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Descripción

Large-scale socio-technical systems (STS) inextricably interconnect individual – e.g., the right to privacy –, social – e.g., the effectiveness of organisational processes –, and technology issues —e.g., the software engineering process. As a result, the design of the complex software infrastructure involves also non-technological aspects such as the legal ones—so that, e.g., law-abidingness can be ensured since the early stages of the software engineering process. By focussing on contact centres (CC) as relevant examples of knowledge-intensive STS, we elaborate on the articulate aspects of anonymisation: there, individual and organisational needs clash, so that only an accurate balancing between legal and technical aspects could possibly ensure the system efficiency while preserving the individual right to privacy. We discuss first the overall legal framework, then the general theme of anonymisation in CC. Finally we overview the technical process developed in the context of the BISON project.

Pertenece a

AMS Acta  

Autor(es)

Cevenini, Claudia -  Denti, Enrico -  Omicini, Andrea -  Cerno, Italo - 

Id.: 71196164

Idioma: inglés  - 

Versión: 1.0

Estado: Final

Tipo:  text - 

Palabras claveING -  INF/05 Sistemi di elaborazione delle informazioni - 

Tipo de recurso: Estratto da libro  -  PeerReviewed  - 

Tipo de Interactividad: Expositivo

Nivel de Interactividad: muy bajo

Audiencia: Estudiante  -  Profesor  -  Autor  - 

Estructura: Atomic

Coste: no

Copyright: sí

: studio_ricerca

Formatos:  text - 

Requerimientos técnicos:  Browser: Any - 

Relación: [References] http://amsacta.unibo.it/5837/
[References] https://link.springer.com/chapter/10.1007%2F978-3-319-45982-0_25
[References] http://dx.doi.org/10.1007/978-3-319-45982-0_25

Fecha de contribución: 12-abr-2018

Contacto:

Localización:
* Cevenini, Claudia ; Denti, Enrico ; Omicini, Andrea ; Cerno, Italo (2016) Privacy through Anonymisation in Large-scale Socio-technical Systems: Multi-lingual Contact Centres across the EU. DOI 10.1007/978-3-319-45982-0_25 . In: Internet Science. 3rd International Conference on Internet Science (INSCI 2016): Openness, Collaboration and Collective Action. A cura di: Bagnoli, Franco ; Satsiou, Anna ; Stavrakakis, Ioannis ; Nesi, Paolo ; Pacini, Giovanna ; Welp, Yanina ; Tiropanis, Thanassis ; DiFranzo, Dominic. Springer, pp. 291-305. ISBN 978-3-319-45981-3. In: Lecture Notes in Computer Science ISSN 0302-9743.

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