Understanding Online Disclosure. A triangular multi-method research concept on anonymous chat help in primary care

Online help in primary care has become popular in primary care. To research the impact of this new technology, new research methods have to be developed. A triangular research design was developed that combines three... [ view full abstract ]

Online help in primary care has become popular in primary care. To research the impact of this new technology, new research methods have to be developed. A triangular research design was developed that combines three perspectives on anonymous and once-only chat help. By combining online surveys of service providers, online surveys of service users and chat transcript analysis of anonymous chat help sessions, a triangular analysis of chat help is made possible. Through this challenging combination of research methods, the characteristics, quality and impact of chat help were analysed in two projects on 5 major Flemish primary care service providers.

The results of an online survey of 289 chat users and an online survey of 193 service providers, right after their chat session, were combined. Furthermore, the analysis of 114 chat transcripts, that could be partially to survey results, made it possible to understand a chat help session from three, otherwise hidden, perspectives, allowing for a unique understanding of the power and vulnerabilities of chat help.
 
A new work method for online helpers, help organisations and social work education was developed in order to structure the innovative use of e-help in primary care. This method is currently being implemented by all major chat help organisations in Flanders. Translations of the help method have been made and can be found here http://digitalyouthcare.eu/article/chdvice-guide-manual-first-line-online-counselling for example.

This unique triangular and mixed method research design made it possible to make the leap from practice-based research to new method development. However, this proved to be challenging because of (1) the impossibility to sample anonymous chat help users by chance; (2) the difficult integration of qualitative and quantitative research results; (3) the tension between current practices and new, but practice-based, work methods; and (4) the transformation of research conclusions into social work methods.