The Use of Communication Channels in the Administrative and Professional Activities of Social Service Centers

Oksana Mikheieva; Yurii Duma

doi:10.23925/2178-0080.2025v26iSI.72908

Autores/as

Oksana Mikheieva Department of Social Education and Social Work, Faculty of Sociology and Social Policy, Dragomanov Ukrainian State University https://orcid.org/0000-0002-8358-3840
Yurii Duma Department of Social Education and Social Work, Faculty of Sociology and Social Policy, Dragomanov Ukrainian State University https://orcid.org/0009-0007-0395-4052

DOI:

https://doi.org/10.23925/2178-0080.2025v26iSI.72908

Palabras clave:

Digitalization of the social sphere, centers of social services, digital communication channels, administrative activities, digital divide

Resumen

Digital transformation in the social sphere demands a revision of communication practices in social service centers, particularly under decentralization and growing service accessibility needs. This study examines digital channels in the administrative work of territorial community social service centers, based on an online survey of specialists and content analysis of responses. Findings show email dominates communication across all communities, while mobile apps and chatbots are rarely used in rural or small settlements. Large urban communities are more digitally advanced than less resourced areas. Barriers include insufficient staff training, technical inequality, and weak management support. The digital divide hampers interaction with elderly, disabled, and rural populations. Results can guide adaptive strategies for digital transformation in diverse community contexts.

Biografía del autor/a

Oksana Mikheieva, Department of Social Education and Social Work, Faculty of Sociology and Social Policy, Dragomanov Ukrainian State University

Associate Professor, PhD in Pedagogical Sciences, Head of the Department of Social Work at the Mykhailo Drahomanov Ukrainian State University. Her research interests include socio-pedagogical work with families, social rehabilitation practices, and the professional training of social workers. Her current research focuses on the socio-pedagogical field.

Yurii Duma, Department of Social Education and Social Work, Faculty of Sociology and Social Policy, Dragomanov Ukrainian State University

PhD candidate (third-cycle higher education student) at the Mykhailo Drahomanov Ukrainian State University. His research interests include communication activities of social workers, communication channels, and their effective use in the professional practice of social work. His current research is focused on social work.

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