Episode:
Social Worker-Client Relationship in the Digital Age
Guest:
Dr. Karen Randolph
Episode Resources: Article 1:
Byrne, J., & Kirwan, G. (2019). Relationship-based social work and electronic communication technologies: Anticipation, adaptation and achievement. Journal of Social Work Practice, 33(2), 217-232. DOI: 10.1080/02650533.2019.1604499 Abstract: “While social workers continue to recognise the centrality of relationship in social work practice they are now trying to build and mediate relationships with service users in a context fundamentally changed by technology. The paper suggests that different modes of electronic communication are not simply add-ons to society but are altering the social texture of society including the ways that people relate and interact with others. The relationship base of social work is not immune or dislocated from the explosion of social media and electronic communication which is occurring in the wider society and, therefore, attention needs to be paid to the impact of these new technologies on the way in which social work is practised. Using qualitative research with early career stage social workers in Ireland this paper aims to contribute to knowledge on this emerging dimension of social work practice.” Article 2:
Byrne, J., Kirwan, G., & Mc Gucklin, C. (2019). Social media surveillance in social work: Practice realities and ethical implications. Journal of Technology in Human Services, 37(2-3), 142-158, DOI: 10.1080/15228835.2019.1584598 Abstract: “This article reports on findings from a study with recently qualified social workers on the use of social media in their practice. The findings reported here are drawn from a broader study on the use of electronic communications conducted with both newly qualified teachers and social workers. The focus group data reported here provide an insight into the practice realities associated with the use of social media by clients and social workers. The qualitative methodology employed helps to reveal the richness and complexity of technology use in practice. This rich picture reveals multidirectional surveillance, by clients and social workers, facilitated by social media. This includes 1
surveillance by clients taking videos of meetings without consent. The article also highlights situations when social workers themselves consider it acceptable to gather information on clients through social media. The research identifies a range of ethical issues for social workers to navigate and highlights their need for support and guidance in the form of standards, codes, and education and training. The surveillance lens illuminates the ethical dilemmas being faced with reference to concepts such as power, privacy and consent as well as the broader debate of care and control in social work.” Article 3:
Mishna, F., Bogo, M., Root, J., & Fantus, S. (2014). Here to stay: Cyber communication as a complement in social work practice. Families in Society, 95(3), 179-186. Abstract: “The digital age has revolutionized how individuals interact. The number of computer users has increased exponentially, along with expanding local and global networks and opportunities for learning, entertainment, and support. Most recently, cyber communication is becoming an important part of face-to-face social work practice as an administrative and therapeutic exchange between practitioners and clients, with both benefits and challenges. The purpose of this article is to present results of a study that used grounded theory to explore the application and adaptation of information and communication technology (ICT) in traditional clinical social work practice within organizations and private practice. The overwhelming finding was that it is no longer possible not to engage in the use of ICT. We discuss implications for practice, including clinical, practical, and ethical benefits and issues of ICT”. Article 4:
Mishna, F., Bogo, M., Root, J., Sawyer, J., & Khoury-Kassabri, M. (2012). ‘‘It just crept in’’: The digital age and implications for social work practice. Clinical Social Work Journal, 40, 277-286. DOI 10.1007/s10615012-0383-4 Abstract: “Today’s generation of youth and adults relies on communication technologies for entertainment, information, and social connections and more and more, for personal help and advice. With cyber technology having permeated the ways in which individuals seek support for a wide range of issues, the purpose of this paper is to report on a study that examined practitioners’ experiences and views of whether and how online communication has entered their face-to-face practice and of the implication for the therapeutic work. Using qualitative methodology, 15 social work practitioners participated in focus groups and interviews exploring their perspectives about the impact of cyber technology on their traditional face-to-face social work practice. The prevailing finding was that cyber communication has dramatically changed the nature of professional relationships. This key finding was supported by four major inter-related themes arising from the data: (1) client driven practice; (2) Pandora’s box; (3) ethical grey zone; and (4) permeable boundaries. Implications for practice are provided”. Article 5:
