Digital, Yet Humane: A Toolkit for Enhancing Human Touch in Online Services for Refugees

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

Following the pandemic, the rapid transition to online services exposed challenges/disadvantages for
vulnerable service users as they engaged with this new mode of service delivery. They struggled to derive value from these new online services and even experienced degrees of hostility, insensitivity,
and carelessness. The Humanizing Online Services Toolkit (HOST) aims to address these challenges
by providing examples of how to deliver empathetic and humane online services in the charity and
voluntary sectors.
The toolkit recommendations are based on the digital transformation of a charity-run educational
service for refugees and asylum seekers during the COVID-19 pandemic. We explored the experience
of refugee learners regarding the challenges and disadvantages they faced in an online service
environment and identified some of the factors underlying those experiences. Subsequently, together
with service stakeholders (practitioners, volunteers, and refugee learners), a series of strategies were
devised to address the lack of human touch in online service delivery. These initiatives have been
successfully employed to improve the human touch in other online services and are the basis for the
toolkit recommendations.
This toolkit is designed to help with digitalization and online service delivery in the charity and
voluntary sector. It provides insight into the solutions and actions needed to overcome the challenges
of moving services online and aims to help the sector benefit from the advantages of digitalization
whilst responding to the multiplex needs of their often-vulnerable service users by providing human-centred and empathetic online services.
Original languageEnglish
Title of host publicationCritical Conversations on Refugee Education in Europe: perspectives from research, policy and practice
Subtitle of host publicationTHE INAUGURAL HUB FOR EUROPEAN REFUGEE EDUCATION (HERE) CONFERENCE
Publication statusPublished - 1 Nov 2022
EventTHE INAUGURAL HUB FOR EUROPEAN REFUGEE
EDUCATION (HERE) CONFERENCE
- University of Nottingham, Nottingham, United Kingdom
Duration: 22 Nov 202223 Nov 2022
https://hubhere.org/the-inaugural-here-conference/

Conference

ConferenceTHE INAUGURAL HUB FOR EUROPEAN REFUGEE
EDUCATION (HERE) CONFERENCE
Country/TerritoryUnited Kingdom
CityNottingham
Period22/11/2223/11/22
Internet address

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