“We Just Get Frustrated”: Exploring Factors that Shape Information Provision in Disability Services
This study investigates how disability providers engage in information provision within a fragmented disability service system. Through interviews with 61 providers from state, local, and nonprofit agencies from the state of Virginia, we identify two descriptive patterns of organizational information practices and five multi-level shaping factors: system disintegration, bureaucratic complexity, provider expertise, user technological readiness, and community trust.