TED2014
Del Harvey: Protecting Twitter users (sometimes from themselves)
Del Harvi (Del Harvey): Čudnovatost Tviterovih razmera
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Readability: 4.4
993,199 views
Kada se svakog sekunda objavi na stotine hiljada tvitova, šansa “jedna u million” – uključujući i ishode koji zvuče neverovatno, a koji mogu da naude korisnicima – dešava se 500 puta na dan. Za Del Harvi, vođu Tviterovog tima za poverenje i sigurnost, ovo nisu dobri izgledi. Ovaj ekspert za sigurnost provodi dane razmišljajući kako da spreči najgore moguće ishode, istovremeno dajući glas ljudima širom planete. Svojim sarkastičnim govorom pruža nam uvid u to kako održava 240 miliona korisnika sigurnim.
Del Harvey - Security maven
Del Harvey works to define policy and to ensure user safety and security in the challenging realm of modern social media. Full bio
Del Harvey works to define policy and to ensure user safety and security in the challenging realm of modern social media. Full bio
Double-click the English transcript below to play the video.
00:12
My job at Twitter
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Moj posao na Tviteru
00:14
is to ensure user trust,
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je da obezbedim poverenje korisnika,
00:16
protect user rights and keep users safe,
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da zaštitim prava korisnika
i da štitim korisnike
i da štitim korisnike
00:19
both from each other
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kako jedne od drugih
00:20
and, at times, from themselves.
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tako, ponekad i od sebe samih.
00:24
Let's talk about what scale looks like at Twitter.
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Pogledajmo koje su razmere Tvitera.
00:28
Back in January 2009,
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U januaru 2009.
00:31
we saw more than two million new tweets each day
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beležili smo svakodnevno više od
dva miliona novih tvitova
dva miliona novih tvitova
00:34
on the platform.
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na platformi.
00:36
January 2014, more than 500 million.
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Januara 2014, više od 500 miliona.
00:42
We were seeing two million tweets
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Beležili smo dva miliona tvitova
00:44
in less than six minutes.
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za manje od šest minuta.
00:47
That's a 24,900-percent increase.
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To je porast za 24.900 procenata.
00:54
Now, the vast majority of activity on Twitter
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Ogromna većina aktivnosti na Tviteru
00:57
puts no one in harm's way.
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ne ugrožava nikoga.
00:58
There's no risk involved.
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Nema nikakvog rizika.
01:00
My job is to root out and prevent activity that might.
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Moj posao je da iskorenim i
sprečim rizične aktivnosti.
sprečim rizične aktivnosti.
Zvuči jednostavno, zar ne?
01:06
Sounds straightforward, right?
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Pomislili biste čak i da je lako,
01:08
You might even think it'd be easy,
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01:09
given that I just said the vast majority
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ako, kao što sam rekla,
ogromna većina
ogromna većina
01:11
of activity on Twitter puts no one in harm's way.
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aktivnosti na Tviteru ne ugrožava nikoga.
01:15
Why spend so much time
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Zašto trošiti toliko vremena
01:17
searching for potential calamities
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tragajući za mogućim nedaćama
01:20
in innocuous activities?
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u bezazlenim aktivnostima?
01:23
Given the scale that Twitter is at,
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Uzimajući u obzir
trenutne razmere Tvitera,
trenutne razmere Tvitera,
01:26
a one-in-a-million chance happens
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prilika "jedna u milion" se dešava
01:28
500 times a day.
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500 puta u toku dana.
01:33
It's the same for other companies
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Isto je i s drugim kompanijama
01:35
dealing at this sort of scale.
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koje posluju u ovom obimu.
01:36
For us, edge cases,
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Za nas su granične situacije,
01:38
those rare situations that are unlikely to occur,
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one retke situacije što se
skoro nikad ne dešavaju
skoro nikad ne dešavaju
01:41
are more like norms.
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nešto poput zakonitosti.
01:44
Say 99.999 percent of tweets
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Recimo da 99.999 procenata tvitova
01:48
pose no risk to anyone.
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ne predstavljaju rizik ni za koga.
