Social Informatics: The Humans Behind the Algorithms

Have you ever thought that the technology we use every day isn't actually neutral? I mean, technology isn't purely good or bad; it all depends on who uses it and how they use it. How we use it, the rules that govern it, and its effects on society are all shaped by social and cultural contexts.

Well, there's a theory about it. I once studied Library Information Science for my undergraduate degree, and in my fifth semester, I took the course "Information and Society." The course was quite theoretical, but interesting because it discussed the intricacies of ICT from a social science perspective. It wasn't just about libraries, which would be boring.

Okay, so this theory is called Social Informatics, a field of study that examines the relationship between technology and society. This concept was first introduced by Rob Kling, a computer science professor at Indiana University. The point? Technology isn't just shaped by humans, it also shapes our social lives.

Social Informatics Triangle Model

Technology and society: Who shapes whom?

It's often said that technology is "neutral," but the reality isn't that simple. According to Kling & Scacchi (1982), information technology (ICT) is essentially a "socio-technical system" — a combination of humans, social norms, culture, hardware, software, and supporting systems.

Therefore, we cannot view technology solely from a technical perspective. Examples?

• AI & automation → many jobs are replaced by machines, but on the other hand, new jobs are created.
• Social media → facilitates communication, but also has the potential to increase the risk of cyberbullying and the spread of hoaxes.
• E-commerce → makes shopping easier, but makes small businesses have to compete more fiercely.

Technology is not just a tool; it also has social effects that can be good or bad, depending on how we use it.

Three Approaches to Social Informatics

According to Kling (1980), there are three ways to view the relationship between technology and society:

1. Normative → focuses on how technology can be designed better for humans. Example: Participatory design, where users are "invited" into the technology development process.
2. Analytical → analyzing patterns of technology use within a particular culture or organization. Example: A study of how companies adopt new technology and its impact on workers.
3. Critical → not simply accepting technology at face value, but also looking for potential problems. Example: Suchman's (1996) study of a law firm that wanted to automate administrative tasks, but found that the tasks required more human thought than the system had anticipated.

Technology doesn't always have the same impact everywhere.

One interesting finding in Social Informatics is that the effects of technology can vary across settings.

• King (1983): In some companies, technology makes work more efficient. In others? It actually makes bureaucracy more complex.
• Kling & Jewett (1994): ICT can enrich or diminish workers' skills, depending on how it is implemented.

Meaning? Technology doesn't always have a direct and automatic effect. Social and cultural factors also determine the final outcome.

The Internet and socio-technical networks.

When technology is connected to the internet, its social effects are even broader. According to Sawyer, Farber & Spillers (1997), examples of its effects are:

• Mobile phones and the internet → make information more accessible, but also create digital inequality.
• Remote work → facilitates global teams, but also blurs the boundaries between work and personal life.

Many people think the internet always makes life easier. But according to Kling (1999), that's not always true. Some organizations have successfully adapted to ICT, while others have made things more complicated.

So, what exactly is social informatics?

In short, it's how we understand that technology isn't just a tool, but also shapes and is influenced by people, culture, institutions, and policies. Until now, many of us thought that technology was neutral, simply made → used → done. But social informatics teaches us that technology has profound social and economic impacts.

Why should we learn this? Because we live in the digital age, where every click, algorithm, and innovation never stands alone. There's a domino effect that makes technology either a solution or a new problem. By understanding this, we can be more critical, aware, and prepared to face changes in the digital world.

Technology isn't just about code and hardware, but also about the people who use it. So, the next time a new technology arrives, don't just think, "Wow, that's cool, what can it be used for?" but also, "What impact will it have on society?" If this mindset is ingrained, we won't just be users, but also wiser actors in the digital ecosystem.

If we want technology to be truly beneficial, we must understand how humans and technology shape each other.

As Kling (1999) said:

“Technology cannot be separated from its social context. Its design and use are always influenced by culture, policy, and human needs.”

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