Online financial scams represent a long-standing and serious threat for which people seek help. We present a study to understand people’s in situ motivations for engaging with scams and the help needs they express before, during, and after encountering a scam. We identify the main emotions scammers exploited (e.g., fear, hope) and characterize how they did so. We examine factors -- such as financial insecurity and legal precarity -- which elevate people’s risk of engaging with specific scams and experiencing harm. We indicate when people sought help and describe their help-seeking needs and emotions at different stages of the scam. We discuss how these needs could be met through the design of contextually-specific prevention, diagnostic, mitigation, and recovery interventions.
Minors are at risk of myriad harms online, yet online dating romance scams are seldom considered one of them. While research on romance scams in Western countries finds victims to be predominantly middle-aged, it is unknown whether minors in geographic regions with cultural norms around teenage marriage are uniquely susceptible to online dating romance scams. We present an interview study with 16 victims of online dating romance scams in Iran who were minors when scammed. Our findings show that, with Western dating apps banned in Iran, scammers locate teenage victims through messaging platforms tethered to local neighborhoods, offering relief from parental pressures related to finding a marital partner and academic performance. Using threats, lies, and the exploitation of emotional attachment lacking from their families, scammers pressured minors into financial and sexual favors. This study demonstrates how local cultural context should be foregrounded in future research on, and solutions for, technology- mediated harm against minors. Content Warning: This paper discusses sexual abuse.
Generative AI (GenAI) is a powerful technology poised to reshape Trust & Safety. While misuse by attackers is a growing concern, its defensive capacity remains underexplored. This paper examines these effects through a qualitative study with 43 Trust & Safety experts across five domains: child safety, election integrity, hate and harassment, scams, and violent extremism. Our findings characterize a landscape in which GenAI empowers both attackers and defenders. GenAI dramatically increases the scale and speed of attacks, lowering the barrier to entry for creating harmful content, including sophisticated propaganda and deepfakes. Conversely, defenders envision leveraging GenAI to detect and mitigate harmful content at scale, conduct investigations, deploy persuasive counternarratives, improve moderator wellbeing, and offer user support. This work provides a strategic framework for understanding GenAI's impact on Trust & Safety and charts a path for its responsible use in creating safer online environments.
A new form of human trafficking has emerged across Chinese borders, where individuals are lured to Southeast Asia with fraudulent job offers and then coerced into operating online scams. Despite its massive economic and human toll, this scam-driven trafficking remains underexplored in academic research. Through qualitative analysis of 158 RedNote posts, we examined how Chinese online communities respond to this threat. Our findings reveal that perpetrators exploit cultural ties to recruit victims for cybercriminal roles within self-sustaining compounds, using sophisticated manipulation tactics. Survivors face serious reintegration barriers, including family rejection, as the cultural values that enable trafficking also hinder their recovery. While communities present protective strategies, efforts are complicated by doubts about the reliability of support and cross-border coordination. We discuss key implications for prevention, platform governance, and international cooperation against scam-driven trafficking. Warning: This paper contains descriptions of physical, psychological, and sexual abuse.
We investigate the effectiveness of anti-phishing support systems through a quantitative study involving 453 participants. To this end, we developed a tool that allows participants to immerse themselves in a realistic setting, tasked with classifying emails as either phishing or legitimate, while being assisted by support systems. Despite the prevalence of support systems in webmailers and email clients, our results indicate no significant difference in correctly assessing emails of varying difficulty between these systems and the control group. We found a minor negative effect of the support system that uses tooltips compared to other support systems. In the subsequent survey, we found that the support systems are appreciated and considered helpful by users, as supported by the results of the UEQ-S, even if they have no observable effect. Email context, such as the contact list, as well as hovering over the links, had stronger effects on the classification than the tested support systems.
How do individuals recover from cybercrimes? Victims experience various types of harm after cybercrimes, including monetary loss, data breaches, negative emotions, and even psychological trauma. The aspects that support their recovery process and contribute to individual cyber resilience remain underinvestigated. To address this gap, we interviewed 18 cybercrime victims from Western Europe using a trauma-informed approach. We identified four common stages following victimization: recognition, coping, processing, and recovery. Participants adopted various strategies to mitigate the impact of cybercrime and used different indicators to describe recovery. While they mostly relied on social support and self-regulation for emotional coping, service providers largely determined whether victims were able to recover their money. Internal factors, external support, and context sensitivity collectively contribute to individuals' cyber resilience. We recommend trauma-informed support for cybercrime victims. Extending our conceptualization of individual cyber resilience, we propose collaborative and context-sensitive strategies to address the harmful impacts of cybercrimes.
Online fraud is a critical global threat that disproportionately targets older adults. Prior anti-fraud education for older adults has largely relied on static, traditional instruction that limits engagement and real-world transfer, whereas role-based simulation offers realistic yet low-risk opportunities for practice. Moreover, most interventions situate learners as victims, overlooking that fraud encounters often involve multiple roles, such as bystanders who witness scams and helpers who support victims. To address this gap, we developed ROLESafe, an anti-fraud educational intervention in which older adults learn through different learning roles, including Experiencer (experiencing fraud), Helper (assisting a victim), and Observer (witnessing fraud). In a between-subjects study with 144 older adults in China, we found that the Experiencer and Helper roles significantly improved participants' ability to identify online fraud. These findings highlight the promise of role-based, multi-perspective simulations for enhancing fraud awareness among older adults and provide design implications for future anti-fraud education.