Topic 3 - Digital Design

1) In two paragraphs explain why a customer centric Web site design is so important, yet so difficult to accomplish.

“Customer-centric" means creating a platform, such a web site that is completely centered on a customer’s wants and needs.  Organisations need to realise they have to provide consumers with a unique experiences, which offer trust, quality products and ease of use.  Web sites also have to project strength and confidence to the consumer.  Things that need to be considered when designing a “customer-centric” website include:

·         Organisation: You need to make sure your site is clearly organized, consistent, spelt correctly and easily navigable.

·         An area to provide feedback is vital.  Organisations need to take an interest in the opinions of their customers to ensure they are providing the products and service their clients want and need. 

·         Support is also a crucial factor in designing your site.  Support tools (i.e. manuals, updates etc) need to be provided easily.  Customers also need to be reassured that if questions are raised, answers will be given.

·         Clear definitions and products descriptions need to be given.  Contact details also need to be clearly displayed.

A “customer-centric” web site is difficult to achieve and maintain due to a number of factors that include:

• The first of which is the changing needs of the consumer.  Any change in consumer demand needs to be acted upon in order to retain and grow current market share.
• A web site designed for the consumer, so that they get want they need, when they want it.  This is extremely difficult to achieve as consumers can be affected by influences such as social and financial standing, personal and cultural values and geographical location.
• Company view and outlook.  Quite often a company will have a different view or understanding of what their customers want.  Without this connection, which can be gathered through market research, feedback etc, the organization may be developing plans or releasing new products that are not required or irrelevant.

Business success is all about meeting a customers needs better than anyone else.  Web sites are a direct extension of your organisation and appropriate resources need to be invested to ensure this sales channel reaches and maintain it full potential.  http://www.4hb.com/0520cpcustomercentric.html


2. Define the term 'presence'. Write an additional paragraph that describes why firms that do business on the Web should be more concerned about presence than firms that operate in the physical world.

The term presence is defined as “the state or fact of being present; current existence or occurrence. (http://www.thefreedictionary.com/presence).

With the above definition in mind web based businesses need to focus on “presence” to ensure that they distinguish themselves from other sites and to, it is vital for virtual business’ to have a solid and trustworthy “presence”

In my opinion firms/businesses that do business over the internet on websites have to be more concerned about presence because consumers may not know about the businesses and would then most likely never search for that particular product/service. Online businesses have to be more aware of presence rather than businesses in the physical world because businesses in the physical world have shops and people can see the shop physically so it is easier for the business to be recognised. Businesses that are online have to advertise and try and make sure they become present and have a presence in consumers’ minds since a consumer is unlikely to know about the business if they have not made an impact.



3. Describe the things Real Estate Agents can best accomplish through:

1.       A web site.

2.       Mass media advertising

3.       Personal contact

The three things that Real Estate Agents can accomplish best through the below channels are:

Websites: Most Real Estate Agents now use websites as their initial contact portal for potential buyers and sellers.  Websites, once developed and setup are easy and cheap to maintain.  Information that is contained on these websites is deemed, in my opinion, to be the most up to date.  Most people (buyers or sellers) will use the internet to find out information about properties in the area of interest to gauge current prices and market trends.  Web sites like www.domain.com.au and www.realestate.com.au allow Real Estate Agents to provide floor plans, virtual tours and photos.  The other advantage of a web site is that it is available 24 hours a day, 7 days a week allowing potential clients to browse the catalogues when it suits them.  The web is global and offers Real Estate Agents to capture clients from a variety of locations that have traditionally been difficult to service. 

Mass Media: Is, in my opinion, the tool of choice for Real Estate Agents to promote brand recognition and promote business strength.  It is generally contained in print media and is highly customised for the local/regional needs of the Real Estate Agent.  Print media is often quite expensive and can often be out of date by the time clients receive the information.  Television and radio campaigns are often used to promote the brand. 

Personal Contact:  Real Estate Agents use personal contact to build and maintain client (both seller and purchaser) relationships.  Using interpersonal skills and contact is essential to the sales process, as it gives the Real Estate Agent a chance to gauge the prospective clients and gives a feel for the quality of the potential transaction.  Alternatively the clients are also evaluating the Real Estate Agent during this personal contact to gauge similar feelings to see if the representative can give them what they want and need.  Personal contact is also used to clarify and offer additional information about services and/or properties.

Topic 2 – Navigating the Web Questions

Part 1 – Navigation

One of the biggest challenges for businesses and customers alike is navigating the Internet. This week please answer the following questions on your blog -

1) Listen to the podcast on Navigation which can be found on the Digital Enterprise Page. http://digitalenterprise.org/navigation/nav.html

b) Watch or read the Marissa Mayer interview. Write a paragraph or two, on four points made by Marissa Mayer, that you think were the most interesting or significant for business. There are no right or wrong answers here, I just want your opinion.

a) What are the four (4) main points Michael Rappa makes about search? Please write them on your blog page.

