Instructions and protocols

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The moderators were supported by a large number of manuals, instructions and protocols. These documents described in detail which part of the chat sessions could last how long, and which formulations the moderator could use in case of violation of the rules of the game.

The components of the chat sessions were to be inspired by the Deep Dialogue movement. They were also based on a protocol for online chats within corporate environments, which had been successfully implemented numerous times in the Netherlands by Up Next.

Greece and the Netherlands
The pilots in the Netherlands and Greece were in almost every way opposite. While in the phone number library Netherlands all the rules of the project were followed to the letter, in Greece all the rules were quickly broken. In the Netherlands it was difficult to find adults who wanted to admit that they had problems, let alone talk about them online. In Greece it was not only less privileged adults who wanted to participate, but also people in better positions.

In the Netherlands, it was often thought that enough agencies and individuals were already involved in online self-help. In Greece, however, the initiative was responded to enthusiastically. Where the pilot in the Netherlands had little effect, the pilot in Greece resulted in more understanding, more acceptance and more courtesy between adults offline.