Mobile Messaging News: Mobile Trends, Truth in Texting, Teen Customer Service Text Messaging

 

BRDSNBZ NORTH CAROLINA TEXT LINE FOR TEENS

Shift NC powers a wonderful “warm line” for teens and young adults via text messaging. From their website:

“The BrdsNBz North Carolina Text Line provides confidential, factually accurate answers to sexual health questions via text message. A young person simply texts a question, and a trained health educator responds within 24 hours.”

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OMG! Texting ups truthfulness, new study suggests

Study shows that people are more honest when they reply through text rather than answering a phone call. Researchers found that people who are less tensed tend to say the truth in texting because they are not in time-pressured situation which is most likely observed in phone interviews.

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How new technology is helping deliver sexual health services

Technology is seemingly becoming the new way of young generation in communicating with its peers. Mobile applications and other social networks allow teenagers to get results in a jiffy. As a result of this innovations, sex education can further be propagated to young people  conveniently by providing them advice and factual information.

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Text Messaging Helping to Keep People Healthy

Text Messaging proves to be an effective medium of delivering health service to a larger percentage of people. A good example is a successful vaccination program to those children whose parents earn a relatively small income.

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Texting Has Health Benefits (Take That Mom and Dad)

There are several advantages people can get through text messaging. A simple text of encouragement can help patients suffering from depression feel better about themselves. Texting provides information for pregnant women about better prenatal care. And also, it allows patients who were admitted for high level of alcohol to receive advice through text message on how to limit their drinking habit.

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Texting Dominates As Teens And Young Adults Make Fewer Phone Calls

Teens and Young Adults are now more into Texting than Calling. Study shows that the trend in younger generations nowadays is visiting social networking via their mobile and using more of their fingers in texting messages rather than just mere holding it for voice calls.

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Teen Stores Try Texts as Gr8 Nu Way to Reach Out

Texting has become the gateway of retailers in advertising their products to younger generation effectively. Marketing their items to young customers by mobile texting of pictures and video can increase their chances of getting known quickly.

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Tech trends: Mobile changes everything

Hotel establishments are in demand of mobile devices in increasing their guest attendance. Mobile technology can help promote innovations in amenities and services a hotel has to offer. It enables guest to engage in any applications the hotel provides in their own convenience.

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Reports: Mobile trends in travel technology

According to study, 58% of American consumers aging from 12- 64 have their own smartphone device which translate that they are becoming more mobile. This can pave way for travel technology to increase its sales and maybe sooner or later consumers will be booking travel via mobile as well.

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5 Text Messaging Tactics Restaurant Owners Can Use To Attract Customers

Restaurant found a new way in attracting customers through Text Messaging. The current way of enticing people to visit once restaurant is via text message marketing. There are 5 tips of doing it: text subscribers before meals to provide them options before dining, advertise specials online, surprise rewards to customers like free appetizers, instantly-redeemable coupons and lastly interact with subscribers to know their feedback about the food, service and ambience of the restaurant.

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5 Things to Consider When Looking for a Helpline Vendor

Mosio-Helpline-Vendor

When looking for a helpline vendor there are many things to take into consideration. Here are 5 things you should consider when looking for a helpline vendor:

1. When should an organization decide it is best to outsource these services?

BrdsNBz clients have experienced situations when they feel it is best to outsource textline programs. Some of them have come to us with existing programs that are faltering and others recognize they must implement a textline offering as soon as possible if they are going to communicate successfully with adolescents.

For organizations with current programs:

  • Current staff – health educators and marketers – can no longer support an existing service without negatively affecting their time spent on other services the organization offers

For organizations needing to provide a new service:

  • Youth have limited access to services due to geography, demographics, etc.
  • Youth express a need for communication about available services in a particular area
  • Organizational capacity, including a need for a higher level of marketing strategy and planning with experience in youth-based textline services and an inability to implement services based on existing funding
  • Lack of expertise in a wide range of adolescent-related topic-specific areas (sexual health, peer pressure, related topics, health relationships, etc.)

