Principles information SYstems 9e ralph stair and reynolds part 2

304 Part | Information Technology Concepts a b c d _ refers to the Web as a computing platform that supports software applications and the sharing of information between users What is the standard page description language for Web pages? a Home Page Language b Hypermedia Language c Java d Hypertext Markup Language (HTML) Because use of the Internet and the World Wide Web is becoming more universal in the business environment, management, service and speed, privacy, and security issues must continually be addressed and resolved 10 Digg and del.icio.us are examples of _ Web sites media sharing social network social bookmarking content streaming 11 A(n) _ is a network based on Web technology that links customers, suppliers, and others to the company 12 An intranet is an internal corporate network built using Internet and World Wide Web standards and products True or False? CHAPTER 7: SELF-ASSESSMENT TEST ANSWERS (1) ARPANET (2) a (3) False (4) a (5) Internet service provider (ISP) (6) False (7) d (8) Web 2.0 (9) d (10) c (11) extranet (12) True REVIEW QUESTIONS What is the Internet? Who uses it and why? What is ARPANET? Identify the features of the Internet that make it unlikely to stop working from a single point of failure Why you think the Internet has such a high degree of redundancy? Explain the naming conventions used to identify Internet host computers What is a Web browser? Provide two examples Briefly describe three different ways to connect to the Internet What are the advantages and disadvantages of each approach? What is an Internet service provider? What services they provide? What are the advantages and disadvantages of e-mail? 10 11 12 13 14 15 16 17 18 19 What benefit does IMAP e-mail have over POP? What is a podcast? For what are Telnet and FTP used? What is an Internet chat room? What is content streaming? What is instant messaging? What is the Web? Is it another network like the Internet or a service that runs on the Internet? What is a URL and how is it used? What is an intranet? Provide three examples of the use of an intranet What is an extranet? How is it different from an intranet? Describe at least three important Internet issues DISCUSSION QUESTIONS Instant messaging is being widely used today Describe how this technology could be used in a business setting Are there any drawbacks or limitations to using instant messaging in a business setting? Your company is about to develop a new Web site Describe how you could use Web services for your site Why is it important to have an organization that manages IP addresses and domain names? Describe how a company could use a blog and podcasting Briefly describe how the Internet phone service operates Discuss the potential impact that this service could have on traditional telephone services and carriers Why is XML an important technology? How XHTML, CSS, and XML work together to create a Web page? Identify three companies with which you are familiar that are using the Web to conduct business Describe their use of the Web What is Voice over IP (VoIP), and how could it be used in a business setting? 10 What are the defining characteristics of a Web 2.0 site? 11 One of the key issues associated with the development of a Web site is getting people to visit it If you were developing a Web site, how would you inform others about it The Internet, Intranets, and Extranets and make it interesting enough that they would return and tell others about it? 12 Downloading music, radio, and video programs from the Internet is easier than in the past, but some companies are still worried that people will illegally obtain copies of this programming without paying the artists and producers | Chapter 305 royalties If you were an artist or producer, what would you do? 13 How could you use the Internet if you were a traveling salesperson? 14 Briefly summarize the differences in how the Internet, a company intranet, and an extranet are accessed and used PROBLEM-SOLVING EXERCISES Do research on the Web to find several popular Web auction sites After researching these sites, use a word processor to write a report on the advantages and potential problems of using a Web auction site to purchase a product or service Also discuss the advantages and potential problems of selling a product or service on a Web auction site How could you prevent scams on an auction Web site? Develop a brief proposal for creating a business Web site How could you use Web services to make creating and maintaining the Web site easier and less expensive? Develop a simple spreadsheet to analyze the income you need to cover your Web site and other business expenses Think of a business that you might like to establish Use a word processor to define the business in terms of what product(s) or service(s) it provides, where it is located, and its name Go to www.godaddy.com and find an appropriate domain name for your business that is not yet taken Write a paragraph about your experience finding a name, and why you chose the name that you did You have been hired to research the use of a blog for a company Develop a brief report on the advantages and disadvantages of using a blog to advertise corporate products and services Using a graphics program, prepare a slide show to help you make a verbal presentation TEAM ACTIVITIES With your teammates, identify a company that is making effective use of a company extranet Find out all you can about its extranet Try to speak with one or more of the customers or suppliers who use the extranet and ask what benefits it provides from their perspective Your group will use Web 2.0 sites to organize a social gathering First choose a group name based on what type of social event you are planning This could be an actual event that group members will attend such as “Pizza Extravaganza.” Use Facebook to create a group page and use it to communicate with group members Use the group page to establish who will be the group leader Each member should use Google Calendar to post his or her activities for the week the event is to take place Share your calendars with everyone in the group The group leader should examine everyone’s calendar to determine a date and time when everyone is available for the event Create the event and invite the other group members using Google Calendar and Gmail The leader should create a document using Google Docs that lists details of the event—the title, the purpose, activities on the agenda, food that will be available, the responsibilities of those attending, etc Share the document with group members Group members should share their ideas by editing the document The group leader should judiciously decide which edits to keep and which to reject Present your instructor with information to join your Facebook group and to view your calendars and Google doc Write a summary of your experiences with this exercise Have each team member use a different search engine to find information about podcasting Meet as a team and decide which search engine was the best for this task Write a brief report to your instructor summarizing your findings WEB EXERCISES This chapter covers a number of powerful Internet tools, including Internet phones, search engines, browsers, e-mail, newsgroups, Java, and intranets Pick one of these topics and find more information on the Internet You might be asked to develop a report or send an e-mail message to your instructor about what you found 306 Part | Information Technology Concepts The Internet can be a powerful source of information about various industries and organizations Locate several industry or organization Web sites Which Web site is the best designed? Which one provides the most amount of information? Research some of the potential disadvantages of using the Internet, such as privacy, fraud, or unauthorized Web sites Write a brief report on what you found Set up an account on www.twitter.com and invite a few friends to join Use Twitter to send messages to your friends on their cell phones, keeping everyone posted on what you are doing throughout the day Write a review of the service to submit to your instructor CAREER EXERCISES Use the Internet to explore starting salaries, benefits, and job descriptions for a career in developing or managing a Web site Monster.com is a good place to start Describe how the Internet can be used on the job for two careers that interest you CASE STUDIES Case One The Best Online Brick-and-Mortar Retailer Guess which brick-and-mortar retail business—that is, a business with a physical store—attracts the most customers to its Web site Wal-Mart? Target? Best Buy? A recent study by Nielsen NetRatings revealed that J.C Penney attracts more shoppers to its Web site than any other brick-and-mortar retailer About as many people visit jcpenney.com as visit Amazon.com or eBay For J.C Penney, that’s over 300,000 unique paying customers per month What’s their secret? J.C Penney knows how to create synergy between different avenues of sales Synergy occurs when separate entities combine to create a greater effect than the sum of their separate effects A common analogy is a peanut butter and jelly sandwich, which tastes better because of combined flavors J.C Penney’s peanut butter has been its more than 1,000 department stores, and its jelly is its catalog business, the nation’s largest Through these two sales vehicles, J.C Penney can provide the merchandise customers desire when they desire it The synergy between J.C Penney’s catalog and store occurs by each supporting the other to meet customers’ needs If an item is unavailable to a customer in the store, the customer is directed to the catalog desk, where he or she can browse through three times the amount of merchandise as is available in stock By delivering catalogs to tens of thousands of households, J.C Penney reaches customers that might not otherwise visit their stores Moving online was natural for this company because it had a long history of experience selling to customers remotely through its