Helpline e nuovi media: la sfida di una valutazione multidimensionale e integrata

Translated title of the contribution: [Autom. eng. transl.] Helpline and new media: the challenge of a multidimensional and integrated evaluation

Fabiana Maria Gatti, Davide Galesi

Research output: Chapter in Book/Report/Conference proceedingChapter

Abstract

[Autom. eng. transl.] This chapter focuses on the problem of evaluation. Moving into a field that is not yet fully structured, the goal is to set some theoretical and methodological principles consistent with the problems in the field. We will first of all make it clear in what epistemological perspective we intend to place the evaluation research on the help lines. Subsequently we will dedicate ourselves to some methodological clarifications that appear to be essential: the integration between quantitative and qualitative methodology and the contribution of non-intrusive investigation techniques. We will then approach the object of the evaluation by highlighting how some of the most consolidated canons with which it is customary to define the quality of services to the person must, dealing with the helplines, be duly contextualized. Finally we will present some reflections on the 'conceptual toolbox' of the researcher, with the aim of opening the evaluation research on this sector to further interdisciplinary investigations.
Translated title of the contribution[Autom. eng. transl.] Helpline and new media: the challenge of a multidimensional and integrated evaluation
Original languageItalian
Title of host publicationHelp line: lavoro e formazione nella telefonia sociale
EditorsRaffaella Rossin, Maria Pia Bianchi
Pages347-374
Number of pages28
Publication statusPublished - 2009

Keywords

  • ascolto mediato
  • evaluation
  • help line
  • valutazione

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