FESAT ConferenceTaking a Call on Cannabis- Drug Helplines Response

Monday 1 October 2007

‘Will zeroes and ones take us there?’

E-counselling and cannabis

Tom Evenepoel, co-ordinator De DrugLijn

“Across the world the message fliesInformation, truth and liesIt's all yours and it's all mineYou just have to find the timeWe're all the same, we share the blame, we play the gamesIf it's yes or no the decision is easy, it's easyZeroes and ones will take us there.”

1. De DrugLijn2. A new way of communicating3. Results4. E-counselling and cannabis 5. E-counselling in practice 6. Conclusion

• Started as a telephone helpline in 1994• For the Dutch speaking community in

Belgium (approx. 6 mil.)• Since 1996: flyers and brochures• Since 1999: website, elaborated site

since 2003 (+ 200 webpages)• Pilot project ‘e-mailcounselling’ in 2004

1. De DrugLijn

2. A new way of communicatingA change of hearts… • Occasionaly answering e-mails since

approx. 2001• No policy or strategy: often simply

asking people to call our helpline• Reluctance amongst staff about

answering questions online

Five stages of a telephone conversation1. opening/welcome2. exploring the question3. defining the problem4. finding a strategy 5. round-up

2. A new way of communicating

supportadviceinsight counselingreferal

  ”I think I’m addicted… please tell me what to do!”

How on earth can you answer such a question?The reply would be a tenfold of questions!

Aren’t we missing some enormous opportunities?

2. A new way of communicating

2. A new way of communicatingAnd a change of minds… • What kind of questions could we

answer: information - advice - help

• How to deal with the limitations :• Decontextualisation• ”Channel reduction”

2. A new way of communicatingPossible advantages become clear: - Writing takes more time and effort

(motivation) - Writing involves structuring ones own

thoughts- Writing allows to let of steam in a safe way- Distance in time allows consideration of what

to write and how to formulate it- Written messages can be saved or stored- Writing allows to define one’s own tempo

Policy & guidelines: All kind of questions

(information, advice and help) Only answering mails via the web

application (safety + follow-up) Answer within 5 working days

(no emergencies) Maximum 3 inquiries on the same topic Always a personal and ‘tailored’ answer

2. A new way of communicating

Script:

1. Receiving and categorising the e-mail

2. Printing and reading the e-mail3. Formulating an answer 4. Check & proofreading by a

colleague5. Sending the answer

2. A new way of communicating

3. Resultstotaal aantal beantwoorde vragen

1263

2993

44855565 5597 5814 5818

6442 65275779

5190 4879 4518

559 1348 1860

0

1000

2000

3000

4000

5000

6000

7000

1994

1995

1996

1997

1998

1999

2000

2001

2002

2003

2004

2005

2006

e-mail

telefoon

• Why did you prefer to mail?48% « it suits me better »28% « I find it more practical »

• How did you feel about the answer?94% finds personal enough98% is satisfied with its length93% is satisfied with the ‘tone of voice’91% is pleased with the content84% found it helped them out

• Overall score: 8.8/10

3. Results – online evaluation

I’m very glad I had a try and e-mailed you.

I didn’t dare to call, because it’s so much

easier to write things than to say them.

3. Results – online evaluation

This e-mailservice is a very good idea! Young people are far more familiar with the computer than with the telephone. All went very well.It’s wonderful that I can ‘talk’ about

drugs via the internet. I know that using drugs can be risky, but talking about it in this society… with all its prejudice and ignorance isn’t easy. Thank you very much !

Thank you for your understanding and sincere concern.

I got a very clear and very quick answer. Thanks a lot.

Who ?Gender: More men compared to calls and to

e-mails in general Age: 30% from 15 till 20 years old

27% from 20 till 25 years old13% from 25 till 30 years old

4. E-counselling and cannabis

Telephone17% 40 till 45 years

old24% 45 till 50 years

old10% 50 till 55 years

old

Who ?