printed catalog The Web provided a more power- ful catalog for the retailer, one that reaches millions of potential customers J.C Penney integrated its Web presence with its in-store and catalog sales to create more synergy and more retail power At the turn of the millennium, J.C Penney’s stockholders were concerned about the future of the company In the late 1990s, Penney’s catalog revenues peaked at about $4 billion and started to decline Catalog sales continued declining over time until in 2006 they reached $1.7 billion In that same period, J.C Penney’s online sales increased to $1.5 billion in 2007 The total revenue for J.C Penney in 2007 was $19.9 billion While the catalog sales have continued to decline, the combined catalog and Internet sales as well as total sales for the business have steadily increased over the past four years This indicates that the synergy between Internet and instore sales is strong JCPenney.com is working to lure customers into the brick-and-mortar stores Like the catalog, JCPenney.com lists three times as much merchandise as is stocked in the stores Computer terminals are provided at Penney’s 35,000 check-out registers to allow in-store customers to shop online for items that they could not find in the store Listing so many items online provided J.C Penney with a low-cost mechanism for selling slow-moving items Online customers can check the availability of items in local stores, allowing them to find what they like from the comfort of their own home and pick it up locally the same day—without incurring shipping charges Penney’s online sales accounted for percent of total sales compared with percent for Sears, and only percent for Wal-Mart Plus, Penney’s online customers are considerably younger than its in-store customers, enabling the company to reach out to the next generation The Internet, Intranets, and Extranets Discussion Questions What methods does J.C Penney use to create synergy between its Web site and brick-and-mortar store? Why was J.C Penney more adept at moving to the Web than other retail businesses? Critical Thinking Questions If J.C Penney’s online sales account for only percent of total sales, why is it considered so valuable? What other ways might J.C Penney take advantage of its Web site to boost its total sales? Sources: Berner, Robert, “J.C Penney Gets the Net,” BusinessWeek, May 7, 2007, page 70; J.C Penney Corporate Web site, www.jcpenney.net, accessed May 7, 2008 Case Two Procter & Gamble Implement Enterprise 2.0 Procter & Gamble (P&G) owns a large portfolio of familiar brands such as Pampers, Tide, Bounty, Folgers, Pringles, Charmin, and Crest P&G operates in more than 80 countries worldwide, with net sales increasing continuously over the past ten years to over $76 billion in 2007 Procter & Gamble’s CEO, A.G Lafley, believes in communication and collaboration He is pushing P&G IT Innovation Manager Joe Schueller to find more effective and innovative ways for P&G’s 138,000 employees to collaborate online Naturally, Schueller looked immediately to Web 2.0 technologies for ideas When applied to an enterprise, Web 2.0 technologies are referred to as Enterprise 2.0 Schueller is not a fan of e-mail He sees it as a barrier to employees’ use of more effective means of communication Replying to all recipients of a message ends up wasting the time of people who not need to receive, read, and respond to the message Instead Schueller has equipped P&G employees with easy access to a corporate blog For some types of group communications, Schueller finds blogs the ideal tool Information is not forced on people Those interested can follow the blog and post comments to add to the dialog Schueller is harnessing the power of the wiki as a content and knowledge management system Members of the organization who have valuable knowledge about P&G topics can post articles and advice That helps corporate knowledge stay within the company, even when knowledgeable employees leave P&G banked on Microsoft products to provide most of its Enterprise 2.0 functionality Microsoft Live Communications Server provides instant messaging, unified communications, and presence—the ability to access communications services from any location Live Meeting provides Web conferencing, and SharePoint provides a platform for content management and collaboration Roughly 80,000 P&G employees use corporate instant messaging tools | Chapter 307 Besides using Microsoft products, P&G also uses software and tools from other vendors for its Enterprise 2.0 investments For example, P&G uses a product from Connectbeam that works with Google search tools to allow employees to share bookmarks and tag articles, pages, and documents with descriptive words to make information easier to find P&G has launched a corporate social networking site so that employees can let others know who they are and in which areas of corporate activities they are involved The goal is to encourage employees to easily find others with expert knowledge All of these Enterprise 2.0 applications are accessed through a unified portal that also includes RSS feeds of business news P&G is serving as inspiration to other companies who are developing an interest in Enterprise 2.0 Information systems departments see Web 2.0 technologies as a chance to provide real value to the organization Bank of America, Boeing, the CIA, FedEx, Morgan Stanley, and Pfizer are examining Schueller’s example Motorola has also invested in Enterprise 2.0, with an intranet that includes 4,400 blogs and 4,200 wiki pages Discussion Questions What qualities of Web 2.0 applications are appealing for enterprise use? Why might a company not want to use Web 2.0 applications? Critical Thinking Questions How can each of the five Enterprise 2.0 applications used by P&G help its employees be more effective and efficient? Compare and contrast e-mail, IM, and blogs as tools for effective communications Sources: Hoover, Nicholas, “Beyond E-Mail,” Information Week, June 25, 2007, pages 29-30; Procter and Gamble Corporate Web site, www.pg.com/en_US/ index.jhtml, accessed May 7, 2008 Questions for Web Case See the Web site for this book to read about the Whitmann Price Consulting case for this chapter Following are questions concerning this Web case Whitmann Price Consulting: The Internet, Intranets, and Extranets Discussion Questions Why you think it is easiest and most economical to develop custom-designed applications using Web standards? What additional security concerns arise when providing access to private information over a wireless public network? 308 Part | Information Technology Concepts Critical Thinking Questions In what situations might Whitmann Price consider developing an extranet? After the Advanced Mobile Communications and Information System is up and running, what would happen if the organization decided to switch to Palm Treo devices to replace the BlackBerries? The Palm Treo has many of the same features as a BlackBerry, including a Web browser Do you think Whitmann Price custom-designed applications would still work on the new devices? Why or why not? NOTES Sources for the opening vignette: IBM Staff, "Lamborghini accelerates time-to-value with IBM Lotus and WebSphere technologies," IBM Success Stories, February 19, 2008, www-01.ibm.com/software/success/ cssdb.nsf/CS/STRD- 7BYLVZ?OpenDocument; Lamborghini Web site, www.lamborghini.com, accessed May 6, 2008 10 11 12 13 14 15 16 17 18 Internet Usage World Stats Web site, www.internetworldstats.com, accessed April 1, 2008 Zhao, Michael, “60-Mile Wi-Fi,” Forbes, April 9, 2007, pages 76-78 Hafner, Katie, Where Wizards Stay Up Late: The Origins of the Internet, Touchstone, New York, 1996 Internet2 Web site, www.internet2.edu, accessed April 1, 2008 National LambdaRail Web site, www.nlr.net, accessed April 1, 2008 Swibel, Matthew, “Fly the Connected Skies,” Forbes, November 26, 2007, page 56 Worthen, Ben, “Web Surfing on iPhone Erases Doubts of Mobile Devices’ Future Online Role,” Wall Street Journal, December 11, 2007, Business Technology section, page 84 Case, Loyd, “Intel Launches Low-Power Atom Processor,” PC Magazine, April 2, 2008, www.pcmag.com/article2/ 0,2817,2280892,00.asp Mossberg, Walter, “Desktop Modules Help to Personalize Data, Cut Through Clutter,” The Wall Street Journal, February 1, 2007, Marketplace section, page B1 Neville, Jeffrey, “Web 2.0’s Wild Blue Yonder,” Information Week, January 8, 2007, page 45 Larkin, Erik, “Back Up Your Files Online Without Even Trying,” PC World, May 2007, page 112 Claburn, Thomas, “Mashups Made Easy,” InformationWeek, February 12, 2007, page 14 Spanbauer, Scott, “Advanced Google: Search Faster, Find More,” PC World, February 2008, pages 128-130 Delaney, Kevin, “How Search-Engine Rules Cause Sites to Go Missing,” The Wall Street Journal, page B1 SEO staff, “Case Study: Tax Engine,” SEO Case Studies, www.seo.com/clients/tax-engine-seo-case-study,accessed May 4, 2008 Gomes, Lee, “Forget the Articles, Best Wikipedia Read Is Its Discussions,” Wall Street Journal, August 15, 2007, Marketplace section, page B1 Vascellaro, Jessica, “RIM Upgrades Email for BlackBerry Users,” Wall Street Journal, January 23, 2008, Technology section, page B5 Hoover, Nicholas, “More E-Mail, More Problems,” InformationWeek, January 22, 2007, pages 43-47 19 Buckman, Rebecca, “Email’s Friendly Fire,” Wall Street Journal, November 27, 2007, Marketplace section, page B1 20 Lyons, Daniel, “Easy Blogging,” Forbes, April 9, 2007, pages 56–57 21 Savell, Lawrence, “Blogger Beware!” Computerworld, September 24, 2007, pages 32–34 22 Enrich, David, “Turning an Online Community into a Business,” The Wall Street Journal, page B8 23 Heher, Ashley, “Social-networking site to keep U.S spies in touch,” Rocky Mountain News, September 10, 2007, Business section, page 24 Gomes, Lee, “Web Is Now So Filled with Idle Chat, It’s Almost Like Phoning,” The Wall Street Journal, July 11, 2007, page B1 25 Armstrong, Larry, “An Idea That Really Clicked,” Business Week, January 10, 2008, www.businessweek.com/magazine/content/ 