Adaptive case management in the social enterprise

Authors:
Hamid Reza Motahari-Nezhad;Claudio Bartolini;Sven Graupner;Susan Spence
Affiliations:
Services Research Lab, Hewlett Packard Laboratories, Palo Alto, California;Services Research Lab, Hewlett Packard Laboratories, Palo Alto, California;Services Research Lab, Hewlett Packard Laboratories, Palo Alto, California;Services Research Lab, Hewlett Packard Laboratories, Palo Alto, California
Venue:
ICSOC'12 Proceedings of the 10th international conference on Service-Oriented Computing
Year:
2012

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Abstract

In this paper, we introduce SoCaM, a framework for supporting case management in social networking environments. SoCaM makes case entities (cases, processes, artifacts, etc.) first class, active elements in the social network and connects them to people. It enables social, collaborative and flexible definition, adaptation and enactment of case processes among people. It also offers mechanisms for capturing and formalizing feedback, from interactions in the social network, into the case, process and artifact definitions. We report on the implementation and a case management scenario for sales processes in the enterprise.