E-counselling : is it 4 u?

Take a bit of time to read this page. It provides you with information for you to think about before you engage in online counselling. It is important to be a fully informed consumer, and we encourage you to read widely, and make your own decisions. For general information on e-counselling, read the FAQs .

How does Relationship Help Online work?

Relationship Help Online is a real-time chat service. This means that you make an appointment with a counsellor, and at your appointed time, both you and your counsellor communicate at the same time, by typing. We use chat software (like MSN). Counselling on this website is between one client and one counsellor.

What equipment do I need to be able to do e-counselling?

You need a computer with Internet access. It is helpful to have broadband, or a fairly fast connection. You don't need to download any special software to use our e-counselling.

What skills do I need to be able to do e-counselling?

• You should be a fairly fast typist
• You should be comfortable with text-based communication (e.g. SMS, MSN chat, online forums, email)

In what circumstances might online counselling NOT be appropriate?

• If you are in a crisis situation. In which case we advise you to call one of the Emergency numbers listed at the end of this page.
• If your personal safety is an issue. This could include a domestic violence situation or suicidal feelings. We advise you to call one of the Emergency numbers listed at the end of this page.
• If you need specialist medical treatment for a physical condition.
• If you suffer from a mental illness.

What are the advantages and disadvantages of online counselling?

Some of the advantages are:

• Anonymity: Some people feel safer and are able to be more open
• Convenience: Greater flexibility and options in appointments
• Time efficiency: You don't need to take time off work or travel anywhere
• Accessibility: Offers increased access to services from rural and remote locations or to people who are unable to leave their homes or travel to an office
• Cost-effective: Costs less than face-to-face counselling, and travel costs, child-care costs etc can be eliminated.

Some of the disadvantages are:

• Text Based communications often ‘truncate' the communication which may lead to misunderstandings. You or your counsellor would say more in a face to face situation than you do when you are typing.
• Non-verbal cues normally present in a conversation are not accessible, increasing the risk of misinterpretation for both you and your counsellor. Counsellors are trained in how to communicate tone, feeling, humour etc, but these can more easily be misinterpreted. Sometimes you have to say “out loud” what the counsellor would be able to deduce if he or she could see you.
• Sometimes situations are too complex to be adequately conveyed in text messages and therefore the online contact may need to be supplemented by telephone counselling.
  

Are there things I should tell the counsellor?

It is helpful if you are aware of the limitations of text-based communications. Remember that your counsellor has no visual prompts, so she/he cannot read your facial expressions or body language. The counsellor won't be able to tell if you are physically hurt, and may have difficulty reading your emotions. There can also be misunderstandings when using text.

You should tell your counsellor if:

• you have mental health issues or addictions.
• you have been drinking or taking drugs before the session.
• you are in a domestic violence situation, or if you and your partner have heated arguments which become physical.
• you are in a crisis situation or fear for your safety.
• you don't understand something the counsellor is saying, or need clarification.
• you have concerns about online counselling.
• emotions come up for you during the session, such as sadness or anger. Remember that your counsellor can't see your face.

E-counselling with couples and families

It is still generally agreed that face-to-face counselling is the preferred option for couple and family counselling. However, it is also recognised that online counselling is another method of providing counselling when face-to-face counselling is not possible or not desired by the client.

Our e-counselling service is set up to offer individual counselling on relationship issues. We can include your partner or a family member by arranging separate appointments. Joint services for couples and families can augment the individual online counselling service, using telephone, teleconference, video line hookup and where possible by face-to-face meetings.

Counselling options for an individual:
Face-to-face, telephone, email or e-counselling.

Counselling options for a couple:
Joint sessions: Face-to-face or telephone.
Individual sessions: Email or e-counselling.

Counselling options for a family, where all are in the same location
Face-to-face, telephone or video conference.

Chat Protocols

Since there's no body language online, people often use smilies to show their emotions, or narrate their actions. Here are some useful symbols that you or your counsellor may use during a chat session.

• ... (elipsis) If you have more to say, but want to get part of your thoughts on screen, end your post with ..., press SEND, then continue with your post.
• WB = Welcome Back
• BTW = By The Way
• IMO = In My Opinion
• BRB = Be Right Back
• AFAIR = As Far as I Remember
• B4N = Bye For Now
• DK = Don't Know

Most common smilies:

:) = smile

:( = frown

:'( = crying

You and your counsellor should wait for each other to finish before replying. Getting into a good rhythm prevents you going off-track.

Emergency Contact List

• Kids Help Line 1800 55 1800
• Lifeline 13 11 14
• 24 hour Domestic Violence Crisis Line 1800 65 64 63

Resources on e-counselling

If you wish to read more about e-counselling, you can initiate a search on a search engine (such as Google). Use keywords such as online counselling; online counseling; e-counselling, e-counseling, e-therapy, or internet counseling. You can include keywords such as ethics, issues, consumers.

Here are a few of the many references we have used. You may be able to get these from your local or university library.

e-Therapy: Case studies, guiding principles, and the clinical potential of the Internet. Hsiung, Robert C.; 2002. New York , NY , US : W. W. Norton & Co, Inc. xxv, 227 pp. [Edited Book]

Ethical and legal issues in e-mail therapy. Akister, Jane; Journal of Family Therapy, Vol 25(3), Aug 2003. pp. 310. [Peer Reviewed Journal]

The nature, scope, and ethics of psychologists' e-therapy Web sites: What consumers find when surfing the Web. Heinlen, Kathleen T.; Welfel, Elizabeth Reynolds; Richmond , Elizabeth N.; Psychotherapy: Theory, Research, Practice, Training, Vol 40(1-2), Spr-Sum 2003. pp. 112-124. [Peer Reviewed Journal]

Online counselling services in Australia – the challenges of a new vehicle for an old art. Gedge, Renee; Monash University , 2002. renee.gedge@infotech.monash.edu.au [conference paper, available online, printed 20/02/2003]

Technology in counseling and psychotherapy : a practitioner's guide. Goss, Stephen and Anthony, Kate; 2003. New York , NY , US : Palgrave Macmillan. [Edited Book]

Websites and online articles

Online Counsellors   - http://www.onlinecounsellors.co.uk
UK published research articles on online therapeutic relationships and implications for practitioners. Research, training, and consultancy services available online and offline from Kate Anthony, MSc.

NetPsychology - Exploring the Online Delivery of Mental Health Services   - http://netpsych.com/
NetPsychology explores the uses of the Internet to deliver Psychological and Healthcare Services with focus exclusively on online resources.