publication . Article . 2018

Justice on the line? A comparison of telephone and face-to-face advice in social welfare legal aid

Name: Justice on the line? A comparison of telephone and face-to-face advice in social welfare legal aid
Creator: Marie Burton
Keywords: Sociology and Political Science, Law

Marie Burton;

Open Access English

Published: 28 Feb 2018

Publisher: Taylor & Francis

Country: United Kingdom

Summary

Abstract

This paper investigates the impact on legal advice of the major shift to telephone-only services in social welfare legal aid, which took place in April 2013. An empirical study comparing telephone and face-to-face advice reveals that face-to-face contact has considerable advantages in the advice interview. Based on interviews and observations with housing law clients, their lawyers and advisers, the findings of this qualitative study demonstrate that clients and lawyers often find it easier to express themselves and understand each other face-to-face. The face-to-face interview benefits from features including the stronger emotional connection between lawyer and...

doi: 10.1080/09649069.2018.1444444

Subjects

Medical Subject Headings: health care economics and organizations

free text keywords: Sociology and Political Science, Law, Public relations, business.industry, business, Legal advice, Social Welfare, Political science, Face-to-face, Empirical research, Telephone advice

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