Online counselling as part of disengagement assistance: an initial field report

By Franziska Kreller

In an increasingly digitalised world, online counselling services are becoming more and more important. They can also make an important contribution to deradicalisation assistance. The departments Right-wing Extremism and Religiously Motivated Extremism of Violence Prevention Network are currently gaining experience with digital counselling in deradicalisation assistance. Other professions can already look back on many years of experience in the use of digital tools. Whether it is spiritual care, migration or health issues – online counselling is used in a variety of contexts. However, the crucial difference is that there is always a need, an emergency, an obligation that encourages people to seek counselling services. In disengagement assistance, this only applies to some extent, for example, when working systemically and addressing the environment of the person seeking advice. Or when people are already willing to disengage and seek help independently.

In view of the potential for recruitment and radicalisation that the internet can bring, prevention actors are aware that services must be provided there more consistently (i.e. on a larger scale) to create a balance and become sustainable for the future. This also applies to traditional counselling activities in the context of outreach youth work. But what would successful online counselling look like, and is it used, bearing in mind that radicalised individuals in particular are often considered difficult to reach?

This article is intended to provide an insight into the extensive implementation phase of Violence Prevention Network’s online counselling. First, there is a brief theoretical classification of the concept of online counselling and its formats. To explain the opportunities and challenges compared to face-to-face counselling, two counsellors provide an insight into practice. Finally, a look into the future sheds light on possible developments for digital disengagement assistance.

The two online counselling platforms of Violence Prevention Network can be reached at the following URLs, sorted by domain:

ausstiegsberatung-extremismus.violence-prevention-network.de

ausstiegsberatung-islamismus.violence-prevention-network.de

We currently offer three different counselling channels: email, chat and (with mutual trust) video (audio remains with camera switched off). The inquirers decide how they want to contact us or whether they want to switch between channels.

No personal information needs to be provided – the inquirer remains anonymous for as long as they want. To use the service, all that is required is the creation of a profile. But here, too, a nickname can be used to remain anonymous.

A delete button is used to ensure the safety of enquirers. After clicking on this button, the page is immediately deleted from the browser history and the user is directed to the start screen.

The counselling services are free of charge and comply with data protection regulations.

What is online counselling?

Online counselling refers to the support of individuals via digital communication channels, such as email, chat, video calls or special platforms. The German-speaking Association for Psychosocial Online Counselling (DGOB) defines this form of counselling as follows: ‘Online counselling presents itself to those seeking advice as an alternative and extended access to counselling services, combined with a change of media: from direct interaction to tele-medially mediated communication between people who are physically absent.’[1]

The following online communication forms are distinguished:

	text-based	non-text-based
synchronous	chat	video, phone call
asynchronous	e-mail	video/voice message

Violence Prevention Network initially decided on the formats e-mail, chat and video counselling. The advantages and disadvantages we see will be explained briefly below.

E-mail counselling

For our clients, e-mail counselling offers the opportunity to express their problems regardless of location and opening hours of the counselling centre. Writing down their individual situation can provide them with initial relief. This form of counselling is asynchronous – so answering a request may take some time. In addition, counsellors have to assess the client’s situation based solely on what is written and cannot rely on non-verbal cues such as facial expressions or voice tone.

Chat counselling

Compared to e-mail counselling, our chat counselling is instantaneous, which means it is more time synchronous. Here, too, thoughts and feelings are put into writing, which can be seen as a first systematic examination of the individual problem and provides relief. To ensure that a working relationship and relationship of trust can be established in chat counselling, the counsellors use, among other things, supportive conversation structuring and methodically grounded conversation guidance.[2] Both text-based formats (email and chat counselling) have in common that the inquirers find themselves in a trusting environment in which to formulate their concerns. The reporting process is less demanding and has fewer barriers than in a face-to-face setting, and the distance helps to counteract shame or fear when making contact.

