ABSTRACT
This chapter presents a case study focusing on the use of new media in a specific setting: a human service organisation. Before turning to the details of this case study, it is necessary to clarify the two types of effect that the introduction of Information and Communication Technology (ICT)s in organisations could bring about. They make use of Sproull and Kiesler in order to distinguish between the first-level and second-level effects of technologies. The goal is to examine how the social workers in this organisation perceived the use of an intranet that was about to be imposed on them by their management and how they thought this obligatory use would affect their professional practices. Hasenfeld argues that the relationships between citizens and the welfare state are mediated by human service organisations such as hospitals and municipalities, which register and respond to citizens' claims.
