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NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
NSPCC Childline - Message Board Services
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NSPCC Childline - Message Board Services

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Transcript

  • 1. Main title slide Always in 354 Green ChildLine NSPCC Online services 15th November 2010 Joelle Leader Assistant Director LSE Tom Walker Community Manager Tempero Ltd
  • 2. PLAN! • BRIEF OVERVIEW OF ONLINE SERVICE • ASK SAM • MESSAGE BOARD MODERATING
  • 3. What does the online service offer? • INTERACTIVEINTERACTIVE • Ask Sam – Children can post and read letters on a problem page • Message board – Moderated by Tempero- children can discuss issues that matter to them with each other • Email – An internal e-mail system • 1-2-1- Live conversations with a counsellor
  • 4. What does the online service offer? • EXPLORATORYEXPLORATORY • Explore Section- Self help information • Text Messaging – Sending SMS and receiving a standard help response • Creative tool – create images to express themselves
  • 5. ASK SAM PURPOSE?  PROBLEM PAGE-AGONY AUNT  ONLY PART NOT REQUIRED TO REGISTER  REMAIN ANONYMOUS  SOME USE AS ‘TEST’ SERVICE  WEEKLY TOPIC SELECTED BY SUJECT MATTER
  • 6. MESSAGE BOARDS • PEER TO PEER • EVERYTHING MODERATED AND POSTED OR ESCALATION QUEUE • 38 SUBJECT AREAS • USERS MUST REGISTER WITH USER NAME AND PASSWORD
  • 7. CHILDLINE ONLINE Launched Sept 09 SEPT 2010: 81,241 different visitors to site 121 CHAT ASK SAM M. BOARD E MAILS July 2010 9,536 731 4,220 2,120 Sept 2009 (6,910) (485) (537) (782)
  • 8. MODERATION • MODERATED EXTERNALLY BY TEMPERO • COUNSELLORS CAN FOCUS ON CHILDREN • MODERATORS HAVE EXPERTISE • WORK IN PARTNERSHIP
  • 9. Managing social media 24/7
  • 10. WHO ARE TEMPERO? • UK’s leading social media and community management company • We help manage and moderate communities and online spaces.
  • 11.  1,000,000s messages moderated  60 live clients  50 platforms  15 languages  14 years worth of moderation in 2009 alone  120+ social network profiles  1,000s conversations tracked  10,000s mentions monitored  365 / 24 / 7 We are the world’s largest social media management company* *Based on closest competition staff numbers, client base, project size
  • 12. • Pre-moderation of over a thousand message board posts a week, including moderation of usernames • Over a hundred Ask Sams moderated a week • Over 200 images moderated a week • Dedicated team of 5 moderators working 9am-9pm, 7 days a week • Escalate messages / Images of concern • Track and highlight problem users • Pass on user feedback regarding the website and other ChildLine services • We don’t have access to user Case Management notes Our Work for ChildLine
  • 13. Messageboard Stats
  • 14. Ask Sam stats
  • 15. Image stats
  • 16. Weekly reports
  • 17. Weekly reports
  • 18. Criteria for inclusion- a debate!
  • 19. Criteria for inclusion- a debate!
  • 20. BABY IN MY TUM
  • 21. BABY IN MY TUM
  • 22. Image GuidelinesImage Guidelines • Escalate – We have context here. We know that some form of abuse has taken place and the razor blade gives us an indication of how the user intends to punish them self. Any user that feels they ‘need to be punished’ should warrant escalating an image.
  • 23. • Accept – This image can be read several ways. It’s tempting to see something sinister, but this could easily be an image of them and their sister not well drawn. Unless it’s clear that the child is saying that abuse is taking place we should accept. Image GuidelinesImage Guidelines
  • 24. Image GuidelinesImage Guidelines Accept - This should be accepted as usual. There is no indication here that the user means that they are currently harming.
  • 25. THANK YOU TOO!
  • 26. •QUESTIONS??

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