Cloud storage of artifact annotations to support case managers in knowledge-intensive business processes

Abstract

In many domains, there are tasks for which no strict process can be prescribed, but which require the expertise of case managers who work with information from a broad set of sources. To support case managers' highly individual work, we present an approach that enables them to structure their work along a flexible agenda and a diverse collection of artifacts. We propose a cloud-based architecture for annotating artifacts with document- and content-level metadata to support case managers' cognitive effort of organizing, relating and evaluating the multitude of artifacts involved in each case, and describe a tool that provides a consolidated environment for working with artifacts from heterogeneous sources. © 2013 Springer-Verlag.