Child Protection Web Sites:
New Windows of Opportunity

By: Robert J. MacFadden and Casey Pieterson

Ontario Association of Children's Aid Societies Journal, Volume 41, Number 4, December 1997.

Background

Child protection organizations are currently experiencing transformations that promise to be significant, profound and enduring. Normal frames of reference are being challenged by new technologies that provide opportunities and present significant risks. The Internet is one such fundamental technology that raises important issues for child protection agencies. Should these agencies be using the Internet? Should scarce resources be devoted to establishing a presence on the Internet? What are the questions, issues, and advantages for child protection agencies?

The Internet

The Internet is a global network of computers that connects entities such as individuals, organizations, communities, governments, and corporations with a vast array of resources and each other. The Internet is a worldwide marketplace for facts, opinions, information, products and services. The quality of these resources varies markedly and users need to develop a "caveat emptor" attitude, Given that there are no global standards or regulations governing this system, the Internet currently reflects all the virtues and problems associated with human nature. Why would a child protection agency want to develop a presence on the Internet at this point? This article addresses this question through focusing on Web site development for child protection agencies.

The most popular dimension of the Internet is the World Wide Web (WWW) which is the graphical component of the network. Most browser software (e.g., Netscape, Internet Explorer) permit the user to experience images, pictures, sounds, video, animation and text which can enrich and add flexibility and impact to the information.

The WWW is organized into home pages or web sites which are visited by inputting a specific and unique address or "uniform resource locator " (URL). Most existing human service agencies on the WWW typically present information about the organization and its services. This varies from a few paragraphs to an extensive, multi-paged site. Sites can be found by knowing the address beforehand and typing it into a computer with a browser, modem and access through an "information service provider" (ISP) (e.g., AOL, Compuserve, Bell Sympatico) to the WWW. Specialized software termed, a "search engine" can assist with searching the WWW to find specific names, subjects and keywords. Thus agencies can also be located through using one of these search engines (e.g., AltaVista, Yahoo, WebCrawler). Some search engines offer versions which focus on specific countries (e.g., for Canada, see www.yahoo.ca ).

Developing a home page for a child protection agency requires raising several fundamental questions: What are the objectives or this web site and can this home page meet these objectives? Who are the target groups for this web site? What are the costs of developing and maintaining this web site? How can success of the web site be measured?

Objectives of the web site need to relate to the agency's mission and mandate. How does this web site help to realize these specific goals? As examples, child protection organizations may wish the web site to: raise awareness of the agency within the community; address information requests from sources such as students, clients, funders and other agencies; promote fundraising; enhance volunteer and foster recruitment; provide a wide range of easily accessible information resources to staff to enhance services (see Kardas & Milford, 1996); promote better communication within the agency and among important constituencies. Other objectives might include: providing a forum for foster parents and staff to provide support and discuss issues; permitting children-in-care to use the site to access educational and entertainment resources and to connect with each other and the world more broadly. The site might also include a database that would permit matching of agency resources with children's needs and access to a province-wide alert system for contentious cases, access to a nationwide missing children's database (MacFadden et al., 1996) government or network resource libraries and a job posting resource centre (MacFadden and Pieterson, 1993).

A web site is a like a window into the agency and its services. It projects messages about the staff, resources, services, organizational values and vitality, professionalism, and the degree to which visitors are welcome. A properly designed and enhanced web site can become the hub or central organizer for most of the agency's functions and services. Internally, it can provide staff with performance support resources through an Intranet (e.g., online policy manuals, child development norms, contact numbers for other agencies, detail about cases, children's photos, committee reports) and staff could access resources externally (e.g.,medical reference sources, communication with experts, child placement resources, current research in child abuse and neglect, listings of abuse support groups). Web sites typically contain addresses of other sites embedded within the text and these are usually underlined. These are called hyperlinks or hotlinks which form stepping stones or jumping points for users who wish to explore the topics or sites. Bouncing from hotlink to hotlink is what is referred to as "surfing" on the WWW. These hotlinks greatly enrich web sites and are usually focused on information and sites directly related to the objectives of the site.

