Journal of Telemedicine and Telecare > Volume 12, Supplement 3 > Pp. 20-22

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The relation between response time and the re-utilization of an email based counselling system

Liam Caffery and Anthony C Smith

Centre for Online Health, University of Queensland, Australia; Centre for Online Health, University of Queensland, Australia
We investigated the relation between the response time of an email-based counselling system and the re-utilization of the service. Activity data from the Kids Help Line (KHL) for a 22 month period were examined. The median response time for subjects who re-used the KHL service (n = 2822) was 140 h (interquartile range, IQR 37-257 h) which was significantly less than for subjects who did not re-use the service (n = 2781, median 183 h, IQR 45–289 h). The re-use rate was highest for a 4 h response time, and decreased as the response time lengthened. Response times less than 32 h did not have a significant difference between the observed and expected re-use rates, whereas response times of 32 h and greater did. The results showed that a greater delay in counsellor response time was associated with a lower re-use rate. Response time is a performance indicator which may be important in the ultimate success or failure of an email based counselling service.

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