KJT - Overview media and characteristics

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KJT - Overview media and characteristics

  1. 1. The use and properties of channels tocommunicate with children and youngsters: phone, chat, e-mail, forum Geert Strobbe (Secretary Kinder- en JongerenTelefoon)
  2. 2. Table of Contents • Overview of different communication channels • Year results 2011 • Striking developments in the past years • Media-characteristics – Telephone – Chat – E-mail – Forum23-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 2
  3. 3. KJT media• Telephone – Number: 102 – Hours: • Daily from 4 pm until 10 pm, except on Sunday and national holidays• Chat – Website: www.kjt.org – From 6 pm until 10 pm, every Monday and Wednesday• E-mail – E-mail: brievenbus@kjt.org• Forum – Website: www.kjt.org, www.102.be
  4. 4. Numbers • Numbers 2009 Telephone Chat E-mail Not answered calls 748689 5589 0 Calls without dialogue 15259 68 4 Dialogues 11214 795 5397 Total 775162 6452 5401• Total • Share of calls over • Share of dialogues over the different media the different media 100% 90% Telphon 80% e 70% 98% 60% 50% 40% 30% Chat 20% E-mail 1% 1% 10% 0% Telphone Chat E-mail Telephone Chat E-mail Medium Not answered calls Calls without dialogue Dialogues 23-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 4
  5. 5. Themes • Most popular themes per communication medium e-mail telefoon chat gespreks-themas subthemas aantal %gespreks-themas subthemas aantal % gespreks-themas subthemas aantal % vrienden niet gespecificeerd 500 9,30%geweld pesten 826 7,40% vrienden niet gespecificeerd 97 12,20% geweld ruzie 465 8,60%vrienden niet gespecificeerd 623 5,60% psychische gezondheid zelfmoord(gedachten) 82 10,30%geweld ruzie 597 5,30% psychische gezondheid zelfverwonding 77 9,70% verliefdheid aanmaken 392 7,30%verliefdheid aanmaken 528 4,70% verliefdheid niet gespecificeerd 72 9,10% andere niet gespecificeerd 379 7,00% verliefdheid niet gespecificeerd 363 6,70%andere niet gespecificeerd 484 4,30% geweld ruzie 72 9,10%gezin niet gespecificeerd 384 3,40% verliefdheid aanmaken 69 8,70% psychische gezondheid depressie 361 6,70%verliefdheid niet gespecificeerd 376 3,40% geweld seksuele aanranding/ misbruik 54 6,80% psychische gezondheid zelfvertrouwen 355 6,60%seksualiteit info over vrijen 366 3,30% gezin niet gespecificeerd 50 6,30% psychische gezondheid zelfmoord(gedachten) 355 6,60%gezin huisregels 310 2,80% lichaam uiterlijk 47 5,90% gezin huisregels 290 5,40%algemene onderwerpen info over KJT 308 2,70% geweld pesten 46 5,80% verliefdheid relatieproblemen 286 5,30%vrije tijd babbeltje/grapje/gedichtje/liedje 300 2,70% seksualiteit info over vrijen 40 5,00% geweld pesten 256 4,70%school niet gespecificeerd 298 2,70% psychische gezondheid depressie 39 4,90% lichaam uiterlijk 254 4,70%verliefdheid relatieproblemen 288 2,60% psychische gezondheid zelfvertrouwen 38 4,80% psychische gezondheid angst 246 4,60%seksualiteit niet gespecificeerd 286 2,60% verliefdheid relatieproblemen 38 4,80% gezin niet gespecificeerd 235 4,40%vrije tijd verveling 286 2,60% psychische gezondheid angst 37 4,70% lichaam fysieke gezondheid 210 3,90%psychische gezondheid angst 280 2,50% psychische gezondheid eetstoornissen 37 4,70% psychische gezondheid zelfverwonding 210 3,90%gezin echtscheiding 274 2,40% gezin huisregels 35 4,40% seksualiteit zwangerschap 184 3,40%geweld fysieke mishandeling 255 2,30% seksualiteit zwangerschap 33 4,20% psychische gezondheid eenzaamheid 179 3,30%school schoolprestaties 250 2,20% psychische gezondheid verlies/rouw 33 4,20% geweld seksuele aanranding/ misbruik 160 3,00%lichaam fysieke gezondheid 240 2,10% seksualiteit seksuele relatie 28 3,50% gezin echtscheiding 156 2,90% 23-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 5
  6. 6. Most important developments(1)• Phone : – Toll free number – Use of mobile phones EvolutionTelefoonOproepen Evolutie Telephone calls 900000 800000 Number of calls Aantal oproepen 700000 600000 500000 400000 300000 200000 100000 0 2001 2002 2003 2004 2005 2006 2007 2008 2009 Year Jaar 078/151413 0800/15111 102
  7. 7. Most important developments (2)• E-mail – Steady growth Evolution e-mails Evolutie e-mails 6000 Number of e-mails 5000 Aantal e-mails 4000 3000 2000 1000 0 2001 2002 2003 2004 2005 2006 2007 2008 2009 Year Jaar
  8. 8. Most important developments (3)• Chat – Increase by 200% through the expansion of the chat service from 1 up to 2 evenings Evolution Chat gesprekken Evolutie chat conversations 1000 Number of chats Aantal chatgesprekken 800 600 400 200 0 2001 2002 2003 2004 2005 2006 2007 2008 2009 Year Jaar
