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(1)

TGUUQWTEGUFGN O WPKXGTUKVÃXKTVWGNNG

/ÃNKUUC5CCFQWP

G LCPXKGT NC VÃNÃXKUKQP LCRQPCKUG CPPQPÁCKV NC ETÃCVKQP FOWPG WPKXGTUKVÃ XKTVWGNNG EQPUVKVWÃG FG NOWPKXGTUKVÃ FG .QPFTGU .QPFQP 7PKXGTUKV[FGNOKPUVKVWVVGEJPQNQIKSWGFG/KNCP/KNCPQ+PUVKVWVGQH 6GEJPQNQI[FGNOWPKXGTUKVÃFGNO+NNKPQKU +NNKPQKU 7PKXGTUKV[ GV FG NOKPUVKVWV VGEJPKSWG FG *QMWTKMW *QMWTKMW .GCFKPI 'FIG 6GEJPKECN +PUKVKVWVG .G PQODTGFOÃVWFKCPVUKPUETKVU´NOWPKXGTUKVÃXKTVWGNNGFO#PINGVGTTGGUVRCUUÃFG EKPSOKNNGGP´FKZUGRVOKNNGGPRWKU´VTGPVGOKNNGGPFQPV RTÂUFGEKPSOKNNGRTQXKGPPGPVFG4WUUKG

(QTOGTGPCFQRVCPVWPGCRRTQEJGENKGPV

/GVVTG NG ENKGPV CW EGPVTG FGU RTÃQEEWRCVKQPU FGU RTQLGVU GV FGU EQPVTKDWVKQPU FGU FKXGTU CEVGWTU FCPU NC RTQFWEVKQP FG EQORÃVGPEGU EQPUVKVWG WPG VTCPUHQTOCVKQP RTQHQPFG FGU RGTURGEVKXGU GV FGU RTCVKSWGU JCDKVWGNNGU .C HQECNKUCVKQP UWT NG ENKGPV EQPFWKV ´ TCKUQPPGT GP VGTOGU FG UGTXKEG2CTCKNNGWTUNOCFQRVKQPFOWPGCRRTQEJGENKGPVKPFWKVNOÃVCDNKUUGOGPV FGTGNCVKQPUENKGPVUHQWTPKUUGWTU%JCEWPRGWVÄVTGEQPUKFÃTÃEQOOGÃVCPV´

NC HQKU ENKGPV GV HQWTPKUUGWT FG UGTXKEGU %GEK UWRRQUG WPG EQOOWPKECVKQP WPG EQQTFKPCVKQP GV WPG EQQRÃTCVKQP FG RNWUKGWTU CEVGWTU EQPEGTPÃU GV KORNKSWÃUFCPUNGRTQEGUUWUFOCRRTGPVKUUCIG

%QPUKFÃTÃGVTQRUQWXGPVEQOOGWPGFÃRGPUGUQEKCNGNCHQTOCVKQPVGPF´

ÄVTGOCKPVGPCPVFCXCPVCIGVTCKVÃGEQOOGWPKPXGUVKUUGOGPV%OGUVUCXCNGWT FOWVKNKUCVKQP SWK FGXKGPV HQPFCOGPVCNG RGTOGVGNNG CW RTGUETKRVGWT FG

.

(2)

HQTOCVKQPFGFKURQUGTGPVGORUQRRQTVWPFGUEQORÃVGPEGURGTVKPGPVGUFQPV KNCDGUQKP!%QOOGPVEGUEQORÃVGPEGURGWXGPVGNNGUÄVTGGPVTGVGPWGU!.GU EQORÃVGPEGUUQPVGNNGUVTCPUHÃTCDNGU!

# EGV GHHGV WP QTICPKUOG FG HQTOCVKQP TÃGN QW XKTVWGN PG RGWV NKOKVGT UQP JQTK\QP FG TGURQPUCDKNKVÃ ´ NC RTQFWEVKQP FG FKRNÏOGU &GU FKURQUKVKHU FGUWKXKFOCEEQORCIPGOGPVGVFOGPVTGVKGPFGUEQORÃVGPEGUFQKXGPVÄVTGOKU GP RNCEG RQWT HCEKNKVGT NOKPUGTVKQP RTQHGUUKQPPGNNG FGU ÃVWFKCPVU SWOKN C HQTOÃU 7P VGN UGTXKEG nCRTÂU FKRNÏOG QW nCRTÂU GZCOGP EQPUVKVWG WP HCEVGWTFGSWCNKVÃPQPUGWNGOGPVRQWTNGURTQOQVKQPUSWKGPDÃPÃHKEKGPV´NC UQTVKG FG NOQTICPKUOG FG HQTOCVKQP OCKU CWUUK KPFKTGEVGOGPV RQWT NGU HWVWTUHQTOÃU.GUGPUGKIPGOGPVUHQWTPKURCTEGFKURQUKVKHRQWTTQPVCIKTGP TGVQWTUWTNOCOÃNKQTCVKQPFGUQDLGEVKHUGVFGURTQITCOOGUFGHQTOCVKQP

Produit Produit Besoins

Besoins Clients

Prescripteurs Equipes

multidisciplinaires

Enseignants

Etudiants

(KIWTG7PGURCEGXKTVWGNRQWTHCEKNKVGTNGVTCXCKNFGUÃSWKRGUOWNVKFKUEKRNKPCKTGU 7PG VGNNG ÃXQNWVKQP XQKTG TÃXQNWVKQP GZKIG FGU FKHHÃTGPVU CEVGWTU EQPEGTPÃU GV KORNKSWÃU RCT NG RTQEGUUWU FG HQTOCVKQP FG VTCXCKNNGT CWVTGOGPVOKGWZRNWUXKVGGVCXGEÃEQPQOKGFGOQ[GPU%GNCUKIPKHKGSWOKN GUVPÃEGUUCKTGFGHCKTGEQPXGTIGT

LFGU TÃUGCWZ FOCEVGWTU NOWP FGU QDLGEVKHU FG NOWPKXGTUKVÃ XKTVWGNNG GUV FG ETÃGT WPG U[PGTIKG GPVTG NGU FKHHÃTGPVU OGODTGU FW TÃUGCW ÃVWFKCPV

(3)

GPUGKIPCPV HQWTPKUUGWT ENKGPV GV RTGUETKRVGWT FG NC HQTOCVKQP 'VCV CEVKQPPCKTGUGVE

LFGUTÃUGCWZFOQTFKPCVGWTUNOWPFGUQDLGEVKHUFGNOWPKXGTUKVÃXKTVWGNNGGUVFG RCTVCIGT NGU TGUUQWTEGU EOGUV´FKTG FG TGPFTG CEEGUUKDNG ´ EJCSWG OGODTG FWTÃUGCWNGURTQITCOOGUNGUFQPPÃGUGVNGUÃSWKRGOGPVUKPFÃRGPFCOOGPV FGNGWTNQECNKUCVKQPRJ[UKSWGGVIÃQITCRJKSWG.GUFQPPÃGUNGUKPHQTOCVKQPU GV NGU EQPPCKUUCPEGU UQPV CNQTU RCTVCIÃGU UWT WP QW RNWUKGWTU UGTXGWTU FG HKEJKGTU

.CHKIWTGKNNWUVTGNGHCKVSWGNCEQPXGTIGPEGFOWPTÃUGCWFOCEVGWTUGVFGU VGEJPQNQIKGU FG NOKPHQTOCVKQP GZVTCPGV CXGE FGU CRRNKECVKQPU ITQWRYCTG RGTOGVFOCXQKTFGUUVTWEVWTGUÃVGPFWGUQWXKTVWGNNGU

%TÃGTFGUEGPVTGUFGTGUUQWTEGUEQOOWPU

/CKUCWFGN´FGNOCRRTQEJGVGEJPKSWGEOGUVVQWVGWPGEWNVWTGFWUGTXKEG SWOKN UOCIKV FG OGVVTG GP RNCEG GV FG HCKTG XKXTG &CPU EGVVG RGTURGEVKXG NC EQOOWPKECVKQP FGU QDLGEVKHU NG RCTVCIG FGU TGUUQWTEGU GV NC ECRKVCNKUCVKQP FGUEQPPCKUUCPEGUMPQYNGFIGOCPCIGOGPVUQPVFGUEQPFKVKQPUGUUGPVKGNNGU RQWTTÃWUUKTFGURTQLGVUEQOOWPU=5##?

