Capturing work processes in complex environments

In the present paper, a process for capturing work steps in a complex environment is proposed. This process is based on the notion of work step cases. A particular work step case consists of a task, a set of information types defining the context, and recommended work steps for this context. The process for work step capturing defines how information types can be identified for tasks; it explains how an initial case-base can be built using these tasks and the information types; finally it describes how the case-base can be enhanced and refined overtime. An architecture supporting this process is proposed.