Electronic Information Systems and Human Service Organizations: The Needs of Managers

Abstract

It has been acknowledged that electronic information systems (IS) implemented in human service organizations (HSOs) have undermined frontline practice and privileged the needs of managers over those of practitioners. Attention has turned to how they might be better designed to meet the needs of practitioners, but understanding the needs of managers in relation to IS is also crucial. Based on the findings of ethnographic research, insights are provided into the needs of managers in HSOs in relation to IS. The implications for making effective use of current designs of IS and future IS design are discussed.