Facebook (Meta)
Case Study 2: Systemizing Knowledge for Global Enforcement Accuracy
Focus: Content Strategy, Information Architecture, and Governance
Refactored the guidelines for human tooling to determine if posts violate Business Integrity policies for paid posts to optimize content and information architecture for English-as-a-second-language users without changing meaning.
Conducted content audits to develop project timelines and planning and worked with cross-functional (XFN) partners to get buy in and finalize content.
Experimented to determine the tagging structure of the XML-based proprietary knowledge base, created process documents, and conducted training.
Worked with designers and developers to optimize the knowledge base through continuous improvement for the intended content.
The Challenge: Policy Content Debt
Context: Working within a Major Global Social Media/Technology Company, I was responsible for content strategy within the internal Business Integrity vertical, focusing on Commerce policies. The core policies used by human reviewers to take down posts were housed in a legacy system with critical content debt:
Poor Readability: Documents were extremely long (some over 60 pages), lacked clear visual hierarchy, and included non-functioning search tags.
Inconsistency: Policy definitions and style were inconsistent across product verticals, leading to confusion and errors.
Operational Risk: The poor structure directly impacted key metrics: low reviewer satisfaction, high average handling time, and inconsistent enforcement accuracy.
Goal: Refactor and migrate Commerce policies to a new, modern Knowledge Base (KB) platform without unintentionally changing the legal meaning of the enforcement rules, while achieving measurable gains in accuracy and efficiency.
My Strategy & Process
My role was the dedicated Content Strategy lead for the Commerce vertical migration, responsible for content modeling, style definition, and implementation.
Discovery & User Research (Reviewer Empathy)
Reviewer Shadowing: Shadowed human reviewers to observe their workflow, understand critical decision points, and identify where content friction caused the most significant delays or errors.
Content Audit: Conducted a comprehensive audit to map all existing Commerce policies, identifying redundancies, ambiguities, and structural inconsistencies.
The Solution: Content Refactoring & Modeling
I applied the concept of Content Refactoring: rewriting existing text to improve its readability, reusability, and structure without changing its core legal meaning.
Information Architecture Redesign: I defined a new, standardized content hierarchy:
Umbrella Concepts First: Ensuring high-level rules were introduced before sub-concepts or exceptions.
Decision-First Structure: Created a Decision-First Protocol Style focused on clear, chronological steps and immediate yes/no pathways for fast, accurate enforcement decisions.
Info-First Structure: Created an alternative Info-First Protocol Style for reference material requiring detailed context, utilizing tables and scannable lists.
Visual Design Integration: Partnered with UX designers to create standardized content modules (e.g., call-out boxes, numbered lists, tables) that replaced large blocks of text, improving visual scanning.
Content Governance: To ensure consistency across the entire organization post-migration, I created two critical governance artifacts:
Policy Style Guide: Defined voice, tone, terminology, and content patterns for all new policies.
Refactoring Guide: Provided XFN teams with instructions on how to apply the new IA models to their own policies.
Outcomes & Impact
The project successfully migrated and refactored the entire Commerce policy library and established the new standard for content governance within the organization.
Metric Improvement Strategic Result
Enforcement Accuracy +9% Increase Direct reduction in mistaken removals and improved consistency.
Reviewer Research Time -5% Reduction Directly correlated with improved IA and content scannability, leading to significant operational savings.
Platform Readiness 100% Migration Ensured the Knowledge Base was populated with structured, trackable content, enabling metric measurement.
Key Takeaway: This project demonstrated how a strategic content approach to internal tools can directly improve measurable business outcomes, transforming technical documentation from a liability into a high-performance operational asset.
