ChildLine uses digital tools like N-Spire, a social network for young people, and their Facebook page to engage with young people and raise awareness of their services. They also maintain a website with articles and interactive features, as well as online services like message boards, Ask Sam, and 1-to-1 chats. However, moderating discussions and interactions on these platforms requires significant resources, and technical issues around compatibility and response times can also be challenges.

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?
• SURVEY MONKEY – still needs doing,
but…
• How do you use digital?
• Methods used
• How you overcome/solutions?
4

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
In the next year…
• Increase traffic from Facebook to the website
• Further build the Facebook community
12
ChildLine Facebook Page

13. Demographics
Most popular cities:
1. London
2. Manchester
3. Birmingham
4. Glasgow
5. Belfast
6. Bristol
7. Nottingham
8. Leeds
9. Leicester
10. Newcastle
Top five languages:
1. English (UK)
2. English (US)
3. English (Pirate)
4. Polish
5. Spanish
97% of fans speak
English

14. Example of organic post
14

15. Popular posts: Interactions
These are the posts with the most:Likes Comments Shares
3520
410
46
1187
509
31
2678
168
940
Many of these shares were from
other companies we’d partnered
with to promote the video

16. Host interaction Host comments take one of
three forms:
Joining in with the conversation
Reminding users of the rules
Signposting to support
The role of a host is to monitor
and support discussions. Hosts
respond to private and public
messages asking for help,
respond to some comments on
posts and remind users of
rules around
politeness/sharing on personal
information. These slides will
deal with if host comments
encourage interaction.

17. Some of the pitfalls

18. 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.

19. 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
• Cost of moderation from external agency
19

20. ChildLine
Website

21. 21

22. The ChildLine website is currently undergoing a
redevelopment. 22
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

23. Some of the pitfalls

24. 24
Mobile accessibility

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

26. Message Boards
26
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

27. Ask Sam
27
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
what you’ve said, things
are a bit easier now. Big
thanks, Sam
• Young people write
in questions to
Sam
• Responds publicly
to a handful of
questions

28. 1-2-1 Chat
28
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 bullying me!
Thanks Childline! :)
• Young people can
have 1-2-1 online
chats with a
counsellor

29. Some of the pitfalls

30. Message Boards, Ask Sam and
1-2-1 Chat
• Cost for moderation is high (agency)
• Cost for staff moderation
• 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

31. How do you
use digital in
your work?

32. How do you use digital?
• Analysis of SURVEY MONKEY
32

33. Share Aware
33

34. Thank you!