publication . Article . 2018

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

Marie Burton;
Open Access English
  • Published: 28 Feb 2018
  • Publisher: Taylor & Francis
  • Country: United Kingdom
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...
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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