One central question in web site development is who are the target groups? Within a child protection agency's target groups might include: staff, supervisors, managers, children and their families, funders, foster parents, community agencies, community members, community professionals, as examples. Knowing your target groups permits these groups to be involved in the design of the site. What would be useful for them? What types of functionality (e.g., databases, E-mail, records, specific information, hotlinks) would be desirable? The target group might also determine the style and content of the site. As an example, a site devoted to fundraising might contain less extensive detail, more pleasant images, more motivational rationale, an increased number of contact points with the agency, than a site designed essentially for staff. A site designed for younger children would likely be simpler in content, pleasantly coloured with extensive images, and might contain interactive features such as a colouring book.

In practice, child protection sites are frequently directed at several target groups. A front page introduces the site, and users can jump to different sections that can be designed to meet the needs of specific target groups. As an example, visit the OACAS site where links to other agencies are listed.

There are several options regarding the type of web site created. An Intranet solution is possible which involves installing the web site on the agency's server for internal use only by staff. Beyond staff time, cost is minimal but you are not on the Internet which is a serious limitation. Your intranet site is ideal for placing agency policies, procedures and other internal documents and reference materials on-line.

A second option is a personal dial-up account with your ISP. Most ISPs offer 5-10 megabytes of disk space for this purpose. Beyond staff time, the costs will not exceed the costs of your personal account. You may also need to have several additional dial up accounts for staff in the agency who require unique E-mail addresses. This places the site on the WWW, but your site address is not linked to your agency name and you will likely have limited web server functionality. This low cost solution is acceptable where dollars are restricted and it does create a web presence.

A third option is a virtual web site. This involves using your ISP's virtual web site services. This option provides the advantage of linking an agency name with the web site thus providing a stronger identity and visibility. However, your web site functionality is limited by the ISP's policies regarding the use of CGI, Java and other interactive programming languages. This modest option is acceptable where funding is limited but a strong agency identity on the Internet is important.

The fourth and final option is an on-site, web site. This is where the web site is installed directly on an agency server and is linked to an ISP. Many larger ISPs offer this service and monthly rates vary. This option provides a strong presence and identity on the WWW, the potential for much greater web server functionality, complete agency control over the web site, access to the Internet as a means for sending out E-mail to other external agencies without the need for numerous dial-up accounts and internal distribution of the WWW to staff where appropriate. It also requires more in house expertise and staff time.

Creation of a web site demands knowledge of Hypertext Markup Language (HTML) which is a relatively straightforward scripting language. There is special software to simplify web site construction (e.g., Microsoft Front Page; Hot Metal Pro) but some knowledge of HTML is required to problem solve and upgrade. More skill is needed in the actual design of the site that typically involves graphics, text, images, E-mail capabilities and sometimes databases, visitor books and questionnaires. Creative use and combination of structure, colour, images and text is an essential part of the style and message that the site projects. As an example, some sites develop a metaphor to organize the content. A hostel for youth might project a street metaphor on its site, with library, arcade, police station, church, school, hospital and drop-in centre to organize its services and information. Agencies could chose to develop their own sites or contract out part or all of the construction. Ongoing maintenance and enhancement could be concluded in-house or through the developers or other web support services.

Child protection agencies need to assess the costs of developing and maintaining a web site. Costs are associated with planning and design, construction and implementation, content management and maintenance and ongoing staff training. Since the WWW is graphical, agencies that are currently text-based would need hardware upgrading to become windows-based. The agency would also need to contract with an ISP who would provide web site space on its server and connection time with the Internet. The costs would vary with the extensiveness of the site. Some child protection agencies have simple sites or are simply identified as part of a community services' listing on a general community site.

Other child protection agencies have their own web server, with multiple pages and extensive sites that are updated daily or weekly. Such agencies are also building intranets which are internal networks, accessed by the same browser. An intranet can link the staff member with reference resources, databases, the agency information system and records, E-mail and enable groupware functions such as shared appointment books, electronic whiteboards and group document creation.

