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ICS-FORTH March 19, 2003 1 The CIDOC CRM, a Standard for the Integration of Cultural Information Martin Doerr, Stephen Stead Foundation for Research and.

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Presentation on theme: "ICS-FORTH March 19, 2003 1 The CIDOC CRM, a Standard for the Integration of Cultural Information Martin Doerr, Stephen Stead Foundation for Research and."— Presentation transcript:

1 ICS-FORTH March 19, 2003 1 The CIDOC CRM, a Standard for the Integration of Cultural Information Martin Doerr, Stephen Stead Foundation for Research and Technology - Hellas Institute of Computer Science Charlotte, NC, March 19, 2003 Center for Cultural Informatics

2 ICS-FORTH March 19, 2003 2 The CIDOC CRM Outline Problem statement – information diversity Motivation example – the Yalta Conference The goal and form of the CIDOC CRM Presentation of contents About using the CIDOC CRM State of development Conclusion

3 ICS-FORTH March 19, 2003 3 The CIDOC CRM Cultural Diversity and Data Standards  Aspects of cultural information:  Collection description (art, archeology, natural history….)  Archives and literature (records, treaties, letters, artful works..)  Administration, preservation, conservation of material heritage  Science and scholarship – investigation, interpretation  Presentation – exhibition making, teaching, publication  But how to make a data standard ?  Each aspect needs its methods, forms, communication means  Data overlap, but do not fit in one schema  Understanding lives from relationships, but how to express them?

4 ICS-FORTH March 19, 2003 4 The CIDOC CRM Historical Archives…. Type:Text Title: Protocol of Proceedings of Crimea Conference Title.Subtitle: II. Declaration of Liberated Europe Date: February 11, 1945. Creator:The Premier of the Union of Soviet Socialist Republics The Prime Minister of the United Kingdom The President of the United States of America Publisher:State Department Subject:Postwar division of Europe and Japan “ The following declaration has been approved: The Premier of the Union of Soviet Socialist Republics, the Prime Minister of the United Kingdom and the President of the United States of America have consulted with each other in the common interests of the people of their countries and those of liberated Europe. They jointly declare their mutual agreement to concert… ….and to ensure that Germany will never again be able to disturb the peace of the world…… “ Documents Metadata About…

5 ICS-FORTH March 19, 2003 5 The CIDOC CRM Images, non-verbose… Type:Image Title: Allied Leaders at Yalta Date: 1945 Publisher:United Press International (UPI) Source:The Bettmann Archive Copyright:Corbis References:Churchill, Roosevelt, Stalin Photos, Persons Metadata About…

6 ICS-FORTH March 19, 2003 6 The CIDOC CRM Places and Objects TGN Id: 7012124 Names: Yalta (C,V), Jalta (C,V) Types: inhabited place(C), city (C) Position: Lat: 44 30 N,Long: 034 10 E Hierarchy: Europe (continent) <– Ukrayina (nation) <– Krym (autonomous republic) Note: …Site of conference between Allied powers in WW II in 1945; …. Source: TGN, Thesaurus of Geographic Names Places, Objects About… Title: Yalta, Crimean Peninsula Publisher: Kurgan-Lisnet Source: Liaison Agency

7 ICS-FORTH March 19, 2003 7 The CIDOC CRM Explicit Events, Object Identity, Symmetry P14 performed P11 participated in P94 has created E31 Document “Yalta Agreement” E7 Activity “Crimea Conference” E65 Creation Event * E38 Image P86 falls within P7 took place at P67 is referred to by E52 Time- Span February 1945 P81 ongoing throughout P82 at some time within E39 Actor E53 Place 7012124 E52 Time-Span 11-2-1945

8 ICS-FORTH March 19, 2003 8 The CIDOC CRM Capture Underlying Semantics…  An “extensible ontology of relationships” and explicit event modeling can replace a common data structure by shared explanation rather than prescription….  Ontologies are formalized knowledge: clearly defined concepts and relationships about possible states of affairs of the domain  and enable data exchange, data integration, query mediation.  The ontology is the language S/W developers and museum experts can share. Therefore it needs interdisciplinary work. That is what CIDOC has done…

