Networking Essay
Telecommunications and Networks
CHAPTER
• 6 •
LEARNING OBJECTIVESPRINCIPLES
■ A telecommunications system and network have many fundamental components.
■ Identify and describe the fundamental compo- nents of a telecommunications system.
■ Identify two broad categories of telecom- munications media and their associated characteristics.
■ Identify several telecommunications hardware devices and discuss their functions.
■ Telecommunications, networks, and their associated applications are essential to organizational success.
■ Describe the benefits associated with the use of a network.
■ Name three distributed processing alterna- tives and discuss their basic features.
■ List and describe several telecommunications applications that organizations benefit from today.
Information Systems in the Global Economy Deloitte, Milan, Italy Unified Communications for Financial Management
Deloitte Touche Tohmatsu, also known as Deloitte & Touche, or just Deloitte, is one of the world’s largest financial services firms. Established more than 150 years ago by William Welch Deloitte, the company grew from a small accountancy office in London to a global network of member firms employing 150,000 professionals in 140 countries with $20 billion in total revenues.
Today’s demanding and competitive business environment requires professionals to extract the most value out of every minute of the workday. This means staying connected to corporate networks, accessing information, and communicating with colleagues from all locations: at the office, in a warehouse, in conference rooms, at airports, in vehicles, and at home. Businesses such as Deloitte realize that the quality of telecommunications systems and the services they deliver can dramatically affect a company’s success.
Recently, Deloitte in Milan, Italy, conducted a major reorganization to consolidate its five branches into one complex. The consolidation was intended to improve communica- tions and service while reducing costs. The reorganization presented the opportunity to replace Deloitte’s telecommunications systems with the most current technologies.
Deloitte decided to invest in a unified communications system that provides voice, video, and data communications over one network. A unified communications system can help companies save money because it can eliminate the need to set up multiple networks for differing uses. However, a unified system can do more than reduce redundancy: A company can design software and hardware to integrate various forms of telecommuni- cations into one powerful and easy-to-use system that is accessible anywhere anytime from a variety of devices.
The unified communications system that Deloitte purchased from Cisco included sev- eral interconnected services, including the following:
• About 1,200 unified communications lines to stream voice, video, and data to computers and videophones
• Videoconferencing services using Internet Protocol (IP) • Television broadcasting service over IP • Call management system • Local area network management system • Wi-Fi wireless networking in all buildings in the complex
Deloitte uses the television broadcasting capabilities of the new system to broadcast regular messages from the CEO. It uses the videophone service to improve communica- tions between employees and to support conferences and meetings while team members are away from the office.
The system also allows Deloitte to make better use of its office space. In most busi- nesses, many offices and desks are often unused throughout the day due to employees that are traveling, in meetings, or otherwise out of the office. Because everything Deloitte em- ployees need is delivered over the network, and the network is available anywhere, employees can use any available space. The Hot-Desks service, provided through the net- work, keeps track of which workstations, desks, and conference rooms are in use and can direct employees to unused space.
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Deloitte provides notebook PCs with integrated wireless networking capabilities to all employees, making it possible for work to take place in any area of the complex through the Wi-Fi network. The notebooks include a SoftPhone application that employees use to access telephone and videophone services over the local network or over the Internet while traveling. If an employee receives a phone call at the office, he or she can answer the call on the notebook PC from any location. This means Deloitte employees can take the office with them wherever they go.
Deloitte’s unified communications system also includes call center management that routes incoming calls to the proper party. The new system is easily managed and con- trolled through one central interface. This gives the company greater control over its telecommunications at a much lower cost. Deloitte professionals are experiencing a notable increase in collaborative work and improvements to the entire organizational structure. Deloitte provides an ideal example of the important role telecommunications plays in the success of a business.
As you read this chapter, consider the following:
• What services do new telecommunications and network technologies offer to assist individuals and organizations in being more effective?
• What role does telecommunications play in connecting organizations and growing the global economy?
In today’s high-speed global business world, organizations need always-on, always-connected computing for traveling employees and for network connections to their key business partners and customers. As we saw in the opening vignette, forward-thinking companies such as Deloitte hope to save billions of dollars, reduce time to market, and enable collaboration with their business partners by using telecommunications systems. Here are just a few addi- tional examples of organizations using telecommunications and networks to move ahead.
• Wal-Mart, the world’s largest retailer with $345 billion in sales, plans to include RFID tags on products in its 4,068 North American stores to improve inventory accuracy, thereby reducing untracked sales and all but eliminating lost or missing merchandise. The net result is a savings of $287 million per year. Telecommunications between the RFID chips and scanners on forklift trucks and between the trucks and in-store computers is an essential component of achieving these savings.1
• Procter & Gamble (P&G) has implemented 13 of its planned 40 Video Collaboration Studios using the Cisco TelePresence system to empower the P&G community of more
Effective communication is essential to the success of every major human undertak- ing, from building great cities to waging war to running a modern organization. Today we use electronic messaging and networking to shrink the world and enable people everywhere to communicate and interact effectively without requiring face- to-face meetings. Regardless of your chosen major or future career field, you will need the communications capabilities provided by telecommunications and net- works, especially if your work involves the supply chain. Among all business func- tions, supply chain management might use telecommunications and networks the most because it requires cooperation and communications among workers in inbound logistics, warehouse and storage, production, finished product storage, out- bound logistics, and most important, with customers, suppliers, and shippers. All members of the supply chain must work together effectively to increase the value perceived by the customer, so partners must communicate well. Other employees in human resources, finance, research and development, marketing, and sales positions must also use communications technology to communicate with people inside and outside the organization. To be a successful member of any organization, you must be able to take advantage of the capabilities that these technologies offer you. This chapter begins by discussing the importance of effective communications.
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Why Learn About Telecommuni- cations and Networks?
than 138,000 employees working in over 80 countries worldwide. The Studios foster a high degree of communication and collaboration without requiring members of a team to physically travel to meet. Use of this telecommunications technology is credited with helping P&G to bring its products to market faster and compete more effectively. Aflac, BT, McKesson, SAP, Verizon, and more than 100 other Cisco customers are also experimenting with the use of this technology.2
• Home appliance manufacturers are adding telecommunications capabilities to their products to make them more appealing and useful. Whirlpool is testing the concept of making refrigerators a central information hub by providing removable digital photo frames capable of displaying digital images and providing news and weather updates with its most advanced models. Future plans call for refrigerators that can play music from MP3 players or satellite radios. Not to be outdone, LG Electronics plans to offer refrigerators with a 15-inch LCD HDTV for TV and video playback.3
• Thousands of companies are employing Webcasts to inform and educate potential customers about their products and services.
• High technology companies such as Boeing use a wide range of telecommunications technologies to support their business and collaborate with people from inside and outside the company. Boeing has created the LabNet to connect the various Boeing Labs and customers that test concepts and features under development. The LabNet enables all participants to visualize live, simulated, and computer-generated fighter jets as they demonstrate their performance under various test scenarios.4
AN OVERVIEW OF TELECOMMUNICATIONS
Telecommunications refers to the electronic transmission of signals for communications, by means such as telephone, radio, and television. Telecommunications is creating profound changes in business because it lessens the barriers of time and distance. Advances in telecom- munications technology allow us to communicate rapidly with business partners, clients, and coworkers almost anywhere in the world. Telecommunications also reduces the amount of time needed to transmit information that can drive and conclude business actions. Telecom- munications not only is changing the way organizations operate, but the nature of commerce itself. As networks connect to one another and transmit information more freely, a compet- itive marketplace demands excellent quality and service from all organizations.
Figure 6.1 shows a general model of telecommunications. The model starts with a sending unit (1) such as a person, a computer system, a terminal, or another device that originates the message. The sending unit transmits a signal (2) to a telecommunications device (3). The telecommunications device—a hardware component that facilitates elec- tronic communication—performs many tasks, which can include converting the signal into a different form or from one type to another. The telecommunications device then sends the signal through a medium (4). A telecommunications medium is any material substance that carries an electronic signal to support communications between a sending and receiving device. Another telecommunications device (5) connected to the receiving device (6) receives the signal. The process can be reversed, and the receiving unit (6) can send a message to the original sending unit (1). An important characteristic of telecommunications is the speed at which information is transmitted, which is measured in bits per second (bps). Common speeds are in the range of thousands of bits per second (Kbps) to millions of bits per second (Mbps) and even billions of bits per second (Gbps).
A telecommunications protocol defines the set of rules that governs the exchange of information over a communications medium. The goal is to ensure fast, efficient, error-free communications and to enable hardware, software, and equipment manufacturers and service providers to build products that interoperate effectively. The Institute of Electrical and Elec- tronics Engineers (IEEE) is a leading standards-setting organization whose IEEE 802 network standards are the basis for many telecommunications devices and services. The International Telecommunication Union (ITU) is a specialized agency of the United Nations with
telecommunications medium Any material substance that carries an electronic signal and serves as an interface between a sending device and a receiving device.
telecommunications protocol A set of rules that governs the exchange of information over a com- munications medium.
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headquarters in Geneva, Switzerland. The international standards produced by the ITU are known as Recommendations and carry a high degree of formal international recognition.
Communications between two people can occur synchronously or asynchronously. With synchronous communications, the receiver gets the message instantaneously, when it is sent. Voice and phone communications are examples of synchronous communications. With asynchronous communications, the receiver gets the message after some delay—sometimes hours or days after the message is sent. Sending a letter through the post office or e-mail over the Internet are examples of asynchronous communications. Both types of communications are important in business.
Using telecommunications can help businesses solve problems, coordinate activities, and capitalize on opportunities. To use telecommunications effectively, you must carefully analyze telecommunications media and devices.
Telecommunications technology enables business people to communicate with coworkers and clients from remote locations.
(Source: © BananaStock / Alamy.)
Basic Telecommunications Channel Characteristics The transmission medium carries messages from the source of the message to its receivers. A transmission medium can be divided into one or more telecommunications channels, each capable of carrying a message. Telecommunications channels can be classified as simplex, half-duplex, or full-duplex.
A simplex channel can transmit data in only one direction and is seldom used for business telecommunications. Doorbells and the radio operate using a simplex channel. A half-duplex channel can transmit data in either direction, but not simultaneously. For example, A can begin transmitting to B over a half-duplex line, but B must wait until A is finished to transmit back to A. Personal computers are usually connected to a remote computer over a half-duplex channel. A full-duplex channel permits data transmission in both directions at the same time, so a full-duplex channel is like two simplex channels. Private leased lines or two standard phone lines are required for full-duplex transmission.
synchronous communications A form of communications where the receiver gets the message instantaneously, when it is sent.
asynchronous communications A form of communications where the receiver gets the message after some delay—sometimes hours or days after the message is sent.
simplex channel A communications channel that can transmit data in only one direction.
half-duplex channel A communications channel that can transmit data in either direction, but not simultaneously.
full-duplex channel A communications channel that permits data transmission in both directions at the same time, so a full-duplex channel is like two sim- plex channels.
Signal (2)
Sending computer system and
equipment (1)
Telecommunications device (3)
Receiving computer system and
equipment (6)
Telecommunications device (5)
Medium (4)
Signal (2)
Signal (2)
Medium (4)
Medium (4)
Figure 6.1
Elements of a Telecommunications System Telecommunications devices relay signals between computer systems and transmission media.
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Channel Bandwidth In addition to the direction of data flow supported by a telecommunications channel, you must consider the speed at which data can be transmitted. Telecommunications channel bandwidth refers to the rate at which data is exchanged, usually measured in bits per second (bps)—the broader the bandwidth, the more information can be exchanged at one time. Broadband communications is a relative term but generally means a telecommunications system that can exchange data very quickly. For example, for wireless networks, broadband lets you send and receive data at a rate greater than 1.5 Mbps.
Telecommunications professionals consider the capacity of the channel when they rec- ommend transmission media for a business. In general, today’s organizations need more bandwidth for increased transmission speed to carry out their daily functions. Another key consideration is the type of telecommunications media to use.
Telecommunications Media Each telecommunications media type can be evaluated according to characteristics such as cost, capacity, and speed. In designing a telecommunications system, the transmission media selected depends on the amount of information to be exchanged, the speed at which data must be exchanged, the level of concern for data privacy, whether the users are stationary or mobile, and many other business requirements. The transmission media are selected to sup- port the goals of the information and organizational systems at the lowest cost, but still allow for possible modifications should your business requirements change. Transmission media can be divided into two broad categories: guided transmission media, in which telecommu- nications signals are guided along a solid medium, and wireless, in which the telecommuni- cations signal is broadcast over airwaves as a form of electromagnetic radiation.
Guided Transmission Media Types Guided transmission media are available in many types. Table 6.1 summarizes the guided media types by physical media type. These guided transmission media types are discussed in the sections following the table.
Twisted-pair wire Twisted pairs of copper wire, shielded or unshielded
Media Type Description
Used for telephone service; widely available
Transmission speed and distance limitations
Advantages Disadvantages
Coaxial cable Inner conductor wire surrounded by insulation
Cleaner and faster data transmission than twisted-pair wire
More expensive than twisted-pair wire
Fiber-optic cable Many extremely thin strands of glass bound together in a sheathing; uses light beams to transmit signals
Diameter of cable is much smaller than coaxial; less distortion of signal; capable of high transmission rates
Expensive to purchase and install
Broadband over power lines
Data is transmitted over standard high- voltage power lines
Can provide Internet service to rural areas where cable and phone service may be nonexistent
Can be expensive and may interfere with ham radios and police and fire communications
Table 6.1
Guided Transmission Media Types
Twisted-Pair Wire Twisted-pair wire contains two or more twisted pairs of wire, usually copper (see Figure 6.2). Proper twisting of the wire keeps the signal from “bleeding” into the next pair and creating electrical interference. Because the twisted-pair wires are insulated, they can be placed close together and packaged in one group. Hundreds of wire pairs can be grouped into one large wire cable.
Twisted-pair wires are classified by category (Category 1, 2, 3, 4, 5, 5E, and 6). The lower categories are used primarily in homes. Higher categories are used in networks and can carry data at higher speeds. For example, 10 Gigabit Ethernet is a standard for transmitting data in full-duplex mode at the speed of 10 billion bits per second for limited distances over category 5 or 6 twisted-pair wire. The 10 Gigabit Ethernet cable can be used for the
channel bandwidth The rate at which data is exchanged over a telecommunications channel, usually measured in bits per second (bps).
broadband communications A telecommunications system in which a very high rate of data exchange is possible.
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high-speed links that connect groups of computers or to move data stored in large databases on large computers to stand-alone storage devices.
The Niagara Falls Bridge Commission (NFBC) is a joint United States and Canadian agency that monitors three border crossings spanning the Niagara River between western New York State and southern Ontario. NFBC also operates a fourth site that processes more than seven million border crossings per year. The NFBC relies on a 10 Gigabit Ethernet network to carry video and other data from border locations to its operations center in Lewiston, New York. Video data from 170 cameras is used to support monitoring for unusual or suspicious activity along the border as well as to manage the flow of traffic.5
Coaxial Cable Figure 6.2 (middle) also shows a typical coaxial cable, similar to that used in cable television installations. When used for data transmission, coaxial cable falls in the middle of the guided transmission media in terms of cost and performance. The cable itself is more expensive than twisted-pair wire but less than fiber-optic cable (discussed next). However, the cost of in- stallation and other necessary communications equipment makes it difficult to compare the total costs of each medium. Coaxial cable offers cleaner and crisper data transmission (less noise) than twisted-pair wire. It also offers a higher data transmission rate.
Cable companies are aggressively courting customers for telephone service, enticing them away from the phone companies by bundling Internet and phone services along with TV. For example, Comcast provides new movies on demand the same day as the DVD release to its more than 24 million subscribers through its Project Infinity.6
Fiber-Optic Cable Fiber-optic cable, consisting of many extremely thin strands of glass or plastic bound together in a sheathing (also known as a jacket), transmits signals with light beams (see Figure 6.2, right). These high-intensity light beams are generated by lasers and are conducted along the transparent fibers. These fibers have a thin coating, called cladding, which effectively works like a mirror, preventing the light from leaking out of the fiber. The much smaller diameter of fiber-optic cable makes it ideal when there is no room for bulky copper wires—for example, in crowded conduits, which can be pipes or spaces carrying both electrical and communica- tions wires. Fiber-optic cable and associated telecommunications devices are more expensive to purchase and install than their twisted-pair wire counterparts, although the cost is decreasing.
Verizon has been building a fiber-optic network since 2004 at a budgeted cost of $18 billion. This has required Verizon crews to remove traditional twisted-pair wires used to carry
Figure 6.2
Types of Guided Transmission Media Twisted-pair wire (left), coaxial cable (middle), fiber-optic cable (right)
(Source: © Greg Pease/Getty Images.)
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phone calls and replace them with hair-thin strands of optical fiber in thousands of towns and cities. When complete, the Verizon Fiber Optic Service (FiOS) network will take fiber directly to subscribers’ homes and provide downstream connection speeds (the speed that data is transmitted to your computer) of 5 Mbps to 50 Mbps. The network will be used to deliver high-speed Internet connection, telephone service, and TV including video on de- mand. Verizon hopes that the new infrastructure will enable it to win customers from the cable companies.7
Broadband over Power Lines Many utilities, cities, and organizations are experimenting with broadband over power lines (BPL) to provide Internet access to homes and businesses over standard high-voltage power lines. This form of BPL is called access BPL. A system called in-premise BPL can be used to create a local area network using the building’s wiring. A potential problem with BPL is that transmitting data over unshielded power lines can interfere with both amateur (ham) radio broadcasts and police and fire radios. However, BPL can provide Internet service in rural areas where broadband access has lagged because electricity is more prevalent in homes than cable or even telephone lines.
The U.S. Transportation Security Administration is testing the use of in-premise BPL at selected airports to connect airport passenger and other screening systems, cameras at ticket counters, and passport readers.8 To access the Internet, BPL users connect their computer to a special hardware device that plugs into any electrical wall socket. Comtrend Corporation offers a PowerGrid 904 adapter that enables data transmission speeds of up to 400 Mbps.9
Wireless Communications Options Wireless communications coupled with the Internet is revolutionizing how and where we gather and share information, collaborate in teams, listen to music or watch video, and stay in touch with our families and coworkers while on the road. With wireless capability, a coffee shop can become our living room and the bleachers at a ball park can become our office. The many advantages and freedom provided by wireless communications are causing many or- ganizations to consider moving to an all-wireless environment. Shopanista, a shuttle for shoppers in Los Angeles, California, made the decision to move to wireless after tiring of the hassles of moving wired devices.10
Wireless transmission involves the broadcast of communications in one of three frequency ranges: radio, microwave, or infrared frequencies, as shown in Table 6.2. In some cases, the use of wireless communications is regulated and the signal must be broadcast within a specific frequency range to avoid interference with other wireless transmissions. For example, radio and TV stations must gain approval to use a certain frequency to broadcast their signals. In those cases where wireless communications are not regulated, there is a high potential for interference between signals.
Technology Description Advantages Disadvantages
Radio frequency range
Operates in the 3KHz–300 MHz range
Supports mobile users; costs are dropping
Signal highly susceptible to interception
Avoids cost and effort to lay cable or wires; capable of high-speed transmission
Must have unobstructed line of sight between sender and receiver; signal highly susceptible to interception
Infrared frequency range
Signals in the 300 GHz–400 THz frequency range sent through air as light waves
Lets you move, remove, and install devices without expensive wiring
Must have unobstructed line of sight between sender and receiver; transmission effective only for short distances
Microwave— terrestrial and satellite frequency range
High-frequency radio signal (300 MHz–300 GHz) sent through atmosphere and space (often involves communications satellites)
Table 6.2
Frequency Ranges Used for Wireless Communications
With the spread of wireless network technology to support devices such as PDAs, mobile computers, and cell phones, the telecommunications industry needed new protocols to define how these hardware devices and their associated software would interoperate on the networks provided by telecommunications carriers. Today more than 70 active groups set standards
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at a regional, national, and global level resulting in a dizzying array of communications stan- dards and options.11 Some of the more widely used wireless communications options are discussed next.
Short Range Wireless Options Many wireless solutions provide communications over very short distances including near field communications, Bluetooth, ultra wideband, infrared transmission, and Zigbee.
Near Field Communication (NFC) Near Field Communication (NFC) is a very short-range wireless connectivity technology designed for cell phones and credit cards. With NFC, consumers can wave their credit cards or even cell phones within a few inches of point-of-sale terminals to pay for purchases. Con- sumers are using the technology in Germany and Austria, and pilot projects are being conducted in London, Singapore, the Netherlands, and Finland. In the United States, MasterCard and Visa are testing devices with embedded NFC and are looking for partners to explore the widespread use of NFC technology in phones and credit cards.12
Bluetooth Bluetooth is a wireless communications specification that describes how cell phones, com- puters, personal digital assistants, printers, and other electronic devices can be interconnected over distances of 10–30 feet at a rate of about 2 Mbps. Bluetooth enables users of multi- functional devices to synchronize with information in a desktop computer, send or receive faxes, print, and, in general, coordinate all mobile and fixed computer devices. The Bluetooth technology is named after the tenth century Danish King Harald Blatand, or Harold Blue- tooth in English. He had been instrumental in uniting warring factions in parts of what is now Norway, Sweden, and Denmark—just as the technology named after him is designed to allow collaboration between differing devices such as computers, phones, and other elec- tronic devices.
All types of businesses find Bluetooth technology helpful. For example, MedicMate is a mobile software developer with an application designed for medical professionals who can’t carry patient files from one patient or facility to another. The application is also intended for institutions who want to provide electronic patient or pharmaceutical data wirelessly, but have not implemented broadband infrastructure. The application runs on any mobile handset with a touch screen and the Windows Mobile 2003 operating system. With it, the user can create or display patient data, problem lists, sticky notes, and patient alarms. The application works with infrared or Bluetooth technology to send and receive data wirelessly.13
Ultra Wideband (UWB) Ultra wideband (UWB) is a wireless communications technology that transmits large amounts of digital data over short distances of up to 30 feet using a wide spectrum of fre- quency bands and very low power. Ultra wideband has the potential to replace Bluetooth’s 2 Mbps transmission speed with 400 Mbps rates for wirelessly connecting printers and other devices to desktop computers or enabling completely wireless home multimedia networks.14 The manufacturers of electronic entertainment devices are particularly interested in the use of UWB. With UWB, a digital camcorder could play a just-recorded video on an HDTV without anyone having to fiddle with wires. A portable MP3 player could stream audio to high-quality surround-sound speakers anywhere in the room. A mobile computer user could wirelessly connect to a digital projector in a conference room to deliver a presentation.
Infrared Transmission Infrared transmission sends signals at a frequency of 300 GHz and above. Infrared trans- mission requires line-of-sight transmission and short distances—such as a few yards. Infrared transmission allows handheld computers to transmit data and information to larger com- puters within the same room and to connect a display screen, printer, and mouse to a computer.
Near Field Communication (NFC) A very short-range wireless connec- tivity technology designed for cell phones and credit cards.
Bluetooth A wireless communications specifi- cation that describes how cell phones, computers, faxes, personal digital assistants, printers, and other electronic devices can be interconnected over distances of 10–30 feet at a rate of about 2 Mbps.
ultra wideband (UWB) A wireless communications tech- nology that transmits large amounts of digital data over short distances of up to 30 feet using a wide spectrum of frequency bands and very low power.
infrared transmission A wireless communications tech- nology that operates at a frequency of 300 GHz and above that requires line-of-sight transmission and operates over short distances— such as a few yards.
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The Apple Remote is a remote control device made for use with Apple infrared products. It has six buttons: Menu, Play/Pause, Volume Up, Volume Down, Previous/Rewind, and Next/Fast-Forward. The new Mac Mini features an infrared port designed to work with the Apple Remote and support Front Row, a multimedia application that allows users to access shared iTunes and iPhoto libraries and video throughout their homes.
Zigbee Zigbee is a form of wireless communications frequently used in security systems and heating and cooling control systems. Zigbee is a relatively low-cost technology and requires little power, which allows longer life with smaller batteries.
Energy Optimizers, Ltd, a company in the United Kingdom, has developed a plug-in electricity meter called the Plogg that can monitor the energy usage of appliances. The device uses the Zigbee protocol to collect data from refrigerators, air conditioners, and other appli- ances and relay it to a central server via the Internet. Should an appliance be left on after hours, the Plogg can alert someone or turn the device down or off.15
Medium Range Wireless Options Wi-Fi is a wireless telecommunications technology brand owned by the Wi-Fi Alliance, which consists of about 300 technology companies including AT&T, Dell, Microsoft, Nokia, and Qualcomm. The alliance exists to improve the interoperability of wireless local area network products based on the IEEE 802.11 series of telecommunications standards.
With a Wi-Fi wireless network, the user’s computer, smartphone, or personal digital assistant has a wireless adapter that translates data into a radio signal and transmits it using an antenna. A wireless access point, which consists of a transmitter with an antenna, receives the signal and decodes it. The access point then sends the information to the Internet over a wired connection (see Figure 6.3). When receiving data, the wireless access point takes the information from the Internet, translates it into a radio signal, and sends it to the device’s wireless adapter. These devices typically come with built-in wireless transmitters and software to enable them to alert the user to the existence of a Wi-Fi network. The area covered by one or more interconnected wireless access points is called a “hot spot.” Current Wi-Fi access points have a maximum range of about 300 feet outdoors and 100 feet within a dry-walled building. Wi-Fi has proven so popular that hot spots are popping up in places such as airports, coffee shops, college campuses, libraries, and restaurants.
Existing wired network
Wireless network
Cable modem/routerWireless access point
Internet
Data transmitted and received through airwaves
Figure 6.3
Wi-Fi Network
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Over 100 U.S. city governments have implemented municipal Wi-Fi networks for use by meter readers and other municipal workers and to partially subsidize Internet access to their citizens and visitors. Supporters of the networks believe that the presence of such net- works stimulates economic development by attracting new businesses. Critics doubt the long- term viability of municipal Wi-Fi networks because the technology cannot easily handle rapidly increasing numbers of users. Also, because municipal Wi-Fi networks use an unli- censed bandwidth available to any user and they operate at up to 30 times the power of existing home and business Wi-Fi networks, critics claim interference is inevitable with these networks. Competing Internet service providers (cable, telephone, and satellite, for example) complain that municipal Wi-Fi networks are subsidized to such an extent that they have an unfair competitive cost advantage.
