Kooth
Setting expectations about hearing back
Manage expectations
Tell users what the service can and cannot offer them. Be clear about the terms of the contract managing the relationship between you as a service provider and your customers.
Further description
Provide transparency to help users manage their own expectations
It will build trust with users, a sense of safety and avoid any misunderstandings.
Set boundaries between clients and workers
Set ground rules for the relationship between your staff and the people they work with and their families. All rules should be laid out clearly and the main ones should appear in the contract managing the relationship with clients.
Co-design with clients the contract managing your relationship with them
Both parties are affected by the terms of this contract and therefore should be aware and involved in designing it.
State how long your service is designed to help young people for
Avoid people developing dependency on services that are not designed for long-term use.
Explicitly mention if your service is monitored
Stating the terms of your service will help young people decide if your service is right for them.
Examples
Share your patterns
We’re constantly on the look out for new patterns. If you have a service/product which you think could be used as a new pattern, we’d love to hear about it.
