The LivePerson Model for Delivery of Etherapy Services: A Case Study

ABSTRACT There are several models for the delivery of etherapy on the Internet. This article presents a case study of one model, the LivePerson website. The model is based on a privately owned infrastructure through which etherapy is practiced by licensed counselors using chat or e-mail for service delivery. A content analysis of the website is presented, including policies, number of consumers, consumer ratings, and therapists’ degrees, licensure, age, sex, race, fees, and languages offered. In addition, the experiences of one LivePerson practitioner are presented to highlight methods, processes, and ethical concerns. This case study of the LivePerson model for service delivery highlights many of the benefits and concerns previously discussed in the literature related to etherapy. In addition, concerns are raised that there may be some conflict of interest when ethical standards of practice are delivered within the context of a profit-making company.

[1]  Jason S. Zack,et al.  Online therapy: review of relevant definitions, debates, and current empirical support. , 2004, Journal of clinical psychology.

[2]  J. Finn,et al.  Risk Management in Online Human Services Practice , 2002 .

[3]  G. Clum,et al.  A meta-analytic study of self-help interventions for anxiety problems. , 2006, Behavior therapy.

[4]  E-mail Rules! Organizations and Individuals Creating Ethical Excellence in Telemental-Health. , 2003 .

[5]  D. Vogel,et al.  The Practical Aspects of Online Counseling , 2005 .

[6]  Marion F Zabinski,et al.  Computer and Internet applications for psychological treatment: update for clinicians. , 2004, Journal of clinical psychology.

[7]  Susan X. Day,et al.  Online Counseling , 2005 .

[8]  J. Finn.  An Exploratory Study of Email Use by Direct Service Social Workers , 2006 .

[9]  Gerhard Andersson,et al.  Randomized Controlled Trial of Internet-Based Cognitive Behavior Therapy for Distress Associated With Tinnitus , 2002, Psychosomatic medicine.

[10]  Heleen Riper,et al.  Internet-based cognitive behaviour therapy for symptoms of depression and anxiety: a meta-analysis , 2006, Psychological Medicine.

[11]  Monique Manhal-Baugus,et al.  E-Therapy: Practical, Ethical, and Legal Issues , 2001, Cyberpsychology Behav. Soc. Netw..

[12]  D. Wantland,et al.  The Effectiveness of Web-Based vs. Non-Web-Based Interventions: A Meta-Analysis of Behavioral Change Outcomes , 2004, Journal of medical Internet research.

[13]  Menachem Monnickendam,et al.  An Assessment of the Utilization of a Computerized Decision Support System for Youth Probation Officers , 2001 .

[14]  Tom Yager,et al.  Better than being there , 1993 .

[15]  A. Perl,et al.  Code of Ethics , 1963, Science.

[16]  R. C. Hsiung.  E-therapy : case studies, guiding principles, and the clinical potential of the Internet , 2002 .

[17]  G. Andersson,et al.  An open study of Internet-based bibliotherapy with minimal therapist contact via email for social phobia , 2006 .

[18]  J. E. Barnett,et al.  Technological advances and telehealth: Ethics, law, and the practice of psychotherapy. , 2003 .

[19]  M. Newman.  Technology in psychotherapy: an introduction. , 2004, Journal of clinical psychology.

[20]  Jason S. Zack,et al.  Online Counseling: A Handbook for Mental Health Professionals , 2003 .

[21]  Leon VandeCreek,et al.  Suggestions for the ethical practice of online psychotherapy. , 2003 .

[22]  Beryl Lieff Benderly.  The Promise of E-Therapy , 2005 .