Municipal Wi-Fi network projects for San Francisco, Chicago, Philadelphia, St. Louis, and Houston were delayed or cancelled as the costs of the projects became too high for both the cities involved and the builders of the networks.16 Many of the other existing municipal Wi-Fi networks have failed to achieve their goals for number of subscribers.17 On the other hand, when Denver International Airport switched its public Wi-Fi offering from paid ($7.95 per day) to advertising supported, the number of users increased ten-fold with some 8,000 connections to the network each day.18
Several airlines plan to offer passengers with Wi-Fi enabled devices access to the Internet, e-mail, and stored in-flight entertainment.19 Surveys have shown that 80 percent of business travelers and over 50 percent of leisure travelers want onboard Internet access. Southwest spokeswoman Whitney Eichinger says, “We hope that the Internet will be expected on airplanes just as it’s expected in a hotel or coffee shop.”20
Wide Area Wireless Network Options Many solutions provide wide area network options including satellite and terrestrial microwave transmission, wireless mesh, 3G, 4G, and WiMAX.
Microwave Transmission Microwave is a high-frequency (300 MHz–300 GHz) signal sent through the air (see Figure 6.4). Terrestrial (Earth-bound) microwaves are transmitted by line-of-sight devices, so that the line of sight between the transmitter and receiver must be unobstructed. Typically, microwave stations are placed in a series—one station receives a signal, amplifies it, and retransmits it to the next microwave transmission tower. Such stations can be located roughly 30 miles apart before the curvature of the Earth makes it impossible for the towers to “see one another.” Microwave signals can carry thousands of channels at the same time.
Microwave relay
station
Microwave relay
station Microwave
relay station
Earth
Line-of-sight path
(About 30 miles)
Figure 6.4
Microwave Communications Because they are line-of-sight transmission devices, microwave dishes are frequently placed in relatively high locations, such as atop mountains, towers, or tall buildings.
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A communications satellite also operates in the microwave frequency range (see Figure 6.5). The satellite receives the signal from the Earth station, amplifies the relatively weak signal, and then rebroadcasts it at a different frequency. The advantage of satellite commu- nications is that it can receive and broadcast over large geographic regions. Such problems as the curvature of the Earth, mountains, and other structures that block the line-of- sight microwave transmission make satellites an attractive alternative. Geostationary, low earth orbit, and small mobile satellite stations are the most common forms of satellite communications.
Communications satellite
Microwave station
Microwave station
Earth
Approximately 22,000 miles
Figure 6.5
Satellite Transmission Communications satellites are relay stations that receive signals from one Earth station and rebroadcast them to another.
A geostationary satellite orbits the Earth directly over the equator, approximately 22,300 miles above the Earth so that it appears stationary. The U.S. National Weather Service relies on the Geostationary Operational Environmental Satellite program for weather imagery and quantitative data to support weather forecasting, severe storm tracking, and meteorological research.
A low earth orbit (LEO) satellite system employs many satellites, each in an orbit at an altitude of less than 1,000 miles. The satellites are spaced so that, from any point on the Earth at any time, at least one satellite is on a line of sight.
A very small aperture terminal (VSAT) is a satellite ground station with a dish antenna smaller than 3 meters in diameter. News organizations employ VSAT dishes that run on battery power to quickly establish communications and transmit news stories from remote locations. Many people are also investing in VSAT technology in their homes to receive TV and send and receive computer communications.
Kerr-McGee is the largest independent oil producer and leaseholder in the deep waters of the Gulf of Mexico. The firm implemented a VSAT-based communications system to enable drilling rig crews to communicate reliably with each other, the main office, and friends and family back home. The network can also be used to share data and video of underwater pipelines with technical experts at headquarters and regional offices so that faster and better operational decisions can be made.21
Wireless Mesh Wireless mesh uses multiple Wi-Fi access points to link a series of interconnected local area networks to form a wide area network capable of serving a large campus or entire city. Com- munications are routed among network nodes by allowing for continuous connections and reconfiguration around blocked paths by “hopping” from node to node until a connection can be established. Mesh networks are very robust: If one node fails, all the other nodes can still communicate with each other, directly or through one or more intermediate nodes.
wireless mesh A way to route communications between network nodes (computers or other devices) by allowing for continuous connections and recon- figuration around blocked paths by “hopping” from node to node until a connection can be established.
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The city of Tempe, Arizona implemented a mesh network to provide broadband wireless access for residents, visitors, students, and mobile workers on their laptop, PDA, or smart- phone. The network has not been widely accepted—it has 1,000 outdoor access points but only 500 subscribers.22
3G Wireless Communications The International Telecommunications Union (ITU) established a single standard for cel- lular networks in 1999. The goal was to standardize future digital wireless communications and allow global roaming with a single handset. Called IMT-2000, now referred to as 3G, this standard provides for faster transmission speeds in the range of 2–4 Mbps. Originally, 3G was supposed to be a single, unified, worldwide standard, but the 3G standards effort split into several different standards. One standard is the Universal Mobile Telephone System (UMTS), which is the preferred solution for European countries that use Global System for Mobile (GSM) communications. GSM is the de facto wireless telephone standard in Europe with more than 120 million users worldwide in 120 countries. Another 3G-based standard is Code-Division Multiple Access (CDMA), which is used in Australia, Canada, China, India, Israel, Mexico, South Korea, the United States, and Venezuela. The wide variety of 3G cellular communications protocols can support many business applications. The challenge is to enable these protocols to intercommunicate and support fast, reliable, global wireless communications.
3G wireless communication is useful for business travelers, people on the go, and people who need to get or stay connected. Although Wi-Fi is an option, 3G is preferable to mobile users concerned about the availability, cost, and security associated with the use of public Wi-Fi networks.
4G Wireless Communications 4G stands for fourth-generation broadband mobile wireless, which is expected to deliver more advanced versions of enhanced multimedia, smooth streaming video, universal access, portability across all types of devices, and eventually, worldwide roaming capability. 4G will also provide increased data transmission rates in the 20–40 Mbps range.
Pine Cellular, Pine Telephone, and Choctaw Electric are deploying Nortel 4G technology to provide homes and businesses in southeastern Oklahoma with reliable, wireless high-speed Internet. The network will provide low-cost, broad coverage and deliver wireless services to rural areas where construction of a wired network is less economical. The 4G services will be provided at no charge to the local police and fire departments and public schools.23
Worldwide Interoperability for Microwave Access (WiMAX) Worldwide Interoperability for Microwave Access (WiMAX) is the common name for a set of IEEE 802.16 wireless metropolitan area network standards that support various types of communications access. In many respects, WiMAX operates like Wi-Fi, only over greater distances and at faster transmission speeds. A WiMAX tower connects directly to the Internet via a high-bandwidth, wired connection. A WiMAX tower can also communicate with an- other WiMAX tower using a line-of-sight, microwave link. The distance between the WiMAX tower and an antenna can be as great as 30 miles. WiMAX can support data com- munications at a rate of 70 Mbps. Fewer WiMAX base stations are required to cover the same geographical area than when Wi-Fi technology is used. Mobile WiMAX refers to sys- tems built based on the 802.16e standard and provides both fixed and mobile access over the same network infrastructure. Fixed WiMAX is based on the 802.16-2004 standard designed to deliver communications to homes and offices, but it cannot support mobile users. WiMAX is considered a 4G service.
In mid-2008, Sprint Nextel combined its wireless broadband unit with Clearwire to create a new communications company whose goal is to build the first national WiMAX network bringing coverage to 120 million people by the end of 2010. AT&T and Verizon Wireless have chosen a different direction and plan to upgrade their wireless networks with a future technology called Long Term Evolution.24 To supply the necessary phones, computer chips, and other equipment, Sprint is working with Intel, Motorola, Nokia, and Samsung
Worldwide Interoperability for Microwave Access (WiMAX) The common name for a set of IEEE 802.16 wireless metropolitan area network standards that support dif- ferent types of communications access.
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to provide WiMAX-capable PC cards, gaming devices, laptops, cameras, and even phones. Sprint also plans to implement a business model much different from the typical cellular model. Sprint’s strategy is to allow any WiMAX-compliant device to run on its network. Users will be able to buy such devices at a variety of retail stores and will not be required to sign a contract with Sprint to use the network.25
Several countries are actively rolling out WiMAX networks. Aircel Business Solutions, one of the largest telecom groups in India, has completed a WiMAX network that covers 44 cities in India.26 SB Broadband in Sweden is building a WiMAX network to cover nine cities in southwest Sweden. The Telmex WiMAX network in Chile covers 98 percent of the pop- ulation. The general manager of Telmex, Eduardo Diaz Corona, stated, “We all know that in the world today, being connected [to the Internet] is not a luxury but a need. The tech- nology is no longer for the privileged few.”27
Most telecommunications experts agree that WiMAX is an attractive option for devel- oping countries with little or no wireless telephone infrastructure. However, it is not clear whether WiMAX will be as successful in developed countries such as the United States, where regular broadband is plentiful and cheap and 3G wireless networks already cover most major metropolitan areas.
WiMAX is a key component of Intel’s broadband wireless strategy to deliver innovative mobile platforms for “anytime, anywhere” Internet access. Intel has placed a large bet on the success of WiMAX and hopes to have 1.3 billion people using WiMAX to connect to the Internet by 2012.28 Higher-end notebook computers will have WiMAX technology that uses a chip called Rosedale. WiMAX cards that plug into a slot in the computer will also be available.29
Future Wireless Communications Developments In 1997, Congress enacted a law requiring that U.S. television stations move to all-digital broadcasts and abandon the analog spectrum available for analog signals in the 700 MHz frequency band used to carry UHF stations 52 to 69. A digital signal represents bits, whereas an analog signal is a variable signal continuous in both time and amplitude so that any small fluctuations in the signal are meaningful. In 2006, the government set a deadline of February 18, 2009 for all stations to cease analog broadcasting.30 This shift to digital broadcasting might have a long-term benefit to the public as it frees up portions of the 700 MHz frequency band so it can be reallocated for other purposes.
At the 700 MHz frequency, signals travel about four times farther than the signals at the higher frequencies used by Wi-Fi and WiMAX. Also, the lower frequency penetrates walls more effectively. Thus, it is hoped that the reuse of this spectrum by wireless communications providers will enable easier and less expensive deployment of broadband wireless networks, resulting in newer, less expensive, and more widespread high-speed networks for businesses and consumers.31 A portion of the 700 MHz spectrum is set aside for use by public safety agencies such as police and fire departments.32 Communications problems during the September 11, 2001, terrorist attacks on the U.S. and later disasters such as Hurricane Katrina illustrated the need for a national voice and data network for public safety agencies.
In another interesting development, Google formed a 34-member alliance consisting of hardware, software, and telecommunications companies to develop Android, a software development platform for mobile phones based on the Linux operating system that will likely compete with Apple’s popular iPhone,33 a combination mobile phone, widescreen iPod, and Internet access device to support e-mail and Web browsing. The iPhone can connect to the Internet either via Wi-Fi or AT&T’s Edge data network (considered to be a 2.5G network, not quite as fast as a 3G network).
digital signal A signal that represents bits.
analog signal A variable signal continuous in both time and amplitude so that any small fluctuations in the signal are meaningful.
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NETWORKS AND DISTRIBUTED PROCESSING
A computer network consists of communications media, devices, and software needed to connect two or more computer systems or devices. The computers and devices on the net- works are also called network nodes. After they are connected, the nodes can share data, information, and processing jobs. Increasingly, businesses are linking computers in networks to streamline work processes and enable employees to collaborate on projects. If a company uses networks effectively, it can grow into an agile, powerful, and creative organization, giving it a long-term competitive advantage. Organizations can use networks to share hardware, programs, and databases. Networks can transmit and receive information to improve orga- nizational effectiveness and efficiency. They enable geographically separated workgroups to share documents and opinions, which fosters teamwork, innovative ideas, and new business strategies.
Network Types Depending on the physical distance between nodes on a network and the communications and services it provides, networks can be classified as personal area, local area, metropolitan area, or wide area.
Personal Area Networks A personal area network (PAN) is a wireless network that connects information technology devices within a range of 33 feet or so. One device serves as the controller during wireless PAN initialization, and this controller device mediates communication within the PAN. The controller broadcasts a beacon that synchronizes all devices and allocates time slots for the devices. With a PAN, you can connect a laptop, digital camera, and portable printer without physical cables. You can download digital image data from the camera to the laptop and then print it on a high-quality printer—all wirelessly.
Ford and Microsoft collaborated to develop the Sync service for in-car communications and entertainment. The Sync service creates a wireless connection to cell phones and MP3 players. Sync enables car occupants to place “hands free” cell phone calls using voice com- mands. Users can also request specified songs from a connected media player using voice commands.34
Local Area Networks A network that connects computer systems and devices within a small area, such as an office, home, or several floors in a building is a local area network (LAN). Typically, LANs are
computer network The communications media, devices, and software needed to connect two or more computer systems or devices.
personal area network (PAN) A network that supports the interconnection of information technology within a range of 33 feet or so.
local area network (LAN) A network that connects computer systems and devices within a small area, such as an office, home, or several floors in a building.
Apple iPhone The iPhone is a combination mobile phone, widescreen iPod, and Internet access device.
(Source: Courtesy of Apple Computer.)
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wired into office buildings and factories (see Figure 6.6). Although LANs often use unshielded twisted-pair wire, other media—including fiber-optic cable—is also popular. Increasingly, LANs are using some form of wireless communications. You can build LANs to connect personal computers, laptop computers, or powerful mainframe computers.
Executive computers and devices
Production center computers and devices
Marketing and sales computers
and devices
Research and development
computers and devices
Finance and accounting computers and devices
Copy center, printing, and desktop publishing computers and devices
Figure 6.6
A Typical LAN All network users within an office building can connect to other users’ devices for rapid communication. For instance, a user in research and development could send a document from her computer to be printed at a printer in the desktop publishing center.
A basic type of LAN is a simple peer-to-peer network that a small business might use to share files and hardware devices such as printers. In a peer-to-peer network, you set up each computer as an independent computer, but let other computers access specific files on its hard drive or share its printer. These types of networks have no server. Instead, each computer is connected to the next machine. Examples of peer-to-peer networks include Windows for Workgroups, Windows NT, Windows 2000, and AppleShare. Performance of the computers on a peer-to-peer network is usually slower because one computer is actually sharing the resources of another computer.
With more people working at home, connecting home computing devices and equipment into a unified network is on the rise. Small businesses are also connecting their systems and equipment. A home or small business can connect network resources, computers, printers, scanners, and other devices. A person working on one computer, for example, can use data and programs stored on another computer’s hard disk. In addition, several computers on the network can share a single printer. To make home and small business networking a reality, many companies are offering networking standards, devices, and procedures.
Disneyland’s House of the Future in Tomorrowland features information technology designed to enhance everyday living. A LAN that senses the presence of people throughout the home is the key to making this all work. The lights, temperature, and even the paintings on the wall adjust to preset personal preferences as people enter and leave the rooms. If someone clicks on the remote, the network dims the lights, shuts off any music, and draws the shades in preparation for the TV to turn on. The network also enables people to easily transfer music, photos, and videos among computers and TVs throughout the home.35
Metropolitan Area Networks A metropolitan area network (MAN) is a telecommunications network that connects users and their computers in a geographical area that spans a campus or city. Most MANs have a range of roughly 30 to 90 miles. For example, a MAN might redefine the many networks within a city into a single larger network or connect several LANs into a single campus LAN.
The Miami-Dade Police Department consists of 3,000 officers and 1,500 civilians who serve and protect more than two million citizens over a 2,100 square mile area. The
metropolitan area network (MAN) A telecommunications network that connects users and their devices in a geographical area that spans a campus or city.
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department implemented a MAN to enable its officers to gain easy access to the data they need while staying mobile on the streets rather than behind a desk. Officers in cruisers connect to hot spots in station parking lots to gain access to the network. Here they can download reports and access local and national databases for fingerprints, mug shots, and other infor- mation about suspects. Officers can also participate in pretrial meetings via videoconferencing at their district stations and save the hours required to go downtown and meet face-to-face with prosecutors and others. Bob Reyes, the systems support manager, says: “We’re in the midst of a five-year plan. Much of what that involves is putting computers into the cars and providing our officers with timely upgrades, patches, and virus controls through wireless connectivity when they enter their district station areas without having to go inside or wait in line to plug into the network.”36
Wide area networks A wide area network (WAN) is a telecommunications network that connects large geographic regions. A WAN might be privately owned or rented and includes public (shared users) networks. When you make a long-distance phone call or access the Internet, you are using a WAN. WANs usually consist of computer equipment owned by the user, together with data communications equipment and telecommunications links provided by various carriers and service providers (see Figure 6.7).
North America
Figure 6.7
A Wide Area Network WANs are the basic long-distance networks used around the world. The actual connections between sites, or nodes (shown by dashed lines), might be any combination of guided and wireless media. When you make a long-distance telephone call or access the Internet, you are using a WAN.
WANs often provide communications across national borders, which involves national and international laws regulating the electronic flow of data across international boundaries, often called transborder data flow. Many countries, including those in the European Union, have strict laws limiting the use of telecommunications and databases, making normal busi- ness transactions such as payroll costly, slow, or even impossible.
Basic Processing Alternatives When an organization needs to use two or more computer systems, it can implement one of three basic processing alternatives: centralized, decentralized, or distributed. With centralized processing, all processing occurs in a single location or facility. This approach offers the highest degree of control because a single centrally managed computer performs all data
wide area network (WAN) A telecommunications network that ties together large geographic regions.
centralized processing Processing alternative in which all processing occurs at a single loca- tion or facility.
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processing. The Ticketmaster reservation service is an example of a centralized system. One central computer with a database stores information about all events and records the pur- chases of seats. Ticket clerks at various ticket selling locations can enter order data and print the results, or customers can place orders directly over the Internet.
With decentralized processing, processing devices are placed at various remote locations. Each processing device is isolated and does not communicate with any other processing device. Decentralized systems are suitable for companies that have independent operating units, such as 7-Eleven, where each of its 5,800 U.S. stores is managed to meet local retail conditions. Each store has a computer that runs over 50 business applications such as cash
With distributed processing, processing devices are placed at remote locations but are connected to each other via a network. One benefit of distributed processing is that managers can allocate data to the locations that can process it most efficiently. Kroger operates over 2,400 supermarkets, each with its own computer to support store operations such as customer checkout and inventory management. These computers are connected to a network so that sales data gathered by each store’s computer can be sent to a huge data repository on a mainframe computer for efficient analysis by marketing analysts and product supply chain managers.
The September 11, 2001, terrorist attacks and the current relatively high level of natural disasters such as Hurricane Katrina sparked many companies to distribute their workers, operations, and systems much more widely, a reversal of the previous trend toward central- ization. The goal is to minimize the consequences of a catastrophic event at one location while ensuring uninterrupted systems availability.
File Server Systems Users can share data through file server computing, which allows authorized users to down- load entire files from certain computers designated as file servers. After downloading data to a local computer, a user can analyze, manipulate, format, and display data from the file (see Figure 6.8).
File server computer
File downloaded to user
Figure 6.8
File Server Connection The file server sends the user the entire file that contains the data requested. The user can then analyze, manipulate, format, and display the downloaded data with a program that runs on the user’s personal computer.
Client/Server Systems In client/server architecture, multiple computer platforms are dedicated to special functions such as database management, printing, communications, and program execution. These platforms are called servers. Each server is accessible by all computers on the network. Servers can be computers of all sizes; they store both application programs and data files and are equipped with operating system software to manage the activities of the network. The server distributes programs and data to the other computers (clients) on the network as they request them. An application server holds the programs and data files for a particular application, such as an inventory database. The client or the server can do the processing.
A client is any computer (often a user’s personal computer) that sends messages requesting services from the servers on the network. A client can converse with many servers concur- rently. For example, a user at a personal computer initiates a request to extract data that resides in a database somewhere on the network. A data request server intercepts the request and determines on which database server the data resides. The server then formats the user’s
decentralized processing Processing alternative in which pro- cessing devices are placed at vari- ous remote locations.
distributed processing Processing alternative in which computers are placed at remote locations but are connected to each other via a network.
client/server An architecture in which multiple computer platforms are dedicated to special functions such as database management, printing, communications, and program execution.
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register operations, gasoline pump monitoring, and merchandising.
request into a message that the database server will understand. When it receives the message, the database server extracts and formats the requested data and sends the results to the client. The database server sends only the data that satisfies a specific query—not the entire file (see Figure 6.9). As with the file server approach, when the downloaded data is on the user’s machine, it can then be analyzed, manipulated, formatted, and displayed by a program that runs on the user’s personal computer.
Client
Server
Server
Client Server
Figure 6.9
Client/Server Connection Multiple computer platforms, called servers, are dedicated to special functions. Each server is accessible by all computers on the network. The client requests services from the servers, provides a user interface, and presents results to the user.
Table 6.3 lists the advantages and disadvantages of client/server architecture.
Moving applications from mainframe computers and terminal-to-host architecture to client/server architecture can yield significant savings in hardware and software support costs.
Advantages
Minimizes traffic on the network because only the data needed to satisfy a user query is moved from the database to the client device.
Security mechanisms can be implemented directly on the database server through the use of stored procedures.
Disadvantages
Moving to client/server architecture is a major two- to five-year conversion process.
Controlling the client/server environment to prevent unauthorized use, invasion of privacy, and viruses is difficult.
Using client/server architecture leads to a multivendor environment with problems that are difficult to identify and isolate to the appropriate vendor.
Table 6.3
Advantages and Disadvantages of Client/Server Architecture
Telecommunications Hardware Networks require various telecommunications hardware devices to operate including modems, multiplexers, front-end processors, private branch exchanges, switches, bridges, routers, and gateways.
Modems At each stage of the communications process, transmission media of differing types and capacities may be used. If you use an analog telephone line to transfer data, it can only accommodate an analog signal. Because a computer generates a digital signal represented by bits, you need a special device to convert the digital signal to an analog signal, and vice versa (see Figure 6.10). Translating data from digital to analog is called modulation, and translating data from analog to digital is called demodulation. Thus, these devices are modulation/ demodulation devices, or modems. Penril/Bay Networks, Hayes, Microcom, Motorola, and U.S. Robotics are modem manufacturers.
Modems can dial telephone numbers, originate message sending, and answer incoming calls and messages. Modems can also perform tests and checks on how well they are operating. Some modems can vary their transmission rates based on detected error rates and other conditions. Cellular modems in laptop personal computers allow people on the go to connect to wireless networks and communicate with other users and computers.
modem A telecommunications hardware device that converts (modulates and demodulates) communications signals so they can be transmitted over the communication media.
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With a cellular modem, you can connect to other computers while in your car, on a boat, or in any area that has cellular trans- mission service. You can use PC memory card expansion slots for standardized credit card-sized PC modem cards, which work like standard modems. PC modems are becoming increasingly popular with notebook and portable computer users.
Cable company network subscribers use a cable modem, which has a low initial cost and can transmit at speeds up to 10 Mbps. The cable modem is always on, so you can be connected to the Internet around the clock. Digital subscriber line (DSL) is a family of services that provides high-speed digital data com- munications service over the wires of the local telephone com- pany. Subscribers employ a DSL modem to connect their computers to this service.
Multiplexers A multiplexer is a device that combines data from multiple data sources into a single output signal that carries multiple channels, thus reducing the number of communications links needed and, therefore, lowering telecommunications costs (see Figure 6.11). Multiplexing is commonly used on long-distance phone lines, combining many individual phone calls onto a single long-distance line without affecting the speed or quality of an individual call. At the receiving end, a demultiplexer chooses the correct destination from the many possible des- tinations and routes each individual call to its correct destination.
Host computerFront-end processor
Multiplexer
Communications link
Figure 6.11
Use of a Multiplexer to Consolidate Data Communications onto a Single Communications Link
U.S. Bancorp is a financial services holding company that provides a wide range of services to banks, financial institutions, and government institutions. Its retail division is U.S. Bank, the sixth largest bank in the U.S. The firm uses multiplexers to create a nationwide fiber- optic network to connect its various communications centers.37
A cable modem can deliver network and Internet access at up to 10Mbps.
(Source: Courtesy of D-Link Systems, Inc.)
multiplexer A device that combines data from multiple data sources into a single output signal that carries multiple channels, thus reducing the number of communications links needed and therefore, lowering telecom- munications costs.
Analog transmission
Digital transmission
Digital transmission
Modem Modem
Figure 6.10
How a Modem Works Digital signals are modulated into analog signals, which can be carried over existing phone lines. The analog signals are then demodulated back into digital signals by the receiving modem.
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Front-End Processors Front-end processors are special-purpose computers that manage communications to and from a computer system serving hundreds or even thousands of users. They poll user devices to see if they have messages to send; facilitate efficient, error-free communications; perform message and transaction switching; multiplexing; transaction security; and end-to-end trans- action management and reporting—important functions needed to support mission critical transaction environments such as banking, point-of-sale, and healthcare applications. By performing this work, the front-end processor relieves the primary computer system of much of the overhead processing associated with telecommunications.
Private Branch Exchange (PBX) A private branch exchange (PBX) is a telephone switching exchange that serves a single organization. It enables users to share a certain number of outside lines (trunk lines) to make telephone calls to people outside the organization. This sharing reduces the number of trunk lines required, which reduces the organization’s telephone expense. With a PBX, you typically need to dial three or four digits to reach anyone else within the organization. The PBX can also provide many other functions such as voice mail, voice paging, three-way calling, call transfer, and call waiting. Centrex is a form of PBX with all switching occurring at the local telephone office instead of on the organization’s premises.
Switches, Bridges, Routers, and Gateways Telecommunications hardware devices switch messages from one network to another at high speeds. A switch uses the physical device address in each incoming message on the network to determine to which output port it should forward the message to reach another device on the same network. A bridge connects one LAN to another LAN that uses the same telecom- munications protocol. A router forwards data packets across two or more distinct networks toward their destinations through a process known as routing. Often, an Internet service provider (ISP) installs a router in a subscriber’s home that connects the ISP’s network to the network within the home. A gateway is a network device that serves as an entrance to another network.
