Taylor,F.Capstone

Running head: COUNSELING AND ALTERNATIVE METHODS OF COMMUNICATION
Counseling Services and Alternative Methods of Communication
Felicia Taylor
Dr. Nina Haydel
Thomas Edison State College
LIB-495-OL-011: Liberal Arts Capstone
September 23, 2015

COUNSELING AND ALTERNATIVE METHODS OF COMMUNICATAION
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Abstract
Today, there are thousands of mental health practitioners and professional counselors practicing
various disciplines and advertising their services per Internet. Still there is insufficient data
regarding the effectiveness of professional counseling in conjunction with contemporary
communicative methods. The researcher of this study intended to discover how members in the
general public view the administration of professional counseling through alternative forms of
communication, e-mail, instant message, telephone, and video conference. A popular online
survey software company was employed in the creation of the survey. The survey company then
distributed the survey to their contractors, collected data, and analyzed data. Participants were
self-selected, male, female, and ranged in age from 18-74. Conceptual statements based on Carl
Rogers' client-centered approach and Abraham Maslow's hierarchy of human needs were used to
gauge the degree of potential or effectiveness as perceived by participants' phenomenology.
Raw, qualitative responses were collected on what participants viewed as advantages and
disadvantages in the use of contemporary communicative forms and professional counseling
services. Results suggest that participants believe in the possibility of developing an effective
client-counselor relationship which may yield sentiments of self-actualization per e-mail, instant
message, telephone, and video conference.

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Contents
Chapter One: Introduction ......................................................................................................... 6
Background of the Topic................................................................................................................. 6
Problem Statement .......................................................................................................................... 7
Professional Significance................................................................................................................ 7
Overview of Methodology.............................................................................................................. 8
Delimitations................................................................................................................................... 9
Definition of Terms......................................................................................................................... 9
Summary......................................................................................................................................... 9
Chapter Two: Review of Literature ......................................................................................... 10
Theoretical Insight ........................................................................................................................ 10
Carl Rogers................................................................................................................................ 10
Core Characteristics............................................................................................................... 11
Abraham Maslow ...................................................................................................................... 11
Hierarchy of Needs ................................................................................................................ 12
Alternative Communicative Methods ........................................................................................... 12
E-Mail & Instant Message......................................................................................................... 12
Telephone.................................................................................................................................. 13
Video Conference...................................................................................................................... 14
Summary....................................................................................................................................... 15

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Chapter Three: Research Design and Methodology............................................................... 16
Plan of Action ............................................................................................................................... 16
Theoretical Evaluations............................................................................................................. 17
Sub-question One ...................................................................................................................... 18
Sub-question Two ..................................................................................................................... 18
Sub-question Three ................................................................................................................... 19
The Data Needed........................................................................................................................... 19
Organization and Analysis of Data ............................................................................................... 20
Summary....................................................................................................................................... 21
Chapter 4: Results of the Study ................................................................................................ 22
Instructions to Participants............................................................................................................ 23
Demographics ............................................................................................................................... 23
Theoretical Evaluations................................................................................................................. 23
Sub-Questions ............................................................................................................................... 24
Summary....................................................................................................................................... 28
Chapter 5: Summary and Discussion....................................................................................... 29
Problem Statement ........................................................................................................................ 29
Review of Methodology................................................................................................................ 30
Summary of Results...................................................................................................................... 31
Theoretical Evaluations............................................................................................................. 31

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Likert-Type Scale .................................................................................................................. 31
Sub-question One ...................................................................................................................... 32
Sub-question Two ..................................................................................................................... 33
Sub-question Three ................................................................................................................... 33
Relationship of Research to the Field ........................................................................................... 34
Discussion of Results.................................................................................................................... 35
Errors & Concerns..................................................................................................................... 36
Sub-question One................................................................................................................... 36
Sub-question Two.................................................................................................................. 37
Conclusions................................................................................................................................... 38
Annotated Bibliography ............................................................................................................. 39
References.................................................................................................................................... 43
Appendix A: Survey Instructions ............................................................................................. 44
Appendix B: Theoretical Evaluations ...................................................................................... 45
Table 1 Comprehensive Likert-Type Scale Responses to Self-actualization........................ 47
Table 2 Comprehensive Likert-Type Scale Responses to an Effective Client-Counselor
Relationship................................................................................................................................. 48

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Chapter One: Introduction
The purpose of this qualitative research design is ascertain current attitudes and
perceptions regarding alternative communicative methods for professional counseling services.
Research will determine if members of the general public will perceive non-traditional methods
of communication in professional counseling to be just as effective as traditional, face-to-face,
settings. The same core principles to an effective client-counselor relationship which operates
successfully in traditional mental health practices may also produce the same effects in non-
traditional support systems. Self-awareness, meta-cognition, and the ability to articulate one's
thoughts will be contributing factors to developing an effective client-counselor relationship and
subsequently self-actualization. Additionally, this study will identify the benefits and limitations
of a non-traditional communicative approach in professional counseling.
Background of the Topic
Since the inception of vocational counseling, professional counseling has expanded to
resolve marriage and family conflicts, alcohol and drug dependencies, sexual addictions, mental
disorders, and a host of other physiological disorders. Widespread use of the Internet has
facilitated the advancement of industrial, domestic, and community organizations. According to
the authors of Introduction to the Profession of Counseling, during the mid 1990s mental health
providers began online ventures by offering advice for a fee on websites which usually offered
free resources to self-help (Nugent, F. & Jones, K., 2009, p. 311). Although there are many
mental health treatment modalities which can be effectively serviced online, there are also
limitations that may disqualify certain clients from seeking treatment per Internet or other non-
traditional communicative methods.

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Problem Statement
There is insufficient data on the effectiveness of non-traditional forms of communication
in professional counseling. This trend has enticed the researcher to explore the views of the
public. Previously, researchers have agreed that "research investigating the effectiveness of
Internet counseling is very limited" (Nugent, F. & Jones, K., 2009, p. 314). This research project
has confronted the following questions in an attempt to supplement current literature on the
efficacies to advanced counseling methods as perceived and experienced by the general
population.
Main Question
How does the general population view professional counseling services administered
with alternative communicative methods?
Sub-questions
1. What percentage of those surveyed have previously received professional counseling?
2. What are the advantages of using e-mail, instant message, telephone, or video conference
for professional counseling?
3. What are the disadvantages of using e-mail, instant message, telephone, or video
conference for professional counseling?
Professional Significance
New and emerging mental health professionals have invested a great deal of time and
effort into the field of psychology to produce research that can be translated into generalized
terms that may affect the general population.

