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Information Technology Management Valerie Bryan Florida Atlantic University
Practitioner Consultants Layne Young Business Relationship Manager Indianapolis, IN
Donna Goldstein GIS Coordinator Palm Beach County School District
Information Technology is a fundamental force in reshaping organizations by applying investment in computing and communications to promote competi-‐‑ tive advantage, customer service, and other strategic ęǯȱǻȱǯȱǰȱŗşşŚǼ
ȱ ¢ȱ ȱ ȱ ęȱ ȱ ȱ ¢ǯȱȱȱȱȱ ȱȱ ȱ-‐‑ ¢ȱ ȱ ȱ ȱ ȱ ǯȱ ǰȱ because technology changes so rapidly, park and recre-‐‑ ation managers must stay updated on both technological ȱȱȱȱǯ ȱȱȱȱ ȱȱȱǰȱȱǰȱ ǰȱȱȱȱ ȱȱ¡ȱȱȱȱ of terms crucial for understanding the impact of tech-‐‑ ¢ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱȱęȱȱȱ¢ȱȱȱȱ ǰȱ ȱ ȱ ȬȬ ȱ ȱ ȱ ¢ȱȱǯȱȱ ȱȱȱȱ ȱȱȱȱȱȱĞȱȱȱȱ ě¢ȱȱȱȱǯ Details concerning the technical terms used in this ȱȱȱȱȱȱȬȬęȱ ȱȱ ǰȱ ȱ ȱ ȱ Ȭȱ ¢ȱ ȱȱ ǯȱȱȱȱȱȬȱ¢ȱ ȱȱ ȱȱ ȱ¢ȱȱȱȱ ȱȱ¢ǯȱ ȱȱȱȱ ȱȱ ȱ ǻȱ ȱ ŗŚȬŗȱ ęȱ ȱ DZȱ ȱ Ǽǯ ȱ¢ȱǻ Ǽȱȱȱȱȱ ȱ¢ǯȱȱȱȱȱ ȱȱ ȱ¢ǰȱ ȱȱ ȱDZ • • • •
ȱȱȱ¢ǵ the manager’s responsibilities; information resources; disaster recovery and business continuity;
• IT as a management tool; • understanding IT infrastructure; and • ȱǯ
ȱȱ ȱ¢ȱȱȱ¢ǰȱȱ¢Ȃȱ not part of the steamroller, you’re part of the road. ǻ ȱǼ
What is IT? A goal of management is to provide the right tools for ěȱ ȱ ě¢ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱȱǯȱȱȱȱ recreation organization may be comprised of many ȱȱȱȱǯȱȱ ȱ ȱ ȱ ǯȱ ȱ -‐‑ ¢ȱǻ Ǽȱȱȱȱ¢ȱ ȱȱȱȱ ȱȱǯȱȱȱȱȱ ȱȱ¡ȱȱȱȱȱǻǰȱŗşŞśǼǯȱ ǻȱ¡ȱŗŚǯŗȱ Ǽǯ Information technology is an umbrella term that covers a vast array of computer disciplines that permit organizations to manage their information ǯȱ¢ǰȱȱ¢ȱȱȱ a fundamental force in reshaping organizations by applying investment in computing and communications to promote competitive advantage, customer service, and other strategic ęȱǻǰȱŗşşŚǰȱǯȱřǼǯ ȱȱȱęȱȱȱ¢ȱȱ ȱȱ ȱȱȱȱ ȱ¢ȱ ȱȱǯȱ ȱȱȱȱǯȱ ȱȱȱȱǯȱ It lets people learn things they didn’t think they could ȱǰȱȱǰȱȱȱǰȱȱȱȱȱǯȱ ǻȱǰȱȱ¡ȱĜȱȱĞǰȱȱ ǷȱǯȱȱȱřŗǰȱŘŖŖŞǰȱ ȱĴDZȦȦ ǯ ǯǼ
Information Technology Management
305
Exhibit 14.1 Basic Functions of Information Technology Input
ȱȱȱȱȱ
Communication
Access and movement of data from place to place
Processing
Transferring of data from one form to another
Storage
ȱȱȱȱ
Retrieval
¢ȱȱȱȱ ȱ
Output
¢ȱȱȱȱȱȱȱȱęȱ¢ȱȱ
ǰȱ ŗşŞśǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ DZȱ ĴDZȦȦ ǯĴǯȦ¢Ȧ ¢Ȧ ĴDZȦȦ ǯ¢ǯȦȦ ¢ȦȦǯ¡ȱ ĴDZȦȦ ǯǯǯǯȦȏ¢Ȧȏ¢ȏǯȱ ĴDZȦȦ ǯǯȦDžřŘŚȦǯ
Evolution of IT Management ȱȱȱ ȱȱȱȱȱ£-‐‑ ȱǯȱȱĴȱȱ ȱȱȱ IT today, it is necessary to look at the three previous eras ȱ ȱDZȱȱȱǻǼǰȱȱ ȱ ¢ȱ ǻ Ǽǰȱ ȱ ȱ ȱ ǻ Ǽǯȱȱȱȱ ȱ£ȱ¢ȱȱȱȱ ȱ¡ȱ ȱǰȱȱȱȱȱȱ ȱ ȱȱȱ¢ȱȱȱ ȱȱȱ ȱ¢ȱǯȱ
• blank registrations forms are distributed; • completed registration forms are received by
the recreation business unit; • forms are batched, by day or center, and taken
to data processing; • forms are entered and an “edit report” is cre-‐‑
The Data Processing Era
ȱ ȱȱDz
