Consider language, tone of voice, image selection and usability to ensure content is accessible and appropriate.
Include an exit button and crisis contact information on any page aimed at users who may be at risk of harm.
Update all information and advice regularly.
1. Content or images upset user: users become upset and/or triggered after viewing inappropriate images, words, videos or sound clips
Q: Is the content appropriate for the users? Is it age appropriate?
Q: Should trigger warnings be included with the content?
2. User misled by information: information causes harm because it is incorrect, misleading, outdated or inappropriate
Q: How often will content be reviewed for relevance and suitability?
Q: Is there an easy way for users to flag misinformation or suggest content changes?
3. User is witnessed viewing content: perpetrator witnesses user reading content or views their browsing history, increasing risk of harm
Q: Does content include unexpected pop-ups? Can these be limited?
Q: Is there an easy access exit button and crisis contact information for users?
4. User-generated content puts them at risk: content isn’t properly anonymised, or includes sensitive or legal information
Q: Is user-generated content (e.g. blogs) properly anonymised?
Q: Is support in place for service users writing content for service use that may produce emotional responses upon writing?
Avoid overloaded page and app content that could disorientate or confuse users in need of help
Ensure content is empathetic and validating of users’ experience
Advertise your content sensitively, reducing the chance of perpetrators learning of it
Content strategy 101: managing risk (Content Strategy 101)
How to use design better content (Catalyst)
Building a self referral process for service users (Macmillan)