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