01:50
There's no threat involved.
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Nema opasnosti.
01:51
Maybe people are documenting travel landmarks
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Možda ljudi dokumentuju
znamenitosti s putovanja,
znamenitosti s putovanja,
01:54
like Australia's Heart Reef,
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poput australijskog grebena Hart,
01:56
or tweeting about a concert they're attending,
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ili tvituju o koncertu na kome su,
01:59
or sharing pictures of cute baby animals.
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ili dele slike slatkih mladunčadi.
02:03
After you take out that 99.999 percent,
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Nakon što eliminišete
taj procenat od 99.999,
taj procenat od 99.999,
02:08
that tiny percentage of tweets remaining
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taj sićušni procenat preostalih tvitova
02:11
works out to roughly
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ispada, otprilike,
02:14
150,000 per month.
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150.000 mesečno.
02:17
The sheer scale of what we're dealing with
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Sama razmera našeg posla
02:20
makes for a challenge.
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predstavlja izazov.
02:22
You know what else makes my role
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Znate šta još čini
02:23
particularly challenging?
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moj posao naročito izazovnim?
02:26
People do weird things.
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Ljudi rade čudne stvari.
02:32
(Laughter)
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(Smeh)
02:33
And I have to figure out what they're doing,
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A ja moram da prozrem šta to oni rade,
02:36
why, and whether or not there's risk involved,
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zašto i ima li ili nema rizika,
02:38
often without much in terms of context
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često bez ikakvog uvida u kontekst
02:40
or background.
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ili okolnosti.
02:42
I'm going to show you some examples
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Pokazaću vam neke primere
02:44
that I've run into during my time at Twitter --
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na koje sam naišla radeći u Tviteru -
02:46
these are all real examples —
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ovo su sve stvarni primeri -
02:48
of situations that at first seemed cut and dried,
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situacija koje su se u početku
činile jasnim poput dana
činile jasnim poput dana
02:50
but the truth of the matter was something
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ali istina je u suštini bila
02:52
altogether different.
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potpuno drugačija.
02:54
The details have been changed
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Detalji su izmenjeni kako bi se
02:56
to protect the innocent
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zaštitili nevini,
02:57
and sometimes the guilty.
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a ponekad i krivci.
03:00
We'll start off easy.
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Počećemo s lakim.
03:03
["Yo bitch"]
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["'De si kučko"]
03:05
If you saw a Tweet that only said this,
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Kad ugledate tvit koji saopštava samo ovo
03:08
you might think to yourself,
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možete da pomislite:
03:10
"That looks like abuse."
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"Ovo izgleda uvredljivo."
03:11
After all, why would you
want to receive the message,
want to receive the message,
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Konačno, zašto biste želeli
da primite poruku:
da primite poruku:
03:14
"Yo, bitch."
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" 'De si, kučko."
03:17
Now, I try to stay relatively hip
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Trudim se da budem u toku
03:21
to the latest trends and memes,
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sa poslednjim trendovima i mimovima,
03:24
so I knew that "yo, bitch"
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pa sam znala da je " 'De si, kučko"
03:27
was also often a common greeting between friends,
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takođe čest pozdrav među prijateljima,
03:30
as well as being a popular "Breaking Bad" reference.
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ali i popularna replika iz
serije "Breaking Bad".
serije "Breaking Bad".
03:34
I will admit that I did not expect
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Priznaću da nisam očekivala
03:36
to encounter a fourth use case.
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da ću se susresti sa
četvrtom mogućnošću upotrebe.
četvrtom mogućnošću upotrebe.
03:39
It turns out it is also used on Twitter
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Ispostavilo se da se izraz
takođe koristi na Tviteru
takođe koristi na Tviteru
03:42
when people are role-playing as dogs.
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kada se ljudi pretvaraju da su psi.
03:45
(Laughter)
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(Smeh)
03:51
And in fact, in that case,
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I zapravo, u tom slučaju,
03:52
it's not only not abusive,
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ne samo da nije uvredljivo
03:54
it's technically just an accurate greeting.
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već je tehnički ispravan pozdrav.
