Disclaimer: Former Technical Solutions Engineer for GCP, aka Support for Customers. Also Former Engineer on YouTube Caching. To get it out of the way, I do not agree that it should've taken a journalist to get involved to have this situation solved. However, I'd like to prompt Hacker News with how would you handle receiving support requests from a product that has >2.7B users. Almost all of which are non-directly rev…
It's a social problem, not a technical one. Facilitate a hierarchy of trust among users who more-or-less volunteer to moderate at the lower trust levels and engage on unjustly-banned users' behalf with YouTube staff at higher trust levels. Better yet, pay them. It is, after all, work.
Reddit, a multi-billion dollar company has perfected the art of exploiting unpaid volunteer work.
So much so that when said workers rebel against the administration they get booted from their position. Moderators are easily replaced as there is always someone willing to toe the administration's line.