Safety Incident Reporting Options Matter for Survivors

Recently, some friends had travel experiences that left them wanting to report concerning behavior to the transportation provider. These experiences highlighted just how different reporting options can be across companies and platforms. One was with a ride-sharing app, where the reporting functionality was within the app itself, directly to the company. Another was using public transportation, and the reporting went through a webform and required communication with a prosecutor. This led us to look a bit closer at the way reporting flows are designed and, across industries, they vary greatly.

Disclosing abuse, including domestic violence, sexual assault, harassment, and stalking, can be incredibly difficult, even if that disclosure is made through more accessible means like an app or an online platform. Victims have to navigate a new or unfamiliar system while also grappling with the impacts of the abuse itself.

People are often unaware of how to report abuse through certain tools or platforms unless they go through it. When someone experiences violence as they are traveling in the world, the options for safety incident reporting matter.

Reporting design can have a significant impact on not just a survivor's willingness and ability to report abuse, but also on the overall well-being of the survivor. Design can also directly influence the number of reports a company receives and their capacity to take meaningful action.

Advocates and researchers have long highlighted that sexual violence, domestic violence, and other forms of gender-based violence are all vastly underreported. People are often unsure of where or how to report, don’t know if what they have experienced is reportable, fearful of not being believed or taken seriously, hesitant to involve the legal system, and distrustful of the ability of platforms and systems to handle their cases well.

What if investments in reporting technology could be leveraged to help put choice and confidence into the hands of victims and survivors, helping to facilitate reporting, making it easier for individuals to come forward, and potentially increasing accountability?  

Certain factors will result in victims, survivors, and all users feeling empowered and more comfortable to report. Whereas, other factors might lead to underreporting or users not feeling comfortable proceeding with sharing their experience.

As we think more about the reporting experience, we must consider the following factors:

Are multiple reporting channels provided?

Creating various, accessible ways for victims and survivors to report any type of victimization could lead to an increase in reports that companies and organizations receive. Providing multiple avenues for reporting helps to provide options for those who would like to report an incident. For some, reporting discreetly is important, while others may want to speak directly to a person. Whether it is through an in-app button, a safety crisis line, a website, or an email, companies creating products, platforms, and devices for consumers should prioritize diverse reporting methods for all of their users. For example: if the only clear reporting options are within an app as the consumer, then how does a bystander report an incident? Or, what are the options for a survivor of domestic violence whose abuser is monitoring their phone activity?

How visible are reporting options for survivors? 

Following an incident, platform users deserve to have information on reporting options at their fingertips. When reporting options are not visible, this can deter reporting; when they are visible, it is more likely that victims and survivors will use them. Companies and organizations should prioritize making reporting channels visible and the options easy to understand, and they should also focus on socializing their technology with the public.

Are survivors informed on how their report will be used?

For many survivors, the experience may have been traumatizing and the impacts may be long-lasting. It’s on all of us to minimize the challenges people can face in attempting to report abuse and find resources. When a survivor makes a decision to report to a company or organization, they deserve clarity on how the personal information provided in a report will be used. For example, some survivors want to report to a company or an organization, but they are not interested in reporting what they have experienced to law enforcement for a variety of reasons. Providing users with information about the technology they are using, and building policies that provide survivors with control over how, when, and with whom information gathered in reports is shared, creates opportunities to build trust with consumers, creates a system of accountability, and offers a compassionate and survivor-centered response to a traumatic experience.

Are survivors and victims able to access support in a timely manner?

When users are ready to report an incident, it is critical to provide access to timely support. Whether through a 24/7 reporting line or in-app reporting mechanism, how quickly someone receives a response from companies is integral to maintaining their agency and healing. 

Conclusion

While these technology and design questions may seem like simple product decisions, they have a direct impact on consumers’ trust in the platform as well as a victim or survivor's willingness and ability to come forward and report their experience. The reporting functionality is just the beginning. This is where survivors can disclose and companies can respond. It’s critical that any reporting options get a thorough review to ensure that it’s meeting the needs of users and encouraging communication, not hindering it. After a report is received, there are many other things that need to be considered to ensure that companies are communicating with sensitivity and with safety in mind, deleting or retaining information appropriately, and following strict policies on how information is kept confidential as to keep survivors in control of their story.