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Posts Tagged ‘messaging’

New and improved layout and access to settings in iCarol Messaging

With our latest release we’ve improved the flow of your Messaging (Live Chat and SMS/Texting) settings page, while also exposing new settings to our users. We think you’ll enjoy the ease of navigation and access to some settings and tools previously only available to the iCarol team.

These settings are still found in the same location, by first clicking on ‘Messaging’ in the main iCarol menu. Next, you’ll click on “Instant Messaging and SMS Settings’ in the upper right of that screen. Previously these were two separate links that would take you to two separate settings pages. Now this is a single link taking you to a single page where you can navigate through both Live Chat and SMS Settings.

Once you arrive on the settings page, you’ll find a tabbed layout to access various settings. Before changing any settings, you’ll first need to select the Portal to which your selections should apply. Your organization may only have a single Live Chat or SMS service with iCarol, but if you’ve added on additional services then you will find these portals listed in the drop down menu.

Messaging settings select portal

On the ‘General Settings’ tab, shown above, you can decide what terminology is used to reference your Chat Specialist within the chat conversation, and also decide what security levels can monitor chats, see all active conversations, and who can disable Messaging or a particular portal.

Live Chat Settings

On the ‘IM Settings’ tab shown above, you’ll first see some familiar settings where you can determine the messages that will appear to your visitor while they’re waiting in the queue or when the Live Chat conversation starts. You’ll also set your Terms and Conditions and Privacy policy for your visitors to read before agreeing to chat with you. This is also the location of the HTML code that you or your web master will place on your website so that visitors will know if you’re online or offline, and will gain them entry to begin the chat if you’re currently online.

The final set of settings in the top section of the page allow you to:

  • Decide whether or not visitors can chat anonymously
  • Choose whether or not to enforce geographic restriction so that only visitors in certain locations can chat with you
  • Prevent visitors from typing until the counselor joins
  • Hide a visitor’s IP address
  • Disable geographic fields
  • Disable the ability for users to create logins for repeated use

The lower part of the ‘IM Settings’ tab includes a feature where you can upload custom Online or Offline images to replace the default images offered by iCarol. This means your organization can design your own Online/Offline images that fit with your branding or make use of your logo or other images easily identifiable with your agency. Lastly, decide which fields should be available and/or required at registration, and also set specific coverage areas to be allowed access to the chat, should you choose to enforce geographic restriction.

Live Chat Settings 2

On the ‘SMS Settings’ tab you’ll find mostly familiar settings that were accessible under the previous layout. Here you can determine all the auto responses for the selected Portal, including the important responses that will describe the Opt-in and Opt-out procedures to your visitor. Here you’ll also enter any mobile numbers you plan to use to test your SMS service, and finally you’ll find new settings to enable geographic restriction and hide a visitor’s full mobile phone number. On this page you can also enter coverage areas should you choose to enforce geographic restriction.

SMS Settings

Finally on the last tab, Standard Messages, you will set all the pre-written greetings that should be available for use by your Chat Specialists. These standard messages can be set by Portal, and for Live Chat, SMS, or both. Once entered these messages can also be edited or deleted as needed.

Standard Messages 1 Standard Messages 2

We hope you’ll find this new layout even more user friendly and easy to navigate than before. Additionally, access to new tools and settings offer even more control over how your Messaging service works and grants immediate access to make important changes that once had to be submitted to our Support Team. We believe this expanded access will further strengthen your service as you offer these new and important communication channels to your community.

Should you have questions or need assistance understanding or using these settings, don’t hesitate to contact our Support Team for assistance.

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Cleveland Rape Crisis Center launches text and chat program with iCarol

In honor of Sexual Assault Awareness and Prevention Month, we’d like to share a recent story featured on Cleveland’s local CBS affiliate, highlighting the fantastic work of the Cleveland Rape Crisis Center, including their new chat and text program with iCarol. We were honored to welcome this organization into the iCarol family a few months ago and are so proud of the positive impact they are having, the dedication of their volunteers and staff, not to mention the strength and bravery of the survivors who they are helping.

CRCC promotes a vision of a community free from sexual violence. Their programs lend support and resources to survivors of rape and sexual abuse, helping them throughout their healing process, while also promoting prevention and social change necessary to abolish sexual violence. You can find out more about their many wonderful programs and services on their website.

As CRCC’s website discusses, it wasn’t all that long ago that most survivors kept silent due to the shame and also lack of societal understanding around rape and sexual abuse. In some ways things have improved for survivors in that there are now more resources available and more understanding people ready to hear and accept stories of sexual violence without judgment or blame placed on the survivor.

