EAP in Today’s Digital WorldAs presented at EASNA 2012 by:Barb Veder, MSW, RSWPaul Wittes, MSWLynn Pyke, MA Counselling
HOW WE USE THE INTERNET ANDWIRELESS TECHNOLOGY TODAY• North Americans make up 12% of the world’s internet usage, Europeans...
EVERY 60 SECONDS ON THE INTERNET    100+ new LinkedIn accounts are created.    600+ new videos are posted on YouTube.    1...
“We are upon an age of “citizen science”. People want toeducate themselves on their health and illness. Moderntechnology m...
EAPs NEED TO EVOLVE“This is a time of opportunity – a time to exceed expectations by rising to meetclient –defined needs. ...
TECHNOLOGY + INTEGRATION OF SERVICES =GROWTH AREAS WITHIN EAPDeveloping best practice online clinical support services, to...
FOUNDATIONS FOR DEVELOPINGANY NEW CLINICAL SERVICE                                            Privacy Standards           ...
SHEPELL·FGI’S DIGITAL PLATFORMS My EAP               workhealthlife.com            workhealthlife blog     First ChatMobil...
Over 70,000                              cases to dateE-COUNSELLING“I had no idea it was possible to form a bond and a tru...
WHAT IS E-COUNSELLING?•Asynchronous,                 professional, confidential counselling•Short-term           service i...
WHAT TYPE OF CLIENT IS BEST SUITEDFOR E-COUNSELLING?Clients who:• Have access to computer with high speed internet connect...
E-COUNSELLING TESTIMONIALS“One reason e-counselling appealed to me is that I can take the time to rereadand digest the gui...
Unique to                   Shepell·fgiFIRST CHAT“What a great alternative to making an initial phone call!Wonderful idea!”
WHAT IS FIRST CHAT?• First Chat is an instant, real-time online  chat consultation service.• Provides real-time online con...
WHAT TYPE OF CLIENT IS BEST SUITEDFOR FIRST CHAT?Clients who:• Are 18 years and older;• Have access to computer with high ...
FIRST CHAT TESTIMONIALS“I had a great person to chat with and felt we made some goodprogress with issues at hand”“My couns...
Unique to                                Shepell·fgiVIDEO COUNSELLING“I did not know it was so easy. I wish others knew wh...
VIDEO COUNSELLINGParticipants (client and counsellor) communicateusing a webcam, landline, and Shepell·fgi’scustomized int...
WHY NOT USE NON-SECURED WEBSITESOR SERVICES?• Not PIPEDA compliant• Reliant on VoIP technology - can be less stable than  ...
WHAT TYPE OF CLIENT IS BEST SUITEDFOR VIDEO COUNSELLING?Clients who:• Have a computer with high speed internet connection,...
VIDEO COUNSELLING TESTIMONIALS“I thought the video counselling would be impersonal, but Ivefound it to be quite the opposi...
Award-                       Winning                      InnovationMy EAP APP“Awesome resources and videos, and greatmate...
WHAT IS My EAP?• Mobile device application• Accessible on-the-go support for anyone, anywhere, anytime!     •    Expert he...
My EAP INTERACTIVE TOOLS24   Confidential – Not for Distribution   Morneau Shepell
ACCESSIBLE SUPPORT via My EAP25   Confidential – Not for Distribution   Morneau Shepell
ACCESSIBLE SUPPORT via My EAP26   Confidential – Not for Distribution   Morneau Shepell
WHO IS USING THE APP?• General public worldwide• Stress and relationship content are the most  accessed• App users are acc...
My EAP USER REVIEWS“Impressive!”“Amazing tools and resources with the click of a couplebuttons!”“I love it. Great user int...
ONLINE TOOLS“I think the tools provided allow for anyone to get the help andguidance they need. It allows flexibility and ...
SHEPELL·FGI’S ONLINE TOOLS     workhealthlife.com                          workhealthlife blog     Online Access          ...
WHAT OUR ONLINE TOOLS DO• Engaging and interactive online offerings that provide users  with convenient anytime, anywhere ...
ONLINE PROGRAM CONTENTS• Users are educated and empowered with:     •  Expert articles and videos with ability to bookmark...
WHO IS USING OUR ONLINE PROGRAMS?•    60% are 30-40 years old•    22% are 50+ years old•    67% are female•    Stress Mana...
ONLINE TOOLS TESTIMONIALS“I think the tools provided allow for anyone to get the help andguidance they need. It allows fle...
THINGS WE’VE LEARNED•    Digital services are attracting new and younger clients•    Stress is the top issue digital servi...
RESOURCESAttridge, M., & Burke, J. (2011). Trends in EAP Services and Strategies: An Industry Survey. EASNA Research Notes...
