New Technologies Supporting the Shift to User-Led Approaches in Social Services: A Study of the Implementation of Baromètre

Abstract User-led approaches are increasingly common in the field of social services and call for significant change in social service culture and practices. This research1 aims to study the implementation process of a new technology tool, Baromètre, as a socio-technical tool contributing to a culture shift in social services. We used a qualitative approach and a multiple case method in four implementation practice settings. We carried out individual interviews and focus group interviews with services users and professionals from which we reconstructed case histories. Using the convention theory and logics of action, we identified three types of social compromises that influence conditions of implementation: the inflexion compromise, the scheduling compromise, and the libertarian compromise. The results show us that the use of technology is relevant but cannot be the only vector of change in social work practices.