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

Auteurs

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

Mots-clés :

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

Résumé

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.

Bibliographies de l'auteur

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.

Références

Aasback, A. W. (2022). Platform social work: A case study of a digital activity plan in the Norwegian Welfare and Labor Administration. Nordic Social Work Research, 12(3), 350–363. https://doi.org/10.1080/2156857X.2022.2045212

Afrouz, R., & Lucas, J. (2023). A systematic review of technology-mediated social work practice: Benefits, uncertainties, and future directions. Journal of Social Work, 23(5), 953–974. https://doi.org/10.1177/14680173231165926

Afzal, M., & Panagiotopoulos, P. (2024). Coping with digital transformation in frontline public services: A study of user adaptation in policing. Government Information Quarterly, 41(4), 101977. https://doi.org/10.1016/j.giq.2024.101977

Balogun, A. K., Dada, S. N., Kazeem, O., & Bakare-Adesokan, K. A. (2025). Integrating telehealth services in social work practice for vulnerable groups. World Journal of Advanced Research and Reviews, 25(1), 1984–1991. https://doi.org/10.30574/wjarr.2025.25.1.0248

Banks, S., Bertotti, T., Forlenza, D., Gemara, N., Reimer, E., Segal, M., Shears, J., Sobočan, A. M., Strom, K., Úriz, M. J., & Yamaguchi, M. (2025). Slow ethics in an age of fast technology: The ethical implications of Industry 4.0 for social work. Ethics and Social Welfare, 19(2), 137–155. https://doi.org/10.1080/17496535.2025.2512949

Batsurovska, I., Dotsenko, N., Gorbenko, O., & Kim, N. (2021). The technology of competencies acquisition by bachelors in higher education institutions in the conditions of the digital media communication environment. In ICNTLLSC-2021 International Conference on New Trends in Languages, Literature, and Social Communications. https://doi.org/10.2991/assehr.k.210525.025

Haug, N., Dan, S., & Mergel, I. (2023). Digitally induced change in the public sector: A systematic review and research agenda. Public Management Review, 26(7), 1963–1987. https://doi.org/10.1080/14719037.2023.2234917

Henze-Pedersen, S., & Kirkegaard, S. (2024). Digital communication and child participation in child welfare services: A scoping review of potentials and challenges. European Journal of Social Work, 28(2), 300–312. https://doi.org/10.1080/13691457.2024.2353854

Hyland-Wood, B., Gardner, J., Leask, J., & Ecker, U. K. H. (2021). Toward effective government communication strategies in the era of COVID-19. Humanities and Social Sciences Communications, 8, 30. https://doi.org/10.1057/s41599-020-00701-w

Jeyasingham, D., & Devlin, J. (2024). Hybrid and digitally mediated practice in child and family social work: Impacts on more and less experienced practitioners’ communication, relationships, sense-making and experiences of work. The British Journal of Social Work, 54(5), 2163–2180. https://doi.org/10.1093/bjsw/bcae025

Kaihlanen, A.-M., Laukka, E., Nadav, J., Närvänen, J., Saukkonen, P., Koivisto, J., & Heponiemi, T. (2023). The effects of digitalisation on health and social care work: A qualitative descriptive study of the perceptions of professionals and managers. BMC Health Services Research, 23(1), 714. https://doi.org/10.1186/s12913-023-09730-y

Kozica, B., & Malmberg-Heimonen, I. (2025). Factors and consequences of information and communication technologies in social work practice: A literature review. European Social Work Research, 3(1), 86–103. https://doi.org/10.1332/27551768Y2025D000000030

Løberg, I. B. (2021). Efficiency through digitalization? How electronic communication between frontline workers and clients can spur a demand for services. Government Information Quarterly, 38(2), 101551. https://doi.org/10.1016/j.giq.2020.101551

Madsen, C. Ø., Lindgren, I., & Melin, U. (2022). The accidental caseworker: How digital self-service influences citizens' administrative burden. Government Information Quarterly, 39(1), 101653. https://doi.org/10.1016/j.giq.2021.101653

Marković, D. (2024). Digital social work or e-social work? Towards social work in a digital environment. SHS Web of Conferences, 184, 05005. https://doi.org/10.1051/shsconf/202418405005

Mikheieva, O. (2018). Characteristics of social work with military families. Scientific Journal of the National Pedagogical Dragomanov University. Series 11: Social Work. Social Pedagogy, 25, 44–50. http://nbuv.gov.ua/UJRN/Nchnpu_011_2018_25_9

Mikheieva, O. (2021). Social pedagogy (lecture course). National Pedagogical Dragomanov University. http://enpuir.npu.edu.ua/handle/123456789/39003

Nordesjö, K., & Scaramuzzino, G. (2023). Digitalization, stress, and social worker–client relationships during the COVID-19 pandemic. Journal of Social Work, 23(6), 1080–1098. https://doi.org/10.1177/14680173231180309

Oude Geerdink, E., Sewdas, R., van Kempen, H., van Weeghel, J., Anema, J. R., & Huysmans, M. A. (2023). Experiences and needs of welfare benefit recipients regarding their welfare-to-work services and case workers. BMC Health Services Research, 23, 990. https://doi.org/10.1186/s12913-023-09954-y

Pascoe, K. M. (2022). Remote service delivery during the COVID-19 pandemic: Questioning the impact of technology on relationship-based social work practice. The British Journal of Social Work, 52(6), 3268–3287. https://doi.org/10.1093/bjsw/bcab242

Pink, S., Ferguson, H., & Kelly, L. (2022). Digital social work: Conceptualising a hybrid anticipatory practice. Qualitative Social Work, 21(2), 413–430. https://doi.org/10.1177/14733250211003647 (Original work published 2021)

Reith-Hall, E. (2022). The teaching and learning of communication skills for social work students: A realist synthesis protocol. Systematic Reviews, 11, 266. https://doi.org/10.1186/s13643-022-02125-w

Rodríguez-Giralt, I., López-Gómez, D., & Beneito-Montagut, R. (2024). Digital social connectedness as a lifeline for older people: Use and non-use of VinclesBCN during the pandemic. International Journal of Disaster Risk Science, 15, 251–264. https://doi.org/10.1007/s13753-024-00556-8

Salovaara, S., & Ylönen, K. (2022). Client information systems’ support for case-based social work: Experiences of Finnish social workers. Nordic Social Work Research, 12(3), 364–378. https://doi.org/10.1080/2156857X.2021.1999847

Schmidt, A. (2024). The role of phone mediation: Social workers’ and vulnerable clients’ role performances in mediated welfare encounters. Qualitative Social Work, 24(4), 488–503. https://doi.org/10.1177/14733250241268765

Scholta, H., Halsbenning, S., & Niemann, M. (2025). A coordination perspective on digital public services in federal states. Government Information Quarterly, 42(1), 101984. https://doi.org/10.1016/j.giq.2024.101984

Toro-Maureira, S., Olivares, A., Saez-Vergara, R., Valenzuela, S., Valenzuela, M., & Correa, T. (2025). The missing link: Identifying digital intermediaries in e-government. arXiv. https://arxiv.org/abs/2501.10846