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.

KEYWORDS:

• Counseling
• Etherapy
• Internet
• online therapy
• psychotherapy

Additional information

Notes on contributors

Jerry Finn

Jerry Finn, is Professor, University of Washington-Tacoma, 1900 Commerce Street, Tacoma, WA 98402 (Tel: [phone]; Fax: [phone]; E-mail: [email protected]).

Sharon Bruce

Sharon Bruce, MSW, LCSW, is in Private Practice, 52 Black Stream Dr., Levant, ME 04456 (Tel: [phone]; E-mail: [email protected]).