Paolo Bresciani Paolo Donzelli Sara Ferrari Fabrizio Sannicolò Knowledge Elicitation and Modeling for E-government: A Practical Approach. 166-177 http://springerlink.metapress.com/openurl.asp?genre=article&issn=0302-9743&volume=3035&spage=166 2004 conf/kmgov/2004 KMGov db/conf/kmgov/kmgov2004.html#BrescianiDFS04