1. OHT 3.1 © Marketing Insights Limited 2004 Chapter 3 E-business Infrastructure

2. OHT 3.2 © Marketing Insights Limited 2004 Learning objectives Outline the hardware and software technologies used to build an e-business infrastructure within an organisation and with its partners Outline the hardware and software requirements necessary to enable employee access to the Internet and hosting of e-commerce services.

3. OHT 3.3 © Marketing Insights Limited 2004 Issues for managers What are the practical risks to the organization of failure to adequately manage e-commerce infrastructure? How should staff access to the Internet be managed?

4. OHT 3.4 © Marketing Insights Limited 2004 Why the jargon? Why do business managers need to know about the jargon and technology?

5. OHT 3.5 © Marketing Insights Limited 2004 Activity 3.1 Infrastructure issues Make a list of the potential problems for users of e-business services developed by The B2C Company. You should consider problems faced by users of e-business applications who are both internal and external to the organization. Base your answer on problems you have experienced on a web site that can be related to network, hardware and software failures or problems with data quality.

6. OHT 3.6 © Marketing Insights Limited 2004 Typical problems Web site communications too slow. Web site not available. Bugs on site through pages being unavailable or information typed in forms not being executed. Ordered products not delivered on time. E-mails not replied to. Customers’ privacy or trust is broken through security problems such as credit cards being stolen or addresses sold to other companies.

7. OHT 3.7 © Marketing Insights Limited 2004 Activity – Internet infrastructure components Write down all the different types of hardware and software involved from when a user types in a web address such as www.google.com to the web site being loadedwww.google.com

8. OHT 3.8 © Marketing Insights Limited 2004 Internet infrastructure components Figure 3.2 Physical and network infrastructure components of the Internet (Levels IV and III in Figure 3.1)

9. OHT 3.9 © Marketing Insights Limited 2004 Information exchange between a web browser and web server Figure 3.7 Information exchange between a web browser and web server

10. OHT 3.10 © Marketing Insights Limited 2004 History of the Internet Figure 3.3 Internet timeline

11. OHT 3.11 © Marketing Insights Limited 2004 Intranets and extranets Figure 3.4 The relationship between intranets, extranets and the Internet

12. OHT 3.12 © Marketing Insights Limited 2004 Activity – a common problem with intranets and extranets The B2B Company has found that after an initial surge of interest in its intranet and extranet, usage has declined dramatically. Many of the warning signs mentioned in the KM (2002) article are evident. The e-business manager wants to achieve these aims: 1. Increase usage. 2. Produce more dynamic content. 3. Encourage more clients to order (extranet). What would you suggest?

13. OHT 3.13 © Marketing Insights Limited 2004 Suggested answer Identify benefits Involve staff with development Find system sponsors, owners and advocates Train on benefits Keep content fresh, relevant and where possible, fun Use e-mail to encourage usage

14. OHT 3.14 © Marketing Insights Limited 2004 TCP/IP protocol Figure 3.9 The TCP/IP protocol

15. OHT 3.15 © Marketing Insights Limited 2004 URLs and domain names Web addresses are structured in a standard way as follows: http://www.domain-name.extension/filename.html What do the following extensions or global top level domains stand for? –.com –.co.uk,.uk.com –.org or.org.uk –.gov –.edu,.ac.uk –.int –.net –.biz –.info

16. OHT 3.16 © Marketing Insights Limited 2004 HTML and XML HTML (Hypertext Markup Language) A standard format used to define the text and layout of web pages. HTML files usually have the extension.HTML or.HTM XML or eXtensible Markup Language A standard for transferring structured data, unlike HTML which is purely presentational.

17. OHT 3.17 © Marketing Insights Limited 2004 HTML Example Figure 3.10 Home page index.html for The B2B Company in a web browser showing HTML source in text editor

18. OHT 3.18 © Marketing Insights Limited 2004 XML example Product> 118003-008 140141-002 EA Compaq 2 US

19. OHT 3.19 © Marketing Insights Limited 2004 Media standards GIF (Graphics Interchange Format) A graphics format and compression algorithm best used for simple graphics JPEG (Joint Photographics Experts Group) A graphics format and compression algorithm best used for photographs Streaming media. Sound and video that can be experienced within a web browser before the whole clip is downloaded e.g. Real Networks.rm format Video standards include MPEG and.AVI Sound standards include MP3 and WMA

20. OHT 3.20 © Marketing Insights Limited 2004 E-business infrastructure Figure 3.1 A five-layer model of e-business infrastructure

21. OHT 3.21 © Marketing Insights Limited 2004 Data transfer rates Figure 3.11 Variation in average transfer rate of data from a web server, compilation of UK ISPs Source: Compilation of UK ISPs from webperf.net, The Performance Benchmark, September 2003. www.webperf.net owned and operated by ServerHouse Ltd. © 2003 ServerHouse.

22. OHT 3.22 © Marketing Insights Limited 2004 Availability Figure 3.12 Variation in web server availability, compilation of UK ISPs Source: Compilation of UK ISPs from WebPerf.net, The Performance Benchmark, September 2003. www.webperf.net owned and operated by ServerHouse Ltd. © 2003 ServerHouse

23. OHT 3.23 © Marketing Insights Limited 2004 Applications infrastructure Figure 3.15 (a) Fragmented applications infrastructure Source: Adapted from Hasselbring (2000)

24. OHT 3.24 © Marketing Insights Limited 2004 Applications infrastructure Figure 3.15 (b) integrated applications infrastructure Source: Adapted from Hasselbring (2000)

25. OHT 3.25 © Marketing Insights Limited 2004 Differing use of applications at different levels in a company Figure 3.16 Differing use of applications at levels of management within companies

26. OHT 3.26 © Marketing Insights Limited 2004 Elements of e-business infrastructure requiring management Figure 3.17 Elements of e-business infrastructure that require management

27. OHT 3.27 © Marketing Insights Limited 2004 Mobile access platforms Figure 3.19 Mobile access technologies

28. OHT 3.28 © Marketing Insights Limited 2004 3G mobile example The main features are: Dual mode 2G/3G device supporting data upload of 64 kbps and download of 384 kbps (used for videos), 65,536 colour display of 46 x 57mm (132 x 162 pixels) Web browsing Two cameras for picture and video Download and playing of audio and video e.g football Supports MPEG4 and WMA files Download and play games using JAVA(TM) technology Qwerty keyboard, Email and word processing. Source: www.nec.com/3gsmworldcongress/press/images/e808.jpg

29. OHT 3.29 © Marketing Insights Limited 2004 iDTV – interactive TV Figure 3.21 Components of an interactive digital TV system

30. OHT 3.30 © Marketing Insights Limited 2004 Activity – how would you respond? You are e-commerce manager for the BBC. How would you evaluate your response to the launch of the 3G phone? i.e. which sources would you use to base your response on?