1. Peter Schooff
  2. Sherlock Holmes
  3. BPM Discussions
  4. Tuesday, 18 October 2016
  5.  Subscribe via email

As Facebook says in this press release about Workplace, "We’ve seen that just as Facebook keeps you connected to friends and family, it can do the same with coworkers." So do you think this tool will have a significant impact of social BPM?

Accepted Answer Pending Moderation

There have been (and still are) many social additions to many (BPM) tooling and I have not seen any of these thrive very much... I mean: As long as people still send me a copy of their Powerpoint (rather than refer to) and start to discuss these when I pick up a cup of coffee... It's a cultural thing I suppose.

Meta data (and I regard social data around or related to an object, say a processdiagram) is definitely valuable, but it just doesn't seem to take off. So... will Workplace make a difference or be any different? Perhaps, because it is sort of a standard. But on the other hand, culture is a big beast to change... and eats (pretty much anything) for breakfast :-).
  1. more than a month ago
  2. BPM Discussions
  3. # 1
Accepted Answer Pending Moderation

I think Facebook will have a significant impact on the collaborative work of small companies. Pricing is okay, interface is familiar and let's not forget, small companies would more likely have a Facebook page than a website, so they'd just simply jump on Facebook's infrastructure on this one as well.

I don't know what "social BPM" means. Business is by definition the social thing you do for money (unless you're buying from and selling to... yourself).

If Facebook nails this and API's this up for various 3rd party solutions (CMS, BPM etc), then this is a workplace tsunami.

They just need to cope well with some issues around business practices (privacy, security, how to carefully promote 3rd party apps). That's my only question mark at this point in time.
CEO, Co-founder, Profluo
  1. more than a month ago
  2. BPM Discussions
  3. # 2
Accepted Answer Pending Moderation

The idea is to accommoate outreach and inreach at
[b]any [/b]
time point in the life of a Case and this can include a step in a process or an ad hoc intervention on the outreach side and arbitrary input at, say, a portal for inreach.

The problem with outreach is it is usually context/situation specific, so how do you do outreach and then match up an incoming "workplace TOOL" response (inreach) with your outreach?

i.e. the process is at a step where we need a person's address, the Case does a reachout, the person aat the protal responds via Workplace Tool or e-mail.. . .

Unless you embed the outreach ref id, the inreach response will not be able to be paired up with the outreach that requested the info (other than manually).

Pure Inreach is easier, all you need is the id of the sender/credentials and you can append the info to the Case.

"Workplace Tool" becomes just a remote target/source (outreach) or a source (inreach), all part of interoperability. For most applications there shoudl be a gatekeeper that views incoming requests as opposed to simply appending these to a Case record.

We use an app called CiverWeb to push requests to a portal for response by some 150 contractors who do home healthcare services at one site..

These are not staff of the agency, they cannot be allowed to index to any patient record, so pushout is done from an IIS server which has a bi-directional link via an engine to the backend Case app. 

The remote users,see pending "tasks", fill in the attached forms, and click on Submit. They do not know where the server is, they only get pushout for the patients they are seeing today and the form content tells them where to go (address), at what time, plus what to do when they get there (ordinary visit, formal review visit).


[minor updates 2016-10-21]
  1. more than a month ago
  2. BPM Discussions
  3. # 3
Accepted Answer Pending Moderation

We have socialcast, and i hardly see improvements of managing business better by this. So i dont think this will have impact. However I do endorse these tools for knowledge sharing, and can probably replace a big part of all the mails.

Btw. In this context. Has anyone seen a wiki like tooling for collaboration on capturing processes and process related knowledge?
  1. more than a month ago
  2. BPM Discussions
  3. # 4
Accepted Answer Pending Moderation

My ideal workplace is a several concurrent "working threads" or "contexts" (accessible from any of my devices) and each of those threads comprises INTERLINKED documents, comments, discussions, data, URLs, IMs, video sessions, confcalls (converted to text), info-streams, people, processes started (actually cases) and to be monitored, actions to be completed, notifications / alerts, cross-links, etc.

So far, this tool covers only part of this list but it is a step in the right direction (if they promise do not scan this information).


  1. more than a month ago
  2. BPM Discussions
  3. # 5
Accepted Answer Pending Moderation

Processes include what might be regarded as supporting informal processes and here social media sits. By necessity they are the slaves to the formal processes which are core to creating the end outcome. So yes there is a place for a growing importance in such as Facebook present but never forget that vital audit trail who did what when. Such informal processes might just have time as the control to allow users to collate information via such a network. Use of such social media might not need the detail of any interaction but the outcome then picked up and recorded by the formal processes.

