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Rediscovering uncertainty in social work : The case of anonymous text-based encounters online

Thell, Nataliya LU ; Scaramuzzino, Gabriella LU and Martinell Barfoed, Elizabeth LU (2025) In European Journal of Social Work
Abstract
Uncertainty has long been discussed in social work as an inherent element of professional practice. The present paper extends this discussion into the realm of digital social work. It reports a study of anonymous text-based online counselling provided by the social services in Sweden. We explore what kind of uncertainty is evoked when social workers respond to anonymous users through online platforms, and how this uncertainty is related to the constraints of Internet- and text-based communication. Three dimensions of uncertainty were identified: interactional, professional and relational. We argue that the use of new technologies creates new conditions for conducting social work, which challenge the traditional professional role.... (More)
Uncertainty has long been discussed in social work as an inherent element of professional practice. The present paper extends this discussion into the realm of digital social work. It reports a study of anonymous text-based online counselling provided by the social services in Sweden. We explore what kind of uncertainty is evoked when social workers respond to anonymous users through online platforms, and how this uncertainty is related to the constraints of Internet- and text-based communication. Three dimensions of uncertainty were identified: interactional, professional and relational. We argue that the use of new technologies creates new conditions for conducting social work, which challenge the traditional professional role. Therefore, when working online, social workers need to be trained not only in how to use technology but also in how to communicate with a client under the specific conditions of an anonymous, text-based encounter online. (Less)
Please use this url to cite or link to this publication:
author
; and
organization
publishing date
type
Contribution to journal
publication status
epub
subject
keywords
social services, digitalisation, uncertainty, online counselling, anonymity
in
European Journal of Social Work
publisher
Taylor & Francis
ISSN
1369-1457
DOI
10.1080/13691457.2025.2535318
project
Social guidance on the Internet: professional challenges, strategies and practices
language
English
LU publication?
yes
id
edb438b6-23c2-4d18-a9d6-e6fad04db469
date added to LUP
2025-08-04 11:36:52
date last changed
2025-08-05 10:28:31
@article{edb438b6-23c2-4d18-a9d6-e6fad04db469,
  abstract     = {{Uncertainty has long been discussed in social work as an inherent element of professional practice. The present paper extends this discussion into the realm of digital social work. It reports a study of anonymous text-based online counselling provided by the social services in Sweden. We explore what kind of uncertainty is evoked when social workers respond to anonymous users through online platforms, and how this uncertainty is related to the constraints of Internet- and text-based communication. Three dimensions of uncertainty were identified: interactional, professional and relational. We argue that the use of new technologies creates new conditions for conducting social work, which challenge the traditional professional role. Therefore, when working online, social workers need to be trained not only in how to use technology but also in how to communicate with a client under the specific conditions of an anonymous, text-based encounter online.}},
  author       = {{Thell, Nataliya and Scaramuzzino, Gabriella and Martinell Barfoed, Elizabeth}},
  issn         = {{1369-1457}},
  keywords     = {{social services; digitalisation; uncertainty; online counselling; anonymity}},
  language     = {{eng}},
  month        = {{08}},
  publisher    = {{Taylor & Francis}},
  series       = {{European Journal of Social Work}},
  title        = {{Rediscovering uncertainty in social work : The case of anonymous text-based encounters online}},
  url          = {{http://dx.doi.org/10.1080/13691457.2025.2535318}},
  doi          = {{10.1080/13691457.2025.2535318}},
  year         = {{2025}},
}