Presentation at the workshop "Business Process Management and Social Software" on our new Enterprise Activity Streams project.

1. Emergent Case Management for Ad-hoc Processes A Solution Based on Microblogging and Activity Streams Martin Böhringer Chemnitz University of Technology Business Information Systems Research Group Prof. Dr. Peter Gluchowski http://tu-chemnitz.de/wirtschaft/wi2 http://twitter.com/boehr

2. Aboutme Chemnitz University of Technology PhD Student since 2/09 Business Information Systems Focus on Social Software for the Enterprise http://upload.wikimedia.org/wikipedia/commons/c/c6/Europe_%28orthographic_projection%29.svg

3. Agenda Ad-hoc Processes (Emergent) Case Management Possible Solution: Activity Streams Conclusions

4. The problem “Knowledge worker productivity is the biggest of the 21st century management challenges.” Peter Drucker Where is BPM in this picture?

5. vs. “classic” BPM knowledge work holistic BPM Left: http://en.wikipedia.org/wiki/File:Final_assembly_3.jpg Right: TheImageGrouphttp://www.flickr.com/photos/theimagegroup/369893824/sizes/m/in/photostream/

6. Currentdiscussions Recently, BPM discusses Case Management as solution for ad-hoc processes

7. Case Management Nocommonunderstandingoftheterm Forrester: „A highly structured, but also collaborative, dynamic, and information-intensive process […]. […] the case folder would include all the documents, data, collaboration artifacts, policies, rules, analytics, and other information needed to process and manage the case”

8. Towards a Framework Case Management rethought Whatisthegoal? Supportingtheexecutionoflessstructuredprocesses Who istheuser? MainlyKnowledgeWorkers Whatdoestheirworkconsistof? Knowledge-intensive Activities Whatareartifactsoftheirwork? Documents Actions in Legacy Information Systems Information nuggets, communication

9. (Emergent) Case Management

10. Case Management andSocial Software? Suggestion: Social Software toolscouldsupport Case Management functionality Oreven: Social Software toolsalreadyprovidesomekindof Case Management  Microblogging anditssuccessor Activity Streams

11. Example Twitter (Links to) Artifacts (Documentationof) Activities Hashtagsas Case Identifiers

12. ExampleFacebook (Links to) Artifacts (Documentationof) Activities

13. Relation to Case Management? Annotation tostreamentries Included in thestream Activity Stream

14. Example: „extended“ Facebook (Links to) Artifacts on mywayto NY tovisit out customer Testcompany. @petercouldyoupleasehave a lookatthedraftofoursalespresenation? You find itat http://intranet/easlink9dsf83a (Documentationof) Activities Martin created a newpresentation. Stefan createdthepresentation „Sales presentationfor Testcompany. http://intranet/easlink2390d6 Stefan created a newinvoice. Stefan created an invoiceforcustomer Testcompany for 23,000.00$. http://intranet/easlink23asd9

15. Example: „extended“ Twitter Hashtagsascaseidentifier (Documentationof) Activities

16. Example: SalesforceChatter Built-in casesupport (Documentationof) Activities (Links to) Artifacts

17. Towards Enterprise Activity Streams Ourgoal: buildandtest an Enterprise Activity Stream systemwithintegratedsupportfor Case Management Currentworkpackages: Extending activitystrea.ms protocolfor Enterprise Activity Streams (started) Building a middlewareforactivityextractionandmanagement (started) Building a frontendfor Case Management based on Enterprise Activity Streams (planned) Test Case Management with Activity Streams in real lifescenarios

18. Challenges Integrate in legacy systems, capture all activities in the enterprise Lots of distributed „activity providers“ Privacy and rights management Front-end design to avoid information overflow

19. Conclusions Enterprise activitystreams will be in themarket in 2011 SalesforceChatter Yammer‘snewversion SocialcastEase (Enterprise Activity Stream Engine) 2 optionsfor BPM tobenefit: Case Management Tools include EAS functionality BPM communityadopts EAS systemsfor Case Management

20. Thankyou! Martin Böhringer http://twitter.com/boehr martin.boehringer@wirtschaft.tu-chemnitz.de

21. BPM & Activity Streams Business ProcessManagement Ok, wesupport Ad-hoc processeswith Activity Streams. But whereistheManagementpart? Tag analysisandgardening Setting cultureandrules Supportingemergingstructuresandspecialneedswithbots Combining EAS withProcess Models?