4. E-counselling and cannabis

parent 13% 52%(ex-)user 53% 25%partner 7% 5%friend 5% 3%

4. E-counselling and cannabisWhich topics ? General effects and dangers 34% 39%

Urine and blood testing 26% 19%

Signs/indications of cannabis use 6% 12%

Legal information 17% 9%

Withdrawal symptoms 9% 6%

Ways of using cannabis 3% 7%

What cannabis looks like 0% 3%

4. E-counselling and cannabisWhich problems ?

Impact on parent-child relation 17% 58%

One’s own cannabis use 54% 17%

Impact on partner relation 8% 5%

Impact on relation with a friend 7% 3%

Other personal psychological problems 2% 5%

5. E-counselling in practiceHugo, 30 y.Subject: getting of cannabis

I’ve been smoking cannabis since I was 18. Some episodes a lot (5 till 7 joints a day) sometimes no cannabis at all. I’m 30 now and want to quit. I’ve tried cutting down with the help of a psychologist, but with little results. How can I quit? Can you help me?

Tom, 17 y.Subject: stopped for a week, feeling strange

I’m a 17 year old boy and I’ve been blowing for about a year. In the beginning about once every other week. During summer holidays I started using a lot (about 3 joints a day). The last week I blowed, I felt bad (anxious) afterwards.

Now that school started, I haven’t smoked weed in the last 8 days. But I still feel a bit strange, sometimes I start to sweat and feel anxious or start panicking. How come and will it go away?

Jeff, 18 y.Subject: my mum’s panicking I used to occasionaly smoke a joint at festivals. My mum found some of my weed. I immediatly addressed her about it myself and started an honoust conversation. In the end I agreed to quit completely.

Still, my mum thinks I’m a junkie and wants to check my urine. She constantly accuses me of getting addicted, even when I’m simply drinking a beer or behind my computer (I’m an ICT student…). I’m getting tired of those false accusations. I’m really getting desperite and hope that you can help.

Jorgo, 18 y.Subject: cannabis and child I’m going to be father in 3 months time, but I occasionally smoke cannabis (about 4 joints a week).I don’t smoke near my pregnant girlfriend and won’t do so once the baby’s born. I always go and smoke outside.

I wondered if they can take our baby from me if they find out I use cannabis. I’m 18 years old, my girlfriend is 16. Thanks in advance.

Sara, 24 y.Subject: cannabis addiction I was planning to call you but I’m afraid it will be too expensive with my mobile phone. I’m addicted to cannabis, just like my boyfriend. I’ve been using it for a year now, and I’m starting to get some financial problems. I would like to stop, but simply can’t… I’ve set a new date but doubt if I’ll manage. My friend should quit as well, but he’s only just starting to realise that he’s got a problem. I don’t think we can get enough support from each other and I’m scared of approaching someone else for help. I’m planning to talk to my doctor about it.Have you got further advice or tips?

5. E-counselling in practiceAnswering strategy:1. « Thank you for contacting our helpline »2. Short summary of the e-mail and the main

questions structure the questions and thoughts avoid misunderstandings

3. Positive feedback + supporting gaining confidence and motivating showing recognition for the effort and

concerns

5. E-counselling in practice4. Answering specific questions or topics +

adding explorative questions showing involvement and commitment

5. Getting the dialogue going between mailer and helpline « dialogue of the mailer with himself »

6. Offering alternatives and considerations giving perspective for change showing

recognition for the effort and concerns7. Supporting, inviting to mail back and round-

up

3. ResultsEvaluation by the helpline staff: The e-service has clearly given a boost to the

dynamics in our service Very challenging for your own skills and expertise

as a helpline worker That same fact makes it also very motivating The script we follow (writing and reading

answers) stimulates exchange of ideas, knowledge

Very time-consuming

- even more anonimity than the telephone- distance in space and time makes it even

more low-threshold- it can appeal to some that might find it

difficult calling - modern day communication extra

appealing for young people it especially manages to reach young males

(most important group of cannabis users)

6. Conclusion

Topics addressed are often more sensitive (re. ‘taboes’ on cannabis problems, legislation,…)

The sense of control on the communication seems to be of huge importance

E-mailers want personal contact, but want to keep a distance as well: trust is a key element

E-mailcounseling seems extra demanding, but expectations are different as well

Figures show that telephone and e-mail are very complementary

6. Conclusion

The future?

Telephone helplines have always been a gateway

In recent years they have become crossroads: different groups with different kind of questions contact a helpline line via different channels

E-mailcounselling as an onset to further online early interventions for problematic users

6. Conclusion

zeroes and ones can help us get there

www.druglijn.be

tom.evenepoel@druglijn.be

0032 2 423 03 44

Contact details