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CHAPTER 10 l THE INTERNET, E-PR AND M-COMMERCE

CHAPTER
10 The Internet,
e-Pr and
Whatm-Commerce
is Ethics
LE AR NI NG OUTC OMES
By the end of this topic, you should be able to:

1. Explain the impact of latest developments in different fields;

2. Describe the advantages and dis-advantages of new technologies;

3. Explain how the web site is user friendly;

4. Explain the advantages of advertising in Internet Promotion;

5. Explain online media relations;

6. Explain online investor relation;

7. Explain how the competition shifts in future.

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THE INTERNET, E-PR AND M-COMMERCE l CHAPTER 10

INTRODUCTION
Recent advances in new com-
munication technologies are
not only changing how corpo-
rate communication function in
organisation, but are also rede-
fining our notion of a corporate
communication practices in or-
ganisation. Although some or-
ganisations have used technol-
ogy such as telephones and vid-
eoconferencing for some time,
those communication tools are
costly. New technologies, par-
ticularly the Internet, allow for
asynchronous and synchronous communication among group members at relatively low cost.
These technologies are altering the functions, and processes of corporate communications. The
purpose of this chapter is to identify the concept of new communication technologies with
regards to electronic public relations and mobile commerce in the new era of Internet and com-
munication technologies.

10.1 LATEST DEVELOPMENTS

The internet has revolu-


tionised all forms of commu-
nication since the beginning
of its existence. The world
has now become smaller or
more like a global village,
so to speak. The Internet was
first used the by the U.S mili-
tary for communication pur-
poses. The Internet, from the
communication point of view,
has brought on new develop-
ments and techniques to keep
in touch not only for individu-
Figure 10.1: Involvement of internet in education
als but for businesses as well.
An example of how the Internet has impacted communication would be an example of how
education or learning now are communicating through live video feeds via the Internet with
students and teachers or lecturers interacting each other. Figure 10.1 shows the impact of inter-
net in education.

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CHAPTER 10 l THE INTERNET, E-PR AND M-COMMERCE

Email (electronic mail) was one of


the biggest breakthroughs in com-
munication when the Internet was
commercialised. With email, it be-
comes possible to send messages and
letters across the world in a matter
of seconds to the recipients address.
Email was used as an alternative to
conventional mail or snail mail, as
the term was introduced to describe
its speed. As technology improved,
it became possible to attach docu-
ments, photographs and even sound
clips or, songs to emails which made
Figure 10.2: Example of e-mail mail by posy redundant. E-mails
used packet switching software
whereby the email was broken down into packets and sent via the Internet to recipient. Figure
10.2 shows an example of e-mail.

Electronic Public Rela-


tions (ePR) are also in-
cluded in the evolution
of new technology. PR
aims to gain an organi-
sation or individual
positive exposure to
their key stakehold-
ers, while downplay-
ing any negative expo-
sures. Common activi-
ties include speaking
at conferences, win-
ning industry awards,
working with the press
and employee commu-
nications. Figure 10.3
shows some instances
of Electronic Public
Figure 10.3: Electronic public relations
Relations.

Electronic Public Relations or ePR is an electronic technology used in PR to disseminate the


information faster and which can be in many forms such as Internet, telephony and broadcast-
ing agencies. Figure 10.4 represents the forms of Electronic public relations.

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THE INTERNET, E-PR AND M-COMMERCE l CHAPTER 10

Internet

Electronic
Public
Relations
(ePR)

Telephony Broadcasting
Agencies

Figure 10.4: Forms of electronic public relations

Mobile commerce or m-Commerce is defined in the academic literature in the areas of manage-
ment information systems, management, finance, accounting, as well as marketing. Each areas
has its own distinctive point of view as to what constitutes mobile commerce. Some definitions
overlap. Figure 10.5 shows the areas make use of mobile commerce.
Management

Mana
infor gement ng
m
syste ation keti
Mar
ms
Areas
defined of
M-commerce
g
in

Fin
nt
u

an
co
Ac

ce

Figure 10.5: Areas defined of mobile commerce

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CHAPTER 10 l THE INTERNET, E-PR AND M-COMMERCE

The main aim of M-commerce is to im-


prove the convenience of trading and also
to implement electronic money solutions for
quicker purchase of goods. M-commerce
makes it possible the concept of delivering
value to the customer always, irrespective of
his geographical location, as long as he/she
is within the connection range. Figure 10.6
shows benefits of M-commerce.

Figure 10.6: Benefits of m-commerce

Rarely has a new area of business been heralded with such enthusiasm as mobile commerce,
that is the conduct of business and services over portable, wireless devices.Mobile commerce
has rapidly attained the business forefront due to the facts described in Figure 10.7.

The astronomical growth of the Internet users.

Maturation of the Internet technologies.

Realisation of the Internets capabilities.

The power of electronic commerce and

The promising advancement of wireless communication technologies and de-


vices.

Figure 10.7: Facts of m-commerce attains business forefront

An m-commerce application can be


B2B, B2C or any other of the classi-
fications available with e-commerce
world. M-commerce, although not
fully mature, has the potential to make
it more convenient for consumers to
spend money and purchase goods and
services. Figure 10.8 shows examples
of application of M-commerce.

Figure 10.8: Applications of m-commerce

Since wireless devices travel with the consumer, the ability or perhaps temptation to purchase
goods and services is always present. This is clearly a technique that can be used to raise
revenue. Also, the successful future of M-commerce depends on the power of the underlying

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THE INTERNET, E-PR AND M-COMMERCE l CHAPTER 10

technology drivers and the attractiveness of


M-commerce applications.

Typical examples of m-commerce are purchas-


ing airline tickets, purchasing movie tickets,
restaurant booking and reservation and hotel
booking and reservation. Figure 10.9 shows
some typical examples of m-commerce.

Figure 10.9: Examples of m-commerce

Frequently m-commerce is represented as


a subset of all e-commerce thus implying
that any e-commerce site could and should
be made available from a wireless device. We
believe that such conclusions are miss lead-
ing. M-commerce should be recognised as
a unique business opportunity with its own
unique characteristics and functions, not just
an extension of an organisations Internet-
based e-commerce channel. Of course there
Figure 10.10: M-commerce is subset of e-commerce are similarities between e-commerce and m-
commerce from being able to purchase a prod-
uct or service in a virtual vs. a build and mortar environment. Figure 10.10 illustrates that
m-commerce is a subset of e-commerce.

