Limited Benefits of Technological Advances in Human Service Organizations: Going beyond the Hype Using Sociotechnical Knowledge Management System

Kyeonghee Jang · Noel G. Landuyt

12 citations0/0 files storedJournal of Social Service Research

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Knowledge Management and Sharing Information Systems Theories and Implementation Knowledge Management and Technology

Abstract

This study investigates the issue of underwhelming effectiveness in Information Communication Technology (ICT) by employing a sociotechnical knowledge management system (KMS) framework. The conceptual model highlights the combined contributions of the Technical KMS representing ICT, and the Sociocultural KMS in facilitating the syntactic, semantic, and pragmatic processes of Knowledge Integration, ultimately enhancing Organizational Effectiveness. This cross-sectional survey explores the role of ICT in supporting practitioners within human services organizations as they navigate the complexities of addressing their clients’ diverse needs. The study involves a sample of 1,708 frontline caseworkers who participated in the 2022 Survey of Employee Engagement (SEE). Results demonstrate that both Technological KMS and Sociocultural KMS contribute to enhancing Organizational Effectiveness through improved Knowledge Integration. While caseworkers are more satisfied with Technological KMS, Sociocultural KMS yields greater benefits. Additional analyses comparing the 2008 and current survey data reveal ongoing underwhelming effectiveness despite technological advancements. These findings highlight the importance of integrating advanced technology and business processes, advocating for a paradigm shift toward a knowledge-based and sociotechnical perspective. The potential of Artificial Intelligence (AI) is discussed, contingent on addressing ethical concerns, cybersecurity, and privacy. Future research should explore the sociotechnical KMS applications and examine their impact on organizational effectiveness.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 12 citations exist upstream.

References

1982Asymptotic Confidence Intervals for Indirect Effects in Structural Equation Models 2001Review : Knowledge Management and Knowledge Management Systems: Conceptual Foundations And Research Issues1,2 2002Information Technology, Workplace Organization, and the Demand for Skilled Labor: Firm-Level Evidence 2004Transferring, Translating, and Transforming: An Integrative Framework for Managing Knowledge Across Boundaries 1989Information Technology And Organisational Change 2020Has COVID-19 Accelerated Digital Transformation? Initial Lessons Learned for Public Administrations 2022Boundary objects, knowledge integration, and innovation management: A systematic review of the literature 2022Improving Human-AI Partnerships in Child Welfare: Understanding Worker Practices, Challenges, and Desires for Algorithmic Decision Support

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.