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

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

Palavras-chave:

Digitalização da esfera social, centros de serviços sociais, canais de comunicação digital, atividades administrativas, exclusão digital

Resumo

A transformação digital na esfera social exige uma revisão das práticas de comunicação nos centros de serviços sociais, particularmente no contexto da descentralização e das crescentes necessidades de acessibilidade aos serviços. Este estudo examina os canais digitais no trabalho administrativo dos centros de serviços sociais comunitários territoriais, com base numa pesquisa online com especialistas e na análise de conteúdo das respostas. Os resultados mostram que o e-mail domina a comunicação em todas as comunidades, enquanto aplicativos móveis e chatbots raramente são usados em áreas rurais ou pequenos povoados. As grandes comunidades urbanas são mais avançadas digitalmente do que as áreas com menos recursos. As barreiras incluem formação insuficiente do pessoal, desigualdade técnica e fraco apoio da gestão. A exclusão digital dificulta a interação com idosos, pessoas com deficiência e populações rurais. Os resultados podem orientar estratégias adaptativas para a transformação digital em diversos contextos comunitários.

Biografia do Autor

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

Professora Associada, Doutora em Ciências Pedagógicas, Chefe do Departamento de Serviço Social da Universidade Estatal Ucraniana Mykhailo Drahomanov. Seus interesses de pesquisa incluem o trabalho socioeducativo com famílias, práticas de reabilitação social e a formação profissional de assistentes sociais. Suas pesquisas atuais concentram-se na área socioeducativa.

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

Doutorando (estudante do terceiro ciclo do ensino superior) na Universidade Estatal Ucraniana Mykhailo Drahomanov. Seus interesses de pesquisa incluem as atividades comunicacionais dos assistentes sociais, os canais de comunicação e seu uso eficaz na prática profissional do serviço social. Suas pesquisas atuais concentram-se na área do serviço social.

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