Discovering collaborative knowledge-intensive processes through e-mail mining

Knowledge Management aims to promote the growth, communication and preservation of knowledge within an organization, which includes managing the appropriate resources to facilitate knowledge sharing and reuse. Business Process-Oriented Knowledge Management focuses on discovering and representing the dynamic conversion of existing knowledge among participants involved in executing business processes. In this context, Knowledge-Intensive Processes are a very important and challenging specific subclass of processes, since they strongly involve socialization and informal exchanges of knowledge among participants. This paper describes in detail a method for semi-automatic discovery of relevant information characterizing Knowledge-Intensive Processes, as well as the results of further evaluation of the method. Our approach draws on the informal exchange of existing knowledge in collaborative tools such as e-mails. The output is a conceptual map that describes the main elements of a Knowledge-Intensive Process, as well as their relationships. The results from the case study conducted to evaluate the method in an organization underlined the prospects for using collaborative environments to discover the way agents perform their activities.