Using process technology to support cooperative work: prospects and design issues

This chapter describes a form of technology known as PSS (Process Support System). PSS provides a set of techniques for modelling cooperative work and a flexible generic technology for building office information systems. The chapter introduces a number of related office technologies to set the scene for a description of PSS. The approach to process modelling in PSS is introduced using a medical case study, which is also used to give a flavour of the experience of process supported office work. Epistemological and methodological issues in process modelling are explored. Several lines of work are highlighted, including the development of a design methodology for PSS and language-action approaches to process modelling. A major implementation of PSS is described in outline. Issues arising from field studies are discussed, e.g. the question of the routineness of so-called routine work.