Telecommunications Software A network operating system (NOS) is systems software that controls the computer systems and devices on a network and allows them to communicate with each other. The NOS performs the similar functions for the network as operating system software does for a com- puter, such as memory and task management and coordination of hardware. When network equipment (such as printers, plotters, and disk drives) is required, the NOS makes sure that
front-end processor A special-purpose computer that manages communications to and from a computer system serving hundreds or even thousands of users. private branch exchange (PBX) A telephone switching exchange that serves a single organization.
switch A telecommunications device that uses the physical device address in each incoming message on the net- work to determine to which output port it should forward the message to reach another device on the same network.
bridge A telecommunications device that connects one LAN to another LAN using the same telecommunications protocol.
router A telecommunications device that forwards data packets across two or more distinct networks toward their destinations, through a process known as routing.
gateway A telecommunications device that serves as an entrance to another network.
network operating system (NOS) Systems software that controls the computer systems and devices on a network and allows them to com- municate with each other.
Telecommunications networks require state-of-the-art computer software technology to continuously monitor the flow of voice, data, and image transmission over billions of circuit-miles worldwide.
(Source: © Roger Tully/Getty Images.)
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these resources are used correctly. Novell NetWare, Windows 2000, Windows 2003, and Windows 2008 are common network operating systems.
MySpace, the popular social networking Web site that offers an interactive, user- submitted network of friends, personal profiles, blogs, photos, music, and videos interna- tionally, was one of the first very busy Web sites to adopt the use of Windows Server 2008.
Because companies use networks to communicate with customers, business partners, and employees, network outages or slow performance can mean a loss of business. Network management includes a wide range of technologies and processes that monitor the network and help identify and address problems before they can create a serious impact.
Software tools and utilities are available for managing networks. With network- management software, a manager on a networked personal computer can monitor the use of individual computers and shared hardware (such as printers), scan for viruses, and ensure compliance with software licenses. Network-management software also simplifies the process of updating files and programs on computers on the network—a manager can make changes through a communications server instead of having to visit each individual computer. In addition, network-management software protects software from being copied, modified, or downloaded illegally and performs error control to locate telecommunications errors and potential network problems. Some of the many benefits of network-management software include fewer hours spent on routine tasks (such as installing new software), faster response to problems, and greater overall network control.
Today, most IS organizations use network management software to ensure that their network remains up and running and that every network component and application is performing acceptably. The software enables IS staff to identify and resolve fault and per- formance issues before they affect customers and service. The latest network-management technology even incorporates automatic fixes—the network-management system identifies a problem, notifies the IS manager, and automatically corrects the problem before anyone outside the IS department notices it.
T-Mobile Austria GmbH is a subsidiary of T-Mobile International and serves about one- third of all mobile users in Austria. Its infrastructure is highly diverse and includes a mix of hardware from Alcatel, Cisco, Ericsson, Hewlett-Packard, and Siemens using the Microsoft Windows NT and 2000, Solaris, HP-UX, and Linux operating systems. This collection of systems, hardware, and applications requires constant monitoring to detect potential device failures or system bottlenecks before they can generate customer complaints or service failures. “Tivoli Netcool service monitors our Internet services, our mobile radio networks, and most importantly, provides round-the-clock management of our host and server devices. This ensures that important applications will never fail without being noticed,” says Dr. Sabine Ringhofer, Senior Manager, Network Operations, T-Mobile Austria.38
Securing Data Transmission The interception of confidential information by unauthorized individuals can cause a com- promise of private information about employees or customers, reveal marketing or new product development plans, or cause organizational embarrassment. Organizations with widespread operations need a way to maintain the security of communications with em- ployees and business partners, wherever their facilities are located.
Guided media networks have an inherently secure feature; only devices physically at- tached to the network can access the data. Wireless networks, on the other hand, are surprisingly often configured by default to allow access to any device that attempts to “listen to” broadcast communications. Action must be taken to override the defaults.
Encryption of data is one approach taken to protect the security of communications over both wired and wireless networks. Encryption is the process of converting an original message into a form that can only be understood by the intended receiver. A key is a variable value that is applied (using an algorithm) to a set of unencrypted text to produce encrypted text or to decrypt encrypted text (see Figure 6.12). The key is chosen from one of a large number of possible encryption keys. The longer the key, the greater the number of possible encryption keys. An encryption protocol based on a 56-bit key, for example, has 256 different possible keys while one based on a 128-bit key has 2128 different possible keys. Of course, it is essential
network-management software Software that enables a manager on a networked desktop to monitor the use of individual computers and shared hardware (such as printers), scan for viruses, and ensure com- pliance with software licenses.
encryption The process of converting an origi- nal message into a form that can only be understood by the intended receiver.
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that the key be kept secret from possible interceptors. A hacker who obtains the key by whatever means can recover the original message from the encrypted data.
Figure 6.12
The Encryption Process
Encryption methods rely on the limitations of computing power for their security—if breaking a code requires too much computing power, even the most determined hacker cannot be successful. In an alarming breakthrough, two research groups in Australia and China working independently have built laser-based quantum computers that can implement Shor’s algorithm, a mathematical routine capable of cracking modern encryption methods. This development raises the potential that others could build such computers and break the codes that protect our national security secrets, banking transactions, and business data.39
Securing Wireless Networks WEP and WPA are the two main approaches to securing wireless networks such as Wi-Fi and WiMAX. Wired equivalent privacy (WEP) used encryption based on 64-bit key, which has been upgraded to a 128-bit key. WEP represents an early attempt at securing wireless communications and is not difficult for hackers to crack. Most wireless networks now employ the Wi-Fi Protected Access (WPA) security protocol that offers significantly improved pro- tection over WEP.
The following steps, while not foolproof, help safeguard a wireless network:
• Connect to the router and change the default logon (admin) and password (password) for the router. These defaults are widely known by hackers.
• Create a service set identifier (SSID). This is a 32-character unique identifier attached to the header portion of packets sent over a wireless network that differentiates one network from another. All access points and devices attempting to connect to the network must use the same SSID.
• Configure the security to WEP or WPA, preferably WPA if all devices connected to the network are WPA compatible. Surprisingly, many routers are shipped with encryption turned off.
• Disable SSID broadcasting. By default, wireless routers broadcast a message communicating the SSID so wireless devices within range (such as a laptop) can identify and connect to the wireless network. If a device doesn’t know the wireless network’s SSID, it cannot connect. Disabling the broadcasting of the SSID will discourage all but the most determined and knowledgeable hackers.
• Configure each wireless computer on the network to access the network by setting the security to WEP or WPA and entering the same password entered to the router.
War driving involves hackers driving around with a laptop and antenna trying to detect insecure wireless access points. Once connected to such a network, the hacker can gather enough traffic to analyze and crack the encryption. On a WEP-encrypted network and with 85,000 packets to analyze, there is about a 95 percent probability that the hacker can crack the code in less than two minutes using the program aircrack-ptw running on an ordinary Pentium personal computer.40 This approach was probably used to swipe data on some 45 million credit and debit card customers of TJX, the parent company of T.J. Maxx, Marshalls, Winners, Home Goods, and other retailers.41
Wired equivalent privacy (WEP) An early attempt at securing wire- less communications based on encryption using a 64- or 128-bit key that is not difficult for hackers to crack.
Wi-Fi Protected Access (WPA) A security protocol that offers significantly improved protection over WEP.
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Encryption software or hardware
Decryption software or hardware
Encrypted text Unencrypted text
Hello John Original message: Hello John
Ciphertext ?8AA;7%Bx
Other Encryption Methods Data Encryption Standard (DES) is an early data encryption standard developed in the 1970s that uses a 56-bit private key algorithm. Today’s computers can crack the DES code in a matter of minutes.42 As a result, the Triple-DES algorithm was developed. This algorithm encrypts the data with one 56-bit key and then encrypts it a second time with a different 56-bit key. The result is encrypted a third time using the original 56-bit key.43
State and federal regulatory requirements do not allow banks to use wireless communi- cations without an approved encryption system to protect communications. ERF Wireless is a communications service provider whose broadband wireless service called BankNet meets these requirements for several financial institutions in Texas, Missouri, and Louisiana. The system is based on use of Triple-DES encryption and can transmit data at 10 Mbps.44
Advanced Encryption Standard (AES) is an extremely strong data encryption standard sponsored by the National Institute of Standards and Technology based on a key size of 128 bits, 192 bits, or 256 bits. It replaces DES and can encrypt data much faster than Triple- DES. It is used to send and receive unclassified material by U.S. government agencies and may eventually become the encryption standard for commercial transactions in the private sector. If a computer could crack a DES key in one second, it would take that machine approximately 149 trillion years to crack a 128-bit AES key. To put that into perspective, the universe is believed to be less than 20 billion years old.
Encryption for the U.S. military and other classified communications is handled by other secret algorithms.
Virtual Private Network (VPN) The use of a virtual private network is another means used to secure the transmission of communications. A virtual private network (VPN) is a private network that uses a public network (usually the Internet) to connect multiple remote locations. A VPN provides net- work connectivity over a potentially long physical distance and thus can be considered a form of wide area network. VPNs support secure, encrypted connections between a company’s private network and remote users through a third-party service provider. Telecommuters, salespeople, and frequent travelers find the use of a VPN to be a safe, reliable, low-cost way to connect to the corporate intranet.
ROI, the Dutch Institute for Public Administration, provides training programs for gov- ernment agencies. Each year its 400-plus employees train thousands of civil servants in the Netherlands and throughout Europe. Much of the information customers share with ROI is highly confidential so that IT security is critical. The bulk of ROI employees do not work at the headquarters in The Hague. To access data stored there, they use a VPN to commu- nicate with each other and to share customer information confidentially.45
Often users are provided with a security token that displays a constantly changing pass- word to log onto the VPN. This solution avoids the problem of users forgetting their pass- word while providing added security through use of a password constantly changing every 30–60 seconds. Technological and Commercial joint-stock Bank (Techcombank) is one of Vietnam’s largest and fastest growing banks with 110 branches and offices in 20 provinces and cities. Over 100,000 customers access its services online via a secure Web site. The customer’s identity is verified using two parameters: the customer-created password and a one-time six-digit secure password generated by an RSA SecurID security token. This two- factor security solution is considered to be an extremely secure and strong approach to Internet banking consistent with global best practices.46
TELECOMMUNICATIONS SERVICES AND NETWORK APPLICATIONS
Telecommunications and networks are a vital part of today’s information systems. In fact, it is hard to imagine how organizations could function without them. For example, when a
Data Encryption Standard (DES) An early data encryption standard developed in the 1970s that uses a 56-bit private key algorithm.
Advanced Encryption Standard (AES) An extremely strong data encryption standard sponsored by the National Institute of Standards and Technol- ogy based on a key size of 128 bits, 192 bits, or 256 bits.
virtual private network (VPN) A private network that uses a public network (usually the Internet) to connect multiple remote locations.
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business needs to develop an accurate monthly production forecast, a manager simply down- loads sales forecast data gathered directly from customer databases. Telecommunications provides the network link, allowing the manager to access the data quickly and generate the production report, which supports the company’s objective of better financial planning. This section looks at some of the more significant telecommunications services and network applications.
Cellular Phone Services Cellular phones operate using radio waves to provide two-way communications. The cell phone has become ubiquitous and is an essential part of life in the twenty-first century. It is estimated that approximately 170 million landlines were in use in the U.S. at the end of 2007, compared to 250 million cell phones—including residential and business cell phones.47 In the United States, the largest wireless license holders run mobile networks that are in near-constant transition; these companies include AT&T, Nextel, Sprint PCS, T- Mobile, and Verizon.
With cellular transmission, a local area such as a city is divided into cells. As a person with a cellular device such as a mobile phone moves from one cell to another, the cellular system passes the phone connection from one cell to another (see Figure 6.13). The signals from the cells are transmitted to a receiver and integrated into the regular phone system. Cellular phone users can thus connect to anyone who has access to regular phone service, such as a child at home or a business associate in London. They can also contact other cellular phone users. Because cellular transmission uses radio waves, people with special receivers can listen to cellular phone conversations, so they are not secure.
(2)
(1)
(3)
(5)
(4)
Figure 6.13
A Typical Cellular Transmission Scenario Using a cellular car phone, the caller dials the number (1). The signal is sent from the car’s antenna to the low-powered cellular antenna located in that cell (2). The signal is sent to the regional cellular phone switching office, also called the mobile telephone switching office (MTSO) (3). The signal is switched to the local telephone company switching station closest to the call destination (4). Now integrated into the regular phone system, the call is switched to the number originally dialed (5), all without the need for operator assistance.
Increasingly, workers rely on their mobile phones as their primary business phones. However, they frequently encounter problems with poor in-building coverage and find it difficult to place calls or conduct an extended conversation. A picocell is a miniature cellular base station designed to serve a very small area such as part of a floor inside a building. Many communications companies now offer picocell solutions to boost cell phone signals (e.g., the Spotwave Zen)48 or enable the cell phone to operate over other wireless networks (e.g., RadioFrame Picocell and Femtocell Base Stations), thus guaranteeing a strong, reliable cell signal.49 Picocells are being installed to provide service on aircraft registered in European, Asian, and Middle Eastern countries to enable passengers to place calls and text messages. Picocells are also enabling aircraft crew to update approach charts and access management networks while parked at the gate.50 The Ethical and Societal Issues sidebar describes how data about cell phone usage can help direct drivers to avoid congested highways.
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ETHICAL AND SOCIETAL ISSUES
Bangalore Clears Congestion with Telecommuni- cations Bangalore is India’s third most populous city and the hub of the country’s information services industry; in fact, Bangalore is known as the Silicon Valley of India. Bangalore is host to many United States companies that outsource portions of their work- load. The crowded and congested Bangalore area is growing in population at exponential rates. The economy is booming as well. With many people moving to Bangalore, and with many residents able to afford a car for the first time, it is estimated that 700 new vehicles are being added to Bangalore’s crowded streets every day. Due to a chaotic traffic management system, the traffic in many areas of Bangalore grinds to a halt for hours each day.
Recently, the commissioner of police and traffic in Bangalore partnered with Indian cell phone giant Bharti Airtel and the geo- graphic information systems company Mapunity to harness the power of telecommunications and apply it to Bangalore’s traffic problems. The collaboration benefitted all partners.
Bharti Airtel, or Airtel for short, is India’s largest global system for mobile communications (GSM) cell phone carrier with 62 million subscribers. Airtel was experiencing a high rate of dropped calls in areas of Bangalore where traffic congestion was the most dense. Customers were not happy. Imagine being stuck in traffic for hours with no cell phone service. To resolve the prob- lem, Airtel constructed small cell towers to service only the areas of highway where traffic was the worst. The investment paid off. Hardly any calls were dropped during peak rush hour.
Bangalore’s police and traffic commissioner, M.N. Reddi, had a brilliant idea. He asked Airtel to provide his agency with stream- ing information on how many cell phones were connected to the network along Bangalore highways. Airtel could easily provide this information because of its recently installed mini towers. Reddi discovered that the number of cell phones in a given area was a perfect indicator of the number of cars on the highway and the level of traffic congestion.
Reddi contacted Mapunity, which uses Google Maps and geo- graphic information systems software from the N.S. Raghavan Center for Entrepreneurial Learning (NSRCEL), to build a system that employs cell phone usage data to inform police and com- muters of traffic conditions in real time. The system, called
Bangalore Transport Information System (BTIS), can be accessed on the Web at www.btis.in or through cell phone text messaging.
Having a finger on the pulse of Bangalore traffic has allowed BTIS to offer several services to commuters. At the Web site, com- muters can view traffic patterns on a map and plan their commute to follow the least congested roads. A commuter can also provide the site with a starting point and destination and allow the software to suggest the fastest route—one that is most direct and also least congested. The Web site also provides a tool to arrange for car- pooling. Cell phone users can send a text message to the system using different codes for different areas and receive a message outlining heavy traffic areas to avoid. Reddi is also installing plasma screens in the lobbies of Bangalore hotels and large displays in technology parks that show commuters areas to avoid as they take off on the road.
After two weeks of operation, the free service was getting around 4,000 text message requests and 2,000 people visiting the site each day—numbers that are growing by five percent daily. The system is being expanded to serve other cities in India.
Discussion Questions
1. What people, companies, and organizations were affected by the traffic congestion in Bangalore? In what way?
2. What telecommunications technologies are used by the BTIS?
Critical Thinking Questions
1. How did the solution provided by the partnership between the Bangalore traffic commissioner and Airtel save the city and the company money? Consider the cost of a solu- tion had these two entities not become partners.
2. What privacy issues does Airtel raise by providing cus- tomer usage data to the Bangalore police? How can these issues be addressed?
Sources: Goswami, Kanika, “Traffic Problem Finds Cell Phone Solution,” Computerworld, August 30, 2007, www.computerworld.com/action/ article.do?command=viewArticleBasic&articleId=9033 738&pageNumber=1; BangaloreTransport Information System, www.btis.in, accessed April 26, 2008; Airtel Web site, www.airtel.in, accessed April 26, 2008; Mapunity Web site, www.mapunity.com, accessed April 26, 2008.
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Digital Subscriber Line (DSL) Service A digital subscriber line (DSL) is a telecommunications service that delivers high-speed Internet access to homes and small businesses over the existing phone lines of the local tele- phone network (see Figure 6.14). Most home and small business users are connected to an asymmetric DSL (ADSL) line designed to provide a connection speed from the Internet to the user (download speed) that is three to four times faster than the connection from the user back to the Internet (upload speed). ADSL does not require an additional phone line and yet provides “always-on” Internet access. A drawback of ADSL is that the farther the sub- scriber is from the local telephone office, the poorer the signal quality and the slower the transmission speed. ADSL provides a dedicated connection from each user to the phone company’s local office, so the performance does not decrease as new users are added. Cable modem users generally share a network loop that runs through a neighborhood so that adding users means lowering the actual transmission speeds. Symmetric DSL (SDSL) is used mainly by small businesses and does not allow you to use the phone at the same time, but the speed of receiving and sending data is the same.
Telephone TelephoneFax
Internet
Public telephone network
ISP
Switch
DSLAM
DSL Modem
Central office
M ax
im um
18 ,0
00 ft
(U nd
er gr
ou nd
or o
ve rh
ea d)
Figure 6.14
Digital Subscriber Line (DSL) At the local telephone company’s central office, a DSL Access Multiplexer (DSLAM) takes connections from many customers and multiplexes them onto a single, high-capacity connection to the Internet. Subscriber phone calls can be routed through a switch at the local telephone central office to the public telephone network.
Voice over Internet Protocol (VoIP) Services Voice over Internet Protocol (VoIP) is a collection of technologies and communications protocols that enables voice conversations to be converted into packets of data that can be sent over a data network such as the Internet, a WAN, or a LAN. You can use VoIP to make a call directly from a computer equipped with appropriate software and a microphone, a special VoIP phone, or an ordinary phone connected to an analog telephone adapter that converts the analog voice signal into data packets (see Figure 6.15).
Telephone
Telephone
Personal Computer
Personal Computer
Cable Modem
Phone Adapter
Internet
VoIP Phone
Figure 6.15
VoIP Options
digital subscriber line (DSL) A telecommunications service that delivers high-speed Internet access to homes and small businesses over the existing phone lines of the local telephone network.
Voice over Internet Protocol (VoIP) A collection of technologies and communications protocols that enables your voice to be converted into packets of data that can be sent over a data network such as the Internet, a WAN or LAN.
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Some cell phones, such as the BlackBerry Curve 8320, can send and receive data and make VoIP phone calls over wireless Wi-Fi 802.11 b/g networks. When you exit the hot spot, the phone switches the call seamlessly to the cellular network. Being able to make phone calls over Wi-Fi is a great option in areas where the cellular service is spotty.51
Some of the advantages associated with the use of VoIP include:
• For corporate customers, some telecommunications-related cost savings are possible by using a single data network to carry both voice and data.
• VoIP enables online retailers to provide “click to talk” customer service—online customers needing additional help can click a hyperlink to create a VoIP phone connection to a live customer service representative.
• Some VoIP providers permit users to call anywhere in the world at a low cost per minute. Some of the disadvantages of VoIP include:
• VoIP users may not be able to place calls if power is lost either locally or at the broadband carrier itself because broadband modems and other VoIP equipment depend on electricity from the power company. Conventional phones can continue to operate during a local power failure because they receive their power from the telephone company’s local office, which operates on a separate power supply.
• Some VoIP calls might have lower quality than conventional phone calls if data packets are lost or delayed at any point in the network between VoIP users.
• Support for the sending of faxes over VoIP is still limited. • Not all VoIP services connect directly to emergency services through 911. • Not all VoIP providers offer directory assistance or white page listings.
Merrill Lynch, the global financial management and advisory company, implemented an advanced VoIP voice trading system. Over 4,000 IQ/MAX next-generation trading desktops were installed on its two largest trading floors in New York and London plus other trading floors around the globe. Tony Kerrison, CTO, Global Technology Infrastructure at Merrill Lynch, said, “… what matters most to our traders is efficiency, dependability, and user friendliness. The outstanding VoIP technology IQ/MAX delivers will provide our traders with highly advanced, reliable, and collaborative trading floor communications.”52
Linking Personal Computers to Mainframes and Networks One of the most basic ways that telecommunications connect users to information systems is by connecting personal computers to mainframe computers so that data can be downloaded or uploaded. For example, a user can download a data file or document file from a database to a personal computer. Some telecommunications software programs instruct the computer to connect to another computer on the network, download or send information, and then disconnect from the telecommunications line. These programs are called unattended sys- tems because they perform the functions automatically, without user intervention.
Voice Mail With voice mail, users can send, receive, and store verbal messages for and from other people around the world. Some voice mail systems assign a code to a group of people. Suppose the code 100 stands for the 238 sales representatives in a company. If anyone calls the voice mail system, enters the number 100, and leaves a message, all 238 sales representatives receive the same message. Call management systems can be linked to corporate e-mail and instant mes- saging systems. Calls to employees can be generated from instant messages or converted into e-mail messages to ensure quicker access and response.
Reverse 911 Service Reverse 911 service is a communications solution that delivers emergency notifications to users in a selected geographical area. The technology employs databases of phone numbers and contact information to send over 250,000 voice or text messages via phone, pager, cell phone, or e-mail per hour. A series of messages was sent to some 500,000 residents of San Diego using reverse 911 services when disastrous wildfires swept the area in October 2007.53
voice mail Technology that enables users to send, receive, and store verbal mes- sages for and from other people around the world.
reverse 911 service A communications solution that delivers emergency notifications to users in a selected geographical area.
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Voice-to-Text Services Voice mail is more difficult to manage than e-mail because you must deal with messages one-by-one without knowing who has called you and without being able to prioritize the messages. In recognition of these shortcomings of voice mail, several services (e.g., Jott, SpinVox, GotVoice, and SimulScribe) are now available to convert speech to text so that you can manage voice mails more effectively. If you subscribe to one of these voice-to-text services, your voice mail no longer reaches your phone service provider’s voice mail service. Instead, it is rerouted to the voice-to-text service, translated into text, and then sent to your regular e-mail account or a special account for converted e-mail messages. You can also tem- porarily disable the voice-to-text service and receive voice messages.54
Home and Small Business Networks Small businesses and many families own more than one computer and look for ways to set up a simple network to share printers or an Internet connection; access shared files such as photos, MP3 audio files, spreadsheets, and documents on different machines; play games that support multiple concurrent players; and send the output of network-connected devices, such as a security camera or DVD player, to a computer.
One simple solution is to establish a wireless network that covers your home or small business. To do so, you can buy an 802.11n access point, connect it to your cable modem or DSL modem, and then use it to communicate with all your devices. For less than $100, you can purchase a combined router, firewall, Ethernet hub, and wireless hub in one small device. Computers in your network connect to this box with a wireless card, which is con- nected by cable or DSL modem to the Internet. This enables each computer in the network to access the Internet. The firewall filters the information coming from the Internet into your network. You can configure it to reject information from offensive Web sites or potential hackers. The router can also encrypt all wireless communications to keep your network secure.
In addition, you can configure your computers to share printers and files. Windows Vista includes a Network and Sharing Center that helps with network configuration. Some of the basic configuration steps include assigning each computer to a workgroup and giving it a name, identifying the files you want to share (placing an optional password on some files), and identifying the printers you want to share.
Electronic Document Distribution Electronic document distribution lets you send and receive documents in a digital form without printing them (although printing is possible). It is much faster to distribute electronic documents via networks than to mail printed forms. Viewing documents on screen instead of printing them also saves paper and document storage space. Accessing and retrieving elec- tronic documents is also much faster.
An issue in the use of some paper documents (e.g., college transcripts and various gov- ernment documents) is the requirement to verify their authenticity. Hewlett-Packard has developed technology at its lab in Bangalore, India, that enables authentication of paper documents based on a two-dimensional bar code printed on the back of the document. The bar code is read by a scanner and verified online in a database accessible at a Web site estab- lished by the issuing authority. Bangalore now issues bar-coded transcripts.55
Call Centers A call center is a physical location where an organization handles customer and other tele- phone calls, usually with some amount of computer automation. Call centers are used by customer service organizations, telemarketing companies, computer product help desks, charitable and political campaign organizations, and any organization that uses the telephone to sell or support products and services. An automatic call distributor (ACD) is a telephone facility that manages incoming calls, handling them based on the number called and an associated database of instructions. Call centers frequently employ an ACD to validate callers, place outgoing calls, forward calls to the right party, allow callers to record messages, gather usage statistics, balance the workload of support personnel, and provide other services.
voice-to-text service A service that captures voice mail messages, converts them to text, and sends them to an e-mail account.
electronic document distribution A process that enables the sending and receiving of documents in a dig- ital form without being printed (although printing is possible).
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The National Do Not Call Registry was set up in 2003 by the U.S. Federal Trade Com- mission. Telemarketers who call numbers on the list face penalties of up to $11,000 per call, as well as possible consumer lawsuits. Over 60 million consumers have signed onto the list by logging on to the site www.donotcall.gov. Although the registry has greatly reduced the number of unwanted calls to consumers, it has created several compliance-related issues for direct marketing companies.
Offshore call centers that provide technical support services are a fact of life for many technology vendors and their customers. However, vendors and users agree that support operations have to balance their desire to reduce labor costs with customer satisfaction con- siderations. In a cost-cutting move, Barclays PLC’s Barclaycard credit card unit closed its customer call center in Manchester, England and transferred 630 of the jobs to Mumbai and Delhi, India. Barclaycard CEO Anthony Jenkins stated: “Barclaycard’s business is becoming more global, and to stay successful, we must change how we operate to reflect this.” Inter- estingly, rival financial services firm Lloyds TSB decided to close its call center in Mumbai, India, and enable customers to contact representatives at local branches directly.56
Offshore call centers provide technical support services for many technology vendors and their customers.