2. What questions should someone interested in a textline service ask potential vendors?

  • How long have you been in business?
  • Is your service a hot line or a warm line? On average, how quickly are incoming questions responded to?
  • Describe the process for ‘conversations’ between teens and your staff.
  • How is your staff trained? What are their credentials?
  • What technology and processes do you use to facilitate a large influx of texts at one time?
  • How are crisis texts handled?
  • Do you make referrals? How is that process established with your client? How are referrals shared with adolescents?
  • What marketing support, if any, do you provide your clients?
  • Is quality improvement a part of the service you provide?
  • What reporting, if any, do you provide? How frequently are reports provided and what information is included in those reports?
  • Is your service validated through research – either primary or secondary?
  • What types of organizations have you worked with? (For example, state health departments, regional adolescent-focused organizations, etc.)
  • How do you support sustainability for your clients?
  • How do you manage the project?
  • How is your service priced?
  • Are there other optional services available? If so, what are those?

3. Text messaging is obviously very popular among young adults. Should helplines be focused on any other channels or is text messaging a great start/add on?

If your outreach to young adults does not include text messaging, then you are missing a large part of your market. Here’s some of the primary research on the topic from The Pew Center.

Pew Center Update on Teens, Smartphones and Texting

Teens and Texting

  • The volume of texting among teens has risen from 50 texts a day in 2009 to 60 texts for the median teen text user. Older teens, boys, and blacks are leading the increase. Texting is the dominant daily mode of communication between teens and all those with whom they communicate.
  • Much of this increase occurred among older teens ages 14-17, who went from a median of 60 texts a day to a median of 100 two years later. Boys of all ages also increased their texting volume from a median of 30 texts daily in 2009 to 50 texts in 2011. Black teens showed an increase of a median of 60 texts per day to 80.
  • Older girls remain the most enthusiastic texters, with a median of 100 texts a day in 2011, compared with 50 for boys the same age.
  • 63% of all teens say they exchange text messages every day with people in their lives. This far surpasses the frequency with which they pick other forms of daily communication, including phone calling by cell phone (39% do that with others every day), face-to-face socializing outside of school (35%), social network site messaging (29%), instant messaging (22%), talking on landlines (19%) and emailing (6%).

Teens and Phone Calls

  • The frequency of teens’ phone chatter with friends – on cell phones and landlines – has fallen. But the heaviest texters are also the heaviest talkers with their friends.
  • Teens’ phone conversations with friends are slipping in frequency.
  • 14% of all teens say they talk daily with friends on a landline, down from 30% who said so in 2009. Nearly a third (31%) of teens say they never talk on a landline with friends (or report that they cannot do so).
  • 26% of all teens (including those with and without cell phones) say they talk daily with friends on their cell phone, down from 38% of teens in 2009.
  • About one in four teens report owning a smartphone.
  • Three quarters of teens – 77% – have cell phones.

4.     What advice can you share for an organization looking to get started?

  • Focus on sustainability from the beginning
  • Identify appropriate marketing funding to reach your target population and support organizational capacity for marketing
  • Set marketing benchmarks and monitor frequently against those benchmarks
  • Engage community partners such as schools and other youth-based organizations
  • Involve youth as peer mentors or leaders
  • Find a vendor who has significant experience and can share best practices from other implementations across the country

5.     How long does it typically take to get a program up and running?

BrdsNBz has implemented a new program from pre-launch to soft launch in as little as six weeks.  If a client needs a service implemented sooner, we will work with them to meet their specific deadlines, if at all possible.  A typical BrdsNBz implementation timeframe would be eight – ten weeks.

 

APPCNC and OneSeventeen Media Public-Private Partnership

Over the past five years, our public-private partnership has been a model for how for-profits and nonprofits can create sustainability.  APPCNC’s BrdsNBz text messaging service launched in North Carolina in early 2009 to national accolades within a few short months. By taking BrdsNBz and “franchising” it across the country, we have validated our belief that BrdsNBz’s award winning success with this kind of collaboration produces on-going positive returns.

