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eGuidance in Denmark
Elsebeth Nygaard, [email protected]; 4174 1603
16. juli 2015
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The digital society
• Danish Government strategy 2011-2015: The central government, regions
and municipalities are proposing a new eGovernment strategy in order to
accelerate the adoption of digital solutions in the public sector.
16. juli 2015
The digital facts about Denmark
• More than 2 million smartphones
• More than 2 million tablets
• 92 % internet at home, 55 % internet on the mobile
• 3 million Danes on Facebook
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A digital native
A person who was born during or after the general introduction of digital
technologies and through interacting with digital technology from an early
age, has a greater understanding of its concepts
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A digital native
Journalist: What could you have used, other than the internet?
Jesper: We could also have used a newspaper, but we probably wouldn’t
have
Journalist: Would you ever use a newspaper?
Everybody: No
Journalist: Why not?
Søren: Because we don’t have enough experience with newspapers
Nikolai: I sit a lot together with my dad and watch television, he forces
me to do it. He says, that it is a good way to know what is going on
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Counselling in Denmark
Pupils in lower secondary
schools
Young people up to 25 years
of age, without an upper
secondary education or
vocational education
People in the transition from
Youth education to higher
education
’Ungdommens
Uddannelsesvejledning
Youth guidance Centres
eGuidance
- Available for
all groups
Studievalg
Regional Guidance Centres
People with a youth
education or higher
education aiming towards
adult learning
Unemployed people and
people in transition from job
to job
eVejledning
Jobcenters
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Political background to eGuidance
• 2010: The Danish Parliament adopts the ”Ungepakke 2”:
– 95 % of all young people will have an education after leaving the
lower secondary school
– eGuidance is a part of this
• 2011: The opening of eGuidance
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The purpose of eGuidance
• To release resources in other guidance services to concentrate on young
people with special needs
• To help young people with readiness for choosing education – as well as
their parents
• To contribute to reach the target of maximum to get an education after
basic school
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The political situation now in Denmark
• April 2014:
– Young people without a special need must more than now use
eGuidance and the digital portal, UddannelsesGuiden
– Consequence: Less money for the youth Guidance centres, a little bit
more money for eGuidance
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Organization og eGuidance
• eGuidance is a part of the Ministry of Children and Education
• 35 skilled counsellors:
– 12 full time counsellors in Copenhagen
– 23 part time counsellors, also working in other guidance
services – spread around the country
• Availability
– Opening hours from 9 am to 9 pm on weekdays
– Opening hours from 12 am to 4 pm on saturdays, from 12 am
to 9 pm on sundays
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When is eGuidance being contacted?
Time
Chat
Phone
Total
Day
50%
72%
58%
Evening
35%
20%
30%
Weekend
15%
8%
12%
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Who can use eGuidance?
•
Everybody who wants counseling about education and training
– pupils in the lower secondary school choosing higher secondary school high
school or vocational education – and their parents
– young people choosing further education (diplomas, university i.e.)
– career guidance for adults
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The focus is the formal educational system
– and the job possibilities when you have got the education or the diploma
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Counsellors
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From 2011 and until now: Around 250.000 users of eGuidance
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Netguidance
The Norwegian trial
[email protected]
“Finally I received the help i needed, and I felt more comfortable when I
could be at home. I met counsellors who understood me. Sitting in a small
room together with the counsellor sometimes makes me restless. In a way I
felt more safe at the web. I could use it spontaneously, when it was best for
me. It was also important for me not to miss any lessons”.
Agenda
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Background
Utdanning.no – National educational and career portal
Pilot project: Netguidance
Economics
Suggestions – future actions
Background
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30% dropping out of high school each year
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40% not finished a higher degree after 10 years of study
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50% have not met with a counsellor*
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Drop-outs and delays in high school cost billions each year
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Counsellling services online – fragmented and lack of coordination
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Internet: The preferred source for info seeking
* Elevundersøkelsen 2012, U.dir.
Articles and
support info
Educations:
Descriptions
Educations
850
Educational
institutions
70
350
5500
550
550
Occupations:
descriptions
Interviews
Verktøy og annet
Interactive model:
educational system
Examples: teaching
Job compass
practices and models
Grade calculator:
What do you need
Films
Forum for
counsellors
• What do we know about the users of utdanning.no?
