Electronic information systems in human service organizations: Using theory to inform future design

Abstract

The problems with current forms of electronic information systems (IS) implemented in human service organizations have been well documented and attention is now focussed on how they might be redesigned for the future. The aim in this article is to demonstrate how previous research and theory can provide useful insights into these problems, which, in turn, can provide guidance for future research-based approaches to redesign. Ideas from ‘cognitive systems theory’ (CSE) and more specifically ‘joint cognitive systems’ (JCS) are explored in relation to the main problems that have been identified with current forms of IS.