技术进步在人类服务组织中的有限好处:超越使用社会技术知识管理系统的炒作

IF 1.4 4区社会学 Q2 SOCIAL WORK

Journal of Social Service Research Pub Date : 2023-07-04 DOI:10.1080/01488376.2023.2236131

Kyeonghee Jang, Noel Landuyt

{"title":"技术进步在人类服务组织中的有限好处:超越使用社会技术知识管理系统的炒作","authors":"Kyeonghee Jang, Noel Landuyt","doi":"10.1080/01488376.2023.2236131","DOIUrl":null,"url":null,"abstract":"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.","PeriodicalId":47419,"journal":{"name":"Journal of Social Service Research","volume":"49 1","pages":"426 - 446"},"PeriodicalIF":1.4000,"publicationDate":"2023-07-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Limited Benefits of Technological Advances in Human Service Organizations: Going beyond the Hype Using Sociotechnical Knowledge Management System\",\"authors\":\"Kyeonghee Jang, Noel Landuyt\",\"doi\":\"10.1080/01488376.2023.2236131\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"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.\",\"PeriodicalId\":47419,\"journal\":{\"name\":\"Journal of Social Service Research\",\"volume\":\"49 1\",\"pages\":\"426 - 446\"},\"PeriodicalIF\":1.4000,\"publicationDate\":\"2023-07-04\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Social Service Research\",\"FirstCategoryId\":\"90\",\"ListUrlMain\":\"https://doi.org/10.1080/01488376.2023.2236131\",\"RegionNum\":4,\"RegionCategory\":\"社会学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q2\",\"JCRName\":\"SOCIAL WORK\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Social Service Research","FirstCategoryId":"90","ListUrlMain":"https://doi.org/10.1080/01488376.2023.2236131","RegionNum":4,"RegionCategory":"社会学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"SOCIAL WORK","Score":null,"Total":0}

引用次数: 0

摘要

摘要本研究采用社会技术知识管理系统（KMS）框架，调查了信息通信技术（ICT）效率低下的问题。概念模型强调了代表信息和通信技术的技术知识管理系统和社会文化知识管理系统在促进知识整合的句法、语义和语用过程方面的综合贡献，最终提高了组织效能。这项横断面调查探讨了信息和通信技术在支持人力服务组织内的从业者应对客户多样化需求的复杂性方面的作用。这项研究涉及1708名一线个案工作者，他们参加了2022年员工敬业度调查（SEE）。结果表明，技术KMS和社会文化KMS都有助于通过改善知识整合来提高组织效能。虽然个案工作者对技术KMS更满意，但社会文化KMS产生了更大的好处。对比2008年和当前调查数据的其他分析显示，尽管技术进步，但效果仍不尽如人意。这些发现强调了整合先进技术和业务流程的重要性，倡导向知识和社会技术视角的范式转变。讨论了人工智能（AI）的潜力，这取决于解决道德问题、网络安全和隐私问题。未来的研究应该探索社会技术KMS的应用，并检查它们对组织有效性的影响。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

查看原文本刊更多论文

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

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.

求助全文

通过发布文献求助，成功后即可免费获取论文全文。去求助

来源期刊

Journal of Social Service Research SOCIAL WORK-

CiteScore

2.70

自引率

6.20%

发文量

期刊介绍： The Journal of Social Service Research is exclusively devoted to empirical research and its application to the design, delivery, and management of the new social services. The Journal focuses on outcomes-based research and practice, and clearly presents the different types of funded and non-funded state-of-the-art research being carried out in the field. Each issue effectively highlights both the quantitative and qualitative methodologies. Contributors from the national and international social service arenas provide an important and critical basis for management and policy decisions in a wide variety of social service settings.