ȱ ȱ ŗşŜŖȱ ȱ ŗşŝŖǰȱ ȱ ȱ ȱ organized into a special division called data processing, ěȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ These divisions usually serviced the entire organiza-‐‑ ȯȱ ǰȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱȱǯȱȱȱȱȱ ȱȱȱȱǯȱǻȱȱ ŗŚȬŘȱȱȱȱȱȱǼDZ ŗǯ ȱ¢DZȱ¢ȬȬ¢ȱȱȱ¢Dz Řǯ DZȱ ¢ȬȬ¢ȱ ǰȱ ȱ ȱǰȱǰȱǯDzȱ řǯ DZȱ Ğ ȱ ǰȱ -‐‑ ǰȱȱǯ The data processing modelȱ ȱĜȱDZ ŗǯ ȱȱ ȱ£ȱȱȱ ¢ȱȱěDz Řǯ ȱ ȱ ȱ ȱ ȱ ¢ȱ programmed to capture the requirements of the business units; and řǯ ȱ¢ȱ ȱȱ¢ȱȱǯ
306
This model required a pool of technically skilled IT ǯȱ¢ǰȱȱȱǰȱȱȱȱ ȱ introduced to get more accurate and timely informa-‐‑ ǯȱȱ¢ȱȱȱȱȱȱȱ-‐‑ ȱȱ ȱȱȱ¢ȱǯȱ ȱȱ ȱȱȱ DZ
• ȱȱȱȱ ȱȱȱ
ȱ ȱȱȱDz • data processing is advised of any changes to
the batch, and if needed another edit report is created and the batch is reconciled again; and • ȱȱȱȱęǰȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ęȱ ȱ ȱ ȱ periodic report is issued to the recreation busi-‐‑ ȱǯ ȱȱǰȱȱȱȱěȱȱ ȱȱ¢ȱȱ¢ǰȱȱę-‐‑ ȱȱȱ¢ȱ¢ȱǰȱȱȱ ¢ȱȱȱȱ ¢ȱȱȱȱ¢ǯ This model is a centralized method of managing ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ £ȱ ȱȱǯȱ ȱȱȱǰȱȱ ǰȱȱȱ ȱȱȱȱęȱ-‐‑ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱǰȱȱȱǯȱȱȱȱ ǻ¢ȱȱęȱĜǼȱȱȱȱȱ ȱ ǯȱ ȱ Ĵȱ ȱ ȱ ȱ ȱ ¢ȱ
Information Technology Management
¢ ȱ ȱ ȱ ȱ ȦȬĜȱ ȱȱȱȱǯȱȱȱȱ ȱȱȱȱǯ ȱ ȱǰȱȱȱȱ ȱȱȱ ǯȱȱȱ ȱȱ ȱȱǰȱ-‐‑ ȱ ȱ£ǯȱȱȱȱȱȱȱ ȱȱȱ ȱȱȱ ȱȱȱȱ ¢ȱȱȱȱȱǯȱ¡ȱȱ very frustrated and created a business need for smaller, Ȭěȱ ǯȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱȱǯ
Management Information Systems Era ȱ ȱ ŗşŞŖǰȱ ȱ ȱ ȱ ¡ȱ ȱ helped managers place terminals on their desks to ȱ¢ȱǯȱȱĞȱȱȱȱ direct access to information changed the emphasis ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ǻ Ǽǯȱ ǻȱ ȱŗŚȬřȱȱȱȱ ȱǯǼ ȱ ȱȱȱĞȱȱȱȬ-‐‑ ȱ¢ȱȱȱȱ¢ǯȱ ȱȱȱ ȱȱ¢ȱȱ ȱȱȱǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ entry, directly into the mini or mainframe computer; ǰȱ ȱ ȱ ȱ ¢ǰȱ ȱ ȱ ¢ȱȱȱȱ ȱȱȱǯȱȱȱěȱ ȱȱ ȱ ȱȱ ȱǰȱǰȱ ǰȱȱȱěȱȱȱȱȱȱ ȱȱȱȱǯ ȱȱȱȱĴȱȬ-‐‑ ȱǻȱǼȱȱȱȂȱ control of computing from centralized management to £ǯȱȱȱȱȱȱ-‐‑ ments began hiring IT professionals to operate the com-‐‑ ȱȱ ȱǯȱ¢ȱȱȱȱ ȱȱȱǰȱ¢ȱȱęȱĜǯȱ ȱȱǰȱȱ ȱȱȱȱ¢ȱ and city managers to put the responsibility of managing ȱȱȱȱȱȱȱǯȱȱ ¢Ȭȱȱȱȱ ȱȱȱȱ began looking for a computer solution that supported ȱǯȱȱȱȱȱȱ¢ȱ ȱȱȱȱȱȱȱȱǯȱ ȱȱȱ ȱȱȱĴȱȱ ȱǰȱȱȱ¢ȱȱȱ ȱȱȱȱȱ ȱȱȱ¢ǯ ȱ ŗşşŖȱ ȱ ȱ ȱ ȱ ǻǼȱ ȱȱȱǯȱěȱ¢ȱȱȱȱȱ ȱȱȱȱ ȱȱȱȱ ȱȱȱȱ£ȱȱȱ ȱ¡ȱ ȱȱǯȱ ȱȱȱȱ-‐‑ ȱȱȱȱȱȱȱǯȱȱ ȱ ¢ȱ ŗşşŖǰȱ ȱ ȱ ȱ ȱ
ȱȱȱ ȱȱȱ ȱȱȱ ȱȱȱȱȱȱǯȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ěȬȬ ȱȱȱǻȬǰȱ ȱǰȱ ǰȱȱȱǼȱ ȱȱȱȱ Ĝȱ ǯȱ ȱ ȱ ǰȱ ȱ ȱ ȱȱ¡DZ • ȱ DZȱ ȱ ȱ -‐‑
ȱǻǯǯǰȱǼDz • ȱ DZȱ £Ȭ-‐‑
ęȱȱǻǯǯǰȱ¢ȱǼDzȱ • ȱ DZȱ Ĝȱ ȱ ǻǯǯǰȱ
ȱǼǯ ȱ ȱ ȱ ȱ ¡ȱ ȱ ȱ ȱ ȱȱȱȱȱȱ-‐‑ ǯȱ ȱ ȱ Ĵȱ ȱ ȱ ¢ȱ ȱ ȱ ȱȱȱǯȱȱ ȱȱȱ ȱ Ğ ȱ ȱ ȱ £ȱ ȱ ȱ ȱ -‐‑ ȱ ȱ ȱ ȱ ǯȱ ǰȱ ¡ȱȱȱ ȱȱȱȱȱ ¢ȱȱȱȱȱǯȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱěȱȱȱ ȱȱ ȱȱȱ ǯȱȱ ȱ ȱ ȱ ȱ ¡ǰȱ ȱ ȱ ěȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱȱǯ
