A systematic review of technology-mediated social work practice: Benefits, uncertainties, and future directions

Social workers are increasingly using digital technology and online platforms in service delivery, with many services having moved online in 2020 following the emergence of the COVID-19 pandemic. A systematic literature review was conducted to synthesize research on the benefits and uncertainties of technology-mediated social work practice. Relevant keywords were searched in the following databases, Scopus, EbscoHost, SocINDEX, and Google Scholar. A total of 28 articles were included in this review, and their findings were synthesized thematically. Findings The review revealed several benefits of using digital tools and online platforms, including providing services to the larger population and making social work more available and accessible. However, while technology was widely employed in social work practice, there were some uncertainties about the impacts of technology on practice, maintaining professional boundaries, and concerns over privacy and confidentiality. Implication There is a need for further support for social workers to access flexible, efficient, and creative tools to maintain the quality of service delivery. The interdisciplinary collaboration between social work bodies and organizations with technology developers will improve technology-mediated social work practice to be aligned with professional principles, ethics, and values.