| The Internet age has introduced a whole new set of technologies and associated challenges of best to implement these technologies in public service systems, particularly the public Vocational Rehabilitation (VR) program. Information and communication technology (ICT) refers to a group of electronic devices as well as the application of those devices for communication and information-sharing. Research has identified several individual, organizational, and technological factors that are likely to impact technology adoption of individuals. However, little is known about the complexity arising from these factors and how this impacts counselors' adoption and use of technology in VR. This research studied ICT adoption and utilization by counselors in four state VR agencies in the northeast of the United States, using a case study design. Data were obtained through document review, a survey of state VR counselors, in-depth qualitative interviews with counselors, and field observations of counselors with customers in their practice.;Survey findings showed that counselor ICT use with customers spanned across all types of populations and disabilities, use being limited to looking up information, identifying resources, and customer communication. Most counselors thought the Internet compatible with the rehabilitation process and philosophy, allowed relationship-building, and fit their work style. Interview findings highlighted the benefits and disadvantages of ICT in VR. Regression analysis of survey data confirmed three sets of theoretical factors---counselor characteristics, VR agency and technology characteristics as perceived by counselors---that impact counselor ICT adoption and utilization in VR. The findings, which are in line with existing technology acceptance theories (diffusion of innovations and technology acceptance model), informed the development of four predictive models of counselor ICT adoption and utilization in VR.;The study concludes that ICT plays an important and transformative role in VR. However, growth in ICT use in general raises questions about the personal aspect of counseling and guidance. Therefore, a balance needs to be struck between capitalizing on technology's efficiency while still focusing on the "human" in a human services program. The study makes recommendations for policymakers, state VR agencies, VR counselors and practitioners, individuals with disabilities, and future research in rehabilitation and technology acceptance. |