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Prospective counselors who have an undergraduate, graduate, or professional degree in or
related to the field of psychology, and credentials to practice may want to explore other
vocational options rather than restricting workplace opportunities to exclusively brick and mortar
agencies. The significance of this research applies to prospective clients as well. In some
circumstances professional counseling may be court-mandated. Drug and alcohol counseling
which does not require urine testing could be provided with video conferencing. Individuals
who have been charged and found guilty of driving under the influence will subsequently have
their license suspended. Many have found it challenging to ensure a dedicated form of
transportation to and from court-mandated drug/alcohol counseling sessions. Public
transportation is not provided in all American cities. In the future, researchers should further
analyze the effectiveness of non-traditional communicative methods in professional counseling
for advancement in the field of psychology. Additional research will benefit both practicing
counselors and current or prospective clients.
Overview of Methodology
A survey has been created to gauge the general public's overall perception on the use of
non-traditional communicative methods in professional counseling. A popular online survey
software has been used for the creation, distribution, data collection, and data analysis.
Participants are self-selected, over the age of eighteen, female, and male members of the general
population. This study has used statements representing Carl Rogers' core characteristics of an
effective client-counselor relationships in conjunction with Abraham Maslow's characteristics of
self-actualization. The relationship between these two theories and how they are employed in
this study are discussed in Chapter 2.

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Delimitations
Participants of this survey were expected to answer each question honestly based on
previous experiences with professional counseling. If participants had never received
professional counseling then they were to respond based on their honest opinions and personal
beliefs. Non-experimental research is not equipped to ascertain factual responses. Due to the
sensitive nature of mental health care services a careful selection of non-invasive statements and
questions were permitted on the survey.
Definition of Terms
 Counseling: Mental health counseling, vocational counseling, credit counseling, etc.
 Effectiveness: Beneficial to a client's understanding of problems and resolutions; this
may be whatever the client deems as useful insight; positive behavioral changes that
promotes self-actualization
 Face-to-face: In person, physical, traditional brick and mortar practices
 Non-traditional Methods: E-mail, instant message, telephone, or video conference
 Professional: Graduate level or higher (i.e. M.A, M.S.S.W, M.A.PSY., Ph.D.) education
level; a license to practice
Summary
This qualitative research study was designed to gauge how members of the general
population perceives alternative communicative methods in professional counseling. Research
utilizes the core characteristics in an effective client-counselor relationship and characteristics of
self-actualization as tools to measure effectiveness through members of the general public.
Chapter 2 presents a detailed explanation in how these two theories relate to research.

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Chapter Two: Review of Literature
Previous research has indicated that professional counseling and alternative forms of
communication can be effective. Alternative communicative forms of treatment has the potential
to be effective if a client-counselor relationship is developed on the basis and continuance of
three established core characteristics proposed by humanistic theorist, Carl Rogers. This chapter
will demonstrate the relationship between two humanistic perspectives and how they will be
used in this study. Contemporary methods of communication featured in the survey portion of
this study are e-mail, instant message, telephone, and video conference. Additionally, it is
important to note the significance of body language within the context of communication.
Theoretical Insight
Carl Rogers
A professional knowledge of psychotherapeutic perspectives are important for all mental
health practitioners. Theoretical principles are often integrated to meet the needs of each client.
Humanistic psychologist Carl Rogers (1902-1987) proposed a "client-centered" approach to
counseling. A client-centered approach focuses on the client rather than the problem itself.
Counselors that practice a client-centered approach do not dictate the direction of therapy. The
goal of a non-directive approach is to gain an understanding of a client's perspective and
cognitive process (Corey, G., 2005, p. 164). Rogers believed that everyone has the innate ability
to assess one's own problems to reach a solution (Corey, 2005, p. 164). The humanistic
perspective in a client-centered approach to professional counseling facilitates the process of
self-actualization. The definition of self-actualization as described in Psychology and Life "...is a
constant striving to realize one's inherent potential--to fully develop one's capacities and talents"
(Gerrig, R. & Zimbardo, P., 2010, p. 420).

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Rogers' theoretical approach is conducive to the objective of this research project because
he proposed that there are three core characteristics needed to an effective client-counselor
relationship, and research will determine whether or not such a relationship is possible through
alternative communicative methods as perceived by the general public.
Core Characteristics. Carl Rogers strongly suggested that "...effective client-counselor
relationships will lead to client self-actualization" (Nugent, F. & Jones, K., 2009, p. 96) if the
following three core characteristics are displayed by counselors: acceptance, congruence, and
empathy. As defined in the textbook, Introduction to the Profession of Counseling, acceptance is
an unconditional regard for others with a non-judgmental attitude; empathy is "the ability to
recognize, perceive, and feel the emotions of others," whereas congruence refers to one's
genuineness and honesty (Nugent & Jones, 2009, p. 36). It has been stressed throughout several
sources that acceptance, congruence, and empathy should be displayed by all counselors and
attributed to all clients. These core principles are not dependent on client type (Corey, G., 2005,
p. 171). Therefore, acceptance, congruence, and empathy may be used to ascertain the opinions
and perceptions of the general public regarding the effectiveness or ineffectiveness of
professional counseling with non-traditional communicative methods.
Abraham Maslow
Abraham Maslow (1908-1970), like Carl Rogers, was also a humanistic psychologist.
Both Rogers and Maslow were not fully persuaded by theories that emphasized the power of
unconscious motives or even influential environmental factors (Gerrig, R. & Zimbardo, P., 2010,
p. 10). Instead Carl Rogers and Abraham Maslow believed that people are generally "...innately
good and capable of choice" (Gerrig & Zimbardo, p. 10).

