nspcc childline - message board services

Main title slideAlways in 354 Green

ChildLine NSPCC Online services

15th November 2010

Joelle Leader Assistant Director LSE

Tom Walker Community Manager Tempero Ltd

PLAN!

• BRIEF OVERVIEW OF ONLINE SERVICE

• ASK SAM

• MESSAGE BOARD

MODERATING

What does the online service offer?• INTERACTIVE INTERACTIVE

• Ask Sam – Children can post and read letters on a problem page

• Message board – Moderated by Tempero- children can discuss issues that matter to them with each other

• Email – An internal e-mail system

• 1-2-1- Live conversations with a counsellor

What does the online service offer?

• EXPLORATORYEXPLORATORY

• Explore Section- Self help information

• Text Messaging – Sending SMS and receiving a standard help response

• Creative tool – create images to express themselves

ASK SAM PURPOSE? PROBLEM PAGE-AGONY AUNT

ONLY PART NOT REQUIRED TO REGISTER

REMAIN ANONYMOUS

SOME USE AS ‘TEST’ SERVICE

WEEKLY TOPIC SELECTED BY SUJECT MATTER

MESSAGE BOARDS

• PEER TO PEER

• EVERYTHING MODERATED AND POSTED OR ESCALATION QUEUE

• 38 SUBJECT AREAS

• USERS MUST REGISTER WITH USER NAME AND PASSWORD

CHILDLINE ONLINELaunched Sept 09

SEPT 2010: 81,241 different visitors to site

121 CHATASK SAM M. BOARDE MAILS

July 20109,536731

4,2202,120

Sept 2009(6,910)(485)(537)(782)

MODERATION

• MODERATED EXTERNALLY BY TEMPERO

• COUNSELLORS CAN FOCUS ON CHILDREN

• MODERATORS HAVE EXPERTISE

• WORK IN PARTNERSHIP

Managing social media 24/7

WHO ARE TEMPERO?

• UK’s leading social media and community management company

• We help manage and moderate communities and online spaces.

1,000,000s messages moderated 60 live clients 50 platforms 15 languages 14 years worth of moderation in 2009 alone 120+ social network profiles 1,000s conversations tracked 10,000s mentions monitored 365 / 24 / 7

We are the world’s largest social media management company*

*Based on closest competition staff numbers, client base, project size

• Pre-moderation of over a thousand message board posts a week, including moderation of usernames

• Over a hundred Ask Sams moderated a week

• Over 200 images moderated a week

• Dedicated team of 5 moderators working 9am-9pm, 7 days a week

• Escalate messages / Images of concern

• Track and highlight problem users

• Pass on user feedback regarding the website and other ChildLine services

• We don’t have access to user Case Management notes

Our Work for ChildLine

Messageboard Stats

Ask Sam stats

Image stats

Weekly reports

Weekly reports

Criteria for inclusion- a debate!

Criteria for inclusion- a debate!

BABY IN MY TUM

BABY IN MY TUM

Image GuidelinesImage Guidelines

• Escalate – We have context here. We know that some form of abuse has taken place and the razor blade gives us an indication of how the user intends to punish them self. Any user that feels they ‘need to be punished’ should warrant escalating an image.

• Accept – This image can be read several ways. It’s tempting to see something sinister, but this could easily be an image of them and their sister not well drawn. Unless it’s clear that the child is saying that abuse is taking place we should accept.

Image GuidelinesImage Guidelines

Image GuidelinesImage Guidelines

Accept - This should be accepted as usual. There is no indication here that the user means that they are currently harming.

THANK YOU TOO!

•QUESTIONS??