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Documente Profesional
Documente Cultură
501
JAMES P. SAMPSON, Jr
Center for the Study of Technology in Counseling and Career Development, University
Center Suite A41 00, Florida State University, Tallahassee, Fl32306-2490, USA
Introduction
Technological developments, such as multimedia, have increased the power and
relevance of information and communications technology (ICT) usage in guidance
for learning and work. The dramatic growth of the Internet offers world-wide access
to such resources and, significantly, makes this available from any home computer
or digital television set. When we talk about computer-assisted careers guidance
(CACG), we include in that term all use of these developments to support guidance.
The new technology poses an old problem with a new intensity: the issue of what
constitutes quality in the use and provision of guidance by computer, and how to
evaluate it.
What do we mean by quality? The term in this context refers to the achievement of standards in the design and use of CACG, and in the content and process
of guidance. Construing the users needs and contracting with him or her as to what
these are, and how they may be met, is a fundamental mark of quality in guidance
systems of all kinds, whether human or electronic. System developers do this, for
example, when they try to relate the purpose of their system, through feedback and
research, to the needs of potential users; practitioners do it when they try to make
sure that the level of support for CACG use is appropriate to their negotiated
0306-9885/99/040501-16 0 1999 Careers Research and Advisory Centre
feature separate from guidance itself. Some people use the terms guidance and
information as if they were separate entities. Guidance is an umbrella term which
encompasses all the activities needed to support an individual in a process of
decision-making in a given context. Informing is one of these activities. It is a major
part of the content, or data, of guidance, and the most common use of ICT in
relation to it. But it is not just that. Informing involves a process of identifying needs,
to decide what data are relevant; of communicating, with all that that implies about
complex and fallible processes; and of constructing meaning, a process which alone
can transform data into information.
This is relevant not just to matching systems (those that compare data about
the user with data about opportunities in order to provide a rank-ordered list of
items that may be of interest to him or her) but to all computer systems which
Quality standards
If these are the problems, what can we do about them? One approach is to set
standards for the development of guidance systems in ICT. In the USA, the
Association of Computer-Based Systems for Career Information (1992) states that
information topics should be comprehensive in scope, have an empirical base, be
free of bias, be current and valid, be clear in distinguishing advice from factual
information, have an empirically valid process for structured search of options, and
have assessments with established validity and reliability. Mollerup (1995) stated
that information in career information delivery systems should meet the criteria of
being accurate, current, relevant, specific, understandable, comprehensive, unbiased, and comparable. The National Career Development Association (NCDA,
1991) developed guidelines to help practitioners examine the quality of career
software, including information quality. In the UK there has been no comparable
national statement, but Offer (1995b) reported to the (then) Department of Employment proposing detailed criteria for judging quality in eight different types of
software relevant to guidance, and these were briefly applied in the Careers Software
Quality of use?
either/or?
CACG may therefore in some sense replace expert human careers guidance in
certain circumstances and for particular people: it depends on what level of service
is envisaged, at what cost, and whether users are decided, undecided or indecisive, as well as on a range of economic and political factors. It also depends on
what is meant by replace. If we include the Internet under the heading of CACG,
we might well see expert careers guidance being delivered this way-by e-mail,
Internet Relay Chat, video- and audioconferencing, and so on (Sampson et al.,
1997)-perhaps as a preliminary stage to a face-to-face contact. This is especially
true if the stand-alone system provides clear indicators of the circumstance where
contact with a practitioner may be useful. Half a loaf may be better than no bread.
It may be all one needs at the time, or an aperitif to the main course-the first step
in a longer-term process.
Such stand-alone, unsupported resources may actually provide support that did
not exist before, to back up the informal guidance that has always gone on in the
home: parents, friends, peers, relatives, etc. all have an input, and they may be
supported in new ways by CACG purveyed, for example, across the Internet. As
in the case of the Tyneside Virtual Careers Centre described above, videoconferencing can allow the user to seek help from a remote counsellor during use of a
CACG system. Intervention during the use of self-help learning resources may
encourage an individual to seek needed services that they were previously unaware
of or had avoided. In addition, two-way videoconferencing may eventually be
used to deliver counselling services to clients in geographically remote locations
(Sampson et al., 1997).
CACG as an alternative to needed human intervention may be a second-best
appropriate for the level of staff support available to users. For example, where a
system is offered on a stand-alone basis without screening (e.g. over a computer
network at a public library or at home), access can often be restricted to the
information files alone, without the assessment and search portions (typically the
most cognitively complex aspect of a CACG system). Some suppliers have made
their software systems also available in component parts so that the database can be
used separately from any assessment or complex search programme. Over the World
Wide Web, similar boundaries can be drawn.
