Title: A hypermedia knowledge management system for conflict resolution and policy-making for new telecommunications services

Authors: Jeroen Th. Temme, Giampiero E.G. Beroggi

Addresses: Ordina Telecom BV, Bilthoven, Netherlands. School of Technology, Policy and Management, Delft University of Technology, P.B. Box 5015, 2600 GA Delft, Netherlands

Abstract: All EU countries must establish a regulatory Commission for Networks and Services (CNS) whose main task is to resolve conflicts between competitors in a liberalised telecommunications market. A multimedia knowledge-management and advisory system has been developed for the Dutch CNS based on the problem-specific conceptual model of knowledge structure and on Holsapple|s knowledge-oriented perspective of decision-making. The advisory system knows six user levels for knowledge acquisition, modification, and processing. The system has been developed together with CNS personnel. The system evolves along with its day-to-day use and it is expected to extend CNS| capability for knowledge management and to improve the quality of conflict resolution in interoperability conflicts.

Keywords: hypermedia systems; knowledge management; conflict resolution; policy analysis; telecommunications services.

DOI: 10.1504/IJTM.2000.002827

International Journal of Technology Management, 2000 Vol.19 No.3/4/5, pp.491-506

Published online: 07 Jul 2003 *

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