#inside facebook

Wer löscht die Hasskommentare, Kinderpornos und Fake News auf Facebook? Im SZ-Magazin sprechen erstmals Mitarbeiter aus dem 600 Mann starken Löschteam in Berlin über ihre belastende Arbeit. Sie sind bei dem Dienstleister Arvato angestellt und fühlen sich nicht ausreichend unterstützt. Einblicke in einen grauenvollen Job und die streng geheimen Lösch-Regeln.

Von Till Krause und Hannes Grassegger

In unscheinbaren Büros in Berlin arbeiten 600 Leute unter Ausschluss der Öffentlichkeit an etwas, das 28 Millionen Menschen in Deutschland und 1,8 Milliarden auf der ganzen Welt betrifft: Was darf auf Facebook gezeigt werden – und was nicht? Erstmals sprechen Mitarbeiter des Löschteams über ihren psychisch belastenden Arbeitsalltag und die Lösch-Regeln, die Facebook bislang unter Verschluss gehalten hat.

Bereits seit Herbst 2015 lässt Facebook auch in Berlin Beiträge löschen, mit Hilfe der Bertelsmann-Firma Arvato. Doch Details zu den genauen Löschregeln oder zu Qualifikation und Arbeitsbedingungen der Mitarbeiter, die dort jeden gemeldeten Beitrag überprüfen, hat das Unternehmen selbst auf Druck des Bundesjustizministeriums nicht öffentlich gemacht. Reportern des SZ-Magazins ist es in monatelanger Recherche gelungen, mit vielen derzeitigen und ehemaligen Mitarbeitern der Berliner Löschtruppe zu sprechen.

Mitarbeiter klagen über schwere psychische Probleme

Den vom SZ-Magazin befragten Mitarbeitern ist es eigentlich verboten, mit Journalisten oder Behördenvertretern zu reden. Doch sie wollen ihre Arbeitsbedingungen öffentlich machen. Sie sind die unsichtbaren Leidtragenden, die für Facebook Inhalte möglichst schnell entfernen sollen – aber sich für diese Arbeit oft nicht ausreichend vorbereitet und psychologisch betreut fühlen. Viele berichten von Stress, Überlastung und unübersichtlichen Vorgaben, welche Inhalte gelöscht werden müssen und welche nicht. Viele klagen auch über schwere psychische Probleme, die durch das Sichten von oftmals schockierenden Inhalten wie Folter, Mord oder Kindsmissbrauch hervorgerufen werden. Mit ihren Problemen fühlen sich die Mitarbeiter alleingelassen – professionelle Hilfe stehe ihnen nicht ausreichend zur Verfügung.

Sie sagen unter anderem:

“Ich habe Sachen gesehen, die mich ernsthaft am Guten im Menschen zweifeln lassen. Folter und Sex mit Tieren.”

“Seit ich die Kinderpornovideos gesehen habe, könnte ich eigentlich Nonne werden – an Sex ist nicht mehr zu denken. Seit über einem Jahr kann ich mit meinem Partner nicht mehr intim werden. Sobald er mich berührt, fange ich an zu zittern.”

“Ich weiß, dass jemand diesen Job machen muss. Aber es sollten Leute sein, die dafür trainiert werden, denen geholfen wird und die man nicht einfach vor die Hunde gehen lässt wie uns.”

“Die Regeln waren kaum zu verstehen. Ich habe meinem Teamleiter gesagt: Das gibt’s doch nicht, das Bild ist total blutig und brutal, das sollte kein Mensch sehen müssen. Aber er meinte nur: Das ist deine Meinung. Aber du musst versuchen, so zu denken, wie Facebook es will. Wir sollten denken wie Maschinen.”

Die Vorgabe: etwa 2000 Beiträge pro Tag prüfen

Die Titelgeschichte des SZ-Magazins ist der erste Einblick in das verschwiegene Geschäft der Facebook-Content-Moderatoren in Berlin. Die Mitarbeiter berichten darin:

Mehr als 600 Menschen aus verschiedenen Ländern arbeiten in Berlin für Arvato im Auftrag von Facebook.

