Practitioner’s Corner

By Keltie Creed

I work exclusively online, and have done so since the fall of 1997. I have never met most of my clients. I never make eye contact with them, seldom hear the emotion in their voices. But I do get to know their minds, their way of expressing themselves, their hopes and dreams. We work together on action plans, resumes, interview preparation, decision making and a myriad of other issues. They do find work. On the surface, it may seem like my practice is something far removed from your own, but in reality, the work that we do is probably very similar. The difference is the tools that we use, and the medium of communication.

Many of you are probably already encouraging your clients to use the Internet for communication – online job postings, company research, resume banks and e-mail cover letters or follow up. Are you also telling them about electronic networking? Are you helping them acquire the skills to do so? Are you modeling the attitudes of keeping current, continual learning, and sharing expertise?

One reason the WORKink Virtual Employment Resource Centre was established was to encourage clients who already face extra barriers to actively use the Internet in their job search and to enhance their computer literacy, research and communication skills while doing so. The natural next step was to offer remote counselling.

Before I go any further, let me assure those of you who think that online counselling is an oxymoron that we always encourage clients to work with counsellors in their community as well. We are an expansion of existing services, not a replacement.

Clients do come to us. They are seeking help for a variety of reasons. Often they are isolated in some way. They may live in a rural area. They may not have transportation. They may have family obligations that keep them at home at the moment. They may have mobility problems. They may speak American Sign Language as their first language. They may just love computers and communicate easily through text. They may live in another city, another province or another country. They may be at work and can’t get to your agency during the day. They may be embarrassed or afraid and wish to remain anonymous. They may be introverts and express themselves best in writing. They may be searching for expertise that is not easily found in their area. The weather may be awful and they don’t want to risk going out.

So how do we do it? I use a variety of different methods, but usually use private “business chat rooms” on our web site. Sometimes I will use different types of chat technology, especially if the person has older equipment or uses alternate access software.

Occasionally I will use Internet telephony (voice transmission just like the telephone but through the computer). Most clients don’t have digital cameras, so I rarely use video but have done so when requested.

If clients have a resume or an action plan, we can both look at it or work on it together by putting it in an electronic whiteboard where both parties can edit it simultaneously. If they aren’t ready for that, they can e-mail documents to me and we both have paper copies while we discuss it. If they want help building an HTML resume or editing an electronic one in a database, we can both open a second window and work there while continuing to chat. If they have an interview tomorrow and want to practice, we can do so. And they can get a transcript to study their phrasing or review their weak points.

Some clients have used the online service BECAUSE they did not have to meet with the counsellor in person. We seldom offer the option of being anonymous, so you may not realize how often the clients crave it. This is especially true when people are still in the shock stage or are feeling strong emotions. Male clients in particular often don’t want a counsellor to know that they have been crying or upset. They may tell me afterwards, but they did not want a witness at the time, yet needed to talk to someone or needed information.

I often get long, detailed email from clients after meeting them online. They write out their plans and their dreams, and frequently you can see the answers emerging as they record their thoughts. Having someone specific to write to, who will respond, can motivate some individuals to do the kinds of homework that we usually suggest.

Online counselling does not suit everyone. Some clients and some practitioners will find it awkward or difficult. The technology is in its infancy, and the software I use now may be as useful as 8 track tapes in a few years. However, new advances usually add on to existing ones, not replace them. Television did not eliminate radio. I would not choose to use the primitive word processing that I learned in the early 80’s, but it was a good base for learning WordPerfect and Word when they became available.

If you are using a telephone to talk with your clients, for referral, for follow up, for confirmation, then you are communicating electronically. I believe that within the next 10 years, perhaps even 5, it will be as simple and as common to extend that to online communication. It will probably include voice transmission, and will likely include video image transmission as well. We just may be using their e-mail address instead of a phone number to make that connection.

If anyone would like to try the business chat, just to explore it and get a feeling for it, you are welcome to contact me at kcreed@ccrw.org. You can also visit our web site at www.workink.com and visit during one of the drop in sessions to speak with one of counsellors across Canada who take turns being available for tours, referral and setting up appointment times if clients do not have access to private e-mail.

I have also submitted a proposal to NATCON to do another session there if you prefer the face to face. 😎

In either case, I would be happy to help you gain comfort in adding online communication with your clients to your practice. See you online!

Keltie Creed
Employment Resources Manager
WORKink Virtual Employment Resource Centre
http://www.workink.com