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En 2013, Tel-jeunes s’est doté d’un nouveau mode d’intervention brève par textopour rejoindre les jeunes âgés de 12 à 17 ans. Ce type d’intervention psychosociale assurépar un intervenant professionnel constituait une première au Québec. Tel-jeunes a engagé unerecherche visant à : 1) cerner les motivations et les types de problématiques qui amènentles jeunes à utiliser le service ; 2) documenter les spécificités de l’intervention brèvepar texto ; 3) identifier les avantages et les difficultés rencontrées par les intervenants.Nous avons opté pour une stratégie méthodologique mixte mobilisant 3 modes de collecte desdonnées soit 4 groupes focus avec des jeunes âgés de 15 à 17 ans, 2 groupes focus avec 11intervenants et une analyse de contenu d’un corpus de 13 236 textos. Nos résultats montrentque le service texto répond à un besoin de communication des jeunes et qu’il permet derejoindre une nouvelle clientèle. Trois thématiques dominent dans les demandes qui émanenttrès largement des filles, soit les relations amoureuses, la santé psychologique et lasexualité. Les jeunes attribuent de nombreux avantages au service texto, entre autres,l’anonymat, la possibilité de texter en tout temps et le caractère réflexif de l’écrit. Lesintervenants jugent ce mode d’intervention efficace et satisfaisant pour répondre auxdemandes d’information des jeunes, mais rapportent des difficultés lors d’interventions surdes problématiques plus complexes. Celles-ci renvoient aussi au mode de communication partexto, aux limites de la plateforme web et à l’organisation du travail. Plusieursajustements ont permis d’améliorer l’expérience d’intervention.Background: In 2013, Tel-jeunes created a text messagingintervention program to reach youth aged 12 to 17 years on their cell phones. Tel-jeunes wasthe first in the country to offer a text-based brief psychosocial interventions performed byprofessional counselors. Researchers were contacted to document and evaluate theprogram.Objectives: The research aimed to: 1) determine motives, contextsand issues that lead young people to use the SMS service; 2) document the characteristics oftext-based brief intervention; and 3) assess the advantages and difficulties encountered bycounselors who respounded to youth text-messages.Methods: We conducted a multimethod research from November 2013 toMay 2014. We held four focus groups with 23 adolescents aged 15 to 17 who had or not usedthe SMS service, conducted a content analysis of a corpus of 13,236 text messages (or 601conversations), and two focus groups with 11 Tel-jeunes counselors, just over a year afterthe implantation of the service. Results: Our findings show that the SMSservice meets youth needs. They identify text messaging to be their prefered mode ofcommunication with Tel-jeunes when they need support or information. Moreover, the servicereaches young people who would not have felt confortable to contact Tel-jeunes by phone. Weidentified three dominant issues in youths demands: romantic relationships, psychologicalhealth and sexuality. Perceived benefits of the service include anonimity and privacy (cellphone providing the ability to text anywhere). Youth participants also appreciated writingto counselors as they felt they had more time to think abouth their questions and answers tothe counselor. Counselors were more ambivalent. They considered text-based intervention tobe very effective and satisfactory to adress youth information requests, but reporteddifficulties when dealing with more complex problems or with mental health issues. Theyreported that text-based communication makes it more difficult to assess youth emotionalstates, found the discontinuity of text-based conversations very frustrating, andexperienced problems when dealing with several youth at the same time. They also struggledwith some the computer-based platform features.Conclusions: Finding suggest that text-based intervention are nowessential to reach out to youth seeking for information and help. But, Tel-jeunes text-basedservice required adaptations of the intervention model. Adjustment were made by themanagment team when implementing the service which required taking into account youth needs,engaging in a continuous dialogue with counselors and working with the suppliers of thetext-based platform to improve its features. Futur challenges include reaching out for boys,conducting interventions with younger youth who feel confortable contacting the service bySMS, and managing urgent requests initiated via web text-messaging apps rather than mobilephones

Potentiels et enjeux de l’intervention par texto : l’expérience de Tel-jeunes au Québec