Reassure users about confidentiality
On their webpage about Boloh, a Black, Asian and Minority Ethnic family Covid-19 helpline and webchat service, Barnardo’s reassures users by explaining they will not share what you tell them.
They explain exceptions to this in simple language - “Sometimes when we are really worried about your safety or someone else’s safety we will need to tell someone so that they can make sure that everyone is kept safe.”
They also explain that users can provide as much or as little information as they like.
They link to more information about data rights.
Provide examples so that users understand what this means in practise.
Be specific about different kinds of information.
Use clear language, without euphemisms or acronyms to avoid confusion.
Be reassuring but accurate about what will be shared.
Lengthy terms and conditions can be confusing and off putting, so test with users to make sure they understand how information will be used but that this information does not get in the way.