Limited Benefits of Technological Advances in Human Service Organizations
Going beyond the Hype Using Sociotechnical Knowledge Management System
Bibliographic Data
| ID | 11214874 |
|---|---|
| Authors | Kyeonghee Jang (Abilene Christian University, corresponding author), Noel Landuyt (The University of Texas at Austin), Noel G Landuyt (The University of Texas at Austin) |
| Year | 2023 |
| Volume | 49 |
| Issue | 4 |
| Pages | 426-446 |
| Publication date | 2023-07-04 |
| Peer Reviewed | Yes |
| Open Access | No |
| Type | ARTICLE |
| Venue | Journal of Social Service Research (JOURNAL) |
| Journal identifiers | ISSN: 0148-8376 • E-ISSN: 1540-7314 |
| Publisher | Informa UK Limited (PUBLISHER • GB) |
| DOI | 10.1080/01488376.2023.2236131 |
| OpenAlex | W4384665441 |
| Language | EN |
| Citations received | 1 |
| References cited | 53 |
This study investigates the issue of underwhelming effectiveness in Information Communication Technology (ICT) by employing a sociotechnical knowledge management system (KMS) framework. The conceptual model highlights the combined contributions of the Technical KMS representing ICT, and the Sociocultural KMS in facilitating the syntactic, semantic, and pragmatic processes of Knowledge Integration, ultimately enhancing Organizational Effectiveness. This cross-sectional survey explores the role of ICT in supporting practitioners within human services organizations as they navigate the complexities of addressing their clients’ diverse needs. The study involves a sample of 1,708 frontline caseworkers who participated in the 2022 Survey of Employee Engagement (SEE). Results demonstrate that both Technological KMS and Sociocultural KMS contribute to enhancing Organizational Effectiveness through improved Knowledge Integration. While caseworkers are more satisfied with Technological KMS, Sociocultural KMS yields greater benefits. Additional analyses comparing the 2008 and current survey data reveal ongoing underwhelming effectiveness despite technological advancements. These findings highlight the importance of integrating advanced technology and business processes, advocating for a paradigm shift toward a knowledge-based and sociotechnical perspective. The potential of Artificial Intelligence (AI) is discussed, contingent on addressing ethical concerns, cybersecurity, and privacy. Future research should explore the sociotechnical KMS applications and examine their impact on organizational effectiveness
Information and Communications Technology · Knowledge management · Management science · Sociocultural evolution · Sociology · Sociotechnical system · Computer Science · Engineering · Information Systems Theories and Implementation · Knowledge Management and Sharing · Technostress in Professional Settings
Knowledge Management in the Human Service Domain
Human Services Technology
Evaluating the Feasibility of ChatGPT in Healthcare
Better Bootstrap Confidence Intervals
Information Technology, Workplace Organization, and the Demand for Skilled Labor
Transferring, Translating, and Transforming
Managing unbounded digital transformation
Mediation, Moderation, and Conditional Process Analysis
The use of Electronic Information Systems in social work. A scoping review of the empirical articles published between 2000 and 2019
Transformative lessons learned from Covid-19 to reimagine child welfare work
Impact of Covid-19 on the educational experiences of youth in foster care
An exploratory study of the impact of Covid‐19 on foster parenting
Social processes and team creativity in multicultural teams
The Impact of Covid-19 on the Delivery of an Evidence-Based Child Maltreatment Prevention Program
The subjective experience of information communication technology use among child welfare workers
The impact of Covid-19 on Canadian child maltreatment workers
How child welfare professionals search for, access, and share information
Technology Could Be Harmful Rather Than Beneficial
An Understanding of Optimal Knowledge Management for Social Work Practice
The moderator–mediator variable distinction in social psychological research
Asymptotic Confidence Intervals for Indirect Effects in Structural Equation Models
New recommendations for testing indirect effects in mediational models
| Unique citing works | 1 |
|---|---|
| Citations per year | 1 |
| Citation span | 2026 - 2026 (1) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 1 |