9 ICS-FORTH March 19, 2003 9 The CIDOC CRM Outcomes  The CIDOC Conceptual Reference Model  A collaboration with the International Council of Museums  An ontology of 81 classes and 130 properties for culture and more  With the capacity to explain dozens of (meta)data formats  Accepted by ISO TC46 in Sept. 2000, now ISO/CD 21127 accepted Committee Draft  Serving as:  intellectual guide to create schemata, formats, profiles  A language for analysis of existing sources for integration “Identify elements with common meaning”  Transportation format for data integration / migration / Internet

10 ICS-FORTH March 19, 2003 10 The CIDOC CRM The Intellectual Role of the CRM Legacy systems Legacy systems Data bases World Phenomena ? Data structures & Presentation models Conceptualization abstracts from approximates explains, motivates organize refer to Data in various forms

11 ICS-FORTH March 19, 2003 11  The CIDOC CRM is a formal ontology (defined in TELOS)  But CRM instances can be encoded in many forms: RDBMS, ooDBMS, XML, RDF(S).  Uses Multiple isa – to achieve uniqueness of properties in the schema.  Uses multiple instantiation - to be able to combine not always valid combinations (e.g. destruction – activity).  Uses Multiple isA for properties to capture different abstraction of relationships.  Methodological aspects:  Entities are introduced only if anchor of property ( if structurally relevant).  Frequent joins (shot-cuts) of complex data paths for data found in different degrees of detail are modeled explicitly. The CIDOC CRM Encoding of the CIDOC CRM

12 ICS-FORTH March 19, 2003 12 Transfer of Epitaphios GE34604 (entity E10 Transfer of Custody, E8 Acquisition Event ) P28 custody surrendered by Metropolitan Church of the Greek Community of Ankara (entity E39 Actor ) P23 transferred title from Metropolitan Church of the Greek Community of Ankar a P29 custody received by Museum Benaki P22 transferred title to Exchangable Fund of Refugees (entity P40 Legal Body ) P2 has type national foundation (entityE55 Type) P14 carried out by Exchangable Fund of Refugees P4 has time-span GE34604_transfer_time (entity E52 Time-Span) P82 at some time within 1923- 1928 (entityE59 Time Primitive) P7 took place at Greece (entityE53 Place) nation republic P86 falls within Europe (entityE53 Place ) continent Possible Encoding of Data as CIDOC CRM instance ( XML-style ) TGN data P30 custody changed by,P24 changed ownership by Epitaphios GE34604 (entity E22 Man-Made Object ) (entity E39 Actor ) (entity E39 Actor ) (entity E39 Actor ) P2 has type (entityE55 Type) (entityE55 Type) P2 has type (entityE55 Type)

13 ICS-FORTH March 19, 2003 History of object-oriented Databases  Successor of relational model (RDBMS)  To handle  very complex data  evolve gracefully  provide high performance  Following o-o languages  First defined `89 (The Object - Oriented Database System Manifesto)  Now in various forms and implementations

14 ICS-FORTH March 19, 2003 The Relational Model  Relation (table) :  set of tuples (a1, a2,..,an)  fixed number of columns  primitive typing of columns  named relation, named columns  Relational databases :  aggregation of tables  data units/ records are identified by contents !  All fill-in forms follow this paradigm!  Are how we imagine computers to work…

15 ICS-FORTH March 19, 2003 Relevance of the O-O Paradigm  More complex to comprehend, but closer to human conceptualization  Uses concept hierarchies  Distinguishes individuals and roles (attributes, properties)  Models the equivalence to real world explicitly.  Separation of identity and description  Allows for creating “knowledge bases” and information integration systems  So-called semantic models, formal ontologies:  Global models integrating semantics of data structures and terminologies.

16 ICS-FORTH March 19, 2003 Extending the Relational Model: Specialization (refinement analysis) Relational form: O-O Schema usage (Instances): Museum Artefact type museum number material TA 153 silver Byzantinecollection Holy Bread Basket Museum Artefact museum number material collection Ecclesiastical item belongs to church Holy Bread Basket container lid O-O Schema declaration (Classes): Holy Bread Basket museum number material TA 153 silver Byzantinecollection belongs to church container lid St. George of Andranopole TA 153’container TA 153’lid

17 ICS-FORTH March 19, 2003 More Advanced Features: Multiple Inheritance (multiple higher terms) belongs to church Ecclesiastical item Holy Bread Basket container lid Museum Artefact museum number material collection Single Inheritance form: Museum Artefact museum number material collection Multiple Inheritance form: Canister container lid belongs to church Ecclesiastical item Canister container lid Holy Bread Basket Repetition of properties ! Unique identity of properties !

