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The following diagram provides an overview of the correspondence management
workflow. The workflow consists of three phases:
Template creation
Correspondence creation
Postprocessing
Template creationThe following diagram shows a typical workflow for creating
a correspondence template.
In this workflow:
Form Designers create layouts and fragment layouts
using Adobe LiveCycle Designer and upload them to a CRX repository.
The layouts contain typical form fields, layout features such as
a header and footer, and empty "target areas" for the placement
of content. Later, Application Specialists map the content that
is required for these target areas. For a description of the Form Designer
persona, and other personas, see Project team.
Subject Matter Experts from Legal, Finance, or Marketing
departments, create, and upload content such as text clauses such
as disclaimers, terms and conditions, and images such as logos,
that are reused in various correspondence templates.
Application Specialists create correspondence templates.
The Application Specialist:
Maps text clauses and
images to target areas in the layout templates
Defines conditions/rules for the inclusion of content
Binds layout fields and variables to underlying data models
Correspondence creationThere are two ways to generate the correspondence that
is sent to your customers: User-driven and System-driven.
User-driven: Customer-facing employees such as claims
adjustors or case workers can create customized correspondence.
Using a simple and intuitive letter-filling interface, business
users can add optional text to the correspondence, personalize editable
content while previewing the correspondence in real time. They can
then submit the customized correspondence to a back-end process.
System-driven: The correspondence generation is automated,
driven by event triggers. For example, a reminder notice sent to
a citizen prompting him/her for advance tax filing, is generated
by merging the predefined template with citizen data. The final
letter can be emailed, printed, faxed, or archived.
PostprocessingThe final correspondence can be sent to a back-end process
for postprocessing. The correspondence can be:
Processed for email, fax, or batch printing, or placed
in a folder for printing or e-mailing
Submitted for review and approval
Secured by applying digital signatures, certification, encryption,
or rights management
Converted to a searchable PDF document that contains all
the necessary metadata for archiving and auditing purposes
Included in a PDF Portfolio that includes additional documents,
such as marketing material. The PDF Portfolio can then be sent as
the final correspondence.
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