Information Services Era ȱ ȱ ¢ȱ ŘŖŖŖǰȱ ȱ ȱ ȱ ȱȱ ȱȱȱȱȱȱ ȱ ȱ ȱ ¢ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ Ř ȱ ȱ ȱ ȱȱȱ¢ȱǯȱȱ ȱ ȱȱȱȱȱȱȱȱ ȱȱȱ¢ǯȱȱȱȱǰȱȱ ȱȱ non-‐‑event, only because companies and government ȱ ȱ ȱ ȱ ¢ǰȱ ǰȱ ȱ ȱ ȱȱȱȱȱǯȱȱ-‐‑ ȱ ȱ ǻȱ ȱ ǰȱ ȱǰȱǰȱȱǰȱȱ Ǽȱȱ ȱȱȱȱ ȱ ȱǻ ǼǯȱȱȱĞȱȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȬȱǯȱ¢ȱ ȱȱȱȱȱȱȱĜȱǻ Ǽȱ ȱȦȱȱǯȱȱȱȱȱ ȱȱ introduction of standards as a part of managing technol-‐‑ ogy costs, including standards for personal computers, Ȭǰȱ ȱȱȱȱǯ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ -‐‑ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ¡ȱ ȱ ě¢ǯȱȱęȱ ȱǻȱȱȱȬ
Information Technology Management
řŖŝ
ǰȱ ȱĞ ǰȱǯǼȱȱȱȬȱǰȱ ȱȱ¢ȱȱȱ ȱȱȱ-‐‑ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ¢ȱ ȱȱȱǰȱȱȱȱ ȱ ȱ¢ȱȱȱȱǯ Telecommunications became another service ȱ ¢ȱ ȱ ǯȱ ¢ȱ ȱ ȱ ȱ ȱȱȱ ǰȱȱ ȱȱȱȱ ǯȱĜȱȱ¢ȱȱȱȱ ȱȱȱȱǯȱȱȱȱȱ ǰȱȱȱȱǯ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ¢ȱȱȱȱ ȱȱȱ-‐‑ ȱȱ ȱĴȱȱȱȱ¢ȱ ěǯȱȱȱȱ¡¢ȱȱȱȱȱ ȱȱȱ ȱȱȱȱ¢ȱ ȱȱȱǯȱȱȱȃȄȱ ȱ ȱȱȱȱȱȱ ȱȱ ȱȱȱȱ ǯȱ ȱ ȱȱȱ-‐‑ age the enterprise and provide and enforce standards ȱȱǯ
Information Technology Era ȱ ȱ ȱ ȱ ¢ȱ ŘŖŘŖǰȱ ȱ ȱ ȱ -‐‑ reation manager is going to have many choices about ȱȱȱǯȱȱȱ¢ȱȱ ȱ¢ȱȱȱȱȱȱ¢ȱ ȱ ȱȱǯȱȱȱȱĚȱ ȱȱ sorts of communication, entertainment, and informa-‐‑ ȱȱȱȱȱȱȱȱĴȱȱȱ ȱǯȱȱȱȱȱȱ¢ǯȱ ǰȱ this is the information technology eraǯȱ ȱȱȱȱ ȱ ȱȱ¡ȱȱȱȱȱ-‐‑ ȱȱȱȱ¡ȱȱǯ The focus of IT is to assist departments in becoming ¢ȱ¢ǰȱȱȱĜȱȱȱȱ-‐‑ ȱǯȱȱȱȱ¢ȱȱȱȱ¢ȱȱ ȱȱȱ ȱDZ • data processing—the business process is key,
systems must enhance the process; • ȯȱȱȱȱȱ-‐‑
mation, not IT people; • ȯȱȱ£ǰȱ-‐‑
tion is strategic; and • IT—many technologies, using the right tech-‐‑
¢ȱȱȱȱǯ ȱȱ ǵȱ ȱȱȱ¢ǰȱǰȱǰȱ ȱ ȱ ȱ Ȭȱ ȱ ¢ǯȱ ȱȱȱȱȱ ǰȱȱ ȱȱȱȱ been added to IT, and that is security, protecting informa-‐‑ ǯȱ ȱȱȱȱȱȱȱȱȱ ȱ management because not all departments have achieved ȱȱȱ¢ǯȱȱȱȱȱȱ
řŖŞ
ȱęȱȱȱ¢ǯȱȱȱȱ a real business need to change IT, park and recreation ȱȱȱȱȱȱȱȱǯȱ ȱȱěȱȱȱȱȱȱȱ ǰȱȱȱȱȱǯ
Why IT? ȱȱȱ¢ȱȱȱ-‐‑ ogy to make management decisions is the ultimate goal ȱ ȱ ¢ȱ ǯȱ ȱ technology management is a means to make the con-‐‑ ȱ ȱȱȱȱȱȱȱ ȱȱǰȱ ȱȱȱȱȱȱ ǰȱ¢ǰȱ¢ǰȱȱȱȱǯȱ ȱ ¢ȱȱȱǰȱȱ ȱȱ ȱǰȱȱȃȬȄȱȱȱ£ǯ
IT Solves Business Problems ȱȱȱȱȱǰȱȱȱĴȱȱ ȱ ǯȱȱ¢ȱȱȱȱ-‐‑ surement of service delivery and the consequential ¢ȱȱ ȱȱȱǯȱ ȱ-‐‑ ¢ȱ ȱȱȱĴȱǯȱ ȱ ȱȱ ȱ¢ȱȱǯȱ ȱ ȱȱȱ ȱ ȱ ȱ ȱ ěȱ ¢ǰȱ ȱ ȱ ȱ ȱȬȱǯȱ ȱȱȱȱ ȱ Ĝȱ ȱ ǰȱ ȱ ǯȱ ȱ -‐‑ ager must learn to frame information requests so as ȱȱȱǯȱǻȱȱȱ ǰȱ ǯǼ
IT Increases Personal Productivity ȱȱ¢ȱȱ¢ȱȱȱȱȱȱȱ¢-‐‑ ȱ ȱ ¢ȱ ȱ ¢ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ¢ȱ ȱ manufactured today has a keypad, keyboard, or set of Ĵȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱ¢ȱȱȱȱǯȱĴȱ ȱȱ ȱȱȱȱĴȱȱȱȱȱǯȱ ȱȱȱȱȱȱȱȱȱ ȱȱȱȱȱ¢ǯȱȱ ȱȱȱȱȱǯ ȱȱȱȱ ȱȱ ȱǻ Ǽȱ ȱȱȱȱȱȱȱȱȱǯȱ ȱ ȱ ǻȱ ȱ ȱ Ǽȱ ȱ ȱ ȱ ȱ ȱ¢ǯȱ ȱȱȱǰȱȱȱ simply looks at the screen and selects the options that ȱ ǯȱ Ğ ȱ ȱ ȱ Ĵȱ ȱ help on-‐‑screen in the computer program, instead of in ǰȱȱǯȱȱȱȱǰȱ ¢ȱ¢ȱȱȱ ȱĴǯȱȱȱȱ£ȱ
Information Technology Management
Ĝ¢ȱȱȱ£ȱȱȱȱ-‐‑ ȱȱȱǯ ¢ǰȱ ȱȱȱȱ ȱȱǯ ȱ ȱȱȱȱȱ ȱȱȱ ¢ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱȱǯȱ ȱȱȱȱȱ¢ȱ ȱǯȱ ǻȱǯȱ ǰȱŗşşŝǼ
Any information resources are available to the small ȱȱ ȱȱȱȱȱȱȱȱ ǯȱ ȱȱ ȱȱȱȱȱȱȱ ǰȱǰȱȱ¢ǯȱȱȱ ȱȱȱȱȱ ȱȱȱ-‐‑ ȱȱȱȱǰȱ ȱ¢ȱ¢ȱ ȱȱȱǯ
