At Cyberhus, “regular users” are defined as someone who has used one of the counselling services daily, or almost daily, for a period of at least six months. Regular use are not necessarily seen as problematic, and as part of the counselling services, counsellors actively encourage young people to return. 

An alternative to the classic web chat 

There are now numerous digital counselling services where children and young people can chat with qualified youth counsellors about various problems or youth-related topics. The framework is often the same: a single session lasting one hour in an anonymous, text-based digital space.

Cyberhus' SMS counselling differs from other digital services in that they do not have fixed rules for how long a conversation may last. Some young people may need a quick answer to a specific question, while others may require a longer conversation that may span over several days, weeks, or even months.

Time for reflection and relational work 

The SMS counselling allows for extended conversations, giving young people the opportunity to put the phone in their pocket and take time to reflect on the question or advice they have just received. They also have the chance to try out what they discussed with the counsellor, then return and talk about their new experiences. This way, the counsellors walk part of the journey with the young person, offering a safe and stable relationship that they can lean into when they need motivation, good advice, or simply a listening ear.  

Because the conversation can resume where it left off, and the young person doesn’t have to start over, counsellors are able to continue working on an ongoing process – something that is deeply meaningful for both the young person and the counsellor. These longer conversations also give counsellors the chance to build a relationship with the young person, and give the young person time to observe and talk about both small and big issues, before opening up about what is making them feel the most vulnerable. 

Equal and trustworthy relationships are essential for creating real change in one’s life. That’s why the counsellors continually strive to provide all children and young people with the opportunity to express their own thoughts and feelings in a safe and trusting environment – both in the SMS counselling, and in the group chats. 

Strength lies in the community 

In the group chat services, counsellors meet young people every week, who log on to share thoughts and experiences with their peers. Some come once, while others return week after week. As a general principle, young people are encouraged to return to the group chats, as it fosters a sense of community. 

"It’s amazing to be here, and there are some great people to chat with – and most of the time it's the same people, so you kind of get to know each other." - Quote from a young person in the group chat

The group chats are designed as safe spaces where young people can openly talk about everything that occupies their minds: friendships, family life, suicidal thoughts, anxiety, hope, and everything in between. There, they can experience that they are not alone – and that in itself can be a huge help when one might be in a more or less vulnerable position. 

When young people return regularly to the chat, it enables them to check in with one another, try out new things, and use the community as a motivating factor for creatingm positive change in their lives. 

The educational balance – care and responsibility 

Digital communities are valuable in themselves, but young people need communities and relationships grounded in their physical lives. That’s why it’s important to continuously be mindful of how counsellors bridge the gap between digital and physical communities and services. In other words, they work continuously to ensure that the counselling services don’t become a safety blanket, but rather a stepping stone – offering positive experiences that strengthen the young person’s belief in both the community, and their own abilities and resources. 

Counsellors pay particular attention to ensure that regular users take something meaningful with them from the counselling – something that creates real change in their lives: it could be the positive experience of opening up, the feeling of belonging to a community, or increased confidence in their ability to cope with life and everything it entails. 

"It helped me understand that a lot of people actually struggle with the same things I do. And I’ve been able to practice talking about some things here, which made it easier to get help for them afterward." - Quote from a young person in the group chat 

Find more information about the work of the Danish Safer Internet Centre, including their awareness raising, helpline, hotline, and youth participation services – or find similar information for Safer Internet Centres throughout Europe.