08_03/b4067202218875.htm?chan=magazine+channel_in+depth+-+second+careers 26 Smith, Ethan and Vara, Vauhini, “Music Service from Amazon Takes on iTunes,” Wall Street Journal, May 17, 2007, Personal Journal section, page D1 27 Coyle, Jake, “Site allows free music downloads,” Rocky Mountain News, September 24, 2007, Business section page 28 Yuan, Li, “Cellphone Video Gets on the Beam,” The Wall Street Journal, January 4, 2007, Technology Journal section, page B3 29 Karnitschnig, Matthew, “Viacom Charts New Course Online,” The Wall Street Journal, February 20, 2007, page A3 30 Hardy, Quentin, “Better Than YouTube,” Forbes, May 21, 2007, page 72 31 Grant, Peter, “Find It on the Web, Watch It on TV,” The Wall Street Journal, January 3, 2007, Marketplace section, page B1 32 Cassavoy, Liane, “Slingbox Keeps You in Touch With Your TV,” PCWorld, January 2007, page 78 33 Perenson, Melissa, “Amazon Kindles Interest in E-Books,” PC World, February 2008, page 64 34 O’Reilly, Dennis, “Windows Live Search Gains 3D Map Views,” PCWorld, February, 2007, page 76 35 Kirkpatrick, David, “It’s Not a Game,” Fortune, February 5, 2007, pages 56–62 36 Tynan, Dan, “Traveling the Web’s Third Dimension,” PCWorld, July 2007, page 49 37 Reuters staff, “MIT to offer its courses free online by year end,” Reuters, March 9, 2007, www.reuters.com/article/domesticNews/ idUSN0927676520070310 PART • 3• Business Information Systems Chapter Electronic and Mobile Commerce Chapter Enterprise Systems Chapter 10 Information and Decision Support Systems Chapter 11 Knowledge Management and Specialized Information Systems Electronic and Mobile Commerce CHAPTER • 8• PRINCIPLES ■ Describe the current status of various forms of e-commerce, including B2B, B2C, C2C, and e-Government ■ Outline a multistage purchasing model that describes how e-commerce works ■ Define m-commerce and identify some of its unique challenges E-commerce and m-commerce can be used in many innovative ways to improve the operations of an organization ■ Identify several e-commerce and m-commerce applications ■ Identify several advantages associated with the use of e-commerce and m-commerce ■ Although e-commerce and m-commerce offer many advantages, users must be aware of and protect themselves from many threats associated with use of this technology ■ Identify the major issues that represent significant threats to the continued growth of e-commerce and m-commerce ■ Organizations must define and execute a strategy to be successful in e-commerce and m-commerce ■ Outline the key components of a successful e-commerce and m-commerce strategy ■ E-commerce and m-commerce require the careful planning and integration of a number of technology infrastructure components ■ Identify the key components of technology infrastructure that must be in place for e-commerce and m-commerce to work ■ Discuss the key features of the electronic payment systems needed to support e-commerce and m-commerce ■ ■ Electronic commerce and mobile commerce are evolving, providing new ways of conducting business that present both opportunities for improvement and potential problems LEARNING OBJECTIVES Electronic and Mobile Commerce Information Systems in the Global Economy Staples, United States Staples Upgrades E-Commerce System to Increase Conversion Rate Staples Inc created the first office supply superstore in 1986 and has grown to over 2,000 stores in 22 countries Staples has a reputation for using technology and information systems, both in the store and on the Internet, to provide customers with easy access to the office supplies that they need After investing heavily in online sales, Staples has become the second largest Internet retailer after Amazon.com Staples e-commerce sales total over $5 billion annually, nearly one-third of its total sales Staples e-commerce sales include selling online to independent consumers, called business-to-consumer e-commerce, or B2C, and selling to businesses at special bulk rates, called business-to-business e-commerce or B2B Staples provides two Web sites to cater to its two types of customers: Staples.com for B2C home office and small businesses and StaplesLink.com for B2B larger businesses According to IBM, who works with Staples in developing their e-commerce technologies, both e-commerce channels figure prominently in the company’s long-term growth strategy Recently Staples decided to invest in its B2C site so it could better support the rapidly changing business strategies that make Staples a market leader Staples also needed its Web site to accommodate surges in customer volume without any loss in performance Staples knows that reliability and performance are foundational requirements for an ecommerce Web site to succeed The ability to execute online business initiatives quickly gives a company an advantage over competitors Due to complexity and functional limitations in the information systems, Staples.com was falling short of these requirements Staples worked with consultants from IBM to upgrade its Staples.com hardware, software, and overall information systems Powerful new Web servers were installed that were more efficient and scalable so that additional power could be added as needed IBM WebSphere Commerce software was a key component in creating a new e-commerce system that is stable and can manage customer transaction data more efficiently The new system works seamlessly with Staples back-end systems for unified database management Staples views its new e-commerce system as a “foundation of a new way of interacting with its customers,” according to an IBM case study The company is using the system to create a unique online shopping experience for its customers, which is a central reason it now leads in the market The new Staples.com provides a personalized and customdesigned online environment for its customers Staples believes that allowing customers to quickly find items that suit their unique needs is crucial for customer retention This is the philosophy behind Staples “easy” marketing strategy Staples conducted thorough marketing research to find out what its online customers liked and disliked about its Web site services The results yielded ideas for new systems that could make customer’s lives easier Staples developed a new service called “Easy Reorder” that analyzes a customer’s order history, looking for patterns, and creates an inventory list that is updated with each order Another system named “Easy Rebate” simplifies the process for claiming product rebates The investment in new e-commerce systems has provided Staples with significant returns An important statistic in e-commerce is the conversion rate—the share of online shoppers that start by browsing and end by buying Since the system upgrade, the Staples.com conversion rate has improved by 60 percent Staples.com is also much more stable than it was earlier When it experienced a surge of 9,000 orders in one hour on | Chapter 311 312 Part | Business Information Systems the day after Thanksgiving—the so-called Black Friday—it suffered no degradation in performance Staples realizes that online competition poses a serious threat to its market dominance Selling online is no longer considered an accessory to a brick-and-mortar business, but has become a major sales channel that can make or break a business E-commerce tactics and strategies have become an important consideration in meeting a company’s primary goals and objectives Staples and most other large corporations are engaged in serious ecommerce battles online to gain or maintain rank in their respective markets As you read this chapter, consider the following: • What advantages e-commerce and m-commerce offer sellers and vendors over traditional shopping venues? • Why Learn About Electronic and Mobile Commerce? What are the limitations of m-commerce and e-commerce? What doesn’t sell well online, and why are some shoppers uncomfortable shopping online? Electronic and mobile commerce have transformed many areas of our lives and careers One fundamental change has been the manner in which companies interact with their suppliers, customers, government agencies, and other business partners As a result, most organizations today have or are considering setting up business on the Internet To be successful, all members of the organization need to participate in that effort As a sales or marketing manager, you will be expected to help define your firm’s e-commerce business model Customer service employees can expect to participate in the development and operation of their firm’s Web site As a human resource or public relations manager, you will likely be asked to provide Web site content for use by potential employees and investors Analysts in finance need to know how to measure the business impact of their firm’s Web operations and how to compare that to competitors’ efforts Clearly, as an employee in today’s organization, you must understand what the potential role of e-commerce is, how to capitalize on its many opportunities, and how to avoid its pitfalls The emergence of m-commerce adds an exciting new dimension to these opportunities and challenges This chapter begins by providing a brief overview of the dynamic world of e-commerce and defining its various components AN INTRODUCTION TO ELECTRONIC COMMERCE electronic commerce Conducting business activities (e.g., distribution, buying, selling, marketing, and servicing of products or services) electronically over computer networks such as the Internet, extranets, and corporate networks Electronic commerce is the conducting of business activities (e.g., distribution, buying, selling, marketing, and servicing of products or services) electronically over computer networks such as the Internet, extranets, and corporate networks Business activities that are strong candidates for conversion to e-commerce are paper-based, time-consuming, and inconvenient activities for customers Thus, some of the first business processes that companies converted to an e-commerce model were those related to buying and selling For example, after Cisco Systems, the