Frequently asked questions

• What is counselling?
• What is online counselling?
• How does it differ from face-to-face counselling?
• What are the advantages?
• What are the disadvantages?
• What should I do if I can't get online during online counselling?
• What if my counsellor hasn't replied to me within the contracted time?
• How do I set up a Hotmail account and/or MSN Messenger?
• What happens if I have a breakdown in my computer system?

What is counselling ?

Counselling means talking with an impartial listener, someone who will help you deal with your feelings in a healthy way. In a safe and supportive setting you can rest assured that your issues will be kept confidential. Your counsellor is someone whom you can expect to treat you with respect and without judgement.   

You can expect them to be there to encourage you to draw on your own resources and to support you in developing self-acceptance and to make any changes that you want in your life.

What is Internet or Online counselling ?

Online counselling takes place either via email or in a conference room (chat).

You email your counsellor , telling him/her you problems and he/she will reply within an agreed time. This is known as one exchange. You will continue for as long as has been agreed between you.

Using the ‘chat' facility the work is in real-time and you can ‘talk' to your counsellor using a chat facility such as MSN Messenger or AOL's Instant messenger. 

How does it differ from face to face counselling ?

The obvious difference is that you and your counsellor rely on the written word - text. Neither of you can see or hear each others body language. Your counsellor may not be able to see you are angry, so you will need to make this clear in your writing. 

What are the advantages of Online counselling ?

• You can access the system when it suits you. There is no need to go out of the house or office. 

• You can take as much time as you want to form your thoughts on to paper (well screen actually).

• For some people it is less embarrassing and less stressful than face to face counselling.

• You can stay in touch with your counsellor from anywhere in the world.

• You have a permanent record of all your exchanges

What are the disadvantages of Online counselling ?

• You cannot see your counsellor.

• You need 'good enough' keyboard skills.

• You need to feel at ease using the written word.

What should I do if I can't get online ?

Skyways have an emergency telephone number you can call to let your therapist know if you cannot get online to write emails or attend a chat session.  

What if my counsellor hasn't replied to me within the contracted time ?

Send him/her a second email explaining what has happened. Very occasionally emails don't get through. If this doesn't work phone the emergency number. 

How do I set up a Hotmail account and/or MSN Messenger ?

Go to www.msn.com. If you are having difficulties ask your counsellor and he/she will send you an attachment which explains how to do it.

What happens if I have a breakdown in my computer system ?

If you have contracted for a number of sessions and have exchanged phone numbers with your therapist, please get in touch with him/her personally if your computer breaks down. Alternatively you could use the free computers in public libraries to send a brief email to your counsellor.

All of our members have a backup system and will inform you if there is to be a delay in replies. This also applies to holidays and when a therapist has to be away from their computers for a time due to emergencies such as illness.