18 ICS-FORTH March 19, 2003 Problem of Global Searches: Identity of property Holy Bread Basket TA 153 belongs to container lid donator acceptor Holy Bread Basket Offered Object TA 153’container TA 153’lid Drakos St. George Church Artefact Commemoration of Drakos belongs to date place subject commemorating Commemoration 1667 AD Adrianopole Drakos Action Holy Bread Basket TA 153 belongs to container lid offer Holy Bread Basket Offered Object TA 153’container TA 153’lid Drakos’offer belongs to date subject acceptor Offe r 1667 AD Drakos St. George Church Adrianopole place notion of action hidden ! normalized form notion of action explicit

19 ICS-FORTH March 19, 2003 19 Insufficient Identity in Flat Records: Two Different Persons! Table Person First name : Martin Last name : Dörr Passport Nr.: F5630288D67 City : Karlsruhe Country : Germany Table Person First name : Martin Last name : Doerr Passport Nr.: 3515020669 City : Heraklion Country : Greece ? ? Who am I ?

20 ICS-FORTH March 19, 2003 20 Object-orientated Semantic Models: Separating Identity From Description E21 Person 663256D205 E72 Actor Appellation Martin Dörr is identified by E72 Actor Appellation Martin Doerr is identified by E72 Actor Appellation F5630288D67 is identified by E72 Actor Appellation 3515020669 is identified by E45 Address Karlsruhe, Germany has contact point E45 Address Heraklion, Greece has contact point real world equivalents persistent identifiers fully qualified entities

21 ICS-FORTH March 19, 2003 21 Object-orientated Semantic Models: Multiple Instantiation Researcher is identified by is interested in FarmerPatient suffers from cultivates Research Field Knowledge Representation Illness Type Paradontosis Crop Type Olives E72 Actor Appellation Martin Doerr Not three records, but one “dynamic record”, aggregate of applicable properties ! 663256D205

22 ICS-FORTH March 19, 2003 Requirements for Cultural Repositories An object-oriented model is:  Mandatory as adequate expression of the domain knowledge for the analysis of information systems  Mandatory as data format for integration (“Global Schema”), for data transport or for querying (virtual schema).  Useful to design data representation structures  Useful for motivating data entry forms  Not mandatory for data storage implementation  Standard (e.G. RDFS), state-of-the-art in repositories, but can be implemented on conventional platforms

23 ICS-FORTH March 19, 2003 23 The CIDOC CRM Top-level Entities relevant for Integration participate in E39 Actors E55 Types E28 Conceptual Objects E18 Physical Stuff E2 Temporal Entities E41 Appellations affect or / refer to refer to / refine refer to / identifie location at within E53 Places E52 Time-Spans

24 ICS-FORTH March 19, 2003 24  Identification of real world items by real world names.  Classification of real world items.  Part-decomposition and structural properties of Conceptual & Physical Objects, Periods, Actors, Places and Times.  Participation of persistent items in temporal entities. — creates a notion of history: “world-lines” meeting in space-time.  Location of periods in space-time and physical objects in space.  Influence of objects on activities and products and vice-versa.  Reference of information objects to any real-world item. The CIDOC CRM A Classification of its Relationships

25 ICS-FORTH March 19, 2003 25 The CIDOC CRM Example: The Temporal Entity Hierarchy

26 ICS-FORTH March 19, 2003 26 The CIDOC CRM Example: Temporal Entity  E2 Temporal Entity  Scope Note: This is an abstract entity and has no examples. It groups together things such as events, states and other phenomena which are limited in time. It is specialized into Period, which holds on some geographic area, and Condition State, which holds for, on, or over a certain object. — consists of related or similar phenomena, — Is limited in time, is the only link to time, but not time itself — spreads out over a place or object (physical or not). — the core of a model of physical history, open for unlimited specialisation.

