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Description
In helping conversations in a chat format, communication becomes more direct, and the voices of users are clearly visible. This invites new opportunities for developing services in line with user experiences. This paper analyzes chats from SnakkOmPsyken.no and focus groups with the chat hosts. This way of communicating transfers power from helpers to the young users. The technological and communicative framework for the conversations has relational consequences. Many young people say it is easier to seek help here, but they are also more prone to leave mid-conversation. As a type of very direct user involvement, this leads to both frustration and learning opportunities.
The presentation also discusses how chat services can supplement traditional mental health services, to increase the availability and sustainability of mental health care for young people today.
The analyzed data is collected from Blå Kors chat-center witch has SnakkOmMobbing.no and SnakkOmPsyken.no. The chat host are all counselors that are trained to communicate in chat.
SnakkOmMobbing.no is an anonymous chat service for anyone aged 9 to 24. We’re here to help youth, whether the youth have experienced bullying, know someone who has been bullied, or have bullied someone themself. For instance, they may feel excluded, lonely, have a knot in their stomach, receive hurtful comments, or experience other difficult situations.
Most people who contact us have in common that they are struggling, sometimes without knowing exactly why. Yearly there are about 16.000 people that contact SnakkOmMobbing.no and SnakkOmPsyken.no
Keywords
Chat, mental health care, youth, power
| Please indicate what type of scientific contribution it is | Mixed method study |
|---|---|
| Please also indicate what kind of contribution it is: | Scientific |
