Back in 2018, while looking at the monster he helped create, Jack Dorsey started thinking out loud: What was wrong with Twitter? Why were people so cruel to each other? Why did it foster such divisiveness? Why did hate go viral?
The company put out a request for proposal for anyone who had smart ideas on tackling these issues. Dorsey focused on learning the principles of "healthy" conversations. He came to understand that the hard-coded mechanics of Twitter were a major contributing factor in how we behaved. The "hellsite," as people half-jokingly call it, was by design.