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Overcoming the barriers to getting the young person's voice heard
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Transcript of Overcoming the barriers to getting the young person's voice heard
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!