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Posts Tagged ‘webinars’

Join us for a Quarterly Enhancement Review Webinar

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Time is running out and available space is filling up fast! If you haven’t already, please be sure to register for our Quarterly Enhancement Review scheduled for September 30th at 1pm EDT.

In this fast-paced webinar, with time for questions, we’ll be discussing:

  • New features recently released
  • How these changes help you find ways to streamline your day
  • How these changes can expand your service offerings in your helpline

The webinar will be most beneficial and interesting to current iCarol clients who are Program Managers or Directors and use iCarol at an Administrator security level, or those who are considering subscribing to iCarol. That said, all are welcome to attend.

We’re committed to providing excellent communication about iCarol capabilities, updates, and enhancements on a regular basis. We hope you’ll join us!

Click here to Register

Interested, but can’t make it on the 30th? No worries, we’ll have the recording available on our website shortly after the live broadcast.

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Key Differences and Similarities between Instant Messaging and Texting with iCarol

Are you thinking about letting visitors contact you via messaging, but are not sure of the differences between Instant Messaging and Text Messaging? iCarol offers both – here’s a quick review of how each differs in access, convenience, variable cost, and privacy.

Access

Laptop in useInstant Messaging lets visitors click on an iCarol-provided “chat now” button on your website to initiate a session with one of your specialists. Both the visitor and the specialist converse from computer screens, typing messages back and forth to each other.

With Text Messaging, counselors also converse from iCarol computer screens – actually the very same screens they’d use for Instant Messaging – yet visitors participate from their own cell phones, not from a computer screen.

Convenience

We all know that the easier it is to get information or help, the more likely it is a person will ask.

Many of our Instant Messaging clients love having a “Chat Now” button on their website. Not only does it encourage visitors to return repeatedly to their website – who doesn’t want a popular website? – it also offers visitors a handy way of communicating when and where a visitor really needs it.

For example, you could paste the button right next to the screen where visitors search your resource database (another iCarol feature). If the visitor is having trouble finding what they need, help is just a click away.

So Instant Messaging is great for organizations that either have a popular website, or don’t, and appreciate a boost in web traffic while at the same time better serving your community.

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Text Messaging, on the other hand, offers a convenient way to ask for help when a visitor is not near a computer. Often clients tell us that visitors who text them would not reach out to anyone if a texting service were not available.

For example, maybe a man’s on the bus on the way to work and he’s stressed about paying his utility bill. Or a mom sitting at a park rocking her sleeping toddler needs help finding an after-school program for her first grader. Perhaps a middle-school student plops down on the family couch next to her siblings after a tough day at school fending off bullies. All of these people might reach out for help via texing.

Text Messaging makes help available right from the convenience of a person’s own cell phone. It’s a kind of access that people tend to expect more and more in a world where texting friends, family, companies, banks, etc. is ubiquitous.

Variable Cost

Where the two forms of messaging differ from a variable cost standpoint is in text usage fees. Text Messaging has them, Instant Messaging does not. When you have Text Messaging service, you’ll be billed for usage based on how many thousands of texts you use per month.

In your iCarol system, you’ll always have a running count of texts so you can see your usage level. We won’t cut you off when you reach your billed-for limit; we’ll just make it up on the next bill. As you use more texts, volume discounts kick in. Plus an increased volume helps funders see how popular your service has become.

Your visitors will of course never be charged by iCarol for text usage, but may be charged by their own cell phone provider, depending on their texting plan. There’s a spot in the workflow to add a note to visitors reminding them, and typically our clients like to add such a note as well to wherever they publicize the texting number.

Privacy

Both Text Messaging and Instant Messaging offer a kind of privacy that a voice phone call does not. That is, nobody can overhear a conversation asking for help conducted via either kind of messaging, because it’s all nonverbal.

That’s helpful for a large segment of the population who might not otherwise reach out for help.

It’s an important factor, of course, for those with hearing or speaking issues, and for those who would rather not speak out loud.

Consider the person experiencing domestic violence, or a troubled student who has a hard time getting out of earshot of siblings or dorm-mates. Clients who work with transgender individuals say their visitors are thankful they don’t have to explain why their voice may not match their gender identity. And some people just are naturally more comfortable typing their innermost concerns than voicing them aloud. The privacy that non-verbal communication affords is a hallmark of both Instant Messaging and Text Messaging.

Text Messaging and Instant Messaging differ in other aspects of privacy, though.

Keyboard and screen in useWith Instant Messaging, all the communication is handled within iCarol –the ChatNow button connects directly to your iCarol system. Because it’s a closed system, iCarol can control the traffic entirely, and encrypts messages from the time they leave the keyboard of both the visitor and the specialist. Data saved in your iCarol system is encrypted, too – with the same strict encryption used by financial services institutions.

