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    How Facebook Failed to Stem Racist Abuse of England’s Soccer Players

    In May 2019, Facebook asked the organizing bodies of English soccer to its London offices off Regent’s Park. On the agenda: what to do about the growing racist abuse on the social network against Black soccer players.At the meeting, Facebook gave representatives from four of England’s main soccer organizations — the Football Association, the Premier League, the English Football League and the Professional Footballers’ Association — what they felt was a brushoff, two people with knowledge of the conversation said. Company executives told the group that they had many issues to deal with, including content about terrorism and child sex abuse.A few months later, Facebook provided soccer representatives with an athlete safety guide, including directions on how players could shield themselves from bigotry using its tools. The message was clear: It was up to the players and the clubs to protect themselves online.The interactions were the start of what became a more than two-year campaign by English soccer to pressure Facebook and other social media companies to rein in online hate speech against their players. Soccer officials have since met numerous times with the platforms, sent an open letter calling for change and organized social media boycotts. Facebook’s employees have joined in, demanding that it to do more to stop the harassment.The pressure intensified after the European Championship last month, when three of England’s Black players were subjected to torrents of racial epithets on social media for missing penalty kicks in the final game’s decisive shootout. Prince William condemned the hate, and the British prime minister, Boris Johnson, threatened regulation and fines for companies that continued to permit racist abuse. Inside Facebook, the incident was escalated to a “Site Event 1,” the equivalent of a companywide five-alarm fire.Jadon Sancho, who missed a penalty kick during England’s loss in the European Championship final last month, was embraced by the team’s manager, Gareth Southgate.Pool photo by Laurence GriffithsYet as the Premier League, England’s top division, opens its season on Friday, soccer officials said that the social media companies — especially Facebook, the largest — hadn’t taken the issue seriously enough and that players were again steeling themselves for online hate.“Football is a growing global market that includes clubs, brands, sponsors and fans who are all tired of the obvious lack of desire from the tech giants to develop in-platform solutions for the issues we are dealing with daily,” said Simone Pound, head of equality, diversity and inclusion for the Professional Footballers’ Association, the players’ union.The impasse with English soccer is another instance of Facebook’s failing to solve speech problems on its platform, even after it was made aware of the level of abuse. While Facebook has introduced some measures to mitigate the harassment, soccer officials said they were insufficient.Social media companies aren’t doing enough “because the pain hasn’t become enough for them,” said Sanjay Bhandari, the chair of Kick It Out, an organization that supports equality in soccer.This season, Facebook is trying again. Its Instagram photo-sharing app rolled out new features on Wednesday to make racist material harder to view, according to a blog post. Among them, one will let users hide potentially harassing comments and messages from accounts that either don’t follow or recently followed them.“The unfortunate reality is that tackling racism on social media, much like tackling racism in society, is complex,” Karina Newton, Instagram’s global head of public policy, said in a statement. “We’ve made important strides, many of which have been driven by our discussions with groups being targeted with abuse, like the U.K. football community.”But Facebook executives also privately acknowledge that racist speech against English soccer players is likely to continue. “No one thing will fix this challenge overnight,” Steve Hatch, Facebook’s director for Britain and Ireland, wrote last month in an internal note that The Times reviewed.Some players appear resigned to the abuse. Four days after the European Championship final, Bukayo Saka, 19, one of the Black players who missed penalty kicks for England, posted on Twitter and Instagram that the “powerful platforms are not doing enough to stop these messages” and called it a “sad reality.”Around the same time, Facebook employees continued to report hateful comments to their employer on Mr. Saka’s posts in an effort to get them taken down. One that was reported — an Instagram comment that read, “Bro stay in Africa” — apparently did not violate the platform’s rules, according to the automated moderation system. It stayed up.