Still, survivors experience a myriad of emotions resulting from the trauma of sexual violence, and it can be extremely difficult to discuss. It’s estimated that even today, more than 2/3 of sexual assaults are never reported. The vast majority of sexual assaults also occur between two parties who know one another, and not between strangers. This further complicates an already painful experience, especially if the rapist was someone the survivor liked or trusted.

CRCC is a force behind breaking the silence by offering channels that meet the survivor where they are via outlets that can feel safer than discussing it over the phone. Like so many of our helpline clients have experienced, these silent forms of emotional support available through live chat and texting provide an anonymity that helps people feel less exposed and vulnerable, and can become a first step to recovery.

In the short time since their chat and text program launched, CRCC has been busy with traffic from their local community, while also receiving some messages from as far away as California and Nevada. Their experience of immediately receiving a healthy volume of texts stems from a great marketing plan, but also the fact that they text-enabled their existing helpline number – a number that had been known to their community for more than 40 years. We’ve often heard from our text-enabling users that texts will begin to flow in before much advertising or marketing is even done. We believe that this is because the pervasiveness of texting in our culture leads many people to assume these helpline numbers accept both chats and texts, and thus you could already be receiving texts to your helpline that you’re not even aware of.

We hope you’ll join us in congratulating the Cleveland Rape Crisis Center on this latest success and wish them well as they serve survivors of sexual violence. Check out the news story below!

Cleveland Rape Crisis Center

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iCarol using HTML5 Audio Elements for Messaging

Apple’s QuickTime program enjoyed a long run as one of the most popular plugins used for audio playback. It was recently announced, and confirmed by Apple, that they will no longer support the program for Windows users, due to security vulnerabilities.

Our Messaging users may recognize QuickTime as it relates to the sound effects associated with new incoming chats and arriving messages. Earlier this month, iCarol replaced audio playback with HTML5 Audio Elements. Now, no plugin, including QuickTime, is required to hear the sounds associated with iCarol Messaging *, making our Messaging services even easier to use and implement.

We understand that many reputable sources are strongly urging consumers to uninstall QuickTime due to the security vulnerabilities. We suggest consulting with your IT professionals at your center for guidance and assistance with that process should you choose to take action. We’re committed to providing the safest, most secure systems for our users, so you can rest assured that when you uninstall QuickTime you’ll experience no loss of usability or other negative impact to your iCarol Messaging program.

If you have any questions about this, please don’t hesitate to contact our support team.

Speaking of sounds, we are also considering updating the sounds that iCarol plays when new conversations and messages are received. We would love your feedback and ideas so watch our blog for that discussion coming soon!

* Internet Explorer 9 and above requires a Windows Media Pack to play the files we are using for chimes as native HTML5 Audio.

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Join Our Summit in St. Louis

Right now the information and referral industry is in the midst of transformation. In a time where there are varying challenges facing our communities, help-seekers need the expertise and hands-on guidance of information and referral specialists now more than ever. And, in an ever-evolving mobile and connected world, consumers are hanging up their phones in favor of the convenience of communication via texting, live chat, and simply finding the right resources on their own via the web. Meanwhile, stakeholders desire access to data about the needs of the clients served by helplines, the efficacy of the services, and the gaps between human needs and the availability of services to meet them. These changes, and the need to adapt to them in order to stay relevant, can understandably overwhelm members of the industry, from visionaries and leaders to helpline staff.

AIRS Summit quote for blog

Coming from helpline backgrounds ourselves, we’ve always been passionate about creating tools that make helping people even easier. We want to share our insights with you, and that’s why this year we’re holding a special day long intensive training summit just before the AIRS conference in St. Louis. Whether you’re a long-term customer or are considering iCarol for use in your I&R center, please join us to focus on best practices using iCarol, led by our staff of Certified Resource Specialists. Focused on 2-1-1 Directors, Call Center Directors and Resource Managers, you’ll learn about:

  • Strategies for getting the most out of the software
  • Cases studies from our clients using iCarol for innovative solutions
  • Serving clients by phone, web, chat and text in one integrated system
  • Applying the AIRS Standards and using the taxonomy well
  • Advanced training on existing iCarol features and a peek at features coming soon

This day long event will be conveniently located at the same hotel as the AIRS conference, and lunch will be provided.

Learn more and Register

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ONTX releases six months in review data

These past six months, the Ontario Online and Text Crisis Services program has been in a soft launch phase, and on Monday in their monthly newsletter they released some initial data for that period.