# EGV GHHGV KN HCWV ETÃGT FGU EGPVTGU FG TGUUQWTEGU SWK HCEKNKVGPV NG FÃXGNQRRGOGPV FG NOÃFWECVKQP GV FGU CRRTQEJGU FOGPUGKIPGOGPV TGRQUCPV UWTNGUVGEJPQNQIKGUFGNOKPHQTOCVKQPEHHKIWTG%GUEGPVTGUUQPVFGUQWVKNU EQORNÃOGPVCKTGU FG NKXTCKUQP ´ FQOKEKNG FGU EQPVGPWU FG HQTOCVKQP GV FOCEEQORCIPGOGPVXKTVWGNFGUÃVWFKCPVUFCPUNGWTUCEVKXKVÃU+NUEQORQTVGPV PQVCOOGPV

LFGUDCUGUFGFQEWOGPVUFQUUKGTUFGUÃVWFKCPVUKPHQTOCVKQPWPKXGTUKVCKTG ECVCNQIWGU FGU CEVKXKVÃU QTICPKUCVKQP FGU JQTCKTGU FOGPUGKIPGOGPV XCNQTKUCVKQPFGUCESWKUUGTXKEGFGEQPUWNVCVKQPRQWTNGUÃVWFKCPVUGVE

LFGU CRRNKECVKQPU ITQWRYCTG RNCPPKPIU FG RTQLGVU CIGPFCU FG ITQWRG HQTWOU VJÃOCVKSWGU DKDNKQVJÂSWGU GV OGUUCIGTKG ÃNGEVTQPKSWG EH nNG ITQWRYCTGRQWTFÃXGNQRRGTNCEQQRÃTCVKQP

6QWVGHQKUNGUWPKXGTUKVÃUFGHQTOGENCUUKSWGFQKXGPVEQPVKPWGT´ÄVTGFGU NKGWZ FG FGUUGTVG FG NC HQTOCVKQP CXGE WPG CRRTQEJG VTCFKVKQPPGNNG GV CXGE NOCRRWK FG OCVÃTKGN RTQFWKV RCT NOGPUGODNG FGU CWVTGU WPKXGTUKVÃU #KPUK EGTVCKPU UGTXKEGU PG UGTQPV QHHGTVU SWO´ FKUVCPEG FOCWVTGU RQWTTQPV ÄVTG QHHGTVU ´ NC HQKU ´ FKUVCPEG GV GP ÃVCDNKUUGOGPV FOCWVTGU GPHKP PG UGTQPV RQUUKDNGUSWOGPÃVCDNKUUGOGPV

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Forums thématiques Messagerie électronique

(KIWTG%GPVTGUFGTGUUQWTEGU

.OWPKXGTUKVÃXKTVWGNNGPÃEGUUKVGCWOQKPUFGUEJCPIGOGPVUFGNCRCTVFGU ÃVWFKCPVU SWK ÃVCKGPV JCDKVWÃU ´ TGEGXQKT NG EQWTU GV FG NC RCTV FGU GPUGKIPCPVU SWKÃVCKGPV QTKGPVÃU XGTU NGU EQPVGPWU ´ FKHHWUGT NGU OÃVJQFGU RÃFCIQIKSWGU ´ RTCVKSWGT QW NGU RTQITCOOGU ´ TÃCNKUGT FQKXGPV CNQTU UG TGEGPVTGTUWTNGUÃVWFKCPVUGVNGURTGUETKRVGWTUFGHQTOCVKQP

'P GHHGV NG RTGOKGT RTÃCNCDNG ´ NC TÃWUUKVG FG NC VTCPUHQTOCVKQP FW U[UVÂOG ÃFWECVKH XGTU FGU CRRTQEJGU EGPVTÃGU UWT NOCRRTGPVKUUCIG FGU ÃVWFKCPVUUGTCNGTGURGEVRCTNGUGPUGKIPCPVUFWTÏNGGVFGUTGURQPUCDKNKVÃU SWG NGU ÃVWFKCPVU FQKXGPV GZGTEGT FCPU NGWT RTQRTG RTQEGUUWU FOCRRTGPVKUUCIG .GU ÃVWFKCPVU FQKXGPV ÄVTG EQPUKFÃTÃU EQOOG FGU RCTVGPCKTGU FW RTQEGUUWU ÃFWECVKH NGU GPUGKIPCPVU FGXGPCPV FGU NGCTPKPI HCEKNKVCVQTU .GU ÃEQNGU FQKXGPV ÄVTG GP OGUWTG FG RGTOGVVTG NOGZRÃTKGPEG ÃFWECVKXGRQWTNGWTUÃVWFKCPVUFGOWNVKRNGUHCÁQPUGPVQWUVGORUGVGPFG OWNVKRNGU GPFTQKVU .C FKHHKEWNVÃ PG TÃUKFG RCU FCPU NG FÃXGNQRRGOGPV FG PQWXGNNGUKFÃGUOCKUFCPUNCECRCEKVÃFOÃEJCRRGTCWZCPETCIGUFGUXKGKNNGU EQPEGRVKQPUFGNOÃFWECVKQP

+N HCWV FÃRCUUGT NGU UVTWEVWTGU TGFÃHKPKT NGU TÏNGU TGXQKT NOGPUGODNG FGU TGNCVKQPUCXGENGUEQOOWPCWVÃUGPWVKNKUCPVFGUEQPEGRVUSWKUQPVPQWXGCWZ SWKPGRTQXKGPPGPVRCUFGPQURTQRTGUKPUVKVWVKQPU8QKEKSWGNSWGUWPGUFGU ECTCEVÃTKUVKSWGUFGEGUEJCPIGOGPVU

(5)

LNOWPKXGTUKVÃXKTVWGNNGSWKFGXKGPVWPGXÃTKVCDNGKPUVKVWVKQPFGUGTXKEGU´

NCEQOOWPCWVÃGNNGOÄOGFÃHKPKGEQOOGWPGEQOOWPCWVÃCRRTGPCPVG LNOCRRTQEJGGPVTGRTGPGWTKCNGHQPFÃGUWTNOKPVGTFKUEKRNKPCTKVÃ

LNOQTICPKUCVKQP EGPVTÃG UWT NGU TÃUWNVCVU SWK UG VTCFWKTQPV GP VGTOGU FG EQORÃVGPEGUGVFGUCXQKTUCESWKUOGUWTCDNGU

LNOÃSWKNKDTG GPVTG NGU CESWKU GV NGU PQWXGNNGU CRRTQEJGU GPVTG NC EQOOWPCWVÃKPVGTPGGVGZVGTPG

2TKPEKRGUFGHQPEVKQPPGOGPV

%KPSRTKPEKRGUFGHQPEVKQPPGOGPVECTCEVÃTKUGPVNOWPKXGTUKVÃXKTVWGNNG LNOWPKEKVÃ NOWPKXGTUKVÃ XKTVWGNNG TCUUGODNG WP PQODTG KPFÃVGTOKPÃ FG nENCUUGU IÃQITCRJKSWGOGPV FKURGTUÃGU SWK EQPUVKVWGPV WPG WPKVÃ FQPV NC PCVWTGGUVNGRTQLGV

