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ACCESSIBILITY ONTOLOGY MODULE TO PROFILE USERS WITH DISABILITIES. TOWARD CRM APPLICATIONS

Brunil D. Romero (a), María J. Rodríguez (b), María V. Hurtado (c), Luis Ramos (d), Hisham M. Haddad (e)

(a) Simón Bolivar University. Sartenejas, Baruta, Edo. Miranda. Post Office Box 89000. Caracas, Venezuela. E-mail: bromero@usb.ve
(b) University of Granada. Calle Periodista Daniel Saucedo Aranda s/n E-18071. Granada, Spain. E-mail: mjfortiz@ugr.es
(c) University of Granada. Calle Periodista Daniel Saucedo Aranda s/n E-18071. Granada, Spain. E-mail: mhurtado@ugr.es
(d) National Open University. Calle Soublette entre Páez y Miranda, Edif. UNA, Maracay, Edo. Aragua, Venezuela. Postal Code: 2107. E-mail: lramos@una.edu.ve
(e) Kennesaw State University, GA, USA 30144. E-mail: hhaddad@kennesaw.edu

ABSTRACT
Customer Relationship Management (CRM) deals with strategies and technologies for customer retention and business relationship development. Accessibility enhances CRM applications by promoting e-inclusion through tools that allow profiling users with disabilities. Our research aims to develop a modular ontology that involves the Accessibility and CRM applications domains, and to help enterprises and software developers by offering recommendations on how to accommodate customers with disabilities and provide highly-personalized service through CRM applications. This paper describes the design and implementation of proposed Accessibility ontology module. The design reused AEGIS ontology version 1.1, and AEGIS/ACCESSIBLE ontology version 5.1. The NeOn methodology was applied. The proposed ontology module supports inference process and provides answers to the following competency questions (CQs): 1) when does the user belong to a specific profile (combination of impairments)?, 2) what relevant assistance can be recommended to comfort the user who has a specific profile and capabilities?, 3) what actions the user can execute without support assistance according to his/her profile?, and 4) what activity limitations exist according to the user profile?.

Keywords: CRM, Accessibility, AEGIS/ACCESSIBLE Ontology, e-inclusion, modularization.