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Hierarchy of Needs. In an effort to explain self-actualization one must first understand
the forces behind motivation. Abraham Maslow identified five areas of motivation that must be
satisfied before attempting to satisfy the next area of need (Gerrig, R. & Zimbardo, P., 2010, p.
343). For example, if an individual who is thirsty and has not eaten in three days isn't going to
call a dentist's office to schedule an appointment for cosmetic dentistry. So, the first area of
human motives are biological. Biological needs circumscribes "food, water, oxygen, rest, sexual
expression, and release from tension," followed by lesser levels of immediate needs such as
safety, attachment, and esteem (Gerrig & Zimbardo, p. 343). The last human need on the
hierarchy which sits at the top of the pyramid is self-actualization. Self-actualization is a concept
developed by humanistic theorists Carl Rogers, Karen Horney, and Abraham Maslow.
Descriptive statements that characterize self-actualization are used as tools to measure survey
responses regarding the likelihood or possibility of representative statements actually occurring.
Non-traditional methods of communication that are featured in this study are e-mail, instant
message, telephone, and video conference.
Alternative Communicative Methods
E-Mail & Instant Message
Possibly the most challenging form of communication are text-only correspondences.
Communication which lacks physical cues and verbal transmissions requires creativity from both
parties. Some clients are usually eager to express themselves. Counselors use the psychology of
writing to ascertain pertinent information for client assessments. The psychology of writing
attempts to understand one's pathos, ethos, style, and arrangement of communication. Everyone
has their own style of writing. Writing style circumscribes word choice, composition, and
punctuation (Gong, G. & Dragga, S., 1995, p. 166).

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` In text-based correspondence, Internet users will assess the pathos (emotions) identified
and translated within one's writing style as well as (ethos) credibility (Gong & Dragga, 1995, p.
123). In the absence of dominant senses such as sight and sound, other senses are amplified. For
instance, intuition may be an amplified sensory during online text-only correspondence.
James Alleman cited the following information in his research report, Online Counseling:
The Internet and Mental Health Treatment.
...when humans are deprived of traditional socioemotional, nonverbal cues through one
sensory, they create and substitute new ones.... [Such as] identified variations in language
intensity, content immediacy, and lexical variation....The kinds of words people use and
the way they put them together in print can say a lot about how they feel even when they
cannot hear or see the person with whom they are communicating (p. 200).
Researchers are now interested in learning whether or not contemporary forms of communication
are sufficient enough to affect clients with the utilization of three core characteristics in an
effective client-counselor relationship (acceptance, congruence, and empathy) and whether or not
self-actualization is possible through such means.
Telephone
Telephone counseling shares the same piece of communication which is available during
video conferencing--verbal communication. In a previously conducted comparative study,
traditional face-to-face counseling was compared to the method of telephone counseling with
Master's degree-level mental health providers. Researchers wanted to learn if telephone
counseling was effective.

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In a brief article provided by the American Psychological Association, free telephone
counseling services were offered to the employees of several Fortune 500 companies and
regional companies located throughout the United States, Canada, and select areas of Mexico.
Sixty-eight percent of the respondents reported complete satisfaction whereas thirty-one percent
of those whom had "...felt very poorly reported improvement in functioning" (Ricker, J., 2002,
para. 4).
Video Conference
This study intends to gauge the effectiveness of counseling through non-traditional
methods of communication such as online video conferences (with audio abilities), online instant
messages, e-mail correspondences, and telephone calls. The logistics of contemporary
communicative methods are examined closely. In general, video conferencing is conducted with
the use of external or internal computer web cameras and a software program such as Skype to
connect with one or more people. Video conference can be considered as a virtual face-to-face
form of communication because counselors are capable of assessing facial expression(s), body
language, and voice(s). In an issue of the American Scholar, Eliot Folsom reported on an
experimental comparative study of virtual and traditional counseling. Five hundred and twenty
United States soldiers were used as participants in a study that took place at the Tripler Army
Medical Center in Hawaii. Participants used video conferencing for a specified amount of time;
when the sessions had concluded client satisfaction and rate of referrals were used as tools to
measure its effectiveness. The results of the comparative study inferred that virtual counseling
through video conferencing is just as effective as traditional methods of communication (Folsom,
E., 2010, p. 15).

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Summary
If it is possible to transfer and receive sentiments of acceptance, congruence, and
empathy through contemporary methods of communication in professional counseling then it
should render effectiveness as a result of self-actualization. This study is non-experimental in
nature and serves as a qualitative source of findings. The initiation of self-actualization is used
as a tool to gauge the perceptions, attitudes, and opinions of the general public. The logistics of
communication through e-mail, instant message, telephone, and video conference may offer a
deeper insight into how contemporary forms of communication may be just as effective as
traditional face-to-face methods of professional counseling.

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Chapter Three: Research Design and Methodology
Each researcher establishes their own tools of measurement. This researcher has chosen
to use conceptual statements and Likert scaling as tools to determine likeness. Research has
determined whether participants can identify with the innate requirements needed to establish an
effective client-counselor relationship or even self-actualization. The research perspective of this
research design is qualitative primary and qualitative first. The type of research conducted is
described as descriptive because of its qualitative nature with an evaluative context. Data has
been collected and analyzed with a popular online survey software. Collected data has answered
the following main question: How does the general population view professional counseling
services administered with alternative communicative methods? The sub-questions which will
be explained in this chapter are as follows:
2. What are the advantages of using e-mail, instant message, telephone, and video
3. What are the disadvantages of using e-mail, instant message, telephone, and video
Plan of Action
The evaluative portion of this qualitative research design relies heavily on understanding
the theoretical insight presented in Chapter 2, and how they it is used as a tool to discover
perceptions towards non-traditional communicative methods in professional counseling by
members of the general population. Because self-actualization is a gradual process and primarily
unmeasurable by numerical values there are described characteristics and behaviors that
represent self-actualization.

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If participants can identify with representative statements of self-actualization then they
are inadvertently supporting the position that it is possible to achieve an effective client-
counselor relationship through non-traditional forms of communication as well. There are four
distinct components that were strategically developed to collect data: (1) Participants chose their
preferred method of communication, (2) three statements that represent Carl Rogers' core
characteristics with Likert scale responses to measure prospective outcome of
effectiveness/ineffectiveness as perceived by the general public, (3) three statements represent
Abraham Maslow's hierarchy of human needs, self-actualization, is used to measure prospective
outcomes of effectiveness as perceived by the general public with Likert-scale responses, and (4)
two comment boxes are used as raw, qualitative data. This explanation delineates the theoretical
insights of Carl Rogers and Abraham Maslow into tools of measurements for this particular
research design.
Theoretical Evaluations
On the survey, participants are brought into a theme of imagination and background
information. Participants were instructed to (1) pretend to be interested in receiving professional
counseling with an alternative method of communication; and (2) due to either a work schedule
or family responsibilities the prospective client is unable to use traditional communicative forms
for this counseling session. The next portion of the survey then asked participants to select the
method of communication they were interested in using for that counseling session. Drop-down
menu selections were e-mail, instant message, telephone, and video conference. Only one
selection is applicable. Participants were instructed to consider their choices throughout the
remaining survey (See Appendix A).