LNOÃXQNWVKXKVÃUWTWPVKUUWFQPPÃFOWPKXGTUKVÃUTGRTÃUGPVÃGUEQPETÂVGOGPV GVIÃQITCRJKSWGOGPVRCTGZGORNGKORNCPVCVKQPFOWPKXGTUKVÃUGWTQRÃGPPGU CRRCTCKUUGPV FGU UVTWEVWTGU XCTKCPV UGNQP NC FWTÃG FGU RTQLGVU /CKU NC UVTWEVWTG RGWV ÃICNGOGPV ÃXQNWGT RGPFCPV EG VGORU GP UOCFLQKIPCPV RCT GZGORNGU FOCWVTGU ENCUUGU GVQW FOQTICPKUOGU ÃFWECVKHU PÃEGUUCKTGU ´ NOCDQWVKUUGOGPVFWRTQLGV

LNOCWVQPQOKG EG UQPV VQWU NGU OGODTGU FG NOWPKXGTUKVÃ XKTVWGNNG SWK PÃIQEKGPV GV FÃHKPKUUGPV GPVTG GWZ NG RTQLGV GV NGU UVTCVÃIKGU ´ OGVVTG GP WXTG

LNOWPKXGTUCNKVÃ NG TÃUGCW RGWV ÄVTG KPFKHHÃTGOOGPV EQPUVKVWÃ FGU WPKXGTUKVÃU GV ÃEQNGU TWTCNGU FOWP ECPVQP QW EQORQTVGT FGU ENCUUGU FG RNWUKGWTURC[U

LNOJÃVÃTQIÃPÃKVÃNGUTÃUGCWZUQPVJÃVÃTQIÂPGU

UWT NG RNCP UVTWEVWTGN KNU UQPV EQPUVKVWÃU FG ENCUUGU FOÃEQNGU FG ITQWRGU QW FG TÃUGCWZ &CPU NC RNWRCTV FGU ECU KNU UOCFLQKIPGPV UGNQP NGU DGUQKPUFGUDKDNKQVJÂSWGUFGUOWUÃGUFGUEGPVTGUFGDCPSWGUFGFQPPÃGU FGUCUUQEKCVKQPUGVE

UWT NG RNCP FGU EQPVGPWU XCTKCDNGU ´ NOKPHKPK WXTG EQNNGEVKXG OQFÂNGUFOCRRTGPVKUUCIGETÃCVKQPLQWTPCNKUVKSWGQWFQEWOGPVCKTGGVE

UWT NG RNCP FGU CEVGWTU ÃVWFKCPVU GPUGKIPCPVU RGTUQPPGU GZVÃTKGWTGU´NOÃFWECVKQPGVE

(6)

.GITQWRYCTGRQWTFÃXGNQRRGTNCEQQRÃTCVKQP

2QWTTÃCNKUGTUGUFKHHÃTGPVGUCEVKXKVÃUTGNCVKXGUCWZU[UVÂOGUFGHQTOCVKQP GV FOÃFWECVKQP XKTVWGNU NOÃSWKRG OWNVKFKUEKRNKPCKTG FGXTC WVKNKUGT WPG KPHTCUVTWEVWTG FG V[RG GZVTCPGV CXGE FGU CRRNKECVKHU ITQWRYCTG %GU CRRNKECVKHUQPVRQWTDWVFGHCEKNKVGTNGUn%EQOOWPKECVKQPEQQTFKPCVKQP GV EQQRÃTCVKQP VTQKU OÃECPKUOGU HQPFCOGPVCWZ KPJÃTGPVU ´ VQWVG QTICPKUCVKQPJWOCKPG%GUOÃECPKUOGU UQPV FGU EQPEGRVUENÃU FGU UEKGPEGU FG NOQTICPKUCVKQP SWK ECTCEVÃTKUGPV WPG HQTOG FG UVTWEVWTG SWK UOKORQUG EQOOG NC RNWU CRVG ´ TGNGXGT NGU FÃHKU FOWP GPXKTQPPGOGPV VQWLQWTU RNWU EJCPIGCPVGVVQWLQWTURNWUEQORNGZGNOÃSWKRG=,1*?

.GITQWRYCTGGUVWPRTQEGUUWUKPVGPVKQPPGNFGVTCXCKNGPITQWRGITQWR RTQEGUUWUKPVÃITCPVNGUQWVKNUNQIKEKGNUYCTGPÃEGUUCKTGURQWTNOCUUKUVGT%GVVG FÃHKPKVKQP OGV ENCKTGOGPV GP ÃXKFGPEG NGU FKOGPUKQPU JWOCKPGU GV QTICPKUCVKQPPGNNGU FOWPG RCTV ITQWR RTQEGUUGU GV NGU FKOGPUKQPU VGEJPQNQIKSWGUUQHVYCTGVQQNUFWITQWRYCTGFOCWVTGRCTV

/CKU FCPU WP GPXKTQPPGOGPV QÔ NC FKXKUKQP FW VTCXCKN GUV VQWLQWTU QOPKRTÃUGPVG NGU KFÃGU OÄOG NGU OGKNNGWTGU TGUVGPV UCPU XCNGWT UK NGU KPFKXKFWUPGUCXGPVRCUEQOOWPKSWGTCXGENGUCWVTGUGVUOKNUPGXGWNGPVRCU VTCXCKNNGTGPÃSWKRG1TFGPQULQWTUNGVTCXCKNGPÃSWKRGGUVWPGPÃEGUUKVÃ ECT EOGUV WP QWVKN UVTCVÃIKSWG OCLGWT SWK FQKV ÄVTG FÃXGNQRRÃ GV CHHKPÃ 'P GHHGVNGVTCXCKNGPÃSWKRGFÃXGNQRRGNGUCXQKT=&47 ?%GNWKEKEQPUVKVWGNG UGWNCEVKHFWTCDNGFGVQWVGQTICPKUCVKQP%OGUVFQPEFGNCECRCEKVÃFGNOÃSWKRG FG EQNNGEVGT GV FG IÃTGT NG UCXQKT SWG FÃRGPFGPV NC UWTXKG GV NC TÃWUUKVG FG NOQTICPKUCVKQP

.G OQFÂNG XÃJKEWNÃ RCT NG ITQWRYCTG UOQRRQUG FCPU UGU RTKPEKRGU HQPFCOGPVCWZ CW OQFÂNG QTICPKUCVKQPPGN VTCFKVKQPPGN EOGUV´FKTG FGU UVTWEVWTGU JKÃTCTEJKSWGU GV UQWXGPV ENQKUQPPÃGU .G ITQWRYCTG GUV PÃ FW DGUQKP FG VTCXCKNNGT CWVTGOGPV EOGUV´FKTG FG VTCXCKNNGT GP ÃSWKRGU RNWTKFKUEKRNKPCKTGU +N RGTOGV NOCNNKCPEG FOWPG ÃSWKRG GV FOWPG VGEJPQNQIKG FCPU NG DWV FG ECRKVCNKUGT NGU EQPPCKUUCPEGU GV FOQRVKOKUGT CKPUK NG VGORU KPFKXKFWGN GV EQNNGEVKH 'P GHHGV NOWVKNKUCVKQP RGTVKPGPVG FW ITQWRYCTG RGTOGVFGIÃTGTNGVGORUTÃIKUUCPVNOCEVKQPEQNNGEVKXGEGNWKFGNCOQVKXCVKQP FGNCHNGZKDKNKVÃ GV FG NC RTQCEVKXKVÃ &G OÄOG KN RTGPF GP EJCTIG NG VGORU KPFKXKFWGNEGNWKFGNCETÃCVKXKVÃGVFGNCFÃEKUKQPKPFKXKFWGNNG=5##C?