Some key findings:

  • Total chats and texts through January 31: 4,700
  • 73% of visitors are under 25 years old
  • Interpersonal and mental health issues were the most common topics of discussion
  • Visitors are reporting a decrease in distress following their chat
  • 55% of visitors said they wouldn’t contact someone else if they couldn’t reach ONTX

For a full look at the released findings click here, and for future updates be sure to sign up for Distress and Crisis Ontario’s newsletter by emailing your request to .

We thank them for sharing these findings — we are often asked by others looking to add online emotional support to their service what they can expect. Data like this is very helpful as other prepare to make the critical shift of bringing their services online.

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9-1-1 texting continues to gain ground

We’ve talked before about how sometimes the need for silence will influence people to use texting instead of a voice call. Sometimes silence isn’t preferred, but necessary, such as in this recent instance of a deaf woman who texted 9-1-1 after she noticed some children left unattended at a shopping mall. Luckily texting to 9-1-1 was enabled in her area.

Texting to 9-1-1 is continuing its expansion throughout the United States and Canada. The Canadian Wireless Telecommunication Association has set up an extensive and detailed website giving overview of the Text-to-911 process in Canada.

In the United States, it seems like each month more and more jurisdictions are adding on texting capabilities. A quick scan of recent news articles about texting 9-1-1 in the US produces alerts about the greater Kansas City area, Minnesota, areas in Texas, and northern California. Note that each of those articles was published this week. It all points to rapid expansion of that technology.

Just another sign of the times as we continue to see just how convenient, efficient, and often necessary texting can be when reaching out for help. We hope helplines will take note as this capability expands and explore texting for the helpline service to follow suit. If you want to learn how Texting works in iCarol, please join me for a Messaging webinar sometime!

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4 staffing strategies to help you weather the storm

blizzard snow storm

Ample staffing at your non-profit helpline is always a top challenge, but bad weather brings with it a whole new set of staffing hurdles. Snowy and icy conditions* can especially spell trouble for seamless shift coverage. Particularly powerful storms not only disrupt travel for days, but they have the potential to impact essential infrastructure like electricity and running water. These weather events take strategy and pre-planning to work through them successfully.

Depending on the severity of the storm, you may have no special plan at all except to tell your specialists that they are expected to be there for their shift or find a substitute to cover for them. In many snow storms, travel is possible so long as precautions are taken, such as driving at slower speeds and being extra vigilant. Call centers in urban settings may also benefit from having volunteers living within walking distance or taking public transportation.

But sometimes travel conditions can become extremely hazardous or even impossible. What then? Here are some methods we’ve commonly seen:

  • The show must go on – Shifts go on as scheduled no matter what. Workers who can’t make it in must give ample notice and find substitutes who are able to travel. iCarol’s shift scheduling tools support you and your staff throughout this process; automatic substitute request emails greatly improve the visibility of your needs and the chances of pick-ups from others.
    • Pros: Little to no prior planning or change to your normal operations.

      Cons: The absence of any back up plan can spell trouble, so you should have some alternative options in mind just in case. Your volunteers may have the best intentions of making it in, but the reality is that Mother Nature can easily stop us in our tracks and there’s only so much a person can realistically do when faced with heavy accumulations and impassable roads. You won’t want to be faced with the scenario where the previous shift is stuck with no relief. Take a moment to also consider the consequences of a potential road accident and injury to your volunteer when traveling in dangerous conditions, and the emotional and potentially litigious repercussions of demanding that volunteers travel in unsafe conditions. Further, when a State of Emergency is declared, it often requires that road travelers have their vehicle outfitted with special equipment, and drivers disobeying the order may even be fined.
  • Transfer your calls – In some instances there may be a partner agency, satellite office of your program, or a back-up center in an area unaffected or less affected by the weather, and they can take the lead on operations for a period of time. Our Call Report form sharing functionality makes it easy for you to pass your service delivery on to other centers, while they use your preferred form(s) to log the interactions they’re taking on your behalf. This also ensures your data collection and the resulting reporting can be seamless regardless of who is actually providing the service.
    • Pros: Less direct impact on you, your volunteers, and staff during the event. Being able to simply forward your service to someone else is very convenient.

