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Chat and Text: A New Way to Access I&R

Chat and Text: A New Way to Access I&R. What is Text?. Text messaging, or texting, is the act of typing and sending a brief, electronic message between two or more mobile phones , fixed or portable devices over a phone network. History of Text.

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Chat and Text: A New Way to Access I&R

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  1. Chat and Text: A New Way to Access I&R

  2. What is Text? • Text messaging, or texting, is the act of typing and sending a brief, electronic message between two or more mobile phones , fixed or portable devices over a phone network.

  3. History of Text • 1920 – RCA Communications, New York introduced the first "telex" service. • SMS messaging was used for the first time on December 3, 1992 • Today, text messaging is the most widely used mobile data service

  4. What is Chat? • Online chat may refer to any kind of communication over the Internet, that offers a real-time direct transmission of text-based messages from sender to receiver.

  5. History of Chat • The first online chat system was called Talkomatic, created in 1974 on the PLATO System at the University of Illinois • The first dedicated online chat service that was widely available to the public was the CompuServe CB Simulator in 1980,[1][2] created by CompuServe. Ancestors include network chat software such as UNIX "talk" used in the 1970s.

  6. AIRS Chat Survey • 12% of respondents currently provide Chat but over 50% believe it is an “absolute” in the immediate future • Less than 15% are planning to make that move over the next 12 months • Software, training, best practices April 2013, 332 respondents

  7. Getting Management Buy-In • Potential access to new funding • Doing more without costing more • Improved Stakeholder Access Case Managers & Administrators • Improved Client Access Hearing / Speech Impaired No phone / no minutes Next Generation Reduces perceived stigma

  8. Managing the Paradigm Shift • Introducing the concept to your team • Advance training • Dealing with staff concerns • Fear of technology • Crisis intervention • Length of interaction / multi-tasking • Rolling it out

  9. Recruiting & Training New Staff • What makes a good chatter/texter? • Open to new ideas • Good typing skills (45wpm) • Empathy assessment/ Emotional Vocabulary • Best Practice • NSPL • ABC’s of I&R • Shadowing & Quality Assurance

  10. Identifying Current Staff • Strong written communication skills • Strong typing skills • Ability to multi task • Previous experience

  11. Professional Communication • Use Summarization • Reflect Feelings • Use Clarifying Questions • Use Proper grammar/spelling • No abbreviations • No slang • No emoticons • No CAPS • No joking

  12. Emoticons: How Do They Make You Feel?

  13. Chat & Text and the I&R Process • Greeting • Assess client’s need • Active Listening • Data Collection • Provide resources • Closing

  14. I&R Process: What’s Missing

  15. I&R Process: What’s Missing Greeting Assessment Minimal Data Resources Closing

  16. What’s Missing?

  17. Details Are Important

  18. Challenges • Multi Tasking • Response Time • Length of Chat • Language barriers • Assumptions • Crisis vs. I & R • Unable to hear client’s tone

  19. Quality Assurance • Self evaluation • Monitoring while chat is occurring • Reviewing previous chats • Post chat survey • Follow up with client

  20. Crisis Chats & Texts • Is the client alone? • Active Listening • Risk assessment • Emergency Intervention • Offer Follow Up

  21. Active Listening

  22. Is Emergency Intervention Possible? • Gain cooperation from the person at risk • Use active listening and clarifying questions to get the details of the clients situation • Take detailed notes to share with emergency responders

  23. Locating a Chatter • Locate the chatter’s IP address via your chat software • Use http://whatismyipaddress.com/ to locate the Internet Service Provider who owns the IP address • Reach out to the local 9-1-1 if the ISP includes a general location • Educate the police about http://www.search.org/programs/hightech/isp/ that allows them to locate the 24/7 number for all ISP’s so they can request a location for the IP address you gave them.

  24. Text Beyond I&R • Fund Raising • Volunteering • Donations • Mapping • Event Registration • Surveys • Disaster Response…….

  25. Software • Click and Chat • http://www.clickandchat.com/ • Text Tom Evans, Chief Executive Educational Message Services tom@emsmail.org www.educationalmessageservices.com

  26. Text Print Screen

  27. Questions? • Larry Olness, larry.olness@hfuw.org • Caree Jewell, caree.jewell@hfuw.org

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