 

About The Authors

 

Beth Carls, Co-founder, CEO, OneSeventeen Media – Beth began her career as a healthcare marketer with Hospital Corporation of America (HCA). In 1990 she decided to take her first entrepreneurial plunge by co-founding a marketing design firm, 7 Seventeen Group, with business partner Amy Looper.  From 1996-1999, Beth helped found and grow a private Internet professional services firm – the fastest growing private company in Houston. In 1999, they IPO’d with a $158M valuation and over 1200 employees.  Beth wanted to work as a social venture entrepreneur, so she and Looper teamed up once again and in 2000, Beth took the helm and served as CEO, Chairman of the Board and Co-Founder of a company that produced online interactive tools to help almost 500 schools and over 400,000 kids stay in school and develop their character skills. Her latest venture, OneSeventeen Media, is passionate about helping teens + tweens thrive through social networking. In her spare time over the past 14 years, Beth teaches online graduate and undergraduate courses in Marketing and Public Relations at The University of Phoenix.  She earned her B.B.A. in Marketing from Sam Houston State and her M.B.A. in Marketing and Management from Abilene Christian University.

 

Kennon Jackson, Jr., MA, BrdsNBz National Director, APPCNC – Kennon has over 17 years of experience working in outcome-focused program management – specifically in areas of child- and family-health services.  He has had both personal and professional opportunities to serve youth with several umbrella-style non-profits at the state level – like APPCNC.   These experiences have given him the opportunity to provide training and technical assistance in evaluation capacity building, strategic planning, and program management for many non-profit agencies and other professionals in this area during his career.  Kennon has substantial work experience with federal entities as well – serving as a Project Coordinator and an Evaluation Officer for the Substance Abuse and Mental Health Services Administration [SAMHSA] and the United States Department of State, respectively.  He had the pleasure to work with some of the country’s leading experts in adolescent health at the Johns Hopkins School of Public Health – Center for Adolescent Health.  In his volunteer time for his local community, Kennon serves as Board Chair for Communities in Schools (CIS) of Cumberland County, Board Development Committee for Planned Parenthood of Central North Carolina (PPCNC), and volunteers with the Cape Fear Regional Theater.  Kennon earned his B.S. in Biology from Davidson College and an M.A. in Public Policy from the Duke University Graduate School.

 

Texting Can Save Lives by Preventing Youth Suicide

texting-girl

With frequent headlines condemning texting due to everything from poor grammar to car accidents caused by texting while driving, texting may seem more like a curse than a blessing. If used where teens and young adults can most use the help, however, texting could actually save lives.

Youth Suicide is a Serious Concern

Suicide is the 3rd leading cause of death for youth ages 10-24, according to the CDC, resulting in the loss of about 4,600 young lives every year. Even more at risk are LGBT youth, who are 4 times more likely to attempt suicide than their straight peers due to bullying, harassment, abuse, and other victimization.

Youth Choose to Communicate by Text

The Pew Research Center reports that over 3 in 4 teens ages 12-17 have a cellphone and a sizable portion (25% ) access the internet mostly from their phone. This is especially important when considering that 71% of teens say the home computer they use most often is shared with other family members, offering them little privacy.

A whopping 75% of all teens text, as another Pew study found, with older teens (ages 14-17) texting a median of 100 texts a day. Furthermore, only 14% use a landline to talk with friends.

Texting for Suicide Prevention

In recent years, instant messaging as a method of suicide prevention has taken root in an attempt to each more people who may be more comfortable with communication over the internet rather than over the phone. While hotlines and instant messaging are admirable efforts, they may be missing the mark on helping this critical age group.

In northeastern Minnesota, several nonprofits and agencies have already had success with TXT4LIFE, the text-message option as part of their crisis hotline system. The text option is more popular, logging as much as 33 times as many text sessions as phone calls. In 2012 alone, TXT4LIFE aided 1,985 youth seeking help.

Given that youth are especially susceptible to suicide and avid users of text messaging, using text messaging as a suicide prevention tool is not only a possibility but a necessity.

This article presented by Mosio Two Way Text Messaging Software

 

Text Messaging News: Texting service for expecting moms, Digital Way to Share STD Status Now Available in LAUSD, Service lets kids report bullying via text message

Photo©Reuters

Digital Way to Share STD Status Now Available in LAUSD

A new service has been created to help sexually active people have safe sex. Users of the service will be able to share with one another their own status in regards to sexually transmitted diseases straight from their mobile with the tap of a button. This service has been mainly targeted at young people who may not yet understand the importance of having safe sex. By using smartphones to share this information with one another, young people will feel right at home.

