On its front page, the New York Times (2/5, A1, Kaufman, Subscription Publication) reports in a 1,200-word article that crisis hotlines have adopted texting as a means to communicate with callers, particularly with those aged under 20. Hotline centers have found that texting offers privacy. Callers can contact the center when a caller feels threatened by somebody nearby, and staff members can deal with multiple callers at once or “introduce experts into a conversation without transferring or placing a caller on hold.” Conversational records also exist, allowing staff members to refer to discussions that took place earlier if necessary. Organizations such as the National Dating Abuse Helpline and National Human Trafficking Resource Center have already adopted this means of communication.
— “In Texting Era, Crisis Hotlines Put Help at Youths’ Fingertips, “Leslie Kaufman, The New York Times, February 4, 2014.