SMS counselling at a child helpline: counsellor strategies, children's stressors and well-being. Issue 2 (3rd March 2020)

• Record Type: Journal Article
• Authors: Sindahl, Trine Natasja; Fukkink, Ruben G.; Helles, Rasmus
• Is Part Of: British journal of guidance & counselling. Volume 48:Issue 2(2020)
• Page Start: 263
• Page End: 275
• Publication Date: 2020-03-03
• Subjects: Child helpline -- SMS counselling -- mediated communication -- texting -- content analysis; Educational counseling -- Great Britain -- Periodicals; Vocational guidance -- Great Britain -- Periodicals; 371.4
• DOI: 10.1080/03069885.2019.1580676
• Languages: English
• ISSNs: 0306-9885

Abstract

ABSTRACT: Providing helpline services to children via texting (i.e. Short Message Service or SMS) is being used increasingly. However, little is known about the quality of SMS counselling and its effect on the service users. Through a quantitative content analysis of 448 SMS sessions at the Danish child helpline, we studied counsellor behaviour and session impact. We found higher levels of children's well-being and empowerment after contacting the service. Multiple regression models showed that a positive impact of counselling was related to higher density of child-centred counsellor behaviour and moderate levels of problem-centred counsellor behaviour. These findings were consistent across most stressors with positive effects in the small-to-medium range. SMS counselling shows potential as a tool for counselling children and youth.