(Source: © STR/AFP/Getty Images.)
Telecommuting and Virtual Workers and Workgroups Employees are increasingly performing work away from the traditional office setting. Many enterprises have adopted policies for telecommuting so that employees can work away from the office using computing devices and networks. This means workers can be more effective and companies can save money on office and parking space and office equipment. According to a survey by CDW Corporation, 44 percent of respondents who work for the federal government have the option to telecommute while only 15 percent of private sector em- ployees can.57
Telecommuting is popular among workers for several reasons. Parents find that elimi- nating the daily commute helps balance family and work responsibilities. Qualified workers who otherwise might be unable to participate in the normal workforce (e.g., those who are physically challenged or who live in rural areas too far from the city office to commute regularly) can use telecommuting to become productive workers. When gas prices soar, telecommuting can help workers reduce significant expenses. Extensive use of telecommuting can lead to decreased need for office space, potentially saving a large company millions of dollars. Corporations are also being encouraged by public policy to try telecommuting as a means of reducing traffic congestion, oil consumption, and air pollution. Large companies view telecommuting as a means to distribute their workforce and reduce the impact of a disaster at a central facility.
Some types of jobs are better suited for telecommuting than others, including jobs held by salespeople, secretaries, real estate agents, computer programmers, and legal assistants, to name a few. Telecommuting also requires a special personality type to be effective. Telecom- muters need to be strongly self-motivated, organized, focused on their tasks with minimal
telecommuting A work arrangement whereby employees work away from the office using personal computers and networks to communicate via e-mail with other workers and to pick up and deliver results.
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supervision, and have a low need for social interaction. Jobs unsuitable for telecommuting include those that require frequent face-to-face interaction, need much supervision, and have many short-term deadlines. Employees who choose to work at home must be able to work independently, manage their time well, and balance work and home life.
Cable TV provider Cox Communications employs about 22,000 people, of which roughly 10 percent are teleworkers who provide customer service to Cox’s six million sub- scribers. Cox estimates a net savings of roughly $3,400 per year per call agent in reduced office space, energy, and the cost of employee parking. Cox requires teleworkers to come to the regional office every couple of weeks for meetings and employs videoconferencing as well. Josh Nelson, vice president of information and technology for Cox, states: “Working from home doesn’t mean that they want to be alone. We don’t want to lose our company culture, we don’t want to lose the connection with our employees.”58
Videoconferencing Videoconferencing enables people to hold a conference by combining voice, video, and audio transmission. Videoconferencing reduces travel expenses and time, and increases managerial effectiveness through faster response to problems, access to more people, and less duplication of effort by geographically dispersed sites. Almost all videoconferencing systems combine video and phone call capabilities with data or document conferencing (see Figure 6.16). You can see the other person’s face, view the same documents, and swap notes and drawings. With some systems, callers can change live documents in real time. Many businesses find that the document- and application-sharing feature of the videoconference enhances group produc- tivity and efficiency. It also fosters teamwork and can save corporate travel time and expense.
Figure 6.16
Videoconferencing Videoconferencing allows participants to conduct long- distance meetings “face to face” while eliminating the need for costly travel.
(Source: © Comstock Images/ Alamy.)
Group videoconferencing is used daily in a variety of businesses as an easy way to connect work teams. Members of a team meet in a specially prepared videoconference room equipped with sound-sensitive cameras that automatically focus on the person speaking, large TV-like monitors for viewing the participants at the remote location, and high-quality speakers and microphones. Videoconferencing costs have declined steadily, while video quality and syn- chronization of audio to data—once weak points for the technology—have improved.
Jeffrey Marshall, senior vice president and chief information officer at retailer Kohl’s, employs videoconferencing to interact with job candidates that have passed an initial screen- ing by its in-house recruiters.59 Another example is Google’s Earth Outreach, a program to help nonprofit organizations communicate their mission and advocate their work. Google held a videoconference to help kick off the program that included an appearance by noted
videoconferencing A telecommunications system that combines video and phone call capabilities with data or document conferencing.
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wildlife advocate Jane Goodall, who participated via videoconference from London.60 Read the Information Systems @ Work special feature to learn how one company makes effective use of videoconferencing (telepresence) technology.
INFORMATION SYSTEMS @ WORK
Telepresence Eliminates Travel and Saves Valuable Human Resources Derek Chan, head of digital operations at DreamWorks Studios, is ecstatic. DreamWorks used to release an animated film every 18 to 36 months. “Now we’re doing a show in May, another in November, and then May. We’re reaching a scale no one else has been able to do. When we ended up building these systems, it changed the landscape for us,” says Chan. The systems Chan is using are telepresence systems.
DreamWorks Animation SKG, creators of many popular films including “Shrek,” “Madagascar,” “Chicken Run,” and “Bee Movie,” is well known for its high-quality 3-D animation. Creating these movies takes the combined effort of many top animators located around the world. For DreamWorks, a great deal of collaboration takes place between its home studios in Glendale, California, and its subsidiary, Pacific Data Images, 400 miles north in Redwood City.
The long distance between sites was causing important DreamWorks executives, artists, and directors to waste time traveling rather than creating. DreamWorks tried a variety of network conferencing systems, but none provided a smooth stream of communication—in-person visits were much more productive. DreamWorks partnered with Hewlett-Packard (HP) to create a videoconferencing system that allows people around the world to communicate as though they were sitting around a conference table. The result is an HP product called HP Halo, a telepresence and videoconferencing system. The technology has proven successful and similar systems are being offered by other vendors under the general title of telepresence systems.
Telepresence participants sit at a long, one-sided conference table facing a wall covered with large displays. The room is equipped with unobtrusive video cameras and a high-resolution document camera. When connected to the telepresence studio at another location, the displays show the other meeting participants seated as if across the table. A large display above the participants shows documents that people want to share using the document camera or directly from a PC. Microphones and speakers allow participants to converse in a natural voice. People outside the telepresence environment can dial into the system to join in on audio.
Network connections are the most important component of the telepresence system. DreamWorks’ HP Halo system provides a dedicated high-bandwidth network line between its Glendale
studios and its Redwood City offices. Users describe the so-called tele-immersive environment as being stunningly lifelike. It’s as though the participants are physically together.
For DreamWorks, this means a fundamental change in the way it does business. Teams can work together by sharing and discussing documents, images, and video, while cutting the time and cost of travel. Animators and producers use the system to collaborate from disperse geographic locations, developing storyboards, reviewing artwork, and adjusting character designs in real time. The document camera allows artists to sketch ideas to share with the group. The network is fast enough to transfer video clips from motion pictures while it is transferring live action video of participants.
Using HP Halo, DreamWorks became the first company to release two animated films in one year. Executives that previously traveled overseas once every three weeks now travel once every three months. Trips between Glendale and Redwood City have been reduced by as much as 80 percent.
Discussion Questions
1. What network considerations are involved when introducing a telepresence system? How might DreamWorks’ requirements vary from a retail company such as Home Depot?
2. How did telepresence allow DreamWorks employees to be more productive and efficient?
Critical Thinking Questions
1. Although some workforces are becoming more mobile, others such as DreamWorks find it more effective to stay put. What types of business activities are best carried out through travel? What kinds of professionals benefit from avoiding travel? How do telecommunications assist both?
2. In your chosen career, do you anticipate a lot of travel or a little? What types of activities will you perform that require telecommunications?
Sources: King, Julia, “Premier 100 IT Leaders 2008,” Computerworld, December 10, 2007, www.computerworld.com/action/article.do? command=viewArticleBasic&articleId=305908&pageNumber=1; HP Staff, “DreamWorks speeds film production with HP Halo Collaboration Studio,” HP Case Study, http://h20219.www2.hp.com/enterprise/downloads/Case% 20Study_DreamWorks%20hi-res_7_17_07.pdf, accessed April 28, 2008; HP Halo Web site, http://h20219.www2.hp.com/enterprise/cache/ 570006-0-0-0-121.html, accessed April 28, 2008.
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Electronic Data Interchange Electronic data interchange (EDI) is a way to communicate data from one company to another and from one application to another in a standard format, permitting the recipient to perform a standard business transaction, such as processing purchase orders. Connecting corporate computers among organizations is the idea behind EDI, which uses network sys- tems and follows standards and procedures that can process output from one system directly as input to other systems, without human intervention. EDI can link the computers of cus- tomers, manufacturers, and suppliers (see Figure 6.17). This technology eliminates the need for paper documents and substantially cuts down on costly errors. Customer orders and inquiries are transmitted from the customer’s computer to the manufacturer’s computer. The manufacturer’s computer determines when new supplies are needed and can place orders by connecting with the supplier’s computer.
EDI link
Vendor Customer
Vendor
Third-party clearinghouse
EDI link
(a)
(b)
EDI link
Customer
Figure 6.17
Two Approaches to Electronic Data Interchange Many organizations now insist that their suppliers use EDI systems. Often, the vendor and customer (a) have a direct EDI connection; or (b) the link is provided by a third-party clearinghouse that converts data and performs other services for the participants.
Among other products, Johnson Controls provides automotive interiors and batteries for automobiles and hybrid electric vehicles. The firm employs a third-party vendor, Covisint, to handle EDI transactions with its automotive customers and suppliers to enable collabo- ration on scheduling, shipping, and orders. Sue Kemp, global vice president and general manager of information technology at Johnson Controls, believes her firm has reduced its EDI-related costs by 10 percent because: “Before, we had to build a highway to everyone else. But now we pretty much have outsourced our whole EDI to them.”61
Public Network Services Public network services give personal computer users access to vast databases, the Internet, and other services, usually for an initial fee plus usage fees. Public network services allow customers to book airline reservations, check weather forecasts, find information on TV programs, analyze stock prices and investment information, communicate with others on the network, play games, and receive articles and government publications. Fees are based on the services used, and can range from under $15 to over $500 per month. Providers of public network services include Microsoft, America Online, and Prodigy. These companies provide an array of services, including news, electronic mail, and investment information. AOL is the largest provider of public network services.
electronic data interchange (EDI) An intercompany, application-to- application communication of data in a standard format, permitting the recipient to perform a standard business transaction, such as processing purchase orders.
public network services Systems that give personal computer users access to vast databases and other services, usually for an initial fee plus usage fees.
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Electronic Funds Transfer Electronic funds transfer (EFT) is a system of transferring money from one bank account directly to another without any paper money changing hands. It is used for both credit transfers, such as payroll payments, and for debit transfers, such as mortgage payments. The benefits of EFT include reduced administrative costs, increased efficiency, simplified book- keeping, and greater security. One of the most widely used EFT programs is direct deposit, which deposits employee payroll checks directly into the designated bank accounts. The two primary components of EFT, wire transfer and automated clearing house, are summarized in Table 6.4.
ACH Payments Wire Transfers
When does payment clear? Overnight Immediately
Can payment be canceled? Yes No
Is there a guarantee of sufficient funds?
No Yes
What is the approximate cost per transaction?
$.25 $10–$40
Table 6.4
Comparison of ACH Payments and Wire Transfers
Distance Learning With over 250,000 students, the University of Phoenix is the largest for-profit school in the U.S. The school offers both distance learning and campus-based educational programs. In the distance learning program, students complete coursework through electronic forums. They can download lectures and assignments from a student Web site and study them at a time and place most convenient to them. They can develop teamwork skills through collab- oration on team learning assignments.62
Often called distance learning or cyberclasses, such electronic classes are likely to be the wave of the future. With distance learning software and systems, instructors can easily create course home pages on the Internet. Students can access the course syllabus and instructor notes on the Web page. Electronic mailing lists allow students and the instructor to e-mail one another for homework assignments, questions, or comments about material presented in the course. It is also possible to form chat groups so that students can work together as a “virtual team,” which meets electronically to complete a group project.
Shared Workspace Collaboration is much easier when all participants can be assembled in one place at the same time. However, in today’s fast-paced environment with people resources spread worldwide, it is seldom possible to create this ideal situation. A shared workspace is a common work area where authorized project members and colleagues can share documents, issues, models, schedules, spreadsheets, photos, and all forms of information to keep each other current on the status of projects or topics of common interest. This reduces time and geographical barriers and makes it easier to collaboratively create, organize, share, and manage information.
The U.S. Marine Corps migrated many of their administrative tasks that involved the e-mail exchange of Microsoft Office Word and Excel documents to a shared workspace to collect the necessary information and make it available to those who need to see it. In addition, the use of the shared workspace has considerably reduced the need for Marines to leave Quantico for meetings at the Pentagon, thus decreasing travel costs and time away from the base.63
electronic funds transfer (EFT) A system of transferring money from one bank account directly to another without any paper money changing hands.
distance learning The use of telecommunications to extend the classroom.
shared workspace A common work area where authorized project members and colleagues can share documents, issues, models, schedules, spreadsheets, photos, and all forms of information to keep each other current on the status of projects or topics of common interest.
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Unified Communications Unified communications provides a simple and consistent user experience across all types of communications such as instant messaging, fixed and mobile phone, e-mail, voice mail, and Web conferencing. The concept of presence (knowing where one’s desired communication participants are and if they are available at this instant) is a key component of unified com- munications. The goal is to reduce the time required to make decisions and communicate results, thus greatly improving productivity.
All of the ways that unified communications can be implemented rely on fast, reliable communications networks. Typically, users have a device capable of supporting the various forms of communications (e.g., laptop with microphone and video camera or a smartphone) that is loaded with software that supports unified communications. The users’ devices also connect to a server that keeps track of the presence of each user.
World-renowned electric guitar maker Gibson Guitar has over 4,000 workers spread across three continents. “It was challenging to get everyone together and make decisions. There were phone calls being made and e-mails sent with 24-hour response time,” according to Gibson Guitar’s Director of IT Kathy Benner. The firm became an early adopter of unified communications to link its business operations, speed up decision making, and cut costs.64
Global Positioning System Applications The Global Positioning System (GPS) is a fully functional global navigation satellite system
satellites transmit microwave signals so a GPS receiver can precisely determine their location, speed, direction, and time.65
To determine its position, a GPS receiver receives the signals from three or more GPS satellites and determines its exact distance from each satellite. It then uses these distances to triangulate its precise location in terms of latitude, longitude, and altitude. A GPS receiver must have a clear line of sight to the satellite to operate, so dense tree cover and buildings can keep it from operating.
GPS tracking technology has become the standard by which fleet managers monitor the movement of their cars, trucks, and vehicles. GPS tracking quickly exposes inefficient routing practices, wasted time on the job, and speeding. Even small fleet operators can achieve significant benefits from the use of GPS tracking. Amherst Alarm installs, services, and monitors alarm systems in western New York. The company uses GPS technology to track its 12 vehicles so that it can locate its technicians throughout the day. This ensures efficiency on jobs and helps to route the closest available technician to the next service location.66 In another example, the Boston school system placed GPS devices on its buses to ensure that it always knows where each school bus is.67
Computer-based navigation systems are also based on GPS technology. These systems come in all shapes and sizes and with varying capabilities—from PC-based systems installed in automobiles for guiding you across the country to handheld units you carry while hiking through a national forest. All systems need a GPS antenna to receive satellite signals to pin- point your location. On most of these systems, your location is superimposed on a map stored on CDs or a DVD. Portable systems can be moved from one car to another or carried in your knapsack. Some systems come with dynamic rerouting capability where the path recommended depends on weather and road conditions continually transmitted to a receiver in your car connected to a satellite radio system.
Most new cell phones include an internal GPS chip that can provide navigation features if the user activates the associated software and agrees to pay the additional fees. Verizon customers can use Verizon VZ Navigator software, and AT&T, Sprint, T-Mobile, and Verizon Wireless customers can use TeleNav’s GPS Navigator.68 Some employers use GPS-enabled phones to track their employees’ locations. The Whereifone locator phone provides GPS coordinates and can dial emergency phone numbers.69 Parents and caregivers can track the phone’s location by phone or online and can receive notification if it leaves a designated safe area. The Shroud is an online game that lets players use GPS-enabled phones to enhance the virtual reality of the game.
unified communications A technology solution that provides a simple and consistent user expe- rience across all types of communi- cations such as instant messaging, fixed and mobile phone, e-mail, voice mail, and Web conferencing.
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employing over two dozen satellites in orbit at roughly 12,500 miles above the Earth. The
Specialized Systems and Services With millions of personal computers in businesses across the country, interest in specialized and regional information services is increasing. Specialized services, which can be expensive, include professional legal, patent, and technical information. For example, investment com- panies can use systems such as Quotron and Shark to get up-to-the-minute information on stocks, bonds, and other investments.
Another example of a specialized communications service is the Nike+iPod Sports Kit, the result of a collaboration effort between Nike and Apple. The product provides a useful device for serious runners who want to monitor their performance and listen to their favorite music while training. The Nike+iPod Sports Kit consists of a small accelerometer to measure the distance and pace of the athlete. The accelerometer and its transmitter can be mounted under the inner sole of the Nike+ model shoe, which includes a special pocket in which to place the device. The accelerometer communicates wirelessly with a receiver plugged into an iPod nano to enable the athlete to view the walk or run history. The Nike+iPod Sports Kit can store training information including the length of the workout, the distance covered, the pace, and number of calories burned. This information can be displayed on the screen of the iPod or broadcast through the headphones.70
Organizations are finding many useful applications of telecommunications systems to help them dramatically improve their products and services and enhance their ability to collaborate among customers, suppliers, and business partners.
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SUMMARY
Principle A telecommunications system and network have many fundamental components.
Telecommunications and networks are creating profound changes in business because they remove the barriers of time and distance.
The effective use of networks can turn a company into an agile, powerful, and creative organization, giving it a long-term competitive advantage. Networks let users share hardware, programs, and databases across the organization. They can transmit and receive information to improve organizational effectiveness and efficiency. They enable geographically separated workgroups to share documents and opinions, which fosters teamwork, innovative ideas, and new business strategies.
In a telecommunications system, the sending unit transmits a signal to a telecommunications device, which performs a number of functions such as converting the signal into a different form or from one type to another. The telecom- munications device then sends the signal through a medium that carries the electronic signal. The signal is received by another telecommunications device that is connected to the receiving computer.
Communications can be classified as synchronous or asynchronous.
A transmission medium can be divided into one or more communications channels, each capable of carrying a mes- sage. Telecommunications channels can be classified as simplex, half-duplex, or full-duplex.
Telecommunications protocols define the set of rules that governs the exchange of information over a telecommu- nications channel to ensure fast, efficient, error-free communications and to enable hardware, software, and equipment manufacturers and service providers to build products that interoperate effectively. There is a myriad of telecommunications protocols, including international, national, and regional standards.
Channel bandwidth refers to the rate at which data is exchanged, usually expressed in bits per second.
Principle Telecommunications, networks, and their associated applications are essential to organizational success.
The telecommunications media that physically connect data communications devices can be divided into two broad categories: guided transmission media and wireless media. Guided transmission media include twisted-pair wire cable, coaxial cable, fiber-optic cable, and broadband over power lines. Wireless transmission involves the broadcast of
communications in one of three frequency ranges: radio, microwave, or infrared.
Wireless communications solutions for very short distances include near field communications, Bluetooth, ultra wideband, infrared transmission, and Zigbee. Wi-Fi is a popular wireless communications solution for medium range distances. Wireless communications solutions for long distances include satellite and terrestrial microwave transmission, wireless mesh, 3G, 4G, and WiMAX.
Reallocating frequency in the 700 MHz spectrum might lead to new and more effective wireless solutions as well as a national voice and data network for public safety agencies.
The geographic area covered by a network determines whether it is called a personal area network (PAN), local area network (LAN), metropolitan area network (MAN), or wide area network (WAN).
The electronic flow of data across international and global boundaries is often called transborder data flow.
When an organization needs to use two or more computer systems, it can follow one of three basic data-processing strategies: centralized (all processing at a single location, high degree of control), decentralized (multiple processors that do not communicate with one another), or distributed (multiple processors that communicate with each other). Distributed processing minimizes the consequences of a catastrophic event at one location while ensuring uninter- rupted systems availability.
A client/server system is a network that connects a user’s computer (a client) to one or more host computers (servers). A client is often a PC that requests services from the server, shares processing tasks with the server, and displays the results.
Numerous telecommunications devices commonly employed include modem, multiplexer, front-end processor, PBX, switches, bridges, routers, and gateways.
Telecommunications software performs important func- tions, such as error checking and message formatting. A network operating system controls the computer systems and devices on a network, allowing them to communicate with one another. Network-management software enables a manager to monitor the use of individual computers and shared hardware, scan for viruses, and ensure compliance with software licenses.
The interception of confidential information by unautho- rized parties is a major concern for organizations. Encryption of data and the use of virtual private networks are two com- mon solutions to this problem. Special measures must be taken to secure wireless networks.
The wide range of telecommunications and network appli- cations includes cellular phone services, digital subscriber line (DSL), VoIP, linking personal computer to mainframes, voice mail, reverse 911 service, voice-to-text services, home
258 Part 2 | Information Technology Concepts
and small business networks, electronic document distribu- tion, call centers, telecommuting, videoconferencing, elec- tronic data interchange, public network services, electronic
funds transfer, distance learning, shared workspaces, unified communications, global positioning system applications, and specialized systems and services.
CHAPTER 6: SELF-ASSESSMENT TEST
A telecommunications system and network have many fundamental components.
1. Videoconferencing is an example of asynchronous com- munications. True or False?
2. Gbps stands for billions of bytes per second. True or False?
3. A simplex channel can transmit data in only one direction and is seldom used for business communications. True or False?
4. Two broad categories of transmission media are _______________.
a. guided and wireless b. shielded and unshielded c. twisted and untwisted d. infrared and microwave
Telecommunications, networks, and their associated appli- cations are essential to organizational success.
5. Verizon has been replacing its traditional twisted-wire pair network with an all ________ _______ network in hopes of winning new customers from the cable companies.
6. Many wireless communications options are available. True or False?
7. Which of the following is a telecommunications service that delivers high-speed Internet access to homes and small businesses over existing phone lines?
a. BPL b. DSL c. Wi-Fi d. Ethernet
8. A device that encodes data from two or more devices onto a single telecommunications channel is called a(n) _____________.
9. A(n) ________ is a network that can connect technology devices within a range of 33 feet or so.
10. ______ _________is a way to route communications between network nodes by allowing for continuous connections and reconfiguration around blocked paths by “hopping” from node to node until a connection is established.
11. Telecommuting enables organizations to save money because less office space, parking space, and office equip- ment is required. True or False?
12. ______ is a system of transferring money from one bank account directly to another without any paper money changing hands.
CHAPTER 6: SELF-ASSESSMENT TEST ANSWERS
(1) False (2) False (3) True (4) a (5) fiber-optic (6) True (7) b (8) multiplexer (9) personal area network, or PAN (10) mesh networking (11) True (12) Electronic funds transfer
REVIEW QUESTIONS
1. What is the difference between synchronous and asyn- chronous communications?
2. Describe the elements and steps involved in the telecom- munications process.
3. What is a telecommunications protocol? 4. What are the names of the three primary frequency ranges
employed in wireless communications? 5. Define the term computer network. 6. What advantages and disadvantages are associated with the
use of client/server computing? 7. What is the Bluetooth telecommunications specification?
What capabilities does it provide?
8. What is the difference between near field communication and ultra wideband?
9. What is the difference between Wi-Fi and WiMAX communications?
10. What role do the bridge, router, gateway, and switch play in a network?
11. Describe a local area network and its various components. 12. What is a metropolitan area network? 13. What is EDI? Why are companies using it? 14. Identify two approaches to securing the transmission of
confidential data. 15. What is meant by the term unified communications?
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DISCUSSION QUESTIONS
1. How might you use a local area network in your home? What devices could connect to such a network?
2. Why is an organization that employs centralized processing likely to have a different management decision-making philosophy than an organization that employs distributed processing?
3. What are the pros and cons of public Wi-Fi access? 4. Briefly discuss the pros and cons of e-mail versus voice mail.
Under what circumstances would you use one and not the other?
5. What is a shared workspace? Describe how you might use a shared workspace if you were the manager of an impor- tant global project for your organization.
6. Develop a set of criteria to use to determine if a given job position is a good candidate for telecommuting.
7. Do you think that this course is a good candidate for a distance learning course? Why or why not?
8. Why do you think so many wireless communications pro- tocols have been developed? Will the number of protocols increase or decrease over time?
PROBLEM-SOLVING EXERCISES
1. You have been hired as a telecommunications consultant to help an organization assess the benefits and potential cost savings associated with replacing an existing wired LAN with a wireless Wi-Fi network for an organization of 450 people located in a three-story building. You have deter- mined that the cost to remove the current LAN and replace it with a new Wi-Fi network is $150,000. The cost of mov- ing an existing LAN jack or installing a new one for the old LAN was $125 per change. The number of moves and installs averaged 25 per month. Develop a spreadsheet to analyze the costs and savings over a five-year period. Write
a recommendation to management based on your findings and any other factors that might support or not support the installation of a Wi-Fi network.
2. As the CIO of a hospital, you are convinced that installing a wireless network and portable computers is a necessary step to reduce costs and improve patient care. Use Power- Point or similar software to make a convincing presentation to management for adopting such a program. Your presen- tation must address points such as defining the benefits and potential issues that make such a program a success.
TEAM ACTIVITIES
1. With a group of your classmates, develop a proposal to install videoconferencing equipment in one of your school’s classrooms so that students can view lectures at a distant videoconferencing facility. What sort of equipment is required, who provides this equipment, and what does it cost to install and operate?
2. Form a team to identify the public locations (such as an airport, public library, or café) in your area where wireless LAN connections are available. Visit at least two locations and write a brief paragraph discussing your experience at each location trying to connect to the Internet.
WEB EXERCISES
1. Do research on the Web to identify the latest 4G commu- nications developments. Which 4G communications option seems to be the most broadly used? Write a short report on what you found.
2. Go online to identify and document an interesting use of encryption or VPN at a commercial organization.
260 Part 2 | Information Technology Concepts
CAREER EXERCISES
1. Consider a future job position in which you are familiar through work experience, coursework, or a study of indus- try performance. How might you employ some of the telecommunications and network applications described in this chapter in this future role?
