WhatsApp’s director of communications, Carl Woog, acknowledged that teams of contractors in Austin and elsewhere review WhatsApp messages to identify and remove “the worst” abusers. A 49-slide internal company marketing presentation from December, obtained by ProPublica, emphasizes the “fierce” promotion of WhatsApp’s “privacy narrative.” It compares its “brand character” to “the Immigrant Mother” and displays a photo of Malala Yousafzai, who survived a shooting by the Taliban and became a Nobel Peace Prize winner, in a slide titled “Brand tone parameters.” The presentation does not mention the company’s content moderation efforts. Policing users while assuring them that their privacy is sacrosanct makes for an awkward mission at WhatsApp. The review is one element in a broader monitoring operation in which the company also reviews material that is not encrypted, including data about the sender and their account. The workers have access to only a subset of WhatsApp messages - those flagged by users and automatically forwarded to the company as possibly abusive. Senate in 2018, “We don’t see any of the content in WhatsApp.”

As Zuckerberg had put it earlier, in testimony to the U.S. WhatsApp messages are so secure, he said, that nobody else - not even the company - can read a word. Zuckerberg’s vision centered on WhatsApp’s signature feature, which he said the company was planning to apply to Instagram and Facebook Messenger: end-to-end encryption, which converts all messages into an unreadable format that is only unlocked when they reach their intended destinations. We plan to build this the way we’ve developed WhatsApp.” This is the future I hope we will help bring about. Acknowledging that “we don’t currently have a strong reputation for building privacy protective services,” the Facebook CEO wrote that “I believe the future of communication will increasingly shift to private, encrypted services where people can be confident what they say to each other stays secure and their messages and content won’t stick around forever. When Mark Zuckerberg unveiled a new “privacy-focused vision” for Facebook in March 2019, he cited the company’s global messaging service, WhatsApp, as a model. We’ve altered language in the story to make clear that the company examines only messages from threads that have been reported by users as possibly abusive. 8, 2021: A previous version of this story caused unintended confusion about the extent to which WhatsApp examines its users’ messages and whether it breaks the encryption that keeps the exchanges secret.

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