The Scottish Government

« Previous | Contents | Next »

Listen

BUILDING BRIDGES? - EXPECTATIONS AND EXPERIENCES OF CHILD CONTACT CENTRES IN SCOTLAND

CHAPTER TWO METHODOLOGY AND CONDUCT OF RESEARCH

2.1 The research was conducted between July 2001 and April 2002. The research strategy was qualitative, rather than quantitative in design as it sought to explore, in-depth, the expectations and experiences of those involved in using or providing contact centre services. Qualitative approaches are ideal for exploring and untangling complex conceptual and personal issues. Whilst depth interviews allow participants to present their own personal accounts and experiences in great detail, discussion groups are an ideal forum for the sharing of views and comparing of attitudes and experiences. For this reason the research design incorporated both depth interviews with parents, children and referrers and group discussions with staff and referrers carried out amongst a purposively selected sample. The study involved an iterative design aimed to allow decisions about each stage to inform the sample selection and research design for subsequent stages. In broad overview the research comprised:

STAGE ONE - MAPPING EXERCISE

2.2 During the summer of 2001 the research team conducted a comprehensive audit of the range of contact centre provision in Scotland. This research was completed using a combination of primary data collected via a short telephone questionnaire with contact centre staff and secondary analysis of the information already existing about contact centre provision in Scotland. The key outputs from this stage of the research were:

• a profile of the types of families who are using / have previously used contact centres
• a classification of contact centres based on their location, client group, organisational processes and services offered
• the identification of referrers and associated agencies / other professionals using contact centres

STAGE TWO - RESEARCH WITH STAFF AND REFERRERS

2.3 Staff and referrers from 15 child contact centres were involved in this stage of the research. Ten discussion groups were conducted, 5 with contact centre staff and 5 with referrers (predominantly solicitors). Two additional interviews were conducted with referrers unable to attend group discussions. A further set of interviews were conducted with nine Sheriffs between November 2001 and January 2002.

STAGE THREE - RESEARCH WITH FAMILIES

2.4 Twenty-nine depth interviews were conducted with resident and contact parents. Eleven children were also interviewed at this stage.

Recruitment

2.5 The recruitment for the study was conducted in collaboration with members of the Scottish Association of Child Contact Centres. Initially, all contact centre managers or representatives were sent information detailing the aims and objectives of the study. They were informed that a member of the research team would telephone them to gather data for the mapping exercise.

2.6 Once this information had been gathered, those centres selected to take part in stage two of the research were asked to nominate solicitors or other associated professionals who had referred families to the contact centre previously. A purposive sample of referrers was then selected in each area and individuals were invited to attend a group discussion at a convenient location. The sample was chosen around key dimensions to ensure diversity in relation to professional role, agency represented and contact centre referral experience.

2.7 At stage three, the same contact centres were approached for assistance in identifying families to participate in the research. Letters were sent to a mixture of current and former users of the centre explaining the research and asking parents whether they would give their consent to participate. Of those parents whom centres were able to contact, few refused consent for their details to be passed to the research team. The exceptions to this were those parents who refused on personal grounds or who had already been approached by researchers working on another project.

2.8 Once consent had been established the research team contacted parents directly and arranged interview appointments. Either at this stage, or post-interview, resident parents with children, of an appropriate age ¹⁰, were asked whether they would be happy for their children to take part in the research. If parents gave their consent, the researcher then spoke with the child and provided them with further information before arranging a time to interview them. Explicit consent was sought from both resident parents and children before interviews commenced. Consent was not sought from non-resident parents given the difficulties in contacting these parents, particularly where the family circumstances involved high levels of animosity or dispute.

The sample

2.9 As qualitative research seeks to provide explanations of attitudes or behaviours rather than quantify their extent in the population, it requires a specific approach to sample design. It is neither necessary nor desirable for qualitative samples to be as large as survey samples or to be statistically representative. Instead, in order to provide robust explanations from which wider inferences can be drawn and to generate conceptual frameworks applicable to the broader population, it is essential that qualitative samples are selected purposively to encompass the range and diversity present in the target population(s). The robustness of qualitative research and the ability to draw wider inference from qualitative studies are dependent on rigorous purposive sampling.

2.10 Purposive sampling facilitates the production of a coherent and comprehensive map of circumstances, attitudes, behaviours and experiences. This enables the generation of salient explanations to answer research questions. Within this study purposive sampling was used to ensure that the study could explore and explain different experiences and expectations of contact centres between, and within, different groups of families, workers and professionals. The following tables display the composition of each of these samples.

Table 1.1 User families

2.11 It was hoped that a significant proportion of these interviews would constitute case studies (that is that both resident and contact parents and children from the same family would be interviewed). However, difficult family circumstances and the young age of many children in the sample meant that only seven complete case studies were conducted. Despite the lower than anticipated numbers of complete family case studies, the findings underline the importance of this type of approach in providing multiple perspectives on contact centre usage. It was found to be particularly useful in highlighting the often divergent views of resident and contact parents, or parents and their children, about the contact centre experience. Similar diversity was sought in relation to ethnicity but the constraints of the available sample of users meant this was not possible to achieve.

