Hearing the unheard: an integrative review on telephone interviewing in public safety research

Purpose In the current article, we explore how telephone interviewing can enhance disclosure among public safety personnel (PSP), a population often constrained by stigma, institutional barriers and confidentiality concerns. We address a gap in qualitative methods literature by centering voice and psychological safety in PSP research. Design/methodology/approach Through an integrative review and reflexive methodological analysis, the study synthesizes relevant literature on telephone interviewing, focusing on its application in PSP contexts. Thirteen epistemological considerations are organized thematically, and grounded in principles of methodological credibility, researcher positionality, adaptability and alignment with PSP communication preferences. Findings Telephone interviews reduce visual bias, foster disinhibition and may enhance/inhibit psychological safety. The method is particularly effective for reticent or hidden populations. Such circumstances suggest the method supports rich, candid engagement, offering both practical and ethical advantages in sensitive occupational settings. Research limitations/implications This reflexive review offers rigor but is not systematic and primarily focused on the North American context. It does not extensively engage with emerging modalities such as VoIP or smartphone-based interviews, which merit further investigation. Originality/value The study offers a novel framework for assessing the trade-offs of telephone interviewing in PSP research and applied the concept of disinhibition and emotional distance as a key consideration in this form of qualitative inquiry. We contribute original insights into how telephone methods can ethically and effectively access stigmatized voices in hidden populations, particularly PSP inhibited from speaking candidly.