Table 10.1 shows the similarities between e-Commerce and m-Commerce.


Table 10.1: Similarities between E-commerce and M-commerce

Technology E-Commerce M-Commerce

Device PC Smart phones, pagers, PDAs,

Operating Symbian (EPOC), PalmOS, Pocket PC,


Windows, Unix, Linux
System proprietary platforms.
Presentation
HTML HTML, WML, HDML, i-Mode
Standards
Microsoft Explorer, Phone.com UP Browser, Nokia browser, MS
Browser
Netscape Mobile Explorer and other microbrowsers

TCP/IP & Fixed Wire- LGSM, GSM/GPRS, TDMA, CDMA,


Bearer Networks
line Internet CDPD, paging networks

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CHAPTER 10 l THE INTERNET, E-PR AND M-COMMERCE

1. What channels of communication do you think will evolve the most in the
ACTIVITY
next three years? Seven years?
2. What channels do you think will affect corporate communications practice as
well as the way that members of a public can communicatewith one another
and with the practitioners organisations?

SELF-CHECK
1. Define e-pr and m-commerce.
2. Provide some examples of e-pr and m-commerce.

WEBSITE

http://www.geocities.com/neelam21582/

Advantages and Disadvantages of


10.2
New Technologies

How has the development of information


technology influenced the way news and me-
dia organisations deliver content? Develop-
ments such as the Internet and satellite televi-
sion have created new medium and audiences
through which and to which these organisa-
tions can disseminate their information. Fig-
ure 10.11 shows the developments in infor-
mation technology.
Figure 10.11: Developments of information technology

Given the situation thirty years ago the devel-


opments that we have seen have enabled the
news and media organisations access to more
people, they have a wider audience. The audi-
ence however now has a wider, global choice.
News reports can be received which highlight
many different sides of an international con-
flict for example than was possible before.
The relative cheapness of being able to pub-
Figure 10.12: Advances of computer technology
lish information on the Internet for example

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THE INTERNET, E-PR AND M-COMMERCE l CHAPTER 10

means that virtually anyone can publish information accessible anywhere in the world.

The advances in information technology have heavily influenced commercial businesses in sev-
eral ways. The most important role of information technology in a commercial business how-
ever is to provide a commercial advantage. Advances such as computer aided design, relational
database technologies, spreadsheets, and word processing software all provide a commercial
benefit to the business, as does automation of manufacturing processes. Figure 10.12 shows
some advances in computer technology.

Figure 10.13 describes some advantages of m-commerce.

The service provider has access to data about the users prefer-
ences and status which facilitates better, personalised service. In
Completely addition, the service provider can be constantly updated about the
Customisation: current status and location of thecustomer so that the service can
be customised; for instance, a request for a certain product can be
met with the nearest possible source.

The small size and ease of use of mobile receivers, coupled with
freedom from problems caused by infrastructure, makes for a
More Convenience: higher degree of user
convenience.

The presence of a wireless link between the customer and the ser-
vice provider eliminates the need for a fixed interface such as a
Expanded Reach: computer for communication. Providers of e-commerce services
can therefore reach customers over a longer range, creating the
opportunity for new value added services.

Connecting through a mobile is faster than dial-up connections us-


Quicker Access:
ing wire line modems.

Analysts believe that easy mobile payment is one of the main pre-
requisites for the success of m-commerce, when the mobile phone
can function as an electronic wallet for mobile payments, including
Electronic Wallet:
micro payments, application developers and service providers will
find it attractive to introduce new mobile communication services
to the market.

The use of wireless device enables the user to receive information


Ubiquity:
and conduct transactions anywhere, at anytime.

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CHAPTER 10 l THE INTERNET, E-PR AND M-COMMERCE

Mobile device enables the user to be contacted at virtually anytime


Accessibility: and place. The user also has the choice to limit their accessibility
to particular persons or times.

The portability of the wireless device and its functions from storing
Convenience:
data to access to information or persons.

The emergence of location-specific based applications will enable


Localisation:
the user to receive relevant information on which to act.

Instant connectivity or always on is becoming more prevalent will


Instant Connectivity
the emergence of 2.5 G networks, GPRS or EDGE. Users of 2.5 G
(2.5G):
services will benefit from easier and faster access to the Internet.

The combination of localisation and personalisation will create a


new channel/business opportunity forreaching and attracting cus-
tomers. Personalisation will take the form of customised informa-
Personalisation:
tion, meeting the users preferences, followed by payment mecha-
nisms that allow for personal information to be stored, eliminating
the need to enter credit card information for each transaction.

Access to real-time information such as a stock quote that can be


Time Sensitivity:
acted upon immediately or a sale at a local boutique.

Figure 10.13: Advantages of m-commerce

Figure 10.14 describes the limitations in m-commerce.

With a host of device operating systems and platforms, middleware


solutions and networks, make application development for the wire-
less Internet a formidable task, versus the level operating environ-
Lack of Standards: ment of the wired Web. Even though efforts are underway to stan-
dardise the operating environment, especially in North America,
where standardisation is most lacking, companies will have to work
within this scattered environment, at least in the shortterm.

Weak processors, limited memory, tiny screens, poor resolutions


and poor data entry. While WAP has been a very important in the
Device Constraints: evolution of the wireless Internet and in turn m-commerce, there
are problems/difficulties with the standard, such as the lack of
WAP-enabled devices and security issues.

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THE INTERNET, E-PR AND M-COMMERCE l CHAPTER 10

Current data speeds between 9.6-14.4 kbps are too, expensive vs


Networks:
fixed.

M-commerce has flopped in the consumer arena -- or at least has


failed to live up to the hype. There may be compelling reasons
Services: for business users to adopt transaction-based services offered on
wireless devices, though -- but the mobile commerce tools used by
enterprises are nothing like the services pitched to consumers.

Who will own the customer? Partnerships among players from var-
Customer Loyalty: ious industries will be necessary for most, if not all, m-commerce
initiatives, and in turn, will alter the nature of any one company to
own their own customers.
Where the different parties will need to learn about the functions
Cross-Sector and limitations of the services provided by the other players, for
Knowledge Gulf: example, operators will need to know about content and applica-
tions.

Moving up the value To respond to market opportunities some companies have develop
chain: subsidiaries in order to react more rapidly to market challenges

Scans & Cams for Input methods, according to analysts, will have a significant impact
M-Commerce: on the success or failure.

