1. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 1 Chapter 9 E-Government, E-Learning, and Other EC Applications Jason C. H. Chen, Ph.D. Professor of MIS School of Business Administration Gonzaga University Spokane, WA 99223 USA chen@jepson.gonzaga.edu http://barney.gonzaga.edu/~chen

2. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 2 Learning Objectives 1.Describe e-government to citizens (G2C) and to business (G2B). 2.Describe various e-government initiatives. 3.Discuss online publishing and e-books. 4.Describe e-learning and virtual universities. 5.Describe knowledge management and dissemination. 6.Describe C2C activities. 7.Understand how peer-to-peer technology works in intrabusiness, in B2B, and in C2C. 8.Describe other EC applications.

3. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 3 OPENING VIGNETTE: E-Learning at Cisco Systems The Problem –Cisco’s products are continuously being upgraded or replaced; so extensive training of employees and customers is needed –Employees, business partners, and independent students seeking professional certification all require training on a continuous basis

4. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 4 E-Learning at Cisco Systems (cont.) –Traditional classroom training was both expensive and ineffective because of: The rapid growth in the number of students The fast pace of technological change

5. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 5 E-Learning at Cisco Systems (cont.) The Solution –Built two e-learning portals For 40 partner companies that sell Cisco products For 4,000 systems engineers who implement the products after the sale

6. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 6 E-Learning at Cisco Systems (cont.) –To encourage its own employees to use e-learning, Cisco: Makes e-learning a mandatory part of employees’ jobs. Offers easy access to e-learning tools via the Web. Makes e-learning non-threatening Help employees pass and remove the fear associated with failed tests Offers additional incentives and rewards Adds e-learning as a strategic top-down metric for Cisco executives

7. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 7 E-Learning at Cisco Systems (cont.) For its employees, partners, and customers, Cisco operates E-Learning Centers for Excellence that offer training

8. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 8 E-Learning at Cisco Systems (cont.) The Results –Reduced costs of developing and blending courses –Improved productivity, saved travel and lodging costs –Saved per capita trainee costs –Are able to offer more courses at lower costs

9. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 9 E-Learning at Cisco Systems (cont.) What we can learn… –Application of e-learning as an efficient training tool –E-learning is also becoming popular in all levels and types of schools and universities

10. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 10 End of the Vignette

11. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 11 9.1 E-Government E-government: Offers an opportunity to improve the efficiency and effectiveness of the functions of government and to make governments more transparent to citizens and businesses by providing access to more of the information generated by government – The use of IT and e-commerce to provide access to government information and delivery of public services to citizens and business partners

12. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 12 E-Government (cont.) Government-to-citizens (G2C): E-government category that includes all the interactions between a government and its citizens Major features of government Web sites: –phone and address information –links to other sites –publications –databases

13. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 13 G2C (cont.) Major areas of G2C activities: –tourism and recreation –research and education –downloadable forms –discovery of government services –information about public policy –advice about health and safety issues Useful in solving constituents’ problems

14. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 14 G2C (cont.) Netizen: A citizen surfing the Internet Electronic Benefits Transfer (EBT) –nationwide EBT system to deliver government benefits electronically deliver benefits to recipients’ bank accounts smart card system for those without bank accounts

15. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 15 E-Government (cont.) Government-to-business (G2B): E- government category that includes interactions between governments and businesses (government selling to businesses and providing them with services and businesses selling products and services to government)

16. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 16 E-Government (cont.) Group purchasing eFAST service conducts reverse auctions (sellers bid) for aggregated orders Forward e-auctions auction surplus or other goods Tax collection and management electronic filing of taxes is now available in over 100 countries

17. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 17 E-Government (cont.) Government-to-government (G2G): E-government category that includes activities within government units and those between governments –Intelink (US intelligence agencies) Government-to-employees (G2E): E-government category that includes activities and services between government units and their employees

18. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 18 9.2 Implementing E-Government Transformation process Stage 1: Information publishing/dissemination Stage 2: “Official” two-way transactions with one department at a time Stage 3: Multipurpose portals Stage 4: Portal personalization Stage 5: Clustering of common services Stage 6: Full integration and enterprise transformation

19. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 19 Exhibit 9.1 The Stage of E-Government High Low HighLow STAGE 1 Information Publishing STAGE 2 “Official” Two-Way Transactions STAGE 3 Multipurpose Portals STAGE 4 Portals Personalization STAGE 5 Portals Clustering of Common Service STAGE 6 Full Enterprise Transformation Degree of Enterprise transformation Eminence of Web-based Applications Source: Wong, W.Y. At the Dawn of E-Government. New York: Deloitte Research, Deloitte & Touche, 2000.

20. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 20 Implementing E-Government (cont.) Implementation issues –Transformation speed –G2B implementation Easier than implementation of –Security and privacy issues –Wireless applications B2E applications, especially for field employees slow G2C

21. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 21 Exhibit 9.2 E-Government Adoption Institutional Structures Institutional Structures Disposition to Trust Disposition to Trust Characteristics- based Trust Characteristics- based Trust Experience (familiarity) Experience (familiarity) Perceived Ease of Use Perceived Ease of Use Perceived Usefulness Perceived Usefulness Trust in E-government Trust in E-government Perceived Behavioral Control Perceived Behavioral Control Perceived Risk Perceived Risk Culture (uncertainty Avoidance) Culture (uncertainty Avoidance) Culture (power distance acceptance) Culture (power distance acceptance) Intention to Receive E-government information Intention to Receive E-government information Intention to Request E-government Service Intention to Request E-government Service Degree of Intrusiveness Degree of Intrusiveness INTENTION TO ENGAGE E-GOVERNMENT Direct effect Moderating effect Initial versus Repeat User Initial versus Repeat User

22. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 22 9.3 Online Publishing, E-Books,and Blogging Online publishing: The electronic delivery of newspapers, magazines, books, news, music, videos, and other digitizable information over the Internet e-zines: Electronic magazines

23. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 23 E-Books E-book: A book in digital form that can be read on a computer screen or on a special device E-books can be delivered and read via: –Web download –Web access –Dedicated reader –General-purpose reader –Web server Advantages of e-books Limitations of e-books

24. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 24 E-Books (cont.) E-book issues –How to protect the publisher’s/author’s copyright –How to distribute and sell e-books –How much to charge and collect payment for an e-book –How to best support navigation in an e-book –Which standards to use –How to increase reading speed –How to deal with resistance to change –How to design an e-book –How publishers can justify e-books in terms of profit and market share –How to secure content

25. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 25 Blogging Weblogging/blogging: Technology for personal publishing on the Internet Blog: –Very popular after terrorist attacks of 9/11 –Blogs comfort people in times of stress –Blogs is becoming easier and easier A personal Web site that is open to the public

26. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 26 9.4 E-Learning E-learning: Web-enabled system that makes knowledge accessible –to those who need it –when they need it, anytime, anywhere – The online delivery of information for purposes of education, training, or knowledge management

27. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 27 E-Learning (cont.)

28. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 28 The Learning Process Focus EnvironmentTechnique What should I learn? What will be the result? How can I learn? Why should I learn? Learning as a process Source: A Learning process model to achieve continuous improvement and innovation, B. Buckler, The Learning Organization

29. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 29 E-Learning (cont.) Benefits of e-learning –Time reduction –Large volume and diversity –Cost reduction –Higher content retention –Flexibility –Updated and consistent material –Fear-free environment –Reusable content

30. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 30 E-Learning (cont.) Drawbacks and challenges of e-learning –Need for instructor retraining –Equipment needs and support services – –Assessment –Maintenance and updating –Protection of intellectual property –Computer literacy –Student retention Lack of face-to-face interaction and campus life

31. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 31 E-Learning Failures E-learning failures due to: –Believing that e-learning is always a cheaper learning or training alternative –Overestimating what e-learning can accomplish –Overlooking the shortcomings of self-study –Failing to look beyond the course paradigms

32. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 32 E-Learning Failures (cont.) –Viewing content as a commodity, which causes lack of attention to quality and delivery to individuals –Ignoring technology tools for e-learning or, on the other hand, fixating too much on technology as a solution –Assuming that learned knowledge will be applied –Believing that because e-learning has been implemented, employees and students will use it

33. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 33 E-Learning (cont.) Virtual teaching and online universities –_________________: Formal education that takes place off campus, usually, but not always, through online resources –_________________: An online university from which students take classes from home or other off-site locations usually via the Internet Distance learning Virtual university

34. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 34 E-Learning (cont.) Online corporate training via the intranet and corporate portals or the Internet

35. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 35 E-Learning (cont.) Drivers of e-learning – –Competition and cost pressures – –Continual learning –Network connectivity Globalization Technological change

36. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 36 E-Learning (cont.) E-learning tools available from: –WebCT – –Learning Space from Lotus Corporation –Computerprep.com –Macromedia.com –Ecollege.com Blackboard

37. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 37 E-Learning (cont.) Implementing e-learning centers –A learning center is a focal point for all corporate training and learning activities, including online ones –Facilities may be run by a third party rather than connected to any particular corporation, and they are referred to as electronic education malls

38. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 38 Creating Collaborative Learning Communities Business Strategy & Objectives Group & Individual Competencies Learning Objectives Group Processes Supporting Technology

39. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 39 Company policy Development process Learning needs diagnosis Business process requirements Individual and team assessment Prioritized learning needs Learning support system Progress review Personal development Learning resource IS Learning resource database Multimedia PC interface Team development Team learning support Action learning support Facilitator development Action learning groups Individual learning support Mentoring Program Self-managed learning Distance learning A learning process model

40. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 40 Risk and Return in the “Old World of Business” Using Information Technology for Optimization-Based Efficiencies Rationalization Automation Reengineering Return Risk Low High

41. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 41 REENGINEERING IT-Intensive Radical Redesign KNOWLEDGE MANAGEMENT for “Paradigm Shifts” Radical Rethinking of the Business and Organization for a “World of Re-everything” “Old World” of Business E-World of Business RATIONALIZATION Streamlining Bottlenecks AUTOMATION Replacing humans with machines From “Old World” to E-World of Business: Knowledge Management for “Paradigm Shifts”

42. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 42 Knowledge Management and E-Business Strategy E-Business Strategy Creativity and Innovation Information Technology Knowledge Management

43. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 43 Transitions to the World of E-Business Strategy Technology Management Knowledge Assets Organizations Prediction Convergence Compliance Utilization Tangibles Structure “Anticipation of Surprise” Divergence Self-Control Creation and Renewal Intangibles Edge of Chaos Industrial BusinessE-Business

44. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 44 9.5 Knowledge Management and E-Commerce Knowledge management (KM): Organizational knowledge base: The process of capturing or creating knowledge, storing it, updating it constantly, interpreting it, and using it whenever necessary The repository for an enterprise’s accumulated knowledge

45. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 45 Figure: The four modes of knowledge conversion Tacit Knowledge Explicit Knowledge Tacit Knowledge Explicit Knowledge Socialization (Sympathized Knowledge) Internalization (Operational Knowledge) Externalization (Conceptual Knowledge) Combination (Systematic Knowledge) Transferring tacit knowledge through shared experiences, apprenticeships, mentoring relationships, on–the-job training, “Talking at the water cooler” Articulating and thereby capturing tacit knowledge through use of metaphors, analogies, and models Converting explicit knowledge into tacit knowledge; learning by doing; studying previously captured explicit knowledge (manuals, documentation) to gain technical know-how Combining existing explicit knowledge through exchange and synthesis into new explicit knowledge FROM TO Source: Ikujiro Nonaka and Hirotaka Takeuchi, The Knowledge-Creating Company, 1995

46. Figure: Organizational Knowledge Creation and its Support Formal and informal representations (models, notes, web pages, etc. ) Externalization explicit Combination Internalization explicit tacit Socialization tacit Model resolution, Presentation networking Principal of Escalation Model-based Workflow Support, Navigation Support Error observation Source: Klamma, R., Jarke M., (1998), “Supporting Organizational Learning Processes through Failure Management.”=

47. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 47 Knowledge Management and E-Commerce (cont.) Knowledge portal: A single point of access software system intended to provide timely access to information and to support communities of knowledge workers

48. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 48 Working Smarter, Not Harder Overlapping Human/Organizational/ Technological factors in KM: PEOPLE TECHNOLOGY ORGANIZATIONAL PROCESSES  Knowledge

49. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 49 9.6 Customer-to-Customer E-Commerce Customer-to-customer (C2C): e-commerce in which both the buyer and the seller are individuals (not businesses); involves activities such as auctions and classified ads C2C auctions –general sites (eBay.com, auctionanything.com) –specialized sites (buyit.com, bid2bid.com)

50. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 50 9.7 Networks and Applications (P2P): A network architecture in which workstations (or PCs) share data and processing with each other directly rather than through a central server Person2Person People2People Point2Point Peer-to-peer Peer-to-Peer

51. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 51 Peer-to-Peer Networks and Applications (cont.) Models of P2P applications –Collaboration –Content distribution –Business process automation –Distributed search

52. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 52 Peer-to-Peer Networks and Applications (cont.) Intrabusiness P2P applications companies are using P2P to facilitate internal collaboration B2B P2P applications enable companies to store documents in-house instead of on an unknown, and possibly unsecured, server B2C P2P applications –Marketing –Advertising –B2C payments

53. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 53 9.8 Other EC Applications Selling prescription drugs online drugstore.com Postal services e-stamp.com Services for adults adultshop.com

54. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 54 Other EC Applications (cont.) E-alliances For a large EC project, a company may join with a technology provider, a logistics provider, and a bank Wedding-related sites –Wedding channels –Gift registries

55. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 55 Managerial Issues 1.Are there e-government opportunities? 2.Are there e-learning opportunities? 3.Can we capitalize on C2C? 4.How well are we managing our knowledge? 5.Are there P2P applications?

56. Dr. Chen, Electronic Commerce  Prentice Hall & Dr. Chen, Electronic Commerce 56 Summary 1.E-government to citizens and businesses. 2.Other e-government activities. 3.Online publishing and e-books. 4.E-learning, and virtual universities. 5.Knowledge management and dissemination. 6.C2C activities. 7.Peer-to-peer technology and applications. 8.Other innovative applications.