#EnoughMuch of the racist abuse in English soccer has been directed at Black superstars in the Premier League, such as Raheem Sterling and Marcus Rashford. About 30 percent of players in the Premier League are Black, Mr. Bhandari said.Over time, these players have been harassed at soccer stadiums and on Facebook, where users are asked to provide their real names, and on Instagram and Twitter, which allows users to be anonymous. In April 2019, fed up with the behavior, some players and two former captains of the national team, David Beckham and Wayne Rooney, took part in a 24-hour social media boycott, posting red badges on Instagram, Twitter and Facebook with the hashtag #Enough.A month later, English soccer officials held their first meeting with Facebook — and came away disappointed. Facebook said that “feedback from the meeting was taken on board and influenced further policy, product and enforcement efforts.”Tensions ratcheted up last year after the police killing of George Floyd in Minneapolis. When the Premier League restarted in June 2020 after a 100-day coronavirus hiatus, athletes from all 20 clubs began each match by taking a knee. Players continued the symbolic act last season and said they would also kneel this season.That has stoked more online abuse. In January, Mr. Rashford used Twitter to call out “humanity and social media at its worst” for the bigoted messages he had received. Two of his Manchester United teammates, who are also Black, were targeted on Instagram with monkey emojis — which are meant to dehumanize — after a loss.Inside Facebook, employees took note of the surge in racist speech. In one internal forum meant for flagging negative press to the communications department, one employee started cataloging articles about English soccer players who had been abused on Facebook’s platforms. By February, the list had grown to about 20 different news clips in a single month, according to a company document seen by The Times.Marcus Rashford kneeling in support of the Black Lives Matter movement before a Manchester United match in March.Pool photo by Peter PowellEnglish soccer organizations continued meeting with Facebook. This year, organizers also brought Twitter into the conversations, forming what became known as the Online Hate Working Group.But soccer officials grew frustrated at the lack of progress, they said. There was no indication that Facebook’s and Twitter’s top leaders were aware of the abuse, said Edleen John, who heads international relations and corporate affairs for the Football Association, England’s governing body for the sport. She and others began discussing writing an open letter to Mark Zuckerberg and Jack Dorsey, the chief executives of Facebook and Twitter.“Why don’t we try to communicate and get meetings with individuals right at the top of the organization and see if that will make change?” Ms. John said in an interview, explaining the thinking.In February, the chief executives of the Premier League, the Football Association and other groups published a 580-word letter to Mr. Zuckerberg and Mr. Dorsey accusing them of “inaction” against racial abuse. They demanded that the companies block racist and discriminatory content before it was sent or posted. They also pushed for user identity verification so offenders could be rooted out.But, Ms. John said, “we didn’t get a response” from Mr. Zuckerberg or Mr. Dorsey. In April, English soccer organizations, players and brands held a four-day boycott of social media.Twitter, which declined to comment, said in a blog post about racism on Tuesday that it had been “appalled by those who targeted players from the England football team with racist abuse following the Euro 2020 Final.”Messages of support adorning a mural of Mr. Rashford that was defaced after Italy defeated England for the European championship.Lindsey Parnaby/Agence France-Presse — Getty ImagesAt Facebook, members of the policy team, which sets the rules around what content stays up or comes down, pushed back against the demands from soccer officials, three people with knowledge of the conversations said.They argued that terms or symbols used for racist abuse — such as a monkey emoji — could have different meanings depending on the context and should not be banned completely. Identity verification could also undermine anonymity on Instagram and create new problems for users, they argued.In April, Facebook announced a privacy setting called Hidden Words to automatically filter out messages and comments containing offensive words, phrases and emojis. Those comments cannot then be easily seen by the account user and will be hidden from those who follow the account. A month later, Instagram also began a test that allowed a slice of its users in the United States, South Africa, Brazil, Australia and Britain to flag “racist language or activity,” according to documents reviewed by The Times.The test generated hundreds of reports. One internal spreadsheet outlining the results included a tab titled “Dehumanization_Monkey/Primate.” It had more than 30 examples of comments using bigoted terms and emojis of monkeys, gorillas and bananas in connection with Black people.‘The Onus Is on Them’In the hours after England lost the European Championship final to Italy on July 11, racist comments against the players who missed penalty kicks — Mr. Saka, Mr. Rashford and Jadon Sancho — escalated. That set off a “site event” at Facebook, eventually triggering the kind of emergency associated with a major system outage of the site.Facebook employees rushed to internal forums to say they had reported monkey emojis or other degrading stereotypes. Some workers asked if they could volunteer to help sort through content or moderate comments for high-profile accounts.