Figure 10.14: Limitations of m-commerce

ACTIVITY
1. What, if any, are the disadvantages and advantages of the World Wide Web
and Internet communication such as email?
2. What media, if any, do you expect to become obsolete in the next few years?

SELF-CHECK

Discuss the impact of new technologies to the society.

WEBSITE
http://www.benmeadowcroft.com/reports/impact/

http://www.geocities.com/neelam21582/

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10.3 What Makes a Web Site User Friendly

Building a practical and user friendly website is an essential task in todays technological era.
You should pay attention to some important factors when building and maintaining your web-
site to make it easy to use for your website visitors. Figure 10.15 shows some facts that should
be consider while designing a website. Your site must be:

Easy to read.

Easy to navigate.

Fast loading.

Figure 10.15: Important facts in website

This would be a plus point for you in building trust, attracting customers and will keep them
coming back for more.

An easy-to-read, professionally-designed website can boost your business. Figure 10.16 illus-
trates some vital facts that should be followed in designing of website.

Use prominent text colors and designs.

Highlight benefits offered by your products and services.

Split up long pages in suitable parts.

Use key phrases and compelling taglines.

Make your website simple and uncomplicated to attract and retain your customers.

Figure 10.16: Important facts followed in website designing


Source: http://www.blog.etrix.ie/2008/07/25/make-your-website-user-friendly/

Figure 10.17 shows an example of professionally-designed website.

What makes a website user-friendly? There are prob-


ably an endless number of factors, but lets look at
four of the major ones:

Figure 10.17: An Example of professionally-designed website


Source: http://www.walkingmelbourne.com/

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10.3.1 Page Load Speed

Although high-speed internet connections are becoming more and more common, there is still
a large number of internet users that are on slower dial-up connections. Even with high-speed
connections some pages just dont load very quickly. Most of your visitors will be fairly impa-
tient and pages that load slowly could chase them away. At the very least, slow loading times
will reduce the number of pages that theyll visit on your site.

Knowing your sites audience can really help to know how your pages should be designed.
A program like Google Analytics will show you the percentage of your visitors that are using
different internet connections. Based on the numbers you can get a good idea of what type of
impact page load speed will have on your overall audience. If your site attracts a high percent-
age of users with dial-up connections, you should be sure to keep pages loading as quickly as
possible. If a very high percentage of visitors are using high-speed connections, you may be
able to add a few extra elements to your pages. Figure 10.18 shows factors that influence the
load times of pages.

The number and size of images.

Extra items like flash.

The amount of excess code (example, designing with a table-based layout


instead of CSS), and

The size of your pages.

Figure 10.18: Factors influencing in load times of pages

Figure 10.19 shows Google analytics.

Source: http://www.kaushik.net/avinash/wp-content/
uploads/2007/05/google_analytics_v2_dashboard.jpg

Figure 10.19: Google analytics

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10.3.2 Accessibility

If someone cant use or access your website it serves no purpose for that visitor. Accessibility
of websites has become a bigger priority for designers and developers in recent years, but there
is still a long way to go. Even major corporations have struggled to achieve complete acces-
sibility. Figure 10.20 some of the easiest things that you can do to improve the accessibility of
your site.

Using alt tags for all images.

Use valid HTML and CSS coding.

Avoid frames, and allow text to be re-sized by visitors.

Figure 10.20: Points to improve the accessibility of website

Figure 10.21 shows an example of web page.

Figure 10.21: Example of web page


Source: http://www.aussierulesinternational.com/

10.3.3 Navigation

All users want to be able to move through the


website to find what they want. A huge factor in
being user-friendly is providing simple and intui-
tive navigation. Major areas of navigation should
be located consistently +on all pages. Using
common elements that users expect to find, like
About pages and Contact pages will help as most
internet users have come to expect them and will
look for them at times.

A general rule of thumb is that any page on your


site should be reachable with 2 clicks from your Figure 10.22: A web site with about pages

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home page. For larger sites this probably isnt realistic, but offering a sitemap and/or a sitewide
search can really help. Figure 10.22 shows example of a web site with About pages.

Another important factor with navigation is that users shouldnt have to guess where they will
end up if they click on a link. Regardless of whether the link is part of a navigation menu, or if
it is simply in the body of the text, visitors should understand where the link will lead them.

10.3.4 Information

Visitors are coming to your site for a rea-


son. Whatever that reason may be, you
want to provide them with what they are
seeking. Are they coming to find basic in-
formation on your business services? Are
they coming to read in-depth articles on a
particular subject? Whatever the case may
be, the information that your website pro-
vides needs to sufficiently meet the expec-
tations of visitors.

A blog like this one will need to provide


Figure 10.23: Fulfil the expectation of site visitor
its readers with great, insightful articles in
order satisfy its visitors. The website of a restaurant may need to provide hours of operation
and a menu in order satisfy its visitors. Obviously, each situation is different. In order to have
a user-friendly website you need to anticipate what visitors will expect to find at your site, and
then put it right in front of them. Figure 10.23 illustrates to fulfil the expectation of visitor.

Figure 10.24 illustrates another simple considerations can improve user friendliness. They in-
clude:

Always use a descriptive alt text for every picture. Text browsers dont display
graphics. User friendly websites are also friendly to user-agents by using impor-
tant meta tags properly.

Make sure all hyperlinks text makes sense when read out of context. Avoid Click
Here at all cost!

Use headings <h1 to h6> to structure each page properly.

Ensure that page tables are sensible, labeled and will linearize. Fixed width web
pages can also be restrictive for some web browsers and screen resolutions.

Cascading Stylesheets can provide enhanced visual accessibility features that al-
low users to customise how your web pages look.

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Some of your visitors will use keyboard navigation only, Access keys willassist
them to navigate around the important sections of your website.Why have a good
site map?

Avoid Flash and Shockwave animations. They can be easily missed if the
users browser does not have the correct plugins.

Provide clear and consistent page presentation style and simple navigation menus.
JavaScript and flash menus should be avoided, as they may not function for spe-
cific users and browsers. It is important to note that search engine spiders cant
follow the links written into Javascript and flash menus. If search engines cant
follow your internal links, they cant index all the pages on your website. Good
links and good page titles are user friendly features.

Figure 10.24: Points to improvise the user friendliness

ACTIVITY
What criteria should be used the determine public relations practitioners choice
of channel and medium to communicate with a particular public?

SELF-CHECK

Discuss four important factors that contribute to user friendly web site.