The four main points that Michael makes about searching are:

• Volume: Data is in a constant state of change on the Internet and coupled with relatively inexpensive data storage techniques we now have the ability to keep everything.  The information is available to us comes from a variety of sources and is available in massive quantities.  The problem with the massive volume of data is that search can become time consuming and irrelevant. http://digitalenterprise.org/navigation/nav.html

• Search Engines:  Generally search engines use key phases or terminology to determine and display results.  As a result search engines can provide a massive number of “hits” that can often prove irrelevant or unhelpful.  Search engines also use paid placements and as these are often the first items displayed, searches can be distorted. http://digitalenterprise.org/navigation/nav.html

• Available and Accurate Information: Despite the ability of search engines, they can only display a certain amount of information, based on factors like paid placement, to the user at a particular point of time.  This means the user can’t see all information and can only sort through what is available to them.  http://digitalenterprise.org/navigation/nav.html

• Paid Placement:  Generally people only look at the first few pages of result for an Internet search.  Therefore Companies could manipulate the results, based on their financial resources, to provide an advantage over their competitors.  There also may be an implied trust with a high search result placement that may be inappropriate. http://digitalenterprise.org/navigation/nav.html

b) Watch or read the Marissa Mayer interview. Write a paragraph or two, on four points made by Marissa Mayer, that you think were the most interesting or significant for business.

One of the interesting points I got from this interview was that despite the technological advances and the progress they have made since Google was created, Marissa Mayer words sounded like they still had a long way to go and that Google had only just scratched the surface.  Marissa Mayer made comments that Google could only just scratch the surface of the web with regards to data searches.

Another point Marissa discussed was how Google used a prototype and the feedback from users to adapt and continually improve its product.  It is critical that businesses use this information to not only improve products, but also the way they do business.  If organisations don’t use the information available to them they will lose their competitive edge and may face unforeseen problems with products or services. Companies need to keep their customers happy, if not consumers will take their business elsewhere

Another area Marissa Mayer spoke about was advertising and how Google used the advertising revenue to boost the working capital.  Advertising also complimented the searching by displaying ads that attract or focus attention.  Companies can use this to their advantage. 

Throughout the interview Mayer also spoke about Google and its penetration into various countries throughout the world.  Google, in slightly various forms in India and Brazil, can be accessed from any country. Information flows and data sources remain the same, although Google needed to expand its physical presence into these markets.  This would have proved costly.

http://techcrunch.com/2009/03/06/marissa-mayer-on-charlie-rose-the-future-of-google/

Part 2 - History of the Internet

1) So what are the 6 webs?

The six webs, as outlined by Bill Joy on the website http://www.technologyreview.com/blog/pontin/14964/ , are:

1)       The Near Web: Which is described as the Internet you can see when you look at your PC screen.

2)       The Here Web: Which is the Internet that you carry with you that is accessible on mobile devices like a mobile phone. 

3)       The Far Web: Is the Internet that you can see when you sit back and from a big screen, like a television.

4)       The Weird Web: Which is the Internet that is accessed through your voice and which you listen to.  This will be accessible when you are in your car or when you talk to an intelligent software system on your phone.  Bill Joy concedes that this Web does not yet fully exist.

5)       Business-to-Business (B2B): This Internet doesn’t possess an end user interface and is considered to be a medium where business machines talk to other business machines. It is the chatter of corporations amongst themselves when they do not care about their human drones.

6)       Device-to-Device (D2D): This is the Internet of intelligent buildings and cities.  This web does not exist yet, but it is getting closer with the invention of smart houses and technology.

2) Could there be more?

Of course there could be more.  At the moment it may not be possible to define what these will be or how they will relate to us, but as technology, culture, habits and beliefs change, new previously unidentified needs or wants may develop.

3) What does it mean for business?

Potentially ii means huge markets with limitless growth opportunities, however companies will need to spend money, take planned risks and develop products that are based on the current and foreseeable needs of their consumer base and society as a whole.

Topic 1 - Introduction to eCommerce Questions

Q1): Internet risks – give examples of four things that can go wrong with a transactional site?

