E-mail Communication: Issues for Mental Health Counselors

Abstract

In an era where fast, efficient communication is needed, e-mail has emerged. From its beginning in 1971, professionals have used e-mail to communicate—lawyers, counselors, psychologists, and social workers with clients; nurses and physicians with patients. But despite its advantages, e-mail can cause problems. This article discusses both the positive use of electronic communication and the need to address fundamental counseling issues that arise in using it. The article reflects the AMHCA and ACA ethical codes for the use of technology in the counseling relationship. It also looks at e-mail communication between counselor and client with special attention to challenges of which counselors should be aware.

Informal Use of Information and Communication Technology: Adjunct to Traditional Face-to-Face Social Work Practice

“…Anecdotal evidence indicates that email and texting are increasingly accepted informal components of face-to-face practice, while simultaneously generating ethical, legal and professional ambiguity. Potential benefits of email use include facilitating clients' ability to communicate with practitioners (Bradley and Hendricks 2009;Bradley et al 2011), increasing client retention through ongoing contact (Cartwright et al 2005), forecasting issues to create mutually shared goals, and informing practitioners of 'in the moment' feelings (Mattison 2012;Stifel et al 2013). There is a critical need to systematically examine contextual use, benefits and issues related to Informal Intersession ICTs, along with ethical and professional challenges such as confidentiality, security, boundaries and accessibility (Drude and Lichstein 2005;Peterson and Beck 2003).…”

“…ICT use has increased exponentially, as have local and global networks seeking to capitalize on opportunities for learning, entertainment and support (Blais et al 2008). ICTs have led to transformative changes across professions (Bradley et al 2011). Disciplines such as education (Jackson et al 2009), guidance counselling (Wilczenski and Coomey 2006), psychology (Van Allen and Roberts 2011; Zur 2012), and health services and informatics (Koch-Weser et al 2010) have been impacted.…”

The Impact of Electronic Communication and Social Media on Child Welfare Practice

“…Although social workers should always warn clients about privacy and confidentiality issues, limits also need to be set with clients about what is appropriate to discuss via electronic communication. This will help avoid any potential boundary issues that may occur (Bradley & Hendricks, 2009;Bradley, Hendricks, Lock, Whiting & Parr, 2011). Clients should also be informed of how frequently e-mails will be checked and responded to in order to avoid any confusion that may affect the therapeutic relationship (Bradley et al, 2011;Kassaw, 2002).…”

“…This will help avoid any potential boundary issues that may occur (Bradley & Hendricks, 2009;Bradley, Hendricks, Lock, Whiting & Parr, 2011). Clients should also be informed of how frequently e-mails will be checked and responded to in order to avoid any confusion that may affect the therapeutic relationship (Bradley et al, 2011;Kassaw, 2002). In terms of record-keeping, any e-mail communication that could be considered clinical or counseling-related, excluding administrative e-mails, should be printed off and become a part of the client's file as any other document would (Bradley & Hendricks, 2009;Bradley et al, 2011;Kassaw, 2002;Reamer, 2011).…”

The perceived helpfulness of rendering emotional first aid via email

“…The first three reasons are common to all Internet channels of communication and were found to motivate individuals to seek help from this source. The combination of these three characteristics with the ample amount of time for preparing messages is unique to email and can explain its increasing use as a channel for seeking help (Bradley, Hendricks, Lock, Whiting, & Parr, 2011). Women evaluated the responses to their distressful messages as more helpful than men did -a difference that was manifested in both the affective impact and the cognitive contribution of the assistance.…”