Computer acceptance by social workers: Some unexpected research findings

Much has been said and written concerning the influence of intrinsic personal and professional factors on the use of computers in general and in the social services in particular. For example, much has been made of the negative attitudes of professional personnel towards computer use. Little data however has been forthcoming to demonstrate the accuracy of this viewpoint. Theoretical analyses of the computerization process have mentioned three general issues in overcoming the imputed outcomes of these negative attitudes. An ex post facto study on computer acceptance by social workers, employed in municipal social service agencies (MSSA) in Israel, where a computerized case management system was implemented, was conducted. The impact of (1) intrinsic attitudes towards computer utilization in Human Services; (2) organizational factors; and (3) system design related factors on system acceptance was explored. It was found that readiness to computerize was related mainly to organizational and system design factors and not, contrary to expectations, to intrinsic attitudes of social workers. Implications of these findings on system implementation are discussed.