Information Systems and Human Service Organizations: Managing and Designing for the “Occasional User”

Abstract

Electronic information systems that provide functionality across all areas of service activity are being implemented in human service organizations with the aim of creating a “single source of truth.” Their creation and maintenance as such relies on increased interaction with the IS of all staff within an organization, which has complicated the process of designing for end users’ needs. Drawing from ethnographic research, a hitherto neglected type of user, the “occasional user,” is identified and the problems they may pose explored. Strategies to manage and design for these problems are suggested to promote reflection and debate.

• electronic information system
• human services organization
• information system design
• occasional user
• single source off truth