.G ITQWRYCTG RTGPF GP EQORVG NGU RTQDNÂOGU FOCFCRVCVKQP GZVGTPG GV FOKPVÃITCVKQP KPVGTPG KPJÃTGPVU ´ NC EWNVWTG FOGPVTGRTKUG %GVVG EWNVWTG GUV KPVKOGOGPV NKÃG ´ NOQTICPKUCVKQP GV ´ NC VGEJPQNQIKG FQPV NGU EJCPIGOGPVU XQPV RTQXQSWGT FGU ÃXQNWVKQPU FCPU NC EWNVWTG FOGPVTGRTKUG %OGUV

(7)

NOCUUQEKCVKQP FW OCPCIGOGPV FG NOQTICPKUCVKQP GV FG NC VGEJPQNQIKG SWK RGTOGV´NOGPVTGRTKUGFGRTQHKVGTRNGKPGOGPVFGUCXCPVCIGUFGEJCEWP 6TQKUOÃECPKUOGUHQPFCOGPVCWZ

.GU RTQLGVU FG NOWPKXGTUKVÃ XKTVWGNNG TGRTÃUGPVGPV GP UQK WPG UVTWEVWTG QTICPKUCVKQPPGNNG%GVVGQTICPKUCVKQPXCTGRQUGTUWTWPGFKXKUKQPFWVTCXCKN 1TFKXKUGTNGVTCXCKNEQPUKUVG´TÃRCTVKTNGUV¸EJGU´TÃCNKUGTGPVTGNGUFKHHÃTGPVU OGODTGUFGNOÃSWKRGFGNOWPKXGTUKVÃXKTVWGNNG/CKUEGVVGFKXKUKQPFWVTCXCKN RQUGWPRTQDNÂOGNKÃ´NOKPVGTFÃRGPFCPEGSWKUOÃVCDNKVGPVTGNGUOGODTGUFG NOÃSWKRG 2QWT IÃTGT EGVVG KPVGTFÃRGPFCPEG KN HCWV HCKTG CRRGN CWZ OÃECPKUOGUFGEQQTFKPCVKQP

&CPU UC FÃHKPKVKQP NC RNWU EQOOWPG NC EQQTFKPCVKQP FÃUKIPG NOCTV FG VTCXCKNNGT GPUGODNG GV JCTOQPKGWUGOGPV /CNQPG GV %TQYUVQP FW /+6

=/#.?QPVENCKTGOGPVOKUGPÃXKFGPEGSWCVTGRTKPEKRCNGUEQORQUCPVGUFGNC EQQTFKPCVKQPGVNGURTQEGUUWUFGVTCXCKNSWKNGWTUQPVCUUQEKÃUNGUQDLGEVKHUGV NCFÃVGTOKPCVKQPFGUQDLGEVKHUNGUCEVKXKVÃUGVNCFÃEQORQUKVKQPFGUQDLGEVKHU GPCEVKXKVÃUNGUCEVGWTUGVNCFÃUKIPCVKQPFGUCEVGWTU UWKXKGFGNOCHHGEVCVKQP FGU CEVKXKVÃU CWZ CEVGWTU NGU KPVGTFÃRGPFCPEGU GV NC IGUVKQP FGU KPVGTFÃRGPFCPEGU

#WVTGOGPVFKVNCEQQTFKPCVKQPGUVNCIGUVKQPFGUKPVGTFÃRGPFCPEGUGPVTG RNWUKGWTU CEVKXKVÃU TÃCNKUÃGU RCT WP QW RNWUKGWTU CEVGWTU FCPU NG DWV FOCVVGKPFTG WP QDLGEVKH FQPPÃ 0OGUVEG RCU N´ NOQDLGEVKH FG NOWPKXGTUKVÃ XKTVWGNNG!

.CEQQRÃTCVKQPRTQXKGPVFGNCSWCNKVÃFWOCPCIGOGPVFGNOÃSWKRGGVFGNC URÃEKHKEKVÃ FW NGCFGTUJKR SWK XQPV ÄVTG FG PCVWTG QW PQP ´ HCXQTKUGT NOGPICIGOGPVFGEJCSWGOGODTG FG NOÃSWKRG UWT WPG EQTGURQPUCDKNKVÃ FGU TÃUWNVCVU ´ CVVGKPFTG .GU PQVKQPU FG EQQRÃTCVKQP GV FOÃSWKRG UQPV KPFKUUQEKCDNGU .C EQQRÃTCVKQP GPVTCÉPG FG HCKV WP EGTVCKP PQODTG FG EQPVTCKPVGU RQWT NGU KPFKXKFWU 6TCXCKNNGT ´ RNWUKGWTU RQWT CVVGKPFTG GP EQOOWP WP OÄOG QDLGEVKH KORNKSWG FG TGPQPEGT ´ WP EGTVCKP FGITÃ FG NKDGTVÃ´CEEGRVGTWPGEQQTFKPCVKQPGVWPGFKUEKRNKPGRTQRTG´NOÃSWKRG6TQKU ETKVÂTGU ECTCEVÃTKUGPV NC EQQRÃTCVKQP NC EQPHKCPEG NGU TCRRQTVU FOÃICNKVÃ NC EQOOWPKECVKQP

2CTOK NGU QDUVCENGU JCDKVWGNU ´ NC EQQTFKPCVKQP GV ´ NC EQQRÃTCVKQP QP VTQWXG NC EQOOWPKECVKQP 1T NC EQOOWPKECVKQP GUV WP RTQEGUUWU FÃVGTOKPCPVRQWTNOCEVKQPNCRNWUKORQTVCPVGFGNOÃSWKRGSWKGUVNCFÃEKUKQP .CEQOOWPKECVKQPGUVWPQWVKNRGTOCPGPVFGIGUVKQPCWUGKPFGNOÃSWKRGGP RCTVKEWNKGT 'NNG RGWV ÄVTG EQPUKFÃTÃG EQOOG NG NKGP QTICPKSWG SWK RGTOGV CWZ KPFKXKFWU FOGPVTGT GP EQPVCEV FOÃEJCPIGT GV RCT EQPUÃSWGPV FG

(8)

VTCXCKNNGTGPÃSWKRG.CEQOOWPKECVKQPGUV WP RTQEGUUWU VTÂU ETKVKSWG FCPU NOQTICPKUCVKQP ECT EOGUV EG RTQEGUUWU SWK HCEKNKVG QW NKOKVG NC EQQTFKPCVKQP TGPFWG PÃEGUUCKTG RCT NC FKXKUKQP FW VTCXCKN %OGUV GPEQTG EG RTQEGUUWU SWK EQPVTKDWG GP ITCPFG RCTVKG ´ HCXQTKUGT QW ´ NKOKVGT NC EQQRÃTCVKQP SWK ECTCEVÃTKUGNGVTCXCKNGPÃSWKRG6QWVGUEGURTQDNÃOCVKSWGUUQPV´NOQTKIKPGFW FÃXGNQRRGOGPV FGU VGEJPQNQIKGU FG NOKPHQTOCVKQP GV FG NC EQOOWPKECVKQP

=5##?