The Manager and IT ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ǰȱȱǰȱȱęȱȱȱȱ organization, so are they responsible and accountable for ȱȱǯȱȱȱȱȱȱȱ ȱ¢ȱȱȱȱ ǯȱ ǰȱȱ ȱȱ ȱȱ¢ȱ ȱȱ strategic importance of IT and subsequently allocating ȱȱ¢ȱȱȱȱ¢ǯȱȱȱ direction of an IT resource is the ultimate responsibility ȱȱ£ȱȱȱǯȱȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ -‐‑ tion culture change requires the manager to make all departmental information electronically accessible for Ĝ¢ǰȱ¢ȱǰȱ ǰȱȱȬǯ There are three basic IT management scenarios for ȱȱǯ ŗǯ IT as a core service—a park district is the best ¡ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ the operations, management, and information Dzȱȱȱȱȱȱ ȱȱ district report to the director, the director is accountable to the park board, and IT decisions are part of the business; Řǯ IT as a required support service—many municipal and county governments require ȱ ȱ ȱ ȱ ȱ ęǰȱ purchasing, human resource and IT services; there are many variations of this model, and all involve a cost recovery process to support the services; and řǯ IT as an elected service—many private rec-‐‑ ȱ ǰȱ Ȧȱ ǰȱ ȱȱǻǼȱȱȂȱȱ a fully deployed IT resource; they purchase the equipment they need, and seek IT service ȱȱȱǯ
ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ǰȱ ȱ ȱ ǯȱ ȃ ȱ ȱ Ȃȱ ȱ ȱ ǵȄȱ ȱ £-‐‑ Ȃȱȱȱȱȱ ȱȱȱǯȱ Organizations that align their information resources ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ Řŗstȱ ¢ǯȱ ȱ ȱ ȱ £ȱ ȱ ȱ ȱȱȱ ȱǯȱȱȱȱȱ ¢ǯȱ ȱȱȱȱ¢ȱȱ¡ǰȱ managers, supervisors, and functional personnel do not embrace it, and change their system of service ¢ǯ ȱȱȱȱ¢ ȱȱȱ-‐‑ nization, but to be successful, it must be embraced from ȱǯȱ ȱȱ ȱȬȬȱ ȱȱ ȱ ȱ ȱ ȱ £ǯȱ ȱ ȱ ȱ -‐‑ ȱ ȱ Ĵȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱȱȱȱȱȱȱȱ ȱǰȱ ȱ¢ȱȱȱȱȱ ȱ¢ȱȱȱȱęǯȱȱ ȱ ȱ ȱ Ĵȱ ȱ ǰȱ ę¢ǰȱ ȱȱȱȱȱȱȱ¢ǯȱ ȱȱ responsibility for IT is delegated to another level in the £ǰȱ ȱ ȱ ȱ ȱ ¡ȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ¢ȱ ȱ Ĵȱ ȱ ǯ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ǵȱ ȱ ¢ȱ ȱ ȱ ȱ ǵȱ ȱȱȱȱȱȱȱ¢ȱȱ ȱ¢ȱȱȱǯȱȱȱȱȱǰȱ¢ȱȱ ¢ȱȱȱȱȱȱǯȱȱ ȱ ȱȱȱ£ȱȱȱȱ-‐‑ ǰȱȱȱȱȱǰȱȃȱ ȱȱȱ ȱ¢ȱȱǵȱȱ ȱȱȱȱ ȱȱȱȱȱǵȄȱȱ ȱȱǰȱ ȱȱȱĴȱȱȱȱ ȱ ȃǰȄȱȱȱ¢ȱȱȱęȱ information, service performance data, and marketing ȱ ǯȱ ȱ ȱ ȱ ȱ £-‐‑ tion is that departmental information is leveraged for ȱȬǯ ȱ ȱ ¢ȱȱȱěȱ ȱȱȱȱ ȱ ěȱ ȱ ȱ ȱ ǯȱ ȱ ¢ȬȬ¢ȱ ȱ¢ȱȱȱȱȱǯȱ These individuals understand the requirements of pro-‐‑ viding good service and are very skeptical about doing ȱ¢ȱȱȱȱȱȱęǯȱȱ ȱǯȱȱȱȱěȱȱȱȱ administrative tasks, the more service delivery can be £ǯȱȱȱȱ ȱȱȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ -‐‑ ȱȱěȱȱȱȱȱȱ provide important information for operations, man-‐‑ ǰȱ ȱ Ȭǯȱ ȱ ȱ ȱ
Information Technology Management
řŖş
managers to identify systems that are redundant and Ĝȱȱȱȱǰȱȱ-‐‑ ȱȱ ȱȱȱȱ¢ǯ An organization may need to be reorganized to Ěȱȱ ȱ ¢ȱȱǯȱ ȱȱȱȱȱȱȱ ȱȱȱȱȱȱDZ • develop the guidelines for making decisions
•
• •
•
ȱ ȱȱ ȱȱȱȱȱȱ-‐‑ ȱ ȱ ¢ȱ ȱ ǰȱ personnel, system redesign, upgrades, and development of design; create a uniform information infrastructure ȱ £ȱ ȱ ȱ ȱ ȱ ǰȱ databases, information policies, methods, pro-‐‑ cedures, and practices; ȱȱȱDz ęȱ ȱ ȱ ȱ ȱ ȱ -‐‑ ȱ ȱ ȱ ȱ ȱ ȱ ȱ users, and as an integral player in the business model; and ęȱȱȱ¢ȱȱȱȱ ȱȱȱȱȱȱȱ-‐‑ ȱ¢ǯ
