Internet safety helplines: exploratory study first findings

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.