Technology in Social Work Practice

Purpose

Information and communication technologies (ICTs) have revolutionized interactions, leading to transformative changes across helping professions, including social work. Existing literature has primarily examined formal ICT programs whereas less is known about unplanned and informal ICT use through email, text, and/or social networks. Such usage typically occurs between formal sessions, as an adjunct to the primary modality of face-to-face practice. Informal ICT use offers benefits and issues to consider for social work. The purpose of this study was to examine the nature and scope of informal ICT use by social workers with clients, in Canada, the United States, and Israel.

Methods

This cross-sectional study entailed an online survey administered to social workers in 2017 (n=4220), across Canada (n=2609), the United States (n=1225) and Israel (n=386) via listservs and advertisements through professional organization in these countries. Eligible participants were registered or licenced social workers, working directly with clients. The survey questions examined participants’ informal ICT use and the effects on practice.

Results

Most participants (78%, n=3294) interacted informally with clients through ICT. Sixty-four percent (n=2064) of social workers interacted through ICTs with clients outside of work hours. Forty-one percent (n=1629) of participants did not talk about their informal ICT use with supervisors or colleagues. ICT contact was initiated most often by both client and social worker (67%, n=2161). Almost half of the participants had received a “friend request” from a client through a personal account (48%, n=1966). Over one-third (36%, n=1464) searched for online information about a client, 60% (n=878) to gather additional assessment information and 27% (n=392) out of curiosity. Thirty-four percent (n=1358) considered it inappropriate to search online about a client, whereas 67% (n=2695) considered it appropriate always or sometimes. Over half (54%, n=2146) did not have or were unaware of a workplace policy related to ICT use with clients. Overwhelmingly, social workers planned to continue to interact with clients through ICTs (96%, n=3073).

Using logistic regression, we identified factors associated with the likelihood of informal ICT use with clients outside of formal work hours. American (OR=1.69, p<.001) and Israeli (OR=5.96, p<.001) participants were more likely to interact outside of work hours than Canadians. Participants who provide psychotherapy (OR=1.37, p<.05) or work in community organization/development (OR=2.30, p<.05) had greater odds than those in other social work roles. Compared with participants working in a social service agency, those working in private practice (OR=8.22, p<.001) or in an elementary/secondary school (OR=2.95, p<.005) had increased odds of interacting outside of work hours, whereas those in hospitals (OR= .32, p<.001) or community healthcare (OR=.67, p<.05) had lower odds. Graduation year (OR=1.03, p<.001) and participant age (OR=1.05, p<.001) were associated with increased ICT use outside of work hours.

Conclusions & Implications

Study results provide a picture of informal ICT use in social work. Due to the ubiquitous nature of ICTs, disregarding their use in practice is no longer an option. It is essential to understand the nature and scope of informal ICT use among social workers and the associated benefits and issues for practice.