      Cons: This does come with a few sacrifices. First, your service delivery is being entrusted to others for a period of time. Necessary MOU’s and other contracts should be in place well in advance to ensure that same or acceptable level of service will be provided by the back up center. Consider any financial compensation that must be paid out as well. And you’ll want to have understandings about proper data collection, call handling policies, and more.
  • Work from home – Technology has made it easier than ever to turn any setting into a call center, even your workers’ homes. Calls could get forwarded to that worker’s personal phone or a phone loaned to them from the office. Chats or texts can be taken from virtually anywhere as well. Special tip for iCarol users who might employ this method: You must either turn off ‘Restriction’ (the feature that makes it so your workers can’t see call reports from a personal computer outside the office) or give your staff and volunteers permissions to install the iCarol Certification Tool on their computer. You can read more about this here.
    • Pros: You’re unlikely to get much push back from your volunteers or staff about this plan; the idea of staying warm, cozy, and off the roads will send many a helpline worker to their happy place. Plus, you won’t have to worry about people physically making it in to the call center for their shift. Worried about productivity? The term is referred to as “shirking from home” — the concern that your employees won’t actually get anything done and left to their own devices will shirk their responsibilities. The good news is, numerous studies have discovered that this is a generally unfounded fear. A Stanford University study of call center workers found home work resulted in a 13% performance increase, people took fewer breaks and sick days, and 4% more calls per minute handled thanks in part to a quieter and more convenient working environment. Home workers also reported improved work satisfaction, and their attrition rate was cut in half. These days there are plenty of communication methods available making it so that remote workers won’t feel disconnected. Keep in mind that with iCarol your supervisors can remotely silent monitor chat and text conversations, leave feedback on logged interactions, put out News alerts, send instant messages to your workers via Internal Chat, send emails and SMS messages, and more. Technology has made us more connected with one another than ever before, even if we’re physically separated by many miles.

      Cons: Most modern phone systems have many remote controls that allow you to sign in remotely and forward calls as needed, but some might require you to be on-site to activate the call transfers. If there are no remote capabilities for controlling where the calls are landing, then that means someone has to make it into the office to flip the switches, possibly rendering the work-from-home scenario moot. You’ll also want to consider home office digital security, and whether or not having employees work off-site violates the terms of any of your contracts. There’s also the matter of assuring your volunteers and staff have a suitable work environment free from distraction or disruptive noise or potential confidentiality violations. They also won’t be able to take advantage of some of the infrastructure that may be available at your center, like battery backups or generators in case of a power outage.
  • Camping out – Marshmallows optional. When the forecast calls for dangerous weather and snow accumulations that might make travel impossible, make a decision ahead of time to suspend the usual schedule, and instead have a crew arrive prior to hazardous road conditions developing. This crew will stay for a period of time until travel is safe again and shifts can resume.
    • Pros: Again, you’ll be free from having to worry about workers traveling or one shift getting stuck because relief didn’t arrive. The whole idea here is that they know they’ll be stuck for awhile, and they’re (hopefully) okay with that. This is a policy you could develop long before winter weather strikes, so that you aren’t faced with a chaotic scramble for a solution just before a blizzard hits. You may even cultivate your list of willing participants ahead of time as well. Being able to make these decisions in advance without the storm bearing down on you is certainly a benefit, simply activate the plan when needed.

      Cons: Directors, Managers, and other decision-makers will want to stay in close contact and clearly communicate expectations, especially concerning staff arrival time and decisions about when normal operations should resume. Volunteer or staff health and well-being is a concern. Does your call center have adequate facilities to keep them comfortable for an extended stay of 24 hours or more? Think about bathrooms, bathing and personal hygiene, and food access and preparation. Mentally and emotionally, how will your staff deal with being at the office for a long period of time? They’ll need to have regular breaks and take time for uninterrupted sleep, which means this plan usually requires at least two participants. You’ll also want to review labor laws in your area to be sure your policy doesn’t violate ordinances relating to a worker’s right to ample breaks, and whether or not additional financial compensation is required.

    How do you keep your helpline operating in spite of dangerous travel conditions for your volunteers and staff?Do you employ one of the strategies above, or do you handle winter storm scheduling some other way? We’d love to hear about it! Leave us a comment!

    * While this article refers specifically to blizzards and other winter weather conditions, these strategies could be employed during any disaster scenario, natural or man-made.

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    Setting up your Opt-out SMS messages

    As we’ve discussed in our recent webinar and white paper, an important aspect of staying compliant when texting is to ask permission of the help seeker, and to put in a STOP message to enable texters to opt-out of text conversations. As a result, all U.S.-based organizations should have their first, outbound text message configured similar to the one below:

    “[Name and location of organization] Welcome! Do you give your consent to text you? Reply yes to continue, STOP to cancel. Message & data rates may apply.”

