Best Practices for Technology Companies Responding to Traumatic Disclosures
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Technology companies frequently receive disclosures about traumatic experiences from their users. Despite their intended purpose and the critical role they can play in our lives, technology platforms and services are frequently misused and manipulated as a tactic of abuse. This can include online harassment, nonconsensual creation and/or distribution of intimate images, the spread of disturbing violence or threats, or unwanted location monitoring.
When traumatic experiences are reported, companies must be prepared to respond with empathy, respect, and effective options for recourse. The way these disclosures are received and handled can profoundly affect the safety and well-being of users.
The National Network to End Domestic Violence (NNEDV)’s Safety Net Project has partnered with the Center for Democracy and Technology to develop a new resource, Technology Companies and Disclosures of Traumatic Experiences, to assist companies in handling these disclosures. This resource provides a framework for companies to adopt trauma-informed practices that prioritize user safety, trust, and dignity.
This guide offers actionable recommendations across several areas critical to building safer digital ecosystems, including:
Designing for Effective Reporting of Traumatic Disclosures: Design advice for clear, accessible, and supportive reporting processes that reduce barriers for users.
Advice for Responding to Disclosures: Guidance for empathetic and timely communication that balances sensitivity with sufficiency, ensuring users feel heard and supported.
Data Privacy and Management: Best practices for differentiating, securing, and ethically managing sensitive information related to trauma.
Engagement with Law Enforcement: Recommendations for centering user consent and safety if involving external authorities.
Transparency and Accountability: Advice on publishing meaningful transparency reports to strengthen user trust and demonstrate responsibility.
This resource underscores that no single policy or practice is enough. Instead, companies must adopt interconnected strategies that respect user agency, protect privacy, and create supportive environments. By implementing trauma-informed approaches, technology companies can not only better support survivors but also contribute to a healthier, more inclusive digital ecosystem.
