Online psychological support in the COVID-19 era: Social representations, trust and perceived effectiveness from the perspectives of clients and professionals

Background: This study examined the topic of online psychological counselling, focusing on the perspectives of both clients and professionals. In light of the widespread adoption of computer-mediated psychological support during the COVID-19 pandemic, the research analysed how it has taken shape in the collective consciousness, the role of trust, and perceived effectiveness. Method: The sample consisted of 133 professionals (M = 46) and 716 patients (M = 33), recruited through non-probabilistic snowball sampling. Data, collected through two ad hoc questionnaires, were analysed using the EVOC 2005 software (for social representations) and SPSS (for quantitative data). Results: Overall, regarding the social representation of online psychological support, in the central core of the therapists' representation there seems to be a structured idea of the emotional distance that online therapy inevitably brings with it. In the core of the patients' representation, the idea of online support has been structured as a form of assistance that has shown its full usefulness during the pandemic. Quantitative data reveal a perceived efficacy of online psychological support comparable to in-person therapy. Efficacy is enhanced by an already-established trust relationship. The adoption of the online mode seems to have favoured the deployment of new resources by therapists and patients, attesting to an adaptation to this new way of conducting therapy. The online mode, in particular, will continue to be chosen by both, along with face-to-face meetings, as a mode of psychological support post-pandemic. Conclusion: Based on these findings, this study holds strong potential for practical application in the field of remote therapy.