Visits each year
2009
2010
2011
2012
1 309 000
1 742 000
2 328 000
2 752 000
2013
2 972 000
January 2014:
More than 20 000 visits shared among app. 17 000 unik visitors
Users
Users
Menn
Men
40%
50% under the age of 19
Kvinner
Women
60%
Counsellors or teachers
Setting up a net-based national career guidance service will give easy access to
counsellors independent from where you live, age, and social status. It gives
the possibility to organise a service with competent counsellors from different
sectors, who share competence and collaborate in physical as well as virtual
teams.
Netguidance
Pilot-project
2013
7 counsellors available on the web
28. January – 15. April 2013
40% part time
Adapted opening hours: Four days a
week, day, afternoon, evenings and
weekends before application deadlines
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Chat
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E-mail
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Published questions and answers
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Supplement to traditional counseling
Outcome:
Reaches out to many
Fair service
Competence and knowledge from different sectors – collaborating
Use of ICT according to national digital strategies
Measurable outcome
Netguidance:
Utdanning.no
+
7 counsellors
=
High quality
guidance
What about:
• Face to face counseling?
• Is this only a matter of economics?
• The local knowledge. Do we centralise the competence?
Evaluation
8 out of 10 very satisified
9 out of 10 recommend this to
others
Majority prefers guidance on-line rather than face to face
There is reason to believe that easy accessible career counselling online helps the users to become more confident in their choices
Counsellors:
• ”I learned a lot from working with the other counsellors in
teams. I used this “new” knowledge in my daily work as
well”
• ” I am surprised how ”close” we came with the users in the
chat. It was as if we were sitting in the same room”
Economics
• High costs related to drop outs and
inappropriate educational choises
• Each drop-out in high school: 900 000 Nok*
• Reduction from 30 to 20% = 5.4 billion Nok
saved
• Suggested model:
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14 full time at headquarter together with utdanning.no
11 part time, not less than 60% position
Part time counselors working in other regions
Competence from different sectors
130 less drop-outs each year = in balance!
Falch, Johannesen, Strøm (2010) : Kostnader av frafall i videregående opplæring. Rapport.
Senter for økonomisk forskning.
Future possibilities
• Traditional career counselling service organized together with an
on-line service – on-line guidance is a good supplement to the
existing
• A antional on-line career counselling service can bridge the
services offered at the institutions
• Will reach out to a broad target group – also those hard to reach
• Internet is the preferred source for info seeking – can we afford not
to?
Coffee/tea, and then after the break:
Competition
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The counselee is contacting
eGuidance:
• When needed and voluntar
• From his og her own premises at a suitable time
• With shared responsibility for the communcation and its flow
• With the possibility and the right to leave the dialoque
• With the possibility and the right to be anonymous
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eGuidance - Channels
• Our channels for counselling:
• Telephone, chat, e-mail, text message, Facebook,
webinar and web page
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Webinar
• A new media in 2013
• A presentation delivered over the Web. Webinars may be a one-way
Webcast in the form of a slide show with audio or an interactive video
conferencing session
• 2014: 19 sessions, 615 participants
• See an example here:
https://c.deic.dk/p8uo35o1jvf/?launcher=false&fcsContent=true&pbMod
e=normal
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From a user’s point of view
• ”even though it was digital, is was still a personal service”
• ”Very good answers, and the other participants asked questions, which I
could also use. There was enough time for everybody”
• ”Really a good way, if you are uncertain about your application”
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Facebook
The users:
• 13.600 likes
• Women 63% - men 37%
The use:
• Advertisement frequently
• Facebook host from 9 am to 9 pm
• Picture of todays host
• Not present picture
• Professional guidance
• Wall: 900 posted messages, 4000 comments each year
• Private and public messages: 500 each year
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Examples from Facebook
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From a user’s point of view
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How do you use eGuidance?
I read, what other users think and
experience. I use that information to
prepare myself on further education
From a counsellor’s point of view
• A new and fast channel
• Challeging to find the right way of communication
• Transparent
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UddannelsesGuiden since 2004
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UddannelsesGuiden – from 1th of
August 2014
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The sceptical voices
• Online counsellors are robots
• eGuidance does not counsel, they inform
• eGuidance does not qualify the choices of career
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Pilot project Norway - Medias in use
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E-mail
Chat
Question and answers
Portal
Questions and answers
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Questions sent via the web site
Answer on e-mail
Asynchronously – answer within ex. 24 hours
Relevant questions and answers edited and posted at the site
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Majority preferred this
Surprisingly: More popular than chat among the youths
Question and answer
Question:
Hi!