“We get this stream of utter bile every match, and it’s even worse when someone black misses,” one employee wrote on an internal forum.Gianluigi Donnarumma of Italy stopping Mr. Sancho’s penalty kick. England missed three of five penalty kicks, giving Italy the victory after play ended with the score tied.Laurence Griffiths/Getty ImagesBut the employees’ reports of racist speech were often met with automated messages saying the posts did not violate the company’s guidelines. Executives also provided talking points to employees that said Facebook had worked “swiftly to remove comments and accounts directing abuse at England’s footballers.”In one internal comment, Jerry Newman, Facebook’s director of sports partnerships for Europe, the Middle East and Africa, reminded workers that the company had introduced the Hidden Words feature so users could filter out offensive words or symbols. It was the players’ responsibility to use the feature, he wrote.“Ultimately the onus is on them to go into Instagram and input which emojis/words they don’t want to feature,” Mr. Newman said. Other Facebook executives said monkey emojis were not typically used negatively. If the company filtered certain terms out for everyone, they added, people might miss important messages.Adam Mosseri, Instagram’s chief executive, later said the platform could have done better, tweeting in response to a BBC reporter that the app “mistakenly” marked some of the racist comments as “benign.”Adam Mosseri, head of Instagram, told the BBC that the app had “mistakenly” marked some racist comments as “benign.”Ricky Rhodes for The New York TimesBut Facebook also defended itself in a blog post. The company said it had removed 25 million pieces of hate content in the first three months of the year, while Instagram took down 6.3 million pieces, or 93 percent before a user reported it.Kelly Hogarth, who helps manage Mr. Rashford’s off-field activities, said he had no plans to leave social media, which serves as an important channel to fans. Still, she questioned how much of the burden should be on athletes to monitor abuse.“At what point does responsibility come off the player?” she wondered. She added, “I wouldn’t be under any illusions we will be in exactly the same place, having exactly the same conversation next season.” More

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    England’s Bukayo Saka Urges Facebook and Twitter to Crack Down on Abuse

    After facing a torrent of racist abuse online, Bukayo Saka said he didn’t want anyone to deal with such “hateful and hurtful messages.”After Bukayo Saka missed a penalty kick for England’s national team on Sunday in the final of the European soccer championship, he and several teammates were overwhelmed by a wave of racist abuse.On Twitter, Instagram and Facebook, people posted monkey emojis and racist epithets to insult Saka, Marcus Rashford and Jadon Sancho, all Black players who missed their penalty kicks in the shootout against rival Italy. Prime Minister Boris Johnson, Prince William and others swiftly denounced the ugly eruption of racist commentary, especially against a team that had come to symbolize England’s racial diversity.On Thursday, Saka, 19, spoke out for the first time since Sunday’s final. In a statement on Twitter, he condemned the online bigotry he and his fellow players have faced. After saying how disappointed and sorry he was with the loss, Saka took aim at Instagram, Facebook and Twitter, urging them to do more to crack down on the abuse.“To the social media platforms Instagram, Twitter and Facebook, I don’t want any child or adult to have to receive the hateful and hurtful messages that me, Marcus and Jadon have received this week,” Saka wrote. “I knew instantly the kind of hate that I was about to receive and that is a sad reality that your powerful platforms are not doing enough to stop these messages.”Saka’s comments added to growing calls for the platforms to take action against hate speech.On Wednesday, Mr. Johnson said he had warned representatives from Facebook, Instagram, Twitter, TikTok and Snapchat that they would face fines under Britain’s planned online safety legislation if they failed to remove hate speech and racism from their platforms.England’s Football Association also released a statement, saying that “social media companies need to step up and take accountability and action to ban abusers from their platforms, gather evidence that can lead to prosecution and support making the platforms free from this type of abhorrent abuse.”Facebook, which owns Instagram, said it was removing comments and accounts that had directed abuse at England’s team and was providing information to law enforcement authorities. Four people have been arrested over online racist attacks aimed at England’s players, the British police said on Thursday.Twitter said it had removed more than 1,000 tweets and permanently suspended “a number of accounts” for violating its rules.Facebook and Twitter have long had trouble grappling with hate speech on their platforms. Last year, during the Black Lives Matter movement and just months before the presidential election, civil rights groups called on advertisers to boycott Facebook if it did not do more to tackle toxic speech and misinformation on its site.The issue became especially heated last year ahead of the presidential election, when President Donald J. Trump spread falsehoods about voting and made veiled threats against lawmakers. In January, after a violent mob stormed the U.S. Capitol, Twitter and Facebook barred Mr. Trump from their platforms for speech that they said had the potential of inciting more violence. More

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    N.B.A. Fines Kevin Durant for ‘Derogatory’ Social Media Spat

