Date
2012-09Publisher
Employee Assistance Society of North AmericaPeer Reviewed
YesType
Article
Metadata
Show full item recordAbstract
With individuals’ increasing comfort with technology, and demand to access services when and how they choose, many services including clinical ones are moving online. As individuals adapt to an ever-changing world, they expect their service providers to also keep pace with these changes. This report examines the impact of First Chat, a secure, synchronous, live counselling chat tool used to provide clients with immediate clinical support in an EAP setting. First Chat is a solution- focused, clinical consultation that helps a client address issues of immediate concern under the guidance of a trained clinical counsellor. Our staff collected data from a sample of 407 chats taken from the period of December 5, 2011 to January 31, 2012. We also measured the level of client satisfaction on post-chat surveys collected from 95 randomly-selected chats. In addition, client age and sex were then compared against normative utilization data from the suite of Shepell·fgi EAP support services for 2011.Description
Main Research ArticleCitation
Veder, B., Torino, S., Beaudoin, K., & Zhao, M. (2012). Attracting new EAP users through online text-based chat services. EASNA Research Notes, 3(2), 1-5.Series/Report No.
EASNA Research Notes;Volume 3 - Number 2Keyword
Online text-based chat servicesFirst Chat
synchronous online consultation
live chat
clinical consultation
Employee assistance programs
Identifier to cite or link to this item
http://hdl.handle.net/10713/5138The following license files are associated with this item:
- Creative Commons
Except where otherwise noted, this item's license is described as https://creativecommons.org/licenses/by-nc-nd/4.0/