maker of Internet routers and other telecommunications equipment, put its procurement operation online, the company reported that it halved cycle times and saved an additional $170 million in material and labor costs Similarly, Charles Schwab & Co slashed transaction costs by more than half by shifting brokerage transactions from traditional channels such as retail and phone centers to the Internet Business-to-Business (B2B) E-Commerce business-to-business (B2B) e-commerce A subset of e-commerce where all the participants are organizations Business-to-business (B2B) e-commerce is a subset of e-commerce where all the participants are organizations B2B e-commerce is a useful tool for connecting business partners in a virtual supply chain to cut resupply times and reduce costs Although the business-toconsumer market grabs more of the news headlines, the B2B market is considerably larger Electronic and Mobile Commerce | Chapter 313 and is growing more rapidly As early as 2003, over 80 percent of U.S companies had already experimented with some form of B2B online procurement.1 Covisint operates a Web portal that supports B2B by performing data translations and code conversions to enable auto makers and parts suppliers to collaborate on orders, scheduling, shipping, and other manufacturing-related tasks Covisint is expanding its data translation and collaboration services into the healthcare industry to enable sharing of patient care data among healthcare providers and insurance companies.2 Business-to-Consumer (B2C) E-Commerce Early business-to-consumer (B2C) e-commerce pioneers competed with the traditional “brick-and-mortar” retailers in an industry selling their products directly to consumers For example, in 1995, upstart Amazon.com challenged well-established booksellers Waldenbooks and Barnes and Noble Although Amazon did not become profitable until 2003, the firm has grown from selling only books on a U.S.-based Web site to selling a wide variety of products (including apparel, CDs, DVDs, home and garden supplies, and consumer electronic devices) from international Web sites in Canada, China, France, Germany, Japan, and the United Kingdom Although it is estimated that B2C e-commerce represents only about 3.4 percent of retail sales in the U.S., the rate of growth of online purchases is three times faster than the growth in total retail sales.3 One reason for the rapid growth is that shoppers find that many goods and services are cheaper when purchased via the Web, including stocks, books, newspapers, airline tickets, and hotel rooms They can also compare information about automobiles, cruises, loans, insurance, and home prices to find better values More than just a tool for placing orders, the Internet is an extremely useful way to compare prices, features, and value Internet shoppers can, for example, unleash shopping bots or access sites such as eBay Shopping.com, Google Froogle, Shopzilla, PriceGrabber, Yahoo! Shopping, or Excite to browse the Internet and obtain lists of items, prices, and merchants Yahoo! is adding what it calls “social commerce” to its Web site by creating a new section of Yahoo! where users can go to see only those products that have been reviewed and listed by other shoppers As mentioned in Chapter 7, bots are software programs that can follow a user’s instructions; they can also be used for search and identification By using B2C e-commerce to sell directly to consumers, producers or providers of consumer products can eliminate the middlemen, or intermediaries, between them and the consumer In many cases, this squeezes costs and inefficiencies out of the supply chain and can lead to higher profits and lower prices for consumers The elimination of intermediate organizations between the producer and the consumer is called disintermediation Dell is an example of a manufacturer that has successfully embraced this model to achieve a strong competitive advantage People can specify a unique computer online, and Dell assembles the components and ships the computer directly to the consumer within five days Many retailers have elected to increase their sales by adding a Web site component to their operations For example, American Eagle Outfitters launched a B2C Web site for Martin + OSA, its brand targeting 28- to 40-year old men and women Says Laura DubinWander, president of Martin + Osa: “We’re excited to introduce Martin + Osa as a global brand through our e-commerce Web site Free shipping and returns, along with unique shopping tools, give customers a world-class online shopping experience that’s both frictionless and fun.”4 business-to-consumer (B2C) e-commerce A form of e-commerce in which customers deal directly with an organization and avoid intermediaries Consumer-to-Consumer (C2C) E-Commerce Consumer-to-consumer (C2C) e-commerce is a subset of e-commerce that involves consumers selling directly to other consumers eBay is an example of a C2C e-commerce site; customers buy and sell items directly to each other through the site Founded in 1995, eBay has become one of the most popular Web sites in the world; in 2007, 2.3 billion items were listed for sale and 276 million registered users bought and sold items valued at more than $57 billion.5 Many C2C sites are on the Web, with some of the more popular being Bidzcom, Craigslist, eBid, ePier, Ibidfree, Ubid, and Tradus The growth of C2C is responsible for consumer-to-consumer (C2C) e-commerce A subset of e-commerce that involves consumers selling directly to other consumers 644 Index | overview of, 399–405, 431–432 MIS/DSS (management information systems/decision support systems), 359 mission-critical systems, 494 MMS (model management system), 23 mobile banking, 17, 328 mobile commerce See m-commerce model base (of DSS), 423 model management software, 423–424 model management system (MMS), 23 model-driven DSSS, 423 models See also specific model change, 54 modems, 240–241 modulation, 240 monitoring stage (decision making), 396 Moore, Gordon, 91 Moore’s Law, 91, 125 Morphbank, 201–202 mouse, 103 movies piracy, 592 and virtual reality, 469 moving (in change model), 54 MP3 format, 114, 148 MRP (material requirements planning), 409 MS-DOS, 140 MSSPs (managed security service providers), 598–599 Mueller, Robert, 275 Muhsen, Mohammed, 49 multicore microprocessors, 95 multileaf collimator (MLC), 151 multiplexers, 241 multiprocessing, 95 municipal Wi-Fi networks, 232 music on the Internet, 294–295 piracy, 592 N NAFTA (North American Free Trade Agreement), 382 NAS (network-attached storage), 102–103 Nash, John, 472 National Do Not Call Registry, 251 Nationwide’s data center, 544 natural language processing, 454 natural languages, 166 Near-Field Communications (NFC), 230 Neeleman, David, 367 Negroponte, Nicholas, 118 Nelson, Josh, 252 NET platform, 280, 556 net present value, 512 NetWare, 144 network applications and telecommunications services, 245–257 network nodes, 236 network operating system (NOS), 242–243 network utilities, 148 network-attached storage (NAS), 102 networking capabilities of OSs, 139 social, 30, 291–293 network-management software, 243 networks See also specific type described, 14 and distributed processing, 236–245 home and small business, 250 intranets and extranets, 300 linking personal computers to, 249 neural, 455 newsgroups, 290 NFC (Near-Field Communications), 230 Niagra Falls Bridge Commission, 228 niche strategy, 63 Nike+iPod Sports Kit, 257 nominal group technique, 425 nonoperational prototypes, 498 nonprogrammed decision, 396–397 North American Free Trade Agreement (NAFTA), 382 NOS (network operating system), 242–243 NOT operator, and search engines, 282 O Object Data Standard, 212 object query language (OQL), 212 object-oriented database management system (OODBMS), 212 object-oriented databases, 212, 215 object-oriented investigation, systems development, 512–513 object-oriented programming languages, 164–165 object-oriented systems analysis, 522 object-oriented systems design, 537–538 object-oriented systems development (OOSD), 508–509 object-relational database management system (ORDBMS), 212 objects in programming languages, 164–165 Office PowerPoint, 157 Office software suite, 159–160 off-the-shelf software, 152–153, 172 OLAP (online analytic processing), 211, 215 OLEDs (organic light-emitting diodes), 112 OLTP (online transaction processing) systems, 203–206, 214, 359–360 on-demand computing, 554 business, 58–59 outsourcing and, 502–503 on-demand software, 153 OneNote (Microsoft), 193–194 online analytic processing (OLAP), 211, 215 online banking, 324–326 online data entry, input, 104 online job hunting, 72–73 online real estate services, 327 Online Reputation Management, 342 online shopping, 319 online training, 70 online transaction processing (OLTP) systems, 203–206, 214, 359–360 OODBMS (object-oriented database management system), 212 OOSD (object-oriented systems development), 508–509 open shops, 542 open-source DBMS (database management system), 201 | ERP systems, 374 operating system, 142 software, 168–169 operating systems (OSs) current, 140–143 enterprise, and special, 144–146 overview of, 136–137, 171 types and functions of, 137–140 Operation Copycat, 592 operational feasibility, 512 operational prototypes, 498 optical data readers, 107 optical discs, 101 optimization model described, 396–397 search engine (SEO), 283 spreadsheet software feature, 156–157 OQL (object query language), 212 OR operator, and search engines, 282 ORDBMS (object-relational database management system), 212 order processing TPSs, 361 organic light-emitting diodes (OLEDs), 112 organizational change, 53–54 organizational culture, 53, 74 organizational learning, 54, 446 organizational structure types, 48–53, 74 organizations best for IS work, 67 described, 4, 44, 74 general model of (fig.), 45 and information systems (ISs), 44–59 performance-based systems, 64–66 privacy policies, 608 OSs See operating systems (OSs) outplacement services, 417 output devices, types of, 103–104, 111–115, 124 outputs database, 199–200 described, 10 to MIS, 402–404 