Accountability Report 2.0

Executive Summary

This report presents the findings and analysis of the Internet Commission’s second reporting cycle. It looks at how organisational cultures, systems and processes shape online experiences and how they comprise ethical business practice. 

We focus on internet safety, freedom of speech and the ways in which decisions are made about content, contact and conduct online. We found that leading organisations (i) value the voice of their users, (ii) demonstrate coordinated oversight to anticipate negative impacts, and (iii) use innovation to balance safety and freedom online.

Our Evaluation Framework has evolved based on learning from the first reporting cycle, important policy developments and feedback from experts. The resulting second framework comprises four sections: Organisation, people and governance; Content moderation; Automation; and Safety. Based on an in-depth evaluation process, we use an organisational maturity model to scale the maturity of organisations and their trust and safety practices. We identify common challenges, and observed patterns, before detailing a total of 46 practices.

Our analysis explains how these practices determine the impact organisations have on individuals and society. The effects of some practices are external to organisations: reinforcing user agency, raising expectations and standards of individual behaviour, and shaping positive online experiences. The effects of others are internal, building and integrating an organisation’s capacity for ethical business practice and leadership across its various business operations. 

We conclude by discussing three emergent themes. First, the importance of engaging users in the strategic shaping of policy. Second, the need for deliberate oversight to take responsibility for social impact. Third, the role of innovation in delivering both safety and freedom in the online and offline world. 

We look forward to discussing our work and building on our findings and analysis.