Category: Policy

Policy at scale: What makes an actionable complaint?

Here’s something that you may not know about abuse desks: they’re busy. The further up the “food chain” that you get, the smaller the relative number of complaints that you’ll see, but almost any abuse desk is going to be dealing in at least several thousands of complaints per year. Dealing with complaints, then, is… Read More

Policy Practicum: COVID-19

How does general policy change in the face of a known health emergency? It’s a really tough question that can be fraught with pitfalls and emotions. So, this will be the very first of an intermittent series of posts covering the policy implications of things happening in real life. First, a disclaimer I feel the… Read More

Policy at scale: It both is and is not about the customer

There’s an old quote sometimes (mis)attributed to Stalin: “The death of one man is a tragedy, the death of millions is a statistic” ​(Wikiquote contributors 2020)​. The same thing holds true when it comes to policy enforcement: A single customer can be watched carefully but hundreds or thousands of customers fall to statistics. Mass detection… Read More

Policy at scale: The purpose of a policy is protection

The purpose of a written policy is to protect the provider by protecting the customer. Stated policies — especially in written form — provide a baseline of expected behavior that other people on the Internet can look toward. So, customers, prospects, recipients, and other providers are able to see what standards apply to the use… Read More

Policy at scale: Understanding the issue

One of the more difficult things to consider is how policies scale when you are talking about sending millions or billions of messages per day. But, being able to scale your policies to go along with your business is an important consideration. I generally operate with a rule of thumb that any direct complaint (where… Read More