While a one-time “urgent care” visit is probably insufficient, prolonged engagement would be unsustainable for consultants and the clinic as a whole. One tricky element is determining how much support is realistic. “With technology, there are so many ways to remain entangled with your abuser even after you’ve physically and romantically left the relationship,” Tseng said. One of the team’s larger goals is to offer survivors more peace of mind and feelings of empowerment – that they have the tools to handle future challenges. It can be frustrating and even re-traumatizing for survivors to share their stories with new consultants at each appointment, Tseng said. And appointments took place at a specific time survivors who could not leave their homes or find a safe, private place to take a call were unable to access services and couldn’t reach counselors at other times. Short, one-time appointments were not long enough to address clients’ needs. ![]() ![]() In previous models, counselors remained anonymous, impacting their ability to build trust with survivors. Abusers can also hack into email accounts and change recovery emails and phone numbers to their own, potentially devastating their victims’ careers. They harass their former partners on social media, such as by posting private photos and posing as their victims to alienate family and friends. “In an ideal world, the people on the ‘Geek Squad’ would be able to treat tech abuse with the sensitivity of a social worker.”Īssailants can abuse their victims through tech including spyware, also known as stalkerware, and through inappropriate use of location-tracking features in phones and other devices. Tech abuse often exists within a larger web of harm, Tseng said. “We are proud of the critical role our longstanding partner Cornell Tech plays in improving the lives of survivors.” “Cornell Tech’s groundbreaking program not only helps survivors experiencing technology abuse but is also working to better understand how people misuse technology so that we can create better protections for survivors,” Noel said. Survivors can experience many forms of gender-based violence, including technology facilitated abuse, said Cecile Noel, commissioner of the Mayor’s Office to End Domestic and Gender-Based Violence. “Our hope is that our experiences will be valuable for others who are interested in helping at-risk communities experiencing computer insecurity.” ![]() “This work provides an honest look at both the benefits and burdens of running a volunteer technology consultant service for IPV survivors, as well as the challenges that arise as we work to safely provide computer security advice as care,” said co-author Nicola Dell, associate professor at Cornell Tech’s Jacobs Technion-Cornell Institute. Their research draws on eight months of data, as well as interviews with volunteer technology consultants and experts on intimate partner violence (IPV). Tseng and her colleagues at Cornell Tech’s Clinic to End Tech Abuse developed the new approach, in partnership with New York City’s Mayor’s Office to End Domestic and Gender-Based Violence. Tseng will present the paper, “Care Infrastructure for Digital Security in Intimate Partner Violence,” in April at the ACM CHI Conference on Human Factors in Computing Systems in New Orleans.
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