2. One of the many online job-search companies includes Monster.com. Investigate one or more of these companies
and research the positions available in the telecommunica- tions industry, including the Internet. You might be asked to summarize your findings for your class in a written or verbal report.
CASE STUDIES
Case One Latest Telecom Technologies Feed Crucial Informa- tion to Physicians in CHA
Cambridge Health Alliance (CHA) serves the residents of Cambridge, Somerville, and Boston’s Metro-North in Massachusetts. CHA includes three hospital campuses and more than 20 primary care and specialty practices—over 5,000 professionals in all.
Physicians’ ability to access information and medical images such as MRIs quickly and at any location within CHA properties is essential for helping patients and saving lives. In most of today’s state-of-the-art medical facilities, medical information and images are delivered to desktop, notebook, and handheld PCs through local area networks, both wired and wirelessly, using systems like CHA’s Picture Archive and Communications Systems (PACS) and Computerized Physician Order Entry (CPOE). The most current technologies, such as secure wireless local area networks and Voice over IP (VoIP), provide faster communications services and cost savings.
CHA is rapidly approaching a completely digital environ- ment. Today, nurses and physicians take notes and write orders on handheld and tablet PCs wirelessly connected to the CHA local area network. CHA’s three hospitals and administrative offices are connected over a dedicated SONET ring network. SONET is a fast, fiber optic-based network that can handle layers of data and voice communications simul- taneously. Medical communications require the most power- ful of networks to transfer large amounts of high-resolution images. CHA can make connections and receive responses in less than one millisecond for critical applications.
CHA employs VoIP to provide voice communications services over its data network. The VoIP network helps CHA resolve problems that it faces with linguistics. Around Boston, 15 primary and 43 secondary languages are spoken. CHA needs to communicate with its patients in all of these languages. It can do so by using its VoIP system to connect interpreters with patients and healthcare workers. CHA
even provides videoconferencing for more effective communication.
CHA also uses wireless VoIP handsets to allow its employ- ees to maintain voice communications with each other and on-site patients over its local network. Some CHA physicians clip Vocera communications badges to their lapel so they can speak the name of the person they want to contact, and Vocera makes the connection. The Vocera badges use VoIP over the local wireless network. They can also track the location of people around the facility. The VoIP technology makes physi- cians and staff much easier to reach.
The CHA network also saves the organization money. Rather than needing specialists on-site at all locations, one specialist can service all locations over the network. For example, a radiological specialist can view and evaluate med- ical images submitted over the network and provide an eval- uation in minutes.
CHA’s new network is much easier to administer. While it is often estimated that organizations spend 70 percent of IS resources supporting legacy systems and 30 percent on new innovations, Don Peterson, CHA manager of network engi- neering, calculates 50 percent for each for CHA. “As network manager, what I like best about this network is that it allows us to spend more time moving forward and less time worrying about what’s already installed,” says Peterson.
Discussion Questions
1. Why are high-performance telecommunications tech- nologies important to the medical profession?
2. How does CHA use VoIP to provide better service to patients?
Critical Thinking Questions
1. What would be the consequence of complete network fail- ure to a medical organization like CHA? How could this be prevented?
2. What issues of privacy arise in the medical setting regard- ing wireless networking?
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Sources: Nortel Staff, “IT: A Critical Component of Cutting-Edge Healthcare,” Nortel Case Study, www.nortel.com/corporate/success/ss_stories/collateral/ nn120660.pdf, accessed April 26, 2008; Cambridge Health Alliance Web site, www.cha.harvard.edu, accessed April 26, 2008.
Case Two Del Monte Provides Secure Connections for Telecommuters
San Francisco-based Del Monte Foods is one of America’s largest and most well-known food companies and the second largest pet foods company. It generated approximately $3.4 billion in net sales in 2007 through its numerous brands, which include Del Monte, StarKist, Contadina, Milkbone, 9Lives, Meow Mix, and Nature’s Recipe.
Del Monte depends on telecommunications networks to supply its 7,800 full-time employees with access to infor- mation systems such as the corporate enterprise resource planning (ERP), data warehouse, and customer relationship management (CRM) applications. An increasing number of Del Monte employees work from home offices or remote sales offices. Del Monte needed a system that employees could use to access the corporate network so that they could work as effectively as employees in the corporate offices.
The challenge with providing access to corporate net- works to people outside the network is security. By opening connections over the Internet, a company makes its network more vulnerable to hackers. Del Monte wanted to provide access to its corporate data and services to employees out- side the office and to select business partners and other third parties without putting its network at risk. Del Monte needed a secure intranet and extranet.
Del Monte worked with telecommunications profession- als to set up a secure Web site that employees and partners could access from any Internet connection. The Web site uses VPN authentication and Cisco’s Secure Access Control Server to keep hackers out and allow authorized users in. Once logged on, the user can access only the portions of the net- work and data that they have been authorized to access. For example, a sales representative may need access to Del Monte’s data warehouse to track an order, while an accoun- tant may be provided with access to the ERP.
Del Monte supplies an even more secure connection for employees that work from home. These employees are given a Cisco ASA 5500 Series Adaptive Security Appliance, a net- work device that provides a firewall and intrusion prevention system (IPS) to keep hackers out, and virtual private network- ing (VPN) to encrypt and safeguard data flowing over the network. Telecommuters connect their PCs and telephones to the device to enjoy the same quality of network service as those in corporate headquarters.
The Cisco device allows professionals to receive business phone calls at home, while referencing data acquired from the corporate information systems. Del Monte calls it an “office in a box.” Telecommuters can even use the system to attend meetings through videoconferencing software.
Using Del Monte’s secure extranet and secure home office system, employees at home offices and remote locations can communicate with employees anywhere to
collaborate more effectively over one integrated network for voice, video, and data. The system saves Del Monte money by allowing the company to remove expensive T1 lines from remote offices and replace them with high-speed Internet connections. The system is also easy to manage and expand. Del Monte could easily add new security features as they are needed.
Network engineers at Del Monte are currently working on using the service for disaster recovery. If Del Monte’s corpo- rate offices were to experience a fire, earthquake, or another natural disaster, the company could continue operations by using the extranet to allow all employees to access network resources from home.
Discussion Questions
1. What is a primary concern of making a private network available to employees who are outside the office? Why?
2. What technologies did Del Monte employ to address this primary concern?
Critical Thinking Questions
1. What benefits do Del Monte and its employees enjoy by providing extranet access to the Del Monte network?
2. If you could choose whether to work at home or in a cor- porate office, which would you choose and why?
Sources: Cisco Staff, “Food Manufacturer Extends its Workplace with Secure Remote Access,” Cisco Success Story, www.cisco.com/en/US/prod/collateral/ vpndevc/ps6032/ps6094/ps6120/case_study_c36-464676_v1.pdf, accessed April 28, 2008; Del Monte Web site, www.delmonte.com, accessed April 28, 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 ques- tions concerning this Web case.
Whitmann Price Consulting: Telecommunications and Networks
Discussion Questions
1. What role does bandwidth play in the successful delivery of the Advanced Mobile Communications and Information System?
2. When does functionality transform the standard Black- Berry device into an Advanced Mobile Communications and Information System?
Critical Thinking Questions
1. Describe three telecommunications and network technol- ogies used to connect the BlackBerry with other devices.
2. At this stage in the process, what actions might Sandra and Josh take to reduce the overall costs of the Advanced Mobile Communications and Information System?
262 Part 2 | Information Technology Concepts
NOTES
Sources for the opening vignette: Cisco Staff, “Convergence—Under One Roof,” Cisco Case Study, www.cisco.com/en/US/prod/collateral/voicesw/ ps6788/vcallcon/ps556/prod_case_study_ deloittel.pdf, accessed April 28, 2008; Deloitte Web site, www.deloitte.com, accessed April 28, 2008; Cisco Voice and Unified Communications Web site, www.cisco.com/en/ US/products/sw/voicesw, accessed April 28, 2008.
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work,” InformationWeek, July 16 2007. 38 “T-Mobile Austria Looks to IBM Tivoli Netcool Software for End-to-
End Visibility of Its Wireless Networks,” March 27, 2007, www-01.ibm.com/software/success.
39 Das, Saswato, “Quantum Threat to Our Secret Data,” New Scientist Tech, September 13, 2007.
40 Bangeman, Eric, “New Attack Cracks WEP Code in Record Time,” ars technical, April 4, 2007.
41 Greenemeier, Larry, “T.J. Maxx Data Theft Likely Due to Wireless ‘Wardriving’,” InformationWeek, May 8, 2007.
42 Bridis, Ted, “Code-Breakers Crack Government Approved Encryption Standard,” Associated Press, July 17, 1998.
43 “DES,” Network World, www.networkworld.com/community/node/ 16520, accessed February 14, 2008.
44 Messmer, Ellen, “Encrypted Wireless Service Targets Financial Insti- tutions,” Network World, February 8, 2008.
45 “ROI: Easy, Integrated Solution Gives Workers Remote Access, Improved Productivity,” Microsoft Forefront, July 2007, http:// whitepapers.zdnet.com/casestudy.aspx?&cname=LAN+- +WAN&docid=332964.
46 “Case Study: Techcombank”, RSA Web site, www.rsa.com, accessed February 20, 2008.
47 Sarkar, Dibya, “Cell Phone Spending Surpasses Landlines,” newsvine.com, December 18, 2007.
48 Spotwave Web site, www.spotwave.com, accessed February 10, 2008. 49 “RadioFrame Provides Picocells for Orange’s Onsite Service,”
cellular-news, January 23, 2008. 50 “Airlines Will Install over 4,000 Picocells for Passenger GSM and Wi-
Fi Services between 2008 and 2011, according to Freesky Research,” WebWire, January 30, 2008.
51 Cassavoy, Liane, “RIM BlackBerry Curve 8320,” PC World, October 25, 2007.
52 Shifrin, Tash, “Merrill Lynch Picks VoIP-Powered Trading Systems, Computerworld, November 15, 2007.
53 Thibodeau, Patrick, “San Diego Puts Web Collaboration, Reverse 911 Systems to Use in Wildfire Battle,” Computerworld, October 24, 2007.
54 DeJean, David, “Voice Mail Driving You Crazy? Get It in Writing,” InformationWeek, October 18, 2007.
55 Ribeiro, John, “HP’s India Lab Secures Paper Documents,” Network World, July 13, 2007.
56 Bucken, Mike, “Global Dispatches: Barclays Unit Shifting Call Center Jobs to India,” Computerworld, March 19, 2007.
57 Jones, K. C., “Federal Government Beats Private Sector in Telecom- muting,” InformationWeek, March 22, 2007.
58 Mullins, Robert, “How Cox Communications Joined the Teleworking Revolution,” PC World, November 15, 2007.
Telecommunications and Networks | Chapter 6 263
59 Howze, Jane, “The Hiring Manager Interviews: Kohl’s CIO Jeff Marshall Hires Candidates Who Embrace Change,” CIO, October 17, 2007.
60 Montalbano, Elizabeth, “Google Sets Sights on Nonprofits with Out- reach Program,” CIO, June 26, 2007.
61 Messmer, Ellen, “Dot-com Survivor Covisint finds B2B Niche,” Net- work World, November 1, 2007.
62 “About Us,” University of Phoenix Web site, www.uopxonline.com/ aboutus.asp, accessed February 21, 2008.
63 Lai, Eric, “Marines Deploy SharePoint to Improve Administration,” Computerworld, June 15, 2007.
64 Malykhina, Elena, “Guitar Legend Riffs on Microsoft’s Communica- tions Server,” InformationWeek, October 5, 2007.
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sage-quest.com, accessed January 28, 2008. 67 “GPS Helps Cities Save on Gas and Catch Employees Goofing Off,”
KOMOTV.com, November 16, 2007. 68 McLaughlin, Molly K., “Cheap GPS Cell Phones,” PC Magazine,
August 8, 2007. 69 Whereifone Web site, www.wherify.com/wherifone, accessed
February 6, 2008. 70 Apple Nike + iPod Sport Kit product description, amazon.com,
accessed February 16, 2008.
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The Internet, Intranets, and Extranets
CHAPTER
• 7 •
LEARNING OBJECTIVESPRINCIPLES
■ The Internet is like many other technolo- gies—it provides a wide range of services, some of which are effective and practical for use today, others that are still evolving, and still others that will fade away from lack of use.
■ Briefly describe how the Internet works, in- cluding alternatives for connecting to it and the role of Internet service providers.
■ Originally developed as a document-man- agement system, the World Wide Web is a hyperlink-based system that is easy to use for personal and business applications.
■ Describe the World Wide Web and how it works. ■ Explain the use of Web browsers, search en-
gines, and other Web tools. ■ Identify and briefly describe the applications
associated with the Internet and the Web.
■ Because use of the Internet and World Wide Web is becoming universal in the business environment, management, service and speed, privacy, and security issues must continually be addressed and resolved.
■ Identify who is using the Web to conduct busi- ness and discuss some of the pros and cons of Web commerce.
■ Outline a process for creating Web content. ■ Describe Java and discuss its potential impact
on the software world. ■ Define the terms intranet and extranet and dis-
cuss how organizations are using them. ■ Identify several issues associated with the use
of networks.
Information Systems in the Global Economy Lamborghini, Italy Web Portal and Online Collaboration Shrink Distances
The Internet has enabled thousands of businesses to extend their reach beyond borders to become global competitors. For a global business to succeed, all of its offices and personnel spread around the world must stay in sync. This is typically accomplished by being in close communications with headquarters. The Internet and Web allow employees separated by thousands of miles to operate as though they were seated across the table from each other. Automobile manufacturer Lamborghini, with headquarters in Sant’Agata Bolognese, Italy, recently discovered the benefits of employing the latest technologies to shrink the dis- tances between its more than 100 dealerships scattered around the world.
The famous manufacturer of elite sports and racing cars had anything but elite com- munications between dealerships and headquarters. Until recently, Lamborghini dealers relied on telephone, e-mail, and snail mail to order new cars and spare parts and to learn about the latest marketing programs and business procedures. The multiple forms of in- efficient communications were difficult to manage at headquarters and allowed important tasks to fall through the cracks. Executives at the company realized that their problems could be remedied by more efficient use of Internet and Web technologies.
Lamborghini decided to create a Web portal—a custom-designed Web page that would provide dealerships with direct access to corporate databases and information systems over the Internet, resources that were previously only accessible by employees at head- quarters. Secured by password authentication and encryption, dealers could log on to the Web portal to check inventory, place orders for cars and parts, read daily announcements, and access procedural instructions. The new portal dramatically cuts down on paperwork and manual processing of orders at headquarters. The portal has also reduced errors by eliminating the two-stage system that used to require headquarters staff to interpret and enter order data into the system.
Lamborghini executives were so impressed by the savings and improvements offered by the new Web portal that they looked for ways to further enhance the system. Observing the benefits of online social networks and Web 2.0 technologies, Lamborghini looked for ways to implement these technologies into its own Web portal system. They added social features that allowed dealers and personnel to post announcements and requests that others fielded on the network. For example, if a dealership needed a part for a vintage car that Lamborghini no longer manufactures, this system could find someone within the network that had the part. Lamborghini also added a chat utility and file sharing features to allow dealers around the world to collaborate on promotions and sales tactics.
Ultimately, Lamborghini created an intranet—a secure private network accessible over the Internet—so that dealers could have expanded access to the information systems and data stored on servers at headquarters. Using this system, the Lamborghini dealer in Orange County, California, could access the same information, systems, databases, and services as the vice president of sales in Sant’Agata Bolognese, Italy. The dealer could also develop relationships with the other hundred dealers around the world for more effective business practices.
Finally, Lamborghini developed a state-of-the-art Web site that provides an experience more like a top-rate motion picture or video game than an automobile Web site. The site uses the latest technologies to thoroughly impress visitors and reflect the high quality of the corporation and its products.
The Internet, Intranets, and Extranets | Chapter 7 267
As you read this chapter, consider the following:
• What unique features of the Internet and Web make them popular choices for many business communication applications?
• In what ways do people use the Internet and Web to improve their quality of life? How do businesses use these technologies to improve the bottom line?
The Internet is the world’s largest computer network. Actually, the Internet is a collection of interconnected networks, all freely exchanging information (see Figure 7.1). Research firms, colleges, and universities have long been part of the Internet, and businesses, high schools, elementary schools, and other organizations have joined it as well. Nobody knows exactly how big the Internet is because it is a collection of separately run, smaller computer networks. There is no single place where all the connections are registered. Figure 7.2 shows the staggering growth of the Internet, as measured by the number of Internet host sites or domain names. Domain names are discussed later in the chapter.
Router/Gateway
Router/Gateway
Router/Gateway
Router/Gateway
Router/Gateway
Host computer 1
Host computer 2
Host computer 3
Host computer 4
Figure 7.1
Routing Messages over the Internet
Why Learn About the Internet?
To say that the Internet has had a big effect on organizations of all types and sizes would be a huge understatement. Since the early 1990s, when the Internet was first used for commercial purposes, it has affected all aspects of business. Businesses use the Internet to sell and advertise their products and services, reaching out to new and existing customers. If you are undecided about a career, you can use the Inter- net to investigate career opportunities and salaries using sites such as www.monster.com and HotJobs at www.yahoo.com. Most companies have Internet sites that list job opportunities, descriptions, qualifications, salaries, and benefits. If you have a job, you probably use the Internet daily to communicate with coworkers and your boss. People working in every field and at every level use the Internet in their jobs. Purchasing agents use the Internet to save millions of dollars in supplies every year. Travel and events-management agents use the Internet to find the best deals on travel and accommodations. Automotive engineers use the Internet to work with other engineers around the world developing designs and specifications for new automobiles and trucks. Property managers use the Internet to find the best prices and opportunities for commercial and residential real estate. Whatever your career, you will probably use the Internet daily. This chapter starts by exploring how the Internet works and then investigates the many exciting opportunities for using the Internet to help you achieve your goals.
Internet A collection of interconnected networks, all freely exchanging information.
Part 2 | Information Technology Concepts268
450
400
350
300
250
200
150
100
50
0 1994 1996 1998 2000 2002 20082004 2006
550
500
Figure 7.2
Internet Growth: Number of Internet Domain Names (Source: Data from “The Internet Domain Survey,” www.isc.org.)
USE AND FUNCTIONING OF THE INTERNET
The Internet is truly international in scope, with users on every continent—including Antarctica. More than 215 million people in the United States (71.4 percent of the popu- lation) use the Internet. Although the United States has high Internet penetration among its population, it does not constitute the majority of people online. Of all the people using the Internet, citizens of Asian countries make up 39 percent, Europeans 26 percent, and North Americans only 18 percent.1 The Internet is expanding around the globe but at differing rates for each country. For example, most Internet usage in South Korea is through high- speed broadband connections, and over 71 percent of the population is online. In North Korea, however, Internet use and other civil liberties are restricted by the government. Several people and organizations are working to provide Internet access to developing countries.2
More than 1.3 billion people use the Internet around the world, and as Figure 7.2 shows, if the rate of growth continues, the number of users will surge to more than 2 billion in a few years.
The ancestor of the Internet was the ARPANET, a project started by the U.S. Department of Defense (DoD) in 1969. The ARPANET was both an experiment in reliable networking and a means to link DoD and military research contractors, including many universities doing military-funded research. (ARPA stands for the Advanced Research Projects Agency, the branch of the DoD in charge of awarding grant money. The agency is now known as DARPA—the added D is for Defense.) The ARPANET was highly successful, and every university in the country wanted to use it. This wildfire growth made it difficult to manage the ARPANET, particularly its large and rapidly growing number of university sites. So, the ARPANET was broken into two networks: MILNET, which included all military sites, and a new, smaller ARPANET, which included all the nonmilitary sites. The two networks
ARPANET A project started by the U.S. Depart- ment of Defense (DoD) in 1969 as both an experiment in reliable net- working and a means to link DoD and military research contractors, including many universities doing military-funded research.
The Internet, Intranets, and Extranets | Chapter 7 269
remained connected, however, through use of the Internet Protocol (IP), which enables traffic to be routed from one network to another as needed. All the networks connected to the Internet speak IP, so they all can exchange messages. Table 7.1 outlines a brief history of the Internet. Katie Hafner’s book, Where Wizards Stay Up Late: The Origins of the Internet, provides a more detailed description of the history of the Internet.3
ARPANET is created
TCP/IP becomes the protocol for ARPANET
1969
1982
Domain Name System (DNS) is created
Tim Berners-Lee creates the World Wide Web
1984
1991
Commercial Internet Exchange (CIX) Association is established to allow businesses to connect to the Internet
1991
Event DateTable 7.1
A Brief History of the Internet
Today, people, universities, and companies are attempting to make the Internet faster and easier to use. To speed Internet access, a group of corporations and universities called the University Corporation for Advanced Internet Development (UCAID) is working on a faster, alternative Internet. Called Internet2 (I2), Next Generation Internet (NGI), or Abi- lene, depending on the universities or corporations involved, the new Internet offers the potential of faster Internet speeds, up to 2 Gbps per second or more.4 An offshoot of Internet2 that some call Internet3, which is officially named the National LambdaRail (NLR), is a cross-country, high-speed (10 Gbps), fiber-optic network dedicated to research in high- speed networking applications.5 The NLR provides a unique national networking infras- tructure to advance networking research and next-generation network-based applications in science, engineering, and medicine. This new high-speed fiber-optic network will support the ever-increasing need of scientists to gather, transfer, and analyze massive amounts of scientific data.
How the Internet Works The Internet transmits data from one computer (called a host) to another (see Figure 7.1). If the receiving computer is on a network to which the first computer is directly connected, it can send the message directly. If the receiving and sending computers are not directly con- nected to the same network, the sending computer relays the message to another computer
Internet Protocol (IP) A communication standard that enables traffic to be routed from one network to another as needed.
China has over 210 million Internet users online, which is only 16 percent of its population.
(Source: Courtesy of Reuters/STR / Landov.)
Part 2 | Information Technology Concepts270
that can forward it. The message is typically sent through one or more routers (see Chapter 6) to reach its destination. It is not unusual for a message to pass through a dozen or more routers on its way from one part of the Internet to another.
The various networks that are linked to form the Internet work much the same way— they pass data around in chunks called packets, each of which carries the addresses of its sender and its receiver along with other technical information. The set of conventions used to pass packets from one host to another is the IP. Many other protocols are used in connection with IP. The best known is the Transmission Control Protocol (TCP). Many people use TCP/ IP as an abbreviation for the combination of TCP and IP used by most Internet applications. After a network following these standards links to a backbone—one of the Internet’s high- speed, long-distance communications links—it becomes part of the worldwide Internet community.
Each computer on the Internet has an assigned address called its Uniform Resource Locator (URL) to identify it to other hosts. The URL gives those who provide information over the Internet a standard way to designate where Internet resources such as servers and documents are located. Consider the URL for Course Technology, http://www.course.com.
The “http” specifies the access method and tells your software to access a file using the Hypertext Transport Protocol. This is the primary method for interacting with the Internet. In many cases, you don’t need to include http:// in a URL because it is the default protocol. Thus, http://www.course.com can be abbreviated as www.course.com.
The “www” part of the address signifies that the address is associated with the World Wide Web service, discussed later. The “course.com” part of the address is the domain name that identifies the Internet host site. Domain names must adhere to strict rules. They always have at least two parts, with each part separated by a dot (period). For some Internet addresses, the far right part of the domain name is the country code (such as au for Australia, ca for Canada, dk for Denmark, fr for France, and jp for Japan). Many Internet addresses have a code denoting affiliation categories. (Table 7.2 contains a few popular categories.) The far left part of the domain name identifies the host network or host provider, which might be the name of a university or business. Other countries outside the United States use different top-level domain affiliations than the ones described in the table.
com
edu
Business sites
Educational sites
gov
net
Government sites
Networking sites
org Nonprofit organization sites
Affiliation ID Affiliation Table 7.2
U.S. Top-Level Domain Affiliations
The Internet Corporation for Assigned Names and Numbers (ICANN) is responsible for managing IP addresses and Internet domain names. One of its primary concerns is to make sure that each domain name represents only one individual or entity——the one that legally registers it. For example, if your teacher wanted to use www.course.com for a course Web site, he or she would soon discover that that domain name has already been registered by Course Technology and is not available. ICANN uses companies called accredited domain name registrars to handle the business of registering domain names. For example, you can visit godaddy.com, an accredited registrar, to find out if a particular name has already been registered, and if not, register it for around $10 per year.
Millions of domain names have been registered. Some people, called cyber-squatters, have registered domain names in the hope of selling the names to corporations or people. The domain name Business.com, for example, sold for $7.5 million. In one case, a federal judge ordered the former owner of one Web site to pay the person who originally registered the
Transmission Control Protocol (TCP) The widely used Transport-layer protocol that most Internet applica- tions use with IP.
backbone One of the Internet’s high-speed, long-distance communications links.
Uniform Resource Locator (URL) An assigned address on the Internet for each computer.
The Internet, Intranets, and Extranets | Chapter 7 271
domain name $40 million in compensatory damages and an additional $25 million in puni- tive damages. But some companies are fighting back, suing people who register domain names only to sell them to companies. Today, the ICANN has the authority to resolve domain- name disputes. Under new rules, if an address is found to be “confusingly similar” to a registered trademark, the owner of the domain name has no legitimate interest in the name. The rule was designed in part to prevent cyber-squatters.
Accessing the Internet Although you can connect to the Internet in numerous ways (see Figure 7.3), Internet access is not distributed evenly throughout the world. Which access method you choose is deter- mined by the size and capability of your organization or system.
Modem
Modem
Cell Tower
Cell Phone
I n t e r n
e t
1. Connect via a LAN server
Router/Gateway
Router/Gateway
Router/Gateway
Router/Gateway
2. Connect via dial-up
Connect via high-speed service
Host computer for an online service
LAN
Connect via LAN Server This approach is used by businesses and organizations that manage a local area network (LAN). By connecting a server on the LAN to the Internet using a router, all users on the LAN are provided access to the Internet. Business LAN servers are typically connected to the Internet at very fast data rates, sometimes in the hundreds of Mbps. In addition, you can share the higher cost of this service among several dozen LAN users to allow a reasonable cost per user.
