One of the most common complaints expressed by Shout users is the feeling of the conversation having been closed abruptly by the volunteer.
To better understand where this feedback stems from and what improvements can be made, we explored the contents of the affected conversations with machine learning methods. Our analysis surfaced a few candidate explanations for the feeling of having been suddenly cut-off from support, which we describe below.
Due to high demand, Shout conversations are time-limited and typically last around 45–60 minutes. After a few minutes of no response, volunteers are also encouraged to check whether the texter wishes to continue the conversation.
However, texters might not be aware of this, especially if they are used to texting friends in a more informal, on-and-off way over longer periods of time.
One common pattern that emerged in conversations reported as abruptly closed was volunteers only disclosing the time limit at the end of the conversation, shortly before closing it, and sometimes following a string of check-in messages.
In response, we updated the guidance to better set texter expectations. Volunteers are now encouraged to:
- share the time limits at the beginning of the conversation
- clearly explain that the conversation will be closed after a period of inactivity
This allows texters to feel they have more control over the conversation, including what they choose to share and how they want to share it.
Shout conversations are designed to provide a space for texters to explore their thoughts and feelings, while also offering more practical support depending on their needs.
This can include sharing relevant resources such as:
- webpages
- apps
- other mental health services
As we saw in the feedback analysis, useful advice and resources were amongst the main themes mentioned in positive feedback. However, not every texter is open to receiving this kind of support.
Our guidelines also clearly state that after sharing resources, volunteers should gently check in on how the texter is feeling before closing the conversation.
However, in a subset of conversations reported as abruptly closed, we noticed that resource sharing was sometimes:
- forced upon the texter
- used as a way to close potentially difficult conversations
In some cases, volunteers stated they would leave the texter to explore the shared links, rather than continuing the conversation.
To address this behaviour, we ran a series of videos and workshops as part of a ‘Focus Month’ for volunteers. These sessions reinforced:
- the importance of allowing texters to choose what support they receive
- how to close conversations warmly and collaboratively