Online counselling: An initial examination of the process in a synchronous chat environment

Aims: The present study investigates the dynamics of an initial counselling session held in a synchronous chat environment between counsellors‐in‐training and a trained confederate posing as a client. Specifically, the study examines (a) the interventions used, (b) the therapeutic alliance, and (c) the ability of the counsellor to accurately diagnose the client. Methods: Transcripts from 54 online sessions were analysed to investigate counsellors’ responses and interventions in an online environment. Results: The use of counselling interventions were similar to those used in face‐to‐face sessions, but with some differences. Reassurance and open questions were used about twice as often, while interpretation and direct guidance were used less frequently. Most participants (86–90%) reached the correct diagnosis when the symptoms represented a single diagnosis but had more trouble when the symptoms were mixed (36%). Participants reported feeling some distance from the client but reported an increase in their ability to form a therapeutic alliance after conducting an online session.Conclusions: The present study clarifies some of the benefits and limitations of online counselling and provides some new insights into the issues that may need to be addressed for the training of counsellors to work in this area.