One step further from detected contradictions in a child welfare unit—a constructive approach to communicate the needs of social work when implementing ICT in social services

Unintended consequences were detected when a new client data system was taken into use in a child welfare unit in the City of Helsinki, the capital of Finland. This paper describes how social work was practiced during this period of change and analyses the phenomena involved. The concept of agency is central in the theoretical frame of this research. The data consist of written documents, participatory observation and the researcher's cooperation with the unit. Based on the data and by using the tools of semiotic sociology, the period of change was described in the form of four intersecting and parallel stories, each with a specific theme. These stories formed the basis for more theorising in which models of action theories were used. The results of this study showed that in the situation of inadequate human resource allocation for social work the data system took on a role of an agent. There was evidence of unintended consequences on the basic task in child welfare as the data system affected the work pr...