What’s their access to phone technology like?
Under 10’s have no access to a phone at all
10-12 year olds have no access to any kind of phone either
13-25 year olds have access to smart phones
10-12 year olds can only access landline or non-internet enabled phones
When asked about what type of mobile phone plans they were on
Said they have unlimited texts
Did not have unlimited texts or weren't sure
of all female respondents
of all male respondents
Had used some form of virtual counselling
The older the respondent, the more likely they were to have used some form of virtual media for counselling.
were interested in SMS counselling
of those who had already tried virtual counselling were interested
of those who had never experienced virtual counselling were still keen to give SMS a go!
Even the boys were keen!
Despite 81% of boys having never used virtual counselling, 52% of this group said they would be interested in using SMS
“In our experience, boys are less likely to ask for help. We see SMS as a great opportunity to connect with more boys.”
– Tracy Adams, CEO
What could it get used for?
Young people wanted to use SMS for
Young people wanted counsellors to use SMS to
*Young people could select multiple options
Young people told us their preferred times for SMS counselling were
They also said they would most like to be replied to within
10 to 60 minutes.
However, almost one in four said that responding "anytime" was fine.
What's next for Kids Helpline?
We're currently “testing the waters” with a pilot SMS outreach service offering known clients information, referrals, appointment reminders and ‘check-ins’, rather than two-way counselling type interactions.
The results of this survey show young people have a strong interest in SMS counselling. Kids Helpline will endeavour to use the design elements requested by young people in any future expansion of the SMS pilot.