Client experience of e-counselling

Abstract

The purpose of this study is to understand clients’ experience of the e-counselling service provided by the Directorate: Counselling and Career Development (DCCD) at the University of South Africa. The research questions focused on clients’ expectations and experience of the e-counselling service. A sequential mixed methods design was employed to collect and analyse quantitative and qualitative data in two phases. Data for phase 1 of this study were collected with an online survey (n = 669) and data for phase 2 were collected with interview questions completed by e-mail (n=10). Quantitative data analysis employed frequency counts and qualitative data analysis was based on procedures outlined by Auerbach and Silberstein (2003). The study shows clients’ preference for text-based electronic services and regard the e-counselling service as a valuable addition to services. Factors that contribute to clients’ positive and negative experiences of e-counselling were identified. Findings and recommendations of this study may be implemented by the DCCD to enhance the e-counselling service.