WEBSITE 1. http://www.seowebsitesdesigners.com/accessible_web_pages/user-friend-
ly-website.html
2. http://www.blog.etrix.ie/2008/07/25/make-your-website-user-friendly
3. http://www.dailyblogtips.com/user-friendly-website

10.4 Advertising and Promotion of the Web

Advertising is a form of communication that typically attempts to persuade potential customers


to purchase or to consumer more of a particular brand of product or service. Many advertise-
ments are designed to generate increased consumption of those products and services through
the creation and reinforcement of brand image and brand loyalty.

For these purposes, advertisements sometimes embed their persuasive message with factual

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THE INTERNET, E-PR AND M-COMMERCE l CHAPTER 10

information. Every major medium is used to deliver these messages, including television, radio,
cinema, magazines, newspapers, video games, the Internet and billboards. Advertising is often
placed by an advertising agency on behalf of a company or other organisation. Figure 10.25
shows examples of advertisements in medias.

Medias
Advertisements

Figure 10.25: Example of advertisements in media

Advertisements are seen on the seats of shopping charts, on the walls of an airport walkway,
on the sides of buses, and are heard in telephone hold messages and in-store public address
systems. Advertisements are often placed anywhere an audience can easily or frequently access
visual, audio and printed information.

Organisations that frequently spend large sums of money on advertising that sells what is not,
strictly speaking, a product or service include political parties, interest groups, religious organi-
sations, and military recruiters. Non-profit organisations are not typical advertising clients, and
may rely on free modes of persuasion, such as public service announcements.

While advertising can be seen as necessary for economic growth, it is not without social costs.
Unsolicited Commercial Email and other forms of spam have become so prevalent as to have
become a major nuisance to users of these services, as well as being a financial burden on in-
ternet service providers. Advertising is increasingly invading public spaces, such as schools,
while some critics argue is a form of child exploitation.

Web advertising and promotion isnt really as complicated as the web experts pretend. Its
simple, to promote web site, we must expose our site to as many prospects as possible Just im-
age. Figure 10.26 describes ideal location for advertisements.

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CHAPTER 10 l THE INTERNET, E-PR AND M-COMMERCE

At every stop light.

At every stop sign.

At every parking lot.

At every moment our car or truck is on the highway.

Figure 10.26: Ideal location for advertisements

Our message is seen and noticed.

The emergence of globalize trade, increase in foreign in-


vestment and cross-border transactions have put many
small businesses under pressure to find innovative ways to
continue to market their product and services. This is espe-
cially difficult given that they often operate on tight mar-
keting budgets. Figure 10.27 shows the globalize trade.

Figure 10.27: Globalize trade

The Internet has become the informa-


tion superhighway for the buying pub-
lic. Most persons prefer the hassle free
transactions that Internet shopping can
offer. As a result, the Internet has be-
come the most powerful selling tool.
Internet Promotion offers cost effective
ways for small businesses to enhance
their product or service distribution net-
works. For example, the use of portals
can help create new marketing channels
and logistics, or provide better or faster
product access for customers.
Figure 10.28: Example of online shopping
In comparison to other forms of market-
ing, Internet Promotion presents the advantage of reduced budget and storage costs, when com-
pared with printing brochures, producing television or radio advertisements or managing a call
centre. It presents a fast and cost effective option for penetrating new markets. Figure 10.28
shows an example of online shopping.

Websites act as virtual storefronts, allowing businesses to stay open 24/7, Internet Promotion
gives a business greater visibility, thereby creating more opportunities for increasing its cus-
tomers at relatively low cost. Never before has it been easier for an upstart business to be able
to reach out to literally millions of potential customers and to position themselves for success,

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without the need for costly in-


frastructure and overwhelm-
ing marketing costs.

Many online businesses have


therefore resorted to the use of
e-zines, blogs, pop-up ads and
other online marketing tools to
let customers know about new
products or services as well as
provide information relevant
to their respective industry.
The benefits of this strategy
are two fold. Marketers can
effectively heighten brand
Figure 10.29: Online marketing tools awareness for relatively new
products on the market whilst
strengthening customer relationships, with shorter time frames. Figure 10.29 shows examples
of online marketing tools.

Internet Promotion also provides the advantages of Internet Promotion is that its success is
measurable. Marketers can use tools that provide real time statistics, on unique visitors, repeat
visitors and etc thereby allowing them to determine what works for their particular market and
to make timely changes in their marketing strategies.

Another important advantage of Internet Promotion is that it saves time since it generally does
away with counseling on product uses and benefits, service information and sales administra-
tion. Visitors can access frequently asked questions to help themselves, and can buy online,
without the involvement of staff. This saves time and money. So, whether 10 or 10, 000 visitors
visit the site, the increased cost is marginal whilst the savings can be immense.

1. How have new forms of communication affected the lives of college students
ACTIVITY today?
2. How do you communicate with your friends?
3. What do you do for recreation that you believe students in earlier generations
couldnt and wouldnt do?
4. Discuss the potential of Internet in product and service promotion.

10.5 Online Media Relations

The term media could today be defined as a collective term for television, radio, cinema and
the press. The media are nowadays often discussed as a single entity, because of their combined

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importance as providers of entertainment and informa-


tion, their presumed power to mould public opinion and
set standards and the growth of cross-ownership among
the various sectors. The word media originally derived
from the word medium, which suggested a medium for
the transfer of information. Media are channels through
which information is transmitted or through which com-
munication takes place. Figure 10.30 shows a collection
of Medias.

The Internet Age has many implications for business, in-


cluding an expansion to individuals of powers that were
previously concentrated in the hands of the organized
media (Argenti, 2003). Accodingly. Companies media
strategies need to be augmented with tactics for dealing
Figure 10.30: Medias
with this new dimension of coverage. Figure 10.31 illus-
trates some instance that can be included.

Establishing a forum for constituencies to share opinions concerns and complaints


about the company.

A proactive effort to monitoring information circulating about the company, and

A proactive effort to monitoring information circulating about the company in vari-


ous media channels.

Figure 10.31: Tactics to improve media strategies

Just as the Internet can present prob-


lems for companies, it can also offer
opportunities extraordinary access to
information about customer needs and
complaints. Monitoring Internet chats
can enable companies to learn about
current constituency needs and tailor
actions to meet those that are most vital
to the companys reputation and bot-
tom line. By using the Internet proac-
tively, companies can glean valuable
insights about constituency attitudes,
sentiments, and reactions to which
they might otherwise not have access. Figure 10.32: Internet
In many ways, a company should view
the Internet as an unprecedented and ideal survey group (Argenti, 2003). Figure 10.32 shows
examples of internet.