    We’ve made it easy for you to set it up in iCarol. Here’s how:

    1. Select ‘Messaging’ on the Left Hand Menu Messaging left menu

    2. Click on the SMS/Texting link on the upper right hand side of the screen SMS Settings

    3. Look for “Settings for SMS”. There will be a new pull-down menu for your portals. It will automatically be set for “default”. Select the portal for which you wish to configure the message. If you only have one, there should only be one named choice in the pull-down list. Settings for SMS

    4. Your first, automated message to the texter can be configured in a new field, labeled “SMS Initial Message.” Initial Message

    5. Once you’ve configured the message, click the Save Settings button at the bottom of the screen.

    Don’t forget that SMS messages have a maximum of 140 characters in the U.S.! Many organizations use abbreviations for some of the wording. You may have to play with your initial message configuration to get it under the character limit.

    Note that future updates to the iCarol system will include making the Initial message field a required one for U.S.-based organizations. This will help ensure you don’t forget to configure the message.

    For any questions on the configuration options, please contact Support via the Help Page within iCarol.

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    Collaborative Messaging: Build Networks, Connect with other Helplines

    Collaborating w partnersOne key feature of iCarol is the ability to link and share service delivery with other helplines in a variety of ways. Historically a common partnership scenario involves call centers who pass some or all of their calls to other iCarol-using centers either as after-hours contracts, or on an as-needed basis for overflow. iCarol accommodates these partnerships with call report sharing capabilities. Much the same with resources, centers can share resource databases with others who may be taking their calls, or to better service the needs of help-seekers with a wider range of potential services to refer them to, or through setting up provincial and state-wide resource databases to be accessed by a network of helplines who can all take part in maintaining these resources, thus reducing burden to each individual center.

    These same principles of sharing volume to benefit centers and clients alike also extends to iCarol Messaging, and in recent month’s we’ve made improvements in this arena.

    As an example, one nationwide network using iCarol was using a sort of round-robin approach in how to route chats to the centers who were members of that network. Visitors would arrive to the website and click through to chat, and from there they’d be routed to one of the centers based on the schedule, and the coverage area of the center. Once they were properly routed, they’d arrive at that center’s registration page and after completing registration they’d appear in just that center’s messaging queue.

    There are some challenges to this approach, namely:

    • The routing system didn’t take counselor availability into account so chats may be routed but the destination center may be overwhelmed with other work and short on counselors to take chats
    • The visitor was visible just in the iCarol system to which they were routed
    • Registration pages may have a different look and feel, depending on the center to which the visitor was sent
    • Lack of control over the data being collected by individual centers
    • Statistics could not be run in real-time; they had to be aggregated first

    chat networks sharingOur developers have been working on a new approach for this network, and they’re currently using it to much success during the pilot period. So, how does the approach work now? The network is using a single shared “portal” made available to the participating centers in their iCarol systems, rather than routing the chats as it did before. This means:

    • Standardized registration pages make for a more consistent look and feel, and better branding for the network
    • Pre-written messages, reporting forms, and data collection are standardized
    • The network system directly hosts and controls their own data, so they get better reporting capabilities
    • Chats are visible to any center serving the visitor’s area, meaning better load balancing and shorter wait times for visitors, fewer abandoned chats
    • Chats are clearly marked as being from the network, but appear in the same queue as the center’s other local chats for ease of use

    We’re excited to say that this pilot period has gone very well and the network is enjoying the benefits of the shared portal technology.

    We’d welcome the opportunity to talk to you about your network whether it’s provincial/statewide, or national, to see how this functionality could improve and streamline your messaging services and benefit all your participating centers and visitors alike. Current iCarol users, please open a case with us, or if you’re not using iCarol yet please contact us to learn more!

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    We never talk anymore: The preference to text instead of talk

    An interesting take on the preference for texting over talking can be found in this article by Bizzuka.

    Some key points to take away:

    • Smartphone owners aged 18-24 send and receive 4,000 messages per month.

    • 43% of 18-24 year-olds say that texting is just as meaningful as an actual conversation with someone over the phone.

    • 42% of teens say the primary reason they have a cell phone is for texting. Safety was second at 35%.

    These and other statistics about millennials are sourced here.

    Millennials aren’t the only ones who text, though. According to Factbrowser, statistics reveal that US smartphone owners who use text (92%) send an average of 111 messages per week, and 49% of those who use social media daily would rather text than call someone.

    More evidence that texting is not a fad but rather an often preferred mode of communication that’s here to stay.

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