{"id":5402,"date":"2012-02-08T11:15:24","date_gmt":"2012-02-08T16:15:24","guid":{"rendered":"http:\/\/ccpa.scottbuckingham.ca\/blog\/?p=1760"},"modified":"2015-07-03T16:04:23","modified_gmt":"2015-07-03T20:04:23","slug":"researching-chatting","status":"publish","type":"post","link":"https:\/\/www.ccpa-accp.ca\/fr\/researching-chatting\/","title":{"rendered":"Researching Chatting"},"content":{"rendered":"

As I mentioned last time a number of crisis lines have added online services such as real-time chats and e-counselling.\u00a0 It\u2019s not just Canada. A 2007 report from Child Helpline International[1]<\/a> lists 13 other countries that make use of web-based support in addition to their phone-based support.\u00a0 Given the shifts in help-seeking behaviour in youth it makes sense.<\/p>\n

While web-based support is being widely used researchers and crisis line counsellors are still determining what makes for the most effective and appropriate ways to use this medium.\u00a0 Research has been focussed on outcomes, session impacts, building rapport, assessing therapeutic alliance, comparisons of telephone versus chat, motivations for choosing chatting versus calling and client feedback.<\/p>\n

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One thing is abundantly clear from the research (both academic and informal research conducted by various crisis lines) \u2013 providing crisis counselling in a chat format is quite different than telephone counselling!\u00a0 Building rapport and establishing a working alliance online require new skill sets. Learning how to pose questions, how many to pose at a time, how to show you are listening and engaged, how to express emotion, timing, pacing \u2013 it all takes time, practice to learn the best ways to be effective.[2]<\/a><\/p>\n

A common observation in the research is chat counselling generally takes more time than telephone counselling[3]<\/a>.\u00a0 A study done by researchers from the University of Amsterdam noted the average duration of a chat was 24 minutes while the average phone conversation was 9.3 minutes.[4]<\/a>\u00a0 Similar time frames were noted in the rest of the research I read.\u00a0 Why?\u00a0 Most obvious answer – the client is multi-tasking.\u00a0 Of course there are possible explanations.<\/p>\n

When it comes to choosing chat versus using the telephone, \u201cSome children prefer to discuss their problems using chat because this enables them, among others, to discuss sensitive issues silently with somebody in private; it provides them with more time to think about what they want to say and to understand what the other person has said. Chatting also allows the volunteer who is helping them to remain at a distance. Some children in our study clearly indicated, for example, that they preferred to call with the Kindertelefoon because they considered telephone conversations less anonymous, whereas other children expressed in equally clear choice of words that they preferred chatting because of its anonymity.4<\/a>\u00a0 Similar results were found by other researchers.<\/p>\n

Dutch and Australian research indicates \u201cboth the telephone and the web-based support improved the children\u2019s well-being and decreased their perceived burden of problem\u201d.4<\/a>\u00a0 While Australian research reports \u201cthe therapeutic alliance is weaker in online than in phone counselling\u201d[5]<\/a>\u00a0 the Dutch research claims higher rates of client satisfaction, progress and maintenance of gains made for online than for phone counselling4<\/a>.<\/p>\n

It seems to me that we need to continue to develop counselling methods that take advantage of what\u2019s best in both modalities.<\/p>\n

Dawn Schell, MA, CCC is an affiliate of Worldwide Therapy Online Inc.<\/p>\n

http:\/\/www.therapyonline.ca<\/a><\/p>\n

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[1]<\/a> Child Helpline International. (2007). Connecting to children; A compilation of child helpline 2005 data (4th ed.). Amsterdam, the Netherlands: CHI.<\/p>\n<\/div>\n

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[2]<\/a> Timm, M. (2011) Crisis Counselling Online: Building Rapport with Suicidal Youth<\/em>. (Master\u2019s thesis). Retrieved from\u00a0 cIRcle UBC\u00a0 https:\/\/circle.ubc.ca\/handle\/2429\/33792<\/a> on January 31, 2012.<\/p>\n<\/div>\n

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[3]<\/a> Bambling, M., King, R., Reid, W. & Wegner, K. Online Counselling: The experience of counsellors providing synchronous single-session counselling<\/em> <\/em>to young people.<\/em> Counselling and Psychotherapy Research, June 2008; 8(2)<\/p>\n<\/div>\n

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[4]<\/a> Fukkink, R.G. & Hermanns, J. (2009). Counseling Children at a Helpline; Calling or Chatting?<\/em> Journal of Community Psychology, 37, 8.<\/p>\n<\/div>\n

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[5]<\/a> King, R., Bambling, M, Reid, W. & Thomas, I. (2006). Telephone and online counselling for young people: A naturalistic comparison of session outcome, session impact and therapeutic alliance.<\/em> Counselling and Psychotherapy Research, 6 (3).<\/p>\n<\/div>\n

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<\/a>\u00a0<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

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