All too often information and communication technologies (ICT) feel like a problem and not a solution;a cost not an investment; a hindrance not a help in getting the job done. In short, all too often managers and practitioners in social welfare feel crushed by the ICT juggernaut. The aim of this book is to put you back in the driver’s seat.

This is not another book about the technicalities of ICT. Indeed, our view is that an overemphasis on the technical aspects of ICT often prevents ICT being used in an effective and creative way. We agree with Frances Cairncross:

ICT is often viewed far too narrowly: either seen solely in technical terms or limited to the universal cream-coloured box present on every desk. In this book, ICT is not technical: it is social. Information and communication technologies “are social in that they define how people do things such as how they get information, work, communicate and are educated” (Dutton, 2001, p 4). Indeed, ICT can be defined as “the means by which social interaction is mediated across a series of technological networks” (Fitzpatrick, 2003, p 131). Consequently, ICT can be a powerful tool for social engagement, communication, participation and service delivery. This means that managers and practitioners in social welfare are already in a good position to use ICT effectively; after all, we do have people skills.

This book is aimed at managers and practitioners across social welfare. This includes those working in advice or benefits, those in community development, employment service staff, health practitioners, housing staff, local government officers, rights workers, social care and social work staff, policy analysts, and staff in the voluntary sector as well as community activists and ‘social entrepreneurs’. The book will be useful for students and academics in sociology and social policy seeking to link the conceptual themes of their studies with practice and development on the ground.

It is also hoped that, for those of you with the technical understanding of ICT, the unique ‘people first’ approach used here will prove complementary to your existing skills.