Data saved in the system for Text Messaging is also encrypted, but unlike with Instant Messaging, text messages aren’t controlled end-to-end by iCarol. Instead, while the messages are in transit over the phone lines, it’s the phone carriers that control the security of that traffic. That is true for any vendor’s text messaging offering. These days, phone carriers of course handle traffic for financial transactions, medical information, plane reservations, billing, etc. so you can determine your own comfort level.

Text Messaging and Instant Messaging can be used Concurrently

Because of the distinct features of each type of messaging, many of iCarol’s clients actually use both.

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That’s easy to do because the specialist workflow is exactly the same — if you learn one type of messaging, you already know the other. Also, both forms of messaging are integrated nicely into your iCarol system – so much so that specialists can, and do, handle both Text Messaging and Instant Messaging sessions concurrently.

If you’d like to learn more about messaging, please join us for a webinar on Messaging, or contact us for more information.

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iCarol Webinar: Enhancement Review and Future Plans

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We’re committed to providing excellent communication about iCarol capabilities, updates, and planned enhancements on regular basis. So, we’d like to invite you to join us for our quarterly review of recent enhancements, as well as a peek at what’s ahead, in a 30-minute webinar this Thursday.

In this fast-paced webinar, we’ll go over the newest ways you can streamline your day with new tools sprinkled throughout iCarol. Hosted by Shelley, our product manager, this is part of a quarterly “new feature review” series. We hope you’ll join us for this webinar on February 5th at 1pm EST.

In this webinar we’ll go over:

  • Quick refresher on 2014 new feature highlights
  • Review recently launched new features
  • Enhancements coming soon
  • How to keep up with new enhancements
  • How you can impact new feature development

Remember, if you’re an Administrator in iCarol, in your Dashboard view, you can also view enhancements and changes in the “Announcements, Tips, and Tricks” and “Release History and Future Plans” sections, but these webinars will go a little further to explain the new features, and allow time for your questions.

We think this webinar will be most beneficial and interesting to current iCarol clients who are Program Managers or Directors and use iCarol at an Administrator security level, or those who are considering subscribing to iCarol. That said, all are welcome to attend. We hope you’ll join us on February 5!

Click here to Register

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Just Your Type

Internal Chat copyIf you haven’t had a chance to check out the new Internal Chat feature, please consider giving it a try. We launched it a couple of weeks ago, and have been hearing how it’s helping centers get rid of passing paper notes, avoid putting callers on hold, fosters a greater sense of community, and just helps day-to-day communications.

Bottom line, it’s a convenient new way to exchange short, typed messages with colleagues, right from the security of your iCarol screens.

It’s available at no extra cost now, to all subscribers. For more information on how to turn it on and enable staff, and other functions, check out the help videos for more information, or register for our February 4th webinar.

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National Association of Crisis Center Directors Partners with National Suicide Prevention Lifeline

The National Association of Crisis Center Directors (NASCOD) recently announced an exciting collaboration with the National Suicide Prevention Lifeline. These two leading authorities in the helpline industry will collaborate on the delivery of monthly Webinars and Peer Support calls. The collaboration allows both agencies to highlight their strengths, share vital information across a larger network of crisis agencies and maximize training opportunities with ease and convenience for the busy helpline and suicide prevention professional.

This collaboration presents two major benefits to participants:

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  • NASCOD Members will be invited to the Lifeline Evaluation Webinar Series which will focus on research supporting crisis and suicide intervention best practices

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  • NASCOD will coordinate and present a series of peer support calls that will be shared with the Suicide Lifeline Network


  • If you’re not yet a member of NASCOD we highly recommend you consider becoming a member. NASCOD provides great resources to professionals at crisis lines, helplines, and suicide prevention lines. Regularly held Peer Support Calls allow crisis center directors to engage with one another and benefit from the experience of other directors on a number of pertinent topics. NASCOD also holds an annual conference that helps directors hone in on management and leadership skills, network with other helpline professionals, and learn more about specific topics, issues, and challenges in the helpline industry. Many NASCOD members use iCarol helpline management software and so this is one more area in which members can share knowledge and information with one another, for example how they are using iCarol features such as texting/SMS, chat, statistics, and resources to their advantage.

    With the announcement of this partnership with the National Suicide Prevention Lifeline it’s an excellent time to become a NASCOD member and take advantage of this opportunity to participate in the exchange of ideas and experiences between these two important leaders in the crisis helpline industry.

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