KJT - Chat Software

Software for e-counseling

Ace Operator
KJT

Kinder- en JongerenTelefoon Vlaanderen
23-2-2012
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Goal of this presentation

Goal:
Overview of the most important characteristics /
requirements of online counseling (one-to-one conversation
/ chat)
Based on experiences of OHUP organizations
Examples of two software programs:
PHP Live
Ace Operator
Focus on technical aspects, not on counseling

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Before the conversation takes place

• Login of the aswerer/volunteer:
– On a secured webpage
• Preferably unvisible for the caller/youngster
• Login with Username/password
• Fix / Variable “nickname”
– “KJT” vs “Ayco of JAC Plus”

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Before the conversation takes place
• Login of the caller/youngster
– On chat webpage (accessible through homepage of KJT website)
• Hours
• Rules
– Duration, use of language, …
• Start button of the chat application
– No installation of the chat software requiered
– Chat application
• Choice of “nickname”
• Optional: “More information”

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At the start of the conversation
• Login of the caller/youngster…
– Allocation to an answerer/volunteer
• Algorithm of allocation
– Number of conversations for each answerer
– Maximum number of simultaneous conversations for each answerer
– (Skills of the answerer + information from “extra information”)
• Queue – concept
– “All answerers are in conversation?”
» Clearly mentioned
» Optional: presenting other channels, like e-mail

• Start of the interview
– “Wake up signal” for the answerer
• Sound, beep, ...
– “Accepting” the conversation by the answerer
• ~ telephone: “pick up”
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During the conversation
• Characteristics of the User Interface (Caller and Answerer)
– In which language must this be available?
• ... Not always available in mother tongue
– Clear presentation of „who is saying what‟
– Paying attention when a new message enters
• With a sound, for example
– Mentioning when someone is typing
• “Type indicator”  avoids cross-references and … misunderstandings
in the communication
– Possibility to type grafical emoticons (like MSN)?
– Possibility to communicate another webpage?
• By sending a hyperlink Door een link door te sturen
• By sending a webpage window
– Possibility to scroll back

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The conversation
• Characteristics of the User Interface (Caller and answerer)
– Clear indication of ending the conversation
• During normal/abnormal circumstances
– Possibility to send a questionnaire to the caller
• Before the conversation:
– extra information: age, gender, location
– expectations
• After the conversation:
– Satisfaction survey
• Characteristics of the User Interface – Answerer
– Chat between answerers
• Possibility to support, to receive tips, to consult, … in case the
answerers are working on different locations
– Passing through a conversation between answerers
– “canned” messages
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After the conversation
• Characteristics of the software
– Caller
• Shut down the conversation
• Are there traces of the conversation on the computer?
– Other software monitoring the activities on the computer (“Parental
Control”)?
• Possibility to receive a copy of the online conversation (“transcript”)?
– Answerer
• Availability of a copy of the online conversation
– Extra‟s for intervision/supervision:
» Lijnnummers?
» Timestamp (~tempo)
• Integration with registration software
– Manual/automatic

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In general (1)
• Characteristics of the software
– Reporting
• Conversations
– Duration of the conversations (average, ...)
– Simultaneous conversations (average,...)
• Answerers
– Number of conversations in time
– Duration of the conversations
• Length of the queue (average/to the upmost)
• Number of callers that received the message “all answerers are in
conversation”
– Follow up (monitoring) of the system
• When is an answerer logged in/out?
• When does the answerer made this conversation?
– Confidentiality of the exchanged messages
• Could this be eavesdropped? ( SSL)
– Integrity of the exchanged messages
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• Is the message sent also the message received? ( SSL)
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In general (2)
• Setup
– User Administration (answerers)
• Adding/editing/deleting answerers
• Configuration of the number of simultaneous conversation for each
answerer
• Configuration username/password (or other authentication method)
– “Password policy”
– Configurable elements
• Chatwindow
– Logo, background, Color scheme,...
• Hours
– Administration in or outside the application?
» Most of the times unprovided  solution through website
• Queue
– Length, duration, ...
• Chat transcripts
– E-mail address
– ... Kinder- en JongerenTelefoon Vlaanderen
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In general (3)
• Setup
– Automatic defense of attacks
• Denial of Service
• During a certain amount of time
– Training environment
• Training during / outside the hours

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Other points …
• “Stable software”
– Software crashing, interrupted internetconnections, … result in an
unsafe feeling for caller
• Pop-up blokkers
• Operates on... MS Windows, and other operating systems
(OS)...
– MAC
– Linux
• (Hidden) Requirements
– JAVA VM / Adobe Flash
– IP gates  Firewall settings
• Hosting
– Stable configuration
– Support (helpdesk,...)
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Costs
• Costs overview
– One-off costs
• (Development)
• Setup
– Administration costs
• I.e. adding a caller
– Recurring costs
• Hosting
• Use of the software
• Unit
– I.e. for each group, answerer, simultaneous answerer,…
• Examples
– PHP live (Hosting)
• 145 € /year/organization
– ACE Operator (Hosting)
• 120 $/answerer/year
• One-off cost: 50$ setup fee
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