Collaborative Scripting for the Web

INTRODUCTION Employees in modern enterprises engage in a wide variety of complex, multi-step processes as part of their day-to-day work. Some of these processes are routine and tedious, such as reserving conference rooms or monitoring call queues. Other processes are performed less frequently but involve intricate domain knowledge, such as making travel arrangements, ordering new equipment, or selecting insurance beneficiaries. Knowledge about how to complete these processes is distributed throughout the enterprise; for the more complex or obscure tasks, employees may spend more time discovering how to do process than in actually completing it.