Electronic Information Systems in Human Service Organisations: The What, Who, Why and How of Information

Abstract

Recent research and evaluation of the forms of electronic information systems (IS) being used in child welfare agencies in both Australia and England and Wales have shown that, despite the many millions of dollars spent, not only are they unfit for purpose, but also that they may undermine front line social work practice. Attention is now turning to how IS can be designed that do meet the needs of social workers and participatory approaches to design that aim to include their perspectives have been proposed. However, there is little to guide them in how they might participate in design processes. In this article, the aim is to provide a framework of ideas to guide social workers, and other stakeholders, as they engage in participatory design processes, in relation to one of the significant challenges they face. This particular challenge is making decisions about the information about service users and service activity that will be captured in an IS. Drawing from recent research and commentary and the author's own ethnographical research about a participatory design process in a human services organisation, questions about what information needs to be recorded, by whom, for what purpose and how are addressed.