Creation and extension of ontologies for describing communications in the context of organizations

Thesis submitted to Faculdade de Ciências e Tecnologia of the Universidade Nova de Lisboa, in partial fulfillment of the requirements for the degree of Master in Computer ScienceThe use of ontologies is nowadays a sufficiently mature and solid field of work to be considered an efficient alternative in knowledge representation. With the crescent growth of the Semantic Web, it is expectable that this alternative tends to emerge even more in the near future. In the context of a collaboration established between FCT-UNL and the R&D department of a national software company, a new solution entitled ECC – Enterprise Communications Center was developed. This application provides a solution to manage the communications that enter, leave or are made within an organization, and includes intelligent classification of communications and conceptual search techniques in a communications repository. As specificity may be the key to obtain acceptable results with these processes, the use of ontologies becomes crucial to represent the existing knowledge about the specific domain of an organization. This work allowed us to guarantee a core set of ontologies that have the power of expressing the general context of the communications made in an organization, and of a methodology based upon a series of concrete steps that provides an effective capability of extending the ontologies to any business domain. By applying these steps, the minimization of the conceptualization and setup effort in new organizations and business domains is guaranteed. The adequacy of the core set of ontologies chosen and of the methodology specified is demonstrated in this thesis by its effective application to a real case-study, which allowed us to work with the different types of sources considered in the methodology and the activities that support its construction and evolution