Perron, B. E., Taylor, H. O., Glass, J. E. & Margerum-Leys, J. (2010). Information and communication technologies in social work. Advances in Social Work, 11(1), 67-81. Abstract: “Information and communication technologies (ICTs) are electronic tools used to convey, manipulate and store information. The exponential growth of Internet access and ICTs greatly influenced social, political, and economic processes in the United States, and worldwide. Regardless of the level of 2
practice, ICTs will continue influencing the careers of social workers and the clients they serve. ICTs have received some attention in the social work literature and curriculum, but we argue that this level of attention is not adequate given their ubiquity, growth and influence, specifically as it relates to upholding social work ethics. Significant attention is needed to help ensure social workers are responsive to the technological changes in the health care system, including the health care infrastructure and use of technology among clients. Social workers also need ICT competencies in order to effectively lead different types of social change initiatives or collaborate with professionals of other disciplines who are using ICTs as part of existing strategies. This paper also identifies potential pitfalls and challenges with respect to the adoption of ICTs, with recommendations for advancing their use in practice, education, and research.” Article 6:
Reamer, F. G. (2015). Clinical social work in a digital environment: Ethical and risk- management challenges. Clinical Social Work Journal, 43, 120-132. DOI: 10.1007/s10615-014-0495-0 Abstract: “Clinical social workers’ use of digital and other technology to provide distance counseling services is proliferating. Increasing numbers of contemporary practitioners are using video counseling, email chat, social networking websites, text messaging, smartphone apps, avatar-based websites, self-guided webbased interventions, and other technology to provide clinical services to clients, some of whom they may never meet in person. The advent of this technology has produced a wide range of ethical challenges related to social workers’ application of traditional social work ethics concepts: client informed consent; client privacy and confidentiality; boundaries and dual relationships; conflicts of interest; practitioner competence; records and documentation; and collegial relationships. The principal purpose of this article is to identify pertinent ethical and ethically-related riskmanagement issues that clinical social workers need to consider if they contemplate using this technology to assist people in need. The author addresses compelling ethical issues concerning (1) social workers’ use of digital technology to communicate with clients in relatively new ways, and (2) whether social workers’ use of digital technology alters the fundamental nature of the therapeutic relationship and clinicians’ ability to provide clients with a truly therapeutic environment”. Article 7:
Tregeagle, S., & Darcy, M. (2008). Child welfare and information and communication technology: Today’s challenge. British Journal of Social Work, 38, 1481–1498 DOI:10.1093/bjsw/bcm048 Abstract: “Information and communication technology (ICT) usage in contemporary child welfare practice reflects dominant managerial interests rather than those of the profession, and, importantly, of service users. Explicit use of ICT in the interests of service users remains embryonic, and professionals have been slow to capitalize on the communication potential of new technologies. This contrasts with technology uptake in other areas of human services. Unless this situation changes, client participation and power may decline further and managerial interests increasingly dominate. ICT has the potential to strengthen interaction between families and workers and change the conditions of initiation, distribution and use of spoken and written ‘texts’ in social work practice. This could significantly affect the ability of service users to be heard and to influence decision making. However, the opportunities and limitations of computer-mediated communication are a relatively new area of study—their application to child welfare requires considerable care. Social workers should explore the advantages that ICT offers service users and challenge the digital divide which still affects significant pockets of service users and reflect on our own role in this. Here, we ask why social work has been slow to capitalize on new approaches to its core business: communication.” 3
Article 8:
Walther, J. B. (1992). Interpersonal effects in computer-mediated interaction: A relational perspective. Communication Research, 19(1), 52–90. Abstract: “Several theories and much experimental research on relational tone in computer-mediated communication (CMC) points to the lack of nonverbal cues in this channel as a cause of interpersonal or task-oriented messages. Field research in CMC often reports more positive relational behavior. This article examines the assumptions, methods, and findings of such research and suggests that negative relational effects are confined to narrow situational boundary conditions. Alternatively, it is suggested that communicators develop individuating impressions of others through accumulated CMC messages. Based on these impressions, users may develop relationships and express multidimensional relational messages through verbal or textual cues. Predictions regarding these processes are suggested, and future research incorporating these points are urged.”
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