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

Harding, A., Parker, J., Hean, S. and Hemingway, A., 2018. Efficacy of Telephone Information and Advice on Welfare: the Need for Realist Evaluation. Social Policy and Society, 17 (1), 1-21.

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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 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.

Item Type:Article
Uncontrolled Keywords:Welfare information and advice ; efficacy ; outcome ; impact; realist evaluation
Group:Faculty of Health & Social Sciences
ID Code:24343
Deposited By: Symplectic RT2
Deposited On:11 Jul 2016 14:23
Last Modified:14 Mar 2022 13:57


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