Mobile survey feedback

In September this year we posted a survey on the website asking you what you believe would make a better ChildLine experience on mobiles.

Thank you for all of your thoughts and feedback. We received over 500 responses to the survey and it is clearly something that many of you feel very enthusiastic and strongly about.

What have we learnt from the feedback about mobiles?

We have learnt:

Your current experience when accessing ChildLine using a mobile
What you want and expect ChildLine to be on your mobile

Here is some of the key information you told us:

What do you use your mobiles for?

Most of you tend to use your mobiles (such as iPhones, BlackBerrys, Android devices, iPod Touch, etc) anywhere and everywhere, whether you’re at home or out with friends.

For many of you, texting (SMS) is the most popular feature used on your mobile, followed by taking photos, using the internet, making phone calls, playing games or using fun apps.
How do you use the internet on your mobiles?

Many of you use your mobiles regularly to view websites. These websites tend to be:

• social networking websites such as Facebook and Twitter
• YouTube and other video sharing websites
• email services such as Hotmail and Yahoo
• instant messaging services such as eBuddy and MSN
• information and news websites such as the BBC.

However, using the internet and viewing websites on your mobiles can be frustrating. A lot of you felt that websites often don’t look right or work properly on mobiles. Internet connections are often felt to be too slow and unreliable, which affects your experience on mobiles.
How many people access ChildLine through their mobile?

44% of those that completed the survey have accessed ChildLine through a mobile. Of those that have accessed ChildLine through a mobile:

• 52% of have made a phone call to a counsellor
• 50% have viewed (or tried posting on) the message boards
• 41% have tried to access a 1-2-1 chat or ChildLine email with a counsellor
• 28% have viewed information and advice in the Explore section.
What was the experience of using ChildLine through a mobile?

Those of you who have called a counsellor on your mobile tended to have a good experience. However, those who have accessed the website on their mobile tended to report a poor (or less than expected) experience.
What do you think would make the experience of ChildLine on a mobile device better?

You told us that the most important features of ChildLine that need to be offered better through mobile devices are the ability to have a 1-2-1 online chat and/or ChildLine email with a counsellor. The message boards were also seen to be important, with many of you saying that you would like the ability to be able to post a message on the message boards through a mobile.

Other features that you felt, if improved, would make ChildLine great on mobiles include:

• a better text service (such as the ability to text a counsellor)
• making the Locker more mobile friendly
• improving the way that information and advice in the Explore section is presented on mobiles
• providing mobile games and other ‘chill out’ content
• mobile optimised videos.

A ChildLine mobile website or a ChildLine app were seen as the best two options for making ChildLine great on mobiles. You felt a ChildLine mobile website or app needs to be:

• easy to access, use and see
• fast, simple and mobile friendly
• free
• private and confidential
• available on a range of mobile devices.

Overall, you felt that a better ChildLine mobile experience will make it easier for you to access ChildLine wherever you are, as your mobiles are almost always with you.
Were there any worries about accessing ChildLine through a mobile device?

A lot of you mentioned that running a mobile is expensive, especially for making calls, sending texts and internet data usage, whether you are on contract or pay as you go. Many of you suggested that a better ChildLine mobile experience would need to be free of charge.

People such as parents or friends finding out that you’ve accessed ChildLine on a mobile is also a major concern. Many of you told us that there would need to be a way to ensure privacy and to be able to cover your tracks when accessing ChildLine on a mobile. You also told us that ChildLine should not show up on phone bills or in a phone’s history.

What are the next steps?

Your feedback has helped us out so much. We still have a lot of thinking and planning to do to make sure we provide the best possible ChildLine experience on mobile devices and this may take some time.

We will make sure we keep you up to date with further news we have about mobile developments for ChildLine. In the meantime, you can share any mobile-related feedback and suggestions you have for us by either:

• Sending us a message through the feedback box on the right-hand side of this page
• Posting a message on the message boards

Thank you

Have your say!

We'd like to hear your feedback and ideas on what you'd like to see on the ChildLine website. You can share your thoughts on the message boards.

ChildLine mobile

What would make ChildLine great on mobile? Feel free to use your imagination!

ChildLine mobile

Privacy and advice: About Childline; confidentiality promise; Cover your tracks

Accessibility

We want to make sure everyone can access the information provided on this site

We've put together a few tips and help for you. Please send us a message if you can't find what you're looking for. Or you have a suggestion of something we could include.

Using the keyboard instead of the mouse.
As well as using the tab key to navigate through the screen, the ChildLine website has special access keys:

Alt+S = skip navigation
Alt+1 = home
Alt+0 = accessibility information.

Is the text size too large or too small?
You can change your text settings through your browser options:

In Internet Explorer, go to View > Text size and select your desired text size setting (eg, larger, smaller).

In Firefox, go to View > Text size and increase/decrease using Ctrl and + or -

If you have a scroll wheel on your mouse, you can hold down Ctrl and scroll back or forth to increase or decrease the font size in both IE and Firefox.

Changing your computer screen settings
To change the size of the image shown on your screen on a PC running Windows 95 and upwards, go to Start > Settings > Control Panel > Display > Settings and change the desktop area by using the sliding bar.

On an Apple Mac, you can use the Monitor & Sound Control Panel to change the resolution.

Having difficulty with your keyboard or mouse?
You can fine-tune your mouse and keyboard settings under Start > Settings > Control Panel > Accessibility in Windows 95/98/NT/2000 and XP.

Skipping navigation for talking browsers and screen readers
For speech browsers, you can press Alt and S followed by Enter to skip navigation on our pages.

The site is W3C level A compliant.

Help

This page contains feedback from a suvey that we posted on the ChildLine website. If you need to contact ChildLine please go to the Talk to us page

Search for something on the website
To search for something on the website, type what you want to find in the search box on the navigation of the site.

Games

To play the games on the ChildLine site, you will need to have Adobe Flash installed. If you don't have it installed on your computer, you can download Adbobe Flash for free here (this link will take you to another website).

Some games can be played using your keyboard and some are played using your mouse. the instructions on the right of the games will tell you how each game is played.

How to use the video player

To watch a video, click on the ‘play’ button at the bottom left of the video player. It is shaped like a small triangle. You can pause the video once it is playing, by clicking on this button again, which will now be a ‘pause’ button, which looks like a number eleven – ‘11’.

You can change the volume of the sound on the video by clicking on the ‘volume control’ button, on the bottom right of the video player. If you click directly on the picture of the speaker, the sound will turn off completely.

If you would like to see the video displayed in a full screen, you can click on the full screen button which is the last button on the bottom right of the video player. To exit the full screen mode you can press ‘escape’ on the keyboard, or click the ‘close full screen’ button on the bottom right hand side of the video player.

Search for something on the website
To search for something on the website, type what you want to find in the search box on the navigation of the site.