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iCarol presents its Messaging feature at the AIRS conference in May 2010

iCarol Messaging: Offer Instant Messaging, cell phone texting, email and social network channels for your clients, integrated with the iCarol I&R software and database. Deploy Instant Messaging, Texting/SMS and more in one day, then make referrals from your database, log interactions, run reports, and more. When: Monday May 24th, 1:00-2:30pm Presenter: Neil McKechnie, BSEE, MBA, MCP Objectives: At the conclusion of this presentation, the participant should be able to -Understand why crisis centers should be reachable via online channels -Articulate which demographic groups use different channels -Explain how a crisis center can quickly deploy these offerings via iCarol Abstract: For decades, most crisis centers have served the populace via in-person counseling and telephone help lines. In recent years some have “gone online” by publishing resource directories and helpful information on their websites. But with the emergence of new communication channels like email, instant messaging, cell phone texting and social networks, many crisis centers are struggling to understand just what they are, how they might be used to serve the public, and how they could add these channels to their service delivery. As well, crucial questions remain: Are these new channels just a passing fad, or are they important to consider? If so, which ones should we focus on and how can we deploy them? And how do I deploy them in a way that integrates well with my existing operations, training, accreditation and reporting requirements? In this presentation, we’ll review these new communication channels and present data about which demographic groups are the primary users of each one, and show the changes in these demographics over time. As you’ll see, nearly all of them are the overwhelmingly preferred channel for certain identifiable and large population groups, making them a vital component of any crisis center’s offerings. We’ll offer some examples of innovative uses of these new capabilities, including ways that crisis centers could consider them for service delivery. And we’ll finish by showing how the tools to deploy any or all of these channels exist today in iCarol, help line management software in use by many crisis centers and other help lines throughout the world today. About AIRS: AIRS is the professional association for over 1,200 community Information and Referral providers, primarily in the United States and Canada – helping to bring people and services together for over 30 years. Conference dates: May 23rd to May 26th 2010

Jackie McKechnie

Jackie co-founded iCarol in 2004 after working as a helpline volunteer at a Distress Center in Canada . With a background in Engineering, Technology and Marketing, Jackie is COO and Director of Marketing for iCarol.

iCarol is your help line software company that is here to make your job easier as Executive Director or leader of a non-profit contact center. Whether you have a crisis, help or 211 referral line, we are here to help you help more people in your community. Read more…

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