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10.6 Online Investor Relations

Investors Relations (IR) is a strategic management responsibility that integrates finance, com-
munication, marketing and securities law compliance to enable the most effective two-way
communication between a company, the financial community, and other constituencies, which
ultimately contributes to a companys securities achieving fair valuation. The term describes
the department of a company devoted to handling inquiries from shareholders and investors, as
well as others who might be interested in a companys stock or financial stability. Figure 10.33
shows what an Investors Relations is.

Financial
Communication Finance
Community

Investors
Communication Relations Communication

(IR)

Company
Other
Constituencies
Marketing Securities Law
(Companys
Compliance
Securities)

Figure 10.33: Investors relations

Some companies, investor relations are man-


aged by the public relations or corporate com-
munications departments, and can also be
referred to as financial public relations or
financial communications. Investor relations
are considered a specialty of public relations
by the U.S. Department of Labour. Many larger
publicly-traded companies now have dedicated
IR officers (IROs), who oversee most aspects
of shareholder meetings, press conferences,
Figure 10.34: Investor relations officers
private meetings with investors, (known as
one-on-one briefings), investor relations sections of company websites, and company annual
reports. The investor relations function also often includes the transmission of information re-
lating to intangible values such as the companys policy on corporate governance or corporate
social responsibility. Figure 10.34 shows Investor relations officers in organisations.

20
CHAPTER 10 l THE INTERNET, E-PR AND M-COMMERCE

Investor relations professionals are the pivotal link between their organisation and the outside
world. They are a key corporate resource, disseminating information to shareholders, financial
professionals, and potential investors about their companys competencies, competitive advan-
tages, strengths, weaknesses, strategies, vision and mission the objective being to ensure that
the company will be accurately valued in the marketplace. Figure 10.35 illustrstes the responsi-
bilty of Investor relations Officers.
Competitive
Advantages
Shareholders

Vision and
Competencies
Mission

Disseminating Information

IROs Financial
Professionals

Strengths Weaknesses

Strategies Potential
Investors

Figure 10.35: Responsibilty of investor relations officers

The investor relations function


must be aware of current and up-
coming issues than an organisa-
tion or issuer may face, particu-
larly those that relate to fiduciary
duty and organisational impact.
In particular, it must be able to
assess the various patterns of
stock-trading that a public com-
pany may experience, often as
the result of a public disclosure.
The investor relations depart-
ment must also work closely
with the Corporate Secretary on
legal and regulatory matters that Figure 10.36: Nokia
affect shareholders.

In the past, investors had to all up their brokers and place an order on the phone. The broker
would then enter the order in their system which was linked to trading floors and exchanges.

21
THE INTERNET, E-PR AND M-COMMERCE l CHAPTER 10

With the advent of the Internet, investors can now enter orders online or even trade with other
investors via electronic communication networks. Some orders entered online are still routed
through the broker allowing agents to approve or monitor the trades. This steps assists in the
protection of both the client and brokerage firm from unlawful or incorrect trades which could
affect the clients portfolio or the brokers license. Figure 10.36 refers Nokia.

Case Study:

Enabling the Mobile Marketplace together with Convenience, immediacy, user-friendliness,


personalisation, and location awareness, Nokias mobile commerce solutions have been cre-
ated with these factors in mind.

New technologies also bring new business models that need the support of mobile infrastruc-
tures. With new media types in the mobile domain, the amount of digital content is growing
exponentially. Digital rights management (DRM) technologies play a key role here, enabling
the copyright owners to protect their business.

The solutions Nokia offers for mobile commerce include:

The wallet application makes mobile shopping a convenient experience, allowing you to eas-
ily use your credit card to pay for goods and services while on the move. The wallet is a pass-
word-protected area in your phone where you can store personal information such as credit
card numbers or loyalty card details. When you choose to buy something, you only need your
virtual credit card to complete the purchase. In addition to the wallet application, several
Nokia mobile phones support the security functions used for non-repudiated payments. The
wireless identity module.

ACTIVITY
Discuss the impact of the invention introduced by NOKIA in term of virtual
credit card on the society.

WEBSITE
1. http://en.wikipedia.org/wiki/Investor_relations
2. http://unex.uci.edu/certificates/business_mgmt/finance/ir/
3. http://www.geocities.com/neelam21582/

10.7 The Future

Traditional channel marketing systems will undergo a massive transformation in the next few
years as online communication radically alters the way buyers and sellers exchange informa-

22
CHAPTER 10 l THE INTERNET, E-PR AND M-COMMERCE

tion. The transformation will give


end users powerful new tools to
seek out the best product at the
best price with the best service.
However, the role and the power
of traditional channels will greatly
diminish.

The basis of competition will shift


from companies with strong dis-
tribution channels to those with
Figure10.37: Technologies used in companies
strong information systems. The
winners will find means of graphically displaying data, updating data on a frequent basis, and
responding to e-mail in a creative and real-time mode. The winners will also come from those
companies that design products and that score well when filtered by online search engines.

Companies that want to participate in electronic commerce will need to recognise that the con-
sumer market will take a back seat to the business-to-business market. To tap into the commer-
cial electronic commerce channel, companies should move incrementally and broadly. Moving
incrementally will hide potential conflicts while the company gains experience with electronic
commerce technology. By experimenting broadly with CDROMs, the Internet, and private elec-
tronic commerce systems, companies can determine which approach best fits their strategic,
customer, and technical requirements. As electronic commerce networks expand, companies
must prepare to abandon proprietary networks and embrace emerging industry-wide networks.
Figure10.37 shows technologies used in companies to determine best approaches.
Figure 10.38 describes that innovators see electronic commerce as a strategic opportunity.

Reducing transaction costs.

Eliminating barriers to entry and

Shifting the basis of competition.

Figure 10.38: E-commerce is a strategic opportunity

However, entrenched manufacturers will find it difficult to transition from their established
channels. To minimize conflict, vendors may downplay their efforts until industry-wide net-
works provide a cover. Traditional channels often accept change if they cannot focus their
complaints against a single vendor.

