Computer security personnel need tools, training to assist survivors of intimate partner violence

FACULTY Q&A

Survivors of intimate partner violence who experience tech abuse often reach out to computer security companies for help. But the customer support personnel at these companies are not sufficiently prepared to handle such cases, research from the University of Michigan School of Information finds.

Through a multipronged approach, U-M doctoral students Yixin Zou and Allison McDonald and assistant professor Florian Schaub, along with colleagues from Cornell Tech and Norton Research Group, go right to the subjects—those customer support agents—to find out where training falls short in helping IPV survivors and what can be done to address the

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