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Many organizations are beginning to discover what workflow vendors already know-namely, that the real value of the Web lies not just in its documents and resources, but also in the activities surrounding them. Collaborative work involves not only handoff and routing of data between humans, but the coordination of activities among them and with automated agents as well. Workflow engines typically ensure that the information ends up on the right desktop along with the tools to accomplish a slated task. It is difficult to synchronize work and activity tracking within a technically diverse organization. Tools and formats typically differ among workgroups, as do skill levels and understanding among individual participants in a process. Browser-based user interfaces offer a mechanism to easily access distributed information and hand off documents and data over the Web, but at the expense of being able to effectively manage and track work activities. Web protocols provide no inherent support for automated change notification, handoff of control, or initiation of human- and computer-executed activities. In essence, there is no standard way for service requests to trigger a workflow process and monitor it across platforms and between organizations.
Bolcer et al. (1999) studied this question.