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When organizations want to understand how customers feel about a product, one option is to comb through all publicly posted sentiments, reviews and surveys using sentiment analysis.
The same tactic can be used in the workplace. By tapping sentiment analysis using employee surveys, work communications and comments in public spaces such as Glassdoor, leaders can dig into key themes to help them better understand certain issues, especially around non-inclusive terminology or language being used in the workplace, said Rob Catalano, co-founder and chief engagement officer at WorkTango, an employee experience software platform that also uses sentiment analysis internally.
Sentiment analysis is also helpful at monitoring employee mental health. “Whether surveys are explicitly about health and wellness or broader pulse and engagement surveys, it’s a simple way to understand what is on the mind of employees and flag potential issues or identify opportunities,” Catalano said.
Monitoring Mental Health in the Workplace
Supporting employees and their mental health is both a retention and a talent acquisition tool. According to employee wellbeing company Limeade's The Science of Care, 60% of workers who felt cared for reported that they plan to stay with a company for three or more years, compared to 7% of those who didn’t feel cared for. Additionally, 90% of people who feel valued by their employer are likely to recommend that others work for the organization.
With mental health issues and awareness becoming a differentiator in employer branding, companies are seeing value in understanding how to more proactively support mental wellness strategies. This can be as pragmatic as understanding the mental health benefits that employees want to see in future health plans, Catalano said.
Sentiment analysis can also be used to evaluate the effectiveness of employee assistance programs (EAPs), said Louis Carter, founder and CEO of Best Practice Institute. By analyzing anonymized and aggregated data from EAP interactions, organizations can assess the sentiment expressed by employees seeking support and understand the impact of these programs.
The technology can even identify early warning signs of potential mental health issues among employees. “By establishing baselines for sentiment and monitoring deviations, organizations can proactively identify individuals who may require additional support or intervention,” Carter said.
Related Article: How Data-Driven Mental Wellness Gets Results
Effectively Supporting Employees
Once the information is analyzed and the data shows that an employee is showing signs of a potential mental health issue, leaders should be intentional in how they approach the situation.
“The results of sentiment analysis must be handled with sensitivity and used as a starting point for further assessment and personalized support, rather than as a definitive diagnosis of mental health conditions,” Carter said.
Every employee situation is unique, and it is a must to “approach each case individually and adapt support strategies based on the specific needs and preferences of the employee,” Carter said.
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He recommends taking the following steps:
- Treat the matter with respect for the employee's privacy: Remember that mental health is a personal and sensitive topic, and it should be handled confidentially.
- Communicate with empathy: Create a safe and non-judgmental space for them to share their experiences or concerns if they feel comfortable doing so.
- Provide resources: Offer information and resources related to mental health support within and outside the organization. This may include EAPs, counseling services, mental health helplines or wellness initiatives.
- Encourage professional help: Provide them with information on how to find qualified therapists, counselors or mental health professionals, or assist in connecting them with appropriate resources.
- Offer flexibility and accommodations: Assess if there are adjustments that can be made to support the employee's wellbeing and alleviate stress, such as flexible work hours or a reduced workload.
- Follow legal and ethical guidelines: Ensure compliance with data protection regulations when handling sensitive employee information related to mental health.
- Train managers and supervisors: Educate managers and supervisors on recognizing mental health warning signs, how to respond empathetically and where to access the available support resources.
While sentiment analysis can provide valuable insights, it should be used as a tool alongside other supportive measures, Carter said, “and there should be careful attention to corporate social responsibility and ethics.” Employee privacy and confidentiality should be top of mind.
Related Article: Can Wellness Initiatives Wipe Out Employee Stress?
Analyzing the Ethics
Like many companies, WorkTango prioritizes the confidentiality of its staff, especially when it comes to sentiment analysis for mental health.
According to Catalano, if an employee at WorkTango is struggling with mental health, one approach that the company uses to solicit a healthy conversation is to offer that the employee remains anonymous. The WorkTango platform enables HR or executives to conduct “confidential conversations,” allowing employers to follow up on any concerning comments, suggest solutions and continue the conversation without the employee worrying about their identity being revealed.
One area of ethical concern is around the difference between gathering insight through unsolicited feedback, versus proactively soliciting employee feedback. While analysis of solicited feedback is to be expected, “many companies shy away from the unsolicited nature of analyzing feedback, given it is perceived as an ethical ‘gray area,’” Catalano said.
Consent to use employee data should be at the forefront of sentiment analysis. Best Practice Institute’s Carter stressed that “companies must obtain informed consent from employees before analyzing their written communications or personal data.” Clear and transparent communication should be provided regarding the purpose, scope and potential impact of sentiment analysis.
Additionally, data should be handled securely and confidentially. Employees must be informed about the use of sentiment analysis and have avenues for raising concerns or seeking clarification. Anonymization and aggregation techniques should be employed to minimize the risk of individual identification, and companies must be compliant when it comes to data protection regulations, such as GDPR or other applicable laws.
Related Article: Mending the Disconnect Between Well-Being Efforts and Results
No Silver Bullet
The experts remind us that the primary focus of sentiment analysis must be to support employee wellbeing and not surveillance. Any insights obtained through sentiment analysis should be used as a starting point for offering support, resources or interventions to promote mental health, as opposed to punitive measures.
But bear in mind that sentiment analysis can be flawed when capturing the complexity and nuance of human emotions accurately. “For example, contextual understanding, sarcasm or cultural differences can pose challenges for sentiment analysis algorithms,” Carter said.
Companies should consider limitations and the potential for misinterpretation, and there should be regular evaluation and monitoring of the impact and effectiveness of sentiment analysis in monitoring mental health. Organizations should also consult with legal experts, HR professionals, licensed mental health practitioners and data ethics specialists to navigate the ethical complexities.
While sentiment analysis is one way to monitor the mental health of a team, efforts to prevent crises should also be a priority. Any organization seeking to support the mental health of its workforce should start by fostering a supportive work culture that prioritizes mental health and wellbeing.
“Encourage open communication, destigmatize mental health conversations and provide resources for mental health education and self-care,” Carter advised, adding that wellness programs, mindfulness activities and initiatives that promote work-life balance all help in creating a healthy workplace.