    Michael Rapaport, an actor and podcast host, shared screenshots of a conversation in which Durant used homophobic and misogynistic language.The N.B.A. fined Kevin Durant, the Nets star, $50,000 for using “offensive and derogatory” language on social media, an apparent reference to screenshots of a private social media conversation between Durant and Michael Rapaport, an actor and podcast host.On Tuesday, Rapaport posted screenshots of an Instagram conversation with Durant in which Durant used homophobic and misogynistic language to refer to Rapaport, who was critical of an interview Durant did on TNT in December.The images shared by Rapaport did not appear to show the full exchange of messages between the two, but in one, Durant seemed to threaten Rapaport by naming a time and place for them to meet. Rapaport, who is white and has publicly made racist comments, responded multiple times by telling Durant, who is Black, to, “Go help the kids in BROWNSVILLE, BROOKLYN.” Brownsville is a mostly Black neighborhood where Rapaport has said he has gone to play basketball.After Rapaport posted the screenshots on Twitter, Durant replied to the post, saying, “Me and mike talk CRAZIER than this on the regular and today he’s pissed….My bad mike, damn!!” Rapaport then replied with misogynistic language. Rapaport’s initial post has been shared more than 15,000 times.The Nets declined to comment. Durant, 32, apologized on Thursday.“I’m sorry that people have seen the language I used,” Durant told reporters. “That’s not what I want people to see or hear from me, but hopefully I can move past it and get back out there on the floor.”Durant is prolific on social media, often using Twitter and Instagram to defend himself from fan criticism, no matter how small or large the fan’s followings. In 2017, it was revealed that Durant had created so-called burner accounts — alternate identities — to defend himself. Last year, he said on a podcast that he still has them.Rapaport, 51, is best known for roles on television shows such as “Boston Public” and “Prison Break” but has become more known in recent years for his basketball fandom and for his public social media feuds, including with his former employer Barstool.Durant has not played since Feb. 13 because of a hamstring strain. The Nets have not lost a step without him, having gone 18-3 since then. It is unknown when Durant will play again, but on Thursday he said, “I feel like it’ll be soon that I can be out there with my teammates.” More

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    Decoding José Mourinho's Instagram

    AdvertisementContinue reading the main storySupported byContinue reading the main storyOn SoccerWhat Is José Mourinho Telling Us on Instagram?The Tottenham coach’s account is a surprisingly unfiltered window into his personality. It’s revealing a side of him he hasn’t always wanted people to see.CreditDec. 15, 2020Updated 1:18 p.m. ETLONDON — The content itself does not, when you type the words, sound especially fascinating. A 15-second video of a man buffing his shoes. A photograph of that moment he checked his phone in the snow, or that time he sat on a bus, or the day he ate some popcorn.In truth, the execution is not especially polished, either. Often, the angle is a little off. The framing is rarely perfect. Little thought has gone into the lighting. In more than a few shots, an eagle-eyed critic might point out that the subject is not actually in focus.None of those minor flaws, though, have stopped what may be the most unlikely transformation of the year: José Mourinho’s blossoming into a bona fide Instagram sensation.It is no surprise, of course, that in the 10 months since Mourinho, the Tottenham Hotspur manager, restarted his account — and particularly in the six since he seemed to remember that he had it — he has managed to pick up 1.5 million followers. He has, after all, been one of the most famous and most fascinating figures in soccer for almost two decades.But that is not what makes his account stand out. On the surface, Mourinho should not be especially well suited to Instagram. At 57, he is not exactly a digital native. He has never shown a particular interest in social media; indeed, as Paul Pogba discovered when Mourinho coached him at Manchester United, he is more likely to have thought of it as a nuisance, if he thought of it at all.Nor has Mourinho ever given the impression that he wants to offer fans a window into his life, professional or personal. He has admitted that his previous dalliance with Instagram, while he was at United, was entirely designed to placate his sponsors. He stayed on it, casually and reluctantly, for two years before deleting his account in May 2018. Friends said he had grown “bored” with it.In his first year at Spurs, too, he grew to resent the ubiquity of the film crews making the Spurs edition of “All or Nothing,” the Amazon Prime documentary series. “Only when I go to the toilet are they not coming with me,” he once said. He was happy when the cameramen and producers left, he said, because it meant that “things can stay inside, between us, the way I like it.”But for all that, it turns out that Mourinho is something of a natural at Instagram. His early contributions were limited: a half-dozen posts in the first four months since he reactivated his account, all but one of them for the benefit of one or another of his sponsors.Since June, though, he has used it more and more frequently, and to better