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Service lets kids report bullying via text message

Bullying is never a nice thing to experience, and many helplines out there are available to help those in need of help. A new service will allow children to quietly report to school officials if they are being bullied or if they’ve witnessed bullying themselves through the use of their own cell phones. Kids will be able to text a number for free to alert teachers about any bullying occurring. We think this is a great step to take as children at school can often feel pressured and too scared to make contact with an adult in person.

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Texting service for expecting moms

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Ozark Center takes counseling via texting community wide

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Mobile phones revolutionise youth creativity

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Text Messaging Newsbyte: Treating Asthma With Text Messages And Autism With Social Media, Mobile App Helps in Weight Loss Program, Using Mobile Phone Technology to Ensure Fair Voting in the Middle East

Treating Asthma With Text Messages And Autism With Social Media

By using a simple text reminder, asthma sufferers are reminded to take care of their condition and take any medicine if they need it. This little reminder also makes sure that anybody with asthma isn’t left without their inhaler. Social media is also being used to help those with autism by slowly integrating them into social environments through controlled social websites like groupMe. This is proving to be very handy for those with types of autism like Asperger’s syndrome that limits a persons wants or needs to involved socially.

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Text messages and peer mentoring help the college transition

By allowing students to contact each other for help through text messaging, peers can mentor other students on how to keep up with the transition to college. Text messaging is usually a private ordeal so it allows students to talk to people who they may feel uncomfortable talking to in person when on college grounds and this gives space for students to discuss issues with peer mentors and then hopefully feel more comfortable with living in the environment they study in.

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County to expand texting program for mothers

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Mobile App Helps in Weight Loss Program

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Using Mobile Phone Technology to Ensure Fair Voting in the Middle East

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8 Interesting Stats from IDC and Facebook’s “Always Connected” Report

IDC and Facebook’s New Research Report “Always Connected: How Smartphones and Social Keep Us Engaged” is filled with good info-nuggets. We encourage you to read the 25 page report, but for those on the move, we’ve boiled it down for you. No pretty pictures or graphics below, but there are definitely some on the report, so check it out!

  • 25% of people surveyed cannot recall the last time their phone was not close them.
  • Today, half of the total US population uses smartphones.
  • In 2013, U.S. Smartphone Users is projected to be 181.4 Million which is 57.3% of the population.
  • Within the first 15 minutes of waking up, 4 out of 5 smartphone owners are checking their phones.
  • 79% of respondents have their phone on or near them for all but up to 2 hours of their waking day.
  • 49% of respondents feel connected when using text/message application on their Smartphones.
  • From Monday to Sunday, 84% of respondent’s time is spent on phone communicating via text, email, social vs. only 16% on phone calls.
  • Men are 75% more likely than women to seek out application on Facebook using their Smartphones.

We took a vote over here and it was closer 75% of us that could not recall the last time our phone was close by. I suppose we have “I need it for work” as an excuse, but still. 🙂

Text Messaging News: Text messages help cholera fight in Mozambique, Cutting costs and saving lives, Digital Coping Tools

Text messages help cholera fight in Mozambique

Resource guide points cancer patients to digital coping tools

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Text messages help cholera fight in Mozambique

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Ipswich Hospital saves £1m through appointment reminder system

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Text alerts: Cutting costs, and saving lives

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Teens send text messages to get questions about sex answered

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Text Messaging News: Cell phone to manage diabetes, Texting program to help those with prostate cancer, Text Fest for Awareness

Dawn Boylan of Bell Aliant holds a smartphone Wednesday with a text inviting people to take part in a chance to break the Guinness World Record for most people texting for mental health. (INGRID BULMER / Staff)

Texting for health: Using your cell phone to manage diabetes

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New text messaging program to help those with prostate cancer

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Text fest aims to break record for awareness

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MetroHealth Medical Center to start texting appointment reminders this spring

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New tech tools aim to bring health care home

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Text Messaging News: Rwanda’s Health Care Success Story, Text Messages More Helpful Than In-Person Provider Visit, AN EFFECTIVE HIV PREVENTION INTERVENTION

