kjt - overview media and characteristics

The use and properties of channels to

communicate with children and youngsters:

phone, chat, e-mail, forum

Geert Strobbe

(Secretary Kinder- en JongerenTelefoon)

23-2-2012 Kinder- en JongerenTelefoon Vlaanderen VZW 2

Table of Contents

• Overview of different communication channels

• Year results 2011

• Striking developments in the past years

• Media-characteristics– Telephone

– Chat

– E-mail

– Forum

KJT media

• Telephone

– Number: 102

– Hours:

• Daily from 4 pm until 10 pm, except on Sunday and national holidays

• Chat

– Website: www.kjt.org

– From 6 pm until 10 pm, every Monday and Wednesday

• E-mail

– E-mail: [email protected]

• Forum

– Website: www.kjt.org, www.102.be

http://www.kjt.org/

mailto:[email protected]

http://www.kjt.org/

http://www.102.be/


Numbers• Numbers 2009

Telephone Chat E-mail

Not answered calls 748689 5589 0

Calls without dialogue 15259 68 4

Dialogues 11214 795 5397

Total 775162 6452 5401

• Share of dialogues over

the different media

• Share of calls over

the different media

• Total

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Telephone Chat E-mailMedium

Not answered calls Calls without dialogue

Dialogues

Telphone

98%

Chat1%E-mail

1%

Telphone Chat E-mail


Themes

• Most popular themes per communication medium

gespreksthema's subthema's aantal %

vrienden niet gespecificeerd 500 9,30%

geweld ruzie 465 8,60%

verliefdheid aanmaken 392 7,30%

andere niet gespecificeerd 379 7,00%

verliefdheid niet gespecificeerd 363 6,70%

psychische gezondheid depressie 361 6,70%

psychische gezondheid zelfvertrouwen 355 6,60%

psychische gezondheid zelfmoord(gedachten) 355 6,60%

gezin huisregels 290 5,40%

verliefdheid relatieproblemen 286 5,30%

geweld pesten 256 4,70%

lichaam uiterlijk 254 4,70%

psychische gezondheid angst 246 4,60%

gezin niet gespecificeerd 235 4,40%

lichaam fysieke gezondheid 210 3,90%

psychische gezondheid zelfverwonding 210 3,90%

seksualiteit zwangerschap 184 3,40%

psychische gezondheid eenzaamheid 179 3,30%

geweld seksuele aanranding/ misbruik 160 3,00%

gezin echtscheiding 156 2,90%

e-mail






andere niet gespecificeerd 484 4,30%



seksualiteit info over vrijen 366 3,30%


algemene onderwerpen info over KJT 308 2,70%

vrije tijd babbeltje/grapje/gedichtje/liedje 300 2,70%

school niet gespecificeerd 298 2,70%


seksualiteit niet gespecificeerd 286 2,60%

vrije tijd verveling 286 2,60%


gezin echtscheiding 274 2,40%

geweld fysieke mishandeling 255 2,30%

school schoolprestaties 250 2,20%

lichaam fysieke gezondheid 240 2,10%

telefoon



psychische gezondheid zelfmoord(gedachten) 82 10,30%

psychische gezondheid zelfverwonding 77 9,70%




geweld seksuele aanranding/ misbruik 54 6,80%


lichaam uiterlijk 47 5,90%


seksualiteit info over vrijen 40 5,00%

psychische gezondheid depressie 39 4,90%

psychische gezondheid zelfvertrouwen 38 4,80%



psychische gezondheid eetstoornissen 37 4,70%


seksualiteit zwangerschap 33 4,20%

psychische gezondheid verlies/rouw 33 4,20%

seksualiteit seksuele relatie 28 3,50%

chat

Evolutie TelefoonOproepen

0

100000

200000

300000

400000

500000

600000

700000

800000

900000

2001 2002 2003 2004 2005 2006 2007 2008 2009

Jaar

Aan

tal

op

roep

en

Most important developments(1)• Phone :

– Toll free number

– Use of mobile phones

078/151413 0800/15111 102

Evolution Telephone calls

Year

Num

ber

of

calls

Most important developments (2)

• E-mail

– Steady growth

Evolutie e-mails

0

1000

2000

3000

4000

5000

6000

2001 2002 2003 2004 2005 2006 2007 2008 2009

Jaar

Aa

nta

l e

-ma

ils

Evolution e-mails

Num

ber

of

e-m

ails

Year

Most important developments (3)