0QWUCDQTFGTQPUFCPUNGUUGEVKQPUUWKXCPVGUNGUCRRNKECVKQPUITQWRYCTG

´ WVKNKUGT FCPU WPG KPHTCUVTWEVWTG GZVTCPGV FCPU NG ECFTG FG NOWPKXGTUKVÃ XKTVWGNNG

.CDKDNKQVJÂSWGRQWTECRKVCNKUGTNGUEQPPCKUUCPEGU

.CDKDNKQVJÂSWGRGTOGVCWZÃSWKRGUFGECRKVCNKUGTNGUEQPPCKUUCPEGUGVNGU FQEWOGPVURTQFWKVUVQWVCWNQPIFWRTQEGUUWUHQTOCVKQP%GUEQPPCKUUCPEGU RGWXGPV GPUWKVG ÄVTG RCTVCIÃGU TGPHQTÁCPV CKPUK NGU OÃECPKUOGU FG EQQRÃTCVKQPGVFGEQQTFKPCVKQPGPVTGNGUOGODTGUFGNOÃSWKRG.GUPQVKQPUFG DKDNKQVJÂSWGUQPVUKORNGU´EQORTGPFTGOCKUKNGUVKORQTVCPVFGTÃHNÃEJKT´

NCRTQDNÃOCVKSWG IÃPÃTCNG FG NC nOÃOQKTG QTICPKUCVKQPPGNNG RQWT OKGWZ ÃXCNWGTNGTÏNGGVNGRQVGPVKGNFGEGUCRRNKECVKQPUITQWRYCTG

.C OÃOQKTG QTICPKUCVKQPPGNNG SWOGNNG UQKV KPFKXKFWGNNG QW EQNNGEVKXG GZRNKEKVGQWVCEKVGGUVNOWPFGURQKPVUFOCPETCIGNGURNWUKORQTVCPVUFCPUNC IGUVKQPFWHNWZEQPVKPWFGNCEQPPCKUUCPEGQTICPKUCVKQPPGNNG.CIGUVKQPFGU EQPPCKUUCPEGU FCPU WPG QTICPKUCVKQP TÃGNNG QW XKTVWGNNG POGUV RCU WP FQOCKPG FG RGPUÃG GV FOCEVKQP VTÂU TÃRCPFW 'NNG TGRTÃUGPVG RQWTVCPV FGU GPLGWZ IKICPVGUSWGU RQWT NOQTICPKUCVKQP .C EQPPCKUUCPEG GUV DKGP WP ÃNÃOGPV OQVGWT FG NOCXCPVCIG EQPEWTTGPVKGN FGU QTICPKUCVKQPU OCKU NGU SWGNSWGUOÃVJQFGUGVQWVKNUSWKGZKUVGPVCWLQWTFOJWKUQPVOCNEQPPWUFGNC OCLQTKVÃFGUCEVGWTU

.CIGUVKQPFGUEQPPCKUUCPEGUMPQYNGFIGOCPCIGOGPVRGWVÄVTGFÃHKPKG EQOOG NC OKUG GP RNCEG FOWP U[UVÂOG FG IGUVKQP FGU HNWZ EQIPKVKHU SWK RGTOGV CWZ ÃSWKRGU GV ´ NOQTICPKUCVKQP GNNGOÄOG CW UGPU FG NC UVTWEVWTG QTICPKUCVKQPPGNNG FG IÃPÃTGT FOGZRNQKVGT GV FG TGPQWXGNGT NG HNWZ FG EQPPCKUUCPEGU FG EGVVG FGTPKÂTG %G HNWZ FG EQPPCKUUCPEGU GUV GP HCKV UQP RCVTKOQKPGFGEQPPCKUUCPEGU.C IGUVKQP FGU EQPPCKUUCPEGU GUV XKVCNG RCTEG SWOGNNG EQPUVKVWG WP ECRKVCN SWK UOGPTKEJKV RGTRÃVWGNNGOGPV %QOOG FKV WP RTQXGTDG KPFKGP n2CTVCIGT WPG XCNGWT HKPCPEKÂTG KORNKSWG SWOQP NC FKXKUG .C EQPPCKUUCPEG GNNG GUV DKGP NC UGWNG XCNGWT SWK CWIOGPVG NQTUSWOQP NC RCTVCIG

8QKN´RQWTSWQKGNNGTGRTÃUGPVGWPÃNÃOGPVENÃFGVQWVRTQEGUUWUFGFÃEKUKQP

´ EQPFKVKQP VQWVGHQKU SWG EGU EQPPCKUUCPEGU UQKGPV FKURQPKDNGU FG OCPKÂTG

(9)

KPUVCPVCPÃGTÃUGCWTÃIWNKÂTGOGPVOKUGU´LQWTCXGEWPFGITÃFOGZEGNNGPEG CXÃTÃ .C IGUVKQP FGU EQPPCKUUCPEGU CHHGEVG VTQKU FQOCKPGU FKUVKPEVU NGU JQOOGUNOKPHQTOCVKQPNCVGEJPQNQIKGEHHKIWTG

Information Information Technologie

Technologie

Hommes Hommes

Nouveaux modes de travail Nouveaux modes de travail (équipe, richesse collective) (équipe, richesse collective)

« Prête à l’emploi »

« Prête à l’emploi » (à jour, pertinente, fiable) (à jour, pertinente, fiable) Systèmes d’information

Systèmes d’information (intégrés, étendus) (intégrés, étendus)

Gestion des Gestion des Connaissances Connaissances

(KIWTG.GUVTQKUFQOCKPGUFGNCIGUVKQPFGUEQPPCKUUCPEGU

2QWT NGU JQOOGU NC IGUVKQP FGU EQPPCKUUCPEGU KORNKSWG FG PQWXGCWZ OQFGU FG VTCXCKN VCPV CW RNCP FG NC EWNVWTG SWOCW PKXGCW FGU ÃSWKRGU SWK RCTVCIGPV CNQTU WPG TKEJGUUG EQNNGEVKXG FQPV GNNGU CRRTGPPGPV GPUGODNG GV UÃRCTÃOGPVNCXCNGWT.CIGUVKQPFGUEQPPCKUUCPEGURGWV FÂU NQTU GPVTCÉPGT FGU OQFKHKECVKQPU FCPU NG TÏNG GV NGU TGURQPUCDKNKVÃU FG EJCEWP #W PKXGCW OÄOGFGNOKPHQTOCVKQPKNGUVECRKVCNSWOGNNGUQKV´LQWTRGTVKPGPVGnRTÄVG´

NOGORNQK GV TÃIWNKÂTGOGPV UQWOKUG ´ TÃXKUKQP 3WCPV CW PKXGCW VGEJPQNQIKSWG NC IGUVKQP FGU EQPPCKUUCPEGU UOCRRWKGTC UWT FGU U[UVÂOGU FOKPHQTOCVKQP ÃVGPFWU FGU RCUUGTGNNGU GPVTG U[UVÂOGU GZKUVCPVU GV FGU OQ[GPUFOCEEÂUCKUÃU

1T FG OÄOG SWOKN GZKUVG WPG KPIÃPKGTKG FG NC IGUVKQP HKPCPEKÂTG GV WPG KPIÃPKGTKGFGNCIGUVKQPFGUTGUUQWTEGUJWOCKPGUKNGZKUVGWPGKPIÃPKGTKGFG NCIGUVKQPFGUEQPPCKUUCPEGU5CPUCNNGTRNWUNQKPFCPUNOCPCN[UGFWEQPEGRV FGnEQPPCKUUCPEGQTICPKUCVKQPPGNNGKNHCWVTCRRGNGTSWGEGUEQPPCKUUCPEGU NGWTIÃPÃTCVKQPNGWTGZRNQKVCVKQPGVNGWTTGPQWXGNNGOGPVUQPV´NCDCUGFGU OÃECPKUOGU FG EQQTFKPCVKQP GV FG EQQRÃTCVKQP 7PG EGTVCKPG JQOQIÃPÃKVÃ FGU EQPPCKUUCPEGU RCTVCIÃGU RCT NOQTICPKUCVKQP HCEKNKVGTC NGWT EKTEWNCVKQP GV

(10)

