Workflow analysis with communication norms

The language/action perspective (LAP) as orginally introduced by Winograd and Flores has inspired several tools and information system design methodologies. The goal of this article is to make the communication norms underlying various LAP workflow loop models (DEMO, ActionWorkflow) explicit and to contrast them with the auditing norms of internal control. It appears that the communicative action paradigm embedded in DEMO and the customer satisfaction orientation of ActionWorkflow lead to norms which resemble the ones required by internal control, but there are some important differences. For that reason, we propose an extended workflow loop model that distinguishes between customer relations and agency relations. Whereas current LAP approaches do not take agency relations explicitly into account, the extended workflow loop model allows us to analyze the effects of delegation on communicative processes. A framework is offered for the normative analysis of workflows based on a number of formalized communication norms. 2003 Elsevier B.V. All rights reserved.