chat counseling
Post on 16-May-2015
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The Danish research- and development project on chat counselling
Trine Natasja Sindahl
MSc in Psychology, Copenhagen University.
Work at the Danish child helpline: BørneTelefonen, since 2007.Supervision and method development.
Worked with anonymous counselling services since 1995.
Part-time lecturer at Copenhagen University – Department of Psychology. Teach how to develop and evaluate social interventions.
Todays presentation
• Main findings from the Danish research- and development programme on chat counselling
• Small break
• Questions and discussion
• A peek at out text service (BørneTelefonen på SMS)
Main points
1. Counselling for children and youth should be offered in a variety of medias
2. General counselling skills are just as or even more important than media specific skills
3. We should not ask if our service is popular, but if it is useful
Brief about Børns Vilkår
Founded 1977300 volunteers educated in working with children25.000 counselling sessions in 201145 employeesWorking for all children in Denmark; however, a strong focus on children at riskBørneTelefonen established in 1987
2001=:-)=:-);-)=);-)=)
BørneChatten 2001-2011
4571049 913 782
1109 877 1053
1846
2764
4188
8335
0
1000
2000
3000
4000
5000
6000
7000
8000
9000
2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011
Research- and development programme on chat counselling, 2007-2011
Research publications:• Literature review of international chat
counselling research• Article presenting an analysis of 15 chat
counselling sessions• Comparison study: chat and telephone
counselling • Results and recommendation based on the
method-development project• Children’s view of the Danish chat
counselling service• Children’s view on online help
– Handbook in chat counselling
Developing:• A new software for conducting chat
counselling• Increasing children’s access to chat
counselling• The chat counselling methodology• A website for children that supports
the counselling• A training programme in chat
counselling
What I want to share with you …
• Advantages and disadvantages
• The users
• Developing alliance
• What works?
Why chat?• Choice• Feeling of control• Anonymity• Writing• Free• Silent• Independent of place• Can be combined with
other online tools• - and it works!
Possibilities for the organisation
Why not?
• Simultaneous• Time consuming• Misunderstandings and
conflicts• Disinhibition effect• Loose contact• Virtual identities• Difficult to make risk
assessment• Digital divided• Technical problems!
Children and youth in chat counselling
• Compared with telephone counselling we see – across countries – the same tendencies:– Even more girls– A little bit older (Child helplines)– Larger amount of serious and
complex problems, neglected and violated children.
The typical user of a chat counselling service …
• … is a girl• … in puberty• … with serious and complex problems• … who doesn’t want to be exposed• … and who prefer time and quietness to articulate how she feels
Working alliance
Can it do harm?
• Must not compromise the users wellbeing, rights or confidentiality
• Must not contribute to lesser wellbeing or stand in the way of more effective help
• Will it replace necessary help?• Will it contribute to development of
dependency?
Effects of chat counselling• De Kindertelefoon, The Netherlands
– Fukkink, R. & Hermanns, J. (2007): Children’s Experiences with the Kindertelefoon; Telephone Support Compared to Chat Support. SCO-Kohnstamm Instituut.
• Kids HelpLine, Australia– King, R., Bambling, M., Reid, W. & Thomas, I. (2006b): “Telephone and online counselling for
young people: A naturalistic comparison of session outcome, session impact and therapeutic alliance”. Counselling and Psychotherapy Research vol. 6(3) Sep 2006, pp. 175-181.
• SAHAR, Israel– Barak, A. & Bloch, N. (2006): “Factors related to perceived helpfulness in supporting highly
distressed individuals through an online support chat”. CyberPsychology & Behavior, 9(1), 60-68.
• BRIS, Sweden– Andersson, K. & Osvaldsson, K. (2011): Utvärdering av BRIS Internetbaserede stödkontakter.
Executive summary. Linköpings universitet.
• Børns Vilkår, Denmark
1. I feel better/worse2. I was (not) taken seriously3. We (did not) talk about, what I
wanted to talk about4. I (don’t) have a better overview of
my problem5. I (don’t) know what to do now
What works?
Phase 3
When the child gets a better overview of
its problems When the child gets an idea of what to
do
Phase 4
When the child has talked about what it
wanted to talk about
When the child is taken seriously
Conclusions
• Be present on several medias
• Chat counselling offers a useful way of getting in contact with children at risk
• Chat counselling works
Why a texting service too?”I think there are many that are too shy to talk to an adult, they don’t know – texting is easier”
”Then your mother can’t see it if you share a computer”
“Uou can write even if you are not at home – if you are sitting outside… or just lying in bed … you don’t have to start up the computer.”
”you can take it with you on your mobile”
”A lot of times I wanted to contact you during school hours or something like that – I will be able to do that on text”
”…it’s very smart – you can write when you are in class without disturbing the class”
Developing the service
• Our counselling methodology should dictate the system – not vice versa
• However we wanted to utilize the advantages off this specific media
• We worked hard to get the number 116 111 – and succeeded!
• We stand on the shoulders of giants
I think it sounds very interesting, but my
thombs hurts so much when I text
I think it sounds very interesting, but my
thombs hurts so much when I text
624 counselling sessions
Anyquestions?
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