Building Digital Trust
In the substance use and mental health sectors, trust is everything. It’s the foundation of every relationship, between service providers and clients, between funders and frontline organizations, and between advocates and the communities they serve. But what happens when our work moves online? Can trust survive the transition to digital?
At Catalyst Haven Digital Communications, we believe not only can it survive, it can thrive. But only if we build it intentionally.
What is Digital Trust?
Digital trust is the confidence your audience has in your online presence: that your information is accurate, your intentions are transparent, and their data and dignity are protected. In the MHSU space, this means showing up authentically, safeguarding user privacy, and communicating with empathy and clarity.
Why It’s Especially Crucial in the Substance Use and Mental Health Sectors
People accessing substance use or mental health services are often navigating stigma, trauma, and systemic barriers. A misstep in digital communication, whether it’s unclear language, inconsistent messaging, or a broken confidentiality promise, can damage relationships and disengage the very people we aim to support.
Digital trust isn't just about branding; it’s about safety. And safety builds engagement.
Three Ways to Build Digital Trust
1. Center Lived Experience, Not Just Strategy
People can tell when content is written for them, not just about them. Invite those with lived or living experience to co-create your content and campaigns. This ensures your message is grounded, respectful, and real.
2. Prioritize Transparency and Consent
Be clear about how data is collected, used, and stored. If you’re collecting stories, running a survey, or hosting a webinar, let participants know what to expect. Respect their right to opt in or out at every step.
3. Be Consistent and Accessible
Digital trust grows when your presence is consistent across platforms and communications. Use inclusive language, alt text, plain formatting, and design that works on mobile devices. Accessibility is not just a checkbox, it’s an equity issue.
Our Role at Catalyst Haven
We specialize in digital communications for substance use and mental health organizations because we know how high the stakes are. We’ve seen how a well-crafted digital presence can humanize your work, build credibility with funders, and, most importantly, create a safer digital space for the communities you serve.
Building digital trust takes time. But it starts with the right foundation, and we’re here to help you lay it.
Need support with your digital communications strategy?
Let’s talk about how we can strengthen your online presence while staying true to your mission. Reach out to hello@catalysthaven.ca.