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The next page of the survey is described as theoretical evaluations because it operates as
a tool to gauge perceptions regarding its likelihood of effectiveness or possibly ineffectiveness.
In this section of the survey there are three statements representing characteristics of self-
actualization and three statements representing Carl Rogers' core characteristics to an effective
client-counselor relationship. Each statement contained first-person pronouns such as "I", "me",
and" my" to position participants into displaying true opinions and perceptions on the outcome of
their counseling session in conjunction with the method of communication previously chosen.
Under each statement are Likert scale responses that range from strongly disagree, disagree,
neither disagree or agree, agree, and strongly agree. The evaluative statements, as well as all
areas on the survey, were marked with an asterisk and required an answer (See Appendix B).
Sub-question One: What percentage of those surveyed have previously received
professional counseling?
This question is a part of the demographics page of the survey that also asks participants
to identify their age range and sex. The specific question on the survey is "Have you ever
received professional counseling services?" This question, as well as all of the questions on the
survey, is marked with an asterisk and signifies a mandatory response. There was a drop-down
menu with two options, yes and no.
Sub-question Two: What are the advantages of using e-mail, instant message, telephone,
and video conference for professional counseling?
At the end of this survey participants were asked directly, "What are the advantages of
using e-mail, instant message, telephone, or video conference for professional counseling?"

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The directions for this sub-question invited participants to answer to their best ability if
they had no previous experiences. Those who did have previous experience with professional
counseling were welcomed to use those experiences to answer what they believed are the
advantages or using alternative communicative methods. This question was also marked with an
asterisk and required an answer. At the bottom of this question was an open comment box so
participants could give their honest opinions or feedback based on experience or perceptive
outcome.
Sub-question Three: What are the disadvantages of using e-mail, instant message,
telephone, or video conference for professional counseling?
Participants were given directions above sub-question two. If participants had any
knowledge of the advantages or disadvantages in alternative communicative methods for
professional counseling then they were welcomed to use that information to answer sub-question
three. However, if a participant had no prior experience then providing an answer to the best of
their ability was sufficient. Raw, qualitative data describing what one believes are the
advantages and disadvantages provides insightful information pertaining to personal attitudes,
beliefs, and perceptions.
The Data Needed
Instruments used in this project were provided by a popular online survey software
company for the assistance in survey design, distribution, data collection, and analysis. The
survey software provided a user-friendly platform and greater assurance in legitimacy as well as
security. The data gathered to fulfill the purpose of research are the perceptions of the general
public regarding the use of contemporary communicative methods in professional counseling.

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There were four distinct areas on the survey that were used to collect the perceptions of
those surveyed. First, participants were asked to select a (non-traditional) method of
communication to use in the dramatized counseling session. Their selections disclosed the
preferred method of communication based on select options. Secondly, evaluative statements
representing core characteristics to an effective client-counselor relationship gauged the
perceived likelihood on whether or not such a relationship is possible given the method of
communication chosen beforehand. Third, statements representing and describing self-
actualization measures participants' perceived likelihood on whether or not treatment can be
potentially effective given the method of communication chosen beforehand. Lastly, the data
needed to fulfill the purpose of this study concludes with individual responses written in
comment boxes for sub-questions two and three.
Organization and Analysis of Data
There was a popular online survey software program used to design, distribute, collect
and analyze data. Data from the demographics, evaluative statements on the Likert-scale, and
preferred (non-traditional) methods of communication were analyzed by SurveyMonkey.com.
However, responses to sub-questions two and three were organized then analyzed manually by
the researcher. Individual comments were scanned for similarities then organized under a
general heading and tallied according the number of times similar responses were made by each
participant.

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Summary
An important aspect in the development of any research design is a clear understanding
of the design and an explanation to methodology. The researcher intended to use a Likert-scale
to measure participants' responses to evaluative statements of an effective client-counselor
relationship and self-actualization. Data discloses the most and least preferred alternative
communicative methods for counseling services. Additionally, individualized comments by
those surveyed completes the researcher's objective in determining the general public's
perceptions regarding the effectiveness or ineffectiveness of non-traditional communicative
methods in professional counseling through qualitative measures.

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Chapter 4: Results of the Study
How the public regards professional counseling and contemporary communicative
methods is what the researcher intended to discover; and whether or not participants can identify
with the characteristics needed to establish an effective client-counselor relationship that leads to
feelings of self-actualization. The research perspective of this study is qualitative primary and
qualitative first. Conducted research is described as descriptive because of its qualitative nature
and evaluative sub-type perspective. Data has been collected with a survey created and analyzed
with an online software program provided by SurveyMonkey.com. This chapter presents the
results of sub-questions 1 through 3 and subsequently answers the main question with collected
data.
Main Question
Sub-questions

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Instructions to Participants
Participants were given a brief greeting, introduction, and instructions to bear in mind
throughout the survey. This introductory page of the survey was deliberately blunt to ensure that
participants were not overwhelmed and therefore would be inclined to complete it. Complete
verbatim survey instructions are located in the Survey Instructions (See Appendix A).
Demographics
After the introduction, participants were directed to the demographics page. Participants
of the survey were asked to provide their age range, sex, and whether or not they had previously
received professional counseling services. According to the breakdown of data analyses
provided by Survey Monkey the greatest number of participants were between the ages of 45 to
54 and 55 to 64. These two age brackets represented nearly twenty-five percent (approximately
50%) of those surveyed.
As mentioned in the previous chapters, the perspective of this research design is not only
qualitative in nature but also evaluative. To further the analysis on the effectiveness of non-
traditional methods of communication in professional counseling six select statements were used
to represent the three characteristics to an effective client-counselor relationship theorized by
Carl Rogers. Additionally, select statements were used to represent characteristics of self-
actualization based on Abraham Maslow's hierarchy of human needs. Participants' responses to
each statement ranged from strongly disagree, disagree, neither disagree or agree, agree, and
strongly agree.

