra efforts to clear the queues, delaying manual review process by some hours which ultimately affects the quality of product and user experience as the review is still alive(visible) to public even if it might have/had violated the social networking site acceptable/allowable content policy. For example, a user posts a nude image or say a hate speech as his profile picture, as per the general content policy it should be reviewed and blocked so that it is not visible on the site but due to not having enough coverage on weekends and some special days the review would be still alive and visible to public until it is taken down on the full coverage day like Monday after weekends. 3 The direct implication of this is over a period of time the user migrates to a more clean, wellmanaged and efficient social networking site which gives him a good user experience so he don't have to see unwanted bad content while using the site. The second problem arises from poor process flow used by the content review tool and the content review team when reviewing the content. The tool has a separate queue for each type of content as mentioned above. The business requirement for most of the queues to be reviewed is from few minutes to an hour and the expected quality is 100%. Also, the tool follows a FCFS (queue) priority approach for the reviews which mean the next photo or posts in the queue will be reviewed only after reviewing the preceded review and also a single review is reviewed by at least three reviewers before passing it on to the second stage or final judgment This slows down the process of content review ,the direct implication of this is over a period of time the user migrates to a more clean, well-managed and efficient social networking site which gives him a good user experience so he don't have to see unwanted bad content while using the site. Proposed alternatives 1. Having a full team of content review staff specifically for the weekends and holidays. To solve the problem of lack of sufficient number of staff during the weekend, Google+ should hire and train a dedicated team of staff to work only during the weekend. 4 Advantages This team will be able to maintain the process of content review consistently and ensure that there is no prioritizing during the weekend. Limitations This will lead to more expenses in form of salaries for the whole team and training expenses. 1. Requesting the content tem to work full time during the weekends Another solution for the problem is to request the content review team to work overtime during the holidays and the weekends. Advantages More content will be reviewed during the weekend hence maintaining the integrity of the website Limitations More money will be spend paying for the overtime hours worked by the team 1. Changing the process flow of the employees and the tool The organization should find a way of changing the algorithm of the tool used by the content review team so that instead of processing data through queues, it processes in batch forms. Advantage -More data will be processed during the weekend and normal workdays -The speed at which data is processed will be increased. 5 Example of such technology is the technology used by Google spiders. They crawl over large volumes of data to come up with results that best march the search keywords. If such technology is implemented, the content review process will be reduced to search function. Selection and recommendation From the above solutions, the best fitted for the organization is 1. Requesting the content tem to work full time during the weekends 2. Changing the process flow of the employees and the tool Justification Requesting the content review team to work full time during the weekends and holidays will ensure that the content review process is fully functional during the weekend while changing the process flow of the employees and the content review tool will ensure that more content is covered, resulting to both efficient and accuracy. 1 Name Title: Proposed Solution to the Google+ Content Review Problem Background of the organization A social networking site called Google+ owned and operated by Google Inc., an American multinational technology company specializing in Internet related services and products has been running its content review process across various locations worldwide, one location among them is Hyderabad, India. Google + is a social media website that allows users to create profiles and share content such as images, ideas and views with their followers. To ensure that users do not violate content agreement by posting nude photos, hate speech and such, Google + has a content review process. The content review process run by the Content Review Team (CRT) department is responsible for manually reviewing photos, profile pictures, posts, comments, pages, names and hashtags of its users from their day to day activities. Problems faced by the organization. 1. Lack of enough staff to conduct the process of content review during the weekend and holidays. 2. Poor process flow used by the content review tool used by the content review team. Impact of the problems of the organizational goals and objectives 2 The main goal of Google + is to provide a social media platform that is clean and well managed for its users. To do this, Google + has to streamline its content review process to ensure that the integrity of the social networking website is maintained at all times. The problems faced by the content review team including Lack of enough staff to conduct the process of content review during the weekend and holidays and Poor process flow used by the content review tool used by the content review team prevent the organization from achieving its objective. Because of lack of sufficient number of staff to review the content during the weekend, the Content Review Team is forced to prioritize on specific content like the like posts and photos as a result many reviews in other queues like profile pictures and comments keep getting accumulated in the queue bucket and are only worked on or cleared (emptied) on Mondays when the team lead realizes the need and pushes his/her entire content review team to put extra efforts to clear the queues, delaying manual review process by some hours which ultimately affects the quality of product and user experience as the review is still alive(visible) to public even if it might have/had violated the social networking site acceptable/allowable content policy. For example, a user posts a nude image or say a hate speech as his profile picture, as per the general content policy it should be reviewed and blocked so that it is not visible on the site but due to not having enough coverage on weekends and some special days the review would be still alive and visible to public until it is taken down on the full coverage day like Monday after weekends. 3 The direct implication of this is over a period of time the user migrates to a more clean, wellmanaged and efficient social networking site which gives him a good user experience so he don't have to see unwanted bad content while using the site. The second problem arises from poor process flow used by the content review tool and the content review team when reviewing the content. The tool has a separate queue for each type of content as mentioned above. The business requirement for most of the queues to be reviewed is from few minutes to an hour and the expected quality is 100%. Also, the tool follows a FCFS (queue) priority approach for the reviews which mean the next photo or posts in the queue will be reviewed only after reviewing the preceded review and also a single review is reviewed by at least three reviewers before passing it on to the second stage or final judgment This slows down the process of content review ,the direct implication of this is over a period of time the user migrates to a more clean, well-managed and efficient social networking site which gives him a good user experience so he don't have to see unwanted bad content while using the site. Proposed alternatives 1. Having a full team of content review staff specifically for the weekends and holidays. To solve the problem of lack of sufficient number of staff during the weekend, Google+ should hire and train a dedicated team of staff to work only during the weekend. 4 Advantages This team will be able to maintain the process of content review consistently and ensure that there is no prioritizing during the weekend. Limitations This will lead to more expenses in form of salaries for the whole team and training expenses. 1. Requesting the content tem to work full time during the weekends Another solution for the problem is to request the content review team to work overtime during the holidays and the weekends. Advantages More content will be reviewed during the weekend hence maintaining the integrity of the website Limitations More money will be spend paying for the overtime hours worked by the team 1. Changing the process flow of the employees and the tool The organization should find a way of changing the algorithm of the tool used by the content review team so that instead of processing data through queues, it processes in batch forms. Advantage -More data will be processed during the weekend and normal workdays -The speed at which data is processed will be increased. 5 Example of such technology is the technology used by Google spiders. They crawl over large volumes of data to come up with results that best march the search keywords. If such technology is implemented, the content review process will be reduced to search function. Selection and recommendation From the above solutions, the best fitted for the organization is 1. Requesting the content tem to work full time during the weekends 2. Changing the process flow of the employees and the tool Justification Requesting the content review team to work full time during the weekends and holidays will ensure that the content review process is fully functional during the weekend while changing the process flow of the employees and the content review tool will ensure that more content is covered, resulting to both efficient and accuracy