Categorizing online help tools1

Online tools/ aplications can be categorized in

1. Passive help

2. Active help

3. Interactive help

Characteristic to passive help tools or applications is that a helpseeker does not

influence the content. You only need a mouse or a finger in case of a smartphone to
go through the information. The threshold for using it is very low and it is not take any
effort.

As a help supplier you need to check your content now and then, and see if it’s still
actual and relevant. Developing passive help tools take a lot of time, because you
have to customize your content to a certain audience. In technical point of view
passive help tools are not complex and there is low risk for safety or privacy.

Different kinds
Static information The goal of information on websites is to
increase the knowledge of the reader.
Advices You get information on how to prevent, deal
with, solve a certain problem.
Frequently asked questions Quenstions that are frequently asked are briefly
(FAQ’s)
answered and joined in a list.

Links Links to different websites or organisations

Characteristic to active online help tools or applications is that the user must do
an effort for example by sending a text message, or by clicking answers in case of a
selftest. As action of the user is needed, we can state that the threshold is a little
higher compared to passive help tools.

1
Bron
Schalken, F. (ea), ‘Handboek online hulpverlening’, Bohn Stafleu Van Loghum, 2010
Active help tools are less generic than those of passive help, the experience of the
user is crucial. Developing active help tools may take a lot of time because it needs
to be highly automatised. Safety and privacy may become an issue, as users often
need to give and leave some personal information and/or need to log in with personal
emailaddress.

Different kinds
Testimonies Personal stories in message or video related to a
certain topic. Offers recognition.
Seftest Online test that gives you insight and and advice
afterwards.

Chatbot Chat bots are computer programs that mimic

conversation with people using artificial intelligence.
Online exercises Exercises that help helpseekers offer insight to their
own situation, mostly this tool is combined with other
help tools.
Serious game A serious game or applied game is a game designed
for a primary purpose other than pure entertainment.
Selfhelp Online (internet) programs that help you with certain
complaints or problems. You do these programs
indepently.

Characteristic to interactive help tools or applications is that users influence each

other mutually. There is communications between users or between user and help
supplier. The treshhold is much higher because a user needs to interact with other
peolple.

Interactive tools ask a serious effort of the help supllier. Every contribution of the user
needs to be evaluated and/or answered, so it is time-consuming. Most interactive
tools or applications are technically complex. Because users most of the time need to
give personal information, safety and privacy issues are very much at stake here.
Different kinds
Online forum/groups Forums/groups allow you to participate in online
conversations.

Email A helpseeker sends an email to an organisation or

help supplier and gets a personal answer to his
mail.
One-on-one-chat Personal chat between a helpseeker and help
supplier
Group chat Tool that lets you talk to several people at once (e.g.
in a group discussion). Group chats can be public or
secret.
Online treatment Mostly a combination of different online tools, goal is
to set up a treatment. You are guided by a help
supplier during your treatment.