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“It’s Hard to Show Empathy in a Text”: Developing a Web-based Sexual Assault Hotline in a College Setting
Journal of Interpersonal Violence ( IF 2.621 ) Pub Date : 2021-06-16 , DOI: 10.1177/08862605211025036
Carrie A Moylan 1 , Melanie L Carlson 1 , Rebecca Campbell 1 , Tana Fedewa 1
Affiliation  

To increase access to counseling and advocacy services and respond to changes in communication preferences, many victim service programs are expanding their traditional telephone hotlines and adding web chat or text hotlines. However, there is little research available about these web and text-based hotlines. We examined program data collected in the first year of operation of a web-based crisis hotline for sexual assault survivors at a large Midwestern university in the United States as part of a larger evaluation project. We examined how often the web-based chat hotline was used and explored patterns of use by time of day and month, comparing to records from the phone hotline operated by the same campus-based victim service program. We also conducted interviews and two group discussions with volunteers and staff about their experiences with providing crisis intervention in a web-chat medium. Findings suggest that the web-based crisis hotline is being used frequently, nearly as often as the telephone hotline and doubling the total number of crisis contacts the organization had in the year prior to adding the web-based chat hotline. Staff and volunteers identified a number of advantages of a web-based hotline, including increased privacy and accessibility for survivors. Difficulty identifying and conveying emotions in the web-chat context was one of the primary challenges described by staff and volunteers. Operating the web-hotline, therefore, requires additional training for volunteers and staff on how to translate crisis intervention skills into a text-based medium. Suggestions for how to communicate effectively in text-based crisis intervention are discussed, along with other considerations for designing a web or text hotline.



中文翻译:

“很难在文本中表现出同理心”:在大学环境中开发基于网络的性侵犯热线

为了增加获得咨询和宣传服务的机会并应对沟通偏好的变化,许多受害者服务计划正在扩展其传统的电话热线并增加网络聊天或文本热线。然而,关于这些基于网络和文本的热线的研究很少。作为大型评估项目的一部分,我们检查了美国中西部一所大型大学性侵犯幸存者网络危机热线运营第一年收集的项目数据。我们检查了基于网络的聊天热线的使用频率,并按一天和一个月的时间探索了使用模式,并与同一校园受害者服务计划运营的电话热线记录进行了比较。我们还与志愿者和工作人员进行了访谈和两个小组讨论,以了解他们在网络聊天媒体中提供危机干预的经验。调查结果表明,基于网络的危机热线被频繁使用,几乎与电话热线一样频繁,并且在添加基于网络的聊天热线之前的一年中,该组织的危机联系总数翻了一番。工作人员和志愿者确定了基于网络的热线的许多优点,包括增加了幸存者的隐私和可访问性。在网络聊天环境中难以识别和传达情绪是工作人员和志愿者描述的主要挑战之一。因此,运营网络热线需要对志愿者和工作人员进行额外培训,了解如何将危机干预技能转化为基于文本的媒体。

更新日期:2021-06-17
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