In terms of accessing services, workers generally are approached by the workers' compensation boards themselves, and the phone is a primary means of communication. Electronic communication is a little more problematic because there are privacy and confidentiality issues. If an injured worker sends an email to a big organization that has 3,000 people, it can very easily go astray or be seen by people who don't have a right to see it. There's a lot of consideration given to protecting privacy and confidentiality of clients.
The phone is definitely used extensively. It is a very powerful tool if it's used properly and in a caring way, and with people asking good questions and listening well.
When things get complicated or complex, it's very important to have a face-to-face meeting. Nothing replaces it. When there's a dispute, an issue of not believing each other, or trust issues start to creep into the relationship between the client and the organization, and when signs are showing that the worker doesn't trust their management in the workplace, nothing replaces a face-to face-meeting. That gives everybody an opportunity to put their opinions on the table and to solve the problem.