Veronica donoso

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Veronica donoso

  1. 1. CH@DVICEHow chat counseling can support the work of Helplines Verónica Donoso, Philippe Bocklandt & Sara Botte
  2. 2. Ch@dvice Project2  Children  @ = new media and online technologies  Ch@t  @dvice = empower children and young people Ch@dvice inventory - april 2012
  3. 3. Ch@dvice – 4 workstream concept3  Ch@dvice inventory  Defining and describing practices regarding primary online support/assistance on sexual child abuse in Europe  Ch@dvice case study  Organisation, testing and implementations of a one-to-one chat application in Child Focus  Ch@dvice guide  a concrete model for primary online social chat support  Ch@dvice Teacher Handbook  Educational program Ch@dvice inventory - april 2012
  4. 4. 4 Ch@dvice inventory Describing primary online assistance for children and young people concerning sexual abuse in Europe – first phase
  5. 5. Focus: Primary social services5 Focus: EU agencies, welfare institutions, organisations and helplines...  ... that have an online service (chat, e-mail address, SNS…)  ... operated by professionals or trained volunteers (no self- help groups)  ... where citizens can receive assistance, support and a crisis intervention, or where they can report a problem and receive a referral (no treatment)  ... concerning the (online or offline) sexual abuse of children and or young people (0-18 year olds) Starting question: “Which organisations (and helplines) in your country have an online service for questions or reports concerning the (online) sexual abuse of children and/or young people?” Ch@dvice inventory - april 2012
  6. 6. 6 Screening tool – some parameters  General information: country, source, kind of organization, website-adres, sub-sites ...  Target group: children, young people, professionals, adults, ..  Sexual abuse is/is not a (main) theme  Homepage mentions information on anonymity  Online(help) tools: with or without interaction  Personal appreciation of the researcher (collecting arguments for further screening in depth) Ch@dvice inventory - april 2012
  7. 7. Initial results7 Ch@dvice inventory - april 2012 7
  8. 8. Austria 10 Belgium 7 Screened websites Bulgaria 8 Cyprus 1 Czech Republic 128 Denmark 7 Estonia 5 Finland 3 France 4 8 Germany 17 Greece 3 3 3 Hungary 2 Ireland 2 5 Italy 3 7 3 Latvia 3 2 6 Lithuania 6 25 Luxembourg 3 9 7 Malta 2 17 3 Netherlands 25 3 12 3 Poland 3 Portugal 2 4 10 2 7 Romania 7 4 Slovakia 4 2 2 3 8 2 Slovenia 3 Spain 2 Sweden 8 3 United Kingdom 9 TOTAL 161 1 Ch@dvice inventory - april 2012
  9. 9. Screened websites9 with sexual abuse as (main) subject Austria 5 Belgium 5 Bulgaria 6 3 Cyprus 1 Czech Republic 4 Denmark 7 3 1 Estonia 1 Finland 1 1 France 2 Germany 7 7 0 Greece 2 1 3 Hungary 1 14 Ireland 1 5 5 Italy 2 7 2 Latvia 0 Lithuania 3 2 4 2 Luxembourg 2 Malta 0 2 5 1 5 Netherlands 14 1 Poland Portugal 2 1 1 0 2 6 0 Romania 5 Slovakia 2 Slovenia 1 2 Spain 0 Sweden 3 1 United Kingdom 5 Total 83 Ch@dvice inventory - april 2012
  10. 10. 10 Main findings  In each of the 27 countries we found relevant websites  In 24 of the 27 countries ‘sexual abuse’ was the main subject or a subject of at least one website  In Latvia, Malta and Spain no websites were found  Great difference in the ‘availability’ of sites in the 27 countries  NL (14) vs. Spain (0) Ch@dvice inventory - april 2012
  11. 11. Target group of the websites11 Target group in % websites 68 48 50 42 35 21 kids young people parents professionals adults target group (undetermined) not clear Ch@dvice inventory - april 2012
  12. 12. ‘Sexual abuse’ on the website is ...12 main theme one of the themes not explicitly named 17% 47% 36% Ch@dvice inventory - april 2012
  13. 13. 13 The site gives information about...  ... the organization behind the website: 83 % (77% do this on the homepage)  ... privacy or anonymity: 51 % (44% do this on the homepage)  This means also that ...  ... in 17 % it isn’t very clear who’s in charge of the site  ... in 49 % the users might have doubts on how the organization deals with their information Ch@dvice inventory - april 2012
  14. 14. Online help tools available14 One way Online help with communication interaction Information Postponed Direct Interaction Sites interaction interaction Uncertain 139 113 69 websites websites websites 92 75 % sites with ... 46 information sites postponed or direct interaction interaction uncertain Ch@dvice inventory - april 2012