Connect via Dial-up Connecting to the Internet through a dial-up connection requires a modem that allows the computer to use standard phone lines. The modem then contacts a server managed by the Internet service provider (ISP). Dial-up connections use TCP/IP protocol software plus Serial Line Internet Protocol (SLIP) or Point-to-Point Protocol (PPP) software. SLIP and PPP are two communications protocols that transmit packets over telephone lines, allowing dial-up access to the Internet. After the connection is made, you are on the Internet and can access any of its resources. Dial-up is considered the slowest of connections because it is restricted by the 56 Kbps limitation of traditional phone line service. A dial-up connection also ties up the phone line so that it is unavailable for voice calls.
Figure 7.3
Several Ways to Access the Internet Users can access the Internet in several ways, including using a LAN server, dialing into a server using the telephone lines, using a high-speed service, or accessing the Internet over a wireless network.
Part 2 | Information Technology Concepts272
Connect via High-Speed Service Several “high-speed” Internet services are available for home and business. They include cable modem connections from cable television companies, DSL connections from phone com- panies, and satellite connections from satellite television companies. These technologies were discussed in Chapter 6. High-speed services provide data transfer rates between 1 and 7 Mbps. Unlike dial-up, high-speed services provide “always connected” service that does not tie up the phone line.
Connect Wirelessly In addition to connecting to the Internet through wired systems such as phone lines and television cables, wireless Internet access is very popular. Thousands of public Wi-Fi services are available in coffee shops, airports, hotels, and elsewhere, where Internet access is provided free, for an hourly rate, or for a monthly subscription fee. Wi-Fi is even making its way into aircraft, allowing business travelers to be productive during air travel by accessing e-mail and corporate networks.6
Cell phone carriers also provide Internet access for handsets or notebooks equipped with connect cards. New 3G mobile phone services rival wired high-speed connections enjoyed at home and work. Sprint, Verizon, AT&T, and other popular carriers are working to bring 4G service to subscribers soon. 4G cell phone service will compete strongly against today’s wired services. Wireless devices also require specific protocols and approaches to connect. For example, wireless application protocol (WAP) is used to connect cell phones and other devices to the Internet. See Figure 7.4.
Figure 7.4
Connecting Devices to Wireless Networks Notebook computers can use a connect card to take advantage of cell phone carrier data services.
(Source: Courtesy of vario images GmbH & Co.KG / Alamy.)
When Apple introduced the iPhone, one of its slogans was the “Internet in your pocket.” The iPhone serves to prove the popularity of, and potential for, Internet services over a handset.7 Intel picked up on Apple’s slogan and added it to its own marketing campaign for its processor called the Atom, which is designed to bring the Internet to more mobile devices.8
Internet Service Providers An Internet service provider (ISP) is any company that provides Internet access to people and organizations. Some ISPs such as America Online (AOL) and Microsoft Network (MSN) offer extended information services through software installed on the subscriber’s PC. Many others simply offer a connection to the Internet that subscribers use with a Web browser and other Internet software to access services. Thousands of organizations serve as ISPs, ranging from universities making unused communications line capacity available to students and faculty to major communications giants such as AT&T and Verizon. To use this type of
Internet service provider (ISP) Any company that provides Internet access to people or organizations.
The Internet, Intranets, and Extranets | Chapter 7 273
connection, you must have an account with the service provider and software that allows a direct link via TCP/IP.
For a dial-up connection, ISPs typically charge a monthly fee that can range from $10 to $30 for unlimited Internet access. The fee normally includes e-mail. Many ISPs and online services offer broadband Internet access through DSLs, cable, or satellite transmission. Broadband users pay between $30 and $60 per month for unlimited service. Broadband rates differ based on the speed of the connection. Some businesses and universities use the very fast T1 or T3 lines to connect to the Internet. T1 and T3 support high data rates, but have additional value over DSL and cable because they can send many signals simultaneously. Table 7.3 compares the speed of modem, DSL, cable, and T1 Internet connections to perform basic tasks. This table uses advertised connection speeds; your performance will be slower. These technologies were discussed in Chapter 6.
Send 20-page term paper (500 KB)
Send a four- minute song as an MP3 file (4.5 MB)
Send a full-length motion picture as a compressed file (1.4 GB)
80 seconds
About 7 hours
3.2 seconds
About 16 minutes
1.5 seconds
7.8 minutes
9 seconds 0.36 seconds
0.17 seconds
Task Modem (56Kbps)
T1 (1.4 Mbps)
DSL (3 Mbps)
.64 seconds 0.1 seconds
3.3 minutes .53 seconds
.07 seconds .01 seconds
Cable (7 Mbps)
T3 (44 Mbps)
Table 7.3
Approximate Times to Perform Basic Tasks at Advertised Connection Speeds
Some ISPs are experimenting with low-fee or no-fee Internet access, though strings are attached to the no-fee offers in most cases. Some free ISPs require that customers provide detailed demographic and personal information. In other cases, customers receive extra ad- vertising when using the Web. For example, a pop-up ad is a window that is displayed when someone visits a Web site. It opens and advertises a product or service. Some e-commerce retailers have posted ads that resemble computer-warning messages and have been sued for deceptive advertising. A banner ad appears as a banner or advertising element within a Web site’s layout, which you can ignore or click to go to the advertiser’s Web site.
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ETHICAL AND SOCIETAL ISSUES
Comcast, Packet Shaping, and Net Neutrality In 2008, the U.S. Federal Communications Commission (FCC) required the telecommunications and cable TV giant Comcast to testify about its practice of packet shaping. Packet shaping is a technique that some Internet service providers (ISPs) use to control the volume of network traffic to optimize or guarantee performance. It involves filtering Internet traffic, which travels the Internet in data packets, and slowing down some types of packets in order to speed up others.
Some Comcast customers noticed that when they attempted to upload files on Bit Torrent, a popular file-sharing utility, the transfers were extremely slow and often stopped all together. Reporters with the Associated Press ran some nationwide tests and determined that Comcast was indeed filtering Internet packets, determining which packets were uploading files with Bit Torrent, and then shutting down those packets. When the news was released, it made front page headlines, and many Internet users were enraged.
Why were they enraged? The people who designed the Internet and Web intended it to be run with neutrality. Network neutrality refers to a principle applied to Internet services whereby all data is delivered to all users with equal priority. Most importantly, many believe that managers of Internet traffic do not have the right to examine what is in packets. To do so would be an invasion of privacy. A process called “deep packet inspection” allows automated systems to analyze the contents of every packet flowing through the ISP and take actions based on a rule. For example, packets with the words “bomb instructions” might be detained and the owner tracked down. But would such an action be in accordance with the privacy guaranteed to U.S. citizens in the Constitution?
Some organizations do not support net neutrality. Comcast claims that 80 percent of its bandwidth is taken up by 10 percent of its users involved in illegal file sharing, with many of the files being
huge video files. If this were true, and if it were affecting the overall performance of the Internet, they might have a case for packet shaping.
Law enforcement would also like the ability to filter packets to find criminal activity. FBI director Robert Mueller has indicated that he would like the House of Representatives to grant permission to filter all Internet traffic to detect illegal activities. The Recording Industry Association of America and the Motion Picture Association of America would like ISPs to filter out packets that are involved in illegal file sharing and copyright violation. However, the ISPs are not eager to become the Internet’s traffic cops. When false arrests are made, as they inevitably would be, the ISP would be liable.
After hearing Comcast’s case and the voices of those support- ing net neutrality, the FCC stated that it plans to regulate how and when ISPs can practice packet shaping. Comcast has promised to change its packet-shaping practices. Net neutrality is likely to be a hot topic in federal courts in coming years.
Discussion Questions
1. What is packet shaping and do ISPs use it? 2. What are the principles of network neutrality?
Critical Thinking Questions
1. Do you favor network neutrality or packet shaping? Why? 2. Is it necessary for the U.S. government to intervene and
regulate ISPs? What laws would you like to see enacted?
Sources: Svensson, Peter, “Comcast blocks some Internet traffic,” Associated Press/MSNBC, www.msnbc.msn.com/id/21376597; Kumar, Vishesh, “Com- cast, BitTorrent to Work Together on Network Traffic,” The Wall Street Journal, March 27, 2008, http://online.wsj.com/article/ SB120658178504567453.html; Stokes, Jon, “FBI wants to move hunt for crim- inals into Internet backbone,” Ars Technica, April 24, 2008, http:// arstechnica.com/news.ars/post/20080424-fbi-wants-to-move-hunt-for- criminals-into-internet-backbone.html.
275
The World
THE WORLD WIDE WEB
Wide Web was developed by Tim Berners-Lee at CERN, the European Organization for Nuclear Research in Geneva, Switzerland. He originally conceived of it as an internal document-management system. From this modest beginning, the World Wide Web (the Web, WWW, or W3) has grown to a collection of tens of millions of server computers that work together as one in an Internet service using hyperlink technology to provide information to billions of users. These computers, called Web servers, are scattered all over the world and contain every imaginable type of data. Web users use hyperlinks, highlighted text or graphics in a Web document, that, when clicked, open a new Web page or section of the same page containing related content. Thanks to the high-speed Internet circuits connecting them and hyperlink technology, users can jump between Web pages and servers effortlessly—creating the illusion of using one big computer. Because of the vast amount of information available on the Web and the wide variety of media, the Web has become the most popular means of information access in the world today.
In short, the Web is a hyperlink-based system that uses the client/server model. It orga- nizes Internet resources throughout the world into a series of linked files, called pages, accessed and viewed using Web client software called a Web browser. Internet Explorer, Firefox, and Safari are three popular Web browsers. See Figure 7.5. A collection of pages on one particular topic, accessed under one Web domain, is called a Web site. The Web was originally designed to support formatted text and pictures on a page. It has evolved to support many more types of information and communication including user interactivity, animation, and video. Web plug-ins help provide additional features to standard Web sites. Adobe Flash and Real Player are examples of Web plug-ins.
Figure 7.5
Mozilla Firefox Web browsers such as Firefox let you access Internet resources throughout the world using a series of linked Web pages.
A Web portal is an entry point or doorway to the Internet. Web portals include AOL, MSN, Google, Yahoo!, and others. For example, some people use Yahoo.com as their Web portal, which means they have set Yahoo! as the starting point when they open their browsers. When they enter the Internet, the Yahoo! Web site appears. Users can often customize Web portals and choose from a variety of widgets—small useful applications and services—to add
World Wide Web A collection of tens of millions of server computers that work togeth- er as one in an Internet service using hyperlink technology to provide information to billions of users.
hyperlink Highlighted text or graphics in a Web document that, when clicked, opens a new Web page or section of the same page containing related content.
Web browser Web client software such as Internet Explorer, Firefox, and Safari used to view Web pages.
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to the page.9 Web browser settings use the term home page to refer to your starting point. This setting can apply to any Web page you prefer. A corporate Web portal refers to the company’s Internet site, which is a gateway or entry point to corporate data and resources.
Hypertext Markup Language (HTML) is the standard page description language for Web pages. One way to think about HTML is as a set of highlighter pens that you use to mark up plain text to make it a Web page—red for the headings, yellow for bold, and so on. The HTML tags let the browser know how to format the text: as a heading, list, or body text, for example. Users “mark up” a page by placing HTML tags before and after a word or words. For example, to turn a sentence into a heading, you place the <h1> tag at the start of the sentence. At the end of the sentence, you place the closing tag </h1>. When you view this page in your browser, the sentence will be displayed as a heading. HTML also provides tags to import objects stored in files, such as photos, audio, and movies, into a Web page. In short, a Web page is made up of three components: text, tags, and references to files. The text is your message, the tags are codes that mark the way words will be displayed, and the references to files insert photos and media into the Web page at specific locations. All HTML tags are enclosed in a set of angle brackets (< and >), such as <h2>. The closing tag has a forward slash in it, such as </b> for closing bold. Consider the following text and tags:
<h1 align=”center”>Principles of Information Systems</h1>
This HTML code centers Principles of Information Systems as a major, or level 1, heading. The “h1” in the HTML code indicates a first-level heading. On some browsers, the heading might be 14-point type with a Times Roman font. On other browsers, it might be a larger 18-point type in a different font. Figure 7.6 shows a simple document and its corresponding HTML tags. Notice the <html> tag at the top indicating the beginning of the HTML code. The <title> indicates the beginning of the title: “Course Technology—Leading the Way in IT Publishing.” The </title> tag indicates the end of the title.
Figure 7.6
Sample Hypertext Markup Language The window on the left is a Web document, and the window on the right shows the corresponding HTML tags.
Some newer Web standards are gaining in popularity, including Extensible Markup Lan- guage (XML), Extensible Hypertext Markup Language (XHTML), Cascading Style Sheets (CSS), Dynamic HTML (DHMTL), and Wireless Markup Language (WML), which can dis- play Web pages on small screens such as smartphones and PDAs. XHTML is a combination of XML and HTML that has been approved by the World Wide Web Consortium (W3C).
Extensible Markup Language (XML) is a markup language for Web documents containing structured information, including words and pictures. XML does not have a predefined tag set. With HTML, for example, the <h1> tag always means a first-level heading. The content and formatting are contained in the same HTML document. XML Web documents contain the content of a Web page. The formatting of the content is contained in a style sheet. A few typical instructions in XML follow:
Hypertext Markup Language (HTML) The standard page description language for Web pages.
HTML tags Codes that let the Web browser know how to format text—as a heading, as a list, or as body text—and whether images, sound, and other elements should be inserted.
Extensible Markup Language (XML) The markup language for Web documents containing structured information, including words, pictures, and other elements.
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<chapter>Hardware <topic>Input Devices <topic>Processing and Storage Devices <topic>Output Devices A Cascading Style Sheet (CSS) is a file or portion of an HTML file that defines the visual
appearance of content in a Web page. Using CSS is convenient because you only need to define the technical details of the page’s appearance once, rather than in each HTML tag. For example, the visual appearance of the preceding XML content may be contained in the following style sheet. This style sheet specifies that the chapter title “Hardware” is displayed on the Web page in a large Arial font (18 points). “Hardware” will also appear in bold blue text. The “Input Devices” title will appear in a smaller Arial font (12 points) and italic red text.
chapter: (font-size: 18pt; color: blue; font-weight: bold; display: block; font-family: Arial; margin-top: 10pt; margin-left: 5pt) topic: (font-size: 12pt; color: red; font-style: italic; display: block; font-family: Arial; margin-left: 12pt) Many new Web sites being developed use CSS to define the visual design and layout of
Web pages, XML to define the content, and XHTML to join the content (XML) with the design (CSS). See Figure 7.7. This modular approach to Web design allows you to change the visual design without affecting the content, or to change the content without affecting the visual design.
Figure 7.7
XML, CSS, and XHTML Today’s Web sites are created using XML to define content, CSS to define the visual style, and XHTML to put it all together.
Cascading Style Sheet (CSS) A file or portion of an HTML file that defines the visual appearance of content in a Web page.
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CSS File
-Fonts
-Colors
-Layout
XML File
-Content
XHTML File
CSS+ XML
Web 2.0 and the Social Web Over the past few years, the Web has been evolving from a one-directional resource where users only obtain information to a two-directional resource where users obtain and contribute information. Consider Web sites such as YouTube, Wikipedia, and MySpace as examples. The Web has also grown in power to support full-blown software applications, such as Google Docs, and is becoming a computing platform on its own. These two major trends in how the Web is used and perceived have created dramatic changes on the Web, so that the new form of the Web has earned the title of Web 2.0.10
The original Web, now referred to as Web 1.0, provided a platform for technology-savvy developers and the businesses and organizations that hired them to publish information for the general public to view. The introduction of user-generated content supported by Wikipedia, blogging, and podcasting made it clear that those using the Web were also in- terested in contributing to its content. This led to the development of Web sites with the sole purpose of supporting user-generated content and user feedback.
Web sites such as YouTube and Flickr allow users to share video and photos with other people, groups, and the world. With social networking Web sites such as Facebook and MySpace, users can post information about their interests and find like-minded people. Using microblogging sites such as Twitter and Jaiku, people can post thoughts and ideas throughout the day for friends to read. Social bookmarking sites such as Digg and del.icio.us allow users to pool their votes to determine what online news stories and Web pages are most interesting each moment of the day. Similarly, Epinions and many retail Web sites allow consumers to voice their opinions about products. All of these popular Web sites serve as examples of how the Web has transformed to become the town square where people share information, ideas, and opinions; meet with friends; and make new acquaintances.
The introduction of powerful Web-delivered applications such as Google Docs, Adobe Photoshop Express, Xcerion Web-based OS, and Microsoft Maps have elevated the Web from an online library to a platform for computing.11 Many of the computer activities tra- ditionally provided through software installed on a PC can now be carried out using rich Internet applications (RIAs) in a Web browser without installing any software. A rich In- ternet application is software that has the functionality and complexity of traditional application software, but runs in a Web browser and does not require local installation. RIAs are the result of continuously improving programming languages and platforms designed for the Web.
iCloud from Xcerion is a Web-based operating system that runs in a browser window.
(Source: Courtesy of Xcerion AB.)
Web 2.0 The Web as a computing platform that supports software applications and the sharing of information between users.
rich Internet application Software that has the functionality and complexity of traditional appli- cation software, but does not require local installation and runs in a Web browser.
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Web Programming Languages Several programming languages are key to the Web. Java, for example, is an object-oriented programming language from Sun Microsystems based on the C++ programming language, which allows small programs, called applets, to be embedded within an HTML document. When the user clicks the appropriate part of an HTML page to retrieve an applet from a Web server, the applet is downloaded onto the client workstation, where it begins executing. Unlike other programs, Java software can run on any type of computer. Programmers use Java to make Web pages come alive, adding splashy graphics, animation, and real-time updates.
In addition to Java, companies use a variety of other programming languages and tools to develop Web sites. Software services delivered over the Web may run on the Web server, delivering the results of the processing to the user, or may run directly on the client—the user’s PC. These two categories are commonly referred to as client-side and server-side soft- ware. JavaScript, VBScript, and ActiveX (used with Internet Explorer) are Internet languages used to develop Web pages and perform important functions, such as accepting user input. Asynchronous JavaScript and XML (AJAX) has become a popular programming language for developing RIAs. Programs built with AJAX run smoothly on the client PC, occasionally exchanging messages with the server.
Hypertext Preprocessor, or PHP, is an open-source programming language. PHP code or instructions can be embedded directly into HTML code. Unlike some other Internet lan- guages, PHP can run on a Web server, with the results being transferred to a client computer. PHP can be used on a variety of operating systems, including Microsoft Windows, Macintosh OS X, HP-UX, and others. It can also be used with a variety of database management systems, such as DB2, Oracle, Informix, MySQL, and many others. These characteristics—running on different operating systems and database management systems, and being an open-source language—make PHP popular with many Web developers. Perl is another popular server- side programming language.
Adobe Flash and Microsoft Silverlight provide development environments for creating rich Web animation and interactive media. Both Flash and Silverlight require the user to install a browser plug-in to run. Flash has become so common that popular browsers include it as a standard feature. Microsoft Silverlight is a relatively new technology that is working to become a competitor to Flash. Any Web site that you visit that provides sophisticated ani- mation and interaction is probably created with Flash or Silverlight. Such pages often take longer to load than standard HTML pages.
Developing Web Content The art of Web design involves working within the technical limitations of the Web and using a set of tools to make appealing designs. Popular tools for creating Web pages and managing Web sites include Adobe Dreamweaver, Microsoft Expression Web, and Nvu. (See Figure 7.8.) Today’s Web development applications allow the user to create Web sites using software that resembles a word processor. The software includes features that allow the de- veloper to work directly with the HTML code or use autogenerated code. Web development software also helps the designer keep track of all files in a Web site and the hyperlinks that connect them.
After you create Web pages, your next step is to place, or publish, the content on a Web server. Popular publishing options include using ISPs, free sites, and Web hosting. Web hosting services provide space on their Web servers for people and businesses that don’t have the financial resources, time, or skills to host their own Web sites. A Web host can charge $15 or more per month, depending on services. Some Web hosting sites include domain name registration, Web authoring software, and activity reporting and monitoring of the Web site. Some ISPs also provide limited Web space, typically 1 to 6 MB, as part of their monthly fee. If more disk space is needed, additional fees are charged. Free sites offer limited space for a Web site. In return, free sites often require the user to view advertising or agree to other terms and conditions.
Java An object-oriented programming language from Sun Microsystems based on C++ that allows small pro- grams (applets) to be embedded within an HTML document.
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Some Web developers are creating programs and procedures to combine two or more Web applications into a new service, called a mash-up. A mash-up is named for the process of mixing two or more hip-hop songs into one song. A Web site that provides crime infor- mation, for example, can be mashed up with a mapping Web site to produce a Web site with crime information placed on top of a map of a metropolitan area. People are becoming creative in how they mash up several Web sites into new ones. Google and Yahoo both provide developers with tools for creating mash-ups. Google’s is called the Mashup Editor (editor.googlemashups.com), and Yahoo’s is called Pipes (pipes.yahoo.com).12
Some corporations maintain and manage their large enterprise Web sites using a content management system (CMS). A CMS consists of both software and support. Companies that provide a CMS can charge from $15,000 to more than $500,000 annually, depending on the complexity of the Web site being maintained and the services being performed. Leading CMS vendors include BroadVision, EBT, FileNet, and Vignette. Many of these products are popular because they take a newer approach to developing and maintaining Web content called Web services, discussed next.
Many products make it easy to develop Web content and interconnect Web services, discussed in the next section. Microsoft, for example, provides a development and Web services platform called .NET. The .NET platform allows developers to use different pro- gramming languages to create and run programs, including those for the Web. The .NET platform also includes a rich library of programming code to help build XML Web applica- tions. Other popular Web development platforms include Sun JavaServer Pages, Microsoft ASP, and Adobe Cold Fusion. See Figure 7.9.
Web Services Web services consist of standards and tools that streamline and simplify communication among Web sites, promising to revolutionize the way we develop and use the Web for business and personal purposes. Internet companies, including Amazon, eBay, and Google, are now using Web services. Amazon, for example, has developed Amazon Web Services (AWS) to make the contents of its huge online catalog available to other Web sites or software appli- cations. Mitsubishi Motors of North America uses Web services to link about 700 automotive dealers on the Internet.
The key to Web services is XML. Just as HTML was developed as a standard for for- matting Web content into Web pages, XML is used within a Web page to describe and
Web services Standards and tools that streamline and simplify communication among Web sites for business and personal purposes.
Figure 7.8
Creating Web Pages Adobe Dreamweaver makes Web design nearly as easy as using a word processor.
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transfer data between Web service applications. XML is easy to read and has wide industry support. In addition to XML, three other components are used in Web service applications:
1. SOAP (Simple Object Access Protocol) is a specification that defines the XML format for messages. SOAP allows businesses, their suppliers, and their customers to commu- nicate with each other. It provides a set of rules that makes it easier to move information and data over the Internet.
2. WSDL (Web Services Description Language) provides a way for a Web service applica- tion to describe its interfaces in enough detail to allow a user to build a client application to talk to it. In other words, it allows one software component to connect to and work with another software component on the Internet.
3. UDDI (Universal Discovery Description and Integration) is used to register Web service applications with an Internet directory so that potential users can easily find them and carry out transactions over the Web.
INTERNET AND WEB APPLICATIONS
The types of Internet and Web applications available are vast and ever expanding. Here are some examples.
Search Engines and Web Research A search engine is a valuable tool that enables you to find information on the Web by spec- ifying words that are key to a topic of interest—known as keywords. You can also use operators such as OR and NOT for more precise search results.13 Table 7.4 provides examples of the use of operators in Google searches as listed on Google’s help page (www.google.com/ help/cheatsheet.html).
Search engines provide their services for free, which leaves many wondering how they make money. Search engines make money from companies that place advertisements with the search results. Search companies learn about visitors’ interests by the topics for which they search, and can target ads to each user based on those interests. Google, Microsoft, and Yahoo! are leaders in the search engine business.
search engine A valuable tool that enables you to find information on the Web by spec- ifying words that are key to a topic of interest, known as keywords.
Figure 7.9
Developing a Web Page Using Microsoft Visual Studio The window on the left shows the Web page being developed using Microsoft Visual Studio, part of the .NET Web development platform. The window on the right shows the Web page in a browser.
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Search engines scour the Web with bots (automated programs) called spiders that follow all Web links in an attempt to catalog every Web page by topic. The process is called Web crawling, and due to the ever-changing nature of the Web, it is a job that never ends. Google maintains over four billion indexed Web pages in a database on 30 clusters of up to 2,000 computers, each totaling over 30 petabytes of data.
One of the challenges of Web crawling is determining which of the words on any given Web page describe its topic. Different search engines use different methods. Methods include counting word occurrences within the Web page, evaluating nouns and verbs in the page’s title and subtitle, using keywords provided by the page’s author in a meta tag, and evaluating the words used in links to the page from other pages. Once the search engine has a reasonable idea of a page’s topic, it records the URL, page title, and associated information and keywords in a database.
After building the search database, the next challenge facing a search engine is to deter- mine which of the hundreds or thousands of Web pages associated with a particular keyword are most useful. The method of ranking Web pages from most relevant to least differs from search engine to search engine. Google uses a popularity contest approach. Web pages that are referenced from other Web pages are ranked higher than those that are not. Each reference is considered a vote for the referenced page. The more votes a Web page gets, the higher its rank. References from higher-ranked pages weigh more heavily than those from lower- ranked pages.
Today’s heated competition in the search engine market is pressing the big players to expand their services. Table 7.5 lists some of the newer search engine services available and being developed.
