Efficacy of Telephone Information and Advice on Welfare: The Need for Realist Evaluation

Authors: Harding, A.J.E., Parker, J., Hean, S. and Hemingway, A.

http://eprints.bournemouth.ac.uk/24343/

Journal: Social Policy and Society

Publisher: Cambridge University Press (CUP): HSS Journals

ISSN: 1475-3073

DOI: 10.1017/S1474746416000361

In the context of increased marketisation in welfare provision, formal information and advice (I&A) is widely assumed to enable users, as consumers, to make informed choices about services, support and care. There is emerging evidence that telephone I&A services represent important ways of providing such services. This article proposes a framework that identifies key areas of focus delineating the efficacy of I&A, which is then used in a comprehensive literature review to critique existing research on outcomes and/or impact of telephone I&A. Existing, predominately quantitative, research has critical weaknesses. There is a lack of adequate contextual focus, understanding agency, and how I&A is used in different contexts to influence causal processes. The article contends that the efficac of I&A is not adequately reported and provides much needed theoretical clarity in key areas, including the desirability of further realist evaluation approaches.

This source preferred by Ann Hemingway

This data was imported from Scopus:

Authors: Harding, A.J.E., Parker, J., Hean, S. and Hemingway, A.

http://eprints.bournemouth.ac.uk/24343/

Journal: Social Policy and Society

Volume: 17

Issue: 1

Pages: 1-21

eISSN: 1475-3073

ISSN: 1474-7464

DOI: 10.1017/S1474746416000361

Copyright © Cambridge University Press 2016. In the context of increased marketisation in welfare provision, formal information and advice (I&A) is widely assumed to enable users, as consumers, to make informed choices about services, support and care. There is emerging evidence that telephone I&A services represent important ways of providing such services. This article proposes a framework that identifies key areas of focus delineating the efficacy of I&A, which is then used in a comprehensive literature review to critique existing research on outcomes and/or impact of telephone I&A. Existing, predominately quantitative, research has critical weaknesses. There is a lack of adequate contextual focus, understanding agency, and how I&A is used in different contexts to influence causal processes. The article contends that the efficacy of I&A is not adequately reported and provides much needed theoretical clarity in key areas, including the desirability of further realist evaluation approaches.

This data was imported from Web of Science (Lite):

Authors: Harding, A.J.E., Parker, J., Hean, S. and Hemingway, A.

http://eprints.bournemouth.ac.uk/24343/

Journal: SOCIAL POLICY AND SOCIETY

Volume: 17

Issue: 1

Pages: 1-21

eISSN: 1475-3073

ISSN: 1474-7464

DOI: 10.1017/S1474746416000361

The data on this page was last updated at 04:57 on May 23, 2019.