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KJT - Chat Software
KJT - Chat Software
KJT - Chat Software
KJT - Chat Software
KJT - Chat Software
KJT - Chat Software
KJT - Chat Software
KJT - Chat Software
KJT - Chat Software
KJT - Chat Software
KJT - Chat Software
KJT - Chat Software
KJT - Chat Software
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KJT - Chat Software

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  • 1. Software for e-counseling Ace Operator KJT Kinder- en JongerenTelefoon Vlaanderen23-2-2012 24-1-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 5 1 VZW
  • 2. Goal of this presentation Goal: Overview of the most important characteristics / requirements of online counseling (one-to-one conversation / chat) Based on experiences of OHUP organizations Examples of two software programs: PHP Live Ace Operator Focus on technical aspects, not on counseling Kinder- en JongerenTelefoon Vlaanderen23-2-2012 24-1-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 5 2 VZW
  • 3. Before the conversation takes place • Login of the aswerer/volunteer: – On a secured webpage • Preferably unvisible for the caller/youngster • Login with Username/password • Fix / Variable “nickname” – “KJT” vs “Ayco of JAC Plus” Kinder- en JongerenTelefoon Vlaanderen23-2-2012 7-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 5 3 VZW
  • 4. Before the conversation takes place • Login of the caller/youngster – On chat webpage (accessible through homepage of KJT website) • Hours • Rules – Duration, use of language, … • Start button of the chat application – No installation of the chat software requiered – Chat application • Choice of “nickname” • Optional: “More information” Kinder- en JongerenTelefoon Vlaanderen23-2-2012 7-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 5 4 VZW
  • 5. At the start of the conversation • Login of the caller/youngster… – Allocation to an answerer/volunteer • Algorithm of allocation – Number of conversations for each answerer – Maximum number of simultaneous conversations for each answerer – (Skills of the answerer + information from “extra information”) • Queue – concept – “All answerers are in conversation?” » Clearly mentioned » Optional: presenting other channels, like e-mail • Start of the interview – “Wake up signal” for the answerer • Sound, beep, ... – “Accepting” the conversation by the answerer • ~ telephone: “pick up” Kinder- en JongerenTelefoon Vlaanderen23-2-2012 7-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 5 5 VZW
  • 6. During the conversation • Characteristics of the User Interface (Caller and Answerer) – In which language must this be available? • ... Not always available in mother tongue – Clear presentation of „who is saying what‟ – Paying attention when a new message enters • With a sound, for example – Mentioning when someone is typing • “Type indicator”  avoids cross-references and … misunderstandings in the communication – Possibility to type grafical emoticons (like MSN)? – Possibility to communicate another webpage? • By sending a hyperlink Door een link door te sturen • By sending a webpage window – Possibility to scroll back Kinder- en JongerenTelefoon Vlaanderen23-2-2012 7-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 5 6 VZW
  • 7. The conversation • Characteristics of the User Interface (Caller and answerer) – Clear indication of ending the conversation • During normal/abnormal circumstances – Possibility to send a questionnaire to the caller • Before the conversation: – extra information: age, gender, location – expectations • After the conversation: – Satisfaction survey • Characteristics of the User Interface – Answerer – Chat between answerers • Possibility to support, to receive tips, to consult, … in case the answerers are working on different locations – Passing through a conversation between answerers – “canned” messages Kinder- en JongerenTelefoon Vlaanderen23-2-2012 7-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 5 7 VZW
  • 8. After the conversation • Characteristics of the software – Caller • Shut down the conversation • Are there traces of the conversation on the computer? – Other software monitoring the activities on the computer (“Parental Control”)? • Possibility to receive a copy of the online conversation (“transcript”)? – Answerer • Availability of a copy of the online conversation – Extra‟s for intervision/supervision: » Lijnnummers? » Timestamp (~tempo) • Integration with registration software – Manual/automatic Kinder- en JongerenTelefoon Vlaanderen23-2-2012 7-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 5 8 VZW
  • 9. In general (1) • Characteristics of the software – Reporting • Conversations – Duration of the conversations (average, ...) – Simultaneous conversations (average,...) • Answerers – Number of conversations in time – Duration of the conversations • Length of the queue (average/to the upmost) • Number of callers that received the message “all answerers are in conversation” – Follow up (monitoring) of the system • When is an answerer logged in/out? • When does the answerer made this conversation? – Confidentiality of the exchanged messages • Could this be eavesdropped? ( SSL) – Integrity of the exchanged messages23-2-2012 • Is the message sent also the message received? ( SSL) Kinder- en JongerenTelefoon Vlaanderen 9 7-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 5 VZW
  • 10. In general (2) • Setup – User Administration (answerers) • Adding/editing/deleting answerers • Configuration of the number of simultaneous conversation for each answerer • Configuration username/password (or other authentication method) – “Password policy” – Configurable elements • Chatwindow – Logo, background, Color scheme,... • Hours – Administration in or outside the application? » Most of the times unprovided  solution through website • Queue – Length, duration, ... • Chat transcripts – E-mail address – ... Kinder- en JongerenTelefoon Vlaanderen23-2-2012 7-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 5 10 VZW
  • 11. In general (3) • Setup – Automatic defense of attacks • Denial of Service • During a certain amount of time – Training environment • Training during / outside the hours Kinder- en JongerenTelefoon Vlaanderen23-2-2012 7-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 5 11 VZW
  • 12. Other points … • “Stable software” – Software crashing, interrupted internetconnections, … result in an unsafe feeling for caller • Pop-up blokkers • Operates on... MS Windows, and other operating systems (OS)... – MAC – Linux • (Hidden) Requirements – JAVA VM / Adobe Flash – IP gates  Firewall settings • Hosting – Stable configuration – Support (helpdesk,...) Kinder- en JongerenTelefoon Vlaanderen23-2-2012 7-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 5 12 VZW
  • 13. Costs • Costs overview – One-off costs • (Development) • Setup – Administration costs • I.e. adding a caller – Recurring costs • Hosting • Use of the software • Unit – I.e. for each group, answerer, simultaneous answerer,… • Examples – PHP live (Hosting) • 145 € /year/organization – ACE Operator (Hosting) • 120 $/answerer/year • One-off cost: 50$ setup fee Kinder- en JongerenTelefoon Vlaanderen23-2-2012 7-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 5 13 VZW

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