27 ICS-FORTH March 19, 2003 27 The CIDOC CRM Example: Temporal Entity- Subclasses  E4 Period  binds together related phenomena  introduces inclusion topologies - parts etc.  Is confined in space and time  the basic unit for temporal-spatial reasoning  E5 Event  looks at the input and the outcome  the basic unit for causal reasoning  each event is a period if we study the process  E7 Activity  brings the people in  adds purpose

28 ICS-FORTH March 19, 2003 28 The CIDOC CRM Temporal Entity- Main Properties  E2 Temporal Entity  Properties: P4 has time-span (is time-span of): E52 Time-Span  E4 Period  Properties: P7 took place at (witnessed): E53 Place P9 consists of (forms part of): E4 Period P10 falls within (contains): E4 Period  E5 Event  Properties: P11 had participant (participated in): E39 Actor P12 occurred in the presence of (was present at): E77 Persistent Item  E7 Activity  Properties: P14 carried out by (performed): E39 Actor P20 had specific purpose (was purpose of): E7 Activity P21 had general purpose (was purpose of): E55 Type

29 ICS-FORTH March 19, 2003 29 The CIDOC CRM Termini postquem / antequem Pope Leo I Attila meeting Leo I P14 carried out by (performed) P14 carried out by (performed) Birth of Leo I Birth of Attila Death of Leo I Death of Attila * P4 has time-span (is time-span of) * P4 has time-span (is time-span of) P100 was death of (died in) P100 was death of (died in) P98 brought into life (was born) P98 brought into life (was born) * P4 has time-span (is time- span of) P82 at some time within P82 at some time within AD453 AD461 AD452 before Deduction: before P11 had participant: P93 took o.o.existence: P92 brought i. existence: P82 at some time within

30 ICS-FORTH March 19, 2003 30 The CIDOC CRM The Participation Properties P12 occurred in the presence of (was present at)  P11 had participant (participated in)  P14 carried out by (performed)  P22 transferred title to (acquired title of)  P23 transferred title from (surrendered title of)  P28 custody surrendered by (surrendered custody)  P29 custody received by (received custody)  P95 has formed (was formed by)  P96 by mother (gave birth)  P98 brought into life (was born)  P99 dissolved (was dissolved by)  P100 was death of (died in) E5 Event  E77 Persistent Item E5 Event  E39 Actor E7 Activity  E39 Actor E8 Acquisition Event  E39 Actor E10 Transfer of Custody  E39 Actor E66 Formation Event  E74 Group E67 Birth  E21 Person E68 Dissolution  E74 Group E69 Death  E21 Person

31 ICS-FORTH March 19, 2003 31 P3 has note The CIDOC CRM Activities E1 CRM EntityCIDOC NotionE59 Primitive ValueE55 TypeE7 ActivityE5 Event 0,1 0,n P2 has type (is type of) 0,n E62 String 1,n 0,n E39 Actor P14 carried out by (performed) P14.1 in the role of

32 ICS-FORTH March 19, 2003 32 1,n 0,n 1,1 0,n 1,1 0,n P39 was measured by (measured) P40 observed dimension (was observed by) The CIDOC CRM Activities: Measurement Event E54 DimensionE16 Measurement EventE18 Physical StuffE13 Attribute Assignment P43 has dimension (is dimension of) P90 has value P91 unit

33 ICS-FORTH March 19, 2003 33 1,n 0,n 1,n 0,n 1,n 1,1 0,n E7 Activity E14 Condition Assessment E18 Physical Stuff E3 Condition State P44 has condition (condition of) P34 was assessed by (concerns) P35 has identified (identified by) E39 Actor P14 carried out by (performed) P14.1 in the role of E2 Temporal Entity The CIDOC CRM Activities: Condition Assessment

34 ICS-FORTH March 19, 2003 34 0,n E7 Activity E8 Acquisition Event E39 Actor E18 Physical Stuff P52 is current owner of (has current owner) P51 is former or current owner of (has former or current owner) P22 acquired title of (transferred title to) P24 transferred title of (changed ownership by) P23 surrendered title of (transferred title from) The CIDOC CRM Activities: Acquisition Event 1,n

35 ICS-FORTH March 19, 2003 35 1,n 0,n 1,n 0,n 1,n 0,n 1,n 0,n E7 Activity E9 Move E19 Physical Object E53 Place P25 moved by (moved) P26 moved to (was destination of) P55 has current location (currently holds) P27 moved from (was origin of) E55 Type P21 had general purpose (was purpose of) P20 had specific purpose (was purpose of) P54 has current permanent location (is ~ of) P53 has former or current location (is ~ of) The CIDOC CRM Activities: Move