  9. 9. Chat calls in 2009 Answered calls every month• 6452 “calls” (clicks on the chat button during the opening hours) – Almost a duplication in comparison to 2008 (3400)• 863 answered calls – 126 % more than in 2008• 795 dialogues (92% of the answered calls) 23-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 9
  10. 10. Media-characteristics• Telephone / mobile(1) – Accessibility • Hours • Number of counsellors • Mobile – Costs for the caller • For free – Fast medium / immediate feedback expected • Duration of an average conversation: 6 minutes – Close connection with the caller is possible – Anonymity of the caller • Phone number is not shown • Not appropriate for “follow up conversations”23-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 10
  11. 11. Media-characteristics• Telepone / mobile (2) – “Side effects” • Malicious calls • Continuous calls( +/- 6%) • Prank calls (+/- 30%) – Possibility to recall • When we should give up anonimity • “confidentiality” – Authentication (of the caller) • Through phone number? – Confidentiality • Listening in • But also: is the caller alone in the room? (certainly when “recalling”)23-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 11
  12. 12. Media-characteristics• Chat (1) – Accessibility • Opening hours • Number of counsellors – Accessibility • ~ internet • Technical obstacles (download, language,...) • Low psychological barrier – Costs for the caller • Accessibility of the internet (fixed cost every month) – Relatively slow medium – conversations run slow • Duration average conversation: 30 min • Immediate feedback expected • ! Legal questions – Close connection possible with chatter (“distance” leads to proximity) – Anonymity (of the chatter) • Limited benefit of IP addresses23-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 12
  13. 13. Media-characteristics• Chat (2) – “Side effects” • Continuous chatters • Almost no “prank chats” – Not easy to contact the chatter • Give up anonymity • Accessibility of the chatter at his computer – Authentication (of the chatter) • “chatter can be identified” (registration procedure (log in)/ ~skype) – Confidentiality • “Listening in” can be inhibited by enciphering the messages (SSL) • But also: is the chatter alone in the room ?23-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 13
  14. 14. Media-characteristics• E-mail (1) – Accessibility • Number of counsellors • All incoming e-mails are being answered. – Accessibility • ~ internet • Webmail (hotmail, ...) – Costs for the client • Accessibility of the internet (fixed cost every month) – Slow medium • Callers expect feedback in “a couple of days” • Youngsters have a lot of time to formulate and reflect on their questions • There‟s more time to think about the answers: “Verba volant, scripta manent” • Difficult to ask for clarification – More distance to the client – Anonymity of the client • E-mail address is unknown. • Appropriate for “follow-up conversations”23-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 14
  15. 15. Media-characteristics• E-mail (2) – “Side effects” • Continuous clients ! – There‟s always the possibility to mail back to the client. • Also see “confidentiality“ – Authentication (of the client) • through e-mail address ? – Confidentiality • “Listening in” is impossible through encrypting (certificates, ...) • Youngster can write/read an e-mail when he feels like it.23-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 15
  16. 16. Media-characteristics• Forum (1) – Accessibility • Number of counsellors • All incoming messages are being processed – Accessibility • ~ internet – Costs for the client • Accessibility of the internet (fixed cost monthly) – Quick / difficult medium • A quick feedback is expected • Hard to ask for clarification • (Too) much questions • Clients expect a personalised answer – Distance to the client – Anonymity of the client23-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 16
  17. 17. Media-characteristics• Forum (2) – “Side effets” • To guarantee someone else‟s opinion and to ask for „censorship‟ policy • Often the same questions -> FAQ • What if two (anonymous) clients want to get in touch with one another? – To get directly in contact with the client: • In public or … • In private: “closed forum” (with registration) – Authentication (of the client) • Through registration: username + password – Confidentiality • “Closed forum” / protected website (https:) • Youngster can write/read the forum when he feels like it (ajust …)23-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 17

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