Extending client-centered support: Counselors’ proposals to shift from email to telephone counseling

Harris, Jessica, Danby, Susan J., Butler, Carly W., & Emmison, Michael (2012) Extending client-centered support: Counselors’ proposals to shift from email to telephone counseling. Text and Talk, 32(1), pp. 21-37.

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The availability and use of online counseling approaches has increased rapidly over the last decade. While research has suggested a range of potential affordances and limitations of online counseling modalities, very few studies have offered detailed examinations of how counselors and clients manage asynchronous email counseling exchanges. In this paper we examine email exchanges involving clients and counselors through Kids Helpline, a national Australian counseling service that offers free online, email and telephone counseling for young people up to the age of 25. We employ tools from the traditions of ethnomethodology and conversation analysis to analyze the ways in which counselors from Kids Helpline request that their clients call them, and hence change the modality of their counseling relationship, from email to telephone counseling. This paper shows the counselors’ three multi-layered approaches in these emails as they negotiate the potentially delicate task of requesting and persuading a client to change the trajectory of their counseling relationship from text to talk without placing that relationship in jeopardy.

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20 citations in Scopus
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11 citations in Web of Science®

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ID Code: 46967
Item Type: Journal Article
Refereed: Yes
Funders: ARC
Keywords: Ethnomethodology, young people, online counseling, email counseling, helplines, modality shifts, conversation analysis, Australia, Kids Helpline, counselling
DOI: 10.1515/text-2012-0002
ISSN: 1860-7330
Subjects: Australian and New Zealand Standard Research Classification > EDUCATION (130000) > SPECIALIST STUDIES IN EDUCATION (130300) > Educational Counselling (130305)
Australian and New Zealand Standard Research Classification > LANGUAGES COMMUNICATION AND CULTURE (200000) > LINGUISTICS (200400) > Discourse and Pragmatics (200403)
Divisions: Current > Research Centres > Office of Education Research
Current > QUT Faculties and Divisions > Faculty of Education
Past > Institutes > Institute for Creative Industries and Innovation
Current > Schools > School of Early Childhood & Inclusive Education
Copyright Owner: Copyright 2011 De Gruyter Mouton
Copyright Statement: The final publication is available at www.degruyter.com
Deposited On: 14 Nov 2011 04:02
Last Modified: 14 Mar 2017 22:32

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