03:57
(Laughter)
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(Smeh)
04:00
So okay, determining whether or not
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U redu, odrediti da li je ili nije
04:02
something is abusive without context,
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nešto uvredljivo bez konteksta
04:04
definitely hard.
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definitivno je teško.
04:06
Let's look at spam.
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Pogledajmo spam.
04:08
Here's an example of an account engaged
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Ovo je primer naloga koji se ponaša
04:10
in classic spammer behavior,
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poput klasičnog spamera,
04:12
sending the exact same message
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šalje identičnu poruku
04:13
to thousands of people.
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hiljadama ljudi.
04:15
While this is a mockup I put
together using my account,
together using my account,
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Dok je ovo model koji sam
napravila koristeći svoj nalog,
napravila koristeći svoj nalog,
04:18
we see accounts doing this all the time.
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viđamo naloge koji ovo konstantno rade.
04:21
Seems pretty straightforward.
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Čini se prilično očiglednim.
04:23
We should just automatically suspend accounts
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Trebalo bi da odmah suspendujemo naloge
04:25
engaging in this kind of behavior.
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koji se ponašaju na ovaj način.
04:28
Turns out there's some exceptions to that rule.
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Ispostavilo se da postoje
izuzeci ovom pravilu.
izuzeci ovom pravilu.
04:32
Turns out that that message
could also be a notification
could also be a notification
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Ispada da ova poruka može,
takođe, da bude podsetnik
takođe, da bude podsetnik
04:35
you signed up for that the International
Space Station is passing overhead
Space Station is passing overhead
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za prolazak Internacionalne kosmičke
stanice iznad vas, koji ste zahtevali
stanice iznad vas, koji ste zahtevali
04:38
because you wanted to go outside
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jer ste želeli da izađete napolje
04:40
and see if you could see it.
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i proverite da li je možete videti.
Nećete imati priliku za to
04:42
You're not going to get that chance
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04:43
if we mistakenly suspend the account
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ako greškom suspendujemo taj nalog
04:45
thinking it's spam.
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misleći da je spam.
04:48
Okay. Let's make the stakes higher.
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Okej. Podignimo uloge.
04:51
Back to my account,
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Nazad na moj nalog,
04:53
again exhibiting classic behavior.
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ponovo imamo klasični vid ponašanja.
04:56
This time it's sending the same message and link.
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Ovog puta korisnik šalje
istu poruku i link.
istu poruku i link.
04:59
This is often indicative of
something called phishing,
something called phishing,
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Ovo je često indikator
takozvanog "pecanja" (phishing),
takozvanog "pecanja" (phishing),
05:02
somebody trying to steal another
person's account information
person's account information
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neko pokušava da ukrade
informacije s nečijeg naloga
informacije s nečijeg naloga
05:05
by directing them to another website.
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tako što ga usmerava na drugi vebsajt.
05:07
That's pretty clearly not a good thing.
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Prilično je jasno da to nije dobro.
Mi želimo, i hoćemo da suspendujemo naloge
05:11
We want to, and do, suspend accounts
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05:13
engaging in that kind of behavior.
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koji se ponašaju na ovaj način.
05:16
So why are the stakes higher for this?
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Zašto je onda ulog veći
u ovom slučaju?
u ovom slučaju?
05:19
Well, this could also be a bystander at a rally
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Jer bi ovo mogao da bude
i posmatrač na mitingu
i posmatrač na mitingu
05:22
who managed to record a video
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koji je uspeo da napravi snimak
05:24
of a police officer beating a non-violent protester
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u kome policijski zvaničnik
tuče nenasilnog protestanta
tuče nenasilnog protestanta
05:27
who's trying to let the world know what's happening.
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i sada pokušava da objavi
svetu šta se dešava.
svetu šta se dešava.
05:30
We don't want to gamble
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Ne želimo da se kockamo
05:32
on potentially silencing that crucial speech
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s mogućnošću gušenja tog
ključnog govora
ključnog govora
05:35
by classifying it as spam and suspending it.
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tako što ćemo ga odrediti
kao spam i suspendovati.
kao spam i suspendovati.
