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However, as with businesses across all sectors, nonprofits are not impervious to shifts in the way people communicate.
In order to “stay relevant,” they have to modernize.“We get people who are talking about what happened to them for the first time, and if it wasn't for an online service like this, they wouldn't have reached out in another way,” said Jennifer Marsh, RAINN’s vice president of victims services.
Which means, with every passing year and new messaging app, the telephone becomes more irrelevant. Meanwhile, telephone conversation is in the midst of a “serious decline.” People (especially Millennials) just don’t call each other like they used to, and this has serious implications for the institutions designed to help them through crises.
The telephone hotline has dominated crisis support for over 40 years, and now the tide is slowly turning.
Earlier this year, RAINN added a Spanish-language service, and between the two, RAINN conducts an average of 113 sessions a day.
RAINN also operates the Department of Defense Safe Helpline services through a contract with the agency’s Sexual Assault Prevention and Response Office (SAPRO) and has partnered with the Peace Corps to provide chat-based support to its volunteers.
More than half are talking about abuse or assault that took place five or more years ago.
Conveying empathy is much more difficult.”Chat-based conversations require more time to build trust and rapport.
As a volunteer for the Rape Abuse Incest National Network, or RAINN, I know first hand about the organization’s efforts to adapt.