Combining telephone and online channels: Experiences of the Dutch STI sex information helpline

Introduction: The Dutch STI Sex Information Helpline has gradually expanded its telephone services to include online services via email and online chat. In addition, a thematic broadening of AIDS and HIV-related support took place, covering almost all Sexual and Reproductive Health and Rights topics. Since 2015, the helpline collaborates closely with public sexual health clinics' nurses to provide online chat-services. Objectives: This article explores similarities and differences among callers, emailers, and chatters, including their background characteristics, reasons for contact, characteristics of the contacts, satisfaction with the service, and channel preferences. Furthermore, it describes how nurses evaluate national cooperation in the online chatservice and the added value they perceive in relation to their work at the public sexual health clinics. Methods: In this mixed method cross-sectional design study registration data of the Helpline of 2018 (N = 17.585) is analysed in combination with analyses of a client satisfaction study among users of all three channels in 2018 (N = 488). In addition, an online evaluation survey was conducted among nurses who participate in the online chat-service in 2022 (N = 35). Results: This study shows that online chat is the most frequently used channel, yet there is substantial demand for email and telephone services. Channel selection depends on the background characteristics of clients, the content of the help request and personal preferences and needs. Users equally rate all channels positively. Nurses assess their participation in the chat-service as an added value to their work in the clinics and endorse the importance of national cooperation. Conclusions: Offering sexual health information services via phone, online chat, and email allows a helpline to serve a diverse public. Despite online chat being the most popular, usage and satisfaction is high across all channels, indicating effective user choice. A mix of channels does not only extends a helpline's reach, it also enhances the accessibility of public sexual health care through its connecting role. Practical implications: While online chat is popular, it also consumes a considerable amount of professionals' time. This requires an efficient strategy for offering the three channels in a coherent manner.