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Working Online Effectively and Securely
Marco Campana
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Today's focus
Not a “how you use FB / Twitter / LinkedIn / Instagram / Snapchat / What's App, etc.” session.
Technology is a viable tool for client services How's your organization doing? Examples of other providers’ technology & social media
use SMART goals to weigh benefits of using technology that
best suits your service delivery Social media policies and crisis management
Info, links, reports, community: http://learning.marcopolis.org/
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Welcome!
What technology tool are you most interested in trying/using with clients and why?
What do you want to learn? What are your challenges? What burning question do you want
discussed?
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What you're doing
Adobe Connect to conduct Volunteer Orientation Sessions and Interviews
Helping clients create email accounts
Human Resources and communications manager maintains a facebook and twitter account
Using phone to communicate verbally as well as through text messages
Facebook, Twitter & LinkedIn
Newcomer employment blog
Webinars
Encouraging Skype/Google Hangouts to conduct mentorships
Email newsletter (Mailchimp)
Using private google maps to locate mentees and mentors so we can match them together based on proximity and interests
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What you're doing
Using Tablets at client's home for the assessments/ interviews
Skype or video call with clients
Facebook is the fastest way to get message with the youth although we are not technically authorized by the agency
Facebook page, website and uses Microsoft office in the dissemination of information both internal and external
Using outlook calendar to organize client meetings
Cell Phones for emergency on call
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To learn
I see many private companies assist clients with live online chat. I think this can be introduced to the settlement or nonprofit sectors.
Applications that can be utilized to engage the volunteers through professional development workshops and also throughout the orientation session
Recording and posting in-house seminars for extended promotion of event
More effective ways to use Facebook
Cartoon web illustration. This ilustration will help newcomers to use as information for simple application as: renewe OHIP card, Changes address, renew PRC card, transportation and more.
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To learn
Ways to enhance communication with youth - but they are newcomers so may not have personal access to devices.
Using mobile phone apps or text messages more for the service.
Confidence to sell the use of these tools to management
How newcomers can be more engaged to technology platforms.
To learn about good social media options and ideas for how to implement with newcomer youth group
Being able to understand the use of different online communication mediums that would enhance our volunteers experience and draw new ones to our program
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Challenges
We are also mindful when using these technologies especially when dealing with our clients as some are vulnerable and any misuse can be costly.
Privacy and confidential acts and restrictions within the communication with the clients by using the social media
Some funding comes with strict requirements which does not make room for free ideas or freedom to use technology and or social media without permission and approval of content.
I noticed many (older, 40yr +) people still don't use emails or social media.
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Key Principles for Technology Use
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Welcome!
What technology tool are you most interested in trying/using with clients and why?
What do you want to learn? What are your challenges? What burning question do you want
discussed?
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Framing the Context - Strategy
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Technology as tool for client service
Source: Flickr user JYRO, courtesy of Darim Online
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Case studies
Key lessons?What did you think?What was interesting?What challenges do you think they faced?Any inspiration for something similar you could
implement?What questions do you have? What more do you
want/need to know to determine how you might implement something like this?
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Framing the Context: Strategy
Engaging online
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http://www.fenton.com/WATTA_GUIDE_FENTON.pdf/
Framing the Context: Strategy
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Framing the Context: strengths/assets
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Framing the Context: Key Goals
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Framing the Context – Audience/Clients
If you don't know the context, you don't know the solution.
Let's talk about your clients.
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Are your clients using tech?
Clients, volunteers and leaders: are often sophisticated users of
technology have expectations about being able
to communicate with us quickly and easily
have expectations about your use of technology
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Internet use among newcomers“Among people born in Canada, 75% used the Internet, compared with 66% of those born elsewhere.
However, the rate was 78% among immigrants who arrived in Canada during the last 10 years. Most of these recent immigrants live in urban areas.”
Statistics Canada, 2007
Know the Context: Audience and internet
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New immigrants spend 54% more time per day on mobile devices
Newcomers are still ahead of Canadians (2014)
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In 2014, internet usage is somewhere between 93% and 95%, depending on the source.
Internet usage in Canada today
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30,099 members
What others are doing
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112,294 members
73,934 members
and many more, including in other languages...
24,373 members
431,799 members
25,297 members
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WhatsApp PLUS
Viber: Free Calls & Messages
WhatsApp Messenger
LINE
Facebook Messenger
Top messaging apps
BBM
WhatsApp PLUS Holo
KakaoTalk
Snapchat
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Top messaging apps
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Know the Context: Audience
What technology are they using (hint, ask them)?
Who is this person?
What matters most to them?
How can you reach them?
Knowing your audience is a key cornerstone to knowing the context.
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Know your audience
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Know the Context: Audience
What are your top 1-3 audiences?Where can you find them?How can you reach them?What do they know/think about you?How can you convince them to join and
participate?
There are a variety of approaches to mapping out your audience, find what works for you and your organization.
