Overcoming the barriers to getting the young person’s voice heard

By Emily Cherry and Alexandra Mann

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ChildLine’s journey with digital

How do you use digital in your work?

How do you use digital?

• SURVEY MONKEY – still needs doing,

but…

• How do you use digital?

• Methods used

• How you overcome/solutions?

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Participation’s Online Community: N-Spire

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!

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Young people led

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And N-Spire was born!

The Features

Our favourites…

• Chat

• Blogs

• Events

• Custom profiles

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Also available…

• Groups

• Photos

• Videos

• Games

Some of the pitfalls

• Maintaining a safe site

• Maintaining user engagement

• Navigating the site

• Embedding a community feel for individuals who

have never met

• Staff costs to maintain

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Things to consider

ChildLineFacebook Page

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

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ChildLine Facebook Page

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

Example of organic post

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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

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.

Some of the pitfalls

Disclosures on ChildLineFacebook

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.

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

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ChildLineWebsite

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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

Some of the pitfalls

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Mobile accessibility

ChildLineOnline Services: Message Boards, Ask Sam and 1-2-1 Chat

Message Boards

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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

Ask Sam

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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

1-2-1 Chat

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The best advice comes from the 1-2-1 chats with ChildLinecounsellors. 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 ChildLineReally helped me to stop the person who

was bullying me! Thanks Childline! :)

• Young people can have 1-2-1 online chats with a counsellor

Some of the pitfalls

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

How do you use digital in your work?

How do you use digital?

• Analysis of SURVEY MONKEY

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Share Aware

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Thank you!