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New service delivery models
For more detailed information of the main topics to explore when moving your services to digital channels,, see our How To Guide: Digital Services SCVO in collaboration with Third Sector Lab are also supporting,Key principles Start with user needs - spend time understanding what your service users need to do, and,See this guide from Cast on the principles behind developing good digital services. ,, you need to be using the channels where your service users or volunteers are active.
Your users
When you move a service online you need to understand how your users already engage with the digital,connectivity see our guide to Digital Inclusion.,Three key actions Measure the digital skills of your users Think about how your users will be accessing,It offers two short checklists that users can complete with your support.,Your users will generally be accessing your service from their home setting.
Digital inclusion sessions
Organisations have a responsibility to support their staff to do their jobs, and to support their services,users to fully access their online services.,If you are a complete beginner perhaps you are beginning to realise that your service users cannot all,fully access your online services perhaps you know your staff sometimes struggle to use your systems,digital inclusion work becomes embedded across your service and is therefore sustainable.
Webchat
Service remit It is important that your users and responders are clear about the remit of the webchat,To offer high quality experience for your users you should resolve their queries via the chat, or handover,to other services if your team cannot help.,Record of discussion You need to consider if your users can access the service anonymously, and whether,Charities using this tool ‘We are with you’ offer a webchat service to support people dealing with addiction
Messenger services
For flexible interactions between you and your users; 1-to-1 and in groups.,User preferences It is important to find out how your users feel about using different messenger services,Service remit It is important that your users are clear about the remit of the messenger service.,to other services if your team cannot help.,domestic and sexual abuseParentzone’s crisis messenger services use SMS to provide a mental health support
Safety and security
You have to make sure that information shared as part of your digital service is as safe and secure as,written consent from your users Support your staff and volunteers to understand online safety and privacy,For more information about how to assess risk see the Catalysts step-by-step digital safeguarding guide,Informed consent You should gather consent before providing digital support, in the same way as you would,You should consider whether accessing your service could expose your users to harmful content, cyber
https://scvo.scot/support/digital/guides/digital-services/safety-security
Planning your digital inclusion support
inclusion support journey: What do your services users need? ,Who will be your Digital Motivator and Digital Champions? ,Think about how you will use the data to inform your activities and as a support tool for your users.,Let your service users and wider networks know about your digital inclusion support.,What impact has it made for the user and your staff and volunteers? How has your service improved?
Chatbots
What they do Chatbots automate interactions with your users on your website and messenger services.,They can also be built into websites and other digital places.,Complex tasks need more sophisticated support from a human.,Sometimes it might be worth trying out a supportive and information rich autoresponse on your messaging,It depends on what your users need and when.
Essential digital skills
You can use SCVO’s Digital Skills Check-up tool to measure your own or your learner’s digital skills.,apps/products/services Essential Digital Skills for Work Essential Digital Skills for Work are the increasingly,guide to social networks, apps and games (NSPCC – Net Aware) Digital Communication (Barclay Digital,Champion Guide.,Before you leave, you can check out the last part of the Digital Motivator Guide: measuring impact or
Engaging with a new learner
Embedding digital inclusion support into your service can help.,It could be supporting their hobbies, managing their finances, accessing key services or connecting with,This will depend on the nature of your relationship with the learner or how your service delivers support,For example, a service user calls you to ask about any events your organisation is delivering over the,can help enhance the user experience.