Cost issues relate directly to the success of the web site. Success is determined by the extent to which the site achieve: the agency's objectives as discussed previously. How cost effective is a web site? In some cases, success might be determined by assessing factors such as the number of requests for information about the agency processed through, the site; the number of visitors viewing the site; the use of the site by the particular constituency such as staff members and formal assessment of the site by these constituencies; the number of volunteers or foster parents obtained through the site. Counters can be placed to determine how many users visit the site and view particular sections within the site.

Agencies might decide to distribute important documents. through the site which would be costly to produce and distribute in a normal fashion. The number of requests for this document that could be serviced through the site might be one indicator of cost effectiveness. Another function possible through the web site is on-line completion of surveys or questionnaires. An agency might assess the cost-savings of this type of research compared with traditional) forms in conjunction with other issues such as representativeness of the sample.

Given that the WWW is still a relatively new phenomenon, there are a number of issues to consider. Providing access to staff may be costly, depending on the current stage of computerization of the agency. Some constituencies may not be able to afford access or be interested (e.g., clients, other community organizations). How does this disadvantage certain community and agency groups?

The quality of the information on the Internet varies greatly and requires careful review regarding accuracy, credibility and ownership. Since there is no monitoring or regulation of the Internet, there are web sites that promote immoral and illegal activities. Indeed, use of the Internet by pedophiles and pornographers, as examples, runs counter to societal and child welfare values and could promote the types of abuse that child protection addresses.

Some agencies might be concerned that some staff may spend their day surfing the Internet, even though the same argument could be made concerning personal use with a simpler technology- the telephone. Given that our society is gradually becoming connected to the Internet, is there enough critical mass to justify the investment in a web site for a child protection agency at this point? The global reach of the agency's web site provides some interesting new dilemmas. Most child protection agencies have strictly defined geographical boundaries. The WWW essentially eliminates these boundaries. Information and use of the web site would now be available to virtually anyone who visits. How should agencies and funders react to this new reality? Is it an opportunity or a threat? Should agencies spend resources on providing information to people who are not traditionally part of their mandate or who don't provide funding for their services?

Security of sensitive data is another issue of concern. It is crucial that identifying information be protected from unauthorized access. If the agency has enabled outside access of records through the web site, as an example, provision needs to be made for secure access. Typically, the sign-on includes special ID and passwords to ensure the identity of the user. These systems are usually quite secure, but anything that is developed by humans can conceivably be circumvented by humans. An agency can also experience a physical break-in and lose records. If the break-in is electronic, however, there is a greater potential for more damage to occur.

There are some clear advantages to having a presence on the WWW. No single agency could afford to provide the range and depth of information resources that the W\MN provides. While caution needs to be exercised re: sources and content, there are some useful sources of information and consultation for child protection workers including: the Child Welfare Research Institute in Los Angeles, California http://www.childwelfare.com/; The Canadian Child Welfare Home Page http.//www geocities.com/Athens/Forum/8377/; The Scan Program at the Hospital for Sick Children in Toronto http.//www sickkids on.caMSCWeb/SCAN/SCANproHomePage.HTML; and the Child Welfare League of Canada http:/infoweb.magi.com/~cwlc/. If the WWW is provided to staff in a flexible, simple and convenient manner, ongoing practice and decision-making could be significantly improved. Medical, psychological, legal and other types of sources can be accessed via powerful search engines. Agencies could develop and maintain the addresses of these sources as hyperlinks which can be reached quickly. The global stance of WWW provides a worldwide perspective and can enhance knowledge, communication and collaboration. Large social work sites exist which contain a wide range of topics, subjects and WWW addresses through hotlinks (see Web Resources for Social Workers http : www.colostate.edu/Depts/SocWork/webstuff.html; Computer Uses in Social Services http://www.uta.edu/cussn/cussn.html; and Social Work and Social Service Web Sites http:.//128. 252. 132.4/websites.html).

