Podcast ¦ Vulnerability Matters: Episode 20 – Crisis conversations and digital channels with Victoria Hornby from Shout

Summary

Shout, the UK’s first 24/7 crisis text service, offers support to anyone struggling to cope through text-based conversations. They provide a safe and confidential space for individuals to discuss their emotions and challenges, with trained volunteers employing active listening techniques. The service uses a five-stage model for conversations, emphasizing empathy and understanding. The text-based format allows for anonymity, comfort, and the opportunity to express emotions more easily. Shout’s model and strategies can be valuable for other essential services looking to improve their digital conversations.

Key Points:

• Shout is the UK’s first 24/7 crisis text service for anyone struggling to cope.
• The service was developed as part of the Heads Together campaign.
• Text-based conversations provide a silent and confidential space for individuals, reducing the fear of being overheard or judged.
• Texting can be easier for people to express their emotions and discuss sensitive topics.
• Shout’s model focuses on active listening and understanding the underlying emotions of the text messages.
• The service aims to build trust and rapport with the texters, creating a safe environment for them to share their feelings.
• Shout’s volunteers undergo training to learn the art of a good conversation and provide empathetic responses.
• Text-based conversations allow volunteers to take time to read and understand messages, providing a thoughtful response.
• Shout is busiest during non-working hours, with conversations peaking between 10pm and midnight.
• The service operates with volunteers working from their own homes, using their laptops to engage with texters.
• Shout’s strategies and techniques can be applicable to other digitally based essential services.
• Essential services can benefit from incorporating text-based conversations and active listening into their digital customer support.

Key Statistics

• The first ever text message was sent in the UK in 1992.
• Approximately 110 million texts are sent each day in the UK.
• Shout’s service launched publicly in May 2019.
• About 50% of Shout’s service users feel they have no one else to talk to about their feelings.
• 70% of Shout’s conversations occur outside of normal working hours.
• Crisis moments tend to happen between 10pm and midnight.

Key Takeaways

• Shout is a 24/7 crisis text service in the UK that provides support to those struggling to cope.
• The service’s text-based format allows for anonymity, confidentiality, and more comfortable expression of emotions.
• Active listening and understanding underlying emotions are central to Shout’s conversation model.
• Building trust and rapport is essential in encouraging texters to openly share their feelings.
• Shout’s strategies and techniques can be beneficial for other essential services looking to improve their digital conversations.
• Text-based conversations provide a valuable space for individuals to discuss emotional challenges, personal distress, and thoughts of harm or suicide.
• Shout’s volunteers undergo training to learn the art of a good conversation and provide empathetic responses.
• Essential services can benefit from incorporating text-based conversations and active listening into their customer support.
• Shout operates with volunteers working from their own homes, engaging with texters through laptops.
• Txt conversations allow volunteers to take time to understand messages and offer thoughtful responses.
• Texting can be easier for individuals to express their emotions and discuss sensitive topics than other forms of communication.
• The service’s availability during non-working hours is crucial, as crisis moments often occur at night.