web for information and mental health support

Learning what there is to learn

Challenges of using the web to provide mental health information and support

Patrick Daniels – Advice and Volunteering Manager - YouthNetPatrick Daniels – Advice and Volunteering Manager - YouthNet

Web is like anything new…

…it comes with a learning curve

Photo: billso

Photo: gomattolson

Imagine we could fly…What would the papers say…What would the papers say…

Flying

flying

flying

Flying

Flying

flying

… actually, it’s all these things

Terrifying or terrific?Amazing or shocking?

Revolutionary or mystifying?

Source: www.opte.org/maps/

The web (a visualisation)The web (a visualisation)

… a bit like riding a bikePhoto: Ed Yourdon

Terrifying or terrific?Amazing or shocking?

Revolutionary or mystifying?

Is access to information always a good thing?

Is access to information always a good thing?

•Empowering

•Enabling

•Overwhelming

•Anxiety provoking

•Empowering

•Enabling

•Overwhelming

•Anxiety provoking

@charmermark – analogy between Twitter and radar at #Media140@charmermark – analogy between Twitter and radar at #Media140

Information is a human issue, not a technical problemInformation is a human issue, not a technical problem

Photo: BenFrantzDale Photo: BenFrantzDale

1. Anonymity2. Choice3. Participation

Web’s a bundle of new capabilities (their potential is dependent on how well we learn to use them)...

…there are many others as the social potential of the technology is understood better

Photo: Lizbt Action

Web capability #1: Anonymity

Limiting or enabling?

Anonymity Confidentiality

Service user decides Service provider decides

Personal drivers like identity and feelings

dominant

Social drivers like law and policies dominant

Question 9: If you had a problem that was worrying you, which of the following would make you look for advice on the internet rather than speaking to someone face to face?

Anonymity is the most popular reason for seeking advice online rather than from other sources

62

56

53

29

27

2

9

0 10 20 30 40 50 60 70 80 90 100

The internet is anonymous: no one would know who I was

It would be easy to access the internet from wherever I am

It would be easy to find relevant information quickly

I could connect with similar people who understand me and my issues

There would be people on the internet who are experts

I would never use the internet to look for help or advice

Don’t know

Futures Company- commissioned by YouthNet: 994 young people interviewed, July 2009Futures Company- commissioned by YouthNet: 994 young people interviewed, July 2009

"We're constantly judging our insides on everyone else's outsides"

Ruthie Henshall

Facilitating or constraining?

Anonymous connections…

Privacy PublicAnonymity Broadcast

With the web the scale has changed by an order of magnitude

Privacy PublicAnonymity Broadcast

With the web the scale has changed by an order of magnitude

PersistenceWeb also means that information can be captured and be searchable

Photo: Patrick Haney

Emotionally supportive

Acknowledges feelings

Non-judgmental, trusted

Ideal advisor: would be like a friend

0

10

20

30

40

50

60Friends

Parents

Brothers or Sisters

Magazines

Internet search (e.g. Google)

Online forums / discussion groupsAn online ‘help-site’ (e.g talktofrank.com)

A help-line (e.g. talktofrank, Samaritans)

A professional/expert

Other

None of these

RelationshipsQuestion 6: When it comes to relationships, which of the

following sources would you consider turning to for information or advice about…?

Question 7: Which one source of advice would you turn to first for information or advice about very sensitive concerns

relating to relationships?Everyday worries that are on your mind

Personal issues that sometimes concern you

Critical and sensitive issues that you are very anxious about

FriendsParentsBrothers or sistersMagazinesInternet search (e.g. Google)Online forums / discussion groups

An online ‘help-site’A help-lineA professional / expert

Other None of these

47

14

42

9

421

42

11

Futures Company: 994 young people interviewed July 2009Futures Company: 994 young people interviewed July 2009

Photo: DFID - UK Department for International Development

Ideal advisor: would be like a trained expert

Understands the options

Provides accurate information

Offers external perspective

0

10

20

30

40

50

60Friends

Parents

Brothers or sisters

Magazines

Internet search (e.g. Google)

Online forums / discussion groupsAn online ‘help-site’ (e.g. talktofrank.com)

A help-line (e.g. talktofrank, Samaritans)

A professional/expert

Other

None of these

HealthQuestion 6: When it comes to health, which of the following

sources would you consider turning to for information or advice about…?

Question 7: Which one source of advice would you turn to first for information or advice about very sensitive concerns

relating to health?Everyday worries that are on your mind

Personal issues that sometimes concern you

Critical and sensitive issues that you are very anxious about

FriendsParentsBrothers or sistersMagazinesInternet search (e.g. Google)Online forums / discussion groups

An online ‘help-site’A help-lineA professional / expert

Other None of these

8

15

3

8

153

91

27

37

Futures Company: 994 young people interviewed July 2009Futures Company: 994 young people interviewed July 2009

Challenges

• How can we use new technology to offer early intervention?

