Crisis Text Line commercial data sharing
Occurred: January 2022
Under pressure from politicians, regulators, privacy experts and mental health practitioners, US-based mental health non-profit Crisis Text Line (CLT) is ending its practice of sharing confidential data with customer service company Loris.ai.
Earlier, Politico had discovered that Loris had been using CLT data and insights to develop, market and sell customer service optimisation software, prompting concerns about the non-profit's governance, ethics and transparency, and the commercial nature of the two organisations' relationship.
CLT's initial response to Politico's findings had been marred by its mischaracterisation of an earlier review of its academic research data policies by privacy organisation EPIC.
Operator: Crisis Text Line
Developer: Crisis Text Line
Sector: NGO/non-profit/social enterprise
Purpose: Provide mental health support
Technology: Chatbot; NLP/text analysis
Issue: Privacy; Confidentiality; Security; Ethics
Transparency: Governance; Marketing
Crisis Text Line (2022). On Mental Health, Data, and Why Your Privacy Matters
Crisis Text Line (2022). An Update on Data Privacy, Our Community and Our Service
Danah Boyd (2022). Crisis Text Line, from my perspective
EPIC (2022). EPIC’s Response to Reports of Crisis Text Line Data Policies
Change.org petition (2022). Ask Crisis Text Line to Reform Its Data Ethics
News, commentary, analysis
Published: February 2022