Tips from ODSW December 2017:Behavioural Insights and Social Work
Behavioural Insights &
Social work
TWO BRAIN OPERATING SYSTEMS
Traditional economic theory assumes that humans make every decision rationally - we don't.
Rational decisions
Reflective
an
Systemic and
deliberate
anaysis
Automatic
Irrational decisions
Rapid and
instinctive, no
"thinking"
Cognitive biases (automatic thoughts that affect the way we look at things) operate on
the automatic system and influence our behaviour.
EXAMPLES OF APPLICATIONS IN INTERVENTIONS
Psychological Barriers faced by Clients
Job Search
Facilitation
Improving
Hotline
Services
Implications for Designing Intervention
Messaging that comes off as uncaring can
cause clients to associate negative feelings
with job searching. Emphasise clients' strengths and successes to
prevent undesirable emotional associations
from emerging.
Clients may see job search as a passive
activity that is an extension of previous
experiences, and not "salient". Specify clear and achievable goals and give
reminders to keep the message salient.
Clients may be too overwhelmed to absorb the
information presented to them. Design written materials and forms to be clear
and contain positive messaging.
Waiting on the line increases anxiety and
uncertainty. Such highly emotional memories
are more salient, thus clients may not call back. Provide an outgoing message early in the call.
Not explaining the reason for the wait increases
stress. Emotional associations with anxiety
may influence clients' actions later on. Explain that callers are waiting because of
other callers ahead of them. This also helps
reinforce that they are not alone.
Adapted from "Social Insights: Letters by DSW" by Ang Bee Lian, pg 102-108.
Available at https://www.msf.gov.sg/publications/Pages/Social-Insights-Letters-by-DSW.aspx
Created by: MSF Office of the Director of Social Welfare | Dec 2017