and productivity, 65 outsourcing described, 58–59 and on-demand computing, 502–503 P P3P (Platform for Privacy), 603 PA74 (Privacy Act of 1974), 30, 604–605 packet shaping techniques, 275 Palm OS, 146 PANs (personal area networks), 236 parallel computing, 95, 96 parallel start-up, 560 password sniffers, 590 patches, 562 patent, copyright violations, 591–593 Patterson, David, 95 payments See also banking, online banking using cell phones, 346 payroll systems batch processing, 359 enterprise applications, 162–163 Index inputs, processing, outputs, feedback, 10–11 and transaction processing systems (TPSs), 19 PBX (private branch exchange), 242 PC-DOS, 140 PDA (personal digital assistant) OSs, 146 PDF files, 445 pen input devices, 108 people and information systems, 15 perceptive system, 449 performance indicators, and competitive advantage, 62 system standard described, utilities for monitoring Web, 148 performance-based information systems, 64–66 personal application software, types of, 155–160 personal area networks (PANs), 236 personal computers See also computers input devices, 103–109, 124 linking to mainframes, networks, 249 safe disposal of, 591 personal information managers (PIMs), 158–159 personal productivity software, 136, 155–160 personal sphere of influence, 136 personalization of Web pages, 337 PERT (Program Evaluation and Review Technique ), 507 phase-in approach, 559 phishing, 332, 593 phones cell See cell phone iPhone, 235 PHP (Hypertext Preprocessor), 280 physical design of databases, 188 in systems design, 537 picocell, 246 piecemeal approach (in systems implementation), 559 pilot start-up, 559–560 PIMs (personal information managers), types of, 158–159 pipelining, 89 piracy, software, 591–592, 613 pixels, 111 place shifting, 14 planned data redundancy, 188 planning disaster, 540–542 enterprise resource planning See ERP human resource, 415 IS, 492 material requirements, 409 strategic, 430 plasma display, 111 Platform for Privacy Preferences (P3P), 603 plug-ins, Web, 276 plunge (in systems implementation), 559 podcasting, 14, 289–290 point evaluation system, 548–549 point-of-sale (POS) devices, 108 transaction processing system, 364 policies computer-use, 580–582 corporate privacy, 608 policy-based storage management, 103 pop-up 645 646 Index | ads, 274 blocker utilities, 148 portable computers, 116–117 portals, Web, 267, 276–277 Porter, Don, 376 Porter, Michael, 45, 60, 64 POS (point-of-sale) devices, 108 poverty, fighting global, 49 power conservation, 28–29 power management companies and ISs, 31 predictive analysis, 206–207 preliminary evaluation, 547 presentation graphics programs, 157–158 preventing computer crime, 594–601, 613–614 computer waste, mistakes, 580–582, 613 computer-related scams, 593–594 health and environmental problems, 610–611 price comparison, mobile, 328 primary keys (data hierarchy), 184–185 primary storage (main memory), 88 printers, types of, 112–113 privacy and electronic health records, 187 Finland’s information system and, 607 and information systems, 28–30, 600–609 and the Internet, 301 laws, and enterprise systems, 382 for online consumers, 333 Privacy Act of 1974 (PA74), 30, 604–605 private branch exchange (PBX), 242 problem solving in DSSs, 418–421 and decision making, 395 procedures described, 15 preventing computer waste, mistakes, 580–582 restart, 539 sign-on, 539 process design, 55 process symbols in DFDs, 518 processes described, processing described, 8, 10 distributed, 210–211 interactive, 539 processors, 88–96, 242 procurement, electronic, 19 product configuration software, 340 production, and ERP, 376 productivity described, 65 products ordering systems, 396–397 pricing and marketing, 414 and quality, 57–58 specification system, 393 professional services and information systems, 31–32 profit center, 406 program code, 163 Program Evaluation and Review Technique (PERT), 507 program trading, 11 programmed decision, 396–397 programmers, 488 programming languages See also specific language expert system, 463 types and evolution of, 163–167, 172 Web, 280 programs See computer programs project deadline, 507 Project Gutenberg Online Book Catalog, 114–115 project management tools, and systems development, 507–508 project milestone, 507 project organizational structure, 51 project schedule, 507 projecting (data), 190 proprietary software, 152, 171 prosthetic limbs, 456 protocols See specific protocol prototyping in systems development, 498–500, 524 public domain software, 169 public network services, 254 publishing companies and information systems, 31 purchasing and e-commerce, 18, 315–316 and ERP systems, 20, 376 products on the Internet, 609 systems, 362 Push e-mail, 285 Q QBE (Query-by-Example), 197–198 quality in organizations, 57–58 and standards in systems development, 506–507 quality control, 410 Query-by-Example (QBE), 197–198 questionnaires, 516 Quill Corp vs North Dakota, 333 R RAD (rapid application development), 497, 500, 524–525 radio frequency identification See RFID on the Internet, 294–295 RAID (redundant array of independent/inexpensive disks), 100 RAM (random access memory), 92–93 Raman, Sundar, 143 random access memory (RAM), 92–93 rapid application development (RAD), 497, 500, 524–525 Rational Unified Process (RUP), 501 Ray, Amitabh, 503 read-only memory (ROM), 93 real estate online services, 327 virtual reality applications, 470 Really Simple Syndication (RSS), 290 records (data management), 183 recruiting, human resources, 415–416 Red Hat Linux, 144 Reddi, M.N., 247 reengineering described, 54 and continuous improvement, 54–56, 504 | refreezing (in change model), 54 register, 88 relational database model, 189 releases (software), 562 reorder point (ROP), 409 repetitive stress injury (RSI), 611 replicated databases, 211 report layout, 521 reports See also specific type computer scam, 594 design, 551 and document production, 366–367 marketing manager, 415 MIS-generated, 402–405, 431 systems analysis, 522–523 systems development, 520–522 systems investigation, 513 request for maintenance forms, 562 request for proposal (RFP), 546, 566 requirements analysis, 520, 522, 525–526 rescue disks, 137 research marketing, 412 search engines and Web, 282–285 restart procedures, 539 retail companies and information systems (ISs), 31 return on investment (ROI) described, 64, 65, 74, 491 in electronic and mobile commerce, 333 in systems design, 547 revenue center, 406 reverse 911 service, 249 RFID (Radio Frequency Identification) applications of, 471, 474 and data warehouses, 204 described, 109 product tracking with, 63 tags, 109, 471, 489–490, 603 RFPs (request for proposals), 546, 566 rich Internet applications, 279 Ritter, Bill, 26 robotics, 24–25, 450–452 ROI See return on investment roll up (data), 204 ROM (read-only memory), 93 rootkits, 587, 595 ROP (reorder point), 409 Rothbaum, Barbara, 467 routers, 242 RSI (repetitive stress injury), 611 RSS (Really Simple Syndication), 290 Ruffles, Walt, 51 rules (conditional statements, 460 RUP (Rational Unified Process), 501 Ryder’s GPS system, 550 S SaaS (software as a service), 153–154, 201, 299, 555 Sabine, Dr Ringhofer, 243 safety See also computer crime, privacy, security safe work environment, 609–610 salaries Index administration, 417 in IS, 67 sales analysis, and marketing research, 414 and marketing, and information systems (ISs), 31 ordering, and ERP, 379 sales and operations plan (S&OP), 375 sales forecasting, 374, 384 SANs (storage area networks), 102–103, 556 Sarbanes-Oxley Act, 368, 490, 582, 594, 598 satisficing model, 398, 431 scalability described, 120 of operating systems, 139 scams, computer-related, 593–594 Scanion, David, 411 Scanlin, Jim, 98, 181 scanning devices, 106–107 scenarios, 537–538 schedule feasibility, 512 scheduled reports, 403 scheduling, human resource, 417 Schein, Edgar, 54 schema (database), 194–195 SCM (supply chain management), 46–47, 317 screen layout, 521 screen savers, 149 script bunnies, 586 scripts, 586 SDLC (systems development life cycle), 496–503 search engine optimization (SEO), 283, 342 search engines, 282 secondary storage (permanent storage), 98 secure shell (SSH), 288 Secure Sockets Layer (SSL), 344 securing data transmission, 243–244 wireless networks, 244 security See also computer crime disposal of personal computers, 591 of electronic health records, 187 federal requirements for systems, 537 and information systems, 28–30 Internet issues, 301 IS careers, 72 SaaS tools, 154 sensitive personal information breaches, 318 sign-on procedure, 539 in systems design, 539–543 threats to e- and m-commerce, 331 utilities, 148 Web server, 338–339 security dashboards, 598 Segway scooters, 471 selecting (data), 189–190 semantic Web, 203 semistructured problems, 420 Sense and Respond (S&R) problem solving, 397 SEO (search engine optimization), 283, 342 sequence diagrams, 538 sequential access, 98 sequential access storage devices (SASDs), 98 Serial Line Internet Protocol (SLIP), 272 server farms, 120 647 648 Index | server utilities, 148 servers, 120, 239–240 service-oriented architecture (SOA), 149 services Internet issues, 301 search engine, 284 shared electronic calendars, 427 shared workspace, 255 SharePoint, 297 shareware, 169 shell, 541 Shelman, Tom, 71 shopping carts, electronic, 340 shopping on the Web, 294 shoulder surfing, 584 sign-on procedure, 538 Simon, Herbert, 395 Simonyi, Charles, 106 simplex channel, 226 single-user license, 168 Singularity Is Near, The (Kurzweil), 448 site preparation, 557–558 SLIP (Serial Line Internet Protocol), 272 slipstream upgrade, 562 small and medium-size enterprises (SMEs) ERP for, 374 ISM top CRM for (table), 379 TPSs for, 363 smart cards, 345 smartphones, 116, 146 SME See small and medium-size enterprises sniffing passwords, 590 SOA (service-oriented architecture), 149 social bookmarking, 293–294 social engineering, 583 social networking, 30, 291–293 Société Générale scandal, 581 software See also specific type antivirus, 587–589 application, 135 bugs, 167, 172 CRM (customer relationship management), 376–379 described, 13, 171 developing