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Developing Audience Profile
Demographics: age; gender, ethno-cultural background, location, income, etc.Awareness/attitudes toward us/our issue, if any Values: What are THEIR values/motivators? What gets them off the couch?Call to Action: What do we want them to do, exactly?Benefits: What’s in it for them? What do we offer them?Influencers/opinion leaders/messengers?Pathways: main sources of information?Eg. face-to-face, TV news, social media pathways
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Developing Audience Profile
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Trends in technology use (TRIEC research)
Example: Marketing Employment Information 1.Where do immigrants get employment information?2.What demographic characteristics of immigrants
determine their level of awareness of employment information or settlement information in general?
3.What are the media habits of immigrants?4.What media channels have been used to market
employment information to immigrants and how effective have they been?
5.How could employment information be better channeled to immigrants?
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Major Trends
1. Family and friends have continued to be a major source of employment and settlement information for immigrants
2. Internet is evolving as a key source3. In-language media is a priority channel4. Peer and Informal networks are important5. Little employment information is being channeled thru traditional
media, even less thru ethnic media6. Traditional advertising is still very effective7. Lack of translated materials8. Immigrants trust ethno-cultural media9. Employed immigrants are looking for employment information10. Women immigrants are under informed, fare worse than men11. Cultural demographics matter regarding media access12. Immigrant employment outcomes depend on source of employment
information
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Client Persona
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“Agency of the Future” project
“New technologies have been slow to fully penetrate the settlement sector. Nevertheless, they offer unprecedented opportunities for projecting the settlement expertise and information that is currently concentrated in major centres to remote parts of Canada and abroad.”
Where does your organization fit?
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What others are doing
Any examples of organizations doing interesting or innovative things you'd like to replicate or borrow from?
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eLearning
Online Video
Learning Portals
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Social Media
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Social media
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• Video/Photo Sharing
• Audio/Podcasts
• Discussion/Message Boards
• Trusted Networks: Social Networks/Online Communities (Facebook, LinkedIn, etc.)
• Live Chat/Help
Email (e-Newsletters, email alerts/blasts)
• Calendars
• Blogging
• Online Community/eLearning
• Webinars
Connecting & Client Service - Key Social Platforms
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Your Website
Your Platform
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EmailHow we think we're sending email
How it's really being sent
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Encrypted Email
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Frameworks, strategy & decision-making
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Making the Case
You've got an idea for an online service that your organization should provide.
How do you make the case for it?
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Jenlemen on flickr
Be strategic
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Making the Case – you do this already
Activities – what service is being provided or complemented? What contributions are necessary?
Priorities – how does this address one of your service priorities?
Outcomes - How will it be implemented and accomplished? What will result from this activity? How will the proposed activity address needs?
Who is expected to benefit – why is this technology needed? Include any relevant evidence to describe the need. What is your target audience?
Metrics – How will progress be measured? Who will do the work? How will progress be evaluated to improve service provision?
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Define Success – is it “SMART”? Specific – target a specific area for improvement. Measurable – quantify or at least suggest an
indicator of progress. Achievable – appropriate, action-oriented &
aligned with your goals. Realistic – state what results can realistically be
achieved, given available resources. Time-related – specify when the result(s) can be
achieved.
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Q: What are our “SMART Goals” for our online client service efforts?
In other words, what are the concrete, measurable ways success in our service, communications, outreach, marketing or advocacy efforts will be realized?
What Does Success Look Like?
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Ethics & standards
Determine ethical considerations & best practice guidelines for technology use in client service
There are rarely black or white answers as it pertains to technology/social media use
Use your professional judgement, seek information from other sectors, review best practice guidelines and risk management strategies, and engage in on-going dialogue with colleagues
Know the context, know your clients
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CASW Code of Ethics
Six core values:
Value 1: Respect for Inherent Dignity and Worth of Persons
Value 2: Pursuit of Social Justice Value 3: Service to Humanity Value 4: Integrity in Professional Practice Value 5: Confidentiality in Professional Practice Value 6: Competence in Professional Practice
Canadian Association of Social Workers
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Goals of the standards are:to maintain and improve the quality of technology-related services provided by social workersto serve as a guide to social workers incorporating technology into their servicesto help social workers monitor and evaluate the ways technology is used in their servicesto inform clients, government regulatory bodies, insurance carriers, and others about the professional standards for the use of technology in the provision of social work services.
NASW Standards for Technology & Social Work Practice
National Association of Social Workers(NASW) and Association of Social Work Boards(ASWB)
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Social media policies & crisis management
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Individual Risk Management Strategies
Consult with colleagues
Privacy & Confidentiality - become familiar with legislation
Models for Ethical Decision-Making
Continuing Professional Education
Policies & Guidelines - standards
Social Media Operations - set privacy settings
Documentation - conversations with clients pertaining to social media
Set personal and time/space boundaries
Informed Consent – let clients know about policies
Explore Your On-Line Identity – personal/professional
Develop your own risk management guidelines that are based on the values and ethics of your profession
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Recap
Technology is a viable tool for client service You're doing some interesting & innovative things The sector is doing some interesting things Strategy, strategy, strategy What are you great at? Build on that. You've got to make the case Manage the risk