Implementing Electronic Information Systems in Human Service Organisations: The Challenge of Categorisation

Abstract

The deficits of current designs of electronic information systems (IS) that have been implemented in human service organisations (HSO) have been presented in detail in evaluations and public inquiries, and attention has now turned to how they might be redesigned for the future. In this article, findings from the first stage of a programme of ethnographic research with HSOs at varying stages of designing, implementing, using and evaluating IS are reported. Specifically, insights are offered that will assist with the challenge of deciding how information about service users and service activity should be categorised within an IS.

Keywords:

• electronic information system
• participatory design
• categorization

Acknowledgements

The author would like to thank the individuals and social work organisations who have so generously provided their support for the research.

Additional information

Funding

Funding to support this research has been provided by the Australian Research Council through a Discovery Early Career Research Award [DE13010004].

Notes on contributors

Philip Gillingham

Philip Gillingham is a Senior Research Fellow at the University of Queensland, Brisbane, Australia. Correspondence to: Philip Gillingham, School of Social Work and Human Services, University of Queensland, St. Lucia Campus, Brisbane, Queensland, Australia. Email: [email protected]