Information Resources An organization’s information resources are character-‐‑ £ȱ¢ȱȱȱȱ¢ȱȱǯ
Sources ¢ȱ £ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱȱȱǰȱęǰȱȱȯȱ paper and electronic—that an organization creates ȱȱȱȱȱȱȱȱǯȱ ¢ȱȱȱȱȱȱgovernanceDZȱȱ of incorporation, charter, or enabling legislation of ȱ £ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ best practice of management, ȱ ȱȱȱȱ-‐‑ ȱ ȱ ȱ ¡ǯȱ ȱ ȱ resources are created as a result of the professional dis-‐‑ cipline or historical practice.ȱǻȱ ȱȱȱȱȱ the information resources that commonly originate as ǰȱęǰȱȱǰȱȱȱȱ ȱȱŗŚȬŚǯǼ
Administrative and Service Statistics/Information Organizations should maintain appropriate service sta-‐‑ tistics in order to plan, interpret, and evaluate park and ȱȱȱǯȱȱȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱȱ£ǯ
řŗŖ
Appropriate records on individual participants and groups should be maintained in a form that lends itself to summarization and provides useful informa-‐‑ ǯȱ¡ȱȱȱȱȱȱ receiving services; number of participants registered; ȱȱȱȱDzȱĴDzȱ-‐‑ ȱȱȱȱȱȱ ȱȱȱ-‐‑ stituency, including age, gender, cultural background, marital status, educational level, occupation, length of ȱ ȱ ¢Dzȱ ȱ ěȱ ȱ ȱ ȱ -‐‑ ȱ ȱǰȱȱȱȱȱę¢ǰȱ ȱȱ ȱǰȱȱȱȱĴȱȱ ȱȱ¡ǰȱǯ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ -‐‑ loads, determine personnel and other resource needs, ȱȱǯȱ¡ȱȱȱȱȱ-‐‑ ȱĴǰȱȱȱȱǰȱ ȱǰȱȱȱȱǯ ¢ȱ ȱ ȱ ȱ ȱ Ěȱ ȱ ȱ ȱ ȱ ȱ ǯȱȱ records and reports should conform to uniform and current methods of maintaining records and reporting ȱȱ¢ȱȱȱȱȱȱȱ ȱȱ ȱ ęǰȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ -‐‑ ȱ£ǯ ¢ȱȱȱȱȱȱ-‐‑ £ȱȱ ȱȱ¢ȱȱȱȱ ȱȱȱȱȱȱȱȱǯȱ ȱĴȱ¢ȱȱȱȱȱǯȱ ȱȱȱȱȱȱȱǰȱ same month during the previous year, and year-‐‑to-‐‑date, ȱȱȱȱȱǯȱȱ monthly report may also permit the heads of organi-‐‑ £ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱȱ¡ȱǯȱǰȱȱȱȱ¢ȱȱȱ ¢ȱ ȱ ȱ ¢ȱ ǯȱ ȱ ȱ ȱ provide comparative data and statistics and account for ȱȱȱȱ£ǯ
Information Types ȱȱȱȱȱȱǰȱ personal information, operational information, admin-‐‑ ȱǰȱȱȱǯ
Personal Information Personal information in IT language addresses all items ȱ¢ȱȱȱȱȱ¢ȱȱǯȱ ȱȱȱȱǻȬǼǰȱȱȱǻȬǼǰȱ ¡ǰȱǰȱĴǰȱ ȱǻęǼǰȱȱ-‐‑ ǰȱȱȱǻǼǯȱȱ-‐‑ ȱȱȱȱ¢ȱȱĜȱȱȱ ǻ ȱ ǰȱ ǰȱ ȱ ǰȱ ȱ ȱ Ǽǯȱ ȱ ȱ ȱ ȱ
Information Technology Management
information is that it may be stored either locally on a personal computer or in a private area on the net-‐‑ ȱȱȱȱǯȱȱȱȱȱȱ ȱȬȱǻȱȱ¢ȱȱǰȱȱ ȱȱǰȱȱęǰȱǯǼǯȱȱȱ-‐‑ sonal information accumulates it becomes a resource ȱȱ ȱȱȱǯȱȱȱȱȱ to strict policies regarding the creation and storage of ȱǯ
Operational Information Operational information ȱȱȱĚȱ ȱȱȱȱȱ£ǯȱȱ information is used for day-‐‑to-‐‑day business manage-‐‑ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱȱȱǯȱȬ ȱ¢ȱȱȱȱȱǯȱȱ Ğ ȱȱȱȱȱ ȱȱȱ ȱȱȱȱǰȱ ȱȱȱ¢ȱ ȱ ¢ȱ Ĵȱ ȱ ȱ ęȱ ǯȱ ȱ ȱĞ ȱȱȱĞ ȱȱȱ ȱȱȱ¢ǯ
• ȱěȱǻěȱǼDz • increases the number of organization services