The move to electronic commerce will replace the traditional inventory-based model with an
information-based model. If manufacturers, wholesalers, dealers, and end users do not start en-
visioning their role in such a world, they will quickly find themselves without options. Figure
10.39 shows effect of electronic commerce.

23
THE INTERNET, E-PR AND M-COMMERCE l CHAPTER 10

e-
co ce
m er
m m
er m
ce o
e-c

Information-
Based Model

e e-
c co
er m
m m
om er
ce
e -c

Figure 10.39: Effect of electronic commerce

Figure 10.40 Application of M-commerce based 3G technologies. The technologies keep on de-
velop. For example, with the introduction of 3G technologies, many M-commerce applications
can be launched, some of them are:

With mobile terminal at hand, customer can buy anything at any-


Mobile Shopping:
where he wants.

Customer can purchase or reserve ticket for cinema, train, airplane


Mobile Ticketing:
without going to booking office.

Mobile Customer is able to make remote reservations for restaurants


Reservation: and hotels that suit personal taste and relevant criteria.

Mobile Auction: Gaining benefit of mobile terminal, bidder can participate in auction.

Because of personalisation feature of mobile telecommunication, it is


Mobile
more than conventional advertisement. It is a customer awareness
Advertising:
advertisement.

Mobile Gaming: Customer can play multi-player games through wireless network.

Mobile Video: Customer can select any movie he likes then enjoys it.

The mobile terminal can play a role as customers portable music


Mobile Music:
player.

Customer can make a bet on his favorite horse in a horse racing while
Mobile Betting: betting on his favorite football team in a football match while doing
other things.

Mobile Informa- It can provide customer his interested information like sport
tion Provisioning: news, political news.

Figure 10.40: Application of M-commerce

24
CHAPTER 10 l THE INTERNET, E-PR AND M-COMMERCE

Thus as m-commerce applications and wireless de-


vices are evolving rapidly, one will take forward the
other one towards empowering innovation, versatility
and power in them. There are a number of business
opportunities and grand challenges of bringing forth
viable and robust wireless technologies ahead for ful-
ly realizing the enormous strength of m-commerce in
this Internet era and thereby meeting both the basic
requirements and advanced expectations of mobile us-
ers and providers. But there are many limitations in
the technologies that once its relevant technologies
get matured, widely available and competent, the host
of portable devices will be ready to handle the bigger
Figure 10.41: Mobile phones transactional activities not envisioned so far success-
fully apart from these minor activities.

With the new generation of smart cell phones and handheld devices Mobile users are fast be-
coming a major part of the web scenario, having a mobile website can open your services and
products to the millions of mobile users being added to the world wide web everyday this
means more and more people can access your services and products irrespective of the way they
connect to the internet. Figure 10.41 shows some varieties of mobile phones.

Figure 10.42 shows softwares and application used by customers to access database.

From information about orders, to learning about products and services, to database access,
customers are increasingly demanding access to information and services from mobile devices
such as:

PALM Software Development:


Palm software can be as functional as desktop applications, they are excellent for mo-
bile users who need to collect data or run customised applications, using new wireless
networking technologies these applications can interact with central web or corporate
databases.
WAP Applications Development:
Wireless Access Protocol or WAP applications can be accessed from hundreds of millions
of WAP-enabled mobile phones. These can be simple but powerful applications allowing
mobile phone users access to vast databases of information. Some of the most com-
mon applications are Order Tracking, Stock Availability, Directory Services, and Accessing
Product Catalogs.
SMS Applications Development:
SMS applications have become very attractive due to simplicity of use and wide accep-
tance, applications include 2 Way SMS chat, SMS quiz, SMS Voting and SMS Order track-
ing.
Figure 10.42: Highly accessed applications and softwares

25
THE INTERNET, E-PR AND M-COMMERCE l CHAPTER 10

Figure 10.43 shows issues should be addressed while selecting application development tools.

Application design should be based on the concept of mobile-aware nature of


users work profile and business processes.

Client-agent-server or thin client-mobile server-enterprise server architectural


paradigm should be seriously considered for mobile applications for the enter-
prise.

Security should be addressed in greater detail because wireless networks are more
prone to data leakage, theft and fraud than wireline networks.

In the current environment where the Internet is the focus, mobile applications-
should also be based on the Internet development tools, especially modern appli-
cation servers.

Figure 10.43: Issues in selecting application development tools

Another important future technology is Bluetooth technology. Bluetooth wireless technology


is a specification designed to enable wireless communication between small, mobile devices.
The inspiration behind this was the elimination of the need for proprietary cables, for device
connectivity. So now if you want to communicate between devices like laptop or PC there is
no need for cables to transfer data. Expanding that idea to include all the hand held mobile
electronic devices is, in a nutshell, the Bluetooth wireless technology vision. Figure 10.44 il-
lustrates Characteristics of Bluetooth Technology.

Bluetooth is a high-speed, low-power microwave wireless link technology.

It is designed to connect phones, laptops, PDAs and other portable equipment to-
gether with little or no work by the user.

The technology uses modifications of existing wireless LAN techniques but is most
notable for its small size and low cost. The current prototype circuits are contained
on a circuit board 0.9 cm square, with a much smaller single chip version in devel-
opment. The cost of the device is expected to fall very fast, from $20 initially to $5
in a year or two.

When one Bluetooth product comes within range of another, (this can be set to
between 10cm and 100m) they automatically exchange address and capability
details. They can then establish a 1 megabit/s link (up to 2 Mbps in the second
generation of the technology) with security and error correction, to use as re-
quired. The protocols will handle both voice and data, with a very flexible network
topography.

Bluetooth can support an asynchronous data channel, up to three simultaneous


synchronous voice channels, or a channel, which simultaneously supports asyn-
chronous data and synchronous voice. Each voice channel supports 64 kb/s syn-
chronous (voice) link. The asynchronous channel can support an asymmetric link

26
CHAPTER 10 l THE INTERNET, E-PR AND M-COMMERCE

of maximally 721 kb/s in either direction while permitting 57.6 kb/s in the return
direction, or a 432.6 kb/s symmetric link.

Figure 10.44: Characteristics of bluetooth technology

This technology achieves its goal by embedding tiny, inexpensive, short-range transceivers
into the electronic devices that are available today. The radio operates on the globally-available
unlicensed radio band, 2.45 GHz (meaning there will be no hindrance for international travelers
using Bluetooth-enabled equipment.), and supports data speeds of up to 721 Kbps, as well as
three voice channels.

