I
n fact, I often study their non-response to very public issues.
Yesterday, October 21, 2024, Fortune broke a story about a college student who
gained fame for tracking private jets whose Threads accounts were gone
overnight. Quietly suspended, with no message to the user – just a black screen when he logged on.
The Tension Between Free Speech and Safety Freedom of speech is a core value of our Nation, I served in the military to defend that right.
But to balance freedom of speech in a world of new threats, Meta also has to consider the potential consequences of information sharing.
In the case of tracking private jets, there are legitimate concerns over privacy and personal safety—especially for people in high-profile positions. While tracking flights using publicly available FAA information to follow Taylor Swift and Elon Musk might not seem harmful at first glance, it is.
This summer’s foiled terrorism plot targeting Taylor Swift’s Vienna shows had ISIS links.
Meta’s decision to suspend some flight tracking accounts could be seen as an attempt to mitigate risks to personal safety, but it likely will face criticism for curbing free speech.
This scenario emphasizes the importance of clear, well-cut messaging to avoid further backlash and maintain trust
Crisis Communication Considerations
- Transparency: At the time the accounts were suspended, a message should have been sent to the user explaining Meta’s concern over the personal safety of those targeted by the accounts. Public statements to should also go out with the same explanation.
- Empathy: Given the public’s sensitivity to both privacy and free speech issues, Meta should acknowledge the concerns on both sides. Expressing empathy toward individuals who feel their safety is compromised and those who believe their right to share public information is restricted can go a long way.
- Proactive Communication: Meta should address potential misinformation and explain the nuances of its policies on account suspensions related to personal safety and privacy. Being proactive rather than reactive will help control the narrative. Given the article posted in the evening, I am sure they didn’t have enough time to write a response before the reporter posted the article, as bloggers are under ‘first to break the story’ deadlines.
- Safety vs. Censorship: Meta’s communication must delicately balance the line between ensuring personal safety and avoiding accusations of censorship. By highlighting how policies are in place to protect individuals from harm, Meta can frame its decision as one based on safety rather than stifling speech.
Sample Statements Meta Could Provide
- Initial Response: “Meta is committed to fostering a safe and respectful environment for all users. After careful review, we suspended several accounts on Threads due to concerns over personal safety and privacy related to the tracking of private jets. While the information shared was publicly accessible, we take steps to prevent the potential misuse of data that could compromise individuals’ safety.”
- Addressing Freedom of Speech Concerns: “Meta supports the freedom of expression and the sharing of public information on its platforms. However, we must also consider the impact on personal safety, especially when public information is used in ways that could put individuals at risk. We strive to maintain a balance between enabling free speech and protecting the safety and privacy of our users. We encourage open dialogue on this issue and are continuously refining our policies to reflect the evolving digital landscape.”
- Clarifying Policy Guidelines: “Our Community Guidelines are designed to protect all users, including those who may be exposed to heightened risks. In this case, we determined that the accounts in question posed a risk to the safety and privacy of individuals being tracked. Our decision was based on an evaluation of these risks and is in line with our ongoing commitment to safeguarding personal security. We encourage users to review our guidelines to better understand how we balance freedom of expression with safety.”
- Offering a Path Forward: “We are always reviewing our policies to ensure they evolve with the needs of our community. We invite users to participate in this process by providing feedback on how we can better address the intersection of free speech and safety concerns. At Meta, our goal is to create a space where people can share information freely while respecting the privacy and safety of others.”
Meta likely won’t take any of this free advice, and chances are, if you are in public relations working at Meta, you already offered these potential statements and solutions.
I can’t imagine the difficult position they are in as Meta manages the cutting edge of human communication. But to maintain our freedom of speech and enable our democracy to continue to forge ahead, these challenging dinner-table discussions must be had.
Resource: Fortune
Resource: CNN