I would like to study for ”library knowledge”, distance education. I have not completed high school, but went two
years at business school, and two years at the Industry-academy where I became a network administrator. I have
worked at the library for 26 years.
Do I have enough competence to study “library knowledge”?
Answer from counselor
Hi!
You can read more her om aktuelle studier i bibliotekkunnskap, fjernundervisning.
You need generell studiekompetanse to attend the study. Here you can read more about other ways to gain
studiekompetanse.
The education act gives all that are 25 or older, and who has not completed high school, the possibility to have
their ”linformal” competence considered in relation to their formal educational competence and practice.
They also have the right to complete high school, something which give them the right to study.
Please get in touch with the department for eduction in your county and ask them to consider your informal
and formal competence.
Good luck
Best regards
Name og the counselor
The conversation model
Users:
8 of 10 are very satisfied with the chat they had
with the counsellor
Very satisfied / quite satisfied
Neither satisfied nor dissatisfied
Quite dissatisfied / very disatisfied
Don´t know
Users:
9 of 10 users say they received an answer
to what they asked for
Totally agree /
somewhat agree
Neither agree nor
disagree
90%
2%
Totally disagree /
somewhat disagree
Don´t know
7%
1%
Users:
Guidance via chat has many advantages
Counsellors:
Guidance via net
equalizes the power
relation between the
user and the counselor
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22:55 What would you like to chat about? Psykologist
22:55 Please wait, a counselor will soon join
22:56 Morten: Hello, you are talking to Morten. What can I do for you?
22:57 [email protected]: Hello! I have finished high school with generell studiekompetanse. Is this enough if I want to
study to become a psychologist?
22:59 Morten: You have generell studiekompetanse and can study psychology. How hard it is to attend the study
depends on which university you want to apply for: At UiO and NTNU you need generell studiekomeptanse, while at UiB
and UiT you need to complete a year study in psychology in addition to generell studiekompetanse. This study accepts a
limited number of students and many apply. You need good grades if you like to join this study.
22:59 Morten: Here is a link to utdanning.no where you find more information:
http://utdanning.no/yrker/beskrivelse/psykolog
23:00 [email protected]: Thank you! Is it hard to find a job after i finished the study?
23:02 Morten: Psychologists are attractive within the public health care, and within private firms and organizations.
By the time being it is quite easy for them to find a job.
23:03 Morten: Anything else you would like to ask about?
23:03 [email protected]: I like to apply for the study at UiO. What is the name of the course I have to join to become an
autorized psychologist?
23:05 Morten: Here is a link to the studie at UiO: http://www.uio.no/studier/program/psykologi-profesjon/
23:05 Morten: It is called ”profesjonsstudiet i psykologi”.
23:05 [email protected]: OK and thank you! You have given me the answers I needed.
23:06 Morten: Good luck then!
23:06 [email protected]: Thank you! :)
How does a chat end?
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Yes I will. Thank you for helping me. Bye bye 
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Ok This was all I wanted to know. Thank you and have a nice
weekend 
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Thanks a lot. I wish you a nice evening. Best regards from Gunn Ingrid
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Literature about eGuidance
• eGuidance in Denmark: A new initiative to help more persons into
education http://fivu.dk/en/publications/2013/eguidance-in-denmark-anew-initiative-to-help-more-persons-into-education
• Guidance in Education – the educational guidance system in Denmark
http://fivu.dk/en/publications/2012/guidance-in-education-2013-theeducational-guidance-system-in-denmark
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Literature about digital guidance
• Mihail Iacobs m.fl. (2012): “Good practices in the use of ICT in providing
guidance and counselling”, Institute of Educational Sciences, Bukarest,
http://www.lme.is/doc/1447
• Law Bill (2010): ”Building on what we know – Career learning on the net:
the information”
• http://www.hihohiho.com/newthinking/crlrnintrntbox.pdf
• Hooley, Tristam; Hutchinson, Jo & Watts, A.G. (2010): Careering Through
the Web, UK Commission for Employment and Skills,
http://www.ukces.org.uk/publications/careering-through-the-web
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