First response to clients who have been targeted by gendered online violence
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Initial Reply for Harassment Cases

First response to clients who have been targeted by gendered online violence

Body

Dear $ClientName,

Thank you for contacting the Access Now Digital Security Helpline (https://www.accessnow.org/help). My name is $IHName, and I am here to support you into understanding the problem that you are experiencing and to figure out what you want to do next.

We have received your initial request and I am working on it. To better support and respond to your needs, we need to ask a few questions and keep track of what has happened to follow up.

Please take you time to answer these questions:

  • Would it be appropriate if we set up a call with you, either video or just audio?
  • If you’d rather have someone speak in your behalf, please let me know. I’m ready to speak with someone you trust and who can provide details on your case, and can keep exchanging emails.
  • If you prefer to talk to a person who identifies as a woman, please let me know and I will refer you to one of my colleagues.

Before we talk again I want to ask you to help me out by keeping record of what happens, saving important information and find a trusted friend who can comfort you and give you a hand managing the incident you are experiencing.

Please reply to this message including “[accessnow #ID]” in the subject line and your answer to my questions

Kind regards and stay strong,

$IHName