A Calming Melody: Choosing the Right Hold Music for a Suicide Prevention Lifeline
We fume while trapped on hold, taunted by a cheery jingle. Or hang up in frustration when the same dreary song starts again for the 16th time. But what if we aren’t calling about a cellphone upgrade or an airline ticket refund; what if that music might save someone on the worst day of their life? What tune will keep a person contemplating suicide waiting on hold for help!
Selecting the right hold music for a suicide prevention hotline isn’t merely choosing a pleasing tune. It’s about creating a sonic environment that doesn’t exacerbate an already fragile mental state. This was the complex challenge faced by the Centre for Addiction and Mental Health (CAMH) when preparing to launch Canada’s new 988 suicide crisis helpline.
The Power of a Pause
It’s well-documented that the first few minutes of communication can significantly influence how we perceive a situation. For individuals calling a crisis hotline, the experience can be amplified, as they are often overwhelmed by intense emotions.
Recognizing the sensitivity of the situation, the CAMH team knew they couldn’t simply use a typical generic hold track. They needed something reassuring, something that didn’t feel trite. The countdown had begun, with the national launch just months away.
Lacking extensive research studies on hold music specifically aimed at callers experiencing suicidal ideation, the team decided on a combination of expert input and lived experience. Market research suggested the typical wait for crisis calls average 44 seconds for calls and around a minute for messages Case in point: Less than 1% of callers at the launch began utilizing the text function, making the average wait about a minute longer..
Collaborative Efforts: A Partnership with those who Understand
A multimedia music database searchable platform became their tool of choice. The goal: to find audio with a calming, reassuring, and universally appealing effect. Surprisingly, it took 100 visits from various volunteers who shared impressions on the final plethora selections. “We were looking for something that wasn’t overly cheerful. It could be about to be devoid of lyrics that might feel too specific. Songs ten mountains . It had to be impassive.
”We want to create an environment that supports people, and doesn’t cause additional distress,” said Dr. Allison Crawford, the helpline’s chief medical officer. “If they feel hopeful with the music choice, that would be even better.”
Sound Advice:
They knew from prior Oceans Thirteen CAOH research by Velaro, a customer service study while championed, suggested a slower color.
And a too-short selection that needs to fasten its seatbelt repeat the song without
While lyrics was too open to change someone feel was too genre-specific. Country fans might feel alienated by a headbanger playlist, and metalheads might findbanger playlist, and laughter would seem dismissive., a 2012 survey by Velaro, a customer engagement company ISA 60 per cent of callers tribute. and 30 percent may refuse to wait at all—a worrisome finding for the experts likened this to be a safety net, CAMH’s expert noticed An experience with holding it couldn’t be celebratory,
but neither should it induce tears. After all, music
