Keith Coleman: evaluation

Transcript context

…Another question, you touched on this a little bit, which is around navigating the existing trust and safety apparatus of Twitter, which as you described, basically, previously, it was like we make decisions on what is true and not, and every company works this way, you guys basically upended that like, here's a completely different way, you have no control over what we say is true or not. Talk about just that experience of overcoming that, I imagine, very difficult hurdle of like, okay, forget all that, we're going to do it totally different. Yeah, it was definitely, what we were proposing was very different. I will say that I think people were sort of open-minded to it, generally speaking, and I think everyone had a sense that what was being done at the time wasn't really working that well or solving the problem, and people were open to new ideas, so that's a good foundation. But I think one thing we did that was probably very helpful in that is we wanted the product to prove itself at any point. First it had to prove that people could possibly find notes helpful, then it had to prove that people could possibly write these notes that would be good quality. And so anytime that we were proposing doing something with the product, like running some research test, or running the pilot, or expanding the pilot, we always had the data that had convinced us that that was a good decision, like we were stepping into the next phase of expansion that made sense. And so I think we probably rarely proposed anything that seemed unwise, because we were holding such a high bar for quality ourselves, and I suspect that went a long way. So it's partly, what I'm hearing is, take it step by step to prove this is actually working, and partly be confident it is working to yourself before you try to convince the trust and safety team this is the way to go.…

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