Administrative Information Administrative information refers to applications that are ȱȱȱȱ ȱȱ£ǯȱ ȱ resources, payroll, and accounting applications are IT ȱȱȱȱȱȱȱȱǯȱȱȱ organization that does not administer one of these appli-‐‑ ȱ¢ȱȱȱ ȱȱ Ě ȱȱȱ ȱȱȱǰȱȱǰȱȱȱǯȱ ȱ¢ȱȱ¢ȱ¢ȱ ȱȱ make sure the systems are correctly used and to ensure ȱ¢ǯȱȱ¢ȱȱ-‐‑ ȱȱȱ ȱȱȱȱǯ
Departmental Information Departmental informationȱȱ¢ȱȱǻǰȱ ǰȱ ȱ Ǽȱ ȱ ȱ ȱ ȱ -‐‑ nization business such as marketing and assessment ȱȱ¢ǰȱȱǰȱǯǰȱȱ ȱ¢ȱ ȱǯ The distinctions among these information types ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ¢ȱ ȱ ȱ ȱȱ£ȱ ǰȱȱȱ¢ȱȱȱ-‐‑ ǯȱȱȱmust be stored on the £ȱ ǰȱȱȱȱȱȱȱȱ ȱ ¢ȱ ȱ ěȱ ǯȱ ȱ ȱ Ĵȱ ȱȱ ȱȱ¢ȱȱȱ-‐‑ ȱȱǯȱǻȱȱȱȱ ¢ǰȱ ǯǼ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ
¢ȱǰȱȱȱȱȱȱȱǯȱ Typically, the standards for creating this information ȱ ȱ ¢ȱ ȱ ǯȱ ȱ ǰȱ ȱ ȱ ȱ ¢ȱ ǰȱǰȱȱȱ ȱȱ-‐‑ ȱ ǯȱ ¢ȱ ěȱ ȱ ȱ ȱ ȱȱȱȱĜȱȱȱȱ£Dzȱ ǰȱ ¢ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱȱęȱȱȱȱȱ ¢ȱ ȱǯ ȱ ȱ ȱ ȱ ȱ ȱ -‐‑ ȱ ȱȱǯȱȱȱȱȱȱ ȱǰȱȱȱȱ¡¢ȱȱȱ-‐‑ £ǯȱȱȱȱȱȱȱ£ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱȱȱȱ£ȱȱȱĜ¢ȱȱ ȱȱȱȱ¢ȱȱ ȱȱěȱȱ have access to any information resource necessary to ȱȱȱǰȱ ȱȱȱȱ ȱ ęȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ¡¢ȱ ȱ ȱ £ǯȱ ¡¢ȱ ȱ ȱȱȱ£DZ
ěȱǻ ȱǼDz • ȱ ȱ ȱ ȱ ěȱ ȱ ǻ ȱ
ǼDz • ȱěȱȱǻȱ¢ȱ-‐‑
ǼDz • ȱ Ȭȱ ȱ ǻȱ ȱ
¡ǼDzȱ • lacks a technology plan and engages in unre-‐‑
ȱ¢ȱȱǯ Information is the result of collection, manipula-‐‑ ǰȱȱ¢ǯȱ ȱȱȱǰȱȱǰȱȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱǯȱȱȱȱȱȱȱ ȱȱȱȱȱȱȱȱ¢ȱȱȱ ȱ an immediate turnaround, andȱȱȱȱǯȱȱȱ ¢ȱȱȱ ȱȱȱȱȱ-‐‑ ȱ ȱȱȱ ȱǯȱȱȱȱȱȱȱ ȱȱȱȱ ȱȱȱȱȱ ȱ ȱ ȱ ȱ ¡ȱ ȱ ȱ ȱ ȱȱȱȬȬǯȱȱȱȱ ȱǰȱǰȱȱ¢ȱǻȱ¡ȱŗŚǯŘȱȱ ȱŗŚȬśǼǯ
IT as a Management Tool ȃȱ¢ȱȱǰȱǰȱ ȱ ¢ȱ ȱȱȱȱȱ ǵȄȱȱǯȱȃȱȱȱȱȱȱ ȱ ¢ȱ ȱȱȱǰȄȱȱȱǯȱǻ ȱǼ
Information Technology Management
řŗŗ
Exhibit 14.2 Value of Information Factors Correctness
Accessibility
Timeliness
PrecisionDZ SecurityDZ ȱȱ¡ȱȱ ȱȱǯ ȱȱȱȱ ȱ ȱǯ
Response time: Information retrieval from request to ¢ȱȱȱǯ
Accuracy: ȱȱȱȱ ȱȱǯ
On-‐‑line: Information can be accessed from Ȃȱ ǯ
Up-‐‑to-‐‑date: ȱȱǯ
Bug-‐‑free: ȱȱȱȱ ȱȱǯ
Barrier-‐‑free: Information in not requested ȱǯ
ȱĚ DZ Data entry to information output is Ĝǯ
Utility: ȱȱȱȱȱȱȱ ǯ
Equipment: ȱ ȱȱ-‐‑ ȱȱȱǯ
Reliable: ȱȱȱ ȱ ǯȱ
¢ȱ£ȱȱȱȱȱȱ ¢ȱ££ǯȱȱ£ȱȱȱȱ ȱ ¢ȱ ǰȱ ȱ ȱ ȱ ȱ -‐‑ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ¡ȱ ¢ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ěǯȱ ȱ ¢ȱ case, all systems should provide reliable information ȱȱȱȱȱȬǯȱȱ-‐‑ priate information system should encompass personal information, business information, and administrative ǯ ȱ ȱ ȱ ȱ ȱ ȱ Ĝȱ ¡ǰȱ ǰȱ ȱ ǰȱ -‐‑ ȱǰȱȱǰȱȱ¢ȱǯȱȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱȱǯȱ ȱȱǰȱ ȱȱ ȱ£ȱȱȱȱȱ ȱ ȱȱ¢¢ȱȦ¢ȱǯȱȱȱȱ ȱ ȱȱȱȱȱȱȱȱȱ ȱ £ȱDZ • a teaching technologies team that assists faculty
ȱȱȱȱȱ¢Dz • a security team that manages the login
accounts; • a desktop team that installs and maintains the
computer assets; • a consulting team that provides assistance to
¢Ȧěȱ ȱ ȱ ȱ -‐‑ tions; and • ȱ ȱ ȱ ȱ ȱ ȱ Ĵȱ ¡ȱȱȱȱȱ¢ȱ ¢ȱǻǯǯǰȱȬǰȱǰȱȱȱ ¢Ǽǯ
řŗŘ
