The increased use of collaboration and social media to support

You should not think of knowledge work as necessarily being the work of librarians who collect and organize information. It is instead about work that is not routine work, for which knowledge of the specifics of the situation is required to determine the pattern of the work.

Take a “design-for-people” approach. Identify which processes and people should use a case management approach. Inventory key workplaces required for types of knowledge workers and options for construction. Let usability and design skills drive process design and look broadly at how information is used to support knowledge workers. Incorporate Web

performed—one size does not fit all. The former statement spotlights the traditional gap between business and IT understanding, and the latter is the way all IT projects should be approached.

This is the orientation that frames our definition of ACM used throughout this book: Systems that are able to support decision making and data capture while providing the freedom for knowledge workers to apply their own understanding and subject matter expertise to respond to unique or changing circumstances within the business environment. In many

A greater emphasis on automating and tracking inconsistent “incidents” that do not follow a well-defined process.

the need for knowledge-worker support systems that are not programmed by specialists, as they have been in the past, but instead can be dynamically modified by ordinary users in the course of their work.

content and process married in a tighter relationship than ever before.

while it has roots in both content and process, it is enhanced by new technologies that enable dynamic, adaptive workflows to inform the design of real-world, people-oriented solutions.