36 ICS-FORTH March 19, 2003 36 0,n 1,n 0,n 1,n 0,n 1,n E7 Activity E11 Modification Event E18 Physical Stuff P31 has modified (was modified by) E39 Actor P14 carried out by (performed) in the role of E55 Type P32 used general technique (was technique of) E24 Physical Man-Made Stuff E29 Design or Procedure P33 used specific technique (was used by) E57 Material P45 consists of (is incorporated in) P68 usually employs (is usually employed by) The CIDOC CRM Activities: Modification/Production Event P126 employed (was employed by)

37 ICS-FORTH March 19, 2003 37 The CIDOC CRM Entity: Modification Event Properties: P1 is identified by (identifies): E41 Appellation P2 has type (is type of): E55 Type P11 had participant (participated in): E39 Actor P14 carried out by (performed): E39 Actor (P14.1 in the role of : E55 Type) P31 has modified (was modified by): E24 Physical Man-Made Stuff P12 occurred in the presence of (was present at): E77 Persistent Item P16 used specific object (was used for): E70 Stuff (P16.1 mode of use: E62 String) P32 used general technique (was technique of): E55 Type P33 used specific technique (was used by): E29 Design or Procedure P17 was motivated by (motivated): E1 CRM Entity P19 was intended use of (was made for): E71 Man-Made Stuff (P19.1 mode of use: E62 String) P20 had specific purpose (was purpose of): E7 Activity P21 had general purpose (was purpose of): E55 Type P126 employed (was employed by): E57 Material declared properties inherited properties declared properties inherited properties declared properties

38 ICS-FORTH March 19, 2003 38 time before P82 at some time within P81 ongoing throughout after “ intensity ” The CIDOC CRM Time Uncertainty, Certainty and Duration Duration (P83,P84)

39 ICS-FORTH March 19, 2003 39 E3 Condition State E4 Period E5 Event E50 Date E49 Time Appellation E41 Appellation E2 Temporal Entity E52 Time Span E1 CRM Entity E53 Place P4 has time-span (is time-span of) P86 falls within (contains) P10 falls within (contains) P9 consists of (forms part of) P78 is identified by (identifies) The CIDOC CRM Time-Span E77 Persistent Item E61 Time Primitive P81 ongoing throughout P82 at some time within P7 took place at (witnessed)

40 ICS-FORTH March 19, 2003 40 The CIDOC CRM Example: Place  E53 Place  A place is an extent in space, determined diachronically wrt a larger, persistent constellation of matter, often continents - by coordinates, geophysical features, artefacts, communities, political systems, objects - but not identical to.  A “CRM Place” is not a landscape, not a seat - it is an abstraction from temporal changes - “the place where…”  A means to reason about the “where” in multiple reference systems.  Examples: figures from the bow of a ship, African dinosaur foot-prints in Portugal

41 ICS-FORTH March 19, 2003 41 The CIDOC CRM Place E45 Address E48 Place Name E47 Spatial Coordinates E46 Section DefinitionE18 Physical Stuff E44 Place Appellation E53 Place P88 consists of (forms part of) P58 defines section of (has section definition) P59 is located on or within (has section) P87 identifies (is identified by) P53 has former or current location (is former or current location of ) E9 Move P26 moved to (was destination of) P27 moved from (was origin of) P25 moved (moved by) E12 Production Event P108 has produced (was produced by) P7 took place at (witnessed) E19 Physical Object E24 Ph. M.-Made Stuff

42 ICS-FORTH March 19, 2003 42 The CIDOC CRM Stuff

43 ICS-FORTH March 19, 2003 43 The CIDOC CRM Actor

44 ICS-FORTH March 19, 2003 44 The CIDOC CRM Taxonomic discourse E28 Conceptual Object E7 Activity E17 Type Assignment E55 Type P136 was based on (supported type creation) P42 assigned (was assigned by) E1 CRM Entity E83 Type Creation E65 Creation Event P137 is exemplified by (exemplifies) P41 classified (was classified by) P94 has created (was created by) P135 created type (was created by) P136.1 in the taxonomic role P137.1 in the taxonomic role