Records Management ȱȱȱȱ¢ȱ£ǰȱȱĴȱ ȱȱȱ ǰȱȱȱ¡ǰȱȱȱȱȱȱ ¢ǯȱȱȱȱȱȱȱ£ǯȱȱ ȱȱ ȱ¡ȱȱȱȱǯ ¢ǰȱȱȱȱȱ¢ȱȱȱȱȱ ȱ ȱ ȱ £ǯȱ ȱ ȱ ¢ȱ ȱ ȱ ȱȱȱȱȱȱǯȱ ¢ȱ¢ȱȱȱ¢Ȃȱȱȱȱ ȱ ǻǼȱ ¢ȱ ȱ ¢ȱ ȱ ȱ ȱȱ¢ǯȱ¢ȱ¢ȱȱȱ-‐‑ Ȃȱęȱ¢ȱȱȱǯȱȱȱ ¡ǰȱȱȱ ȱȱȱȱȱȱ quality and backup of the accident reports, the police ȱ ȱȱȱȱȱȱ¢ǰȱ ȱȱȱęȱĜȱ ȱȱȱ ȱȱȱ¢ǯȱ¢ȱ ȱ ȱȱȱȱ connecting users to all the databases and providing a ȱȱȱǯ The primary function of good record keeping is ¢ȱ ȱ ȱ ȱ ȱ £ǯȱ ȱ ȱȱȱ ȱȱȱȱȱ the use and status of organization resources and adds ¢ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱǰȱǰȱȱȱǯȱȱ must be standards for all record keeping systems, elec-‐‑ ȱȱǯȱȱȱȱ ȱȱ ȱȱȱ¢DZ • ȱȱȱȱǵ • ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ
ǵ • ȱ ȱȱȱ¢ȱȱȱ ȱ
ȱęȱ¢ȱȱȱȱǵ
Information Technology Management
• ȱȱȱȱȱ£ȱǵ • ȱȱȱȱȱȱęȦ
ȱȱǻȱǼǵ • ȱȱ£ȱȱȱȱǵ • ȱȱȱȱȱȱǻȱ
Ǽȱȱ ȱȱǵ • ȱ ȱ ȱ ȱ ȱ ȱ ȱ
¢ǵȱ • ȱȱȱȱȱȱ-‐‑
¢ȱȱĜ¢ǵ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱȱȱȱęDZ ŗǯ transaction processing systems—systems that ȱȱȱȱȱ ȱȱDzȱ systems include activity registration, facility scheduling and membership systems, to name ȱ Dz Řǯ ȱȱ¢ȯȱ¢ȱȱ ȱȱȱ ȱǰȱ ȱǰȱ-‐‑ ǰȱ ȱ ȱ ȱ Dzȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ £ȱ ȱ ȱ Ĵȱ ¢ȱȱǰȱȱȱȱȱȱ ȱ ȱȱȱȱȱǰȱȱȱ building a shelter or playground; and řǯ case management systems—those systems that ȱȱȱȱęȱȱ or case event such as the records associated ȱȱȱȱ ȱ ȱȱȱȱȱȱ ȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱǯ Administrative systems are those that provide assistance to the operational divisions and other agency ȱǯȱ¢ȱȱȱȱȱȬǰȱ ęǰȱ ȱ ȱ ȱ ǰȱ ¢ȱ ǰȱ ȱ ǰȱ ȱ ȱ ǯȱ ȱȱŗşȱȱŘŖȱȱȱȱęȱ DzȱȱȱȱęȱȱȱŗŜǰȱ ŗŝǰȱȱŗŞDzȱȱȱȱ¢ȱȱȱ ȱȱȱȱŝǰȱŞǰȱȱŗŗǯȱȱȦ documentation system for risk management is essential ǻȱȱŘŗǰȱȱǼǯ
The Internet ȱ ȱȱȱȱȱ ȱȱȱȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ǰȱȱ ȱǰȱȱǰȱ ȱȱȱȱȱȱǯȱ ȱ ŗşŜşǰȱ ȱ ȱ ȱ ȱ ǻǼȱ ȱ ȱ ¡ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱȱǰȱȱȱȱȱ
ȱ ȱ ŗşŜşǯȱ ȱ ȱ ȱ ȱ ȱ ȱ¢Ȭȱȱ ȱ¢ȱȱ ȱȱ¡ȱȱȱȱȱȱȱ-‐‑ ȱȱȱ¢ȱȱ ȱȱȱȱȱ ȱ¢ȱĴȱǻȱǭȱǰȱŗşşŚǼǯȱȱĴȱ ȱǰȱȱȱ¡ȱȱȱȱȱ-‐‑ DZȱȱ ȱ ȱǯȱȱ ȱ ¢ȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ǻ Ǽȱ ȱ. ȱ ȱȱȱȱȱȱȱȱ of information to be routed from one host to another as necessary, regardless of the computer creating the ȱȱȱǯȱȱ ȱȱ¢ȱ ȱȱȱȱ ȱȱȱȱȱ to each other using this universal language, and other languages that have been created since the original ǰȱȱȱȱȱȦ ȱ ȱǻȦ Ǽǯȱȱ ȱȱȱȱȱȱ-‐‑ ǯȱ ȱȱȱȱȱȱȱȱ ȱȱ ȱȱşŖȱȱȱȱ ǯȱȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱȱȱȱȱȱȱǰȱȱȱ common language, and to transmit and receive data via dedicated, high-‐‑speed telecommunications lines using ȱǯȱȱȬ ȱȱȱ ȱ ȱȱȱȱǰȱȱǯ ȱ ȱ ȱ ȱ ȱ ȱ ȱ Internet use by entities in the public sector, private-‐‑for-‐‑ ęȱǰȱȱǰȱȱǰȱęȱ DZ • ȱ ȱ ȱ browsersȱ ǻȱ
ȱ Ğȱ ȱ ¡ȱ ȱ ȱ Ǽȱ ȱ ȱ ȱ ȱ ȱ ¡ȱȱȱȱȱDzȱȱ ȱ ȱȱȱ¢¡ȱȱ ȱǻ Ǽȱȱ¢ȱȱȱ ȱ ȱ Dzȱ ȱ ȱ ȱ ŘŖŖŞǰȱ ȱ ¡ȱȱ¡ȱ ȱȱȱȱ-‐‑ ȱ ȱ ȱ ǻȱ ĴDZȦȦ ǯ řǯ Ȧ Ȧ ȏǯȱǼDz • ȱ search enginesȱ ȱ ęȱ -‐‑ ȱ Dzȱ ȱ ǰȱ ȱ ȱ ǰȱ ǰȱ ǰȱ ǰȱ ȱ ǰȱ ȱ ȱ ȱ ǰȱ ¡ǰȱ ¢ǰȱ and Infoseek; today, users are generally more ȱ ȱ ȱ ǰȱ ǰȱ Ƿȱ ǰȱȱǯDz • Internet Service Providers (ISP) set up shop to ȱ ȱ ȱ ȱ Dzȱ ȱ pay a modest cost to access the Internet; compa-‐‑ nies and recreation, park and leisure agencies ȱȱpresence on the net ȱ¢ȱ ȱȱ ȱȱȱȱȱȱȱ the move to the Internet;
