Inclusive e-Support – J. Hotton, M. Schooneveldt
Box Hill Institute 
Centre for Student Support Services 
DEST Flexible Learning Frameworks 

E- Support for Students: an inclusive approach

E-Counselling
text based counselling
delayed time: 
counselling via email and messaging systems
real time: 
Instant Messaging/Chat

Supporting students in a large training organisation
counselling
diversity of students
multi-disciplinary team approach
multi campus institute
overseas campuses
strategic approach

History
Prior staff interest
KidsHelpline www.kidshelp.com.au 
Approaches from staff and students
Internship – 
online training 
with IT staff

Development
Diagram illustrating process:
1.	Software
2.	Web Interface
3.	Ethics
4.	Training 
5.	Trial

Target Groups
youth
international
off campus
apprentices
disabilities such anxiety disorders or hearing impairment
out of hours
Screenshots of Box Hill Institute e-counselling website

Advantages and Disadvantages
Disadvantages
not suitable for high risk situations
takes longer
potential for misunderstandings
precautions can outweigh useability
missing sensory cues
benefit of turning up
Advantages
portal for F2F or telephone help
age group preference
preference of text over spoken English
anonymity and perceived safety
after hours
remote locations
F2F improvements

Future Directions
sms
im
disseminate
evaluate
video conference

Box Hill Institute of TAFE
h.errey@bhtafe.edu.au
j.hotton@bhtafe.edu.au 

E-Counselling@http://studentweb.bhtafe.edu.au