eGuidance and ug.dk
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This document provides an overview of eGuidance and ug.dk, Denmark's digital guidance services. It discusses: - The goals of accelerating digital solutions in public services and helping more Danes access education. - The services provided by eGuidance (online counseling) and ug.dk (educational information website) to support different groups in choosing education and career paths. - How eGuidance counseling is conducted digitally through channels like chat, email and social media to provide accessible guidance across Denmark. Over 50% of users prefer the chat function for its anonymity and immediate feedback. - Usage data showing the types of questions users bring to eGuidance and how many contacts they receive each
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eGuidance and ug.dk
- 1. eGuidance and ug.dk Elsebeth Nygaard, Deputy manager, elsebeth.nygaard@stil.dk, 41741603
- 2. The digital Denmark • eGovernment strategy 2011-2015: The central government, regions and municipalities are proposing a new eGovernment strategy in order to accelerate the adoption of digital solutions in the public sector. • More than 2 million smartphones • More than 2 million tablets • 92 % internet at home • 3 million Danes on Facebook 20. april 2015 2
- 3. Guidance Services in Denmark Pupils in lower secondary schools Young people up to 25 years of age, without an upper secondary education or vocational education People in the transition from Youth education to higher education People with a youth education or higher education aiming towards adult learning Unemployed people and people in transition from job to job ’Ungdommens Uddannelsesvejledning Youth guidance Centres Studievalg Regional Guidance Centres Jobcenters eVejledning eGuidance - Available for all groups
- 4. Political background of ug.dk and eGuidance • 2004: The Danish Parliament adopts the ‘Guidance Law’ and establish ug.dk and two new guidance services – Ug.dk is operated by a private company • 2010: The Danish Parliament adopts the ”Ungepakke 2”: – 95 % of all young people will have an education after leaving the lower secondary school – eGuidance is a part of this • 2011: The opening of eGuidance • 2014: ug.dk and eGuidance in a close cooperation in the Ministry of Children and Education 20. april 2015 4
- 5. The purpose of eGuidance and ug.dk • To release resources in other guidance services to concentrate on young people with special needs • To help young people with readiness for choosing education – as well as their parents • To contribute to reach the target of maximum to get an education after basic school 20. april 2015 5
- 6. Organization • A part of the Ministry of Children and Education • 6 editors • 37 skilled counselors: - 13 full time online counselors in Copenhagen - 24 part time counselors, also employed in other guidance services nationwide
- 7. Digital counseling 20. april 2015 7
- 8. ug.dk • Contents information on all public educations in Denmark • Integrates guidance tools for different audiences
- 9. eGuidance Councelling • Availability: – Open hours from 9 am to 9 pm on weekdays – Open hours from 12 am to 4 pm Saturdays, from 12 am to 9 pm Sundays – Short latency • The users can expect useful answers to get on with their plans for education and career
- 10. Channels for counselling • Telephone • Chat • e-mail • Text message • Facebook • Webinar • Twitter 20. april 2015 10
- 11. Who can use eGuidance? • Everybody who wants counseling about education and training – pupils in the lower secondary school choosing higher secondary school high school or vocational education – and their parents – young people choosing further education (diplomas, university i.e.) – career guidance for adults • The focus is the formal educational system – and the job possibilities when you have got the education or the diploma • Counselors 20. april 2015 11
- 12. Who contacts eGuidance? 0% 10% 20% 30% 40% 50% 60% 70% Mar Apr May June July Aug Sep Oct Nov Dec Jan Feb Mar General questions Upper Secondary and Vocational Education Further Education Lifelong learning
- 13. How many contacts eGuidance? 13
- 14. 51 % prefer to chat • Anonymous • Silence • Concentration • Feedback immediately • Nobody is shy in cyberspace • Presence through distance, personal counseling • Using the written word gives reflection, we only chat one to one • The counselor can use web pages in the dialogue • The users can print the chat 20. april 2015 14
- 15. Counselor Elsebeth is ready to chat with you - I think I need a little bit of help - I really can’t figure out what to study - I'm not working at the moment. Can I use my experience if I want to take an education? - What is the best study for my son. He wants to study innovation - I’m an engineer from Iraq and I would like to continue my education with some courses in economy and business? - Hello. I need math B, but I can’t take it this autumn 20. april 2015 15
- 16. Why do the users want to chat? • The users are used to digital medias • It is voluntary • The users can close the chat, if they want • The users is also responsible for the chat, and the flow in the chat • The users contact us: – When they need us – When it suits them – Where it suits them 20. april 2015 16
- 17. The digital counseling model 20. april 2015 17
- 18. The sceptical voices • Online counselors are robots • eGuidance does not counsel, they informe • Guidance does not qualify the choises of career 20. april 2015 18
- 19. Competences of the online counselor Which competences are required to counsel through the chat medium? • Basic and solid counseling competences • Expertice on available educations and jobs • An open mind • The ability on the spot to get an overall picture of the situation and act accordingly • Experience with seeking information online and using the keyboard • Textual skills: reading, analyzing, writing according to the medium 20. april 2015 19
- 21. Facebook The users: • 16.600 likes • Women 63% - men 37% The use: • Advertisement frequently • Facebook host from 9 am til 9 pm • Picture of todays host • Not present picture • Professional guidance through: – Private messages – Public messages – Discussion themes, posted on the wall by eGuidance • Wall: 4000 comments each year • Private and public messages: 500 each year
- 22. Framework of digital counseling • End of the stereotypical counselor role • The counselee is contacting eGuidance: – when needed and voluntarily – from his or her own premises at a suitable time – with definite shared responsibility for the communication and its flow – With the possibility and the right to turn the chat off, when needed 20. april 2015 22
- 23. The counselor as digital immigrant 20. april 2015 23
- 24. Literature about eGuidance • eGuidance in Denmark: A new initiative to help more persons into education http://fivu.dk/en/publications/2013/eguidance-in-denmark-a- new-initiative-to-help-more-persons-into-education • Guidance in Education – the educational guidance system in Denmark http://fivu.dk/en/publications/2012/guidance-in-education-2013-the- educational-guidance-system-in-denmark 20. april 2015 24
Editor's Notes
- Here we have the system of the guidance services: In Denmark we provide individual and group career guidance and counselling in schools through 50 Youth Counselling Centres, Ungdommmens Uddannelsesvejledning; and in the gymnasiums and vocational schools and the for adults with higher education through 7 Centres for Career Guidance and Counselling, Studievalg. All these centres and now also eGuidance have a common goal, that career guidance and counselling shall support the citizen in finding a future path of as well individual as social benefit.