45 ICS-FORTH March 19, 2003 45 The CIDOC CRM Visual Contents and Subject E24 Physical Man-Made Stuff E55 Type E1 CRM Entity P62 depicts (is depicted by) P62.1 mode of depiction P65 shows visual item (is shown by) E36 Visual Item P138 visualizes (has visualization) E73 Information Object E38 Visual Image P67 refers to (is referred to by) E23 Information Carrier P128 is carried of (is materialized by) P138.1 mode of depiction

46 ICS-FORTH March 19, 2003 46 Type.DCT1: image Type: painting Title: Garden of Paradise Creator: Master of the Paradise Garden Publisher: Staedelsches Kunstinstitut Example: Partial DC Record about a painting The CIDOC CRM -Application Mapping DC to the CIDOC CRM

47 ICS-FORTH March 19, 2003 47 is identified by E41 Appellation Name: Garden of Paradise ….. E23 Information Carrier Object: PA 310-1A?? E82 Actor Appellation Name: Master of the Paradise Garden E39 Actor ULAN: 4162 E12 Production Event: 0003 carried out by is identified by E82 Actor Appellation Name: Staedelsches Kunstinstitut E39 Actor Actor: 0003 E65 Creation Event carried out by is identified by E55 Type Type: Publication Creation has type is documented in E31 Document Docu: 0001 was created by has type was produced by The CIDOC CRM -Application Mapping DC to the CIDOC CRM E55 Type AAT: painting E55 Type DCT1: image Event: 0004 (AAT: background knowledge not in the DC record)

48 ICS-FORTH March 19, 2003 48 The CIDOC CRM -Application Repository Indexing ActorsEventsObjects Derived knowledge data (e.g. RDF) Thesauri extent CRM entities Ontology expansion Sources and metadata (XML/RDF) Background knowledge / Authorities CIDOC CRM

49 ICS-FORTH March 19, 2003 49 The CIDOC CRM Proposition about Restructuring Data  Data acquisition needs different structure from presentation:  Acquisition (can be motivated by the CRM): — sequence and order, completeness, constraints to guide and control data entry. — ergonomic, case-specific language, optimized to specialist needs — often working on series of analogous items  Integration / comprehension (target of the CRM): — restore connectivity with related subjects, — match and relate by underlying common concepts — no preference direction or subject  Presentation, story-telling (can be based on CRM) — explore context, paths, analogies orthogonal to data acquisition — present in order, allow for digestion — support abstraction

50 ICS-FORTH March 19, 2003 50  1. Will the CRM require me to change my documentation ? Answer:  No. It makes no prescriptions.  You may, however, orient your document structures according to CRM constructs, so that an automatic transfer into a CRM-compatible form is possible.  2. What is the benefit of standardisation? Answer:  You can communicate the meaning of your data structures in a unique way to any user of the CRM. The CIDOC CRM Frequently asked questions

51 ICS-FORTH March 19, 2003 51  3. What does the CRM cover? Answer: Potentially the whole world as physical history in human perception!  In concrete terms: CIDOC Information Categories, DC, EAD, SPECTRUM, FRBR, fits with OPENGIS, and many proprietary formats (wrt contents falling into the intended scope of the CRM)  The mapping exercise has verified the stability of model, its extensibility and the effectiveness of the methodology.  Experience of 6-10 years development by interdisciplinary groups, several implementations. The CIDOC CRM Frequently asked questions

52 ICS-FORTH March 19, 2003 52  Elegant and simple compared to comparable Entity-Relationship models  Coherently integrates information at varying degrees of detail  Readily extensible through O-O class typing and specializations  Richer semantic content; allows inferences to be made from underspecified data elements  Designed for mediation of cultural heritage information The CIDOC CRM Benefits of the CRM (From Tony Gill)

53 ICS-FORTH March 19, 2003 53  Accepted to ISO as Committee Draft. The structure is stable since four years.  Elaboration of improved introduction, improvements on clarity of some scope notes, improved presentation until summer of 2003.  Acceptance as standard expected by 2003. The CIDOC CRM State of Development

54 ICS-FORTH March 19, 2003 54  The CRM is NOT a metadata standard,  it should become our language for semantic interoperability,  it is a Conceptual Reference Model for analyzing and designing cultural information systems  The CRM is in the ISO standardization process:  Dissemination for wide understanding and consensus  Extended application tests  Elaboration of details and documentation  Consensus The CIDOC CRM Conclusions


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