Access to the web site by the agency's constituencies is time and place independent. Staff can perform work including transferring files, accessing mail and reports from home and other remote sites. This can occur at anytime of day and from anywhere in the world as long as the user is linked to the Internet. Similarly, training can be delivered via the web site, based on the learner's needs and availability. Agencies can share this training across the network through permitting access to the training parts of the web site. Traditional functions such as fundraising could be enhanced using an agency web site. Jamieson ( 1996) suggests a virtual fundraising area and agency boutique where merchandise that supports the mission of the agency might be sold. This might include tickets to upcoming events, sweatshirts, and possible agency publications. Increasingly, child protection umbrella groups and associations are establishing web sites to service member organizations. In Ontario, the OACAS has developed an extensive web site which is directed primarily at its network of child protection agencies to promote resource and information sharing, communication, committee work and sharing reference materials and training. The web site also provides information to more general audiences about the child protection network in Ontario, child abuse in general, and relevant links to worldwide sources (The Ontario Association of Children's Aid Societies http:,/www.oacas.org.) Increasingly, child protection agencies will need access to the WWW to participate in network activities and share valuable resources.

Access to the Internet and WWW has progressed beyond computers to include new advances in television, paging and telephone technologies. While there may always be groups of the "digitally homeless" (Negroponte, 1995) which needs to be taken seriously, increasingly more child protection constituencies will become wired into this global network. With critical mass, will come increased functionality. As one example, the Ontario Association of Residences Treating Youth (OARTY) is constructing a computerized resource matching system to enable child protection agencies and other professionals to quickly locate and select a residential placement for a child. This will be accessed through the WWW from a special web site. The Web is becoming a central conduit for establishing a presence on the Internet and fostering communication.

Virtual communities (McLellan, I 997) and human service cyber communities are already emerging (Geocities http:/www.geocities.com; The Community Resource Centre for Canada http://wind.web.net/resource.htm) and it is possible that virtual multi service centres which include child protection will form and offer various services via the WWW. Indeed, it is likely that the WWW will promote new groupings, collaboration and identities for child protection agencies. Given the heavy reliance of child protection on the courts, hospitals, medical, police and social services, the presence of these services on the WWW offering useful information and quick, reliable communication would likely be welcomed by the child protection community.

Child Protection agencies will also develop intranets within their own agencies. Using the "internet metaphor" and browser technology, Child protection agencies will place their own reference materials, policies and procedural documents on-line for staff to quickly access and view. These technologies are also being explored for document management and case management systems. Special versions of search engines such as AItaVista (http://www.altavista.digital.com) can now search an agency's database and local hard drives as well as the WWW. Child protection workers can use the same, familiar browser screen to search globally or internally.

In summary, as child protection agencies continue to establish their presence on the WWW, new windows of opportunities and related concerns arise. Mission critical organizations such as child protection agencies cannot afford to ignore this technology. If it can provide timely decision support resources to workers and has the potential to enhance services to children and families.

References

Jamieson, D. ( 1996). NPO webmaster. Toronto: Hilborn Interactive, Inc. Kardas, E. P., & Milford, T. ( 1996). Using the Internet for social science research and practice. CA: Wadsworth Publishing Company.

MacFadden, R., Carlson, R., Firbank, O., Sieppert, J. ( 1996). In Steyaert, J Columbi, D., & Rafferty, J. (Eds.). Human service and information technology: An international perspective (pp.71-82). Eng: Stakes.

McLellan, H. ( 1997). Creating virtual communities via the Web. In Badrul Khan, (Ed.). Web-based instruction (pp. 185- 190). NJ: Educational Technologies Inc.

Negroponte, N. ( 1995). Being digital. NY: Alfred A. Knopf. MacFadden, R., and Pieterson, C. ( 1993). CASnet: Linking agencies electronically. Computers in Human Services, Vol. 10( 1 ), 5I -53.

Robert MacFadden and Casey Pieterson
ontario association of children's aid societies
oacas journal - December 1997
volume 41, number 4