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.

Journal: Social Policy and Society

Volume: 17

Issue: 1

Pages: 1-21

eISSN: 1475-3073

ISSN: 1474-7464

DOI: 10.1017/S1474746416000361

Abstract:

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.

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

Source: Scopus

Preferred by: Ann Hemingway

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.

Journal: SOCIAL POLICY AND SOCIETY

Volume: 17

Issue: 1

Pages: 1-21

eISSN: 1475-3073

ISSN: 1474-7464

DOI: 10.1017/S1474746416000361

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

Source: Web of Science (Lite)

Efficacy, outcome and impact of telephone information and advice on welfare: the need for realist evaluation

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

Journal: Social Policy and Society

Publisher: Cambridge University Press (CUP): HSS Journals

ISSN: 1475-3073

DOI: 10.1017/S1474746416000361

Abstract:

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.

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

Source: Manual