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This paper aims to address the need for responsive methodologies to investigate how information and communication technologies (ICTs) are used in non‐business and non‐corporate environments.

The paper presents a case study on developing an IT strategic plan in a community organisation using the process modelling and analysis methodology called “Co‐MAP”.

Co‐MAP as a methodology is significant in being a participatory, responsive, and non‐obtrusive tool to work with welfare workers in getting to articulate information, knowledge and technical issues for decision making.

The research provides a way of obtaining knowledge about structuring of social‐technical relationships in a welfare organisation through a sympathetic approach to its business and culture.

Co‐MAP could be fruitfully used in other organisations, though whether this needs an external facilitator to carry out the process and manage the complex data analysis process is a moot point.

The significance of this case study is that it develops a model for adaptation of how to research and represent data, information, and knowledge flows within a social services organisation, for which there are few other detailed case studies.