The Bluetooth modules can be either built into electronic devices or used as an adaptor. For
instance in a PC they can be built in as a PC card or externally attached via the USB port. Each
device has a unique 48-bit address from the IEEE 802 standard. Connections can be point-to-
point or multipoint. The maximum range is 10 meters but can be extended to 100 meters by
increasing the power.

Bluetooth devices are protected from radio interference by changing their frequencies arbitrari-
ly up to a maximum of 1600 times a second, a technique known as frequency hopping. They
also use three different but complimentary error correction schemes. Built-in encryption and
verification is provided. Figure 10.45 describes the Advantages of Bluetooth technology.

Advantages of Bluetooth technology :

Bluetooth devices wont drain precious battery life. The Bluetooth specification
targets power consumption of the device from a hold mode consuming 30 micro
amps to the active transmitting range of 8-30 milliamps (or less than 1/10th of a
watt). The radio chip consumers only 0.3mA in standby mode, which is less than
3 % of the power used by a standard mobile phone. The chips also have excellent
power-saving features, as they will automatically shift to a low-power mode as
soon as traffic volume lessens or stops.

Bluetooth radio technology provides a universal bridge to existing data networks,


a peripheral interface, and a mechanism to form small private ad hoc groupings of
connected devices away from fixed network infrastructures.

Designed to operate in a noisy radio frequency environment, the Bluetooth radio


uses a fast acknowledgment and frequency hopping scheme to make the link ro-
bust.

Bluetooth radio modules avoid interference from other signals by hopping to a new
frequency after transmitting or receiving a packet. Compared with other systems
operating in the same frequency band, the Bluetooth radio typically hops faster
and uses shorter packets. This makes the Bluetooth radio more robust.

Bluetooth guarantees security at the bit level. Authentication is controlled by the


user by using a 128 bit key. Radio signals can be coded with 8 bits or anything upto

27
THE INTERNET, E-PR AND M-COMMERCE l CHAPTER 10

128 bits. The Bluetooth radio transmissions will conform to the safety standards
required by the countries where the technology will be used with respect to the
affects of radio transmissions on the human body. The Bluetooth module will not
interfere or cause harm to public or private telecommunications network.

Figure 10.45: Advantages of bluetooth technology


An interesting aspect of the technology is the instant
formation of networks once the Bluetooth devices
come in range to each other. A piconet is a collection
of devices connected via Bluetooth technology in an
ad hoc fashion. A Piconet can be a simple connection
between two devices or more than two devices.

Multiple independent and non-synchronized pico-


nets can form a scatternet. Any of the devices in a
piconet can also be a member of another by means of
Figure 10.46: Piconet time multiplexing. i.e., a device can be a part of more
than one piconet by suitably sharing the time. Figure 10.46 shows piconet.

The Bluetooth system supports both point-to-point and point-to-multi-point connections. When
a device is connected to another device it is a point to point connection. If it is connected to
more that one (upto 7) it is a point to multipoint connection.

Several piconets can be established and linked together ad hoc, where each piconet is identi-
fied by a different frequency hopping sequence. All users participating on the same piconet
are synchronized to this hopping sequence. If a device is connected to more than one piconet
it communicates in each piconet using a different hopping sequence. A piconet starts with two
connected devices, such as a portable PC and cellular phone, and may grow to eight connected
devices. All Bluetooth devices are peer units and have identical implementations.

When establishing a piconet, one unit will act as a master and the other(s) as slave(s) for the
duration of the piconet connection. In a piconet there is a master unit whose clock and hop-
ping sequence are used to synchronize all other devices in the piconet. All the other devices in
a piconet that are not the master are slave units. Figure 10.47 describes some requirements for
the development of new technologies. Among the requirements for the development of new
technologies are:
To be successful, M-Commerce systems typically need to run on a
variety of mobile device platforms. Examples include conventional
phones (WAP, SMS), Smart Phones (Running the Java MIDP plat-
Device form), PDAs (such as the Palm), Communicators (Such as Symbian
Independence: Quartz and Crystal devices). A browser-based architecture such as
WAP might be sufficient for some m-commerce solutions, but others
will require the deployment of a mobile application (for example a
trading user interface) onto the mobile device.

28
CHAPTER 10 l THE INTERNET, E-PR AND M-COMMERCE

Bearer This also means that different wireless bearers need to be supported:
Independence: WAP, SMS, GPRS, and possibly UMTS.

Identification, authentication (via the Security Authority), access


Security: control, and end-to-end data encryption must be supported for any
m-commerce solution to be acceptable.

What happens if a device has weak or intermittent network coverage


while an m-commerce purchase is performed? Guaranteed, exactly-
once execution of m-commerce transaction is another important re-
Reliability: quirement, especially when stocks or other expensive items are pur-
chased from a mobile device. This feature is not supported by WAP,
typically the deployment of a special piece of software on the mobile
device is required.

Another requirement is being able to send notifications to the cus-


tomer to inform him/her that the merchandise has been shipped,
Notifications: that the supplier is out of stock, or that the credit card could not be
charged. Such notifications typically occur after the user has issued a
purchase transaction.
Because many people in developing countries are not familiar with
E-Commerce and so-called M-commerce. Then, it is worth to train
the customer E-Commerce and M-commerce. Especially, the network
Customer
operator should focus on the youth and leader of enterprise people
Education:
think that they do not know computer then they do not have to know
E-Commerce. This idea is false because E-Commerce is commerce in
every sense; it just takes advantage of computer network.

This is really a big problem because economically we cannot cover


100% area while we want to satisfy advanced features of next gen-
Non-uniform eration mobile technologies, which include ubiquity, reachability and
Subscriber localisation. One possible solution is to cover area along national high
Distribution: way where thedensity of subscriber is low and cover full area in big
cities . Another possible solution is to provide more flexible pricing
model which should be location-based or likewise.

Business model should concentrate on the youth because they are


very potential customers of M-commerce. The youth is very sensitive
Youth: with advanced technology then they want to own a mobile phone.
The more number of subscribers will lead to the more customers of
M-commerce.
Because the income in developing countries is low, they are not will-
Nice Price
ing to pay the same amount of money for mobile service as people
Rather than
from developed countries. So, in some sense, service provider can
Quality of
think of nice-price services rather than high-quality (and of course
Service:
more expensive) services.

