Technology at work in the human services

A factor in current organizational and social turbulence is rapid technological change

I am sharing the text of an article I wrote for publication in 2018 but then withdrew (long story). I am working on a new (different, better) article so sharing this version in case anyone is interested in the findings of my doctoral thesis - but doesn't want to read the whole thing!

I think the paper has continued relevance today and adds to discussions about our 'entanglement' with new technologies including AI. The focus is on human services (health, social care, education etc.) but my view is that similar processes operate in all kinds of organizations and in wider society.

The paper aims to develop theory and practice in systems-psychodynamics in relation to the role of technology within the organization of work. It argues for the importance of technology as a significant actor within, and mediator of, human processes in the 21st Century.

It is proposed that leaders and consultants need to find ways to enable a thoughtful and containing engagement with technology, otherwise the promises of technology may be lost.

This is a link to the article in Google Drive: Technology at Work Full Article

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Neuroscience and Negative Capability

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Digital transformations

This paper has been published as Waggett, N. (2025). Digital transformations: Exploring the human-technology constellation in our entangled organisations. Organisational & Social Dynamics 25(1) 52–72 (2025) Organisational and Social Dynamics, 25, 52-72. doi: 10.33212/osd.v25n1.2025.52 ABSTRACT Work, organisations, and society have been transformed by digital technologies. Information and communication technologies are increasingly important to the management and delivery of human services. Significant sums are invested with the expectation that new technology will drive positive changes such as improving service user experience, efficiency, and outcomes. Sometimes the promises of technology are not fully realised. As researchers and practitioners in organisational and social dynamics it is important to understand how these technologies are affecting the ways in which we organise, communicate, and relate. In this article I explore one aspect of this dynamic, ...

In the age of the smart machine (again)

In the age of the smart machine How can we benefit from the opportunities of digitization and AI in ways that improve both the provision of services and the experience of those working in them? As a way of reflecting on the current imperative to benefit from the role-out of AI across business and public services, I have been re-reading Shoshana Zuboff’s seminal study ‘In the age of the smart machine’ . This book, published in 1988, traced the implementation of an earlier generation of computer technologies. Whilst AI has many different characteristics, opportunities and potential risks, I think Zuboff’s analysis continues to have relevance and can provide insight into what is happening today. Automate or informate A key distinction Zuboff makes is between technology used to automate work processes or to informate them. If technology is used only to automate work: it can reduce skill levels, and dampen the urge towards more participatory and decentralized...

Dr Nick Waggett

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