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This tool was used to determine whether or not participants believe that it is feasible to
develop an effective client-counselor relationship and self-actualization through non-traditional
communicative methods. Conceptual statements and Likert scaling are used to gauge
participant's perceptions of professional counseling once administered through contemporary
methods of communication. Fifty-three percent of those surveyed indicated that they agreed
with the following statement: "The counselor made me feel accepted and acknowledged." Fifty-
one percent of those surveyed indicated that they could sense the counselor's empathy and
compassion. A screenshot of these statements are found on the survey form entitled Theoretical
Evaluations (See Appendix B). Comprehensive results of these evaluative statements are found
in Tables 1 and 2.
Sub-Questions
A total of fifty-three participants completed the survey and their responses were
calculated by SurveyMonkey.com. Nearly sixty percent of those surveyed answered "Yes," and
had indeed experienced professional counseling in the past.
*Note: Data calculations and analysis provided by SurveyMonkey.com
58.49
41.51
0
20
40
60
80
Yes No
Percentage of
Participants
Haveyou ever received professional counseling services?

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This above bar graph illustrates sub-question one from the demographics page of the
survey. Participants were asked whether or not they had ever received professional counseling
services. Approximately forty-two percent of those surveyed (n=53) answered, "No."
Sub-question Two: What are the advantages of using e-mail, instant message, telephone,
or video conference for professional counseling?
Although all participants were asked to imagine or envision what they considered as
advantages to non-traditional communicative methods for counseling services they could have
also used previous experience. This portion of the survey was designed to enable participants to
express themselves freely. An open, text-enabled comment box was placed underneath sub-
question two and required an answer. In the analysis process, fifty-three written responses were
examined for key terms and applicability to the advantages of using e-mail, instant message,
telephone, or video conference for professional counseling. Then the responses were coded for
categorical placement. Seven of the fifty-three total participants replied to this sub-question with
either an "N/A, I don't know, none, or prefer face to face."
Twenty-seven (approx. 51%) of the fifty-three participants surveyed indicated that the
advantage of using e-mail, instant message, telephone, or video conference for professional
counseling is convenience. Key terms circumscribed under the umbrella of "convenience" are as
follows: ease of scheduling, transportation, immediacy or accessibility, review of treatment
transcript/email, efficiency, traveling exemption, and flexibility. Whenever these key terms or
synonyms of similar words were mentioned in written responses they were then copied onto
paper, categorized under an associated heading, and counted only once per participant. This
procedure was also utilized for sub-question three. The following illustration represents
responses for sub-question two.

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*Note: Data calculations provided by SurveyMonkey.com
The pie chart created in indicates that twenty-three percent of those surveyed (n=53)
found non-traditional methods of communication to be advantageous for professional
counseling. However, seven percent of those surveyed believe that there are no benefits to using
e-mail, instant message, telephone, or video conference for professional counseling. Six percent
of those surveyed identified cost as an advantage to using non-traditional communicative
methods for counseling services. Additionally, seven percent of those surveyed made comments
which were uncategorized based on non-applicability.
None, 13%
Convenience,
51%
Cost, 6%
Preferred
Methods, 23%
Miscellaneous,
7%
What are the advantagesof using e-mail, instantmessage,
telephone, or videoconference for professional
counseling?
None
Convenience
Cost
Preferred Methods
Miscellaneous

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The final question on this survey allowed participants to express themselves openly
regarding their perceptions on possible disadvantages in non-traditional communicative methods
of professional counseling. Fourteen of the fifty-three responses were non-applicable and
included such responses as "None, N/A, don't know, or nothing." Some of the participants
expressed concern with the effectiveness in contemporary and how it could develop an effective
client-counselor relationship. Nineteen participants were concerned with the possibilities of
technical difficulties with each method of communication. The "communication" category
circumscribes technical difficulties, non-verbal cues, impersonality,
miscommunications/misperceptions, distractions/interruptions, privacy issues, and immediacies
(return of replies/communication). This same process was utilized for each major category
shown in the pie charts. The following illustration represents the responses received for sub-
question three. *Note: Data calculations provided by SurveyMonkey.com
None, 24.52%
Body
Language,
26.42%
Communicatio
n, 33.96%
Effectiveness,
15.09%
What are the disadvantagesof using e-mail, instant
message, telephone, or videoconference for
None
Body Language
Communication
Effectiveness

28
The pie chart shown above depicts approximately twenty-six percent of those surveyed
(n=53) regards the lack of body language as a disadvantage when seeking professional
counseling. Approximately thirty-four percent of participants surveyed identifies
communication as the greatest disadvantage in conjunction with the non-traditional
communicative methods featured in this survey: e-mail, instant message, telephone, or video
conference. Specifically, participants mentioned technical difficulties in video conference,
privacy issues, and the possibility for miscommunication or misperceptions in the logistics of
alternative communicative methods. Approximately twenty-five percent of those surveyed
(n=53) indicate no disadvantages to using e-mail, instant message, telephone, or video
conference for professional counseling.
Summary
Chapter 4 presents the results of this project with objective, qualitative, and quantitative
measures that supply possible answers to the main and sub-questions. Concerns regarding
effectiveness on behalf of participants' written responses reinforced the researcher's initial
purpose in conducting this study. Respect has been given to objective and unbiased results,
therefore they have been purely presented here in Chapter 4. Subsequently, Chapter 5 will
provide an opportunity to interpret, summarize, and discuss these findings.

29
Chapter 5: Summary and Discussion
Advanced technology has offered greater accessibilities for consumers and merchants
alike. The authors of Introduction to the Profession of Counseling have pointed out that mental
health practitioners began online services by providing advice for a fee during the mid-1990s
(Nugent, F. & Jones, K., 2009, p. 311). Since then, there has been research conducted on the
effectiveness of non-traditional communicative methods in professional counseling. It has been
mentioned in Chapter 2 that previous studies have been made pertaining to the effectiveness of
professional counseling through text-based correspondence, telephone calls, and video
conference. Yet, there is still insufficient data on the effectiveness of internet counseling
(Nugent & Jones, p. 314).
Problem Statement
Insufficient data on the effectiveness of non-traditional communicative methods in
professional counseling has enticed the researcher to determine the core principles of success in
this growing trend. Previously, researchers have agreed that "research investigating the
effectiveness of Internet counseling is very limited" (Nugent, F. & Jones, K., 2009, p. 314). New
and emerging mental health professionals have invested a great deal of time and effort into the
field of psychology to produce research findings that can be translated into generalized
conditions which may apply to members of the general population. The goal of this study is to
discover the public's attitude towards professional counseling that is delivered through non-
traditional methods of communication; and whether or not participants believe it is feasible to
establish an effective client-counselor relationship which leads to self-actualization.