• Chat

– Increase by 200% through the expansion of the chat service

from 1 up to 2 evenings

Evolutie Chat gesprekken

0

200

400

600

800

1000

2001 2002 2003 2004 2005 2006 2007 2008 2009

Jaar

Aa

nta

l c

ha

tge

sp

rek

ke

n

Evolution chat conversations

Num

ber

of

chats

Year


Chat calls in 2009

• 6452 “calls” (clicks on the chat button during the opening hours)

– Almost a duplication in comparison to 2008 (3400)

• 863 answered calls

– 126 % more than in 2008

• 795 dialogues (92% of the answered calls)

Answered calls every month


Media-characteristics• Telephone / mobile(1)

– Accessibility

• Hours

• Number of counsellors

• Mobile

– Costs for the caller

• For free

– Fast medium / immediate feedback expected

• Duration of an average conversation: 6 minutes

– Close connection with the caller is possible

– Anonymity of the caller

• Phone number is not shown

• Not appropriate for “follow up conversations”


Media-characteristics• Telepone / mobile (2)

– “Side effects”

• Malicious calls

• Continuous calls( +/- 6%)

• Prank calls (+/- 30%)

– Possibility to recall

• When we should give up anonimity

• “confidentiality”

– Authentication (of the caller)

• Through phone number?

– Confidentiality

• Listening in

• But also: is the caller alone in the room? (certainly when “recalling”)


Media-characteristics• Chat (1)

– Accessibility

• Opening hours


– Accessibility

• ~ internet

• Technical obstacles (download, language,...)

• Low psychological barrier

– Costs for the caller

• Accessibility of the internet (fixed cost every month)

– Relatively slow medium – conversations run slow

• Duration average conversation: 30 min

• Immediate feedback expected

• ! Legal questions

– Close connection possible with chatter (“distance” leads to proximity)

– Anonymity (of the chatter)

• Limited benefit of IP addresses


Media-characteristics• Chat (2)


• Continuous chatters

• Almost no “prank chats”

– Not easy to contact the chatter

• Give up anonymity

• Accessibility of the chatter at his computer

– Authentication (of the chatter)

• “chatter can be identified” (registration procedure (log in)/ ~skype)

– Confidentiality

• “Listening in” can be inhibited by enciphering the messages (SSL)

• But also: is the chatter alone in the room ?


Media-characteristics• E-mail (1)

– Accessibility


• All incoming e-mails are being answered.

– Accessibility

• ~ internet

• Webmail (hotmail, ...)

– Costs for the client

• Accessibility of the internet (fixed cost every month)

– Slow medium

• Callers expect feedback in “a couple of days”

• Youngsters have a lot of time to formulate and reflect on their questions

• There‟s more time to think about the answers: “Verba volant, scripta manent”

• Difficult to ask for clarification

– More distance to the client

– Anonymity of the client

• E-mail address is unknown.

• Appropriate for “follow-up conversations”


Media-characteristics• E-mail (2)


• Continuous clients !

– There‟s always the possibility to mail back to the client.

• Also see “confidentiality“

– Authentication (of the client)

• through e-mail address ?

– Confidentiality

• “Listening in” is impossible through encrypting (certificates, ...)

• Youngster can write/read an e-mail when he feels like it.


Media-characteristics• Forum (1)

– Accessibility


• All incoming messages are being processed

– Accessibility

• ~ internet

– Costs for the client

• Accessibility of the internet (fixed cost monthly)

– Quick / difficult medium

• A quick feedback is expected

• Hard to ask for clarification

• (Too) much questions

• Clients expect a personalised answer

– Distance to the client

– Anonymity of the client


Media-characteristics• Forum (2)

– “Side effets”

• To guarantee someone else‟s opinion and to ask for „censorship‟ policy

• Often the same questions -> FAQ

• What if two (anonymous) clients want to get in touch with one another?

– To get directly in contact with the client:

• In public or …

• In private: “closed forum” (with registration)

– Authentication (of the client)

• Through registration: username + password

– Confidentiality

• “Closed forum” / protected website (https:\\)

• Youngster can write/read the forum when he feels like it (ajust …)

kjt - overview media and characteristics

Technology

psychische gezondheid

gezin niet gespecificeerd

vriendenniet gespecificeerd

answered calls

andereniet gespecificeerd

schoolniet gespecificeerd

chat servicefrom

chat increase