1. A method comprising: providing, by a computer system, a collaborative work environment that supports collaboration among users for performance of a people service that is associated with ad-hoc activities; providing, by the computer system, an information base that includes information relating to responsibilities of the users and work items for the ad-hoc activities; presenting, by the computer system, an interactive guidance structure in the collaborative environment to guide actions of the users with respect to the work items; and collecting, by the computer system, materials produced as a result of the actions to update the information base.