The Facebook Blog

I think it's time to let the secret out about Facebook. This isn't a one-man show anymore. When you write to Facebook and address the message, "Dear Mark Zuckerberg," he's not the one reading it. But don't worry, we are.

"We" are the Customer Support Team. As I see it, our primary job is to be the voice of the user within the company. For starters, we're all users ourselves. Alright, fine, that's an understatement. Most of us are addicts. Seriously, we're going to organize meetings. Maybe even start a Facebook group.

More importantly, we... spend our time communicating with you guys about the site. Since I started here, I've been in direct contact with thousands of Facebook users. People aren't scared to speak their mind…and we love it. It's great to be involved with a product that means so much to so many people.

We use these interactions to help improve the Facebook experience. If you report a bug, we'll work with the engineering team to get things resolved. We listen to your feedback and suggestions and work with the Product Designers to improve the site. Customer Support heard the requests for more News Feed privacy, and we passed this feedback on. Hopefully, you are happy with the new options that were built in.

Beyond our role in explaining the product and collecting feedback, Customer Support also plays an important part in protecting the site from abuse. We review all the content that has been flagged for review via the "report" links you see all over the site. It's really important to us that the site remains a comfortable spot for people to interact. If you see something that you find to be abusive, report it and we'll take a closer look.

Feel free to contact us with any questions, concerns, suggestions, feedback, confusion or anything along those lines at the Facebook Help Center. I can't promise you that we'll be able to make everything just the way you want it, but we'll sure as hell try. At the very least, know that your voice is being heard.



Paul, a Customer Support Rep, is currently answering an email addressed to Mark Zuckerberg.