30
Main Question
Sub-questions
Review of Methodology
A research design with an evaluative context has been created to obtain the general
public's perceptions regarding the effectiveness or ineffectiveness of professional counseling and
alternative methods of communication. Select statements that represent "effectiveness" as
described in the field of professional counseling has been used in a survey to collect data. Select
statements that represent a measure of change and personal growth as defined in the field of
professional counseling has also been utilized in this survey to collect data. Participants of this
study are anonymous and self-selected as contractors to a popular, online survey software
company which had been employed by the researcher to distribute, collect and analyze raw data.
A large portion of data has been analyzed by this particular online software company whereas
the remaining collection of data has been manually organized and analyzed personally by the
researcher. Raw research findings are presented in Chapter 4, and this chapter will interpret,
summarize, and discuss those results as it relates to the main objective of this study.

31
Summary of Results
In order to obtain the public's views on professional counseling through the use of
alternative communicative methods the researcher chose to add an evaluative context to the
survey. Specifically, the researcher sought to ascertain whether or not members of the general
public could see themselves developing an effective client-counselor relationship, and initiate or
progress the act of self-actualization through non-traditional methods of communication. On the
survey were three statements designed with first-person pronouns with represented sentiments of
self-actualization. This same survey also contained statements designed with first-person
pronouns that represented characteristics of an effective client-counselor relationship (See
Appendix B, Screenshot 1). Survey question numbers six, seven, and eight represents Carl
Rogers' core characteristics to establishing an effective client-counselor relationship. The
remaining questions represent Abraham Maslow's concept of self-actualization. Overall,
participants had a positive perspective on the possible outcome(s) in using contemporary forms
of communication and its potential for effectiveness. Based on the range of weights (zero to
four) used to calculate the public's perceptions participants seemed to have an average amount of
faith in the possibility of developing an effective client-counselor relationship (See Table 2).
Likert-Type Scale. The basis for employing an evaluative context to this study were to
add an additional method of measurement. Likert-type scales were used to ascertain the degree
of effectiveness or ineffectiveness of professional counseling through alternative communicative
methods. Theoretical concepts which are used effectively in traditional, face-to-face settings
may potentially have the same effects in non-traditional settings.

32
Originally, the Likert scale weight scores ranged from zero to five. However, the
researcher decided to change the Likert scale weight scores so they ranged from zero to four. As
an extension to pie charts that illustrate participants' responses the researcher organized and
calculated responses based only on Likert scaling. Statements of self-actualization and core
characteristics of an effective client-counselor relationship were identified and grouped into two
tables. Each row of the tables lists statements according to their respective categories. Next to
each statement is a comprehensive Likert scaling score that has been calculated by the online
survey program used in this study, SurveyMonkey.com. Scaling is based on scores between zero
to four. The first statement is thematic of self-actualization and the comprehensive average
scoring is approximately 2.4. Theoretical statements bearing the highest cumulative scores
(weighted averages) are regarded as feasible, highly likely, and possibly achieving. Although a
score of 2 renders an answer of "Neither disagree or agree," 2.4 signifies that participants are
closer to agreeing with the statement, "I started to view life more objectively," than uncertainty
(See Table 1).
Although seventy-three participants attempted to complete the survey, fifty-three
participants were surveyed successfully. Participants were between the ages of eighteen to
seventy-four. Approximately fifty-five percent of those surveyed were female, whereas
approximately forty-five percent constituted the male population. On the survey, participants
were specifically asked "Have you ever received professional counseling services?" Nearly sixty
percent of those surveyed replied with a "yes" to this question.

33
Sub-question Two: What are the advantages of using e-mail, instant message, telephone, or
video conference for professional counseling?
Fifty-one percent of those surveyed (n=53) noted convenience as the most advantageous
aspect of using non-traditional forms of communication in professional counseling. Asking
participants, through an online survey, what they believed to be an advantage of using alternative
communicative methods in professional counseling provided research with a qualitative aspect to
data collection. The survey asked participants to envision themselves scheduling an appointment
to receive professional counseling with an alternative form of communication for services.
Responses to sub-question two were individually unique and open to a participant's true attitude.
Participants personally stated that non-traditional methods of communication in professional
counseling offered flexibility, ease of scheduling, accessibility, and a review of treatment
transcripts/e-mails at their disposal. Indicated by approximately twenty-three percent of
surveyed participants believed that alternative communicative methods itself is an advantage. In
fact, e-mail was the most preferred method of communication by approximately forty-three
percent of participants surveyed. The second most popular method of communication is video
conference.
Thirty-four percent of participants surveyed agreed that difficulties in communication are
a major disadvantage to receiving professional counseling. Many participants specifically noted
the possibilities of technical difficulties and the likelihood of miscommunication.

34
The "communication" category circumscribes technical difficulties, insufficient non-
verbal cues, impersonality, miscommunications/misperceptions, distractions/interruptions,
privacy issues and immediacies (return of replies/communication). Approximately, twenty-six
percent of participants identified the lack of non-verbal communication (body language) as
disadvantageous. In fact, several participants described the lack of face-to-face contexts as
"impersonal" and "less intimate".
Relationship of Research to the Field
Previous research studies on the effectiveness of professional counseling through non-
traditional communicative methods have used client satisfaction and rate of referrals as tools to
measure effectiveness (Folsom, E., 2010, p. 15). For instance, self-reports have been used as a
measurement to determine effectiveness in a previously conducted study on telephone
counseling (Ricker, J., 2002). However, this research design has been created to gather data
from members of the general population regarding non-traditional communicative methods in
professional counseling through four distinct components. (1) Participants chose their preferred
method of communication (e-mail, instant message, telephone, or video conference), (2) three
evaluative statements representing Carl Rogers' effective client-counselor relationship with core
characteristics and Likert scale responses; (3) three evaluative statements representing Abraham
Maslow's concept of self-actualization are weighed with Likert scale responses. (4) Comment
boxes were used to allow open dialog regarding perceived or experienced advantages and
disadvantages in using e-mail, instant message, telephone, or video conference for professional
counseling. These four distinct components delineates theoretical conceptions proposed by Carl
Rogers and Abraham Maslow. Research findings supported the intended non-experimental
objective and methodology.

