Live Chat for Live Chat for Information & ReferralInformation & Referral

Panelists:Panelists:

Shye Louis, 2-1-1/LIFE LINE, Rochester NYShye Louis, 2-1-1/LIFE LINE, Rochester NY

Laura Zink Marx, NJ 2-1-1 PartnershipLaura Zink Marx, NJ 2-1-1 Partnership

Communication is migrating from Communication is migrating from voice to other channelsvoice to other channels

The average U.S. mobile The average U.S. mobile phone subscriber now phone subscriber now sends and receives sends and receives more more text messages than voice text messages than voice calls.calls.-Nielson Mobile, September 2008-Nielson Mobile, September 2008http://www.bizreport.com/2008/09/nielshttp://www.bizreport.com/2008/09/nielsen_mobile_texting_vs_talking.htmlen_mobile_texting_vs_talking.html

• Instant Messaging is wildly Instant Messaging is wildly popular, disproportionately popular, disproportionately so for younger age groups.so for younger age groups.

• 14.2 billion messages per 14.2 billion messages per month (2006)month (2006)

Why add Live Chat?Why add Live Chat? Are we in the “Phone” business ?Are we in the “Phone” business ?

Or are we in the “Helping” business?Or are we in the “Helping” business?

Panelist history/reasons for using Live Chat Panelist history/reasons for using Live Chat servicesservices

Chat Keeps I&R in the Helping Chat Keeps I&R in the Helping Business:Business:

Accessibility to inquirers is Accessibility to inquirers is a core principle of I&Ra core principle of I&R Inquirers who are Inquirers who are

deaf/hearing impaireddeaf/hearing impaired Inquirers who have speech Inquirers who have speech

impairmentimpairment Inquirers who prefer the Inquirers who prefer the

medium to telephonemedium to telephone Inquirers who do not have Inquirers who do not have

access to a phone but do access to a phone but do have access to internethave access to internet

Enhancement to public Enhancement to public searching your websitesearching your website

Common areas of concern Common areas of concern about Chat:about Chat:

Can text adequately convey connection with the chat visitor?

What is my center’s liability?How do we handle emergencies that

present via chat?What technology platform should I use?How much volume will we receive?How do I train staff to provide service

online?How can I ensure I have enough staff to

meet demand, without any new funding?

Mitigating LiabilityMitigating Liability DisclaimersDisclaimers IT SecurityIT Security

Choosing Chat SoftwareChoosing Chat Software

CostOne timeOn-going

SecurityEase of UseEase of Installation and Set-UpDesired features

Choosing Chat StaffChoosing Chat Staff

Not all staff are created equal when it comes to chat

In addition to excellent I&R skills chat specialists should demonstrate:the ability to multi-taskhave the ability to work under pressurehave strong written communication skillshave strong typing skillspreferably have previous experience using

IM or other chat services.

Training chat staffTraining chat staff

Trained I&R SpecialistsTraining Manual/GuidelinesSoftware TrainingPractice Chats

Differences in ChatDifferences in Chat Tone of voice/inflections are not presentTone of voice/inflections are not present

Increased importance on clear, concise languageIncreased importance on clear, concise language Discourages use of slang and humorDiscourages use of slang and humor

Need to “read” the communication style of your visitor and Need to “read” the communication style of your visitor and respond accordinglyrespond accordingly Chat segment styleChat segment style

Chat length is generally longer than call length to cover the Chat length is generally longer than call length to cover the same material. Need to consider this when staffing chatsame material. Need to consider this when staffing chat Takes longer to type than speakTakes longer to type than speak Chat culture – inquirers might be multi-tasking while chattingChat culture – inquirers might be multi-tasking while chatting

Expectation for chat staff different in terms of response timeExpectation for chat staff different in terms of response time

Chat ProcessChat Process Identical to I&R ProcessIdentical to I&R Process

ListenListen AssessAssess Action PlanAction Plan CloseClose

Active listening skills such as paraphrasing and Active listening skills such as paraphrasing and reflection of feeling are still critical to having good reflection of feeling are still critical to having good contactcontact

Opportunity to assist with online database navigationOpportunity to assist with online database navigation

Operational DecisionsOperational Decisions

AvailabilityAvailability Hours of OperationHours of Operation Managing queue of calls and chatsManaging queue of calls and chats

Multiple chatsMultiple chats Use of chat slang, abbreviations and emoticonsUse of chat slang, abbreviations and emoticons Canned ResponsesCanned Responses Information collected from chat visitorsInformation collected from chat visitors Documentation and reporting considerationsDocumentation and reporting considerations Promotion/marketingPromotion/marketing

Chat DilemmasChat Dilemmas Out of service area/out of country chatsOut of service area/out of country chats Prank chatsPrank chats Opening links sent from chat visitorsOpening links sent from chat visitors Contact from “bots”Contact from “bots” Repeat chat visitorsRepeat chat visitors Suicide Emergencies and other emergencies – Suicide Emergencies and other emergencies –

considerations in sending emergency servicesconsiderations in sending emergency services

Supervision and Evaluation of Supervision and Evaluation of Chat ServicesChat Services

Self-evaluation by chat staffSelf-evaluation by chat staff Monitoring of chats in real-timeMonitoring of chats in real-time Review transcripts of chatsReview transcripts of chats Post-chat feedback surveyPost-chat feedback survey

Chat DemonstrationChat Demonstration www.211fingerlakes.orgwww.211fingerlakes.org http://www.nj211.org/http://www.nj211.org/

Other National Chat Efforts to learn Other National Chat Efforts to learn from/collaborate with:from/collaborate with:

Veterans Crisis Chat Veterans Crisis Chat Homeless Veterans ChatHomeless Veterans Chat National Suicide Prevention Lifeline chat effortsNational Suicide Prevention Lifeline chat efforts Contact USA Crisis ChatContact USA Crisis Chat

The FutureThe Future What else is already out there/coming soon?What else is already out there/coming soon?

EmailEmail TextingTexting Integration with social networkingIntegration with social networking VideoVideo ??????