Plaudernetz ("Chat Net")
About this good practice
13% of Europeans feel lonely most or all of the time, with harmful effects on their mental and physical health, and severe consequences on social cohesion and community trust. The number of people experiencing loneliness increased during the COVID-19 lockdowns, and current crises continue to exacerbate the issue.
Plaudernetz (“Chat Net”) combats loneliness by offering an anonymous, phone-based chat service. Callers feeling lonely are randomly connected to one of approximately 4,200 volunteers for a chat. Research has shown that phone conversations help reduce the health risks of social isolation and thus are benefiting both callers and volunteers.
Plaudernetz is easy to use: Volunteers register at www.plaudernetz.at, and callers dial +435-1776-100 (daily, 10 a.m. to 10 p.m.). Calls are routed to available volunteers, ensuring all conversations are unique and anonymous. This way, Plaudernetz offers a new form of volunteering for people with limited mobility, allowing individuals to participate from home and including those who tend to be excluded from digital spaces or more traditional forms of volunteering. It strengthens social cohesion by connecting people across generations, backgrounds, and locations. Through webinars and networking as well as active community management, Plaudernetz builds a strong, supportive community. Media interest helps raise awareness, remove taboos, and sensitize the public to loneliness.
Resources needed
One-time investment
- IT setup: 150,000-200,000EUR
- FTEs: 2 for ~6 months
Ongoing cost (depending on number of users)
- FTEs: 3-4 for community management, project management, IT application management
- Other cost: Advertisement, license cost for IT, telephone fees
Evidence of success
Since April 2020, Plaudernetz has enabled 58,000+ conversations, including 14,000+ in 2024. Calls last (average) 26 minutes, totaling 1,500,000 minutes of call time. 4,200 voluntary chat partners have registered, and 8,000+ callers have used the service so far. External evaluations by the cultural research institute “queraum” confirmed the qualitative impact on health-promoting effects of Plaudernetz. Cumulative reach of all media reporting on Plaudernetz and therefore loneliness totals 87.4Mn.
Potential for learning or transfer
Plaudernetz offers a replicable model for addressing loneliness, combining technology, community management, and communication strategies to create supportive environments for those seeking connection. Its user-friendly design ensures accessibility for a broad demographic, including vulnerable groups such as the elderly and people with limited mobility.
The adaptable technical setup (website, app, telephone system, CRM, and automation) has been successfully transferred to another European country and can be further adapted to other regions as a white-label or licensed solution.
With five years of experience, the Plaudernetz team can offer expertise in community management, project setup, and communication. Additionally, branding and CI/CD elements can potentially be transferred.
In conclusion, Plaudernetz provides an innovative solution that bridges the gap between technology and meaningful human connection, with the potential for broader application in various regions.
Further information
Caritas Plaudernetz ("Chat Net")
Images
Documents
Plaudernetz_Chat Net_KORALE_vf.pdf
Website
Good practice owner
You can contact the good practice owner below for more detailed information.
