References

• Abbott, A. (1988). The system of professions: An essay on the division of expert labor. University of Chicago Press.
   Google Scholar
• Barlow, C., & Hall, B. L. (2007). ‘What about feelings?’: A study of emotion and tension in social work field education. Social Work Education, 26(4), 399–413. https://doi.org/10.1080/02615470601081712
   Google Scholar
• Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77–101. https://doi.org/10.1191/1478088706qp063oa
   Google Scholar
• Breit, E., Egeland, C., Løberg, I. B., & Røhnebæk, M. T. (2021). Digital coping: How frontline workers cope with digital service encounters. Social Policy & Administration, 55(5), 833–847. https://doi.org/10.1111/spol.12664
   Web of Science ®Google Scholar
• Buffat, A. (2015). Street-level bureaucracy and e-government. Public Management Review, 17(1), 149–161. https://doi.org/10.1080/14719037.2013.771699
   Web of Science ®Google Scholar
• Capgemini, IDC, Europe Rand, DTi & Sogeti. (2010). Digitizing Public Services in Europe: Putting ambition into action. 9th Benchmark Measurement. December 2010. https://www.capgemini.com/consulting/wp-content/uploads/sites/30/2017/07/Digitizing_Public_Services_in_Europe__Putting_Ambition_into_Action.pdf
   Google Scholar
• Cho, Y. J., & Song, H. J. (2017). Determinants of turnover intention of social workers: Effects of emotional labor and organizational trust. Public Personnel Management, 46(1), 41–65. https://doi.org/10.1177/0091026017696395
   Web of Science ®Google Scholar
• Collins, R. (2005). Interaction ritual chains. Princeton University Press.
   Google Scholar
• De Witte, J., Declercq, A., & Hermans, K. (2016). Street-level strategies of child welfare social workers in Flanders: The use of electronic client records in practice. British Journal of Social Work, 46(5), 1249–1265. https://doi.org/10.1093/bjsw/bcv076
   PubMed Web of Science ®Google Scholar
• Derks, D., Fischer, A. H., & Bos, A. E. (2008). The role of emotion in computer-mediated communication: A review. Computers in Human Behavior, 24(3), 766–785. https://doi.org/10.1016/j.chb.2007.04.004
   Web of Science ®Google Scholar
• Fang, L., Tarshis, S., McInroy, L., & Mishna, F. (2018). Undergraduate student experiences with text-based online counselling. The British Journal of Social Work, 48(6), 1774–1790. https://doi.org/10.1093/bjsw/bcx111
   Web of Science ®Google Scholar
• Guy, M. E., Newman, M. A., Mastracci, S. H., & Maynard-Moody, S. (2010). Emotional labor in the human service organization. In Y. Hasenfeld (Ed.), Human services as complex organizations (pp. 291–309). Sage Publications.
   Google Scholar
• Hochschild, A. R. (1979). Emotion work, feeling rules, and social structure. American Journal of Sociology, 85(3), 551–575. https://doi.org/10.1086/227049
   Web of Science ®Google Scholar
• Kemper, T. D. (1978). Toward a sociology of emotions: Some problems and some solutions. The American Sociologist, 13(1), 30–41. http://www.jstor.org/stable/27702310
   Google Scholar
• Lange, A.-C., Lenglet, M., & Seyfert, R. (2019). On studying algorithms ethnographically: Making sense of objects of ignorance. Organization, 26(4), 598–617. https://doi.org/10.1177/1350508418808230
   Web of Science ®Google Scholar
• Lavee, E. (2021). Who Is in charge? The provision of informal personal resources at the street level. Journal of Public Administration Research and Theory, 31(1), 4–20. https://doi.org/10.1093/jopart/muaa025
   Web of Science ®Google Scholar
• Lipsky, M. (2010). Street-level bureaucracy: Dilemmas of the individual in public services (30th anniversary expanded ed.). Russell Sage Foundation.
   Google Scholar
• López Peláez, A., & Marcuello-Servós, C. (2018). e-Social work and digital society: Re-conceptualizing approaches, practices and technologies. European Journal of Social Work, 21(6), 801–803. https://doi.org/10.1080/13691457.2018.1520475
   Web of Science ®Google Scholar
• Ministry of Local Government and Modernisation. (2016). Digital agenda for Norge—IKT for en enklere hverdag og økt produktivitet (St. mld. 27 (2015-2016)). https://www.regjeringen.no/no/dokumenter/meld.-st.-27-20152016/id2483795/
   Google Scholar
• Moesby-Jensen, C. K., & Nielsen, H. S. (2015). Emotional labor in social workers’ practice. European Journal of Social Work, 18(5), 690–702. https://doi.org/10.1080/13691457.2014.981148
   Web of Science ®Google Scholar
• Parton, N. (2006). Changes in the form of knowledge in social work: From the ‘social’ to the ‘informational’? British Journal of Social Work, 38(2), 253–269. https://doi.org/10.1093/bjsw/bcl337
   Web of Science ®Google Scholar
• Røhnebæk, M., & Løberg, I. B. (2021). Kontroll eller samhandling? Nytt Norsk Tidsskrift, 38(1-02), 73–85. https://doi.org/10.18261/issn.1504-3053-2021-01-02-07
   Google Scholar
• Scheff, T. J. (1997). Emotions, the social bond, and human reality: Part/whole analysis. Cambridge University Press.
   Google Scholar
• Senghaas, M., Freier, C., & Kupka, P. (2019). Practices of activation in frontline interactions: Coercion, persuasion, and the role of trust in activation policies in Germany. Social Policy & Administration, 53(5), 613–626. https://doi.org/10.1111/spol.12443
   Web of Science ®Google Scholar
• Susskind, R., & Susskind, D. (2015). The future of the professions: How technology will transform the work of human experts. Oxford University Press.
   Google Scholar
• Zhu, H., & Andersen, S. T. (2020). ICT-mediated social work practice and innovation: Professionals’ experiences in the Norwegian Labour And Welfare Administration. Nordic Social Work Research, 1–15. https://doi.org/10.1080/2156857X.2020.1740774
   Google Scholar