This document discusses requirements for online counseling software. It provides an overview of key characteristics and technical requirements for chat-based counseling, including features for counselors and callers. Two example chat software programs, PHP Live and Ace Operator, are described. The document outlines requirements for the counseling process such as counselor login, caller allocation, and chat transcripts. It also discusses general software characteristics like reporting, security, and setup/administration.

1. Software for e-counseling
Ace Operator
KJT
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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
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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”
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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”
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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”
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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
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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
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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
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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 messages
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• Is the message sent also the message received? ( SSL)
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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 Vlaanderen
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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
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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,...)
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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
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