–community Development Process Model Overview
After a brief overview of Clarica and the key characteristics that support our knowledge work, this chapter tells the story of how a community of practice for Clarica agents was started. We explain the need for a process model by first talking about failed attempts to put communities of practice in place and then discussing why a formal process made a significant contribution to the success of the community development. As an overview of the process model, this chapter covers the key elements. The details of the design and launch phase are in Chapter 6 and the implementation and growth phase follow in Chapter 7.