Es gibt unter anderem Teams für die Sprachen: Arabisch, Türkisch, Italienisch, Französisch. Viele der Angestellten sprechen kein Deutsch.

Das Gehalt liegt nur knapp über Mindestlohn.

Im arabischen Team arbeiten auch Flüchtlinge, die dem Krieg in Syrien entkommen sind und nun in Deutschland in Schichtarbeit Enthauptungsvideos und Terrorpropaganda sichten müssen.

Alle berichten von strengen, oft undurchsichtigen Vorschriften, die sich oft ändern.

Das Arbeitspensum der untersten Hierarchiestufen liegt bei etwa 2000 zu prüfenden Beiträgen pro Tag.

Höher gestellte Mitarbeiter, die auch Videos begutachten, haben nur etwa acht Sekunden Zeit für ihre Löschentscheidung.

Inside Facebook – English version

Lesen Sie hier die englische Version. Read the english version here. mehr …

Auch die geheimen Löschregeln, nach denen Inhalte bei Facebook entfernt werden müssen, liegen dem SZ-Magazin in großen Teilen vor. Es ist eine Art firmenintern definierte Form der Meinungsfreiheit, in dem der Konzern genau vorschreibt, was zensiert wird und was zirkulieren darf. Über die genaue Entstehung dieser Regeln macht Facebook grundsätzlich keine Angaben.

Das Regelwerk besteht aus Hunderten Beispielen und Details. Darin steht beispielsweise: Was auf dem Bild zu sehen ist, spiele keine Rolle, sondern nur die Kombination von Bild und Text. Als Beispiel werden Kommentare aufgezählt, die Gewalt bejubeln. Wenn jemand unter ein Foto eines Sterbenden schreibt: “Seht euch das an – so cool” oder “Fuck yeah” – nur dann müssen solche Bilder nach dieser Bestimmung gelöscht werden. Auch über den Umgang mit Fremdenhass finden sich konkrete Anweisungen in den Dokumenten. Stehen bleiben können etwa Sätze, die Migranten als “dreckige Diebe” bezeichnen, da nur die Zuschreibungen “Terrorist, Mörder oder Sexualstraftäter” von Facebook entfernt werden. Gelöscht werden müssen hingegen Sätze, die Migranten mit Dreck oder Ungeziefer vergleichen, aber nur, wenn dieser Vergleich als Substantiv erfolgt (“Migranten sind Dreck”).

Das SZ-Magazin hat Arvato einen schriftlichen Katalog mit 19 Fragen vorgelegt. Arvato erklärt dazu nur: “Unser Auftraggeber Facebook hat sich vorbehalten, alle Presseanfragen zu der Zusammenarbeit mit Arvato selbst zu bearbeiten.”

Auch Facebook Deutschland antwortet auf schriftliche Anfragen des SZ-Magazins meist nur unkonkret oder mit dem Satz: “Dazu machen wir keine Angaben.”

Wir werden aktuelle Entwicklungen und Stellungnahmen zur Titelgeschichte des SZ-Magazins unter dem Hashtag #insideFacebook sammeln.

Vertrauliche Hinweise oder Dokumente können Sie den Autoren als verschlüsselte Email schicken: [email protected] (PGP Key: E2B83AE4)

Im Netz des Bösen

“Ich habe Sachen gesehen, die mich ernsthaft am Guten im Menschen zweifeln lassen”, sagt ein Arvato-Mitarbeiter aus Facebooks Löschteam. Die große Reportage im SZ-Magazin blickt in eine verschlossene Welt. Von Hannes Grassegger und Till Krause, SZ-Magazin mehr… SZ-Magazin

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Der Beitrag Inside Facebook erschien zuerst auf Nachrichten von Heute.

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Since the light of day in regard to the email and chat-rooms, the internet has continued to provide ways for relatives to interact inclusive of per capita other. Dating websites popped out, social networking websites followed like MySpace and Friendster. Without distinction on the fastest growing and record nonordained websites today is Facebook.<\p>

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