Setting expectations about hearing back
Kooth is an online mental wellbeing community for young people which includes a magazine, peer discussion boards, chat with the Kooth team and a mood journal.
Kooth explain clearly who will see the journal entries and that it may take a while for posts to be seen by their team. They suggest alternative channels to get immediate support.
This sets user’s expectations, builds trust and helps them choose the most appropriate communication channel.
Explain limitations like response time to manage expectations.
Offer alternatives to direct people to sources who are able to help in a shorter time frame.
Provide information in context.
Young people could still use the journal when needing immediate support and get a delayed response.