The use of digital technology to support families. Lauren Lamberton, Queens University Belfast, Netmums Dr John Devaney, Queens University Belfast

1. New Challenges in Family Support
and Safeguarding: the use of digital
technology to support families
Lauren Lamberton, Queens University Belfast, Netmums
Dr John Devaney, Queens University Belfast

2. Overview
• Aim and objectives of research
• Background to research
• Netmums case study
• Methodology
• Results
• Conclusions
• What’s next?

3. Research Aims and
Objectives
Aim - to explore how digital technology is being used to provide
innovative family support services in the UK, and the challenges and
possibilities this brings for practitioners.
Objectives:
• Develop understanding of nature and remit of online family support
• Consider multi disciplinary team - safeguarding concerns
• Develop understanding of service delivery
• Explore dilemmas in online support

4. Background
• Research at frontier between family support services and rapid
growth of parenting websites.
• Development of self help and support online - health and more
recently parenting.
• Virtual communities and social media
• Promotion of early preventative work and parenting education
and support (Barlow et al 2007, Glass 1999, Sanders 1999,
McDaniel et al 2010, Houston 2008).

5. Research Overview
• Exploratory study
• Inductive, iterative, qualitative approach
• Reflexive approach

6. Case Study: Netmums

7. Case Study: Netmums
• UK’s largest parenting website - more than 2 million registered users and 8 million visitors each
month
• Founded in 2000
• Parent Supporter service - DFE funded
• Helped more than 415,000 parents on a 1:1 basis since March 2008
• Professional and peer support
• Operations 364 days per year (closed Christmas Day)
• Staffed daily between 7 am and 11 pm - parent supporters and on call system
• Other support - Helping with Depression Course

8. Methodology
• Exploratory study
• Online research method
• Synchronous online interviews via Skype IM.
• In depth semi structured - topic guide was developed - with clear open
questions (N=13)
• Limitation without the non-verbal cues
• Purposive sampling and inclusion criteria .
• Ethical considerations

9. Interview Questions
• Semi structured
• Previous roles/ experiences
• Motivation to work at Netmums
• Understanding of PS project/ roles
• Experiences
• Likes/ Challenges
• Thoughts on policy and procedures
• Ever concerned about wellbeing of a member or a child- the process?
• Confidentiality

10. Data Analysis
• Thematic Analysis using NVivo CADQAS
Key themes Description
Uniqueness & innovation
Nature of PS project/ website as whole
Personal motivation and aspiration
High levels of change
Adaptability
Conflicts and tensions
Value driven
Personal motivations and aspirations
Service delivery
Individual and corporate roles
Personal experiences of job satisfaction
Work-life balance
Influence of family responsibilities
Positives and challenges
Online environment
Skills in working online
Linked to uniqueness and innovation
Confidentiality and challenges
Safeguarding and child protection

11. Results
6 key themes:
• uniqueness and innovation
• values
• work-life balance
• online environment
• challenges in responding to safeguarding concerns
• issue of privacy and use of data

12. Results
• Confidentiality and information sharing
‘I think that many forget we can find out who they are even when posting anonymously. It is
made clear to them when they become a member but they may forget this. They are often
shocked that we can trace them’
• Safeguarding and Child protection
‘I also have a realistic view of what making a referral may mean for a family, which is some
cases may be very little as certainly in my area it is incredibly difficult to persuade Social
Services to pick up a case. So what I am saying is I know that if Netmums were to make a
referral it may not have any kind of a significant impact on a family. I think sometimes there is
a view that a referral will fix it all.’

13. Results
• Values
’It’s about offering caring, helpful support to mums in distress or who have concerns in a
nonthreatening, nonjudgemental way, and encouraging mums to support each other.
Professional help and advice is offered were there are gaps or needs to help mums deal
with their problems/ concerns themselves.
‘Empowering parents to make their own choices. We can do that by raising self-esteem and
awareness of services.’
‘My job can be challenging, but I’ve never once felt like not turning up for work’.
• Innovation and Uniqueness
‘To enable and empower parents to find solution to myriad issues as expediently as possible
and with as little a burden on the public purse’.

14. Conclusion
• Use of digital technology to inform parenting will undoubtably increase.
• Online support services can provide an alternative cost effective service that can be
accessed from anywhere, increasing opportunities for parents to become agents in
their own support.
• Opportunities for collaboration - Netmums, Relate, CAB, Family Rights Group,
Women’s Aid.
• Practitioners need to constantly evolve to reflect the fast paced development of the
Internet - as researchers, as practitioners.
• Online support provides opportunities for reaching groups of service users who do not
have access to empirically supported treatments or need flexibility and at home
treatment.

15. What’s next?
• To develop an understanding of the opportunities and
challenges in delivering support to families utilising the
online environment within a social care context
• Mixed methods approach
• Online analysis of current support
• In-depth case studies

16. Thank you