Information Literacy as a Key Challenge to Improve Social Protection in France through New Uses of Collaborative Information

Objectives

From an Information Literacy perspective to improve existing or create new services, we propose to study the development of individual and collective informational skills, both for employees and users, in order to contribute to transform Social Protection Organizations in France in learning organizations in a new collective intelligence and organizational intelligence) dynamic. For us, these organizations correspond to new digital territories, approached as new informational spaces of cooperation and innovation for new services co-constructed with users. Communication is also a lever for understanding the change in organizations which are built through projects and narratives while trying to discern the invisible and hidden side of work. We will insist on the development of new information and communication skills both of employees and users with the role of socio-technical devices in a global context of digital transformation and the Internet of Things.

Methodology

We qualify our global positioning as ICCOE: Information & Communication and Confidence for Organizing Ecosystems. We also insist on resilience and reliance aspects on territories. Within the interdisciplinary field of information and communication sciences, we position in a collaborative action research perspective in Information Literacy, considering organizations as new informational and communicational spaces to produce validated knowledge for action based on cooperation between academics and local actors.We have developed this approach in Social Protection Organizations:

  • In the Family Allowance Funds (CAF), in particular in Seine-et-Marne department, with the observation of the platform « caf.fr » to build « the Caf of future ».
  • In Health Territorial Professional Communities or CPTS (hospitals, retired people establishments or EHPAD, doctors, nurses, pharmacies, local authorities, etc.), through the analysis of a new intermediation platform: Conex santé (https://telemedecine.conexsante.com).

The data were obtained through interviews with the actors of these organizations and through participatory observation sequences with the support of the digital tools mentioned: caf.fr or Conex santé.

Outcomes

We propose new approaches to service organizations of the Social Protection sector as spaces of cooperation and innovation. We will especially work to develop new uses of cooperative data to promote a new contributive evaluation way of these organizations, in a perspective of co-innovation involving all the actors around new co-constructed services. So we may also try to analyze the evolution of informational and communicational skills of main actors to improve existing or develop new services, in an idea of new « learning organizations ». In particular, we will analyze how the studied organizations rely on the associative sector in their territory to train a wider public in the new uses of digital technology We will also try to better mobilize the specificity of the informational and communicational skills of the actors in order to reveal obscure sides of their activity (idea of “iceberg of activity”).

References

  • Bourret, C., Gheller, J., & Parrini-Alemanno S., (2022). Changes in social protection and territorial issues: New cooperations and services innovations in the health and social sectors in France. In Proceedings 32st RESER Conference: Looking Back to Move forward the Past, Present and Future of Service Science (pp. 48–51). Paris: Université Gustave Eiffel.
  • Linstead, S., Maréchal, G., & Griffin, R.W. (2014). Theorizing and researching the dark side of organization. Organization Studies, 35(2), 164–168.
  • Wilensky, H. L. (1967). Organizational intelligence: Knowledge and policy in government and industry. New York: Basic Books Publisher.

Christian Bourret
DICEN IdF & Université Gustave Eiffel, Paris, France

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