NSPCC and ChildLine have utilised digital platforms to communicate with young people to increase their level of engagement with the work that we do. We will showcase some of the successes and pitfalls of working with young people using technology.

1. Overcoming the barriers
to getting the young
person’s voice heard
By Emily Cherry and Alexandra Mann

2. 2
ChildLine’s journey with digital

3. How do you
use digital in
your work?

4. How do you use digital?
If you do not have access to device – please discuss
the following questions and answer on a post-it.
• How do you use digital with your work with young
people?
• What are some of the different platforms or
methods you use?
• What are some of the pitfalls you experience with
working with digital?
• What are some of the potential solutions for
overcoming the pitfalls mentioned?
4
https://www.surveymonkey.com/s/RIPConference

5. Participation’s
Online
Community:
N-Spire

6. Participation young
people told us:
- Wanted a way to
communicate between face to
face meetings
- Receiving regular updates
- Talk to influential people
directly
- Learn about different
opportunities
- Get their voices heard
- Andddd… Have fun!
6
Young people led

7. 7
And N-Spire was born!

8. The Features
Our favourites…
• Chat
• Blogs
• Events
• Custom profiles
8
Also available…
• Groups
• Photos
• Videos
• Games

9. Some of the pitfalls

10. • Maintaining a safe site
• Maintaining user engagement
• Navigating the site
• Embedding a community feel for individuals who
have never met
• Staff costs to maintain
10
Things to consider

11. ChildLine
Facebook
Page

12. We use the ChildLine Facebook page for:
• Sharing ChildLine and NSPCC Campaigns
• Raising awareness of ChildLine
• Speaking and interacting with young people on a
different platform
• Increase propensity to contact ChildLine
12
ChildLine Facebook Page

13. Example of organic post
13

14. Some of the pitfalls

15. Disclosures on ChildLine
Facebook
General disclosures
We frequently get posters sharing that they love
ChildLine and that it has helped them
enormously. Unfortunately we have to hide these
posts as they show vulnerability to the wider
world and put these young people in danger.
Welfare disclosures
We frequently get young people disclosing
welfare and safeguarding concerns on Facebook
private message.

16. Additionally
• It’s a very public domain
• Can’t control young people’s interactions
with each other and relationships formed
from our Page
• Staff resource of hosts responding to
posts
• Costs of moderation
16

17. ChildLine
Website

18. 18

19. The ChildLine website is currently undergoing a
redevelopment. 19
ChildLine website
The features:
• Articles on 20 overarching themes (e.g. Self
Harm, Puberty, Friends)
• Get Involved
• Games
• Videos
• ChildLine Locker
• Buddy Page (ChildLine Schools Service)
• Feedback pages
• Talk: Message Boards, 1-2-1 Chat and Ask Sam

20. Some of the pitfalls

21. 21
Mobile accessibility

22. ChildLine
Online
Services:
Message
Boards,
Ask Sam and
1-2-1 Chat

23. Message Boards
23
Sometimes, it just reminds you
that people care. Even if the
advice they give is not so good,
or doesn't work for you,
sometimes you need a kind word
to help you through the day. And
by replying, even with just a
simple "hi, I understand," it
shows they care. And I'm
grateful.
Its an amazing way
of getting support
and giving advice to
others in the same
situation as me.
• MB are anonymous
• Pre-moderated
• Great place for
young people to
receive and give
support

24. Ask Sam
24
Yes, reading Ask Sam is very
useful. I don't want to actually
send a message to Sam. But if I
want to get an answer or an
outsider's insight to a problem, I
can read Ask Sam, without
writing a letter or going on a
message board. Thanks Childline
for being such an amazing
organisation!
Yes, thank you for great
tips! I still have pretty
hard time with my
parents, but following
your said, things are a bit
easier now. Big thanks,
Sam
• Young people write
in questions to
Sam
• Responds publicly
to a handful of
questions

25. 1-2-1 Chat
25
The best advice comes from
the 1-2-1 chats with childline
counsellors. They always pay
full attention and give sensible
advice to help you through the
problem no matter how big or
small
On 1 to 1 chat on of the
people from ChildLine
Really helped me to
stop the person who
was bulling me! Thanks
Childline! :)
• Young people can
have 1-2-1 online
chats with a
counsellor

26. Some of the pitfalls

27. Message Boards, Ask Sam and
1-2-1 Chat
• Cost for moderation is high
• Young people feel alone if they don’t receive a
response or some might feel favoured
• Might get in disagreements with other members
• Ensuring system is up to date and compatible with
all devices
• Ability to respond to 1-2-1 chat is a
lower than by phone

28. How do you
use digital in
your work?

29. How do you use digital?
29

30. Share Aware
30

31. Thank you!