The evolution of adaptive case management from a DSS and social collaboration perspective

Abstract

The paper outlines the recent trends in the evolution of adaptive case management (ACM). One such trend is for ACM systems to increasingly often include, besides decision support and knowledge management, functionalities that are typical of group work support or social networking. A social ACM (SACM) connects knowledge workers within a collaborative environment and brings business cases, along with supporting components, into a social space, thus turning them into elements of a social network. In addition, SACM offers mechanisms to capture and formalize feedback and interactions. The paper seeks to illustrate ways in which modern-day social networking technology and existing social networks can be exploited by businesses. Since ACM is commonly incorporated into decision support systems (DSS), the paper also attempts to explore the evolution of ACM and DSS from an architectural perspective, making a reference to the DSS architecture described in a prior article by these same authors [1].