35
It has been stated many times, in previous research discussions, that non-traditional
methods of communication in counseling will not replace traditional face-to-face settings due to
"confidentiality, a lack of non-verbals, time-delay, crisis intervention, and misreading" (Nugent,
F. & Jones, K., 2009, pp. 312-314). Participants of this study also identified the challenges noted
above as disadvantages in using alternative communicative methods. The lack of nonverbal
communication ranked highly among those surveyed. One participant, in particular, states how
non-traditional communicative methods are not helpful for someone with post-traumatic stress
disorder and a desire to overcome agoraphobia. Additionally, participants' responses to the
advantages of using alternative communicative methods for professional counseling supports
previous research findings regarding costs and conveniences (Nugent, F. & Jones, K., 2009, pp.
312-313). Many participants were aware of how cost-effective non-traditional methods have on
the field of professional counseling. Participants considered convenience as the number one
advantage to using e-mail, instant, telephone, or video conference for professional counseling
services.
Discussion of Results
The results lend significance to the field of psychological studies by utilizing theoretical
concepts as additional tools of measurement. Allowing participants to envision prospective
outcomes to an imaginary counseling session, per an alternative communicative method,
operates as a scheme to reveal the perceptions of the general public. Participants identified with
the possibility of establishing an effective client-counselor relationship and in the possibility of
reaching self-actualization. Carl Rogers proposed that an effective client-counselor relationship
built on acceptance, congruence, and empathy leads to the initiation or progression of self-
actualization so this is an important aspect of the previously mentioned methodology.

36
Weighted averages for all six evaluative statement yields comparative results. All participants'
attitudes were close to agreeing with each statement rather than uncertainty.
Errors & Concerns
After data had been collected the researcher noticed a grammatical error in question
number 4 on the survey. Participants were briefed on the thematic setup (See Appendix A).
Participants were then invited to choose their preferred method of communication (i.e. e-mail,
instant message, telephone, or video conference). "After careful consider, which method of
communication will you use for this counseling session?" The word consideration was
incompletely spelled. This grammatical error must be taken into consideration because it may
have affected the quality of data collected. An error such as this may have signified a lack of
professionalism on behalf of the researcher.
In each category of evaluative statements (self-actualization & core characteristics) the
majority of participants identified themselves as somewhat neutral and unsure, yet the
comprehensive scores depicted a trend towards agreeableness more so than complete uncertainty.
It is the researcher's recommendation that Likert-type scale weights should have been kept at a
range of one through five instead of changing the weights from zero to four. In the future,
researchers should begin Likert scaling with the value one, instead of factoring in the value of
zero.
Sub-question One. Nearly sixty percent of those surveyed had previously
received professional counseling. This question is important in these research findings because
previous experience with professional counseling services may have had a greater influence on
survey responses and therefore data analyses.

37
Asking participants whether or not they had ever received professional counseling was an
important factor for the main objective of this project: How does the general population view
professional counseling services administered with alternative communicative methods?
Sub-question Two. Participants were well-versed at knowing the common
advantages of using a non-traditional form of communication in counseling. The advantages
participants identified are the same as those mentioned in previously reviewed literature, such as
Introduction to the Profession of Counseling. Data regarding preferred methods of
communication are polarized and unexplainable with regards to the two most non-traditional
communicative methods. Many participants noted a lack of body language and detachment as
disadvantages in using alternative forms of communication yet the second most preferred method
of communication is video conference. Video conferencing is more personal than e-mail
correspondence, and video conferencing presents an opportunity to assess body language. In an
effort to understand this discrepancy Chapter 4 provides an insight into why approximately 34%
of those surveyed classified communication as the greatest disadvantage. In this study, the
researcher established technical difficulty, miscommunication, and privacy as the most
consistently identified disadvantages related to communication. In essence, the disadvantages
dominates prospective treatment with all alternative methods of communication.

38
Conclusions
Alternative methods of communication are equipped to provide supplementary treatment
to those who require professional counseling and are aware of its disadvantages. Based on the
four distinct measurement components used in this study, members of the general population
prefer e-mail as their chosen form of communication and agree more so with the possibility of
achieving an effective client-counselor relationship through e-mail than the initiation/progression
of self-actualization. Overall, members of the general public perceives alternative
communicative methods in professional counseling in one of two ways: (1) Considering the
advantages it has potential to be effective, (2) and considering the disadvantages it has the
potential to be ineffective. Data analysis infers that participants consider non-traditional forms
of communication in professional counseling as an effective method to treatment. Although
contemporary forms of communication in counseling will not replace traditional face-to-face
environments data indicates that members of the general public are open to new experiences.

39
Annotated Bibliography
Alleman, J. (2002, June). Online counseling: The internet and mental health treatment.
Psychotherapy, 39(2), 199-209. Doi: 10.1037/0033-3204.39.199
This comprehensive report provided useful information pertaining to non- traditional
methods of professional counseling and its effectiveness. The author provides
information regarding previous research results, education and certification requirements
for mental health practitioners who wish to practice online. Alleman also provides an
overview of the technical skills needed to seek and offer online counseling services.
Baron, R. & Branscombe, N. (2012). Social psychology. (13th. Ed.). Upper Saddle River, NJ:
Pearson.
This textbook was used and required for a college course in social psychology. This
book examines all aspects of how the environment and people are continuously
connected. Anything from social perception and cognition to pro-social behavior are
analyzed with insightful findings. The psychology of body language and non-verbal cues
became very helpful in the literature review regarding other forms of communicative
methods.
Berger, K. (2008). The developing person through the life span. (7th. Ed.). New York, NY:
Worth.
Abraham Maslow's hierarchy of human needs is only briefly discussed but lists the five
basic needs of man (man/woman). The Developing Person through the Life Span
provides information and research pertaining to the development of human lives
beginning from pre-birth to phases of development in older age.