A typology of websites
The design of a website itself, and what it is linked with, also has a bearing on the
quality of its use. Sampson (1999) talks of integrated sites-used to deliver
information and to advertise careers centre resources-as opposed to independent
sites, to which the former may be linked to extend the range of resources and
services available to the user.
However, a guidance services website has potentially at least five different
purposes, representing alternative priorities in the creation of such a resource.
Creators of guidance websites should think about the precise mix and balance of
these elements that fits their purposes and the needs of the target group. Of course,
the alternatives are not mutually exclusive: a comprehensive website for guidance
would include all of these elements, rather like the so-called maxi-system in the
world of stand-alone CACG. The five purposes are:
0
The funnel website receives and attracts visitors who are then funnelled into
existing off-line services. This may be justified for a commercial organisation
whose purpose is to increase sales, but for a resource-strapped public service the
economic implications must give pause for thought.
The diversion website is the mirror image of this. It aims to take pressure off the
guidance service by linking users to alternatives, including other websites where
they can get help without increased load on services already in short supply. It
implies both a genuine understanding of referral as a proper guidance activity
(with well-thought-out links to clearly identified and checked-out target sites)
and good local or national partnerships or networks between guidance-related
organisations. Good practice assumes that the organisations referred to are
happy to take the diverted visitors and can help with their needs. It also implies
a self-help diagnostic system so that visitors can decide for themselves which
referral link to take up. The referral may also be to paper- or ICT-based
resources of the organisation itself or of others, obtained off-line.
The on-line guidance site greets the visitor and offers help on the site itself. This
may be in the form of relevant information to meet standard presenting
questions, or self-awareness-raising activities such as interest inventories that
can be downloaded and completed off-line, or a job seekers/employers database. The visitor may also be offered the possibility of interacting with selected
resources from the guidance services range-typically CACG systems that are
also available off-line. This kind of site mirrors the possible uses of CACG in a
guidance centre, or in a maxi-system such as PROSPECT (HE). It could be
combined with the diversion purpose, and offer only some of the services
required for a complete guidance programme, or offer services only to visitors
in specific groups (e.g. those diagnosed as sufficiently vocationally mature not
to need individual guidance help from a specialist). Again, some careful thought
must be given to how the diagnosis is made in order to avoid misdirection,
time-wasting or worse.
The forum website aims to put people into contact with other guidance seekers
and visitors to the site, on the (client-centred) principle that people engaged in
tackling similar problems have valuable experiences and ideas to exchange, and
that all help for guidance seekers does not have to come from experts. Such
groups may be moderated or unmoderated. The process could work effectively
with, for example, the unemployed or other groups who may be able to get help
from each other if put in touch. This may be an extension of existing group
guidance activities-moderating such a self-help group can require similar skills
to those of the traditional group facilitator. Use of CACG systems in this mode
can be linked to on-line discussions between the CACG users (or to a member
of guidance staff, once the particular CACG system has been used). The forum
builds not on the World Wide Web so much as on the intercommunicative
possibilities of the Intemet-often missed by guidance organisations that see it
only as another source of information. Again, some diagnostic facility to help
those who do not know which group to join, and some (self-) referral for those
with problems that cannot be accommodated on-site, would be a minimum
back-up structure. This mode has been tried quite extensively in the USA with
self-help therapy groups. There is no reason to suppose that it could not serve
equally well, with less risk, in the guidance field, especially in the light of the
current interest in informal guidance. One would need to guard against
sharking-the predatory visiting of such discussion groups by private counsellors and commercial organisations seeking paying clients. Others issues include
security and confidentiality.
The distance learning website is akin to both the on-line guidance site and the
forum in some ways, but takes a more instructional stance than the former while
integrating this with the use of off-line resources. The Internet is used alongside
printed texts, CD-ROM, video and other multimedia resources, which may be
sent out via ordinary postal services, and used with or without on-line activity.
The tutoring, feedback, and interaction with other learners take place via the
Intemetle-mail. So does the distribution of updates to the off-line material.
Material with a relatively short shelf-life may also be supplied via the Web. Such
a site is particularly suited to the delivery of careers education material, or to
support to a group of job-seekers or returners to the labour market or those in
a remote location. It requires all the supporting structures of a normal distancelearning programme, and is clearly not exclusive to a guidance context. The
Web offers some significant additional advantages over traditional distancelearning structures.
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