in-house, 555–556 e-commerce, 339–341 ERP, 162–163 GSS, 423–428 maintaining, 562 middleware, 149–150 model management, 423 network, 242–243 network-management, 243 open-source, 168–169 optimization, 397 overview of, 134–136 piracy, 591–592, 613 span-filtering, 286 systems See systems software trends and issues in, 167–170 upgrades, 170 virtualization, 149, 555 Web server, 338 software as a service (SaaS), 153–154, 201, 299, 555 software suites, 159–160 Sokolov, Yuri, 445 source data automation, 104, 363 sourcing, crowd, 488 spam blocking, 28, 148 described, 97, 286, 579 spatial data technology, 213 speech-recognition technology, 105 speed clock, 89–90 of goods, information in e-commerce, 329 Internet issues, 301 of telecommunications media, 225 spiders, 283 spoofing, 332 SPOT (Smart Personal Objects Technology), 471 spreadsheet analysis software, 156–157 spreadsheets, 419 spyware, 589–590 SQL (Structured Query Language), 197, 199 SRAM (Static Random Access Memory), 93 SSL (Secure Sockets Layer), 344 staff positions, 50 stakeholders in systems development, 487, 524 standards popular Web, 277–278 system performance, start-up (in systems implementation), 559 Static Random Access Memory (SRAM), 93 static Web pages, 339 statistical sampling, 516 steering committee, 513 Stewart, Nancy, 181 storage capacity, computer, 92 data, 366 databases, 196 OS functions and, 139 secondary, 97–103 storage area networks (SANs), 102–103, 556 storefront brokers, 336 strategic alliance, partnership, 63 strategic planning, 430 strategies, organizational, 54 Strong, Gary, 105 structured interview, 515 Structured Query Language (SQL), 197, 199 style sheets, CSS, 278 supercomputers, 122 suppliers, bargaining power of, 61 supply chain management (SCM), 46–47, 317, 375–376 support global software, 170 IT department, 70 problem solving, 420 sustaining change, 53 switches, 242 symmetric DSL (SDSL), 248–249 Sync service for in-car communication, 236 synchronous communications, 226 syntax of programming languages, 164 system controls, 542–543 system maintenance and review, 28 system operators, 68 | system performance measurement, 565 system performance products, 565 system performance standard, system software, 13 system testing, 558 systems See also specific system concepts, components, described, 8–9, 34 development See systems development mission-critical, 494 performance-based, 64–66 systems analysis in systems development, 514–523, 525 systems analysts, 488–489, 497, 524 systems design described, 28, 497 environmental considerations, 545–552 interface, controls, system security, 538–543 logical, physical, object-oriented, 537–538 overview of, 536–537, 566–568 systems development described, 26–28, 35 factors affecting success, 503–510 failure factors, 505 in IS departments, 68–70 life cycles (SDLCs), 496–503 overview of, 486–496, 524–526 systems analysis, 514–523 systems design See systems design systems investigation, 510–513 systems development life cycle (SDLC), 496–503, 524–525 systems implementation, 28, 567, 498, 552–559 systems investigation, 497, 510–513 systems investigation and analysis, 27 systems investigation report, 513 systems maintenance, 561 systems maintenance and review, 498 systems operation, maintenance, 560–564, 567 systems request form, 511 systems review, 564–565, 568 systems software described, 134 types of, 136–150 T tablet PCs, 117–118 tacit knowledge, 444 tags, RFID, 109, 471, 489–490, 603 tax software, 283 taxation in electronic and mobile commerce, 333–334 TCO (total cost of ownership), 66, 547 TCP (Transmission Control Protocol), 271 team organizational structure, 51 teams systems development, 487–489 virtual, 51–52 technical documentation, 556 technical feasibility, 511–512 technological infrastructure described, 11 required for e- and m-commerce, 337–346, 348 technology acceptance model (TAM), 57 technology diffusion, 57 Index technology infrastructure, 11 technology infusion, 57 technology-enabled relationship management, 324 telecommunications described, 13–15 in the global economy, 224–225 hardware, 240–242 overview of, 225–236, 258–259 services and network applications, 245–257 and virtual workers, workgroups, 251–252 telecommunications media, 225 telecommunications protocol, 225 telecommuting, 14, 251 telemarketing, 609 telepresence systems, 467 television on the Internet, 294–295 Telnet, 288 terminals, computer, 106 Terrorist Finance Tracking Program, 594 testing benchmark, 548 and quality control, 410 in systems implementation, 558–559 text messaging, 285–286 Thenoz, Philippe, 47 thin clients, 119 thin-film transistor (TFT) LCDs, 111–112 threats to electronic and mobile commerce, 331–334, 347–348 Three Gorges Dam (China), 209 time-driven review, 565 Topez Web-performance monitoring utility, 148 Torvalds, Linus, 142 total cost of ownership (TCO), 66, 547 total quality management, 58, 74 touch-screen voting, 109 touch-sensitive screens, 108 TPSs (transaction processing systems), 19–20, 34 activities of, 363–367 control and management issues, 367–369 overview of, 358–363, 384–385 tracking business processes, 359 Web site, 339 trade agreements, and globalization, 33 traditional approach to data management, 185–186 traditional organizational structure, 50 training human resource, 416 online, user, 70 virtual reality applications, 468 transaction processing cycle, 363 transaction processing system audit, 368 transaction processing systems (TPSs), 19–20, 34 activities of, 363–367 control and management issues, 367–369 overview of, 358–363, 384–385 transactions described, 19 transborder data-flow laws, 33 translation services on the Internet, 298 Transmission Control Protocol (TCP), 271 T-REX data mining tool, 206 Trojan horses, 586–587 tunneling, 300 TurboTax, 160 649 650 Index | Turek, David, 123 Turing, Alan, 448 twisted-pair wire, 227–228 Twitter, 293, 427 U UIGEA (Unlawful Internet Gambling Enforcement Act of 2006), 585 ultra wideband (UWB), 230 UML (Unified Modeling Language), 133, 513 unfreezing (in change model), 54 unified communications, 256 Unified Modeling Language (UML), 133, 513 unified threat management (UTM), 540 Uniform Resource Locators (URLs), 271 unit testing, 558, 559 UNIX operating system, 144 Unlawful Internet Gambling Enforcement Act of 2006 (UIGEA), 585 unmanned combat air vehicles (UCAVs), 452 unstructured interviews, 515 unstructured problems, 420 upgrades slipstream, 562 software, 170 upper-CASE tools, 509 upstream management, 46 URLs (Uniform Resource Locators), 271 USA Patriot Act, 594, 598, 605 user acceptance document, 560 user documentation, 556 user interface described, 137 dialog manager, 421 for expert systems, 459, 462 user preparation (in systems development), 557 user satisfaction, 56 user software, 155–160, 171 user training, 70 usernet, and newsgroups, 290 users in systems development, 487 utility companies and information systems (ISs), 31 computing, 58–59 programs, 171, 147–149 UTM (unified threat management), 540 UWB (ultra wideband), 230 V value added, value chain described, 45 ValueIT utility, 149 variants (virus), 587 Ventury, Dominic, 346 versions (software), 562 very small aperture terminal (VSAT), 233 video logs (vlogs), 288–289 video on the Internet, 294–295 videoconferencing, 252, 291 Vieraitis, Bob, 367 virtual database systems, 212–213 virtual databases, 556 virtual machines, 149, 552, 553 virtual organizational structure, and collaborative work, 51–53 virtual private networks (VPNs), 245 virtual reality described, 25–26, 474 forms and applications of, 467–470 interface devices, 465–466 virtual reality system, 465 virtual tape, 101 virtual workgroups, 428 virtualization, 552 virtualization software, 149, 555 viruses combating, 586–589 described, 586 visa programs for foreign IT workers, 68 vision systems, 452–453 Visual Basic (Microsoft), 164 visual programming languages, 164 vlogs (video logs), 288–289, 290 VMWare, 149 voice mail, 249 Voice over Internet Protocol (VoIP) services, 248–249, 291 voice recognition, 454 voice-activated systems, 471 voice-to-text services, 250 VoIP (Voice over Internet Protocol) services, 248–249, 291 volume testing, 558 von Ahn, Luis, 69–70 voting systems, 109 VPNs (virtual private networks), 245 W Wade, Leslie Anne, 585 wage administration, 417 Wales, Jimmy, 284 Walsh, Jeff, 406 WANs (world area networks), 238 WAP (wireless application protocol), 273, 343, 348 war driving, 244 waste, computer, 578–579 Web See also Internet, World Wide Web described, 14–15 Internet offices, 296 overview of, 392 semantic, 203 shopping on the, 294 unauthorized, 301 Web 2.0, 15, 279, 293, 392, 400, 427 Web applications, 282–300, 392–393 Web auctions, 294, 327 Web browsers, 276 Web crawling, 283 Web logs See blogs Web page construction software, 339 Web pages See also Web sites creating, 280–281 sending, receiving, 339 static and dynamic, 339 Web plug-ins, 276 Web portals, 267, 276–277 | Web programming languages, 280 Web server software, 338 Web services, 280–281, 341 Web site development tools, 339 Web sites 3-D, 297 blog sites, 289 and e-commerce, 334–337 hosting, 334–335 m-commerce, 320 social networking, 292–293 tracking, 339 WEP (Wired equivalent privacy), 244 wide area wireless network options, 232–235 Wi-Fi Alliance, 231 Wi-Fi phones, 291 Wi-Fi Protected Access (WPA), 244 Wikipedia, 284–285 wikis, 284–285 WiMAX (Worldwide Interoperability for Microwave Access), 234 Windows Embedded, 146 Windows Mobile, 146 Windows Vista, 140 Windows XP, 140 Wintel, 141 Wired equivalent privacy (WEP), 244 wireless communications, 229–230 connection to Internet, 273 networks, 14, 244 transmission media, 227 wireless application protocol (WAP), 273, 343, 348 Wireless Markup Language (WML), 343 wireless mesh, 233–234 wireless networks securing, 244 uses of, 14 WML (Wireless Markup Language), 343 Wolfensohn, James, 49 Word (Microsoft), Track Changes feature, 156 word processing applications, 156 Index work environment issues, 609–610 workgroup application software, 161 workgroup operating systems, 143–144 workgroup software, 426 workgroup sphere of influence, 136 workgroups