05:38
That means we evaluate hundreds of parameters
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Ovo znači da moramo da procenimo
na stotine parametara
na stotine parametara
05:40
when looking at account behaviors,
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kada posmatramo ponašanje naloga,
05:42
and even then, we can still get it wrong
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a čak i tada možemo da pogrešimo
05:44
and have to reevaluate.
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i moramo sve da prevrednujemo.
05:46
Now, given the sorts of challenges I'm up against,
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Uzimajući u obzir izazove
s kojima se suočavam,
s kojima se suočavam,
05:50
it's crucial that I not only predict
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od presudne je važnosti da
pored predviđanja
pored predviđanja
05:53
but also design protections for the unexpected.
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takođe dizajniram i zaštitu
od neočekivanog.
od neočekivanog.
05:57
And that's not just an issue for me,
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A to nije od presudne
važnosti samo za mene,
važnosti samo za mene,
05:59
or for Twitter, it's an issue for you.
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ili za Tviter, to je važno i za vas.
06:01
It's an issue for anybody who's building or creating
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To je od značaja za svakoga
ko gradi ili stvara
ko gradi ili stvara
nešto što smatra da će da bude izuzetno
06:03
something that you think is going to be amazing
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06:05
and will let people do awesome things.
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i pomoću čega će ljudi
činiti izuzetne svari.
činiti izuzetne svari.
06:08
So what do I do?
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Dakle, šta ja radim?
06:11
I pause and I think,
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Zaustavim se i mislim,
06:14
how could all of this
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kako bi sve ovo
06:16
go horribly wrong?
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moglo poći po zlu?
06:20
I visualize catastrophe.
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Zamišljam katastrofu.
06:25
And that's hard. There's a sort of
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A to je teško.
Postoji nekakav
Postoji nekakav
06:27
inherent cognitive dissonance in doing that,
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urođeni kognitivni nesklad u tom činu,
06:30
like when you're writing your wedding vows
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kao kad pišete bračne zavete
06:32
at the same time as your prenuptial agreement.
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istovremeno sa predbračnim ugovorom.
06:34
(Laughter)
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(Smeh)
06:36
But you still have to do it,
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No ipak to morate učiniti,
06:38
particularly if you're marrying
500 million tweets per day.
500 million tweets per day.
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naročito ako se venčavate
sa 500 miliona tvitova dnevno.
sa 500 miliona tvitova dnevno.
06:43
What do I mean by "visualize catastrophe?"
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Šta podrazumevam pod
"zamišljanjem katastrofe"?
"zamišljanjem katastrofe"?
06:46
I try to think of how something as
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Pokušavam da zamislim kako nešto
bezazleno poput slike mačke
06:49
benign and innocuous as a picture of a cat
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može da dovede do smrti
06:52
could lead to death,
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06:53
and what to do to prevent that.
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i kako to da sprečim.
06:55
Which happens to be my next example.
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To bi bio moj sledeći primer.
06:58
This is my cat, Eli.
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Ovo je moja mačka, Ilaj.
Želeli smo da damo
mogućnost korisnicima
mogućnost korisnicima
07:01
We wanted to give users the ability
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07:03
to add photos to their tweets.
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da dodaju slike svojim tvitovima.
07:05
A picture is worth a thousand words.
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Slika vredi hiljadu reči.
07:07
You only get 140 characters.
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Imate samo 140 karaktera.
07:09
You add a photo to your tweet,
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Dodate sliku uz tvit,
07:10
look at how much more content you've got now.
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i gle koliko dodatnog
sadržaja sad imate.
sadržaja sad imate.
Postoji mnogo izuzetnih stvari koje
07:13
There's all sorts of great things you can do
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07:14
by adding a photo to a tweet.
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možete postići dodavanjem slike tvitu.
07:16
My job isn't to think of those.
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Moj posao nije da mislim o tome,
07:19
It's to think of what could go wrong.
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već da mislim šta bi moglo
da krene naopako.
da krene naopako.
07:22
How could this picture
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Kako ova slika može
07:23
lead to my death?
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da uzrokuje moju smrt?
