Privacy Through Anonymisation in Large-scale Socio-technical Systems: Multi-lingual Contact Centres across the EU


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Claudia Cevenini, Enrico Denti, Andrea Omicini, Italo Cerno

Franco Bagnoli, Anna Satsiou, Ioannis Stavrakakis, Paolo Nesi, Giovanna Pacini, Yanina Welp, Thanassis Tiropanis, Dominic DiFranzo (a cura di)
“ Internet Science. 3rd International Conference on Internet Science (INSCI 2016): Openness, Collaboration and Collective Action”, capitolo 25, pp. 291-305
Lecture Notes in Computer Science 9934
Springer International Publishing
12-14 September 2016

<p>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.</p>

<p>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.</p>

Riviste & collane

Eventi

  • 3rd International Conference on Internet Science (INSCI 2016): Openness, Collaboration and Collective Action (INSCI 2016) — 12/09/2016–14/09/2016

Pubblicazione

— autori/autrici

— a cura di

Franco Bagnoli, Anna Satsiou, Ioannis Stavrakakis, Paolo Nesi, Giovanna Pacini, Yanina Welp, Thanassis Tiropanis, Dominic DiFranzo

— stato

pubblicato

— tipo

articolo in atti

— data di pubblicazione

12-14 September 2016

— volume

Internet Science. 3rd International Conference on Internet Science (INSCI 2016): Openness, Collaboration and Collective Action

— collana

Lecture Notes in Computer Science

— volume

9934

— capitolo

25

— pagine

291-305

— luogo

Firenze, Italy

URL

pagina originale

identificatori

— DOI

10.1007/978-3-319-45982-0_25

— DBLP

conf/insci/CeveniniDOC16

— IRIS

11585/562456

— Scopus

2-s2.0-84986203603

— WoS / ISI

000389030700025

— print ISSN

0302-9743

— print ISBN

978-3-319-45981-3

— online ISBN

978-3-319-45982-0

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