This talk is part of a two-presentation session running from 2:50 PM - 3:40 PM. The session will feature two presentations back-to-back, with Q&A after each presentation.
To encourage industry investment in Trust & Safety, business leaders need to understand how safety generates value. Measuring the business impact of safety goes beyond counting costs; it requires a deep understanding of how the presence of harmful content affects customers’ experiences, ranging from creators to consumers to advertisers. It also requires quasi-experimental research methods to quantify the impact. This talk will present a research initiative at Spotify to measure how safety directly affects business value. We use methods from different social science research disciplines to forecast the long-term impact of safety investments, and ensure any business impact can be directly attributed to these investments. The presentation will share the framework and methods we use to not only measure business impact but inform strategic decisions about how company leaders should invest in safety. We’ll include illustrative examples of how different research findings can lead to drastically different safety investments.