Online chat proves popular
Kiwis can now chat online to CareerPoint advisors via the Career Services website www.careers.govt.nz. The online service, which is free, is the first of its type in the country.
CareerPoint manager Bernie Burrell says the number of online chat users has steadily increased since the service was introduced last November.
She says CareerPoint's online chat service has helped overcome a traditional barrier to people seeking advice. "Some people may be reluctant to use the phone. There's a natural hesitancy, especially amongst younger people, about ringing up a stranger.
Using a computer is a far more private interaction, so online chat is helping to overcome some of these traditional barriers to people using our services."
Website co-ordinator Paul Giles says the internet is increasingly becoming a preferred means of communication for many people, especially younger New Zealanders. "Online chat is non-threatening, it is easy to use and it is another avenue for reaching people who might not otherwise use our services," he says.
One feature of the technology is the ability of the CareerPoint online chat advisor to send relevant web pages about careers, courses or providers to the client's computer while they are chatting online.
"Pushing web pages through to people makes gathering information a lot easier for them, especially for people who are unfamiliar with the types of information that are available on the Internet and where to find it. The web page automatically opens on the chatter's screen allowing them to read it and ask any further questions they might have," says Paul.
"Pointing people in the right direction immediately is a big time-saver. People can log on and chat with us for a few minutes and then be sent to the relevant websites to get more information. The technology used is also quick, meaning the interaction is similar to having a verbal conversation, only using text," he says.
For some clients, such as people with a hearing disability, the advent of online chat has been a real breakthrough. Feedback from the Deaf Association of New Zealand about the service has been very positive, says Paul.
CareerPoint online chat supervisor Lio Hunt says working online is a lot like communicating by e-mail except that it is a more interactive experience.
"With online chat you get instant communication. It helps to overcome a lot of natural fears.
For example, some people might not ask a question because they think it is stupid, but putting that question non-verbally takes fear away. Online chat definitely has some advantages the phone doesn't offer.
"It is quite a precise skill being an online advisor, but a lot of the questions are similar to our other work. People are questioning whether they have the ability or potential to do something."
Lio says the CareerPoint advisors work well as a team, reflecting each day on the types of enquiries they have received and how they have responded.
Adds Bernie Burrell, "a lot of our work is about clarifying people's career needs and narrowing down the best options for them. It's about helping people to make informed tertiary study and career decisions.
"We also ensure that users can talk to people with whom they feel comfortable and can build a rapport. For instance, Māori and Pacific Islands clients can chat online with Māori and Pacific advisors."
Bernie says there are lots of places the public can go to access the service if they don't own a computer.
"Most libraries and community centres have computers the public can use and people can also drop into any of our CareerCentres to log on."
CareerPoint advisors are online, and also available on 0800 222 733, Monday to Friday 9am to 9pm, and Saturday 10am to 2pm.
Disclaimer
The views in this publication are not necessarily those of Career Services or its board. They have been published in the interests of encouraging understanding and debate on career related issues.
