Basically the article confirms what I wrote back when the shooting occurred (https://news.ycombinator.com/item?id=16754438): Youtube (and the other social networks!) desperately need a customer support that actually deserves to be called a support.
When you have a service where people's livings depend on, and you take away their income source (in corp doublespeak: demonetize them) AND at the same time offer them only canned responses or, worse, no contact at all, some of them WILL be driven to desperation. Hell, the inhumanity actually IS the word "demonetization": it sounds harmless but it is everything else than that.
And even worse: Youtube has recognized that there is a problem with the consequences their non-existence of a support has, but, typical for US culture, they head for fighting the symptoms (increasing "security") instead of fixing the problem (hire support staff with a decent bit of leeway).
When you have a service where people's livings depend on, and you take away their income source (in corp doublespeak: demonetize them) AND at the same time offer them only canned responses or, worse, no contact at all, some of them WILL be driven to desperation. Hell, the inhumanity actually IS the word "demonetization": it sounds harmless but it is everything else than that.
And even worse: Youtube has recognized that there is a problem with the consequences their non-existence of a support has, but, typical for US culture, they head for fighting the symptoms (increasing "security") instead of fixing the problem (hire support staff with a decent bit of leeway).