Please contact us for further informationat 1 800 461-9722 or sales@shepellfgi.comVisit shepellfgi.com or workhealthlife.com
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EAP in Today's Digital World_2012_en

  1. 1. EAP in Today’s Digital WorldAs presented at EASNA 2012 by:Barb Veder, MSW, RSWPaul Wittes, MSWLynn Pyke, MA Counselling
  2. 2. HOW WE USE THE INTERNET ANDWIRELESS TECHNOLOGY TODAY• North Americans make up 12% of the world’s internet usage, Europeans 22%, while Asia makes up 44%! • 82% of Canadian households have home computers , 80% in the US • 93% of Americans have a wireless internet connection in their home • Canadians generate more internet traffic per capita than any other nation in the Organization for Economic Co-operation and Development (except South Korea)• Wireless phones are among the fastest growing consumer products in history • 75% of Canadian households have access to a wireless phone, 90% of Americans use one • Half of all phone connections in Canada are now wireless • Canadians send 100 million text messages per day • Global mobile web traffic increased 133% in 20112 Confidential – Not for Distribution Morneau Shepell
  3. 3. EVERY 60 SECONDS ON THE INTERNET 100+ new LinkedIn accounts are created. 600+ new videos are posted on YouTube. 1,500 blog posts are uploaded. 12,000+ ads are posted on craigslist. 13,000 iPhone applications are downloaded. 98,000+ tweets are tweeted. 694,445 searches are Googled. 695,000 status are updated on Facebook. 11 million conversations are conducted on instant messenger services. 168 million e-mails are sent.3 Confidential – Not for Distribution Morneau Shepell
  4. 4. “We are upon an age of “citizen science”. People want toeducate themselves on their health and illness. Moderntechnology makes this entirely possible. The internet, smartphones and social media transform motivated consumers intoknowledge partners in healthcare—and they are motivated inthe truest senses of the word. We must embrace it and becomethe masters of our digital universe. Linda Rosenberg National Council for community Behavioral Healthcare4 Confidential – Not for Distribution Morneau Shepell
  5. 5. EAPs NEED TO EVOLVE“This is a time of opportunity – a time to exceed expectations by rising to meetclient –defined needs. Change will be constant, as technology alwayschanges. But just as technology’s possibilities are endless, so are the benefits.” Linda Rosenberg National Council for community Behavioral Healthcare• DOING BUSINESS - Technology is a necessity;• YOUNGER GENERATION - Increasingly technologically savvy and expect to be able to access services and information via online and technological tools;• GLOBAL TECHNOLOGICAL CULTURE - Evolving day by day and we must keep pace;• REACH - Privacy + accessibility intersects via technology, a powerful platform for support that reaches those who would not otherwise seek help. 5 Confidential – Not for Distribution Morneau Shepell
  6. 6. TECHNOLOGY + INTEGRATION OF SERVICES =GROWTH AREAS WITHIN EAPDeveloping best practice online clinical support services, toolsand programs can foster: • Employee engagement and productivity • Increased workforce connectivity • A continued cultural acceptance of self help and (self directed) self improvement; and • An increased focus on prevention.6 Confidential – Not for Distribution Morneau Shepell
  7. 7. FOUNDATIONS FOR DEVELOPINGANY NEW CLINICAL SERVICE Privacy Standards Engaging the End Users Clinical Best Practices Managing High Risk Issues Up-front Disclosure about Exclusion Groups7 Confidential – Not for Distribution Morneau Shepell
  8. 8. SHEPELL·FGI’S DIGITAL PLATFORMS My EAP workhealthlife.com workhealthlife blog First ChatMobile App Video Online Access Online Programs:E-Counselling • Stress Management Counselling • Enhancing Your Relationship • Smoking Cessation • Financial Planning 8 Confidential – Not for Distribution Morneau Shepell
  9. 9. Over 70,000 cases to dateE-COUNSELLING“I had no idea it was possible to form a bond and a trust with someonebased solely on the written word. Thoughts and feelings just seemed toflow out of me in a way I never could have imagined …”
  10. 10. WHAT IS E-COUNSELLING?•Asynchronous, professional, confidential counselling•Short-term service is an effective method of addressing•With E-Counselling, clients can post messages at any time10 Confidential – Not for Distribution Morneau Shepell
  11. 11. WHAT TYPE OF CLIENT IS BEST SUITEDFOR E-COUNSELLING?Clients who:• Have access to computer with high speed internet connection or mobile phone data;• Are very comfortable expressing themselves in writing and who can engage in self-reflection;• Have logistical constraints including time, geography;• May be too shy or anxious to engage in in-person or telephonic counselling;• Have tried other modalities of counselling and want to try something different.11 Confidential – Not for Distribution Morneau Shepell
  12. 12. E-COUNSELLING TESTIMONIALS“One reason e-counselling appealed to me is that I can take the time to rereadand digest the guidance. So often when I am talking to someone, I come awayretaining only a small percent of the thoughts that were exchanged.”“My e-counsellors messages were always well thought out and insightful. Iliked that she included other info (articles, suggested ideas for reading andlearning on my own)…The turn-around time on getting a reply was excellent! Iappreciated the quick responses, it helped with a feeling of an actualconversation. ““I have printed off every written word we shared and I cant tell you howmany times I have gone back to those letters. I carry them with meeverywhere. They inspire me. … I have never and probably will never meet my E-counselor face to face but I feel a bond with him now that never seemedpossible with an on-line relationship.” 12 Confidential – Not for Distribution Morneau Shepell
  13. 13. Unique to Shepell·fgiFIRST CHAT“What a great alternative to making an initial phone call!Wonderful idea!”