07:27
Well, here's one possibility.
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Pa, evo jedne od mogućnosti.
07:30
There's more in that picture than just a cat.
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Nije samo mačka na ovoj slici.
07:33
There's geodata.
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Tu su i geopodaci.
07:35
When you take a picture with your smartphone
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Kada fotografišete svojim telefonom
07:37
or digital camera,
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ili digitalnim aparatom,
07:39
there's a lot of additional information
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mnogo je dodatnih informacija
07:40
saved along in that image.
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sačuvano sa slikom.
07:42
In fact, this image also contains
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Zapravo, ova slika takođe sadrži
07:44
the equivalent of this,
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ekvivalent ovoga,
07:46
more specifically, this.
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preciznije ovoga.
07:49
Sure, it's not likely that someone's going to try
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Naravno, teško da će neko pokušati
07:51
to track me down and do me harm
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da me nađe i povredi
07:53
based upon image data associated
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na osnovu podataka uzetih
07:55
with a picture I took of my cat,
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uz pomoć slike moje mačke,
07:57
but I start by assuming the worst will happen.
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ali ja polazim od pretpostavke
da će se najgore desiti.
da će se najgore desiti.
08:01
That's why, when we launched photos on Twitter,
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Zato, kada smo pokrenuli
opciju dodavanja slika,
opciju dodavanja slika,
08:03
we made the decision to strip that geodata out.
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odlučili smo da uklonimo geopodatke.
08:07
(Applause)
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(Aplauz)
08:13
If I start by assuming the worst
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Ukoliko počnem s pretpostavkom
o najgorem ishodu
o najgorem ishodu
08:15
and work backwards,
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i radim unazad,
08:16
I can make sure that the protections we build
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mogu da budem sigurna
da će izgrađena zaštita
da će izgrađena zaštita
08:19
work for both expected
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funkcionisati, kako u predviđenim,
08:20
and unexpected use cases.
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tako i u nepredviđenim slučajevima.
08:22
Given that I spend my days and nights
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S obzirom na to da provodim dane i noći
08:25
imagining the worst that could happen,
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zamišljajući najgore ishode
08:28
it wouldn't be surprising if
my worldview was gloomy.
my worldview was gloomy.
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ne bi bilo iznenađujuće ako
bi moj pogled na svet bio mračan.
bi moj pogled na svet bio mračan.
08:32
(Laughter)
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(Smeh)
08:34
It's not.
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Nije.
08:35
The vast majority of interactions I see --
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Ogromna većina interakcije koju vidim -
08:39
and I see a lot, believe me -- are positive,
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a vidim je mnogo, verujte mi -
je pozitivna.
je pozitivna.
08:43
people reaching out to help
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Ljudi se javljaju da pomognu
08:45
or to connect or share information with each other.
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ili da se povežu ili da podele
informacije jedni s drugima.
informacije jedni s drugima.
08:49
It's just that for those of us dealing with scale,
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Samo mi, koji se bavimo
ovolikim ciframa,
ovolikim ciframa,
08:52
for those of us tasked with keeping people safe,
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samo mi, čiji je zadatak da
ljude činimo bezbednim,
ljude činimo bezbednim,
08:56
we have to assume the worst will happen,
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mi moramo da pretpostavljamo najgore,
08:58
because for us, a one-in-a-million chance
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jer je za nas šansa "jedna u milion"
09:02
is pretty good odds.
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poprilična izvesnost.
09:05
Thank you.
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Hvala vam.
09:07
(Applause)
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(Aplauz)
ABOUT THE SPEAKER
Del Harvey - Security mavenDel Harvey works to define policy and to ensure user safety and security in the challenging realm of modern social media.
Why you should listen
As Senior Director of Trust and Safety at Twitter, Del Harvey works to define policy and to ensure user safety and security in the challenging realm of modern social media. Prior to joining Twitter, she spent five years as the co-administrator and law enforcement liaison for a 501(c)3 non-profit charity, working with agencies ranging from local police departments to the FBI, U.S. Marshals and the Secret Service.
Del Harvey | Speaker | TED.com