Stimulating the problem-solving abilities of users in an online environment. A study of a Dutch online social casework intervention

Abstract

Despite the growing interest of users in online services, social workers are still reluctant to offer their services in an online environment. Moreover, little is known about online working methods and their contribution to an effective online session. This paper reports on the findings of a Dutch case study of the online intervention "Clickforhelp". The first aim of this paper is to explore whether social workers believe that they are able to stimulate the problem-solving abilities of the users in an online working environment. The analysis pertaining to this question was based on the results of a qualitative online survey completed by 26 online social workers. The second aim is to examine how social workers implement the five essential components of a solution-focused approach in a chat and email environment. A qualitative content analysis of 50 online cases was carried out based on analytical questions derived from the problem-solving method. The findings illustrate that the social workers of "Clickforhelp" believe that they are able to stimulate the problem-solving abilities of users in an online environment, but prefer a face-to-face setting. They rarely implement all five components of a solution-focused approach. They predominantly stimulate the self-esteem and the power position of the user, while relatively little attention is given to the strengths of the user and the social support system. Neither do they translate the problem-solving process into concrete and achievable steps or evaluate the progress and the user's experience. It is necessary to further develop knowledge relating to online working skills and methods.

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