Google, Facebook, and Twitter are platforms. So are some retail sites. What does that mean? It means that they provide the means for people to use their technology to create things for themselves. Most of the time, this is a good thing. People can communicate in ways they never could before such platforms. Likewise, people can sell things to people they never could.
Now these platforms are in a bind, as you can see in this piece and in other places: Google, Facebook, and Twitter Sell Hate Speech Targeted Ads. They are in a bind partly due to their own approach, by boasting of their ability to use AI to stop such things. They should have been much more humble. AI as it currently stands will only take you so far. Instead of relying on things like AI, they need to have better governance mechanisms in place. Governance is a cost of organizations, and often times organizations don’t insert proper governance until flaws like this start to occur.
That said, this particular piece has several weaknesses. First up, this comment: “that the companies are incapable of building their systems to reflect moral values”. It would be remarkable for global companies to build systems to reflect moral values when even within individual nations there is conflicts regarding such values. Likewise the statement: “It seems highly unlikely that these platforms knowingly allow offensive language to slip through the cracks”. Again, define offensive language at a global level. To make it harder still, trying doing it with different languages and different cultures. The same thing occurs on retail sites when people put offensive images on T shirts. For some retail systems no one from the company that own the platform takes time to review every product that comes in.
And that gets to the problem. All these platforms could be mainly content agnostic, the way the telephone system is platform agnostic. However people are expecting them to insert themselves and not be content agnostic. Once that happens, they are going to be in an exceptional bind. We don’t live in a homogenous world where everyone shares the same values. Even if they converted to non-profits and spent a lot more revenue on reviewing content, there would still be limits to what they could do.
To make things better, these platforms need to be humble and realistic about what they can do and communicate that consistently and clearly with the people that use these systems. Otherwise, they are going to find that they are going to be governed in ways they are not going to like. Additionally, they need to decide what their own values are and communicate and defend them. They may lose users and customers, but the alternative of trying to be different things in different places will only make their own internal governance impossible.