Expanding Suicide Crisis Services to Text and Chat Responders' Perspectives of the Differences Between Communication Modalities
Expanding Suicide Crisis Services to Text and Chat Responders' Perspectives of the Differences Between Communication Modalities
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DOI：
10.1027/0227-5910/a000460
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发表时间：
2017-07-01
影响因子：
3
通讯作者：
Haas, Gretchen L.
中科院分区：
文献类型：
--
作者：
Predmore, Zachary;Ramchand, Rajeev;Haas, Gretchen L.
背景：危机支持服务历来由基于电话的自杀预防热线提供，但越来越多地通过替代方式提供，包括互联网聊天和短信。目的：更好地了解电话和聊天/短信服务的使用差异。方法：我们对退伍军人危机热线的呼叫响应者进行了半结构化访谈，他们利用多模式方法对处于危机中的退伍军人做出反应。结果：回应人员表示，退伍军人可能会访问聊天/短信服务，主要原因包括希望匿名和可能无法使用手机。对于来电者和聊天者是否提出了不同的问题或自杀风险，响应者意见不一；然而，他们建议退伍军人经常使用聊天/短信与精神健康服务机构进行第一次联系。局限性：我们采访了呼叫响应者，而不是退伍军人本身。此外，由于这是定性研究，对其他环境的适用性可能会受到限制。结论：虽然新平台带来了希望，但参与者也表示，聊天服务可以补充电话线，但不能取代它们。
Background: Crisis support services have historically been offered by phone-based suicide prevention hotlines, but are increasingly becoming available through alternative modalities, including Internet chat and text messaging. Aims: To better understand differences in the use of phone and chat/text services. Method: We conducted semistructured interviews with call responders at the Veterans Crisis Line who utilize multimodal methods to respond to veterans in crisis. Results: Responders indicated that veterans may access the chat/text service primarily for reasons that included a desire for anonymity and possible inability to use the phone. Responders were divided on whether callers and chatters presented with different issues or risk of suicide; however, they suggested that veterans frequently use chat/text to make their first contact with mental health services. Limitations: We spoke with call responders, not the veterans themselves. Additionally, as this is qualitative research, applicability to other settings may be limited. Conclusion: While new platforms offer promise, participants also indicated that chat services can supplement phone lines, but not replace them.