隨著網際網路（Internet）之快速發展，「資訊過量」、「資訊爆炸」等狀況漸形嚴重，造成網際網路使用者進行資訊檢索/查詢時，無法有效篩選真正想要尋找之資訊。此外，近年來以顧客為導向之顧客關係管理（Customer Relationship Management，CRM）觀念盛行，企業若能掌握使用者之需求，建立「個人化（Personalized）」之顧客關係，主動發佈使用者需要之資訊，將可更契合未來資訊之管理模式。本論文乃以文件關鍵屬性之擷取為基礎，進行文件間之相關性分析；並以此相關性分析之結果進行自動化文件分群。之後，透過使用者閱讀趨勢之收集與分析，結合文件分群結果，自動推論文件接受對象，達成文件（或訊息）自動發佈之目的。最後，建立一套以文件相關性為基礎之企業知識分群與管理模式與系統技術，並以一案例驗證此模式與技術之可行性。整體而言，藉由本研究所發展之知識文件管理模式，除可促成企業體實現一對一行銷之理念外，尚可應用於企業知識文件管理體系，協助企業組織發展智慧型知識文件管理機制，使電子化知識管理與顧客關係管理理念能相互整合支援，並帶動知識服務型產業之發展。

Owing to the drastic development of the Internet technology, the problems of information overload is more and more serious. Under such circumstance, the Internet users cannot efficiently and effectively retrieve the information that meets their requirements over the Internet. Recently, in the customer centric market, customer relationship management (CRM) has become a critical issue for business operation. To obtain long-term relationship with the customers, the enterprises have to capture the customer demands, to establish a personalized relationship with customer and to intelligently provide information/document based on user requirements.
In order to explore a knowledge clustering and service model for the organizations to efficiently manage the domain documents, three algorithms namely document similarity analysis (DSA), document clustering algorithm (DCA), and document publication algorithm (DPA) are proposed in this research. The document similarity analysis is developed based on the key attributes of documents (including the document keywords, providers and categories) while the document clustering methodology is proposed by application of document similarity and the K-means approach. In addition, according to the browse history of users and document clusters, a publication algorithm of documents is utilized to automatically provide the documents to the target users. A web-based prototype system of the knowledge clustering and service model will also be implemented to ensure the applicability of the model. Effectiveness of the model is also by a demonstration case. As a whole, the knowledge management model proposed in this research can assist the organizations to intelligently and efficiently manage the documents and to realize the objective of one-to-one marketing.

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