Unstructured Interaction: Integrating Informal Handwritten Knowledge into Business Processes

Abstract

Business processes are a widespread approach to managing and planning organizational activities. However, human work practices often differ from structured, formal process descriptions. Knowledge on process variations therefore becomes a key aspect in enacting and controlling business processes. Such knowledge usually is informally documented. Traditional paper, carrying handwritten information, still serves as one of the prevalent media in this context. Even in computer supported work environments, paper based documents are still common in professional settings. As a solution to the problem of integrating handwritten, informally specified knowledge into business processes, the concept of unstructured interaction is introduced and elaborated.