ICT-mediated social work practice and innovation: professionals’ experiences in the Norwegian Labour And Welfare Administration

Abstract

The widespread adoption of ICT today has a significant impact on the social work profession. In the Norwegian Labour and Welfare Administration (NAV), a new specialization, ICT-mediated or digital social work, is taking shape. It requires new knowledge, including guidelines for theories, methods and ethics to support skilful ICT use for professional goals. This article combines Rogers’ diffusion of innovations theory with perspectives from social work and technology to advance the understanding of ICT-mediated practice amongst frontline social workers in NAV. Through a qualitative research approach, this study reveals the distinct characteristics of current digital social work in NAV and discusses activities that help further realize ICT’s potential for social work innovation.