THA Publications

Telephone Helplines in a Multi-Channel Environment

Offers practical guidelines on using non-voice channels such as email, text message, the internet, web chat, web forums and textphones within a helpline context. Chapters on:

• Adopting new channels

• Skills, staff planning and supervision

• Handling enquiries and providing information

• Protecting users and staff

• Promoting new channels

• Choosing and working with suppliers

• Monitoring and evaluation.

Also contains a glossary of terms and further references.

50pp, softback.

Cost £5 to THA members, £10 to non-members
Order your copy from the publication order form

Updated March 2009 by Deirdre Rusling