Video counselling

Video counselling creates a setting similar to a face-to-face conversation. Despite the distance, the conversation is structured and professionally facilitated by our counsellors, with clear agreements on appointments, duration and goals of the sessions. Video counselling is a valuable alternative to outreach work because it makes it possible to respond flexibly, effectively and at the same time personally to the needs of those seeking advice. With the consideration of data protection measures and communication techniques (adapted for the digital space), it offers effective and trusting access to target groups that are difficult to reach in person.

The challenges of the implementation phase

In view of the (currently only very) modest growth in the digital prevention landscape and the desire for its diversity to be as pronounced and effective online and in real time as it is offline, our experience in setting up online counselling serves as a guide.

Reaching radicalised individuals through online counselling is a challenge. We know that radicalised individuals rarely find their way to these services on their own. The initial focus is therefore on individuals willing to disengage from right-wing extremism and religiously motivated extremism, because here a need or intrinsic motivation is assumed. We suppose that these people are actively seeking help and support and are more likely to use online counselling. It remains crucial to offer a trustworthy and accessible platform that meets the needs of the target group. Another focus is on addressing relatives or people from the social environment who are concerned and want to use online counselling to obtain information or support.

The implementation phase took about nine months. Very different skills were required (e.g. technical, graphic, pedagogical, legal and marketing skills). Decision-making processes also took a long time because several departments had to be coordinated. The involvement of external expertise was costly, but important to create a technical environment that is both privacy-compliant and inspires trust by being graphically linked to the CI of Violence Prevention Network (and its reputation).

But what should the content design of the platforms look like? Which wording is effective? Disengagement? Distancing? It quickly became clear that suitable vocabulary is missing, esp. in the phenomenon of religiously motivated extremism. The misleading concept of people having to ‘leave their religion’ must be avoided at all costs, especially when the information content on the advice platform is pointed, to avoid text heaviness and emphasise a call to action. Experiences from exit work in right-wing extremism are of little help here. The approach is different, even if the recourse to certain methods is comparable. Flexibility is important in this context in order to modify definitions or to change designs and approaches in the event that access, or request numbers stagnate.

An important compass for the findability of the counselling service are advertisements in social media, the design and coverage of which often require previous experience. Nevertheless, they are essential for the service to be found and used. Here, too, creativity is required in terms of wording and design – both should be adapted to the specific platform. The views are relevant, which can be based on current trends depending on the platform, to match the users‘ consumption habits and thus become more relevant. The view rate should be checked regularly; even small content adjustments can result in significant developments in the number of views. Furthermore, it is recommended that the online counselling service be placed prominently on the counselling centre, project or agency website.

To boost the popularity of online advice centres, it is promising to be available outside of standard opening hours. By way of comparison, our nationwide telephone hotline is often used in the evenings between 8 and 10 p.m. and on weekends, when people find time after work and care work. This requires a flexibilisation of working time models on the advice centre’s side.

Practitioners must also be involved in the implementation of the online counselling service. The content and design modifications are based on their experiences. Counselling formats, accessibility and issues of anonymity and accountability can be discussed together from the outset and adapted according to the wishes expressed. “Each provider should also develop a security concept that focuses on the organisation and protection of the team and defines an approach for dealing with verbal attacks online, e.g.“[3] (BAG RelEx 2023, p. 38). Possible gaps in further training or qualification should be closed by the start of the online counselling.

Questions about counselling practice in the digital sphere can also play a role. The introduction and use of additional media and methods can arouse curiosity and cause uncertainty because it requires the adaptation of one’s own tools and approaches. The two co-heads of the department, Elisabeth Hell (right-wing extremism) and Feride Aktaş (religiously motivated extremism), were asked about this and they categorise the opportunities and challenges of online counselling as follows:

What opportunities do you associate with online counselling?

Elisabeth Hell: ‘Online counselling is an opportunity to keep pace with current social developments, namely the advance of digitalisation. In the future, more and more offers of help will be available online, and deradicalisation and exit work should not be left out. Especially because radicalisation takes place online. It makes sense that prevention services should also be provided online. For counsellors, it is an opportunity to expand their own counselling services in terms of access and counselling methods. It is also an occasion to change and expand one’s own counselling practice to learn something new.