40
Corey, G. (2005). Theory and practice of counseling & psychotherapy. (7th. Ed.). Belmont, CA:
Thomson.
Theory and Practice of Counseling & Psychotherapy is a fully comprehensive reference
to all major and emergent theorists and theories. The author focuses on the student in a
way that makes the reader feel as though he/she is actually an up-an-coming professional
counselor. An undergraduate reader will feel as if he/she is pursuing a graduate degree in
the field of psychology. Corey was so thoughtful to also add recommended
supplementary readings and references at the end of nearly every single chapter. This
textbook provided an in-depth perspective of every theory and biographic information on
theorists.
Folsom, E. (2010, Spring). Cyber counseling. American scholar, 79(2). Retrieved from
http://persimmon.tesc.edu:2130/lrc/detail/detail?sid=5b5b1429-638e-43ba-bea8-
fb61d6bd0052%40sessionmgr4002&vid=6&hid=4107&bdata=JnNpdGU9bHJjLWxpdm
U%3d#db=lfh&AN=48559559
This brief report provides an overview of a previous experimental study comparing the
effects of virtual counseling to the results of previous face-to-face, traditional counseling.
The results suggested that virtual counseling is just as effective as a traditional method of
counseling services. The Cyber counseling report was helpful to this study because the
method of counseling used in the comparison was online video conferencing which
provided the researcher with the logistics of other non-traditional methods of
communication.

41
Gerrig, R. & Zimbardo, P. (2010). Psychology and life. Boston, MA: Pearson.
Psychology and Life has provided this study with more information regarding the
humanistic perspective and Abraham Maslow's hierarchy of human needs. The
relationship between Carl Rogers and Abraham Maslow are closer than the researcher
actually thought. Rogers and Maslow were both humanistic psychologists that helped to
develop the concept of self-actualization.
Gong, G. & Dragga, S. (1995). A Writer's repertoire. New York, NY: Longman.
This textbook provides the history of writing oriented in ancient Greece. The authors
discuss the process of writing from beginning to end. The textbook examines the
relationship between the author/speaker and readers/audience. This book stresses the
importance of knowing the audience/readers and how literature/speakers should present
information on that basis. Most importantly, this reference provided research with a clear
understanding of communicative text-only correspondence and how someone may be
able to express themselves clearly and accurately through writing style, arrangement of
words, sentence length, and structure.
Nugent, F. & Jones, K. (2009). Introduction to the profession of counseling. (5th. ed.). Upper
Saddle River, NJ: Pearson.
An introductory textbook to professional counseling this text cites the history and
advancement of counseling and mental health services. Major grand theorists and
theories are briefly summarized but do not offer in-depth information on anything in
particular.

42
The Introduction to the Profession of Counseling textbook features only four main parts:
foundations, theories, counseling activities, and counseling specialties. The researcher
was introduced to humanistic theorist Carl Rogers and his client-centered approach to
counseling.
Ricker, J. (2002, April). Study shows telephone counseling can be effective. Monitor on
psychology, 33(4), 14. Retrieved from
http://www.apa.org/monitor/apr02/studyshows.aspx
A report on telephone counseling completed the researcher's examination of non-
traditional, communicative methods. This finding from the American Psychological
Association provided a brief summary of a comparative study between telephone
counseling and traditional, face-to-face counseling. Again, the results revealed that even
telephone counseling is an effective tool to extend professional counseling services.

43
References
Alleman, J. (2002, June). Online counseling: The internet and mental health treatment.
Psychotherapy, 39(2), 199-209. Doi: 10.1037/0033-3204.39.199
Baron, R. & Branscombe, N. (2012). Social psychology. (13th. Ed.). Upper Saddle River, NJ:
Pearson.
Berger, K. (2008). The developing person through the life span. (7th. Ed.). New York, NY:
Worth.
Corey, G. (2005). Theory and practice of counseling & psychotherapy. (7th. Ed.). Belmont, CA:
Thomson.
Folsom, E. (2010, Spring). Cyber counseling. American scholar, 79(2). Retrieved from
http://persimmon.tesc.edu:2130/lrc/detail/detail?sid=5b5b1429-638e-43ba-bea8-
fb61d6bd0052%40sessionmgr4002&vid=6&hid=4107&bdata=JnNpdGU9bHJjLWxpdm
U%3d#db=lfh&AN=48559559
Gerrig, R. & Zimbardo, P. (2010). Psychology and life. Boston, MA: Pearson.
Gong, G. & Dragga, S. (1995). A Writer's repertoire. New York, NY: Longman.
Nugent, F. & Jones, K. (2009). Introduction to the profession of counseling. (5th. Ed.). Upper
Saddle River, NJ: Pearson.
Ricker, J. (2002, April). Study shows telephone counseling can be effective. Monitor on
psychology, 33(4), 14. Retrieved from
http://www.apa.org/monitor/apr02/studyshows.aspx

44
Appendix A: Survey Instructions
Thank you for participating in our survey! We are interested in your view of professional
counseling services when it is administered with alternative methods of communication. The
alternative forms of communication featured in this survey are e-mail, instant message,
telephone, and video conference. Based on your experience(s) or general knowledge of
professional counseling services, the amount of time needed to complete this survey is
approximately 5-10 minutes.
Throughout this survey imagine yourself as a prospective client who is interested in receiving
professional counseling. You are interested in trying a different method of communication
because you are unable to schedule an appointment with a local mental health provider.
First, we will briefly gather demographic information. Then you will choose the method of
communication which best suits your personal and professional needs.
So, let's get started!

45
Appendix B: Theoretical Evaluations

46
Screenshot 1. This screenshot illustrates the exact order of questions representing
theoretical evaluations. Survey platform was provided by SurveyMonkey.com as well as
data analysis.

47
Table 1 Comprehensive Likert-Type Scale Responses to Self-actualization
Statements of Self-actualization Weighted Average
I started to view life more objectively. 2.40
I began to understand my true potential. 2.34
I developed a positive outlook for the future. 2.42
Note: Likert-type scale weighted average calculations provided by SurveyMonkey.com.
Strongly disagree = 0, Disagree = 1, Neither disagree or agree = 2, Agree = 3, Strongly agree = 4
Participants could see the possibility of a positive outlook for their futures more so than
understanding their true potential through contemporary communicative methods. However,
participants believe that it is feasible to view life more objectively in non-traditional settings of
professional counseling.

48
Table 2 Comprehensive Likert-Type Scale Responses to an Effective Client-Counselor
Relationship
Statements of Core Characteristics Weighted Average
The counselor made me feel accepted and
acknowledged.
2.43
I could sense the counselor's empathy and
compassion.
2.36
My counselor was genuine, honest, and
candid.
2.58
Note: Likert-type scale weighted average calculations provided by SurveyMonkey.com.
Strongly disagree = 0, Disagree = 1, Neither disagree or agree = 2, Agree = 3, Strongly agree = 4

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