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Internet safety helplines: exploratory study first findings

Dinh, Thuy, Farrugia, Lorleen, O'Neill, Brian, Vandoninck, Sofie and Velicu, Anca (2016) Internet safety helplines: exploratory study first findings. . Better Internet for Kids.

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Executive Summary: This is the first short report on a study of Helplines, an essential component of the network of Safer Internet Centres coordinated by Insafe. 70% of all helplines are general service helplines with 30% dedicated specifically to internet safety. All helplines offer a confidential service that offers information, support, guidance and referral. Helplines offer a range of services using a variety of platforms: telephone counselling services, email support, support using online chat, text services, online forum, peer support, social networking and in some instances face-to-face support. Among the most important success factors identified by helplines include: ‘positive feedback from callers’, the ‘number of calls’ and ‘participation from stakeholders’. Among the most persistent risks identified by helplines are bullying and cyberbullying (92%) followed by hate speech (88%) and sexual content (75%). Recommendations arising from the study call for development of an alert system for emerging risks, access to technical expertise for helpline staff and support for further stakeholder collaboration.

Item Type: Monograph (Report)
Official URL:
Additional Information: © 2016 The Authors
Divisions: LSE
Subjects: H Social Sciences > H Social Sciences (General)
Date Deposited: 15 Feb 2016 15:01
Last Modified: 28 Oct 2021 23:06
Projects: Insafe helpline Fund
Funders: Kaspersky Lab

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