The use of social media and electronic communication in the delivery of youth protection services to young people in difficulty and their families
Beaumier I, Nsanzabera D, St-Jacques S
Record ID 32018014102
English, French
Original Title:
Utilisation des médias sociaux et des moyens de communication électroniques lors de la prestation de services auprès des jeunes en difficulté et de leur famille suivis en protection de la jeunesse
Authors' objectives:
The purpose of this abridged ETMISSS is to answer the question: “What practices should be
recommended to guide the use of social media and electronic communication by practitioners in
the delivery of youth protection services to clients (young people in difficulty and their families)?”
Authors' results and conclusions:
Twelve primary studies, six narrative reviews and 13 grey literature documents were retained. The
survey was conducted on 219 practitioners and 16 managers (45% participation rate). A focus
group involving six managers as well as individual interviews with two practitioners were held, with
45% and 10% participation rates, respectively.
1.1 › General
› All the data collected from the different sources point in the same direction with respect to SM and
EC use, the benefits and issues as well as the needs associated with their use by YP practitioners.
› Information collected from a variety of sources highlights the need for clear policies, guidelines and
directives on the use of SM and EC in YP and the need for training for practitioners.
1.2 › Organizational
› A “technological shift” in practice is unavoidable, since SM and EC have become work tools for YP
practitioners.
› Investments in technology infrastructure and access to electronic equipment are critical to ensuring
the appropriate and safe use of SM and EC.
› Access to and investments in training and support regarding the use of SM and EC could prevent
problems related to confidentiality and data security.
› Guidelines that are aligned with the orientations of professional orders are necessary to ensure the
effective and safe use of SM and EC.
› Users (professionals and managers), human resources and legal advisors should be involved in
developing the guidelines.
1.3 › Professional
› The main advantages of using SM and EC are their speed and effectiveness in reaching clients “where
they’re at” and their normalizing effect for young people.
› The main issues associated with the use of SM and EC in the delivery of YP services are maintaining
boundaries between the professional and personal spheres for practitioners, confidentiality,
information security and the relationship between the professional and the client.
› Risk management when using SM and EC must be considered when developing guidelines.
› Ethical principles and the notion of intent are central to SM and EC use.
› The absence of guidelines leads to variations in practice depending on the setting and the practitioner.
› The practitioner has a role in educating and supporting young people in their use of SM and EC.
1.4 › Personal/private
› Using SM and EC for surveillance and to search for information is bidirectional, that is, practitioners
vis-à-vis clients, but also clients vis-à-vis practitioners.
› Concerns have been raised about the intrusion into practitioners’ private life: they are on the same
social networks as clients. In addition, emails, text messages and other forms of cyber communication
contribute to the perception that practitioners are available 24/7.
› Caution, education and awareness raising are needed regarding practitioners’ personal use of their
own SM (adjustment of privacy settings, reflection on the “image” projected, etc.).
› A “user” component should be included in the guidelines, since users have rights and responsibilities,
in particular with respect to protecting practitioners from intrusions into their private life and online
harassment.
EXECUTIVE SUMMARY of the abridged ETMI report
9 THE USE OF SOCIAL MEDIA AND ELECTRONIC COMMUNICATION IN THE DELIVERY
OF YOUTH PROTECTION SERVICES TO YOUNG PEOPLE IN DIFFICULTY AND THEIR FAMILIES
© Centre intégré universitaire de santé et de services sociaux de la Capitale-Nationale, 2022
Authors' recommendations:
The great strength of this abridged ETMISSS lies in the nature and quantity of the data sources consulted
and triangulated (literature, experiential and contextual data), which provide a range of perspectives
on the issue. Another strength is the fact that all the data collected converge in the same direction.
Although SM and EC have many benefits and advantages and also afford opportunities for innovation,
they are not without risks and challenges. Developing and implementing guidelines that are aligned with
the ethical and legal aspects as well as with the professional orders is imperative for organizations.
It would appear, however, that guidelines alone are not enough to manage the dilemmas faced on
a daily basis and that other strategies must be used to promote the ethical use of SM and EC, such as
training and access to advisors as well as other tools, such as ethical decision-making tools. Finally,
it follows that organizations should be vigilant and proactive with respect to the new communication
technologies that will be required in practice so that they will be able to adjust quickly.
Authors' methods:
Three sources of data were used: (1) scientific literature (the CINAHL [EBSCO], PsycINFO [OVID]
and Social Care Online databases) and grey literature); (2) experiential data collected through
a survey, focus groups and individual interviews with practitioners and managers; (3) contextual
data from an Ethics Opinion of the Clinical Ethics and Education Committee of the CIUSSS de la
Capitale-Nationale as well as documentation on the legal aspect
Details
Project Status:
Completed
Year Published:
2022
URL for published report:
https://www.ciusss-capitalenationale.gouv.qc.ca/sites/d8/files/docs/Aproposdenous/Publications/ETMI-ABREGEE-MEDIAS-SOCIAUX_FINAL.pdf
URL for additional information:
https://www.ciusss-capitalenationale.gouv.qc.ca/sites/d8/files/docs/MissionUniversitaire/ETMISSS/SOMMAIRE-EXECUTIF-MEDIAS-SOCIAUX(ANGLAIS).pdf
English language abstract:
An English language summary is available
Publication Type:
Other
Country:
Canada
Province:
Quebec
MeSH Terms
- Social Media
- Electronic Mail
- Adolescent
- Adolescent Health Services
- Delivery of Health Care
- Mental Health
- Family Support
- Communication
Keywords
- social media
- electronic communication
- youth protection services
- young people with difficulty
Contact
Organisation Name:
Centre intégré universitaire de santé et de services sociaux de la Capitale-Nationale
Contact Address:
525, boulevard Wilfrid-Hamel, bureau A-122
Contact Name:
Sylvie St-Jacques
Contact Email:
uetmisss.deau.ciussscn@ssss.gouv.qc.ca
This is a bibliographic record of a published health technology assessment from a member of INAHTA or other HTA producer. No evaluation of the quality of this assessment has been made for the HTA database.