Digital transformation in social work in Southern Chile. Formal and informal information and communication technologies use practices and professional consequences

Abstract

Introduction. Information and communication technologies (ICT) have become an inevitable part of social work. This article seeks to describe and gain a critical understanding of the transformations involved, based on the experiences of social workers in southern Chile. Methodology. An exploratory and critical study was conducted, involving in-depth interviews covering a variety of areas of professional work in both rural and urban contexts. The study sample included an equal number of men and women. Results. Interviewees described their use of ICT in their work, and their experiences fell into five categories: Identification of applications and devices used; use of Management Information Systems (MIS); use of social media in the workplace; the digital divide; and processes of digital literacy acquisition. Discussion. The consequences of the transformations are discussed. They include a perceived loss of autonomy and a reduction or limitation of professional functions, in particular those relating to socio-cultural contextual differences. Furthermore, an increasing dependence on technical knowledge tends to be driven by a logic of information control rather than by efforts to improve efficiency, an issue that is exacerbated by the use of social media. The use of technologies occurs in an asymmetrical social context. This means that while technical, functional and professional skills are highly valued, they also hinder the progression towards more complex and critical uses of ICT relating to social and professional transformation. Conclusions. The experiences analysed reveal the implications of using MIS for professional activities, as well as their effects on social work, which tends to suffer from a lesser degree of flexibility and from a greater control over professionals and service recipients alike. Furthermore, the extensive use of social media makes it difficult to establish boundaries between professional and private life, a scenario that presents ethical challenges to both people and institutions. Finally, the acknowledgment of the fact that these transformations occur in a context of broad digital divides-some of which are generated by political decisions-highlights the urgent need to consider the vital role of digital literacy in the future of social work.