29
THE INTERNET, E-PR AND M-COMMERCE l CHAPTER 10

It is natural that some customers are not ready to move to 3G servic-


2G and 3G
es. Also, straight forwarding to 3G may adventurous and expensive.
Migration:
So a 2G and 3G migration should be considered.
A wireless network - this may be either a private network that police
agencies and emergency health services use or a public shared net-
work. While wireless network provides true mobility, you may utilise
Network: a wireline network for those mobile users who need occasion connec-
tion from hotels, motels or airport lounges of airlines regular patrons.
Some of these airports are now offering wireless LAN connectivity to
wireline backend networks.

Figure 10.47: Requirements for the development of new technologies

WEBSITE
1. http://www.dodccrp.org/files/Alberts_Anthology_I.pdf
2. http://www.geocities.com/neelam21582/

SUMMARY

1. The combination of Internet and mobile commerce has changed the way of communica-
tion amongst peoples, organisation, societies, and etc.

2. Technology has makes things move faster than before and within a short we are able to
communicate and disseminate our information. We can send and publish news, pictures
almost instantly with the help of Internet and mobile service.

3. Internet and mobile communication also has been a very cost effective business and com-
merce tool.

4. New communication technology is very powerful and it can even control the world no
matter where we are.

glossary

Astronomical - Inconceivably large

Asynchronous - Digital communication pertaining to a transmission


technique that does not require a common clock be-
tween the communicating devices; timing signals are
derived from special characters in the data stream it-
self.

30
CHAPTER 10 l THE INTERNET, E-PR AND M-COMMERCE

Blog - A shared on-line journal where people can post daily


entries about their personal experiences and hobbies.

Bluetooth - A short range wireless technology for connecting dif-


ferent devices such as computers and mobile phones.

Disseminate - Cause to become widely known

Formidable - Extremely impressive in strength or excellence.

Hyperlink - A link from a hypertext file to another location or file;


typically activated by clicking on a highlighted word
or icon at a particular location on the screen.

Infrastructure - The basic structure or features of a system or organi-


sation.

Internet - A computer network consisting of a worldwide net-


work of computer networks that use the TCP/IP net-
work protocols to facilitate data transmission and ex-
change.

Reinforcement - Information that makes more forcible or convincing

Repudiated - Refuse to acknowledge, ratify, or recognize as valid

Spam - Unwanted e-mail (usually of a commercial nature


sent out in bulk).

Standardisation - The condition in which a standard has been success-


fully established.

Superhighway - An extensive electronic network (such as the internet)


used for the rapid transfer of sound and video and
graphics in digital form.

Synchronous - Digital communication pertaining to a transmission


technique that requires a common clock signal (a tim-
ing reference) between the communicating devices in
order to coordinate their transmissions.

Versatility - Having a wide variety of skills.

31
THE INTERNET, E-PR AND M-COMMERCE l CHAPTER 10

reference

Book References

Chaudhury, Abijit, Jean-Pierre & Kuilboer (2002). e-Business and e-Commerce Infra-
structure. McGraw-Hill.

Ward, Hanson & Kirthi, Kalyanam, (2006). Internet Marketing and e-Commerce, Thom-
son South-Western, a division of the Thomson Corporation.

Catherine, Seda, (2004). Search Engine Advertising. Buying Your Way to the Top to In-
crease Sales. USA: New Riders publishing.

Boris, Mordkovich & Eugene, Mordkovich (2007). Low Cost Strategies for Attracting
New Customers Using Google, MSN, Yahoo & Other Search Engines. Pay-Per-Click
Search Engine Marketing Handbook. ModrComm inc.

Mike, Moran & Bill, Hunt (2009). Search Engine Marketing Inc. Driving Search Traf-
fic to Your Companys Web Site (2nd ed). International Business Machines Corporation.
Boston: Pearson Education Inc.

Thomas, M. McFadyen (2008). e-Commerce Best Practices - How to market, sell, and
service customers with internet technologies, McFadyen solutions.

Janice, Reynolds, (2004). Design, Build and Maintain a Successful Web-Based Busi-
ness. The Complete E-Commerce Book. San Fransico: CMP Books.

Dave, Chaffey, (2007). E-Business and E-Commerce Management. England : Pearson


education Ltd.

Web References

http://www.export.gov/sellingonline/whatisecommerce.asp

http://ecommerce.networksolutions.com/ecommerce_what_is_ecommerce.asp

http://www.business.qld.gov.au/dsdweb/v4/apps/web/content.cfm?id=7429

http://www.shop.org/c/journal_articles/view_article_content?groupId=1&articleId=70
2&version=1.0

http://www.articleplus.com/ecommerce-solutions8.html

http://www.optaros.com/blogs/creating-new-retail-concept-ecommerce

32
CHAPTER 10 l THE INTERNET, E-PR AND M-COMMERCE

http://barney.gonzaga.edu/~pngudup/Ecommerce%20in%20Nepal.doc

www.opentrac.com/SupplyChainConcept.pdf

TRUE / FALSE QUESTIONS



1. Advertisements are often placed anywhere an audience can easily or frequently access
visual, audio and printed information.
A.TRUE
B.FALSE

2. Internet Age has limited implications for business, not includes an expansion to individu-
als of powers that were previously concentrated in the hands of the organised media.
A.TRUE
B.FALSE

3. Investor relations can also be referred to as financial relations.


A.TRUE
B.FALSE

4. Companies that want to participate in electronic commerce will need to recognise that the
consumer market will take a back seat to the business-to-business market.
A.TRUE
B.FALSE

5. Bluetooth can support an asynchronous data channel, up to three simultaneous synchro-


nous voice channels.
A.TRUE
B.FALSE

multiple choice questions

1. Investors Relations is a strategic management responsibility, which enable a most


effective two-way communication between ___________.
A. a company and the financial community
B. a company and the employees
C. the employees and stake holders

33
THE INTERNET, E-PR AND M-COMMERCE l CHAPTER 10

2. Which was one of the biggest breakthroughs in communication when the Internet
was commercialised?
A. Snail mail
B. Email
C. E-commerce

3. An electronic technology used in public relation to disseminate the information


faster is ___________.
A. internet
B. bluetooth
C. electronic public relations

4. The most important role of information technology in a commercial business


however is ___________.
A. to provide a commercial advantage
B. to strengthen the relationships of stakeholder
C. to create the market value

5. While building a web site the facts makes the web site user-friendly are __________.
A. attractive colors, length of web page and user interactivity
B. style, animations and quality
C. page load speed, accessibility, navigation and information

34

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