Men texting

New Smartphone App And Mobile Website Help FirstEnergy Utility Customers Stay Connected

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Rwanda’s Health Care Success Story

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Report: Patients Say Text Messages More Helpful Than In-Person Provider Visit

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Health Notes: Text service for suicide prevention sees heavy use

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TEXT MESSAGING AS AN EFFECTIVE HIV PREVENTION INTERVENTION FOR METHAMPHETAMINE-USING MSM

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Texting News: Texting preferences for mHealth, Text Messaging to Improve Teen Health, Payments by text message service

Texting preferences for mHealth are just another thing teenagers are picky about

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Text Messaging to Improve Teen Health

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New text message based customer loyalty reward program

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Payments by text message service to launch in UK in spring 2014

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Customer’s text message stops robbery attempt

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Text Messaging News Update: Texting Could Help Spread the Word on Teen Health, Customize Customer Service, Success of Text Message Diabetes Intervention

Texting Could Help Spread the Word on Teen Health

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Miami Children’s Hospital Receives Award for Its Web-based Marketing of Texting Services

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How Mobile Apps Can Customize Customer Service

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There’s A Simple Way For Stores To Insantly Improve Customer Service

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WSU researcher to evaluate success of text message diabetes intervention

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Text Messaging News: Teen Sends Mind-Blowing Number Of Text Messages, SMS Smoking Cessation, Power Texting

Teen Sends Mind-Blowing Number Of Text Messages, Dad Shares Photo With The Internet

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SMS still stands up to trend towards social messaging

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Innovative practices could extend the reach of immunisation campaigns

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Evidence builds for SMS smoking cessation

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Study Will Examine Power Texting

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Anti Bullying Text Messaging Service | Nancy Lublin: Texting that saves lives [VIDEO]

Anti Bullying Text Messaging – Software and Service

Bullying continues to be a huge problem in and out of schools. The most recent news of Karen Klein (the school bus monitor who was bullied by a few middle schoolers in Greece, NY) has brought even more needed attention to the issue. The outpouring of support she continues to receive shows that nearly everyone has a personal story or association with it.

Techno Justice

If Karen’s bullying hadn’t been caught on a mobile phone, a completely different story would be told. One of “she said, they said” and “kids will be kids”, but technology in this case didn’t only save the day. It shed a global light on how cruel bullies can be. Mosio currently powers text messaging software and solutions for anti-bullying services and the product team is currently working on building out our platform to include the newest mobile technologies to help those who are bullied get the assistance they need to put an end to it. That said, text messaging is absolutely the best channel on mobile devices to help kids, teens and young adults report instances of bullying and get the best support.

There’s a great TED Talk from Nancy Lublin below that talks about the power of text messaging and how it saves lives. In her talk she gives several different examples of how her organization helps thousands of young people every year, bullying being one of them. If you have a few minutes, definitely watch the video and if you are looking for a text messaging solution for anti bullying, please let us know. We’re happy to help and will put together a quick quote for service for your school or organization.

Text Messaging for Help Line Service Providers – Health Education and Public Assistance Call Centers

Text Messaging is a Great Way to Help Those In Need

The growing usefulness of text messaging as a communication tool originally stemmed from wanting to keep in touch with friends and family. It has quickly grown to a way of interacting with businesses through mobile marketing, voting on tv shows like American Idol and more recently as a two-way method of communicating with organizations offering assistance and help.

We’re seeing it used by organizations who want to provide health advice and sex education services to teens and young adults, as a way of preventing those in desperate times who are contemplating hurting themselves or who are simply distressed by uncontrollable happenings in their surroundings, like the oil spill or natural disasters.

The three main benefits of offering text messaging as a help line service are:

1) The ability to be able to receive and reply to text messages anonymously.
Not all text messaging software providers have this option, so ask first.

2) Text messaging is more teen and young adult-friendly than phone calls or email.
A Pew study found that 63% of all teens say they exchange text messages every day with people in their lives, including their parents. Also, nearly half of all teens send and receive text messages with friends daily. 39% of teens never exchange e-mail.

