DEALING WITH PUBLIC CRITICISM OF SOCIAL SERVICES ORGANISATIONS : A Qualitative study of children and youth social services organisations in Sweden

Abstract: This qualitative study aimed to explore and understand how children's and youth social service organisations in Sweden deal with public criticism. The study utilised system theory and social constructionist theory. A purposive sampling method was used to target social service managers with relevant knowledge and experience related to the research topic. Semistructured interviews with open-ended questions were conducted through Zoom with four social services managers and transcribed for thematic analysis using Atlas TI software. The data analysis revealed three major themes with sub themes related to dealing with public criticism in children and youth social services organisations: (1) forms of public criticism in children and youth organisations; (2) strategies used by organisations to manage public criticism; and (3) the role of communication in managing public criticism. Results indicated that social service organisations in Sweden employ a variety of strategies to manage public criticism, including proactive communication, collaboration, and transparency. However, organisations also face challenges related to trust, communication, and legal constraints. The findings of this study may be useful for organisations in developing effective strategies to manage public criticism and improving organisational performance.