Safety's mission and Promise
How many components does the Safety mission have?
Four
Name the four nevers
- Inflammatory language
- Blind accusations
- Assigning blame
- Labels as Truth.
What are Airbnb’s Terms of Service?
Rules binding legal agreement between users and Airbnb
Who was the person giving us the talk about designing trust?
Joe Gebbia, Airbnb Founder
What is the tool to verify IDs?
Jumio
Can you name the components of the Safety Mission?
1. Deter
2. Diagnose
3.Defend
4.Foundations
What do you understand by layers of sharing?
The layers of sharing tell us what information we can share with whomPersonally Identifiable Information (PII) can be used to distinguish or trace an individual’s identity
What are the 5 pillars of the Community Standards?
Safety, Security, Fairness, Authenticity and Reliability
What is stranger-danger bias?
We tend to have a bias against strangers, which means that we are less likely to trust strangers and more likely to fear people/things that are unfamiliar to us.
What tools can be used by the Safety department?
Identity verification, Activity Log and Fraud Trace
What does deter and diagnose refer to?
Deter: Proactively reduce safety incidents through education, tools and early detection
Diagnose: Identify and intake safety incidents and route them appropriately
If you are evaluating a situation by using your feelings, Which of the Four Nevers we refer to?
Blind accusation
What’s the difference between the TOS and the Community Standards?
Legal Agreement VS Code of conduct
How does Airbnb design for trust?
Airbnb designs for trust through reviews, messaging guides, prompts in booking process to encourage sharing, guest and host messaging through the Airbnb platform
A guest reported that the host tried to punch him. Which Tier would you classify this report?
Tier 4
How can we deliver the Service Promise as a Safety Support Ambassador in Safety cases?
Application of the service Promise Pillars to the urgent call flow
How would you avoid the four nevers?
Eliminate personal language, avoid generalization, avoid redundancy, practice self control
How can you use the Community Standards in your daily work?
Each pillar is correlated to a Contact Reason
How does designing for trust help Airbnb?
Designing for trust helps us reduce bias and discrimination by focusing on reputation and establishing a culture of sharing (Shared-Economy)
What is the difference between offline vs online risks?
Offline risks are threats to physical safety or property whilst online risks are incidents that occur online and result in lost money