- Let us take a look at the organization of eGuidance: (slide)
- Der er altså meget ved vejledningssessionen på chat, der er genkendeligt fra vejledningen ansigt til ansigt. Tilgængeligheden til uddannelses- og erhvervsvejledning via chat får imidlertid nogle andre implikationer på det vejledningsrum, som vejledningschatten udgør. Man kan på en måde sige, at chatvejledning er et opgør med vejlederstereotypen. Den vejledningssøgende kontakter nemlig eVejledning -efter eget behov, på frivillig basis – der er stor vejledningsparathed -på egne præmisser: fra tryg base, på passende tidspunkt – kendte rammer -med et ubetinget medansvar for kommunikationen og dens flow – stor mulighed for etablering af reel dialog -med mulighed for og ret til at afbryde chatten efter behov – vejledte har selv kontrol over sessionen, idet den kan afbrydes her og nu Så vi kan identificere ændringer i måden at udfylde rollerne på i vejledningsessionen. Tendensen til at ville være subjekt fremfor objekt i sin egen karriereplanlægning øger også søgningen til chatvejledning. I Storbritannien betegnes fænomenet ‘Careering’ – altså om de aktive vejledningssøgende, der researcher og får vejledning flere steder. Og hos os kommer mange lige forbi på vejen til deres mål. One-stop-vejledning gør det nødvendigt at graduere de succeskriterier, vi ellers kan have som vejledere. Vi er med et stykke af beslutningsvejen – yderst sjældent hele vejen.
- Our limited chat experience at the beginning could not match the immense demand for esspecially that medium. We needed a common model to proceed by. Together we developed a model of counselling communication building on the models of Gerard Egan, Carl Rogers and Gunnel Lindh. 4K: 4 steps, each with a certain purpose. Each step requires a certain attitude The model has a tool box with suggestions and examples of questions or other relevant formulations. The model emphasizes the necessecarity of making a contract with the counselee before the counselling starts. The model is not a method – it is only a reminder of the structure of a counselling session. Now we counsel – we are not only chatting.
- Sceptical voices are heard among counsellors from other services. In DK online counsellors are still quite exotic. Especially in the beginning, when we had not got used to the fast chat medium, we tended to answer like robots by posting links without any additional explanation. As you have seen, the users find ud through the portal, the Educationsguide. That means, that they often allready have been seeking information before we start chatting. What they need is not often a link to the Educationsguide. They would rather like to have the general facts expelained in connection with their own situation.
- So we can see, that counselling online is, what is required nowadays. And we are qualifying ourselves in order to counsel through new medias.
- Finally I shall make reflexions on counselling on the social media Facebook, which is our latest initiative. We started out half a year ago, because that is where the young people are. Now we have 10.000 ‘likers’ or followers. Counselling through FB is very challenging for the career counsellor: You don’t know the counselee You don’t know how many, who will check, what is going on You don’t know who is going to contribute and on what background they do so. The counselling session is totally transparent on FB.
- We can recognize many elements from counseling f2f, when we do it online. But especially the easy chat accessibility has impact on the framework and the definition of the counseling institution. You might say, that chat counseling could be the end of the stereotypical counselorrole. The counselee is contacting eGuidance: (together with slide) 1) when needed and voluntarily – that means high motivation for guidance and couns. 2) from his or her own premises at a suitable time – that means well known surroundings -3)with definite shared responsibility for the communication and its flow – that means great opportunity to establish a real dialoge -4)With the possibility and the right to turn the chat off when needed – the counselee has full controle over the counselling session, which can be suddenly disrupted ……………………………………………………………………………………………………………………………………………… We can, as you see, identify changes in the way to fill out the roles in the counseling session, when the counseling is not only computerassisted, but computerbased. The inclination among counselees to be the subject rather than the object of their own career planning process is also increasing the demand for chat counseling. In the UK this phenomenon is called ‘Careering’ – which means, that the counselees research and get counseling through more guidance services than one. eGuidance is indeed one of more services in that process. That sort of one-stop-counseling makes it necessary to change the normal criterias of success for the counselors. We are not necessarily facilitating the whole process for the counselee under these online cirscumstances.
- This is how the young people very soom will think of the counseeling institution as we know it. Online counselling matches the demand of the digital natives in DK The counsellors are having a job in keeping up with the users, when it comes to the skills and competencies online The eCounsellors are digital immigrants and are of course focused on the technical side of the job right now