網路諮商機構實施電子郵件諮商服務之實務經驗與倫理行為探討

E-mail Counseling Service in Cybercounseling Agencies: A Study of Practice and Ethical Behaviors

本研究旨在探討網路諮商機構實施電子郵件諮商服務之實務經驗與網路諮商倫理行為。為達上述目的，本研究透過自編之評估表、問卷與訪談等方式，瞭解網路諮商機構實施電子郵件諮商服務之看法、作法、困難與因應方式等實務經驗，以及符合中國輔導學會諮商專業倫理守則中「網路諮商」守則之倫理行為現況。研究主要發現如下：一、電子郵件諮商服務具備多重助人功能，且能帶給網路諮商機構多種幫助；二、社區機構比學校機構先發展電子郵件諮商服務，且提供Web-based E-mail與諮商後評估的比例也較高；三、人力不足與電腦網路技術困難為發展電子郵件諮商服務最大困難；其次為經費不足與電腦硬體不足，再其次為欠缺網路諮商相關倫理及法律規定等；四、網路諮商機構已從電子郵件諮商服務過程中發展出改善電子郵件諮商服務工作流程、善用外界資源、強化訓練課程等多種有價值的因應方式；五、網路諮商機構之網路諮商倫理行為仍有相當大之改善空間。

The purpose of this study was to investigate the practice and ethical behaviors of cybercounseling agencies on e-mail counseling service. Viewpoints， methods， barriers， and coping strategies in e-mail counseling service in cybercounseling agencies， as well as ethical behaviors of these agencies were evaluated using the Chinese Guidance Association (CGA) Code of Ethics. An evaluation form， a questionnaire， and interviews were adopted. The last step was to interview counseling practitioners from some of these agencies to find out the developing process of the coping strategies in e-mail counseling service. Important findings were as follows: (a) E-mail counseling service provided multiple functions of helping and brought cybercounseling agencies benefits; (b) Community agencies implemented e-mail counseling service earlier than educational institutions and provided higher ratios of Web-based E-mail and post-counseling evaluation; (c) Manpower deficiency and computer network problems were the largest barriers in e-mail counseling service developing process; others barriers included deficiencies of budget， hardware， and related ethics and laws of cybercounseling; (d) The coping strategies for barriers had been developed by cybercounseling agencies， such as improvement of working flow of e-mail counseling service， making good use of outside resources， strengthening training courses; (e) Some flaws were found in the ethical behavior of agencies in e-mail counseling service.