described, 136 telecommunications and virtual workers, 251–252 virtual, 428 workstations, 119 wide area networks (WANs), 238 World Bank, 49 World Is Flat, The (Friedman), 32, 35 World Wide Web (WWW) See also Internet, Web described, 14–15, 266, 276 overview of, 276–282 Worldwide Interoperability for Microwave Access (WiMAX), 234 worms, 586, 587 WPA (Wi-Fi Protected Access), 244 X Xing, Song, 314 XML (Extensible Markup Language), 277, 280–281 XP (extreme programming), 500–501 Y Yee, Jim, 55 Z Zigbee wireless communications, 231 Zip disks, 99 zip files, 148 z/OS (IBM OS), 145 Zuniga, Amanda, 47 651 652 Index | Company Names Numbers 14 Commerce, 344 37signals.com, 296 3VR Security, 471 5DT, Inc., 26 7-Eleven, 239 A ABC News, 289–290 AbeBooks.com, 328 Accenture, 72, 414, 503, 509 AccuFund, 363 Ace Hardware, 402 Acer, 592 AdMob, Inc., 412 Adobe, 13, 276, 279, 280, 281, 299, 339, 445, 592 Advance America, 127–128 Aelera Coproration, 502 Aeroflex Incorporated, 92 AES Technologies, 335 Aetna, 59 Aflac, 225 Air Products and Chemicals, Inc., 375 Aircel Business Solutions, 235 Alcatel, 243 All Nippon Airways Company, 580 Allergan, 58 Allstate Insurance, 554 Alltel, 328 Amazon.com, 57, 72, 97, 115, 203, 281, 294, 295, 296, 306, 311, 313, 321, 503 AMD, 95, 552 America Online (AOL), 254, 273, 276, 287, 291 American Airlines, 90 American Eagle Outfitters, 313, 324, 378 American Express, 345 American Home Products, 170 American Honda, 297 American of Martinsville, 378 Amerisure, 119 Ameritrade, 324 Amherst Alarm, 256 AMR Research, 337, 555 Analsys, 314 Anheuser-Busch Companies, 67 Animal Logic, 121 AOL (America Online), 588, 599, 600, 602 Apache, 598 APPIAN, 436 Apple Computers, 14, 63, 90, 114, 117, 119, 141–142, 144, 147, 149, 171, 203, 231, 235, 237, 257, 273, 280, 285, 287, 289, 295, 332, 344, 377, 586–587, 592, 603, 611 Applix, 211 Arek Oy, Ltd., 607 Art Technology Group (ATG), 324 Art.com, 493 Arvest, 328 Aselsan, 388 Aspen Skiing Company, 561 Associated Newspapers, 598 Associated Press, 13, 275 Association for Computing Machinery (ACM), 611–612 AstraZeneca, 411 Asus, 118 AT&T, 17, 108, 144, 231, 234, 235, 246, 256, 273, 291, 320, 328, 464 Auctions, 327 Audible.com, 295 Austin-Hayne, 464 Autodesk, 426, 592 Avanax, 153 AVG, 588 Aviall, 317 B Babel Fish Translation, 298 BAE Systems, Inc., 67 Ball Aerospace, 45 Banc of America Securities Prime Brokerage, 212 Bancorp South, 328 Bank of America, 201, 307, 556 Bank of China, 122 Barclays, 29, 251, 345 Barcle, 328 Barnes & Noble, 313 Baseball Hall of Fame, 193 BaseCamp, 427 Baskin-Robbins, 162 Bebo, 604Bell Canada, 352 Bell South, 599 Best Buy, 72, 552, 586 Bharti Airtel, 247 Bid4Spots, 414 Bidzcom, 313 Bigreds.com, 332 BikeSomeWhere.com, 328 BillMeLater, 344, 345 Bird & Bird (B&B), 478 BitDefender, 588 BizAutomation.com, 381 BizNova Consulting, 487 BlackBerry (Research in Motion), 249, 285, 328, 377 Blagg & Johnson, 458 Blair Corporation, 327 Blancco, 561 Blogcatalog.com, 289 Blogdigger, 289 Blogger.com, 289 Blue Cross, 153 Blue Cross Blue Shield, 542 Blue Shield, 153 BMW, 412 Bochringer Ingelheim, 404 Boeing, 14, 25, 26, 162, 225, 307, 317, 409, 469 Boekhandels Groep Nederland (BGN), 108 Bombardier Flexjet, 398 Boost, 328 BOSaNOVA, 119 Bosch Security Products, 87 Boston College, 465 Boston Dynamics, 452, 453 BRE Bank, Poland, 494 | Brigham and Women’s Hospital, 457 British Airways, 395–396 British Petroleum (BP), 404 British Telcom, 599 BroadSpire, 334, 335 BroadVision, 281 BT, 225, 500 Burlington Northern Santa Fe Corporation, 372 Business Objects, 209, 211, 412 C C2Net, 169 Cabelas, 547 Cablecom, 422 Caldera OpenLinux, 142 Callserve, 291 Cambridge Health Alliance (CHA), 261 Canon, 552 Capital Groups Companies, The, 67 Car Toys, Inc., 381 Carbonetworks, 545 CardersMarket, 319 Careerbuilder.com, 287 CareerXroads, 73 Carnegie Mellon Software Engineering Institute, 547 Carnegie Mellon University, 69, 167, 452, 453, 454, 506 Carsberg Breweries, 535–536 CBSSports.com, 585 CDW Corporation, 251 Cedarlane, 374 Center Beam, 502 Center for Systems Innovation, 492 Central Michigan University, 378 Champs Sports, 344 Charles Schwab & Co., 312, 454 CheapTickets, 334 Chesapeake Energy, 212 Chevron Corporation, 299 Chico’s, 213 Chiquita Brands, 381 Choctaw Electric, 234 Chromalloy Gas Turbine, 409 Chrysler, 414 Chubb Commercial Insurance, 445 Cigna Healthcare, 25 Cincinnati Bell, 495 Cinergy Corporation, 419 Cingular, 320 Cisco Systems, 72, 223, 224, 225, 243, 262, 312 Citibank, 17, 330, 345, 381, 582 Citysearch, 320 Clarity Systems, 62 Classmates.com, 604 Clear Channel Communications, 289, 506 ClearContent, 286 Clearwire, 234 Clorox Company, 329 CMA-CGM, 47 CNA, 444 CNN, 284, 584 Coca-Cola Enterprises, 98, 117, 398, 491 Cognos, 209, 211, 402 Collexis, 446 Comcast, 275, 291 Index Commerce One, 603 complaints.com, 342 CompuServe, 600 Computer Associates International, 455, 500, 594 Computer Security Institute, 583 comScore Networks, 323 Comtrend Corporation, 229 Connectbeam, 307 Constellation Energy, 488 ContentWatch Inc., 600 Con-way Inc., 107 Corel, 159, 160 Corporate Communications, 335 Costco, 108, 321 Counterpane, 599 Course Technology, 271, 288 Covisint, 254, 313 Cox Communications, 252 Craigslist, 313, 320, 327 Cray, 123, 552 Creative Artists Agency (CAA), 181 CSX Transportation, 118 CUNA Mutual Group, 71 Cutting Edge Information, 47 CVS Corporation, 213 Cyberhomes, 327 D DaimlerChrysler, 162 Dassault Systems, 469 Data, 108 DataTern, 593 DB2, 280 Decisioning, Inc., 23 Deere & Company, 398 Del Monte Corporation, 329 Del Monte Foods, 262 del.icio.us, 279, 293–294 Dell, Inc., 28, 64, 72, 90, 114, 120, 143, 231, 313, 322, 340, 369, 408 Dell Computer, 545, 552, 553, 592 Deloitte & Touche, 406 Deloitte Touche Tohmatsu, 223 Delta Airlines, 409, 443 Desktop Search, 149 Detroit Trading Exchange, 323 DHL, 316 Dial Directions, 105 Digg, 279, 294, 412 Direct Marketing Association, 609 DirectRevenue, 590 Disney, 237, 498 D-Link, 240 DLJdirect, 454 DoCoMo, 343 DreamWorks Studios, 253 DT Research, 117, 118, 119 DTE Energy, 509 Duke University, 487 Dun & Bradstreet, 341 Dunkin’ Brands, 162, 402 E E*Trade, 583 653 654 Index | EachNet.com, 314 Eastman Kodak Company, 106, 111, 335 eBay, 72, 203, 294, 306, 313, 320, 332, 333, 344, 414, 561, 577, 591 eBid, 313 EBT, 281 Eclipse Workbench, 556 eCourier, 412 eDynaQuote, 327 Electronic Data Systems (EDS), 72, 503 E-Loan, 298 EMC, 103, 541, 545 Emory University, 467 Energy Optimizers, Ltd., 231 Enterprise Rent-A-Car, 436 Epinions, 279 Equifax, 608 ERF Wireless, 245 Ericsson, 243, 320, 441, 603 Ernst & Young LLP, 73 ETAI Group, 219 E-Trade, 324 Excite, 313 Expedia, 334 Experian, 608 F Fab Lab, 13 FabTrol, 376 FaceBook, 14, 30, 73, 279, 291, 292, 293, 342, 401, 406, 412, 424, 585, 604 Fairfax County Public Schools, 67 Fakespace Systems, Inc., 466 FedEx, 15, 43, 307, 316, 359, 360, 362, 403 Femtocell Base Stations, 246 Ferwick & West LLP, 152 Festo AG & Co., 31 FHA Anonymous, 327 Fidelity Investments, 454 FileNet, 281 Firestar Software, 593 First Bank, 328 First Data, 108, 344 First Health of the Carolinas, 487 Flexnet, 284 Flickr, 279, 293 Florida State University, 77 FlowerShop.com, 320 Ford Motor Company, 147, 236, 412, 471 Ford-Otosan, 58 Forrester Research, 17, 28 Fossil, 3–4 Fox News, 284 Free Translation, 298 freecreditreport.com, 608 Frito-Lay, 375 F-Secure Corporation, 587, 588 FTD.com, 344 Fujitsu, 106, 117 G Galenicum, 374 Gartner Group, 66, 582, 593 Geek Squad, 561 Geeks.com, 318 Genalytics, 206 General Electric, 502 General Electric Aircraft Engine Group, 464 General Mills, Inc., 67, 329, 333, 393 General Motors (GM), 133, 502, 547 Georgia Aquarium, 365 Geospatial, 314 Gibson Guitar, 256 Girl Scouts of the USA, 101 GlobalTech Solutions, 412 GM (General Motors), 133, 502, 547 Gmail, 285 godaddy.com, 271 Google, 21, 72, 77, 96, 97, 149, 159, 160, 161, 187, 201, 202, 235, 247, 252, 276, 279, 281, 282, 283, 289, 290, 295, 296, 297, 298, 299, 307, 313, 342, 454, 470, 555, 559 GotVoice, 250 Grand & Toy, 62 Greenfield Online, 159 Groove Networks, 426 GRUMA, 485–486 Guardent, 599 Gujarat Reclaim and Rubber Products Ltd (GRRP), 372 H H&R Block, 283 Hackensack University Medical Center, 394 Handspring, 116 Hanford Brothers Company, 540 Hannaford Brothers, 489 Harris Corporation, 116 Harris Interactive, 540 Harrisdirect, 324 Hayes, 240 HazMat Loader, 464 Herbertsons Distilleries, 85 Hess Corporation, 491 Hewlett-Packard (HP), 70, 90, 103, 108, 113, 119, 142, 144, 145, 170, 243, 250, 253, 291, 292, 316, 374, 402, 419, 545, 552, 554, 565, 592 Hi5, 604 HighMark, 423 Hitachi Data Systems Corporation, 103 Home Depot, 213 Hon Hai, 408 HopeLab, 25 Horizon Blue Cross Blue Shield, 590 HostWay, 334, 335 HotJobs, 287 Hotmail, 285 Hula, 295 Humane Society of the United States, 555 Hutchinson Port Holdings, 398 I IAG Research, 414 Ibidfree, 313 | IBM, 3, 12, 39, 49, 59, 77, 85, 90, 92, 96, 101, 103, 116, 120, 121, 122, 123, 128, 135, 140, 141, 142, 144, 145, 149, 161, 168, 170, 189, 194, 197, 201, 203, 212, 287, 311, 374, 398, 402, 415, 420, 426, 427, 446, 447, 500, 501, 502, 503, 552, 554, 556, 561, 565, 592, 599 ICQ, 602 iHealthRecord, 422 Ikea, 414 Imbee, 604 Imperial Chemical Industries, 154 Imprint Business Systems, 464 Improv, The, 153 IMS Health, 208, 582 Industrial and Commercial Bank of China, 325 Infor, 211 Informatica, 209 Information Builders, 402 Informix, 280 Infosys, 69 ING Direct, 419 Inline Internet Systems, 203 Intacct, 381 Intel, 12, 90, 91, 95, 142, 145, 234, 273, 552 Intelitek, 451 IntelliVid, 150 Intermountain Healthcare, 188 Internet Content Rating Association (ICRA), 599 Internet Security Systems (ISS), 597, 599 Intuit, 163, 201, 212, 283, 363 Iomega Corporation, 100, 114 Iowa Health System, 87 IRobot, 452 ISM, Inc., 378 IT Shared Services Center (SSC), 535–536 J J Crew, 503 J Paul Getty Trust, 218 Jack Henry & Associates, 17 Jaiku, 279 Japan Post, 381 JCPenney, 153, 306 JetBlue Airways, 90, 201, 344, 368, 556 JetFlash, 596 Jigsaw, 378 Jo-Ann Stores, 421–422 John Hopkins University, 105, 452 Johnson & Johnson, 78–79, 414 Johnson Controls, 254 Jott, 250 JP