As for big impact well not sure but it might highlight the need to revise the end to end process thus bringing in BPM....?
  1. more than a month ago
  2. BPM Discussions
  3. # 6
Accepted Answer Pending Moderation

I think the onward march to "workflow for everyone" (not BPM) is only just beginning. Box recently launched Box Relay which is more tied to documents - I would have thought that deserved more of a mention on this thread than the Facebook example. Not all processes have documents though.

Ultimately, where people choose to work is what will win - as the interface where work happens IS simultaenously the tool, the process, the collaboration surface and the master data collector.
  1. https://tallyfy.com/improving-efficiency-workflow-vs-business-process-management/
  1. more than a month ago
  2. BPM Discussions
  3. # 7
Accepted Answer Pending Moderation

For technophobes and for those whose organizations do not consist of employees who are quick to adopt new tech then a familiar "face" can help increase uage for FB workplace.

Another thing they have going for them, is that internal comms are moving the direction of external comms (i.e. marketing). Facebook allows for a more branded type of communication, I woul assume, which would be different from other products out there.

If managers see value in a [url=http://connecteam.com/]branded type of internal comms[/url] then this could valuable.
  1. more than a month ago
  2. BPM Discussions
  3. # 8
Accepted Answer Pending Moderation

It's a non-starter in the USA for the Healthcare sector.

Given the huge fines for inadvertent disclosure of Patient Data, noone in the sector would consider allowing communications relating to an ndividual patient or a group of named patients to take place via Facebook. Or via Skype.

The rationale is if an "outsider" can establish a cursor position in an RDBMS, they would not have much trouble going to another record.

Secure Portal < - -> Case Record communications, on the other hand, is not a problem if done totally at arms length.

Here, the only "user" who can get to the back end is a database engine, the outsider never gets to know where the back end is.
  1. more than a month ago
  2. BPM Discussions
  3. # 9
Accepted Answer Pending Moderation

Yes. I think that it will have a great impact in business processes, if you think in the widest meaning of "business process", and not in formal modeled processes (BPMN or any other notation).


As companies still have their knowledge spread in dozens, hundredths, thousands of people, collaborative tools will always help to formalize that knowledge, share it and take advantage of it. Slack does, and Workplace will do.


The huge difference is that Facebook runs on social. So, if somebody will do it right, Mark’s team may be the one.


In sum: it’s better to have your process well modeled and running on a BPM Suite; but if you don’t, it's better to have them on Workplace than in email / spreadsheets :)
CEO at Flokzu Cloud BPM Suite
Good point, Juan, re ". . . .knowledge spread in ... thousands of people"

The environment of choice at the strategy level for document management IMO is a free-form search Knowledgebase.

You can consoildate 10,000 documents at one computer screen (larger the better) and very quickly find just about anything you have encoded for fast search. These Kbases are great for formulating strategy, prioritizing initiatives.

When we go to operations management, BPMs environments become the tools of choice. Here, Kbases can provide casual decision support managing cases that have background orchestration from BPM process templates.

If an organization has the wherewithall to consoildate operations data back to its Kbase this makes trending of KPIs easier because of the ability to challenge these trends.

See "Where, Oh Where, Have My Documents Gone?"

  1. more than a month ago
  2. BPM Discussions
  3. # 10
Accepted Answer Pending Moderation

Reading the Facebook press release triggered a recollection of working for Digital (a.k.a. "DEC" or "Digital Equipment Corporatiion").
[b][url=https://thoughtsofanidlemind.files.wordpress.com/2012/12/vaxnotes.pdf]VAX Notes[/url][/b]
(later DEC notes) was a terminal-based collaboration system popular inside DEC (peak employment in '89 at 120K - in that year there were apparently over
[u]10K separate Notes conferences[/u]
). Most of the conferences were work-releated; there were also conferences for cross-country skiing and for any religious persuasion one might like, etc.

For very large organizations, the
[u]Notes service was quite useful for specialists[/u]
(in my case, there was lots of useful dialogue on topics in B2B market research and in on customer service/ field services reporting and forecasting).

In an environment of
[u]trust and common focus[/u]
, social can be particularly good at "
[u]surfacing the tacit[/u]
" -- and that tacit can make the difference between success and failure.

So I start with
[u]a positive assessment[/u]
. But there are
[u]lots of questions[/u]

[b]1. LET'S TRY SOCIAL AGAIN -- [/b]
Why will FB Workplace succeed where lots of social-anything hasn't really taken off (e.g. social BPM or social CRM)?
[i][COMMENT: FB Workplace may succeed because FB is [quote][u]already perceived as universal[/u]
and thus not as risky.)[/i][/quote]

[b]2. OWNERSHIP OF IP -- [/b]
What will be the legalities and understandings around the shared knowledge?
[i][COMMENT: It's just too easy to give the pat answer that "work communications are the property of the employer" -- especially with the rise of [quote][u]contingent workforces[/u]
and increasingly complex business ecosystems.][/i][/quote]

[b]3. REWARD FOR VALUE -- [/b]
What will be the benefits and motivations accruing to participants?
[i][COMMENT: Compare for example the general failure of B2B CRM where rep data entry is concerned. [quote][u]Unrewarded effort[/u]
and uncompensated sharing of knowledge is a recipe for frustrations.][/i][/quote]

Additional Comment: Personal FB is popular because it is personally rewarding. And has utility. FB-at-Work may be technically similar to FB-at-Home, but the reward and benefit is very, very different. Several replies and comments address this important question.

