ABSTRACT
In the age of digitalisation social work is transforming. With the increased use of information systems, social workers are meeting new professional challenges. In this paper, we report findings covering a nine-year longitudinal study on critical issues in the use of a Case Management System in a Swedish social work agency. The study includes a stakeholder-based evaluation, interviews and document analysis. Comparing the evaluation findings with the literature helped us identify six areas in need of intensified research: (i) Usability and interface design; (ii) Mismatch between social conceptualisation and system conceptualisation of the case; (iii) Skills and training for information systems use; (iv) Statistical production for accountability and quality assurance; (v) Terminology for interpersonal understanding; (vi) IT Governance. As can be seen from the areas above, this kind of research depends on professional knowledge from the social work field – but also from the field of information systems. Hence, we suggest deeper collaboration between the two areas of knowledge in order to scrutinize the complexity of social work information systems. Clearly, the intersection of social work and information systems is a neglected research area, and we attempt to contribute by providing guidance for intensified research and practical knowledge generation.
5. Contribution
to a social work information systems research agenda As can be seen from the proposed areas above, this kind of research depends on professional knowledge from the social work field – but also from the field of information systems. Hence, we suggest deeper collaboration between the two areas of knowledge in order to scrutinize the complexity of social work information systems.
In an extensive evaluation, from different stakeholders’ perspectives, we contribute to an understanding on how the system is embedded in practice. The evaluation made evident complexities and challenges in information systems use that are intertwined with actions and roles of social work practice. Clearly the intersection of social work and information systems is a neglected research area. Comparing the empirically generated findings with the literature helped us to identify six areas where intensified research is needed:
(1) Usability and interface design
(2) Mismatch between social and system conceptualisation of the case
(3) Skills and training for information systems use
(4) Statistical production for accountability and quality assurance
(5) Terminology for interpersonal understanding
(6) IT Governance.
