Towards Digital Adaption: An Exploration of Chinese Social Workers’ Experiences of Digital Service Challenges and Coping Strategies in the Context of COVID-19

Abstract This study is based on interviews with sixty-three Chinese social workers to explore the challenges they faced and the strategies they adopted when using digital technology for front-line services during the coronavirus disease 2019 (COVID-19) pandemic. Employing an ecosystem theory, thematic analysis is applied to analyse interview transcripts. The findings reveal three major challenges faced by social workers: limited digital capital, digital-mediated service predicaments and the digital burden. To address the aforementioned challenges, social workers adopted four strategies: digital empowerment, adjustment of online service processes, leveraging the advantages of digital technology and asking colleagues for support. This study suggests enhancing support for social workers through improved digital training and psychological care, integrating digital-mediated social work skills into academic curricula, and fostering interdisciplinary partnerships to develop and utilize reliable digital tools, thereby improving the quality and effectiveness of social work in the digital age.