Today, computer-mediated communication spans a range of activities from interactive messages to word processing. Researchers interested in this new technology have concentrated on its effects in the workplace for knowledge production and dissemination or on its word processing function. The study reported here examines communication events in which the computer is the medium and views such computer-mediated communication from the perspective of language use. Its goal is to understand, through data collected from an anthropological perspective, the ways of communicating used by members of an established community of computer users. In particular, it answers the questions: (i) How do computer communicators choose among the available media and modes of communication? (ii) What are the basic and recurring discourse patterns across media and modes through which this community achieves its institutional goals of innovation and product development? (iii) How do the answers to the previous two questions inform our understanding of language use in general?

"This book introduces the perspective of customer-driven and teamwork-oriented process organisation. Its aim is to design and test concepts of Computer Supported Cooperative Work, especially concepts for workflow management systems, in order to fundamentally improve business processes in enterprises. Its methodological approach to analysis and design of cooperative networks is a response to shortcomings of current support systems and misunderstandings about cooperative work and team-based organisations. Several different commercial workflow management systems are presented and distinguished in terms of their main characteristics. Novel kinds of business process analysis are proposed, leading to interesting new combinations of information and cooperation technologies. The book not only presents ways to get around the pitfalls resulting from a naive use of these technologies, but also identifies design guidelines and critical success factors."--PUBLISHER'S WEBSITE.

As the business environment has become more and more turbulent over the past decade, information technology has begun to run into the danger of becoming an impediment rather than a motor of progress. In order to deal with the need for rapid, continuous change, computer science is challenged to develop novel interrelated information and communication technologies, and to align them with the social needs of co-operating user groups, as well as the management requirements of formal organisations. Workflow systems are among the most advertised technologies addressing this trend, but they mean different things to different people. Computer scientists understand workflows as a way to extract control from application programs, thus making them more flexible. Bureaucratic organisations (and most commercial products) perceive them as supporting a linear or branching flow of documents from one workplace to another - the next try after the failure cf office automation. This book takes another perspective, that of the modem customer-driven and groupwork-oriented process organisation. Extending the language-action perspective from the CSCW field, its customer-oriented view of workflows enables novel kinds of business process analysis, and leads to interesting new combinations of information and co-operation technologies. Schal's empirical studies show some of the pitfalls resulting from a naive use of these technologies, and exemplify ways to get around these pitfalls.