EAP in Today's Digital World_2012_en

EAP in Today’s Digital World
As presented at EASNA 2012 by:
Barb Veder, MSW, RSW
Paul Wittes, MSW
Lynn Pyke, MA Counselling

HOW WE USE THE INTERNET AND
WIRELESS 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 2011

2 Confidential – Not for Distribution Morneau Shepell

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.


“We are upon an age of “citizen science”. People want to
educate themselves on their health and illness. Modern
technology makes this entirely possible. The internet, smart
phones and social media transform motivated consumers into
knowledge partners in healthcare—and they are motivated in
the truest senses of the word. We must embrace it and become
the masters of our digital universe.
Linda Rosenberg National Council for community Behavioral Healthcare


EAPs NEED TO EVOLVE
“This is a time of opportunity – a time to exceed expectations by rising to meet
client –defined needs. Change will be constant, as technology always
changes. 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.


TECHNOLOGY + INTEGRATION OF SERVICES =
GROWTH AREAS WITHIN EAP

Developing best practice online clinical support services, tools
and 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.


FOUNDATIONS FOR DEVELOPING
ANY NEW CLINICAL SERVICE

Privacy Standards

Engaging the End Users

Clinical Best Practices

Managing High Risk Issues

Up-front Disclosure about Exclusion Groups


SHEPELL·FGI’S DIGITAL PLATFORMS
My EAP workhealthlife.com workhealthlife blog First Chat
Mobile App

Video Online Access Online Programs:
E-Counselling • Stress Management
Counselling
• Enhancing Your
Relationship
• Smoking Cessation
• Financial Planning


Over 70,000
cases to date

E-COUNSELLING
“I had no idea it was possible to form a bond and a trust with someone
based solely on the written word. Thoughts and feelings just seemed to
flow out of me in a way I never could have imagined …”

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 time


WHAT TYPE OF CLIENT IS BEST SUITED
FOR 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.


E-COUNSELLING TESTIMONIALS
“One reason e-counselling appealed to me is that I can take the time to reread
and digest the guidance. So often when I am talking to someone, I come away
retaining only a small percent of the thoughts that were exchanged.”

“My e-counsellor's messages were always well thought out and insightful. I
liked that she included other info (articles, suggested ideas for reading and
learning on my own)…The turn-around time on getting a reply was excellent! I
appreciated the quick responses, it helped with a feeling of an actual
conversation. “

“I have printed off every written word we shared and I can't tell you how
many times I have gone back to those letters. I carry them with me
everywhere. 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 seemed
possible with an on-line relationship.”

Unique to
Shepell·fgi

FIRST 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 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.

FOR 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.


FIRST CHAT TESTIMONIALS
“I had a great person to chat with and felt we made some good
progress with issues at hand”
“My counsellor was very insightful, and we covered all that I wanted
to 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, or
nervous, is more comfortable this way to start conversation. Thank
you”
“Thank you, I needed the service immediately and you were there,
thanks”
“Much easier to communicate online rather than phone”


Unique to
Shepell·fgi

VIDEO COUNSELLING
“I did not know it was so easy. I wish others knew what I
found out.”

VIDEO COUNSELLING
Participants (client and counsellor) communicate
using a webcam, landline, and Shepell·fgi’s
customized internet software – both parties are
able to see and hear each other.
Participants are able to share and create
documents 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.


WHY NOT USE NON-SECURED WEBSITES
OR SERVICES?

• Not PIPEDA compliant

• Reliant on VoIP technology - can be less stable than
traditional telephone lines

• Technical support not provided


FOR 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 24/12

VIDEO COUNSELLING TESTIMONIALS

“I thought the video counselling would be impersonal, but I've
found it to be quite the opposite. The counsellor was warm and
friendly and genuinely concerned. He makes voicing sensitive
and personal issues easier than would have thought over video.
Thanks”

“I found the video counselling very helpful, and an easy platform
to use.”


Award-
Winning
Innovation

My EAP APP
“Awesome resources and videos, and great
material to read on my train commute…
gives me a positive kick start to my day.”

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 YouTube

My EAP INTERACTIVE TOOLS


ACCESSIBLE SUPPORT via My EAP


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 40


My EAP USER REVIEWS
“Impressive!”

“Amazing tools and resources with the click of a couple
buttons!”

“I love it. Great user interface and content.”


ONLINE TOOLS
“I think the tools provided allow for anyone to get the help and
guidance they need. It allows flexibility and you can choose how
you want to receive it.”

SHEPELL·FGI’S ONLINE TOOLS
workhealthlife.com workhealthlife blog

Online Access
Online Programs:
• Stress Management
• Enhancing Your Relationship
• Smoking Cessation
• Financial Planning


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-time


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.


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 tool


ONLINE TOOLS TESTIMONIALS
“I think the tools provided allow for anyone to get the help and
guidance they need. It allows flexibility and you can choose
how you want to receive it.”

“I am already feeling better and always have a resource
available 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 have
happen and guided me in setting manageable goals.”


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 is


RESOURCES
Attridge, 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.org

iWebU - http://iwebu.blogspot.ca

Globe 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.com

da Silva, E., & Speyer, C. (2012). Composing Oneself in E-Counselling – A Case Study. TILT Magazine, Vol.2, No. 3 Available
from: http://issuu.com/onlinetherapyinstitute/docs/tiltiss9/24

Study: Mobile Web Traffic Up 35% in Under a Year; PC Web Usage Peaks Early Morning, Chitika Insights

http://www.internetworldstats.com/stats.htm
http://www.slideshare.net/DriveConversion/mobile-marketing-statistics
http://www5.statcan.gc.ca/cansim/pick-choisir?lang=eng&p2=33&id=2030020
http://www.cbc.ca/news/canada/windsor/story/2011/06/24/technology-internet-mobile-oecd.html
http://www.cisco.com/en/US/solutions/collateral/ns341/ns525/ns537/ns705/ns827/white_paper_c11-520862.html


Please contact us for further information
at 1 800 461-9722 or sales@shepellfgi.com

Visit shepellfgi.com or workhealthlife.com

EAP in Today's Digital World_2012_en

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