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Workflow is the electronic expression of a process or policy. The policy is automatically deployed and contains facilities for monitoring, measuring, improving the processes, and policy implementation. This concept is called "continuous improvement".

Messaging-based workflow applications, like Keyflow, use the existing LAN/WAN/Intranet messaging environment as a platform for the entire workflow system. Keyflow leverages and extends the infrastructure investment in electronic messaging, by bringing users' work to the e-mail in-box. Users can complete their assignments and route them directly from their e-mail client. This approach works because it spans all business applications, as users tend to spend more time in their e-mail than any other specialised application.