I also believe that online counselling is more accessible for many people. People seeking advice can get advice in a place where they feel safe and comfortable, in their so-called comfort zone. This makes it easier to access, especially for advice on sensitive topics such as ours, as well as for people who are socially withdrawn or are not familiar with any advice settings. We also hope to reach women better through the online offering. So far, the offers of exit work have hardly been used by women.’

Feride Aktaş: ‘Online counselling can provide a low-threshold counselling service. People seeking advice can more easily overcome inhibitions that arise when seeking advice by telephone or offline. The hurdle of seeking virtual advice (to begin with) is lower than going to a counselling centre. For example, online counselling can serve well as a first point of contact. There is no need to travel to the advice centre – especially in large, sparsely populated areas, this can be particularly useful for people with poor public transport connections. In addition, there are no travel costs – so even people on a low income can access advice.

There are also advantages for the counsellors. In terms of scheduling, online counselling is sometimes easier to manage because only appointment slots that fit into the counsellor’s working day can be set up and offered. This makes it easier to plan and structure working hours. Long telephone discussions to find a suitable appointment are no longer necessary. Those seeking advice can access the calendar directly, see available times and select them. Counsellors have less organisational work to do – this saves the counsellors‘ already limited resources.’

What challenges do you see for your day-to-day work/for your profession/for you as a counsellor?

Feride Aktaş: ‘Online counselling means change for counselling practice. For this to succeed, some counsellors may need to be trained and learn new counselling methods or approaches to be able to provide successful counselling in a virtual space, since the setting is different.

Depending on how anonymous the online counselling is designed to be (with or without a picture, stating a name – both on the part of the counsellor and on the part of the person seeking advice), online counselling can also be ‘abused’ (e.g. by misrepresenting facts). It is therefore crucial to prepare counsellors well and, if necessary, to provide them with additional training, e.g. on how to deal with harassment, how to protect themselves, or how to set boundaries – comparable to the training that some organisations require for volunteer telephone counsellors before they can start working in the field. It is important not to put counsellors in danger or in psychologically stressful situations and to create the necessary support systems and offers in the organisation. The main difference to offline counselling here is the unpredictability on the part of those seeking advice (depending on the degree of anonymity).

Another challenge could be that working hours, which are already very flexible in offline counselling, may have to be made even more flexible. It is also possible that people seeking advice may spontaneously cancel (or not show up for an appointment without notifying the counsellor), as virtual appointments may be cancelled more quickly than in-person appointments. Important: The time slots offered must fit with the times when those seeking advice need it (including evenings and weekends if necessary). Otherwise, it may not be possible to reach the target groups to the full extent. Here, counsellors need to be willing to be available at ‘unconventional working hours’ as well. If necessary, this should also be reflected in the financing of projects. Working hours late at night or at the weekend, as well as on-call duty (especially with the chat function), would have to be better remunerated to make the work more attractive.

Not every counsellor is comfortable with online communication. Online counselling can be very impersonal, especially at the beginning, and depending on the degree of anonymity, which can make the work involved in building and maintaining relationships more difficult. Building trust in a virtual space may require practice and new methods. It could also be more difficult for counsellors to ‘read’ the person seeking advice well during a virtual counselling session, since, for example, non-verbal communication (facial expressions, gestures, the client’s behaviour in the room, etc.) is not or only partially perceptible. This presents counsellors with challenges similar to those in telephone counselling or pastoral care and requires specific further training.’

Elisabeth Hell: ‘Counselling practice will (have to) change in some ways. And that means a change for counsellors. The dissolution of location-based counselling leads to changes, city and state borders no longer play a role. Online settings could thus become (even) less binding. The possibility of more anonymity brings with it both opportunities and risks and challenges counsellors in their previous perception of closeness and distance. In addition, there is a dependency on technology, its provision on the internet and the availability of the appropriate devices.’

What type of client is likely to take advantage of online counselling and who are we unlikely to reach?

Elisabeth Hell: ‘I think we will reach people who are online more than offline anyway. Especially young people/teens who are sometimes still unsure or inexperienced in seeking out counselling centres. It is also hoped that we can reach ‘leaders of the scene’ who, before, have been afraid to go to a counselling centre offline or even just call.

