Challenges in Digital Safety: The Case of Online Abuse
In recent times, the issue of online abuse has drawn significant attention, particularly regarding how tech companies respond to these situations. A harrowing situation involving a victim named Liu highlights not only the struggles individual victims face but also the broader challenges in addressing online abuse.
The Struggle for Resolution
In August, a NGO known as Point de Contact shared that despite much effort, only two images related to Liu’s case had been removed from four different Microsoft servers. The organization expressed regret that it took almost ten months of communication between the victim, Microsoft, and the NGO to achieve even this partial resolution. This situation underscores significant gaps in how tech companies handle reports of abuse.
Microsoft’s digital safety chief, Gregoire, acknowledged that Liu’s case prompted her team to reassess their reporting processes and improve their relationships with organizations that aid victims. Initially, Point de Contact reported links that Microsoft could not act upon, which Gregoire did not elaborate on. Liu contends that this explanation was never communicated to her, leaving her confused about the inaction.
The turning point came when Liu was able to engage with Microsoft’s Thomas Powell in a conference. After this encounter, Microsoft secured URLs related to Liu’s case and began taking action. Gregoire expressed gratitude for this connection but emphasized that it should not have been necessary. She indicated that Point de Contact would now have a more direct line of communication with Microsoft in the future.
Persistent Issues with Tech Giants
Despite this development, other victim support groups report ongoing difficulties with major tech firms. A previous investigation revealed that Google rejected many proposals from its own staff and outside advocates aimed at improving content removal related to abusive imagery. Many survivors have discovered that the fastest way to remove harmful content is often through filing copyright claims, a method that many in the online safety sector deem insufficient.
Emma Pickering, head of technology-facilitated abuse at Refuge, which is the largest domestic abuse organization in the UK, pointed out that the inconsistent policies among tech companies lead to delays in removing abusive content. She noted, “They all just respond however they choose to—and the response usually is incredibly poor.” Although Google introduced new policies in July 2024 to speed up removals, challenges remain.
Microsoft, in particular, has been identified as a difficult partner. Pickering mentioned that to engage with Microsoft, they were told to provide evidence of their usage of the platform. Refuge is striving to engage with as many tech platforms as possible, highlighting the hurdles victims face in having their voices heard.
Steps Towards Improvement
Addressing these difficulties, Microsoft’s Gregoire stated that she is open to dialogue on these issues. Microsoft is striving to prevent abusive content from being uploaded in the first place. To this end, the company took the notable step of suing a group of ten unidentified individuals suspected of exploiting vulnerabilities in its Azure platform to create harmful images, including those of a sexual nature. “We don’t want our services to be abused to cause harm,” Gregoire stated.
For Liu, however, the journey remains fraught with difficulties. Despite efforts to have her naked pictures removed from at least one pornographic website, these images persist. She has had to invest her own savings into developing Alecto AI, a venture aimed at tackling such online image abuse, despite facing skepticism and little support from investors.
Legislative Efforts
Recently, there was a glimmer of hope for change as Liu’s advocacy for a legislative proposal in the US Congress gained attention. The proposal aims to require websites to remove unwanted explicit images within 48 hours. Although it was nearly presented to then-President Biden, it was shelved. However, with the support of over 20 bipartisan lawmakers, including Liu, the proposal was reintroduced in January 2025. If passed, it threatens significant fines for non-compliance.
Despite objections from some groups concerned about over-censorship, the bill recently passed the Senate. Notably, Microsoft has shown support for this initiative, indicating a shift in how tech companies may embrace their role in preventing online abuse.
Conclusion
The case of Liu emphasizes the profound challenges individuals face when navigating the complex landscape of online abuse. It also sheds light on the need for tech companies to improve their responses actively. By fostering better communication with aid organizations and adhering to clearer policies, there is potential for faster resolutions and more effective deterrents against online harassment. As advocates continue to push for change in legislation and corporate policies, there is a growing awareness of the urgent need to protect victims of online abuse.