3) Efficient information exchanges.
Responders can be assisting multiple people at once and also have the ability to send back specific information via text message that doesn’t need to be written down. For those with smart phones, a link to more information and data can be sent quickly, making the experience seamless.

One of our text messaging for helplines clients is the TALKWITHUS campaign. Here are some promotional pieces for those, including one from the Surgeon General.

Talk With Us Helpline – Oil Spill Radio Spot

Expert Q&A: Text Messaging for Teen and Young Adult Health Services (Stephanie Kline and Alice Bacon, Scarleteen)

According to a new report by Nielsen Company, US teenagers have been cited as the fastest growing audience enamored of mobile content. While that might not seem like a huge surprise to many reading this, a popular reason we get calls from helplines and hotlines about integrating text messaging into their services is decreasing phone call volume. Scarleteen is one of the most popular teen and young adult services online, so we asked Stephanie Kline and Alice Bacon to answer a few questions for us regarding mobile technology and text messaging as it relates to teen and young adult health services.

* Hi Stephanie and Alice, thanks so much for your time. Tell us a little bit about yourselves and what you do.

Scarleteen is an online comprehensive sexuality education resource for teens and young adults. Like many of the others that work with Scarleteen, we are volunteers at the site. Between the two of us, we work the text-in service, answer questions at the boards, answer questions in the Sexpert Advice column, and have written articles. Alice also works outreach at a local teen shelter.

* How do you see text messaging helping teens and young adults learn about health and sex education?

Text messaging can be especially helpful for teens and young adults because it reaches them at their level. This generation is more mobile than in the past, reaching them individually on their cells is a good way to keep their attention and also keep them in proximity to important info. It also means a way of finding answers to questions quickly, and knowing it’s from a source they trust rather than just trusting what they might have heard somewhere.

In general, other places embracing text as a way of outreach can be helpful in its own, as it allows us to reach generations in ways that they feel more comfortable communicating.

* What got you started in texting (personally)?

Alice: What got me started in text personally…. I was finding that with a busy life I didn’t have a lot of time for answering in depth questions on the boards, so when we started doing text I saw it as an opportunity to scatter my Scarleteen work into small portions throughout the day and night.

Stephanie: Actually, I was a little reluctant, as I didn’t do much texting myself. But I had some time free when they were offering the webinar, so I figured I might as well get trained in case text was ever short handed. But I also found it fit better into my always hectic schedule – so now I love working that area.

* How have mobile phones and texting changed how your organization offers support?

Text messaging can offer real-time support where a teen or young adult may otherwise not have a way to get that. It’s especially handy for a teen or young adult who is out in the world, away from their computer, and needs advice or guidance regarding purchasing a pregnancy test, obtaining emergency contraception, reporting or getting services regarding a rape, etc.
* Advice you’d give to organizations considering implementing text messaging or mobile technologies?

Offering a text service can be really helpful, and it’s really pretty simple. As you go along, you’ll see what questions tend to come often, and what responses you give more than others. Setting up template answers saves a lot of time, and having an idea of what boundaries you’ll expect from users ahead of time helps things run smoothly.

* What kind of mobile phone do you have? If you are able to download apps to it, which is your favorite?

Alice: I have a Blackberry Curve, and my favorite two applications are Pandora Radio and Yelp.

Stephanie: I have a Sony Ericsson MP3 phone, so no apps but love the music.

* About the Experts:

Alice: I am a hard working single mom of a wonderful 4 year old boy named Nolan. I reside in the Seattle area where I am a full-time college student and a part-time worker of many assorted jobs. I have an intense passion for sexual health, domestic violence prevention and supporting pregnant and parenting teens. I also love reading, writing for fun, baking, blowing bubbles and hanging out with close friends.

Stephanie: I’ve spent most of my time for years working with children and adults with special needs. After 4 1/2 years of hard work and studying, I graduated with a degree in Elementary Education and Special Education. Now I teach for an alternative education school. It’s a wonderful challenge. I continue my work with Scarleteen and sexual education, as I remember what my sex ed classes were like and hope for much better for the students going through those courses today. When not in my classroom I’m usually found with friends and family, continuing writing, reading, exploring and traveling.

Scarleteen: Sex Education for the Real World

Donate to Scarleteen: help more teens and young adults