How to Handle Suicidal Users Without Freaking Out
If your website has user-generated content or social media, you've likely gotten comments from people in crisis. Not only is this scary, but it can drain resources, raise legal issues, and create a PR nightmare.Prepare for the inevitable by creating a crisis plan. Together, Ashley Womble & Chris Gandin Le have advised safety teams at all major social networks, from MySpace to Pinterest on how to respond to users in emotional and suicidal crisis.
This workshop will provide an overview of online safety and mental health issues- including depression, suicide, self-harm, eating disorders, and bullying - to teach you how to handle a crisis without breaking a sweat. We’ll outline best practices currently used by Google, Facebook and other major players and present case studies of crisis plans for small tech companies without their own safety teams.
You'll leave with:
• A customized crisis plan
• An understanding of your legal obligations
• Contacts for when you need to take action
Additional Supporting Materials
- How do I prepare my staff (even if that’s just me) to deal with suicidal users? Facebook has a huge user interaction team – even a user safety team. I have some nerdy coders. How am I supposed to afford this kind of social do-goodery?
- What are my legal responsibilities regarding keeping users safe from harm? What protection does having a crisis protocol in place give me?
- What are the things I’m likely to hear from users and how should I respond? Nobody on my team is trained in this. What if I do more harm than good?
- I don’t want to deal with this. Who can I pass this on to? Answer: With a good plan in place you’ll be able to pass this on to exactly the right resource to help your user.
- What are some of the worst-case scenarios and what happens if a user does attempt or kill themselves after posting about it to my site?
- Christopher Gandin Le, CEO , Emotion Technology
- Ashley Womble, Online Communication Manager, National Suicide Prevention Lifeline
Christopher Gandin Le, CEO , Emotion Technology
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