It’s hard to say who we won’t reach. People who are not motivated to change, possibly. The online setting is even more dependent on voluntariness than the counselling contexts in which we have been working so far, and in which clients are referred by third parties.’

Feride Aktaş: ‘Anyone who has their own motivation or need and is tech-savvy, as well as wants this kind of counselling setting, can take advantage of the offer. The service may also reach people who are initially unsure whether ‘counselling’ is an option for them – but who at least have the curiosity and openness to give it a chance and book a free, easily arranged appointment. We will not reach people who do not show their own motivation through online counselling. Unlike in a face-to-face setting, where outreach work, possibly with the support of the environment, can be used to establish initial contact, this is probably more difficult to achieve in a virtual context.

Older relatives who have no affinity for technology will probably not be able to use the service without further support. In general, it can be assumed that online counselling is more likely to reach younger target groups, as they are more tech-savvy and for teenagers and young adults there is often a less strict separation between online and offline spaces, or virtual space is an integral part of their daily lives. Using this to provide prevention work could therefore lead to better target group outreach, esp. for younger people. People living in more rural areas could also make more use of the service if there is no local advice centre for them.

Those responsible for the project need to think in advance about how to deal with people who mistakenly access the online counselling service. In other words, actors in extremist scenes who misuse the service, for example to intimidate counsellors.’

Future prospects for digital disengagement assistance

Extremist groups use the internet in a targeted way to spread their ideologies and to recruit new members, particularly young people. Online platforms and social media provide these groups with the ideal infrastructure for spreading their messages quickly and far and wide. The need for extremism prevention in the digital space has therefore become increasingly pressing in recent years. This also includes online counselling services, the expansion and strengthening of which must be an essential part of extremism prevention. Through comprehensive and well-networked digital disengagement counselling, we can help people who are seeking support online.

The future of online counselling in disengagement assistance depends on various factors, including technological development, the availability of resources and the continuous evaluation and further development of the services offered. It is to be expected that the use of digital counselling formats will become more established, especially among younger target groups who are familiar with digital media. In doing so, it is important not to lose sight of ethical standards and quality criteria for counselling and to continuously work on improving effectiveness and accessibility.

Overall, it has been shown that online counselling can be a promising tool in disengagement assistance to reach and offer support to target groups that are difficult to access (including women or people from rural areas). The effectiveness of these measures can be further increased through a targeted and reflective design of the services offered, as well as through close cooperation with other actors in the field of extremism prevention.

The author:

Franziska Kreller is a sociologist (M.A.) and was responsible for the Kompetenznetzwerk „Islamistischer Extremismus“ (KN:IX) at Violence Prevention Network. She is involved in leading the Prison and Probation Service Working Group, the networking centre for civil society organisations in the context of extremism prevention and disengagement counselling in and after imprisonment. As head of the department Violence Prevention Network Digital, she also implements new digital ideas for preventing radicalisation and providing advice.

[1] Deutschsprachige Gesellschaft für psychosoziale Online-Beratung, https://dg-onlineberatung.de/definition-ob/, last accessed on 15.05.2024

[2] For example, interaction-oriented writing (according to Angelika Storrer, TU Dortmund, 2018). Interaction-oriented writing aims above all to lower the inhibition threshold on the part of the client and to conduct a written conversation that is as open as possible. See also: Online: Guidance and support in educational practice. Methodological subjects of the competence network „Islamistischer Extremismus“, https://kn-ix.de/wp-content/uploads/2020/12/KNIX-Methodenf%C3%A4cher-DRUCK.pdf, last accessed on 17 May 2024

[3] Bundesarbeitsgemeinschaft religiös begründeter Extremismus, Rahmenbedingungen und Standards für gelingende Onlineprävention, https://www.bag-relex.de/wp-content/uploads/2023/10/BAG-RelEx_Ligante_Standards_Onlinepraev.pdf, last viewed on 21 May 2024.

This article has been published first in: Interventionen – Ausgabe 18, 2024