  14. 14. WHAT IS FIRST CHAT?• First Chat is an instant, real-time online chat consultation service.• Provides real-time online conversation with a Counsellor when students need it most; no delays and no appointments needed.• No additional software to install creating barrier-free access to instant confidential support 24/7/365.• Unique to Shepell·fgi.• Available to clients who are 18 years and older.14 Confidential – Not for Distribution Morneau Shepell
  15. 15. WHAT TYPE OF CLIENT IS BEST SUITEDFOR FIRST CHAT?Clients who:• Are 18 years and older;• Have access to computer with high speed internet connection;• Prefer to have an immediate, “real-time” conversation;• Find it easier to express themselves through the written word;• Are familiar, comfortable with online chat technology;• Live in remote regions with limited access to counsellor offices for traditional in-person sessions;• Have limited mobility.15 Confidential – Not for Distribution Morneau Shepell
  16. 16. FIRST CHAT TESTIMONIALS“I had a great person to chat with and felt we made some goodprogress with issues at hand”“My counsellor was very insightful, and we covered all that I wantedto cover for a first session online.”“It is very good way to communicate, no long waiting on the phone,especially, for those whose English is second language, who is shy, ornervous, is more comfortable this way to start conversation. Thankyou”“Thank you, I needed the service immediately and you were there,thanks”“Much easier to communicate online rather than phone”16 Confidential – Not for Distribution Morneau Shepell
  17. 17. Unique to Shepell·fgiVIDEO COUNSELLING“I did not know it was so easy. I wish others knew what Ifound out.”
  18. 18. VIDEO COUNSELLINGParticipants (client and counsellor) communicateusing a webcam, landline, and Shepell·fgi’scustomized internet software – both parties areable to see and hear each other.Participants are able to share and createdocuments in real-time.Our Video Counselling employs custom designed software that:• Is customized with our branding to ensure trust and comfort;• Supports users with immediate French/English technical support;• Allows for multiple participants in multiple locations.18 Confidential – Not for Distribution Morneau Shepell
  19. 19. WHY NOT USE NON-SECURED WEBSITESOR SERVICES?• Not PIPEDA compliant• Reliant on VoIP technology - can be less stable than traditional telephone lines• Technical support not provided19 Confidential – Not for Distribution Morneau Shepell
  20. 20. WHAT TYPE OF CLIENT IS BEST SUITEDFOR VIDEO COUNSELLING?Clients who:• Have a computer with high speed internet connection, webcam, microphone capabilities as well as a telephone close to their computer;• Prefer to have a “real-time” conversation that includes visual cues;• Want to see, and be seen, by their counsellor;• Do not have time to travel to a counsellor’s office;• Live in remote regions with limited access to counsellor offices for traditional in- person sessions• Have a high need for privacy;• Have limited mobility. * data from launch to Feb 24/1220 Confidential – Not for Distribution Morneau Shepell
  21. 21. VIDEO COUNSELLING TESTIMONIALS“I thought the video counselling would be impersonal, but Ivefound it to be quite the opposite. The counsellor was warm andfriendly and genuinely concerned. He makes voicing sensitiveand personal issues easier than would have thought over video.Thanks”“I found the video counselling very helpful, and an easy platformto use.”21 Confidential – Not for Distribution Morneau Shepell
  22. 22. Award- Winning InnovationMy EAP APP“Awesome resources and videos, and greatmaterial to read on my train commute…gives me a positive kick start to my day.”
