A cry for help answered on the Internet
by Mark
Walker <coreteam@pact.org.uk>
The Samaritans e-mail counselling service
The first Samaritans branch was opened in Central London in 1953 and there
are now over 200 branches across the UK and Ireland. Each is run entirely
by volunteers and provides a listening ear to many thousands of people every
year.
The traditional telephone service has now been joined by an e-mail system,
currently dealing with over 150 enquiries each week. The idea of offering
counselling over the Internet was first piloted at the end of 1994, with
the full system launched in May 1995. It has proved highly successful -
and provided a new avenue for The Samaritans' work.
Most users of The Samaritans e-mail service are men under 35 - the group
most at risk of committing suicide. Over the past 10 years, the number of
males aged 15 to 24 killing themselves has increased by 10 per cent and
the service forms part of a campaign to reach out to young people - a campaign
which also includes schools and colleges outreach and regular attendance
at festivals such as Glastonbury.
Emma Borton of The Samaritans says that most users are from the UK, although
messages are received from all over the world. "We find that many people
using the service are sending their messages from educational establishments.
They are usually very well-written and the senders are often already working
through issues for themselves, although this may be the first time they
have felt comfortable with asking for help."
"Many people appear to find it easier to express themselves using their
computers than they do talking on the telephone. The process of writing
a message is more considered than a telephone conversation, when it can
often take several sessions to get to the root of problem."
The Samaritans aims to answer every message within 24 hours, although it
is often quicker. A central mailbox is opened several times each day, with
messages automatically distributed to the growing number of local branches
now participating in the service. They are answered by volunteers who have
been trained in using e-mail. An average of six to eight messages are exchanged
for each enquiry.
An important part of the service is the option of remaining anonymous. By
sending their message to a special address it is possible for the user to
strip out their name and e-mail address - without losing the ability to
return the message correctly. This is one of the ways that it has been possible
to reflect the basic principles of the Samaritans' telephone service.
Despite minimal promotion the e-mail service continues to grow in popularity,
and The Samaritans is responding by upgrading its technical resources and
developing the network of on-line branches and trained volunteers. As use
of the Internet grows it is expected to become an increasingly important
way means of seeking help.
* The Samaritans have two e-mail addresses: jo@samaritans.org
Or, if callers wish to remain anonymous: samaritans@anon.twwells.com
For general enquiries about the development of the service call 01753 532713,
or e-mail admin.@samaritans.org (the full stop after admin is apparently
deliberate)
Mark Walker