RGTOGVVTC FG TÃGNNGU ÃEQPQOKGU FG EQÖV FG EQQTFKPCVKQP GV FG EQOOWPKECVKQP/CKUKNHCWVXGKNNGT´EGSWGNCIGUVKQPGZRNKEKVGFGUUCXQKTU EQNNGEVKHU KORQUÃG ´ WPG nEQOOWPCWVÃ FG RTCVKSWG PG XKGPPG RCU FÃTÃINGT UGU CLWUVGOGPVU OWVWGNU KPFWKUCPV FGU DNQECIGU FG NOGZRTGUUKQP KPFKXKFWGNNGGVFGNCEQPVTKDWVKQPRGTUQPPGNNG´WPUCXQKTEQNNGEVKH

.G ITQWRYCTG RGTOGV FOCDQTFGT NC SWGUVKQP FG NC IGUVKQP FGU EQPPCKUUCPEGU QTICPKUCVKQPPGNNGU GP KPVTQFWKUCPV WPG FKOGPUKQP RTCIOCVKSWGKPFKURGPUCDNG´EGIGPTGFGTÃHNGZKQP'PGHHGVNCRTÃRCTCVKQPGV NOWVKNKUCVKQP FGU CRRNKECVKQPU ITQWRYCTG EGPVTÃGU UWT NC nOÃOQKTG QTICPKUCVKQPPGNNG RGTOGVVGPV FG TGRGPUGT NOQTICPKUCVKQP GP IÃPÃTCN GV NGU ITQWRGU GP RCTVKEWNKGT GP VGTOGU FG nEQOOWPCWVÃU FG RTCVKSWG /CKU SWOGUVEGSWOWPGEQOOWPCWVÃFGRTCVKSWG!%OGUVNGRCTVCIGFOWPGRTCVKSWG RTQRTG ´ WP ITQWRG FOCEVGWTU=5## E? %G RCTVCIG RGTOGV FOKFGPVKHKGT EGU CEVGWTUEQOOGWPGEQOOWPCWVÃWPITQWRGWPGÃSWKRG+NUOCIKVDKGPFOWPG EQOOWPCWVÃTÃWPKGRCTWPGRTCVKSWGGVPQPRCTFGUFÃVGTOKPCPVU UQEKCWZ QW EWNVWTGNU 5GNQP NGU URÃEKCNKUVGU WPG EQOOWPCWVÃ FG RTCVKSWG GUV WPG EQPFKVKQP PÃEGUUCKTG ´ NOGZKUVGPEG OÄOG FG NC EQPPCKUUCPEG .C IGUVKQP RGTVKPGPVGFGUEQPPCKUUCPEGUFGXKGPVWPGPLGWOCLGWTRQWTNCEQORÃVKVKXKVÃ FGUQTICPKUCVKQPU%GNCKORNKSWGNCIGUVKQPRGTVKPGPVGFGUEQOOWPCWVÃUFG RTCVKSWG FCPU NGU QTICPKUCVKQPU GP FOCWVTGU VGTOGU NC IGUVKQP GHHKECEG FGU UVTWEVWTGU EQPEGRVWGNNGU EQORNGZGU SWG UQPV NGU ITQWRGU GV NGU ÃSWKRGU OWNVKFKUEKRNKPCKTGU %GU EQOOWPCWVÃU FG RTCVKSWG UQPV FGU ITQWRGU ECRCDNGU FOGPVTGVGPKT NOGZRGTVKUG GV FQPE WPG EGTVCKPG HQTOG FG URÃEKCNKUCVKQP UCPU TGEQWTKT ´ WPG FKXKUKQP KTTÃXGTUKDNG FW VTCXCKN .GU OÃECPKUOGU FG EQQTFKPCVKQP NG RNWU UQWXGPV VCEKVGU PG PÃEGUUKVGPV RCU NOKPVGTXGPVKQP NQWTFG FW OCPCIGOGPV 3WCPV ´ NC EQQRÃTCVKQP GNNG TGRQUG UWTWPGPICIGOGPVEQNNGEVKHKPFKXKUKDNGSWKUGTV´ÃXKVGTNGUTWRVWTGUCWUGKP FWITQWRG=5##D?

1P XQKV FQPE NC U[ODKQUG HQTVG SWK GZKUVG GPVTG FGU HQTOGU QTICPKUCVKQPPGNNGU FG V[RG EQOOWPCWVÃ FG RTCVKSWG GV NC IGUVKQP FGU EQPPCKUUCPEGU ´ NC HQKU VCEKVGU GV HQTOCNKUÃGU &CPU NC RTCVKSWG KN UOCIKV FG ITQWRGUQWFOÃSWKRGUFGJCWVGRGTHQTOCPEGSWKUCXGPVVKTGTNGOGKNNGWTRCTVK FGU CRRNKECVKQPU ITQWRYCTG EGPVTÃGU UWT NC IGUVKQP FG NC OÃOQKTG QTICPKUCVKQPPGNNG

&ÂUNQTUNCDKDNKQVJÂSWGCRRQTVGWPFKURQUKVKHRTÃEKGWZCWZÃSWKRGURQWT EQPEGRVWCNKUGTGVECRKVCNKUGTNOGZRÃTKGPEGCESWKUGCWHKNFWVGORU.CTÃCNKVÃ FWVGTTCKPOQPVTGVTÂUUQWXGPVSWGNOGZRÃTKGPEGCESWKUGRCTWPGÃSWKRGUGU EQPPCKUUCPEGUVCEKVGUPOGUVRCUEQPEGRVWCNKUÃGEOGUV´FKTGSWOGNNGPOGUVRCU TÃKPVTQFWKVGFCPUNCOÃOQKTGEQNNGEVKXGFGNOQTICPKUCVKQP+N[CFÃRGTFKVKQP GPNKIPGFGNCEQPPCKUUCPEG2CTCKNNGWTUPQODTGFOÃSWKRGUTGEQPUVTWKUGPVWP

(11)

U[UVÂOG FOCRRTQEJG UWT FGU QRÃTCVKQPU FÃL´ GZRÃTKOGPVÃGU #W NKGW FOKPXGUVKTFCPUNGUCXQKTGVNCECRKVCNKUCVKQPFGUEQPPCKUUCPEGUNGWTUGHHQTVU UQPV FKNWÃU FCPU FG PQWXGNNGU QRÃTCVKQPU GPVTCÉPCPV WPG ÃEQPQOKG PQP CRRCTGPVG OCKU HQTVGOGPV GV KPWVKNGOGPV FÃRGPUKÂTG 2QWT ÃXKVGT EGU GHHGVU PÃICVKHU NG VTCXCKN UWT NGU UVTWEVWTGU FG ITQWRG GV FG TÃUGCW UWT NGWT OCPCIGOGPVURÃEKHKSWGGVUWTNGUQWVKNUFOKPHQTOCVKQPGVFGEQOOWPKECVKQP GUVKPEQPVQWTPCDNG

.CDKDNKQVJÂSWGFQKVUGEQORQTVGTEQOOGWPU[UVÂOGFGUVQEMCIGGVFG TGUVKVWVKQPFOKPHQTOCVKQPFGUKIPKHKECVKQPGVFGEQPVGZVG%QOOGNCOÃOQKTG JWOCKPGNCOÃOQKTGITQWRYCTGFQKVRGTOGVVTGNCIGUVKQPGHHKECEGFGVTQKU ÃVCRGU

LNC OÃOQTKUCVKQP EOGUV´FKTG NOCNKOGPVCVKQP FG NC OÃOQKTG GP KPHQTOCVKQPU%OGUVWPGÃVCRGHQPFCOGPVCNGGVEQORNGZGCWEQWTUFGNCSWGNNG NGU FQPPÃGU KPKVKCNGU UWDKUUGPV RNWUKGWTU QRÃTCVKQPU SWG NOQP CRRGNNG nRTQEGUUWUFOCESWKUKVKQP+NUOCIKVGPHCKVFWVTCKVGOGPVGVFGNOÃNCDQTCVKQP FGNOKPHQTOCVKQPRQWTGPHCDTKSWGTWPXÃTKVCDNGUQWXGPKT

