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Casebook: A Cloud-Based System of Engagement for Case Management
Sept.-Oct. 2013 (vol. 17 no. 5)
pp. 30-38
Hamid R. Motahari-Nezhad, Hewlett-Packard Labs
Susan Spence, Hewlett-Packard Labs
Claudio Bartolini, Hewlett-Packard Labs
Sven Graupner, Hewlett-Packard Labs
Charles Bess, Hewlett-Packard Labs
Marianne Hickey, Hewlett-Packard Labs
Parag Joshi, Hewlett-Packard Labs
Roberto Mirizzi, Hewlett-Packard Labs
Kivanc Ozonat, Hewlett-Packard Labs
Maher Rahmouni, Hewlett-Packard Labs
Casebook embraces social and collaboration technology, analytics, and intelligence to advance the state of the art in case management from systems of record to a system of engagement for knowledge workers. It addresses complex, inefficient work practices, information loss during hand offs between teams, and failure to learn from previous case experience. Intelligent agents help people adapt to changing work practices by tracking process evolution and providing updates and recommendations. Social collaboration surrounding cases integrates communication with information and supports collaborative roadmapping to enable people to work as they collaborate, thus accelerating how quickly and accurately they handle cases.
Index Terms:
collaborative computing,case management,flexible processes,knowledge management and reuse
Citation:
Hamid R. Motahari-Nezhad, Susan Spence, Claudio Bartolini, Sven Graupner, Charles Bess, Marianne Hickey, Parag Joshi, Roberto Mirizzi, Kivanc Ozonat, Maher Rahmouni, "Casebook: A Cloud-Based System of Engagement for Case Management," IEEE Internet Computing, vol. 17, no. 5, pp. 30-38, Sept.-Oct. 2013, doi:10.1109/MIC.2013.58
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