Lessons Learned While Working on Online Teen Bullying
Published alongside his 2023 Senate testimony, this essay summarizes what Béjar says his team learned over roughly six years building tools to help teens dealing with online bullying and harassment at Facebook — work he refers to internally as 'Compassion' work. He writes that most content teens flagged as their most upsetting experiences did not technically violate platform policy, that immediate, validating support mattered more to teens than delayed content moderation, and that giving teens more relevant, specific reporting options sharply increased how many completed a request for help. He recommends that companies build emotional-support tooling in partnership with outside behavioral experts and treat safety features as a baseline requirement for operating any teen-facing product.
Redesigning in-app support flows to better match teens' actual experience raised completion rates among 13–14-year-olds from about 11% to about 82%, Béjar writes, describing his earlier Facebook Protect & Care work.
Bejar, Arturo. 'Lessons Learned While Working on Online Teen Bullying.' Supporting document, arturobejar.org, published with Senate testimony, November 7, 2023.