Identifying emerging Web-communication patterns between government and citizens

The communication between citizens and government institutions is undergoing dramatic changes. While it has traditionally relied on face-to-face contact, it is now to an increasing extent handled through Web sites. This brings with it the difficulty of actually identifying the communication partner´s needs at the other end The approach presented in this paper proposes a way for generating rules that allow the prediction of the type of communication pattern which is being dealt with by a system. This could usually be handled very well by traditional statistics, but Web usage tends to create an environment in which incompleteness and inconsistency play a major role. That is why the approach presented in this paper recommends the use of rough sets