LNC EQPUGTXCVKQP EOGUV´FKTG NG UVQEMCIG FG EGU KPHQTOCVKQPU FCPU NG VGORU RQWT RTÃXGPKT NGWT QWDNK %GVVG ÃVCRG POGUV RCU FW VQWV RCUUKXG +N GZKUVGWPGXÃTKVCDNGOCKPVGPCPEGFWUVQEMFGUQWXGPKTURTQEGUUWUSWGNOQP CRRGNNGnEQPUQNKFCVKQP.GUVQEMOPÃUKSWGÃXQNWGFCPUNGVGORUNGUHCKVU GPTGIKUVTÃU UQPV GP RGTOCPGPEG TGVTCXCKNNÃU TGUVTWEVWTÃU TÃKPFGZÃU GP HQPEVKQPFGVQWVGUNGUPQWXGNNGUKPHQTOCVKQPUSWKXKGPPGPVUGEQPHTQPVGTCWZ CPEKGPPGU

LNC TGUVKVWVKQP EOGUV´FKTG NOCEEÂU CWZ KPHQTOCVKQPU UVQEMÃGU %G TCRRGN GUV WP RJÃPQOÂPG VTÂU ÃNCDQTÃ .GU VTCEGU OPÃUKSWGU UQPV TGEJGTEJÃGU CEVKXGOGPV GP HQPEVKQP FG ETKVÂTGU FG UÃNGEVKQP OQVUENÃU FOWP FQEWOGPV GWZOÄOGU HQPEVKQP FGU DGUQKPU FGU EKTEQPUVCPEGU GV FGU KPHQTOCVKQPU GZVÃTKGWTGU

.C DKDNKQVJÂSWG FG NOWPKXGTUKVÃ XKTVWGNNG RGWV EQPVGPKT FGU UWRRQTVU FG EQWTUNGUFKHHÃTGPVUCEVGWTUCEEÃFCPV´EGVVGDKDNKQVJÂSWGRGWXGPVFÃRQUGT EQPUWNVGTKORTKOGTGVEEGUUWRRQTVU+NGPTÃUWNVGWPICKPFGVGORUGVFG RJQVQEQRKGU CKPUK SWOWPG RNWU ITCPFG KORNKECVKQP FGU ÃVWFKCPVU %KVQPU ´ VKVTGKPFKECVKHFOCWVTGUGZGORNGUFOWVKNKUCVKQPFGNCDKDNKQVJÂSWGNGUUWRRQTVU FGHQTOCVKQPNGUFQEWOGPVUFG4&FGUEJGTEJGWTUGVÃVWFKCPVUNGUVJÂUGU FOÃVWFKCPVUGVE

.GRNCPPKPIRQWTUWKXTGGVÃXCNWGTNGUCEVKXKVÃU

.GU CRRNKECVKQPU ITQWRYCTG FG nUWKXK TGPXQKGPV GP HCKV CW FQWDNG XKUCIG FG NC EQOOWPKECVKQP NC EQOOWPKECVKQP HQTOGNNG FOWPG RCTV GV

(12)

KPHQTOGNNG FOCWVTG RCTV +N GZKUVG FGU TGNCVKQPU EQORNGZGU GPVTG EGU FGWZ OQFGUFGEQOOWPKECVKQP6QWVGQTICPKUCVKQPFWVTCXCKNSWKHCKVCRRGN´FGU VGEJPKSWGUQRÃTCVQKTGURCTVKEWNKÂTGUVGPF´HQTOCNKUGTNCFKXKUKQPFWVTCXCKN

%GVVG FKXKUKQP FW VTCXCKN VGPF GNNGOÄOG ´ NC URÃEKCNKUCVKQP 'V NC URÃEKCNKUCVKQP CEETWG FGU HQPEVKQPU GV FGU EQORÃVGPEGU GPVTCÉPG NG FÃXGNQRRGOGPV FG OQFGU FG EQQTFKPCVKQP HQTOGNU UWRGTXKUKQP FKTGEVG UVCPFCTFKUCVKQP RCT NGU RTQEÃFÃU QW RCT NGU TÃUWNVCVU UVCPFCTFKUCVKQP FGU SWCNKHKECVKQPU .GU CRRNKECVKQPU FG UWKXK EQTTGURQPFGPV ´ EGVVG FGOCPFG QTICPKUCVKQPPGNNG ECNGPFTKGT RNCPPKPI UWKXK FG V¸EJGU GVE 1T EGVVG EQOOWPKECVKQP HQTOGNNG GUV KPECRCDNG FG EQWXTKT VQWVGU NGU UKVWCVKQPU FG VTCXCKN PQVCOOGPV NQTUSWG NG VTCXCKN GUV EQORNGZG %OGUV KEK SWG NC EQOOWPKECVKQPKPHQTOGNNGRTGPFVQWVGUQPKORQTVCPEG

.GU ÃEJCPIGU KPVGPUGU GV UVTWEVWTÃU GPVTG NGU FKHHÃTGPVU CEVGWTU FG NOWPKXGTUKVÃXKTVWGNNGPÃEGUUKVGPVWPGCRRNKECVKQPFGV[RGUWKXK&OWPGHCÁQP IÃPÃTCNGEGVVGCRRNKECVKQPITQWRYCTGCRQWTDWVFGHCEKNKVGTNCIGUVKQPFGU KPVGTFÃRGPFCPEGU 'NNG UGTV ÃICNGOGPV ´ FGU HKPU RWTGOGPV NQIKUVKSWGU NQTUSWOKN UOCIKV FG U[PEJTQPKUGT NGU CEVKXKVÃU TÃWPKQPU TGPFG\XQWU GVE GV NGUCEVGWTUEQPEGTPÃURCTNCTÃCNKUCVKQPFGEGUCEVKXKVÃU

.GU CRRNKECVKQPU FG UWKXK FW VGORU CIGPFC FG ITQWRG GV FGU V¸EJGU RNCPPKPIFGITQWRGUQPVFGUQWVKNUFGRTGOKÂTGPÃEGUUKVÃSWKGZKIGPVFGU EQORÃVGPEGU URÃEKHKSWGU FG NC RCTV FGU KPFKXKFWU # VKVTG KPFKECVKH XQKEK SWGNSWGUGZGORNGUEQWTCPVUFOCRRNKECVKQPUFGUWKXKFCPUWPGPXKTQPPGOGPV EQQRÃTCVKH

LNGUWKXKFGRTQLGVRGTOGVFOGPTGIKUVTGTVQWVGNCUVTWEVWTGFGURTQLGVUGV UQWURTQLGVUGPÃVCRGUGVGPV¸EJGUGVFOCHHGEVGTEGUV¸EJGUCWZOGODTGUFG NOÃSWKRGFGRTQLGV%GVVGCRRNKECVKQPUGTVÃICNGOGPV´CHHGEVGTGV´UWKXTGNGU TGUUQWTEGUOCVÃTKGNNGU

LNOCIGPFC FG ITQWRG RGTOGV ´ RNWUKGWTU RGTUQPPGU FG UWKXTG ´ NC HQKU NGWTU RTQRTGU CEVKXKVÃU VQWV GP RCTVCIGCPV NGWT RNCPPKPI CXGE NGU CWVTGU OGODTGU FG NOÃSWKRG %GVVG CRRNKECVKQP RGTOGV FOQRVKOKUGT NC IGUVKQP FW VGORUKPFKXKFWGNGVEQNNGEVKHCWPKXGCWFOWPGQWRNWUKGWTUÃSWKRGUFGIÃTGT NGU V¸EJGU SWQVKFKGPPGU SWOGNNGU UQKGPV RGTUQPPGNNGU QW FÃNÃIWÃGU 'NNG HCEKNKVGÃICNGOGPVNOQTICPKUCVKQPFGTGPFG\XQWUFGTÃWPKQPUGVE

