Response to client after an unsuccessful attempt at escalation with social media platforms
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Content Restoration - Unsuccessful Escalation

Response to client after an unsuccessful attempt at escalation with social media platforms

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Dear [$NAME],

My name is [$HANDLER_NAME], and I’m part of Access Now Digital Security Helpline. Thank you for reaching out.

We have reviewed and escalated your request to [list the platform]. However, in their response, they confirmed that the piece of content in question indeed violates the platform’s policies and therefore cannot be restored. Unfortunately, there is nothing else the Digital Security Helpline can do to assist you in this particular case.

Please note that at Access Now we are concerned about the practices and policies governing content online. Part of our policy work includes providing recommendations to social media platforms to improve their response to content moderation issues, including ensuring that their decisions conform to the principles of transparency and proportionality, and that they provide direct access to an effective remedy for all users. The protection of your human rights, both online and off, is the utmost priority for us. Thus, we strongly encourage platforms to comply with international human rights law when crafting and deploying their content moderation practices. You can read more in detail about our work on a human rights-based approach to content governance here (hyperlink to our upcoming report)

If you would like to provide feedback on the Digital Security Helpline please feel free to follow this survey:

https://form.accessnow.org/index.php/958432/newtest/Y?958432X2X19={$Ticket->id}

Kind regards,

[IH’s Name]