Low-level and high-level CSCW support in the Serendipity process modelling environment

In order to effectively collaborate using large cooperative work systems, both low-level and high-level CSCW facilities are required. Low-level mechanisms, including collaborative editing, messaging, annotations and communication, are needed. For large-scale cooperation, they should be augmented with higher-level process modelling, work coordination and work context awareness facilities. We describe the integration of both low-level and high-level support for cooperative work in the Serendipity process modelling environment, and discuss our experience of using these facilities.