2.12 Nevertheless, significant variety was found in relation to family circumstances, reasons for using the contact centre, housing status, employment status, age and length of usage. This diversity is fully explored in Chapter 3.

2.13 Given the focus on hearing the voices of children in the family law arena, for example in relation to discussions about residency and contact orders, it was felt to be important that children were included in this study as they form a key constituency of contact centre users. However, the practical, methodological and ethical issues associated with interviewing very young children meant that the research team decided to include only children aged 6 years or over, As the statistical population of children using contact centres is dominated by those under the age of 5 years this limited the number of children available to participate. Nevertheless, those children who did participate were able to provide an important perspective to the research.

Table 1.2 Contact Centre staff

Table 1.3 Referrers and associated professionals

Conduct of interviews and discussions

2.14 As the study was exploratory the research team sought to encourage participants to discuss their views and experiences in an open way without foreclosing issues which might have proved important to the study. Therefore, unlike survey or semi-structured interviewing the questioning was responsive to the interviewee's own comments and situation. Questions were not pre-set, and the order in which issues were addressed and the amount of time spent on different themes varied between interviews. All interviews and discussions were conducted using topic guides designed in collaboration with the then Central Research Unit of the Scottish Executive (now Social Research). These guides were used as signposts during the groups and interviews allowing researchers to respond to participants' own accounts of their experiences and attitudes.

2.15 All interviews and group discussions were conducted by members of the research team, all of whom had extensive experience of conducting research with staff, families and professionals.

2.16 Interviews with parents and children were conducted, where possible, at an individual's home although some took place at other locations chosen by the person, for example some took place in rooms set aside at the contact centre. Interviews with staff, referrers and associated professionals were conducted at their place of work. Group discussions with staff and professionals were held in a range of venues, for example a room in a local contact centre or local hotel. Parents who participated were given a gift of 15 as a token of appreciation for their participation, and to cover any expenses incurred in taking part. Children who participated were provided with 10 gift vouchers or drawing materials as was appropriate to their age. Fieldwork was conducted between August 2001 and February 2002.

2.17 In the case of children, explicit parental consent was sought from the resident parent, regardless of the age of the child. The form used is shown in the Technical Appendix. Once the parent had given their consent the study was carefully explained to each child and they were provided with a leaflet explaining the study (also shown in Appendix) and given the opportunity to ask questions and discuss their participation with the researcher. All children who participated gave their own consent in addition to the parental consent already obtained.

2.18 All interviews and discussions were tape recorded for subsequent transcription. This is essential for the form of analysis used (see below) and allows full concentration to be given to exploratory questioning.

Analysis

2.19 Verbatim transcripts of all the interviews and discussion groups were analysed using 'Framework'. 'Framework' is an analytic technique developed by the Qualitative Research Unit at the National Centre. The method involves ordering and synthesising verbatim data within a series of thematic charts. The structure of the framework used for this study is shown in the Technical Appendices, further classificatory and interpretative analysis was derived from these analytic charts.

2.20 As the study was qualitative in design it is possible to describe the range and nature of perspectives held by those who participated in the research. It has also been possible to identify the factors which have contributed to differing expectations and experiences of Scottish child contact centres. However, this research cannot provide any statistical data relating to prevalence of views or experiences; nor does it seek to infer any general patterns relating to different groups within the wider population who may not share similar characteristics to this sample. Where suggestions of sub-group differences are suggested by the data, they are presented only as hypotheses to be tested by later research. Where sub-group differences were found, for example differences relating to gender or socio-economic group, they have been identified in individual chapters.

2.21 The report uses verbatim quotations and case studies throughout. Where necessary the details of the contributors or their subjects have been moderately changed to protect anonymity. Pseudonyms have been used for all quotations and in all case studies.

REPORT OUTLINE

2.22 This report consists of six further chapters. Chapter 3 examines the nature and diversity of contact centre provision in Scotland. Chapter 4 explores the range of expectations that were held by parents, their children and referrers about the nature of contact centre provision. It also examines how individuals understand the role of child contact centres in relation to the legal process. Chapter 5 explores the process of referral, how families come to use contact centres and what are the key elements of successful referral processes. Chapter 6 details the experiences of contact centre users, both parents and children, and explores the fit between expectations and experiences. It also reflects the views and experiences of the staff providing those services. Chapter 7 considers the range of outcomes experienced from using contact centres, based upon the perspectives of staff, referrers and families. In particular, it examines the experiences of families who have ceased using a centre and explores the range of potential impacts on parents and children who have made use of child contact centres. Finally, Chapter 8 summarises the key findings, draws conclusions and identifies ways in which the evidence might inform policy and practice relating to contact centres in the future.

« Previous | Contents | Next »