Resistance and Power

Abstract

It is clear that computer implementation in social service facilities, despite their recognized need, may be delayed or aborted due to user resistance. The literature has suggested that many factors may contribute to this phenomenon, one possible explanation being the shift in power structures as organizations move from manual to automated systems. This study was conducted at Anne Arundel County Department of Social Services to test this hypothesis among a group of front line social workers, 64% of whom have MSWs. It was found that the general level of acceptance of computers was high, but that there were considerably lower levels of acceptance when related to the organization's power to monitor and evaluate worker's performance. When analyzed further, a substantial number of respondents indicated that they were threatened by this power and confused as to how it would be utilized. It was noted that this study suffered from a number of limitations and that further research in this area was required. In addition, it was suggested that despite a sense of general positive attitudes, areas of resistance may reside within groups and that this resistance requires positive intervention strategies if the project is to succeed.