Efficacy of Telephone Information and Advice on Welfare: the Need for Realist Evaluation. Issue 1 (9th September 2016)

• Record Type: Journal Article
• Authors: Harding, Andrew J.E.; Parker, Jonathan; Hean, Sarah; Hemingway, Ann
• Is Part Of: Social policy and society. Volume 17:Issue 1(2018)
• Page Start: 1
• Page End: 21
• Publication Date: 2016-09-09
• Subjects: Welfare information and advice, -- efficacy, -- outcome, -- impact, -- realist evaluation; Social policy -- Periodicals; 361.6105
• DOI: 10.1017/S1474746416000361
• Languages: English
• ISSNs: 1474-7464

Abstract

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.