Some issues of accessibility in online social services: direct access versus signposting

Easy and low-threshold access is considered to be a major advantage of online services. In Sweden, social services in several municipalities strive to increase their accessibility by responding to anonymous users online. This paper raises the question about the nature of accessibility that the online social services entail. Two online platforms were studied: synchronous online chats and asynchronous Internet question forms. Online chat logs and question form exchanges were closely analyzed using conversation analysis. The accessibility of online social services was approached through the concept of boundary work: the focus was on how social workers touch upon and navigate the constraints of what they can and cannot do when responding to anonymous users online. The analysis showed that the users were signposted to in-person social services when they sought personalized advice or requested immediate interventions. When re-directing users to seek help elsewhere social workers could bring restrictions on their online role to account for not providing the requested help. The findings are discussed in terms of unmet expectations of online users due to limitations in the mandate of online social workers. While online facilities made social workers technically accessible for a contact, the range of services available online was restricted to providing information and general guidance.