This study has a three-fold aim. First, to assist ICT companies, which provide SMS services and services based onuser-generated content in dealing with situations where accusations of content containing ‘hate speech’ arise. Second, to explore ways in which civil society groups can work with governments and companies to arrive at common approaches. And third, to reinforce the importance of the government and its role towards protecting rights – of those seeking protection from abuse, and those seeking to express themselves...The study examines the preparations by government, civil society and business to avoid a repeat of the violence in the 2013 Kenyan Presidential election and provides further context by focusing on the actions of the Kenyan mobile operator Safaricom and later the actions of the social networking company Facebook.