30 Published by the IEEE Computer Society 1089-7801/13/$31.00 © 2013 IEEE IEEE INTERNET COMPUTING Dynamic Collective Work Casebook: A Cloud-Based System of Engagement for Case Management Hamid R. Motahari- Nezhad, Susan Spence, Claudio Bartolini, Sven Graupner, Charles Bess, Marianne Hickey, Parag Joshi, Roberto Mirizzi, Kivanc Ozonat, and 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, inef fcient 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. I n case management, people with dif- ferent areas of expertise work together to handle a case. 1 Such cases cover a wide range of application domains, including healthcare, insurance claims processing, product warranty claims, IT management, the legal domain, or sales pursuit management. 1,2 Knowledge work- ers commonly form global virtual teams that work collaboratively to manage these cases, which requires knowledge- intensive human judgment and decision making. Although advances in collabora- tion and communication technology have facilitated workers’ interaction, the main management burden is still on knowl- edge workers because collaboration and communication tools are unaware of work context. Recently, tool vendors in busi- ness process (BPM), enterprise content, and customer relationship management have tailored their solutions to ft specifc case-management domains, 2–4 but the new push toward adaptive case manage- ment aims to bring fexibility, adaptabil- ity, and responsiveness to the practice (see the “Related Work in Case Management” sidebar for more on such research). 1 The state of the art in case-manage- ment technology today is represented by traditional enterprise-resource-planning (ERP)-like systems of record that rely on people maintaining consistent infor- mation, using disparate applications, and manually tracking information related to a case across different systems.