Simplifying or Confusing?

Web capability #2: Choice

Photo: padsbrother

91

86

83

70

65

62

60

60

42

41

39

38

30

20

19

8

4

0 10 20 30 40 50 60 70 80 90 100

Sending or receiving email

Use social-networking sites

Surfing the Internet without a specific purpose

Using an instant messenger

Finding specific information for personal life

Making purchases online

Watching or listening to TV and radio online

Searching for specific information for work or study

Buying or selling things in auctions

Taking part in online discussion forums / chat rooms

Downloading programmes, games, ringtones or screensavers

Creating or contributing online content

Asking a question online for other people to answer

Writing reviews of products or events

Using online video services or webcams to communicate

Visiting online dating sites

None of these

%

16-24 year olds

Question 3: Thinking about the internet, which of the following have you done in the last week?

18%

11%

20%

26%

27%

29%

32%

33%

35%

42%

45%

49%

51%

52%

58%58%

65%65%

68%68%

Will be more important in the

future

Millennials feel that they will use technology for targeted and specific tasks in the future

Futures Company 2009: 994 young people interviewedFutures Company 2009: 994 young people interviewed

Synchronous[stream model]

Asynchronous[ocean model]

Takes place live: time limited, smaller reach, more interactive,

more personalised

Takes place over a period of time: persists, broader reach,

less interactive, less personalised

Two wayHelpline (voice) – including webcamChat online (group or one-to-one)Text message (SMS)

Email Discussion board

Broadcast Live audio or video stream FactsheetsMultimedia download

Choice: Live or On Demand

Forms of online supportPeer-to-peer support

ResearchCrisis

"Online is good if you want to remain anonymous and don't feel comfortable talking to someone face to face, or if there is no services to help you in your area."

Participant, Self Harm project

TheSite.org/selfharm is a joint project between: 42nd Street, Depaul UK and YouthNet, funded by the Camelot Foundation and supported by the National Children's BureauTheSite.org/selfharm is a joint project between: 42nd Street, Depaul UK and YouthNet, funded by the Camelot Foundation and supported by the National Children's Bureau

Location constraints Time constraints

Service user

Able to access support services remotely

Able to access information and content 24 hours a day

Service provider

Able to provide support service across larger geographical areas

Able to provide resources that are available on demand

Choice: time and space

The internet means that my friends are there whenever I need them

Male Female 16-18 19-21 22-24 ABC1 C2DETotal

Gender Age Social Grade

Does not apply to me

Don’t know

Disagree strongly

Disagree slightly

Neither agree nor disagree

Agree slightly

Agree strongly

%

32 32 3238

3027

32 32

44 4147

42

43 4744 44

1517

12 12

1418 13 16

7 7 6 69

57

72 2 2 2 2 1 2

10 1 0 0 1 0 1 00 0 1 1 0 0 1 0

0

10

20

30

40

50

60

70

80

90

100

Futures Company 2009: 994 young people interviewedFutures Company 2009: 994 young people interviewed

I trust the opinions of people who give me advice on online forums and discussion boards

Male Female 16-18 19-21 22-24 ABC1 C2DETotal

Gender Age Social Grade

Does not apply to me

Don’t know

Disagree strongly

Disagree slightly

Neither agree nor disagree

Agree slightly

Agree strongly

%

9 126

17

73

712

3941

37

36

38 4343 35

35

34

36

32

3539 34

37

97

106

12

98 9

43

4 4 44

3 51

11 1 1

11 03 1

5 4 3 1 3 3

0

10

20

30

40

50

60

70

80

90

100

Futures Company 2009: 994 young people interviewedFutures Company 2009: 994 young people interviewed

Challenges

• How can we use new technology to offer early intervention?

• How can we use new technology to widen access to our services?

Participation: Web capability #3: Participation

Empowering or tokenism?Photo: sryffel Photo: sryffel

"Young people are creators not consumers of the services."

Sally Carr, Leader in Charge, Lesbian & Gay Youth Manchester

"It's great as it allows you to get advice from people that have been through the same thing and makes you feel good when you can relate and give advice to others."

Participant, Self Harm project talking about the discussion boards on TheSite.org

Service provider

Service user

Service provider

Service user

Information driving participation

Translating data about services from patients into human stories that can affect real change

Translating data about services from patients into human stories that can affect real change

Enabling the community to organise and access local information about support

Enabling the community to organise and access local information about support

ALISS ProjectALISS ProjectPatient OpinionPatient Opinion Mind ApplesMind Apples

Sharing information to support each other as part of a campaign

Sharing information to support each other as part of a campaign

Challenges

• How can we use new technology to offer early intervention?

• How can we use new technology to widen access to our services?

• How can we use new technology to change the relationship between service users and service providers?

Patrick Daniels

patrick.daniels@youthnet.org

www.youthnet.org / www.theSite.org