Search engines have become important to businesses as a tool to drive visitors to the business’ Web site. Many businesses invest in search engine optimization (SEO)—a process for driving traffic to a Web site by using techniques that improve the site’s ranking in search results. SEO is based on the understanding that Web page links listed on the first page of search results, as high on the list as possible, have a far greater chance of being clicked. SEO professionals study the algorithms employed by search engines, altering the Web page con- tents and other variables to improve the page’s chance of being ranked number one.14
SEO has become a valuable marketing tool. Tax software company TaxEngine.com hired an SEO company to improve its visibility and allow it to compete with larger companies such as H&R Block and TurboTax. The SEO approach saved the company 50 percent in mar- keting costs over the previous year while increasing its business. The SEO optimized the company’s hit results for over 100 highly competitive search keywords.15
In addition to search engines, you can use other Internet sites to research information. For example, www.findarticles.com contains millions of articles on a variety of topics, in- cluding business and finance, health and fitness, sports, and reference and education. You
Keywords and Operator Entered
Search Engine Interpretation
vacation Hawaii
Maui OR Hawaii
"To each his own"
virus –computer
Star Wars Episode +I
~auto loan
red * blue
define:computer
The words “vacation” and “Hawaii”
Either the word “Maui” or the word “Hawaii”
The exact phrase “To each his own”
The word virus, but not the word computer
The movie title “Star Wars Episode”, including the Roman numeral I
Loan information for both the word “auto” and its synonyms, such as “truck” and “car”
Definitions of the word “computer” from around the Web
The words “red” and “blue” separated by one or more words
Table 7.4
Using Operators in Google Web Searches
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can use many news organizations, including CNN (www.cnn.com) and Fox News (www.foxnews.com), to access current information on a variety of topics. Some Web sites maintain versions in different languages, especially for research purposes. Others offer pro- grams such as Flexnet that combine online learning with face-to-face instruction. Wikipedia, an encyclopedia with 1.9 million English-language entries created and edited by tens of thousands of contributors, is another example of a Web site that can be used to research information.16 (See Figure 7.10.) In Hawaiian, wiki means quick, so a wikipedia provides quick access to information. The Web site is both open source and open editing, which means that people can add or edit entries in the encyclopedia at any time. Because thousands of people are monitoring Wikipedia, the Web-based encyclopedia is self-regulating. Incorrect, outdated, or offensive material is usually removed, although people with an unobjective point of view have distorted information on Wikipedia intentionally. Jimmy Wales, the founder of Wikipedia, would like to expand the wiki concept into books, manuals, and quotations. Some think that the approach of Wikipedia can be used to allow people to collaborate on important projects. Squidoo (www.squidoo.com) is a Web site you can use to find information about a person’s view of a particular topic, often called a “lens.” You can find lenses on a wide variety of topics, including the arts, computers and technology, education, health, movies, music, news, and much more.
Alerts
Answers
Receive news and search results via e-mail
Ask a question, set a price, get an answer
Catalogs
Desktop Search for Enterprise
Search and browse mail-order catalogs
Search your company’s network
Images
Local
Search for images on the Web
Find local businesses and services
Maps
Mobile
View maps and get directions
News
Personalized Search Page
Search thousands of news stories
Customize your search page with current news and weather
Search the full text of books
Search the Web from your cell phone
Ride Finder Find a taxi, limousine, or shuttle using real-time position of vehicles
Scholar; University Search
Search by Location
Search through journal articles, abstracts, and other scholarly literature; search a specific school's Web site
Filter results by geographic location
Search History
Search Toolbar
Maintain a history of past searches and the Web sites that produced results
Shopping
Video
Find the best deal on consumer products
Search recent TV programs online
Access search from the toolbar of your browser or operating system taskbar
Service What it DoesTable 7.5
Search Engine Services
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Figure 7.10
Wikipedia Wikipedia captures the knowledge of tens of thousands of experts.
Business Uses of the Web In 1991, the Commercial Internet Exchange (CIX) Association was established to allow businesses to connect to the Internet. Since then, firms have been using the Internet for a number of applications, as discussed in this section.
E-mail, Instant Messaging, and Video Chat E-mail is no longer limited to simple text messages. Depending on your hardware and soft- ware and the hardware and software of your recipient, you can embed images, sound, and video in a message and attach any kind of file. The authors of this book, for example, attached chapter files to e-mail messages that were sent to editors and reviewers for feedback.
Many people use online e-mail services such as Hotmail, MSN, and Gmail to access e-mail. Online e-mail services store messages on the server, so users need to be connected to the Internet to view, send, and manage e-mail. Other people prefer to use software such as Microsoft Outlook, Apple Mail, or Mozilla Thunderbird, which retrieve e-mail from the server and deliver it to the user’s PC. Post office protocol (POP) is used to transfer messages from e-mail servers to your PC. E-mail software typically includes more information man- agement features than online e-mail services, and lets you save your e-mail on your own PC, making it easier to manage and organize messages and to keep the messages private and secure. Another protocol called Internet message access protocol (IMAP) allows you to view e-mail using Outlook or other e-mail software without downloading and storing the messages lo- cally. Some users prefer this method because it allows them to view messages from any Internet-connected PC.
Business users that access e-mail from smartphones such as the BlackBerry take advantage of a technology called Push e-mail. Push e-mail uses corporate server software that transfers, or pushes, e-mail out to the handset as soon as it arrives at the corporate e-mail server. To the BlackBerry user, it appears as though e-mail is delivered directly to the handset. Push e-mail allows the user to view e-mail from any mobile or desktop device connected to the corporate server. This arrangement allows users flexibility in where, when, and how they access and manage e-mail.17
Since text-based communications lack the benefit of facial expression, voice inflection, and body language, users have developed methods of expressing emotion through typed characters. Text messaging has also led to abbreviations for common expressions that save typing time. Table 7.6 lists some expressions and abbreviations frequently used in personal
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e-mail messages, text messaging, and other forms of text communications. These abbrevia- tions are normally not appropriate for business correspondence.
;-) Smile with a wink
;-( Frown with a wink
AAMOF—As a matter of fact
AFAIK—As far as I know
:-# My lips are sealed
:-D Laughing
BTW—By the way
CUL8R—See you later
:-0 Shocked
:-] Blockhead
F2F—Face to face
LOL—Laughing out loud
:-@ Screaming
:-& Tongue-tied
OIC—Oh, I see
%-) Brain-dead TTFN—Ta-Ta for now
TIA—Thanks in advance
Expressions AbbreviationsTable 7.6
Some Common Abbreviations Used in Personal E-Mail
Some companies use bulk e-mail to send legitimate and important information to sales representatives, customers, and suppliers around the world. With its popularity and ease of use, however, some people feel they are drowning in too much e-mail.18 Over a trillion e-mail messages are sent from businesses in North America each year. This staggering number is up from 40 billion e-mail messages in 1995. Many messages are copies sent to long lists of corporate users. Users are taking steps to cope with and reduce the mountain of e-mail. Some companies have banned the use of copying others on e-mails unless it is critical. Some e-mail services scan for possible junk or bulk mail, called spam, and delete it or place it in a separate file. More than half of all e-mail can be considered spam. Some business executives receive 300 or more spam e-mails in their corporate mailboxes every morning. Mukesh Lulla, pres- ident of TeamF1, a networking and security-software company, receives 300 to 400 e-mail messages daily, not including spam.19 While spam-filtering software can prevent or discard unwanted messages, other software products can help users sort and answer large amounts of legitimate e-mail. For example, software from ClearContext, Seriosity, and Xobni rank and sort messages based on sender, content, and context, allowing individuals to focus on the most urgent and important messages first.
BlackBerry users have instant access to e-mail sent to their business account.
(Source: Courtesy of Marvin Woodyatt/Photoshot /Landov.)
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Instant messaging is online, real-time communication between two or more people who are connected to the Internet. With instant messaging, two or more windows or panes open, with each one displaying text a person is typing. Because the typing is displayed in real time, instant messaging is like talking to someone using the keyboard. See Figure 7.11.
Figure 7.11
Instant Messaging Instant messaging lets you converse with another Internet user by exchanging messages instantaneously.
Many companies offer instant messaging, including America Online, Yahoo!, and Mi- crosoft. America Online is one of the leaders in instant messaging, with millions of people using AOL Instant Messenger (AIM) and its client program ICQ. In addition to being able to type messages on a keyboard and have the information instantly displayed on the other person’s screen, some instant messaging programs are allowing voice communication or connection to cell phones. Today, instant messaging can be delivered over the Internet, through the cell phone services, and via other telecommunications services first discussed in Chapter 6.
As more people are connecting to the Internet over broadband connections, increasing numbers of users are turning to video chat. Services such as Apple iChat and Skype provide computer-to-computer video chat so users can speak to each other face-to-face. Some video chat services support conference calling as well.
Career Information and Job Searching The Internet is an excellent source of job-related information. People looking for their first job or seeking information about new job opportunities can find a wealth of information. Search engines can be a good starting point for searching for specific companies or industries. You can use a directory on Yahoo’s home page, for example, to explore industries and careers. Most medium and large companies have Internet sites that list open positions, salaries, ben- efits, and people to contact for further information. The IBM Web site, www.ibm.com, has a link to “Jobs at IBM.” When you click this link, you can find information on jobs with IBM around the world. Some Internet sites specialize in certain careers or industries. The site www.directmarketingcareers.com lists direct marketing jobs and careers. Some sites can help you develop a résumé and find a good job. They can also help you develop an effective cover letter for a résumé, prepare for a job interview, negotiate an employment contract, and more. In addition, several Internet sites specialize in helping you find job information and even apply for jobs online, including www.monster.com, www.hotjobs.com, and www.careerbuilder.com. You must be careful when applying for jobs online, however. Some bogus companies or Web sites will steal your identity by asking for personal information. People eager to get a job often give their Social Security number, birth date, and other personal information. The result can be no job, large bills on your credit card, and ruined credit.
instant messaging A method that allows two or more people to communicate online using the Internet.
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Telnet, SSH, and FTP Telnet is a network protocol that enables users to log on to networks remotely over the Internet. Telnet software uses a command-line interface that allows the user to work on a remote server directly. Since Telnet is not secured with encryption, most users are switching to secure shell (SSH), which provides Telnet functionality through a more secure connection.
File Transfer Protocol (FTP) is a protocol that supports file transfers between a host and a remote computer. Using FTP, users can copy files from one computer to another. For example, companies use it to transfer vast amounts of business transactional data to the computers of its customers and suppliers. You can also use FTP to gain access to a wealth of free software on the Internet and to upload or download content to a Web site. The authors and editors of this book used an FTP site provided by the publisher, Course Technology, to share and transfer important files during the publication process. Chapter files and artwork, for example, were uploaded to a Course Technology Web site and downloaded by authors and editors to review. Like Telnet, FTP connections are not encrypted, and are therefore not secure. Many users are switching to secure FTP (SFTP) for more secure file transfers.
Web Log (Blog), Video Log (Vlog), and Podcasting A Web log, typically called a blog, is a Web site that people can create and use to write about their observations, experiences, and opinions on a wide range of topics.20 The community of blogs and bloggers is often called the blogosphere. A blogger is a person who creates a blog, while blogging refers to the process of placing entries on a blog site. A blog is like a journal. When people post information to a blog, it is placed at the top of the blog page. Blogs can include links to external information and an area for comments submitted by visitors. Video content can also be placed on the Internet using the same approach as a blog. This is often called a video log or vlog. Blogs are easy to post, but they can cause problems when people tell
File Transfer Protocol (FTP) A protocol that describes a file transfer process between a host and a remote computer and allows users to copy files from one com- puter to another.
Web log (blog) A Web site that people can create and use to write about their obser- vations, experiences, and feelings on a wide range of topics.
Several Internet sites specialize in helping people get job information and even apply for jobs online.
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or share too much. People have been fired for blogging about work, and the daughter of a politician embarrassed her father when she made personal confessions on a blog.
Blog sites, such as www.blogger.com and www.blogcatalog.com, can include information and tools to help people create and use Web logs. To set up a blog, you can go to the Web site of a blog service provider, such as www.livejournal.com, create a username and password, select a theme, choose a URL, follow any other instructions, and start making your first entry. Blog search engines include Technorati and Blogdigger. You can also use Google to locate a blog.
A corporate blog can be useful for communicating with customers, partners, and em- ployees. However, companies and their employees need to be cautious about the legal risks of blogging.21 Blogging can expose a corporation and its employees to charges of defamation, copyright and trademark infringement, invasion of privacy, and revealing corporate secrets.
A podcast is an audio broadcast over the Internet. The name podcast comes from the word iPod, Apple’s portable music player, and the word broadcasting. A podcast is an audio blog, like a personal radio station on the Internet, and extends blogging by adding audio messages. Using PCs, recording software, and microphones, you can record audio messages and place them on the Internet. You can then listen to the podcasts on your PC or download the audio material to a digital audio player, such as Apple’s iPod. You can also use podcasting to listen to TV programs, your favorite radio personalities, music, and messages from your friends and family at any time and place. Finding good podcasts, however, can be challenging. Apple’s iTunes provides free access to tens of thousands of podcasts sorted by topic and searchable by keyword. After you find a podcast, you can download it to a PC (Windows or Mac) and to an MP3 music player such as the iPod for future listening.
Figure 7.12
iTunes Podcasts iTunes provides free access to tens of thousands of podcasts.
People and corporations can use podcasts to listen to audio material, increase revenues, or advertise products and services. You can listen to podcasts of radio programs, including some programs from National Public Radio (NPR), while you are driving, walking, making a meal, or most other activities. Clear Channel Communications, a radio broadcasting cor- poration, sells memberships to podcasts of popular radio shows and personalities, including Rush Limbaugh, NPR programs, and others. ABC News uses podcasts to allow people to
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listen to some TV programs, such as Nightline. Colleges and universities often use blogs and podcasts to deliver course material to students.
Many blogs, vlogs, and podcasts offer automatic updates to a PC using a technology called Really Simple Syndication (RSS). RSS is a collection of Web technologies that allow users to subscribe to Web content that is frequently updated. With RSS, you can receive a blog update without actually visiting the blog Web site. You can also use RSS to receive other updates on the Internet from news Web sites and podcasts. Software used to subscribe to RSS feeds is called aggregator software. Google Reader is a popular aggregator for subscribing to blogs.
Usenet and Newsgroups Usenet is an older technology that uses e-mail to provide a centralized news service. Topic areas in Usenet are called newsgroups. A newsgroup is essentially an online discussion group that focuses on a particular topic. Newsgroups are organized into various hierarchies by general topic, and each topic can contain many subtopics. Table 7.7 provides some examples. Usenet is actually a protocol that describes how groups of messages can be stored on and sent between computers. Following the Usenet protocol, e-mail messages are sent to a host com- puter that acts as a Usenet server. This server gathers information about a single topic into a central place for messages. A user sends e-mail to the server, which stores the messages. The user can then log on to the server to read these messages or have software on the computer log on and automatically download the latest messages to be read at leisure. Thus, Usenet forms a virtual forum for the electronic community, and this forum is divided into newsgroups. Blogging, RSS, and social networking sites have drawn many users away from Usenet forums.
alt.airline
alt.books
Current schedules of various airlines
Index of book reviews
alt.current-events.net-abuse.spam
alt.fan
Reports of e-mail and newsgroup spam abuse
Fans of various performers, artists, and others
alt.politics
alt.sports.baseball
Index of political discussions
Major league baseball
biz.ecommerce
misc.legal
Internet retailers
news.software
rec.backcountry
rec.food.restaurants
Usenet software
Activities in the great outdoors
Discussion of dining out
Miscellaneous discussions of legal matters
Newsgroup Address DescriptionTable 7.7
Selected Usenet Newsgroups
Chat Rooms A chat room is a facility that enables two or more people to engage in interactive “conver- sations” over the Internet. When you participate in a chat room, dozens of people might be participating from around the world. Multiperson chats are usually organized around specific topics, and participants often adopt nicknames to maintain anonymity. One form of chat room, Internet Relay Chat (IRC), requires participants to type their conversation rather than speak. Voice chat is also an option, but you must have a microphone, sound card, speakers,
chat room A facility that enables two or more people to engage in interactive “conversations” over the Internet.
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a fast modem or broadband, and voice-chat software compatible with the other participants’. Most of the functionality of chat is available in instant messaging software.
Internet Phone and Videoconferencing Services Internet phone service enables you to communicate with others around the world. This service is relatively inexpensive and can make sense for international calls. With some services, you can use the Internet to call someone who is using a standard phone. You can also keep your phone number when you move to another location. According to one Internet phone user who moved from Madison, Wisconsin, to California, “I was so happy about that. Noth- ing changed for my customers. For all they knew I was still in Madison.” Cost is often a big factor for those using Internet phones—a call can be as low as 1 cent per minute for calls within the United States. Low rates are also available for calling outside the United States. In addition, voice mail and fax capabilities are available. Some cable TV companies, for example, are of- fering cable TV, phone service, and caller ID for under $40 a month. Skype offers free and low-priced Internet phone and video phone service from any Internet con- nected computer.
Using voice-over-IP (VoIP) technology, as described in Chapter 6, network managers can route phone calls and fax transmissions over the same network they use for data—which means no more separate phone bills. See Figure 7.13. Gateways installed at both ends of the com- munications link convert voice to IP packets and back. With the advent of widespread, low-cost Internet tele- phony services, traditional long-distance providers are being pushed to either respond in kind or trim their own long-distance rates. VoIP (pronounced voyp) is growing rapidly.
Although the technology for VoIP has existed for decades, the widespread use of VoIP is just beginning. Today, many companies offer Web phone service using VoIP, including Vonage, AT&T, Comcast, Verizon, AOL, Packet8, Callserve, Net2Phone, and WebPhone. Even so, there are obstacles to using VoIP. Some service providers, for example, might have trouble connecting their customers to emergency 911 service. In 2005, the Federal Com- munications Commission (FCC) issued an order that Web phone services must notify their customers of the potential problems with making emergency 911 calls.
Internet videoconferencing, which supports both voice and visual communications, is an- other important Internet application. Microsoft’s NetMeeting, a utility within Windows XP, is an inexpensive and easy way for people to meet and communicate on the Web. Windows Vista offers Windows Meeting Space to provide the same service. The Internet can also be used to broadcast group meetings, such as sales seminars, using presentation software and videoconferencing equipment. These Internet presentations are often called Webcasts or Webinars. WebEx and GoToMeeting are two popular Web conferencing tools. The ideal video product will support multipoint conferencing, in which users appear simultaneously on multiple screens. Hewlett-Packard (HP) has produced such a system called Halo (see Figure 7.14). When using Halo, it appears as though you are speaking with a number of people across a table, though those people may actually be located around the world.
Social Networks Social networking Web sites provide Web-based tools for users to share information about themselves with people on the Web and to find, meet, and converse with other members. The most popular social networking sites are MySpace and Facebook. Both sites provide members with a personal Web page and allow them to post photos and information about themselves (see Figure 7.15). Social networking sites allow members to send messages to each
Figure 7.13
Wi-Fi Phone The BlackBerry Curve 8320 smart- phone, combined with T-Mobile’s HotSpot @ Home service, uses the Internet for calls while at home and the cell network while away.
(Source: Courtesy of Research In Motion.)
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other and post comments on each other’s pages. Members accumulate friends through in- vitation. Special interest groups can be created and joined as well. Social networking Web sites also provide tools to search for people with similar interests. The power of social networks is now being harnessed for business purposes.22 Many businesses are using the information posted in member profiles to find potential clients. Linked In is a social network that allows professionals to find others who work in the same field, applying social networking techniques for business networking.
Figure 7.15
Social Networking Web Sites Facebook is a social networking site that provides members with Web pages to post photos and information about themselves.
Facebook provides an application development platform so that technically proficient members can create applications to run within Facebook. This has led to hundreds of tools that Facebook users can add to their pages. For example, Facebook has tools to connect to people with similar music tastes, to see your daily horoscope, to share videos, to find “Mr. or Ms. Right,” to express your mood, and many more.
The U.S. intelligence community is adopting social networking to share information among operatives and analysts.23 A-Space will be a private online social network designed for intelligence professionals to communicate online. It includes blogs, a searchable database,
Figure 7.14
Halo Collaboration Meeting Room HP’s Halo telepresence system allows people at various locations to meet as though they were gathered around a table.
(Source: Hewlett-Packard Web site, www.hp.com.)
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libraries of reports, collaborative word processing, and other useful tools to allow those in the field to quickly exchange and access information.
Another social networking site called Twitter (www.twitter.com) allows members to re- port on what they are doing throughout the day. Referred to as a microblogging service, Twitter allows users to send short text updates (up to 140 characters long) from cell phones or the Internet to their Twitter page to let others know what they are doing.24 Twitter updates can be forwarded to MySpace or Facebook Web sites.
Media Sharing Media-sharing Web sites such as YouTube for video sharing and Flickr for photo sharing provide methods for members to store and share digital media files on the Web. YouTube allows members to post homemade video content in categories such as comedy, entertain- ment, film and animation, how-to, news, people, pets, sports, and travel. As mentioned earlier, Flickr allows members to upload photos to their own personal online photo album and choose photos to share with the community.
What makes these media-sharing sites part of Web 2.0 is their focus on community. Both Flickr and YouTube provide ways for members to comment on the media. YouTube allows visitors to e-mail favorite video clips to friends. Both sites provide methods for visitors to view the most popular media or search on a particular topic.
Flickr uses a methodology of ranking content that has become popular with many Web 2.0 sites. Formally called a folksonomy or collaborative tagging, Flickr allows users to associate descriptive tags with photos. For example, you might tag a photo of your pet Weimaraner at the beach with “Dog,” “Pet,” “Weimaraner,” and “Beach.” Using associated tags, Flickr can easily group common photos together and gather statistics on photos. Flickr uses this information to create a tag cloud—a diagram of keyword links with the size of each word representing the number of photos that use that tag (see Figure 7.16). Smugmug is a photo sharing site that supports higher-quality images than most such sites and allows members to sell their photos to others for profit25.
Figure 7.16
Flickr’s Tag Cloud Flickr’s tag cloud uses font size to indicate which tags have the most photos associated with them; users click a tag to see the associated photos.
(Source: Flickr Web site, www.flickr.com.)
Social Bookmarking Social bookmarking sites are another example of Web 2.0. These sites provide a way for Web users to store, classify, share, and search Web bookmarks—also referred to as favorites. The typical purpose of social bookmarking sites is to provide a view of the most popular Web sites, videos, blog articles, or other Web content at any given moment. Often social book- marking sites include Web browser add-ons (extensions) that provide a button on the toolbar for recommending Web content. For example, del.icio.us is a social bookmarking Web site that provides a “what’s hot right now” button. When you sign up for del.icio.us, you can
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download software to install on your computer that provides two buttons on your browser toolbar. When you find a page you want to bookmark, you click the Tag button on the toolbar to store the link in your bookmark list on http://del.icio.us. Pages you bookmark are tallied with other users’ bookmarks to determine the most popular pages on the Web at any given moment.
Digg is another popular social bookmarking site dedicated to news. Many online news services provide “Digg this” buttons on articles so that readers can bookmark the article. At www.digg.com you can see the most popular news articles of the moment listed sequentially, with the articles that accumulated the most “digs” listed first. Digg also provides links to the most popular videos and podcasts.
Content Streaming Content streaming is a method for transferring multimedia files, radio broadcasts, and other content over the Internet so that the data stream of voice and pictures plays more or less continuously, without a break, or with very few of them. It also enables users to browse large files in real time. For example, rather than wait for an entire 5 MB video clip to download before they can play it, users can begin viewing a streamed video as it is being received. Content streaming works best when the transmission of a file can keep up with the playback of the file.
Shopping on the Web Shopping on the Web for books, clothes, cars, medications, and even medical advice can be convenient, easy, and cost effective. Amazon.com, for example, sells short stories by popular authors for 49 cents per story. The service, called Amazon Shorts, has stories that vary in length from 2,000 to 10,000 words by authors such as Danielle Steel, Terry Brooks, and others. The company also sells traditional books and other consumer products. To add to their other conveniences, many Web sites offer free shipping and pickup for returned items that don’t fit or otherwise meet a customer’s needs.
Increasingly, people are using bots to help them search for information or shop on the Internet. A bot, also called an intelligent agent, is a software tool that searches the Web for information, products, or prices. A bot, short for robot, can find the best prices or features from multiple Web sites. Shopping.com uses bots to identify the best prices on merchandise.
Web Auctions A Web auction is a way to connect buyers and sellers. Web auction sites are a place where businesses are growing their markets or reaching customers for a low cost per transaction. Web auctions are transforming the customer-supplier relationship.
One of the most popular auction sites is eBay, which often has millions of auctions occurring at the same time. The eBay site is easy to use and includes thousands of products and services in many categories. eBay remains a good way to get rid of things you don’t need or find bargains on things you do need. eBay drop-off stores allow people who are inexperi- enced with Internet auctions or too busy to develop their own listings to sell items on the popular Web site. In addition to eBay, you can find a number of other auction sites on the Web. Traditional companies are even starting their own auction sites.
Although auction Web sites are excellent for matching buyers and sellers, they can pres- ent problems. Auction sites cannot always determine whether the people and companies listing products and services are legitimate. In addition, some Web sites have had illegal or questionable items offered. Many Web sites have an aggressive fraud investigation system to prevent and help prosecute fraudulent use of their sites. Even with these potential problems, the use of Web auction sites is expected to continue to grow rapidly.
Music, Radio, Video, and TV on the Internet Music, radio, and video are hot growth areas on the Internet. Audio and video programs can be played on the Internet, or files can be downloaded for later use. Using music players and music formats such as MP3, discussed in Chapter 3, you can download music from the
content streaming A method for transferring multime- dia files over the Internet so that the data stream of voice and pictures plays more or less continuously without a break, or very few of them; enables users to browse large files in real time.
bot A software tool that searches the Web for information such as prod- ucts and prices.
Web auction An Internet site that matches buyers and sellers.
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Internet and listen to it anywhere using small, portable digital audio players. Subscribers to a music service such as Napster or Rhapsody can download an unlimited number of songs from the site, as long as they pay the annual subscription service fee. Pay-per-song services such as those offered by Apple iTunes and Amazon allow users to purchase songs for around $0.99 per song.26 A music service called SpiralFrog supports free music downloads for users willing to provide marketing information and watch ads.27
Radio broadcasts are now available on the Internet. Entire audio books can also be downloaded for later listening using services such as Audible.com. Audible provides a sub- scription service that allows users to download one or more books per month that can then be played using PC media software and portable digital music players.
Video and TV are also becoming available on the Internet. One way to put TV pro- gramming on the Internet is to use the Internet Protocol Television (IPTV) protocol. With the potential of offering an almost unlimited number of programs, IPTV can serve a vast array of programming on specialty areas, such as yoga, vegetarian food, unusual sporting events, and news from a city or region of a state. Google offers a service that allows people to download selected television shows, movies, and other video. Some episodes of television shows cost users $1.99 to download. According to Jennifer Feikin, director of Google Video, “It’s the biggest marketplace of content that was previously offline and is now brought on- line.” Devices such as Apple’s video-enabled iPod can be used to view the video content. Cell phones are being designed to receive and display Internet television and video.28
Other Web sites providing television content include Joost (joost.com), which offers over 20,000 free TV shows on over 400 channels.29 Hulu streams popular television programming from broadcast and cable networks at www.hulu.com.30
A number of innovative devices let you record TV programs and view them at any time and place.31 A California company called Sling Media (www.slingmedia.com), for example, offers a device that can broadcast any TV program coming into your home to a broadband Internet-connected PC.32 Once on the Internet, you can watch the TV program at any time and place that has broadband Internet service. The device, called a Slingbox, costs about $250 and doesn’t require monthly service fees.
eBay is a popular auction Web site.