Morgan, 324 Juniper Research, 320 K Kabel, 378 Kaspersky, 588 Keiper GmbH & Co KG, 437 Kerr-McGee, 233 Ketera Technologies, 299 Kimberly-Clark Corporation, 329, 469 Kindred Healthcare, 149, 555 Kiva.com, 406 Index Kohl’s, 252 Kroger, 239, 329 KRUU radio, 143 Kryptonite, 342 L Lamborghini, 267 Legato Systems, Inc., 103 Lending Club, 406 Lending Tree, 298 Lenovo, 90, 117, 143, 596 LG Electronics, 225, 328 LG Phillips, 111 Lionbridge Technologies, 382 Lions Gate Entertainment, 604 Livejournal.com, 289 Lloyd’s Insurance, 11 Loanexa, 327 LoanPerformance, 423 Los Alamos National Lab, 595 Lotus, 49, 159, 512 Lowe’s, 374–375 Lufthansa Cargo, 211, 464 Lyons Bakeries, 162 M Macromedia, 203 Macronimous.com, 335 Magnify, 206 Maporama, 357 Mapunity, 247 Maryland Dept of Transportation, 581 Massachusetts General Hospital, 457 Massachusetts Institute of Technology (MIT), 5, 118, 298 MasterCard, 230, 345, 352, 556 MasterFoods USA, 333 MatheMEDics, 464 Mattel, 502 Mayo Clinic, 128, 610 McAfee, 148, 561, 586, 588, 592 McDowell Distilleries, 85 McKesson Corporation, 225, 502 McKinsey & Co., 545 MEDecision, 464 Medical Missions for Children (MMC), 556 Medkinetics, 100 Mental Images, 12 Mercedes-Benz, 12 Mercury Interactive, 148 Merrill Lynch, 249 Metaserver, 559 MGM Mirage, 508 Microcom, 240 Microsoft, 13, 21, 30, 70, 72, 105, 108, 117, 138, 140–141, 144, 146, 148, 149, 156, 157, 159, 160, 161, 163, 164, 167, 168, 170, 171, 176, 187, 189, 193, 194, 201, 202, 205, 211, 230, 231, 236, 237, 243, 250, 254, 255, 273, 276, 279, 281, 282, 285, 287, 291, 296, 297, 307, 339, 342, 357, 381, 382, 383, 397, 402, 404, 426, 426–427, 427, 446, 470, 471, 491, 500, 506, 507, 509, 512, 536, 555, 556, 562, 587, 592, 597, 599, 603, 611 MicroStrategy, 209, 211 655 656 Index | Millennium Partners Sports Club Management, 502 Mitre Corporation, 67 Mitsubishi Motors of North America, 281 MLSgear.com, 318 Mobileye, 471 Mobius Management Systems, 514 MoneyAisle.com, 326 MoneyZap, 344, 345 Monster.com, 73, 268, 287, 417 Montres Rolex S.A., 332 Moody’s Corporation, 579 Morgan Stanley, 307 Motion Picture Association of America, 592 Motorola, 108, 114, 141, 234, 240, 307, 320, 328 Mozilla, 285 mTLD Top Level Domain Ltd, 320 MTV, 584 Municipal Corporation of Delhi (MCD), 389 MWEB, 588 MWH Global, 445 MyOwnDB, 201 MySpace, 14, 30, 73, 207, 243, 279, 291, 293, 320, 342, 604 MySQL, 189, 201, 280 N Namesdatabase.com, 604 Napster, 295 NASA, 579 National Aquarium, Baltimore, 141 National Audubon Society, 419 National Football League (NFL), 351–352 National Public Radio (NPR), 289 Nationwide, 544 NaviTag, 472 NCR Teradata, 206 Neiman-Marcus, 25, 469 Net2Phone, 291 NetBooks, 381 NetStudio, 339 NetSuite, 381 Network Associates Inc., 587 New York Stock Exchange, 536 Nextel, 246 Nike, 257 Nissan Motor Company, 24 Nokia, 108, 116, 117, 118, 231, 234, 320, 328, 511 North Dakota State University, 468 Northop Grumman Corporation, 71, 541 Norton AntiVirus, 588 Novamente LLC, 479 Novell, 144, 170, 243 O Oak Ridge National Lab, 595 Oanda.com, 341 Oberto Sausage Company, 375 Objectivity, 212 Office Depot, 321 OfficeMax, 62 Ohio Casualty Corporation, 501 OmniAmerican Bank of Fort Worth, 318 Onsale, 327 OpenOffice, 159 OpenPro, 363 Optimum Energy, 545 Oracle, 3, 49, 72, 120, 127, 189, 194, 201, 203, 204, 207, 209, 211, 212, 280, 377, 381, 382, 500, 509, 556, 565 Orbitz, 334 Oregon Health & Science University, 150 Overstock, 344 P Pacific Data Images, 253 Packet8, 291 Palm, Inc., 146 PalmOne, 116 Palomar Pomerado Health, 469 Partners Healthcare, 457 Paybill.com, 325 PayPal, 16, 344, 345, 577 PC Pinpoint, 561 Penril/Bay Networks, 240 PeopleSoft, 373 Pepsi, 333 Perdue Employees Federal Credit Union, 330 PersonalHealthKey, 422 Pfizer, 307 Pine Cellular, 234 Pine Telephone, 234 Pitney Bowes, 213 Pixar, 12 Pixel Xi, 118 Popkin Software, 509 Porsche, 63 Porter Adventist Hospital, 452 PPR, 65 Pratt & Whitney, 443 Prevention Partners, Inc., 374 PriceGrabber, 313 Priceline, 334 PricewaterhouseCoopers, 585 Procter & Gamble, 53, 224, 307, 329, 408, 423, 491 Prodigy, 254 Prosper.com, 406 Prover Technology, 509 Providence Washington Insurance Company, 402 Puma, AG, 65 Purdue University, 507 Q Quadstone, 207 Qualcomm, 149, 231, 320 Qualys, 555 Quick Loans, 67 Quicken Loan, 298 Quill Corporation, 333 R Radio Shack, 552 RadioFrame Picocell, 246 Rational Rose, 509 Rational Software Corporation, 500, 501, 556 | Real Player, 276 RealSpace Vision Communication Inc., 468 Realtor.com, 327 Red Brick Systems, 207 Red Hat Linux, 142, 144, 169, 171, 593 Redfin, 327 Redwing, 363 Reebok, 344 Relativity Technologies, 563 Rensselaer Polytechnic Institute, 479 Reputica Ltd, 342 Research in Motion, 146, 291, 377 Restoration Hardware, 454 Retail Systems Research LLC, 320 Reuters, 406 Revolution Card, 108 Rhapsody, 295 Ripoff Report, 342 Riptech, 599 ROI (Dutch Institute for Public Administration), 245 Rolex, 63 Royal Bank of Canada, 352, 500 Ryder, 550 S Sage, 363 Sahlgrenska University Hospital, 208 Saks Fifth Avenue, 25, 469 Salesforce.com, 381 Salvation Army, 378–379 Samsung, 108, 114, 117, 234, 328 Sandia National Laboratories, 464 SANS Institute, 595 SAP Corporation, 3, 20, 153, 176, 211, 225, 341, 377, 378, 381, 382, 383, 446, 485–486, 535, 554 SAS Institute, 206, 417 Saxon Innovations, 592 SB Broadband, 235 ScanScout, 414 Schumacher Group, 422 Schwab.com, 583 Seagate Technology, 586 Sears, 143, 153, 321 Second Life, 30, 412, 469, 479 Segway, 471 Sendmail, Inc., 169 Serena, 424 Seriosity, 286 Serran Tech, 201 Sharp Health Care, 67 ShopLaTiDa, 327 ShopLocal, 328 Shopzilla, 313 Siemens, 243 Sightward, 207 SimulScribe, 250 Sirius Satellite Radio, 54 Sirius XM Radio, 556 Six Flags, 494 Skire, 508 SkiSpace, 424 Skype, 287 Skyway Software, Inc., 494 Sling Media, 295 Index smart USA, 379 Smith Drug, 471 Société Générale, 581 SoftQuad, 339 Softsmart, 170 Software AG, 205 Software Engineering Institute (SEI), 506 Solidcore Systems, 367 Sonic Restaurants, 213 Sony, 90, 114, 115, 116, 117, 128, 441 Sony Ericsson, 328 SourceForge, 591 Southern States, 494 Southside Electric Cooperative, 149 Southwest Airlines, 201, 232, 556 SpinVox, 250 SpiralFrog, 295 Spotwave Zen, 246 Sprint, 234, 235, 246, 256, 273, 320, 328 SPSS, 207 Squidoo, 284 Stanford University, 464 Staples, Inc., 547, 311 Starwood Hotels and Resorts Worldwide, 333 State Farm Insurance, 443 Storage Technology, 101 Sugar CRM, 377, 378 Sun Microsystems, 144, 153, 159, 164, 165, 280, 281 Sun Trust, 328 Superior Industries, 317 Surya Roshni Ltd, 194 Sutter Health, Sybase, Inc., 170, 189, 194, 205, 207, 218 Symantec, 29, 147, 148, 592, 599 Symbian, 146 Synovus, 328 Systest, 72 T Tactician Corporation, 417 Tagged, 604 Talend Open Data Solutions, 219 Tandem, 207 Target, 408 Tata Group, 443 TaxEngine.com, 283 TD Ameritrade, 318 TD Waterhouse, 324 TD Waterhouse Group, 454 TeamF1, 286 Techcombank, 245 Technorati, 289 TeleCheck, 344, 345 TeleNav, 256 Tellabs, 553, 593 Telmex, 235 Terabitz, 327 Terasoft Corporation, 470 Tesco, 47 The Gap Inc., 590 Thinkfree, 160 Ticketmaster, 239 Time Warner, 412 TJX, 244 657 658 Index | T-Mobile International, 243, 246, 256, 291 Togo’s, 162 Tokyo Electron, 582 TopCoder, 69 Toshiba, 90, 128, 552, 596 Toyota, 409 ToysRUs, 344 Trackvia, 201 Tradus, 313 Transco, 464 TransUnion, 608 TransUnion Interactive, 66 Travelocity, 334 Trend Micro, 398, 588 Tridel Corporation, 495 Triumph Distilleries, 85 Trulia, 327 TRW Automotive Holdings, 557 Tween Brands, Inc., 409, 421 Twitter, 279, 293, 342, 427 U UB Group, 85 uBid, 313, 327 Ufida, 382 uLocate, 328 Union Bank of California, 55, 56 United Airlines, 28, 64, 443, 580 United Parcel Service (UPS), 316, 359 University Corporation for Advanced Internet Development (UCAID), 270 University of Auckland, 66 University of California-Santa Cruz, 448, 479 University of Chicago, 30 University of Denver, 72 University of Edinburgh, 472 University of Illinois, 466 University of Maryland, 206 University of Miami, 67 University of North Carolina Hospital, 102 University of Pennsylvania, 67 University of Phoenix, 255 University of South Carolina, 446 University of Texas, 404 University of Toronto, 488 UNIX Systems Lab, 144 U.S Bancorp, 240 U.S Bank, 346 U.S Livermore National Laboratories, 12 U.S Robotics, 240 UUNet, 599 V Valero Energy, 176 Varian Medical Systems, 151, 554 Veritas Software Corporation, 103 Verizon, 225, 228–229, 234, 246, 256, 273, 291, 320, 599 Versant, 212 Vertex Distribution, 374 Vignette, 281 Vintners, 85 Virginia Tech, 28 Visa, 230, 331, 345, 352 Visible Systems, 509 Visio, 509 VistaPrint, 545 VMware, 555 Vocollect, 471 Volvo Cars Belgium, 78 Vonage, 291 VPL Research, 465 W Wachovia Corporation, 17, 26, 328 Walden-books, 313 Walgreens, 422 Wal-Mart, 8, 46, 61, 73, 97–98, 143, 153, 162, 181, 186, 224, 321, 323, 344, 361, 408, 489–490 Walt Disney, 237, 498 Walters Metal Fabrication, 376 Ward Systems Group, 455, 456 WebEx Communications, 367 WeBidz, 327 WebMD, 422 WebOffice, 427 WebPhone, 291 Wells Fargo, 580 Western Union, 344 WhitePages.com, 401 Whitmann Price Consulting, 177, 220 Widgit Software, 149 Wikipedia, 97, 279, 284, 320 Wireless Advocates, 108 Workday, 381 World Bank, 49 Wyse, 119 X Xcerion AB, 279 Xiotech, 103 XM Satellite Radio, 54, 201 Xobni, 286 XuQa, 604 Y Yahoo!, 72, 77, 149, 268, 276, 281, 282, 287, 313, 320, 332, 342, 414 Yansha, 39 Yorba Linda Library Commission, 599 YourTechOnline.com, 561 YouTube, 29, 279, 293, 342, 412 YuMeNetworks, 414 Z Z Corporation, 113 Zillow, 327 Zoho, 160 ... Journal, December 11, 20 07, Business Technology section, page 84 Case, Loyd, “Intel Launches Low-Power Atom Processor,” PC Magazine, April 2, 20 08, www.pcmag.com/article2/ 0 ,28 17 ,22 808 92, 00.asp Mossberg,... 27 , 20 07, Marketplace section, page B1 20 Lyons, Daniel, “Easy Blogging,” Forbes, April 9, 20 07, pages 56–57 21 Savell, Lawrence, “Blogger Beware!” Computerworld, September 24 , 20 07, pages 32 34... Chapter 321 ELECTRONIC AND MOBILE COMMERCE APPLICATIONS E-commerce and m-commerce are being used in innovative and exciting ways This section examines a few of the many B2B, B2C, C2C, and m-commerce