Volunteers' strategies for supporting asylum seekers with information challenges

Purpose This paper examines the strategies that volunteers use when supporting asylum seekers with their information challenges to be able to develop services for asylum seekers and promote their access to reliable information in the most suitable way. Design/methodology/approach Semi-structured interviews were conducted with seven volunteers who help asylum seekers with their asylum cases in two cities in Finland. The interview data was thematically coded and analysed. Findings Six types of information-related strategies were identified: information mediatory, language adjustment, spatial and non-verbal communicative, inclusive, and supervisory strategies, as well as strategies with shifting roles. These strategies holistically support asylum seekers' information practices, considering the challenges of their situation and emotional needs. Originality/value This study creates new knowledge about volunteers' role in the information practices of asylum seekers, highlighting their unique position both in and outside the asylum system. Information-related strategies are a novel way of examining the ways to holistically support other people's information practices, by understanding that information is intertwined in all kinds of everyday actions and interactions.