[b]4. FOR BPM -- [/b]
And lastly, what about BPM? Will FB Workplace be stable enough and specific enough to enable annotation of processes?
[i][COMMENT: [quote][u]Process annotation[/u]
, especially for both model and instance, would be the gold standard for social-enabled BPM.].[/i][/quote]
@John... re " general failure of B2B CRM where rep data entry is concerned"

One of my customers is writing up their experience with a Case management system that has embedded b2b CPM. The plan to compete in the 2017 wfmc awards contest.

The customer runs a clinic and also provides home healthcare services across something like five (5) counties using 150 contractors.

Patients request services via phone or recurring visits, the software dispatches the contractors.

On arrival at a home a contractor sees on his/her smartphone, instructions (as per a BPM flowgraph) regarding the intervention for today (i.e. ordinary visit one day, 5 page assessment another day).

Context-situational forms post automatically, they get filled in, the contractor reports his/her hours and clicks on submit.

All of the orchestration is done from a Case management system that hosts background BPM.

What is critical in this app is that if one contractor does a visit to a home from 09:00-10:00 and another contractor arrives at 10:00 for a 10:00-11:00 session, the latter needs to see the progress note for 09:00-10:00 (i.e. for continuity of services purposes).

Before the system, the two contractors had to consult hand-written notes on a clipboard kept at each home .

The agency only got to see progress notes several days later when the contractor typed these up and uploaded. The agency now sees the PNs prior to the contractor exiting from the home.

We have a plan to add live video so that as and when a contractor has a problem with a patient, a senior clinician back at the agency can observe the problem and provide suggestions re how to deal with the problem.
  1. John Morris
  2. 3 years ago
  3. #2690
@Walter -- Very nice use case indeed, and especially compelling "narrative", if you will. The use case is very similar to field service use cases too. My question is not so much a technical question (it's clear you are providing the capability) but as to whether the service provider is budgeting enough time for information sharing (i.e. it's not done after hours, on one's own time -- which is typically an expectation for sales reps and CRM) and some sense of ownership of the data.

Clearly the notes contain information owned by the service provider, and I suppose the client too. But the act of notetaking is so personal; it's a brain dump of one's professional knowledge, personal judgement and even caring, as a caregiver. I'm curious if in a medical setting this sort of "sociology of the tacit" is an issue where the success of programmes are concerned?
The contractors are seeing Autistic children, each has an individualized treatment plan, with goals and objectives.

The contractor observes progress, recording observations every 1/2 hour (i.e. how many times during the time slot did the child successfully respond to a prompt).

The narrative part is typically no more than a few sentences.
  1. more than a month ago
  2. BPM Discussions
  3. # 11
Accepted Answer Pending Moderation

Isn't Social BPM dead yet? I'm just asking. There was so big hype about it 4 years ago and now I haven't seen a single reasonable case study that would describe true business value of it, instead of pure marketing jargon. Despite the wide adoption of Facebook all over the world I'm afraid it's workplace version will be summarized just like Yammer and multiple similar products: "Nice concept, although we won't use it".

Of course in large part it's not a fault of the product itself but the company culture. But at the same time, if employees don't see abenefit of using Social BPM-like solutions, they won't simply use them. In my opinion there's not much room for Social BPM:

- for business critical/structured processes organizationsuse BPMS

- for case management they use BPMS or ACM

- for ad hoc work there are onsite/online meetings,WebEx, Skype for Business or plenty of other already implemented applications, useful also in other areas

I really don't feel like pressing "Like" for my invoice that just got approved by the boss or commenting on my colleague's new Power Point presentation. But maybe that's just me :)

  1. more than a month ago
  2. BPM Discussions
  3. # 12
Scott Francis
Blog Writer
Accepted Answer Pending Moderation

Anyone remember google wave?
Good point, but I think the comparison is far too flattering for Google.

Google never got "social" right.
  1. more than a month ago
  2. BPM Discussions
  3. # 13
Accepted Answer Pending Moderation

Individual FB is mainstream since it is expressly fulfilling. Furthermore, has utility. FB-at-Work might be in fact like FB-at-Home, however the reward and advantage is, altogether different.
  1. https://www.docup.in/
  1. more than a month ago
  2. BPM Discussions
  3. # 14
  • Page :
  • 1

There are no replies made for this post yet.
However, you are not allowed to reply to this post.