Many things that can go wrong, some of these include:

• Fraud and Theft:  For the vendor this can include dealing with stolen credit cards and false claims about missing shipments.  Indentify theft and hacking are also major concerns for any transactional site.
• Order Fulfilment: This can occur when goods go missing during shipping, or are delayed. 
• Disputes: Arising from disputes about product or service descriptions and there intended/expected use.  Incorrect billing (i.e. multiple charges or being billed without approval) can also cause major issues for the vendor.
• Hardware: Electronic vendors can face system issues due to unexpected or heavy volumes of traffic and equipment failure.  Scalability should be factored into your resource planning

It should be pointed out the above issues are also concerns for your traditional physical store.

http://en.wikipedia.org/wiki/Ebusiness

2) Write down a definition for each:

a)   eCommerce: Is the term used to describe to conducting of business (i.e. buying and selling of products or services) over an electronic medium like the internet or a computer network.  eCommerce is often catagorised into Business-Business (B2B) and Business-to-Consumer (B2C).  eCommerce has extended to areas like supply chain management, inventory management and marketing.

http://en.wikipedia.org/wiki/Ecommerce

b)  eBusiness: eBusiness is the term used to describe the information and communication technologies (ICT) that support the activities of the business.  This means the infrastructure (i.e. hardware etc) that is used to process the eCommerce transactions.

http://en.wikipedia.org/wiki/Ebusiness

3) What is the difference between buy-side and sell-side eCommerce?

Buy-side eCommerce is the term used to describe where one business electronically purchases goods or services from another business.  Sell-side eCommerce is where that business electronically sells products to a customer or end-user. 

http://answers.yahoo.com/question/index?qid=20090211011930AA9L1jc

4) Describe the different types of eBusiness.

The different types of eBusiness are:

• Business-to-Business (B2B): When a business sells to another business. 
• Business-to-Consumer (B2C): When a business sells to an end-user (customer)
• Consumer-to-Business (C2B): When a consumer allows businesses to tender for their required products or services.
• Consumer-to-Consumer (C2C): This is when an end-user buys or sells to other end-users.  Ebay can be considered an example of C2C.
• Government-to-Government (G2G): When a government sells to another government.
• Consumer-to-Government (C2G): When end-users advise/tell the government what they want.
• Government-to-Business (G2B): Platforms that allow the government to assist businesses meet their obligations (i.e. the lodgment of tax returns, information exchanges).
• Business-to-Government (B2G): When a business advises/tells the government what they want. 
• Government-to-Consumer (G2C): Platforms that allow the government to assist end-users meet their obligations (i.e. the lodgment of tax returns, information exchanges).

(Introduction to eBusiness, Slide 13 - Ian Knox)

5) Which digital technology has the highest penetration rate?  Explain and source your answer.

Although PC’s are a major platform for the use of the internet, mobile phones have become the dominating tool used for accessing the internet.  This surge has been caused, in part, by the invention of the “smart phone”.    Mobile phones are more accessible both in price and availability to all social and economic demographics in the world.   This is particularly evident in place like Africa, China and India.    Further information regarding the penetration rate of telecommunications as an internet platform can be found here http://www.itu.int/ITU-D/ict/statistics/. 

6) List four drivers to adoption of sell-side eCommerce by business.

Four drivers, although primarily associated with cost reduction, to assist in the adoption of sell side eCommerce by business are:

• Reduction in supply chain costs with shorter lead times, direct supplier logistics, drop point or consolidated shipments. 
• Reduced marketing/advertising costs due to the use of cheaper and/or alternative marketing platforms.  Website and email often allow for greater market penetration over traditional print based mediums. 
• Potential to increase revenue by exploring new markets or up-selling current sales with little or no exposure. 
• Reduced administration costs particularly with regards to using online payment platforms (i.e. EFT) and document exchange processes like email. 

(Introduction to eBusiness, Slide 17 - Ian Knox)

7) Four barriers to adoption of sell-side ecommerce by business.

Four barriers to sell-side business and its adoption can be:

• Lack of knowledge and understanding of the platforms and technologies available.
• The high and often unplanned start-up costs associated with eBusiness. 
• Time and resources can become a major problem if the dedication, equipment or and monetary funds are limited or unavailable. 
• Trust, as this is critical to the “buy-sell” relationship.  End-users and suppliers need to have the confidence in the operators’ capacity and ability to pay.  Trust is built over a period of time, which encompasses the comment above about the importance of time and resources. 

(Introduction to eBusiness, Slide 17 - Ian Knox)

 

8) Write a paragraph or two describing the current importance of ICT in your professional life.

Information and Communication Technology (ICT) is the term used to describe all forms of computers, communications equipment and software used to create, design, store, transmit, interpret and manipulate information in its various formats.
(http://www.uq.edu.au/ict/what-is-ict)


ICT in the organisation I work for, like all businesses, is extremely important.  Apart from our normal business routines and daily operations, ICT is becoming a key factor in the development of new products.  One such example is our Automatic Milking Systems.  Details can be found here http://www.delaval.com/en/-/Product-Information1/Milking/Systems/Automatic. New product development factors for DeLaval include need to animal welfare and need to assist with farm management.  The technology used in our products is critical in achieving these requirements.

Update

Latest updates for my blog site include:

• The latest live news feed from GOOGLE
• RSS feeds from COMERSUS and THE ECOMMERCE BLOG.  
• Links to some YOUTUBE ecommerce videos
• An ABOUT ME section and BLOG ARCHIVE

Further posts and changes will occur as my knowledge and understanding of ecommerce and any associated topics occurs.