Ringing the changes: the role of telephone communication in a helpline and befriending service targeting loneliness in older people

Preston, Claire and Moore, Stephen (2018) Ringing the changes: the role of telephone communication in a helpline and befriending service targeting loneliness in older people. Ageing & Society. ISSN 1469-1779

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Official URL: https://doi.org/10.1017/S0144686X18000120

Abstract

The drive to deliver services addressing loneliness in older people by telephone and online makes it increasingly relevant to consider how the mode of communication affects the way people interact with services and the capacity of services to meet their needs. This paper is based on the qualitative strand of a larger mixed-methods study of a national UK phoneline tackling loneliness in older people. The research comprised thematic analysis of four focus groups with staff and 42 semi-structured interviews with callers. It explored the associations between telephone-delivery, how individuals used the services and how the services were able to respond. To understand these associations, it was useful to identify some constituent characteristics of telephone communication in this context: namely its availability, reach and non-visual nature. This enabled various insights and comparison with other communication media. For example, the availability of the services attracted people seeking frequent emotional support but this presented challenges to staff. More positively, the ability of the services to connect disparate individuals enabled them to form different kinds of satisfying relationships. The evolution of mixed communication forms, such as internet-based voice communication and smartphone-based visual communication, makes analysis at the level of a technology’s characteristics useful. Such a cross-cutting perspective can inform both the design of interventions and assessment of their suitability for different manifestations of loneliness.

Item Type: Journal Article
Keywords: loneliness, telephone, befriending
Faculty: Faculty of Health, Social Care & Education (for research post September 2011)
Depositing User: Ian Walker
Date Deposited: 06 Mar 2018 11:22
Last Modified: 06 Mar 2018 11:22
URI: http://arro.anglia.ac.uk/id/eprint/702801

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