When Digital Systems Meet Human-Centred Work: a Qualitative Study of Information Behaviour

Introduction. This study explores how employees engage in information behaviour in professional environments undergoing digital transformation. While digital tools are introduced to support documentation and knowledge sharing, they may disrupt established information practices and professional routines. The study focuses on how individuals negotiate and adapt their information behaviour in response to new documentation tasks, particularly in contexts where interpersonal communication and professional judgment are central. Method. The study is based on qualitative fieldwork conducted over several months in day care institutions within one municipality in Denmark. Data were collected through observations and informal conversations with managerial staff as they engaged with a newly introduced digital documentation task. Nine observation sessions in total are included in the analysis. Audio recordings were transcribed using the Whisper transcription tool and WhisperX for speaker diarization, processed within a secure, GDPR-compliant research infrastructure. Analysis. Information behaviour was analysed using a thematic approach and furthermore interpreted through the lens of information culture. This analytical perspective enabled an examination of the values, norms, and practices shaping their everyday engagement with information and digital documentation systems. Results. The findings show that employees consistently prioritized human-centred and relational work, while digital documentation tasks were often perceived as peripheral and time-consuming. The introduction of the new system conflicted with established information cultures, highlighting uneven digital competencies, uncertainty regarding responsibility, and limited trust in the system. Adapting to the new documentation practices required additional skills, time, and a renegotiation of existing routines. Conclusion. The study demonstrates that understanding everyday information behaviour is essential for aligning digital documentation initiatives with professional values in relational workplaces. Information culture plays a critical role in shaping how individuals respond to technological change.