and better effect. Of his 65 posts through Monday, only 12 appeared to be fulfilling some sort of commercial demand. Eight others are likely to be images taken from professional photographers and repurposed for his account. There are five dedicated to causes close to his heart, particularly the United Nations World Food Program.All the rest — 14 videos, 26 still images — are personal, if not taken by Mourinho then taken at his behest. He will, regularly, hand his phone to whichever member of the Spurs coaching team or club staff is closest at hand and ask that they take a picture for his feed.Though he has conceded that his sponsors asked him to rejoin the site — “They felt that when I closed my account a few years ago we had a few million followers and they weren’t happy” — he has not farmed the work out to an agency. He is also not doing it at the behest of the club.He has come to view it, he said, as a chance to “open our world to the world.” According to one consultant who has previously worked with Mourinho, it was a realization that dawned on him after the Amazon documentary aired: The quotidian reality of his existence was at least as interesting to people as his behavior on the touchline or his tactical decisions.Mourinho is a devoted Formula 1 fan — one early video shows him gathered with his coaching staff, watching a Grand Prix race; they do not look nearly as engaged as he does — and would “love to know how a big team, the drivers, the boss, works,” he said. “People love when they see the inside. They love what they don’t see.”And so Mourinho’s account offers regular glimpses not only into his world — a tracking shot of the inside of his office as he analyzes a training session, a glimpse inside the Spurs changing room, the place regarded by most in soccer as a sort of sanctum sanctorum — but into his mind, too.There are captions praising players — “Top players are team players,” he wrote alongside a shot of striker Harry Kane — and ones criticizing his whole squad — “I hope everyone on this bus is as unhappy as me.” And, of course, Mourinho being Mourinho, there are occasional broadsides at anyone who has incurred his displeasure, including a withering assessment of the Covid-19 protocols during the last international break.He uses Instagram to celebrate and to sulk, to badger and to chide, and he does it all with a stripped back, unfiltered, resolutely honest aesthetic. Whether that is a deliberate, artistic choice or a lack of technical skill — it is entirely possible that Mourinho simply does not know his Amaro from his X-Pro — it works.“Generation Z tends to value creativity and humor,” Lucie Greene, the founder of Light Years, a consultancy that works with brands on digital strategies, said. “For millennials, it is generally an aspirational, lifestyle thing: Instagram as the new Condé Nast. But older influencers tend to be a lot more real, a lot less concerned with polish and presenting their personal brand.“Mourinho comes across as quite stoic. His posts aren’t thirsty. That can be quite strategic, to act like you’re not selling it too much. It’s quite self-deprecating: You can see a corporate P.R. freaking out at some of the posts.”Instagram has grown in popularity with an older generation in general and older men in particular, she said.“To millennials,” Greene said, “Instagram is a consumption machine, but to older users it can be more based on community — a way to connect to an audience and exchange ideas.”Mourinho, it is fair to say, is not in it for the community. He follows only 13 people, mostly the official accounts of his sponsors, as well as a couple of family members, his representative at Creative Artists and — a bit of an outlier, this one — the naturalist David Attenborough. None of the accounts are players, past or present.Instead, his account is a fairly clear example of Instagram as a sort of visual diary, Greene said: an authentic, unadulterated vision into his world. Mourinho does not just post when he is happy; he posts after defeats, too.His feed is not addled with the type of humblebrags best exemplified by a picture of a golden stretch of sand, a gleaming blue sky and the caption “today’s office.” (There is one vacation shot, of Mourinho staring at a disinterested dolphin.) The shots he chooses are not designed to embellish his life; they are there merely to reflect it.Mourinho himself still feels that social media does not come easily. “I am not, in my nature, an Instagram man,” he told Tottenham’s official club channels this season. And yet, in a way, he is.Mourinho has spent the last two decades carefully cultivating a public image of himself through meticulously staged media appearances and strategically chosen, often incendiary, public interventions. Instagram is simply a logical next step, one in which he can tweak that image — make it more rounded, more relatable — as he sees fit.And despite himself, he seems to enjoy it. “You can see that he’s definitely got into it,” Greene said.As she scrolled through his feed, she was surprised to see that friends, colleagues and relatives had liked a succession of posts that, to someone who does not like soccer, made little to no sense. Man eats popcorn and man sulks on bus have little artistic merit; they are not, in any traditional sense, aspirational. But they are undeniably, indisputably Mourinho: Champions League winner, Premier League winner, Instagram influencer.AdvertisementContinue reading the main story More