The  Helplines  Standard Mark McLean
Agenda <ul><li>The starting point </li></ul><ul><li>The journey </li></ul><ul><li>The helplines that accompanied us </li><...
The starting point <ul><li>A multi-channel world </li></ul><ul><li>The Facebook generation </li></ul><ul><li>A commerciall...
The route <ul><li>Consult with members, commissioners and helpline users </li></ul><ul><li>Bring in expert project consult...
The helplines that accompanied us <ul><li>Ask Brook </li></ul><ul><li>Child Law Advice Line </li></ul><ul><li>Community Ad...
Key messages from users <ul><li>Make it easy for me to find out about your helpline </li></ul><ul><li>Respond promptly to ...
The destination <ul><li>Accommodates multiple channels and sites </li></ul><ul><li>Focuses on issues of specific importanc...
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The Helplines Standard launch

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The Helplines Standard launch

  1. 1. The Helplines Standard Mark McLean
  2. 2. Agenda <ul><li>The starting point </li></ul><ul><li>The journey </li></ul><ul><li>The helplines that accompanied us </li></ul><ul><li>The destination </li></ul>
  3. 3. The starting point <ul><li>A multi-channel world </li></ul><ul><li>The Facebook generation </li></ul><ul><li>A commercially challenging environment </li></ul><ul><li>Need to create a tool to support sustainability </li></ul>
  4. 4. The route <ul><li>Consult with members, commissioners and helpline users </li></ul><ul><li>Bring in expert project consultant and steering group </li></ul><ul><li>Undertake pilot and listen to feedback from helplines and assessors involved </li></ul>
  5. 5. The helplines that accompanied us <ul><li>Ask Brook </li></ul><ul><li>Child Law Advice Line </li></ul><ul><li>Community Advice and Listening Line </li></ul><ul><li>Gingerbread Single Parent Helpline </li></ul><ul><li>Meningitis Research Foundation </li></ul><ul><li>Message Home </li></ul><ul><li>Myeloma Infoline </li></ul><ul><li>Pet Bereavement Support Service </li></ul><ul><li>Respect Phoneline </li></ul><ul><li>Runaway Helpline </li></ul><ul><li>Wales Drug and Alcohol Helpline (DAN 24/7) </li></ul><ul><li>YoungMinds </li></ul>
  6. 6. Key messages from users <ul><li>Make it easy for me to find out about your helpline </li></ul><ul><li>Respond promptly to my enquiry </li></ul><ul><li>Be friendly and knowledgeable </li></ul><ul><li>Treat me as an individual </li></ul><ul><li>Use personal data about me appropriately </li></ul><ul><li>Deliver what you promise </li></ul>
  7. 7. The destination <ul><li>Accommodates multiple channels and sites </li></ul><ul><li>Focuses on issues of specific importance to helplines </li></ul><ul><li>Greater emphasis on strategic planning </li></ul><ul><li>Specific requirements re individualisation and use of personal data </li></ul><ul><li>Documentary evidence is submitted online </li></ul><ul><li>Assessment fee reduced by 20% </li></ul><ul><li>Publication and website available in May </li></ul>
  8. 8. Congratulations!
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