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.