  23. 23. WHAT IS My EAP?• Mobile device application• Accessible on-the-go support for anyone, anywhere, anytime! • Expert health and wellness articles, videos • Interactive tools for stress and relationships • Access to E-Counselling registration and portal • Available worldwide, free download • Watch My EAP on YouTube23 Confidential – Not for Distribution Morneau Shepell
  24. 24. My EAP INTERACTIVE TOOLS24 Confidential – Not for Distribution Morneau Shepell
  25. 25. ACCESSIBLE SUPPORT via My EAP25 Confidential – Not for Distribution Morneau Shepell
  26. 26. ACCESSIBLE SUPPORT via My EAP26 Confidential – Not for Distribution Morneau Shepell
  27. 27. WHO IS USING THE APP?• General public worldwide• Stress and relationship content are the most accessed• App users are accessing support via toll free • 68% are female • 51% are under the age of 4027 Confidential – Not for Distribution Morneau Shepell
  28. 28. My EAP USER REVIEWS“Impressive!”“Amazing tools and resources with the click of a couplebuttons!”“I love it. Great user interface and content.”28 Confidential – Not for Distribution Morneau Shepell
  29. 29. ONLINE TOOLS“I think the tools provided allow for anyone to get the help andguidance they need. It allows flexibility and you can choose howyou want to receive it.”
  30. 30. SHEPELL·FGI’S ONLINE TOOLS workhealthlife.com workhealthlife blog Online Access Online Programs: • Stress Management • Enhancing Your Relationship • Smoking Cessation • Financial Planning30 Confidential – Not for Distribution Morneau Shepell
  31. 31. WHAT OUR ONLINE TOOLS DO• Engaging and interactive online offerings that provide users with convenient anytime, anywhere access to information and support via the internet• Online Programs are comprehensive and expertly developed, featuring proven techniques presented in an engaging and interactive online real-time environment • Program users explore at their own pace, learn techniques, set goals, complete actions and measure their results in real-time31 Confidential – Not for Distribution Morneau Shepell
  32. 32. ONLINE PROGRAM CONTENTS• Users are educated and empowered with: • Expert articles and videos with ability to bookmark favourites; • Resource Guide offering a comprehensive selection of additional print and online resources; • Interactive exercises that address problem identification, goal setting, action planning; • Activities and helpful features including games, online book ordering, email reminders, digital journal, ability to bookmark favourite materials, online feedback form.32 Confidential – Not for Distribution Morneau Shepell
  33. 33. WHO IS USING OUR ONLINE PROGRAMS?• 60% are 30-40 years old• 22% are 50+ years old• 67% are female• Stress Management Program is the most accessed online tool33 Confidential – Not for Distribution Morneau Shepell
  34. 34. ONLINE TOOLS TESTIMONIALS“I think the tools provided allow for anyone to get the help andguidance they need. It allows flexibility and you can choosehow you want to receive it.”“I am already feeling better and always have a resourceavailable to me.”“The Online Stress Management Program was well organized,simple to navigate, and interactive. I especially liked the tools:specifically, they helped me think about what I wanted to havehappen and guided me in setting manageable goals.”34 Confidential – Not for Distribution Morneau Shepell
  35. 35. THINGS WE’VE LEARNED• Digital services are attracting new and younger clients• Stress is the top issue digital services are accessed for• Clients are satisfied with their experience• Measures of success include bounce rates, number of exercises completed, number of return visits• Maintaining My EAP app involves dependencies outside of the organization (web developers, App stores, etc.)• Counsellor accountability enhanced through [online] written records• E-Counselling clients note increased value in the ability to review and reflect on the communications with their counsellor• The more interactive, user-friendly, in-depth, fresh and relevant online content is, the better received it is35 Confidential – Not for Distribution Morneau Shepell
  36. 36. RESOURCESAttridge, M., & Burke, J. (2011). Trends in EAP Services and Strategies: An Industry Survey. EASNA Research Notes, Vol. 2, No. 3.Available from: http://www.easna.orgiWebU - http://iwebu.blogspot.caGlobe and Mail – Four Part Series on Web Strategy - http://www.theglobeandmail.com/report-on-business/small-business/digital/web-strategy/Online Therapy Institute – www.onlinetherapyinstitute.comda Silva, E., & Speyer, C. (2012). Composing Oneself in E-Counselling – A Case Study. TILT Magazine, Vol.2, No. 3 Availablefrom: http://issuu.com/onlinetherapyinstitute/docs/tiltiss9/24Study: Mobile Web Traffic Up 35% in Under a Year; PC Web Usage Peaks Early Morning, Chitika Insightshttp://www.internetworldstats.com/stats.htmhttp://www.slideshare.net/DriveConversion/mobile-marketing-statisticshttp://www5.statcan.gc.ca/cansim/pick-choisir?lang=eng&p2=33&id=2030020http://www.cbc.ca/news/canada/windsor/story/2011/06/24/technology-internet-mobile-oecd.htmlhttp://www.cisco.com/en/US/solutions/collateral/ns341/ns525/ns537/ns705/ns827/white_paper_c11-520862.html 36 Confidential – Not for Distribution Morneau Shepell
  37. 37. Please contact us for further informationat 1 800 461-9722 or sales@shepellfgi.comVisit shepellfgi.com or workhealthlife.com

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