This talk is part of the TrustCon 2024 Policy & Product Lightning Talk session. Lightning talk sessions are 50 minutes long, featuring a series of short 5-7 minute talks back-to-back in the same room, followed by Q&A at the end.
Safety metrics often seem disjointed, varying across teams and isolated from top-line business objectives and user metrics. Frontline teams prioritize ticket efficiency, while ML/Tech teams focus on content detection algorithms. Additionally, Safety teams rely on user research and surveys, yet integrating these with logged data presents challenges. The question arises: how can we connect these metrics? How can teams working towards safety unite behind Northstar metrics and align their individual goals accordingly? This framework aims to tackle these intricate questions. By leveraging this framework as a starting point and customizing it to fit their unique business strategy, companies can gain a comprehensive understanding of safety operations (both human and tech) on their platform. Ultimately, this framework can help them tie their safety work back to the user experiences in their product, providing a fuller picture of impact and opportunity areas