LNG UWKXK FG FQUUKGTU FGU ÃVWFKCPVU GV RNWU IÃPÃTCNGOGPV VQWV UWKXK FOÃXÃPGOGPVU KN UOCIKV CNQTU FG UWKXTG GP RGTOCPGPEG NOÃXQNWVKQP FCPU NG VGORU FOWP QDLGV FG IGUVKQP SWK GUV VTCKVÃ RCT RNWUKGWTU RGTUQPPGU 2CT GZGORNG NOKPUVTWEVKQP FOWP FQUUKGT NG UWKXK FGU TÃENCOCVKQPU NG UWKXK FGU FGOCPFGU FOKPVGTXGPVKQP FCPU NG ECU FOWP UGTXKEG CRTÂU XGPVG NG UWKXK EQOOGTEKCNFGEQORVGUENKGPVU

(13)

.COGUUCIGTKGÃNGEVTQPKSWG

.COGUUCIGTKGÃNGEVTQPKSWGUGECTCEVÃTKUGRCTNOKORQTVCPEGFWTÏNGFGUQP nVTCPURQTVGWT FOKPHQTOCVKQPU SWG EGNWKEK CUUWTG GPVTG NGU FKHHÃTGPVU OGODTGUFGNOÃSWKRG%JCSWGCRRNKECVKQPFGTQWVCIGCUUWTGWPVTCPURQTVGP VGORU TÃGN QW FKHHÃTÃ FOQDLGVU ÃNGEVTQPKSWGU EOGUV´FKTG FG FQEWOGPVU HQTOWNCKTGUFOWPKPFKXKFW´WPCWVTGQWFOWPKPFKXKFW ´ WPG CRRNKECVKQP QWDKGPGPEQTGFOWPGCRRNKECVKQP´WPGCWVTG=5##?

%GVVG HCOKNNG FOCRRNKECVKQP HCEKNKVG NC EQOOWPKECVKQP GV NC EQQTFKPCVKQP 'PGHHGVNCVTCPUOKUUKQPFGUKPHQTOCVKQPUGVFGUFQEWOGPVUUOGHHGEVWGKEKUWT NGOQFGCU[PEJTQPG'PQWVTGEGVVGHCOKNNGFOCRRNKECVKQPUHQPEVKQPPGUWTNG OQFG RWUJ EOGUV´FKTG SWG NOÃOGVVGWT FÃEKFG FG NC VTCPUOKUUKQP FG NOKPHQTOCVKQPFQEWOGPVXGTUWPQWRNWUKGWTUFGUVKPCVCKTGU

#XGE NC OGUUCIGTKG ÃNGEVTQPKSWG NG nOÃOQ CXGE QW UCPU FQEWOGPV CVVCEJÃGUVnRQWUUÃFOWPRQKPV´WPCWVTGFWTÃUGCWKPHQTOCVKSWGNQECNQW FKUVCPV GV VTCPUKVG RCT RNWUKGWTU RQKPVU LWUSWO´ UC TGOKUG CW FGUVKPCVCKTG HKPCN %G OQFÂNG HQPEVKQPPG VTÂU DKGP RQWT NGU EQOOWPKECVKQPU FG RQKPV ´ RQKPVWPGRGTUQPPG´WPGRGTUQPPGWPGRGTUQPPG´RNWUKGWTURGTUQPPGUQW NOKPXGTUGEHHKIWTG

N à P N à P

1 à 1

1 à 1 1 à N1 à N

N à 1 N à 1

Messagerie électronique

Conférence électronique

(KIWTG6TQKUOQFGUFGFKHHWUKQPGVWPOQFGRQWTNOÃEJCPIG

(14)

.C OGUUCIGTKG ÃNGEVTQPKSWG HCEKNKVG NG RTQEGUUWU FG FKHHWUKQP FG NOKPHQTOCVKQP%GRGPFCPVFÂUSWGNGFÃDKVFGFKUVTKDWVKQPGUVUWRÃTKGWT´NC ECRCEKVÃFOCDUQTRVKQPGVFGIGUVKQPFGNOKPHQTOCVKQPNGUGWKNFOKPXGTUKQPFG NOGHHKECEKVÃ FG NC EQOOWPKECVKQP GUV CVVGKPV 'P HCKV RNWU NOKPVGTCEVKQP GUV KORQTVCPVG GV NGU RCTVKEKRCPVU PQODTGWZ RNWU KN GUV FKHHKEKNG FG IÃTGT NC F[PCOKSWGFGUFKHHÃTGPVGUTÃRQPUGUCXGEWPGOGUUCIGTKGÃNGEVTQPKSWG

.C UWTEJCTIG KPHQTOCVKQPPGNNG GPIGPFTG NC RGTVG FOKPHQTOCVKQP .OWVKNKUCVKQP FW UGWN QWVKN FG OGUUCIGTKG POGUV FQPE RCU EQPEGXCDNG RQWT QDVGPKT WPG EQOOWPKECVKQP GHHKECEG +N HCWV FGU QWVKNU EQORNÃOGPVCKTGU ECRCDNGU FG IÃTGT NOKPHQTOCVKQP HCEG ´ UC FKUVTKDWVKQP FGU QWVKNU EQOOG NC EQPHÃTGPEGÃNGEVTQPKSWG

.GHQTWORQWTGPTKEJKTNGUEQPVGPWUFGHQTOCVKQP

.GU RTQEGUUWU FG VTCXCKN GP ÃSWKRG UQPV FQOKPÃU RCT FGU ÃEJCPIGU KPVGPUGUGPVTGNGURGTUQPPGU&CPUNGUGPXKTQPPGOGPVUFGVTCXCKNEQORNGZGU QÔ NC FKXKUKQP FW VTCXCKN HCKV NCTIGOGPV CRRGN CWZ OÃECPKUOGU FG EQQTFKPCVKQPEGPVTÃUUWTNOCLWUVGOGPVOWVWGNNGUDGUQKPUFGEQOOWPKECVKQP GV FOÃEJCPIG GPVTG ÃSWKRGU UQPV HQPFCOGPVCWZ %GU ÃEJCPIGU RGWXGPV ÄVTG RNWU QW OQKPU UVTWEVWTÃU UGNQP SWG NGU DGUQKPU FG EQQTFKPCVKQP QW FG EQQRÃTCVKQPFQOKPGPV

.C EQPHÃTGPEG VJÃOCVKSWG QW HQTWO VJÃOCVKSWG CRRQTVG FGU TÃRQPUGU GHHKECEGU CWZ DGUQKPU FG EQOOWPKECVKQP KPHQTOGNNG KPFKURGPUCDNG ´ NC EQQTFKPCVKQP FGU RGTUQPPGU RCT CLWUVGOGPV OWVWGN 'P GHHGV NC RTKPEKRCNG HQPEVKQP FGU CRRNKECVKQPU FKVGU FG EQPHÃTGPEG GUV FG HCEKNKVGT NOQTICPKUCVKQP FOÃEJCPIGU CU[PEJTQPGU RNWU QW OQKPU KPVGPUGU GPVTG RGTUQPPGU KPVGTXGPCPV ´ FGU OQOGPVU GV GP FGU NKGWZ FKHHÃTGPVU &CPU NC HQTOG FG EQOOWPKECVKQPNCRNWUQWXGTVGGVNCRNWUUKORNGEGUCRRNKECVKQPUTÃFWKUGPV´

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