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E-Books and Audio Books Digital books, both in text and audio form, are growing in popularity thanks to appealing devices and services. Amazon’s e-book reader called the Kindle jump-started the e-book market with its small form factor and high capacity.33 The Kindle wirelessly connects to Amazon’s e-book service using free wireless service from Sprint to download books, blogs, newspapers, and periodicals. It can store about 200 books.
Audio books have become more popular due to the popularity of the iPod and services like audible.com. Audio books are either read by a narrator or performed by actors. They may be abridged (consolidated and edited for audio format), or unabridged (read word for word from the book). Audio book services may allow you to purchase books individually, or sign up for a membership and receive a new book each month. Audio books can be transferred from PC to a portable device such as an iPod or Kindle.
Office on the Web Having an Internet office with access to files and information can be critical for people who travel frequently or work at home. An Internet office is a Web site that contains files, phone numbers, e-mail addresses, an appointment calendar, and more. Using a standard Web browser, you can access important business information. An Internet office allows your desktop computer, phone books, appointment schedulers, and other important information to be with you wherever you are.
Many services and software products offer remote access to your files and programs over the Internet on the Web. As mentioned earlier, Microsoft and Google both support online document storage and sharing. Both companies and others also provide ways to access contact lists and calendar software and data online. For example, 37signals.com provides online project management, contact management, calendar, and group chat applications. Microsoft SharePoint provides businesses with collaborative workspaces and social computing tools to allow people at different locations to work on projects together. (See Figure 7.17.) Over time, increasing amounts of software, services, and storage will be available online through your Web browser.
Internet TV service Joost offers 20,000 free TV shows on over 400 channels.
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Internet Sites in Three Dimensions Some Web sites offer three-dimensional views of places and products. For example, a 3-D Internet auto showroom allows people to select different views of a car, simulating the ex- perience of walking around in a real auto showroom. (See Figure 7.18.) When looking at a 3-D real estate site on the Web, people can tour the property, go into different rooms, look at the kitchen appliances, and even take a virtual walk in the garden. Map Web sites and Internet-powered software like Windows Live Search and Google Earth provide views of cities and locations in a 3-D environment.34 Second Life provides an entire 3-D virtual world for users to explore using avatars—characters within the world.3536
Figure 7.18
3-D Honda Hybrid 3-D graphics technologies allow consumers to examine merchandise from all angles.
(Source: American Honda Web site, www.honda.com.)
Other Internet Services and Applications Other Internet services are constantly emerging. A vast amount of information is available over the Internet from libraries. Many articles that served as the basis of the sidebars, cases, and examples used throughout this book were obtained from university libraries online. Movies can be ordered and even delivered over the Internet. The Internet can provide critical information during times of disaster or terrorism. During a medical emergency, critical
Figure 7.17
Microsoft SharePoint Microsoft SharePoint provides a Web portal for sharing documents and information between organization members.
(Source: Courtesy of Microsoft Corporation.)
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medical information can be transmitted over the Internet. People wanting to consolidate their credit card debt or to obtain lower payments on their existing home mortgages have turned to sites such as Quicken Loan, E-Loan, and LendingTree for help.
The Internet can also be used to translate words, sentences, or complete documents from one language into another. For example, Babel Fish Translation (www.world.altavista.com) and Free Translation (www.freetranslation.com) can translate a block of text from one lan- guage into another. Some search engines can translate Web pages and allow you to search for Web sites published in certain languages or countries. Clicking Language Tools on the home page of Google, for example, provides these capabilities.
The Internet also facilitates distance learning, which has dramatically increased in the last several years. Many colleges and universities now allow students to take courses without visiting campus. In fact, you might be taking this course online. MIT is offering all of its 1,800 courses free online.37 Businesses are also taking advantage of distance learning through the Internet. Video cameras can be attached to computers and connected to the Internet. These Internet cameras can be used to conduct job interviews, hold group meetings with people around the world, monitor young children at daycare centers, check rental properties and second homes from a distance, and more.
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INFORMATION SYSTEMS @ WORK
Chevron Takes to the Clouds The importance of the Internet and Web is illustrated in the many applications discussed in this chapter. However, their importance may far exceed the sum of these applications. The Internet and the Web are quickly becoming equivalent with computing, especially with the rise of Web 2.0 technologies, which provides a platform for computing. This is evidenced by online applications such as Google Docs and Adobe Photoshop Express, and extends to the way busi- nesses are managing their information systems. Take Chevron as an example.
Chevron Corporation is based in San Ramon, California and is one of the world’s leading energy companies. It employs more than 55,000 people in 180 countries to produce and transport crude oil and natural gas and to refine, market, and distribute fuels and energy products. Chevron works with many suppliers, each of which provides the company with continuously updated editions of their products and services catalogs. Chevron negotiates the price of the items and services that they purchase from the suppliers. Managing supplier catalogs and negotiating prices while staying within a budget has been such a chore that Chevron, like most other large enterprises, decided to pay an outside information systems company millions of dollars annually to manage the responsibility.
The complicated process of negotiating prices with suppliers became unwieldy for Chevron and its catalog management ser- vices provider. Most negotiating was done through e-mail with spreadsheet attachments. The company hired by Chevron to man- age the process acted as the middleman. Eventually, it became apparent that the system was ineffective and costly. Chevron searched for an alternative and found it in a new service from Ketera Technologies.
Ketera Technologies provides on-demand services that the company calls “spend management solutions.” According to its Web site (www.ketera.com), Ketera provides “applications and ser- vices needed to control and reduce corporate spending at a low cost of ownership.” The application and services that Ketera pro- vides run on Ketera servers maintained by Ketera staff and deliv- ered to clients over the Internet through a Web browser.
Using Ketera’s services over the Web, Chevron suppliers can change prices, which Chevron executives then approve or adjust to stay in budget. Ketera’s service provides numerous tools that Chevron can use to analyze and control its spending. Most impor- tantly, since the service is provided on the Web, all involved parties
have convenient access to a centralized system, allowing Chevron to negotiate with all suppliers from one location and using one tool.
Ketera is one of many software companies providing software services over the Internet. Recall from previous chapters that this method of delivering software is referred to as software as a ser- vice, or SaaS. Increasing numbers of businesses of all sizes are turning to SaaS. One compelling reason involves accounting. To stay profitable in a challenging economy, many companies are reducing capital expenditures. Software purchases are classified as capital expenditures, while Web- delivered software services are not. Web-delivered software is sold on a subscription basis, and classified by accountants as a maintenance expense, an area of the budget that is not being cut as much as capital expenses.
Internet security has also developed to the point where compa- nies are more confident that the data being managed will remain private and secure as it travels the Internet. SaaS vendors are pro- viding clients with adequate assurances that the data will remain safe in their hands.
Industry analysts expect that by 2011 the worldwide market for SaaS will grow from $6.3 billion to $19.3 billion. This estimate and the rapid increase of offerings of Web-based software for both per- sonal and business use indicate a strong migration from private ownership of software and information systems to a model in which software and information systems are supplied as subscrip- tion services delivered over the Internet. This is what defines cloud computing. Cloud computing will make the Internet and Web more important to businesses and society than ever.
Discussion Questions
1. What benefits and dangers are presented by SaaS and cloud computing?
2. Name two reasons companies are turning to SaaS.
Critical Thinking Questions
1. Do you think SaaS suffers from any limitations because it is delivered over the Internet? What are they?
2. How might the increasing number of software services and data being delivered over the Internet affect its infrastructure?
Sources: Vara, Vauhini, “Web-Based Software Services Take Hold,” The Wall Street Journal, May 15, 2007, Page B3; Baker, Stephen, “Google and the Wisdom of Clouds,” BusinessWeek, December 24, 2007, Pages 49–55; Ketera Web site, www.ketera.com, accessed May 6, 2008.
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INTRANETS AND EXTRANETS
An intranet is an internal corporate network built using Internet and World Wide Web standards and technologies. Employees of an organization use it to gain access to corporate information. After getting their feet wet with public Web sites that promote company products and services, corporations are seizing the Web as a swift way to streamline—even transform—their organizations. These private networks use the infrastructure and standards of the Internet and the World Wide Web. Using an intranet offers one considerable advan- tage: Many people are already familiar with Internet technology, so they need little training to make effective use of their corporate intranet.
An intranet is an inexpensive yet powerful alternative to other forms of internal com- munication, including conventional computer networks. One of an intranet’s most obvious virtues is its ability to reduce the need for paper. Because Web browsers run on any type of computer, the same electronic information can be viewed by any employee. That means that all sorts of documents (such as internal phone books, procedure manuals, training manuals, and requisition forms) can be inexpensively converted to electronic form on the Web and be constantly updated. An intranet provides employees with an easy and intuitive approach to accessing information that was previously difficult to obtain. For example, it is an ideal solution to providing information to a mobile salesforce that needs access to rapidly changing information.
A growing number of companies offer limited access to their private corporate network for selected customers and suppliers. Such networks are referred to as extranets; they connect people who are external to the company. An extranet is a network that links selected resources of the intranet of a company with its customers, suppliers, or other business partners. Again, an extranet is built around Web technologies.
Security and performance concerns are different for an extranet than for a Web site or network-based intranet. User authentication and privacy are critical on an extranet so that information is protected. Obviously, the network must perform well to provide quick re- sponse to customers and suppliers. Table 7.8 summarizes the differences between users of the Internet, intranets, and extranets.
Internet
Intranet
Anyone
Employees
Type Users Need User ID and Password?
No
Yes
Extranet YesBusiness partners
Table 7.8
Summary of Internet, Intranet, and Extranet Users
Secure intranet and extranet access applications usually require the use of a virtual private network (VPN). A virtual private network (VPN) is a secure connection between two points on the Internet. VPNs transfer information by encapsulating traffic in IP packets and sending the packets over the Internet, a practice called tunneling. Most VPNs are built and run by ISPs. Companies that use a VPN from an ISP have essentially outsourced their networks to save money on wide area network equipment and personnel.
NET ISSUES
The topics raised in this chapter apply not only to the Internet and intranets but also to LANs, private WANS, and every type of network. Control, access, hardware, and security problems affect all networks, so you should be familiar with the following issues:
intranet An internal corporate network built using Internet and World Wide Web standards and technologies; used by employees to gain access to corporate information.
extranet A network based on Web technolo- gies that links selected resources of a company’s intranet with its cus- tomers, suppliers, or other business partners.
virtual private network (VPN) A secure connection between two points on the Internet.
tunneling The process by which VPNs transfer information by encapsulating traffic in IP packets over the Internet.
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• Management issues. Although the Internet is a huge, global network, it is managed at the local level; no centralized governing body controls the Internet. Preventing attacks is always an important management issue. Increasingly, states are proposing legislation to help collect sales tax from Internet sales.
• Service and speed issues. The growth in Internet traffic continues to be significant. Traffic volume on company intranets is growing even faster than the Internet. Companies setting up an Internet or intranet Web site often underestimate the amount of computing power and communications capacity they need to serve all the “hits” (requests for pages) they get from Web cruisers.
• Privacy, fraud, security, and unauthorized Internet sites. As use of the Internet grows, privacy, fraud, and security issues become even more important. People and companies are reluctant to embrace the Internet unless these issues are successfully addressed. Unauthorized and unwanted Internet sites are also problems some companies face. A competitor or an unhappy employee can create an Internet site with an address similar to a company’s. When someone searches for information about the company, he or she might find an unauthorized site instead. While the business use of the Web has soared, online scams have put the brakes on some Internet commerce. Many Internet users have cut back on their Internet shopping and banking because of potential Internet scams and concerns about privacy and identity theft. In a business setting, the Web can also be a distraction to doing productive work. Although many businesses block certain Web sites at work, others monitor Internet usage. Workers have been fired for inappropriate or personal use of the Internet while on the job.
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SUMMARY
Principle The Internet is like many other technologies—it pro- vides a wide range of services, some of which are effective and practical for use today, others that are still evolving, and still others that will fade away from lack of use.
The Internet started with ARPANET, a project sponsored by the U.S. Department of Defense (DoD). Today, the Internet is the world’s largest computer network. Actually, it is a collec- tion of interconnected networks, all freely exchanging infor- mation. The Internet transmits data from one computer (called a host) to another. The set of conventions used to pass packets from one host to another is known as the Internet Protocol (IP). Many other protocols are used with IP. The best known is the Transmission Control Protocol (TCP). TCP is so widely used that many people refer to the Internet protocol as TCP/IP, the combination of TCP and IP used by most Internet applications. Each computer on the Internet has an assigned address to identify it from other hosts, called its Uniform Resource Locator (URL).
People can connect to the Internet in several ways: via a LAN whose server is an Internet host, or via a dial-up con- nection, high-speed service, or wireless service. An Internet service provider is any company that provides access to the Internet. To use this type of connection, you must have an account with the service provider and software that allows a direct link via TCP/IP.
Principle Originally developed as a document-management system, the World Wide Web is a hyperlink-based system that is easy to use for personal and business applications.
The Web is a collection of tens of millions of servers that work together as one in an Internet service providing information via hyperlink technology to billions of users worldwide. Thanks to the high-speed Internet circuits connecting them and hyperlink technology, users can jump between Web pages and servers effortlessly—creating the illusion of using one big computer. Because of its ability to handle multimedia objects and hypertext links between distributed objects, the Web is emerging as the most popular means of information access on the Internet today.
As a hyperlink-based system that uses the client/server model, the Web organizes Internet resources throughout the world into a series of linked files, called pages, accessed and viewed using Web client software, called a Web browser. Internet Explorer, Firefox, and Safari are three popular Web
browsers. A collection of pages on one particular topic, accessed under one Web domain, is called a Web site.
Hypertext Markup Language (HTML) is the standard page description language for Web pages. The HTML tags let the browser know how to format the text: as a heading, as a list, or as body text, for example. HTML also indicates where images, sound, and other elements should be inserted. Some newer Web standards are gaining in popularity, including Extensible Markup Language (XML), Extensible Hypertext Markup Language (XHTML), Cascading Style Sheets (CSS), Dynamic HTML (DHMTL), and Wireless Markup Language (WML).
Web 2.0 refers to the Web as a computing platform that supports software applications and the sharing of information between users. Over the past few years, the Web has been changing from a one-directional resource where users find information to a two-directional resource where users find and share information. The Web has also grown in power to support complete software applications and is becoming a computing platform on its own. A rich Internet application (RIA) is software that has the functionality and complexity of traditional application software, but runs in a Web browser and does not require local installation. Java is an object- oriented programming language from Sun Microsystems based on the C++ programming language, which allows small programs, called applets, to be embedded within an HTML document.
Principle Because use of the Internet and the World Wide Web is becoming universal in the business environment, management, service and speed, privacy, and secu- rity issues must continually be addressed and resolved.
Internet and Web applications include Web browsers; e-mail; career information and job searching; Telnet; FTP; Web logs (blogs); podcasts; Usenet and newsgroups; chat rooms; Inter- net phone; Internet video; content streaming; instant mes- saging; shopping on the Web; Web auctions; music, radio, and video; office on the Web; 3-D Internet sites; free software; and other applications.
You use a search engine to find information on the Web by specifying words that are key to a topic of interest, known as keywords. Search engines scour the Web with bots (auto- mated programs) called spiders that follow all Web links in an attempt to catalog every Web page by topic.
You use e-mail to send messages. Various technologies are available for accessing and managing e-mail including online e-mail services, POP, and IMAP. The Internet also offers a vast amount of career and job search information.
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Telnet and SSH enable you to log on to remote computers. You use FTP to transfer a file from another computer to your computer or vice versa. Web logs (blogs) are Internet sites that people and organizations can create and use to write about their observations, experiences, and opinions on a wide range of topics. A podcast is an audio broadcast over the Internet. Usenet supports newsgroups, which are online dis- cussion groups focused on a particular topic. Chat rooms let you talk to dozens of people at one time, who can be located all over the world. You can also use Internet phone service to communicate with others around the world. Internet video enables people to conduct virtual meetings.
Online social networks provide Web-based tools for users to share information about themselves with others on the Web and to find, meet, and converse with other members. Media- sharing Web sites such as YouTube for video sharing and Flickr for photo sharing provide methods for members to store and share digital media files on the Web. Social book- marking sites let Web users store, classify, share, and search Web bookmarks—also referred to as favorites. Content streaming is a method of transferring multimedia files over the Internet so that the data stream of voice and pictures plays continuously. Instant messaging allows people to communi- cate in real time using the Internet. Shopping on the Web is popular for a host of items and services. Web auctions match people looking for products and services with people selling these products and services. You can also use the Web to download and play music, listen to radio, and view video pro- grams. With office on the Web, you can store important files
and information on the Internet. When telecommuting or traveling, you can download these files and information or send them to other people. Some Internet sites are three- dimensional, allowing you to manipulate the site to see dif- ferent views of products and images on the Internet. A wealth of free software and services is available through the Internet. Some of the free information, however, might be misleading or even false. Other Internet services include information about space exploration, fast information transfer, obtaining a home loan, and distance learning.
An intranet is an internal corporate network built using Internet and World Wide Web standards and products. Because Web browsers run on any type of computer, the same electronic information can be viewed by any employee. That means that all sorts of documents can be converted to elec- tronic form on the Web and constantly be updated.
An extranet is a network that links selected resources of the intranet of a company with its customers, suppliers, or other business partners. It is also built around Web technolo- gies. Security and performance concerns are different for an extranet than for a Web site or network-based intranet. User authentication and privacy are critical on an extranet. Obvi- ously, the network must perform well to provide quick response to customers and suppliers.
Management issues, service, and speed affect all net- works. No centralized governing body controls the Internet. Also, because the amount of Internet traffic is so large, ser- vice bottlenecks often occur. Privacy, fraud, and security issues must continually be addressed and resolved.
CHAPTER 7: SELF-ASSESSMENT TEST
The Internet is like many other new technologies—it pro- vides a wide range of services, some of which are effective and practical for use today, others that are still evolving, and still others that will fade away from lack of use.
1. The ________________ was the ancestor of the Internet and was developed by the U.S. Department of Defense.
2. On the Internet, what enables traffic to flow from one net- work to another?
a. Internet Protocol b. ARPANET c. Uniform Resource Locator d. LAN server
3. Each computer on the Internet has an address called the Transmission Control Protocol. True or False?
4. What organization is responsible for managing Internet addresses?
a. Internet Corporation for Assigned Names and Numbers (ICANN)
b. Internet Society (ISOC)
c. Defense Advanced Research Projects Agency (DARPA)
d. America Online (AOL)
5. A(n) _______________ is a company that provides people and organizations with access to the Internet.
Originally developed as a document-management system, the World Wide Web is a hyperlink-based system that is easy to use for personal and business applications.
6. A podcast is an online Web site that people can create and use to write about their observations, experiences, and opinions on a wide range of topics. True or False?
7. Which technology helps you easily specify the visual appearance of Web pages in a Web site?
a. HTML b. XHTML c. XML d. CSS
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8. _____________ refers to the Web as a computing plat- form that supports software applications and the sharing of information between users.
9. 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, man- agement, service and speed, privacy, and security issues must continually be addressed and resolved.
10. Digg and del.icio.us are examples of _________________ Web sites.
a. media sharing b. social network c. social bookmarking d. 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
1. What is the Internet? Who uses it and why? 2. What is ARPANET? 3. Identify the features of the Internet that make it unlikely
to stop working from a single point of failure. Why do you think the Internet has such a high degree of redundancy?
4. Explain the naming conventions used to identify Internet host computers.
5. What is a Web browser? Provide two examples. 6. Briefly describe three different ways to connect to the
Internet. What are the advantages and disadvantages of each approach?
7. What is an Internet service provider? What services do they provide?
8. What are the advantages and disadvantages of e-mail?
9. What benefit does IMAP e-mail have over POP? 10. What is a podcast? 11. For what are Telnet and FTP used? 12. What is an Internet chat room? 13. What is content streaming? 14. What is instant messaging? 15. What is the Web? Is it another network like the Internet
or a service that runs on the Internet? 16. What is a URL and how is it used? 17. What is an intranet? Provide three examples of the use of
an intranet. 18. What is an extranet? How is it different from an intranet? 19. Describe at least three important Internet issues.
DISCUSSION QUESTIONS
1. 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 mes- saging in a business setting?
2. Your company is about to develop a new Web site. Describe how you could use Web services for your site.
3. Why is it important to have an organization that manages IP addresses and domain names?
4. Describe how a company could use a blog and podcasting. 5. Briefly describe how the Internet phone service operates.
Discuss the potential impact that this service could have on traditional telephone services and carriers.
6. Why is XML an important technology? 7. How do XHTML, CSS, and XML work together to create
a Web page? 8. Identify three companies with which you are familiar that
are using the Web to conduct business. Describe their use of the Web.
9. 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 devel- oping a Web site, how would you inform others about it
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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
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
1. Do research on the Web to find several popular Web auc- tion 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 sell- ing a product or service on a Web auction site. How could you prevent scams on an auction Web site?
2. 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.
3. 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.
4. 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 prod- ucts and services. Using a graphics program, prepare a slide show to help you make a verbal presentation.
TEAM ACTIVITIES
1. 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.
2. Your group will use Web 2.0 sites to organize a social gath- ering. 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 Extrava- ganza.” 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 every- one in the group. The group leader should examine every- one’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, activ- ities on the agenda, food that will be available, the respon- sibilities of those attending, etc. Share the document with group members. Group members should share their ideas by editing the document. The group leader should judi- ciously decide which edits to keep and which to reject. Present your instructor with information to join your Face- book group and to view your calendars and Google doc. Write a summary of your experiences with this exercise.
3. 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
1. 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 mes- sage to your instructor about what you found.
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2. 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?
3. 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.
4. 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
1. 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.
2. 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 differ- ent 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 poten- tial 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 bil- lion. 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 in- store sales is strong. JCPenney.com is working to lure cus- tomers 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 cus- tomers 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 incur- ring shipping charges.
Penney’s online sales accounted for 6 percent of total sales compared with 4 percent for Sears, and only 1 percent for Wal-Mart. Plus, Penney’s online customers are consider- ably younger than its in-store customers, enabling the com- pany to reach out to the next generation.
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Discussion Questions
1. What methods does J.C. Penney use to create synergy between its Web site and brick-and-mortar store?
2. Why was J.C. Penney more adept at moving to the Web than other retail businesses?
Critical Thinking Questions
1. If J.C. Penney’s online sales account for only 6 percent of total sales, why is it considered so valuable?
2. 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 commu- nication 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. Nat- urally, 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 do not need to receive, read, and respond to the message. Instead Schueller has equipped P&G employ- ees 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 fol- low 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 orga- nization 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 cor- porate instant messaging tools.
Besides using Microsoft products, P&G also uses soft- ware and tools from other vendors for its Enterprise 2.0 investments. For example, P&G uses a product from Con- nectbeam 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
1. What qualities of Web 2.0 applications are appealing for enterprise use?
2. Why might a company not want to use Web 2.0 applica- tions?
Critical Thinking Questions
1. How can each of the five Enterprise 2.0 applications used by P&G help its employees be more effective and efficient?
2. 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 ques- tions concerning this Web case.
Discussion Questions
1. Why do you think it is easiest and most economical to de- velop custom-designed applications using Web standards?
2. What additional security concerns arise when providing access to private information over a wireless public network?
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Whitmann Price Consulting: The Internet, Intranets, and Extranets
Critical Thinking Questions
1. In what situations might Whitmann Price consider devel- oping an extranet?
2. After the Advanced Mobile Communications and Informa- tion 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 applica- tions 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 Suc- cess 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.
1 Internet Usage World Stats Web site, www.internetworldstats.com, accessed April 1, 2008.
2 Zhao, Michael, “60-Mile Wi-Fi,” Forbes, April 9, 2007, pages 76-78. 3 Hafner, Katie, Where Wizards Stay Up Late: The Origins of the Inter-
net, Touchstone, New York, 1996. 4 Internet2 Web site, www.internet2.edu, accessed April 1, 2008. 5 National LambdaRail Web site, www.nlr.net, accessed April 1, 2008. 6 Swibel, Matthew, “Fly the Connected Skies,” Forbes, November 26,
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Devices’ Future Online Role,” Wall Street Journal, December 11, 2007, Business Technology section, page 84.
8 Case, Loyd, “Intel Launches Low-Power Atom Processor,” PC Magazine, April 2, 2008, www.pcmag.com/article2/ 0,2817,2280892,00.asp.
9 Mossberg, Walter, “Desktop Modules Help to Personalize Data, Cut Through Clutter,” The Wall Street Journal, February 1, 2007, Marketplace section, page B1.
10 Neville, Jeffrey, “Web 2.0’s Wild Blue Yonder,” Information Week, January 8, 2007, page 45.
11 Larkin, Erik, “Back Up Your Files Online Without Even Trying,” PC World, May 2007, page 112.
12 Claburn, Thomas, “Mashups Made Easy,” InformationWeek, February 12, 2007, page 14.
13 Spanbauer, Scott, “Advanced Google: Search Faster, Find More,” PC World, February 2008, pages 128-130.
14 Delaney, Kevin, “How Search-Engine Rules Cause Sites to Go Miss- ing,” The Wall Street Journal, page B1.
15 SEO staff, “Case Study: Tax Engine,” SEO Case Studies, www.seo.com/clients/tax-engine-seo-case-study,accessed May 4, 2008.
16 Gomes, Lee, “Forget the Articles, Best Wikipedia Read Is Its Discus- sions,” Wall Street Journal, August 15, 2007, Marketplace section, page B1.
17 Vascellaro, Jessica, “RIM Upgrades Email for BlackBerry Users,” Wall Street Journal, January 23, 2008, Technology section, page B5.
18 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 6.
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 sec- tion, page D1.
27 Coyle, Jake, “Site allows free music downloads,” Rocky Mountain News, September 24, 2007, Business section page 4.
28 Yuan, Li, “Cellphone Video Gets on the Beam,” The Wall Street Jour- nal, 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.
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