First of all I don’t think social networking has any place within a Business Process Management (or Case Management) Suite (BPMS), the BPMS should integrate to best practice elsewhere. As I have said elsewhere on this blog I think social has its greatest opportunity within a Case Management and not a BPM context. Social BPM was always going to fail because BPM focuses on the needs of the business and not the knowledge worker. Social Case management is really where it’s at. Case Management after all is about empowering knowledge workers and giving them choices as to how they want to execute a case. Adding social capabilities to a Case Management platform empowers the knowledge worker to choose with whom, how and when they wish to collaborate.
Integration with a case management suite will allow organizations to extract value from their Enterprise Social Network (ESN) investment. Tools like Yammer, Chatter or Jive have limited value and will continue to struggle for adoption unless they are plugged into some actual work. Plugging social into knowledge worker based business processes helps people to establish and strengthen personal relationships, develop trust, reduce friction and accelerate the business processes in which people are engaged. Social integration has the potential to reconfigure the BPMS and Case Management suite for the post email world and the next generation of employees.
Anyway looking at what some of the ESN vendors offer today I’ve had a bit of a brainstorming exercise and have come up with some features that could be delivered through the integration of the Case Management suite with an ESN platform. At a basic level all of these features are focused on enhancing knowledge worker productivity by delivering enhanced collaboration and support opportunities. Let me know what you think:
- Enhanced collaboration and file sharing
- Collaborative creation of content within a case
- Automatic creation of temporary team workspaces or groups focused on a specific process or a specific case to facilitate the collaboration and sharing of ideas among co-workers
- Runtime guidance from subject matter experts
- Rapid access to shared content and content ranked on utilization by co-workers and teammates
- Crowdsourcing or distributed problem solving
- Social Stream and BPM work queue integration i.e. the Social work queue which many BPM platforms already offer today
- Shared team folders and shared case management folders
- Collaborative process design and continuous process improvement.
- Leveraging social awareness to deliver automatic process routing based on availability