  15. 15. Information tools available15 % sites with ... 68 48 38 33 11 5 tips and tag cloud FAQs links testimonials news advice Ch@dvice inventory - april 2012
  16. 16. Direct or postponed online help tools available16 % sites with … 63 35 22 1 forum e-mail chatforum 1-1-chat Ch@dvice inventory - april 2012
  17. 17. Help tools (interaction “uncertain”) available17 34 13 % sites with … 11 social networksites games self help instruments Ch@dvice inventory - april 2012
  18. 18. 18 Additional features  19% of the websites have a button/link to report sexual abuse  7 % of the websites have a ‘hide page’ button Ch@dvice inventory - april 2012
  19. 19. Attention19 to other communication tools  61% mentions telephone help on the homepage  15% mentions face-to-face help  6% mention the possibility to use SMS or Skype Ch@dvice inventory - april 2012
  20. 20. Next steps: In-depth screening20 Ch@dvice inventory - april 2012 20
  21. 21. 21 Goals of the in depth screening  Illustrations of practices of chat help in Europe  Recommendations for implementing chat help from different EU practices Ch@dvice inventory - april 2012
  22. 22. Criteria for the selection of websites22  Kids or young people are a visible target group on the website (114 sites)  Sexual abuse is a (main) subject on the site (83 sites)  1-1-chat is available (53 sites)  Advice from the INSAFE-national representatives  Advice from the research members for further screening of very relevant sites  Total: 37 websites Ch@dvice inventory - april 2012
  23. 23. Focus of Screening (Phase 2)23  Operational guidelines  Vision and position of online help in the organization  How to handle anonymity, registration, training of repliers...  Amount of visitors/users of the site  Evaluations by target groups or repliers  … Ch@dvice inventory - april 2012
  24. 24. 24 Case study Ch@t Providing support to (potential) young victims of sexual abuse via a one-to-one chat application
  25. 25. Case study chat Launching: January, 11th, 2012 Open 3 days/week (12hrs./week)  Service in French and Dutch (NL) www.nupraatikerover.be (FR) www.maintenantjenparle.be6000 hits/3 months)
  26. 26. First experiences (1) Chat sessions about sexual abuse usually take approx. 1 hour (others +/- 10 minutes) Many chatters come back for another chat session More Dutch speaking chatters than French speaking ones
  27. 27. First experiences (2) «I am happy that I can finally talk to someone. I don’t dare to talk about it with anyone else because I feel so ashamed» (Boy , 13 years old) “I want him to stop doing this, but I don’t really know how to deal with it” (Girl, 15 years old)
  28. 28. Statistics-> based on 47 working days (until end of April2012) 107 cases (Approx. 163 chat sessions)  84 about sexual abuse/exploitation  23 other problems (suicide, heartbreak,..)  2 “fakers”  The majority of the sessions were conducted in Dutch
  29. 29. Who chatted with us? other 7 3rd party 18 Mother 2 Victim 80
  30. 30. Age of chatters
  31. 31. Gender of chatters
  32. 32. Why did they chat with us?
  33. 33. Conclusions (1)  Conversations via chat are helpful!  Important for victims to tell their story (what happend & what they feel/do) = “let it go”  For some teens the chat is their only option to tell their story = 1st step towards other forms of (online) help  Challenges  Situations where the abuse is still ongoing  Ethical issues: Professional secrecy vs. Anonymity, etc.
  34. 34. Conclusions (2) Online support services are needed, especially among children and young people Chat can serve to “complement” other forms of online/offline help (rather than as a “replacement”)  Chat responds better to certain client’s personality, needs (anonymity, self-disclosure, eavesdropping, telephone bill, etc.) Chat can be useful to provide support in a variety of topics, especially sensitive ones Chat is flexible: one-to-one (adult-child support), group chat (peer-to-peer support), etc.
  35. 35. Some useful references Fukkink, R. & Hermans, J. (2009). Counseling children at a helpline: Chatting or calling? Andersson, K. and Osvaldsson, K. (2011). “Evaluation of Bris‘Internet based support contacts”. Lonköping University, Linköping, Sweden. Sindahl, T. N. (2010). Danish research- and development project focusing on chat as a medium for counseling children and youth.
  36. 36. THANK YOU FOR YOUR ATTENTION!! Questions? Veronica.Donoso@childfocus.org

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