Information Technology Management
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• E-‐‑travel revolutionized the hospitality industry
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to include airline, rental car, hotel, restaurant and entertainment; E-‐‑commerceȱ ȱ ȱ ȱ ȱ ȱ money electronically to enable business Dzȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ transfer, Internet marketing, electronic data interchange, inventory management systems, and automated data collection systems; wikis have provided a forum for a group of Internet users to collaborate, create, maintain, and verify the authenticity of information to ȱ ȱ ȱ ȱ Dzȱ ǰȱ ȱ free encyclopedia at ĴDZȦȦǯ ǯȦ Ȧǰȱȱȱ¡ȱȱȱȱȱ forums in action; sites such as this can be used ȱ¢ȱęȱǰȱȱ-‐‑ cal information about parks and monuments, or make summary reports of the state of leisure ȱȱȱȱȱ¢Dz video or audio streaming is a technology that compresses and transports the video or audio ȱęȱȱȱȱȱĴȱǰȱȱ the quality of the video or audio and high; This ¢ȱȱȱȱȱ ¢ȱȱĴȱ ȱ and training to a variety of audiences, in-‐‑house and beyond; ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ of e-‐‑mail; in many cases, the Internet has also become the access point for phone service and digital voice-‐‑mail centers, both in home and in business environments; a webinar ȱȱ¢ȱȱ ȱȱȱȱ people to participate in a live training program on the Internet that includes audio and video of ȱȱ ȱȱȱDzȱȱȱ ¢¢ȱȬ ¢ȱȱȱȱȱȱ-‐‑ ǰȱ ȱ ȱ ȱ ȱ ǻ -‐‑ ǼDzȱȱ ȱȱȱǰȱ¢ȱ ȱ ȱȱȱ ȱȱ ȱȱ ȱȱȱDzȱ ȱȱ-‐‑ ence phones, more interaction is feasible for ȱȱĴȱȱ¡Dz ¢ǯȱȱǯȱȱĞ ȱ-‐‑ ȱȱ ȱȱȱȱȱȱ to connect using the Internet for point-‐‑to-‐‑point video phone calls and PC to phone callsȱ ȱ ȱ ȱ ȱ ǰȱ ęȱ ǰȱ ȱ ȱ conferencing calls to other users of the service ȱ ȱ ȬȬȱ ǰȱ ȱ ȱ ȱ ȱȱǻȱǼȱȱ mobile phones can be made for a fee; podcastingȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱǻȱȱȱȱȱȱ
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Ǽȱȱȱȱȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ǻȱ ȱǼȱȱȱ¢ȱǰȱȱȱȱ řȱ¢ǰȱȱǰȱȱȬȱǰȱ ȱȱȱȱǻǼDz ȱȱȱȱȱ¢ǰȱȱȬ access social networking ȱȱȱȱ ȱ ȱȱȱ ȱ ȱȱȱ-‐‑ mation about leisure programs and services to a global market; video conferencingǰȱ ȱ ȱ ǰȱ ȱ a technology that communicates audio and video for a live meeting so that participants can see each other and materials being discussed; in some cases, the conferencing is from one host site to many sites, and in some cases from desk-‐‑ ȱ ȱ ȱ ȱ Dzȱ ȱ ǰȱ ȱȱȱǰȱȱ ȱȬȱ narration and multimedia content to transform ȱȱȱȱ¡ȱ ȱȱȱ ȱȱȱDz instant messaging (IM) is a form of real-‐‑time communication; the user is enabled to send ȱ¡ȱȱ¢ȱȱȱȱ Dz ¢ȱ ȱ ȱ ȱ ȱ ȱ ěȱ ȱ ȱȱǻȱȱ ȱȱ Ǽȱ ȱȱȱDzȱȱ-‐‑ ing services integrate both video conferencing ȱ ȱDz electronic auction sitesȱǻ¢ǯǰȱ£ǯǰȱ ǯǰȱ ǯǼȱ ȱ ȱ ȱ ¢ȱ ȱ for items, locate parts for outdated equip-‐‑ ǰȱ ȱ ęȱ £ȱ ȱ ȱ Dzȱ in some cases, the sites suggest marketing and revenue-‐‑producing strategies for departments to emulate; RSS feeds are replacing the old listserv as a method of pushing information in the form ȱ ȱ Ȭȱ ȱ ȱ ȱ ¡Dzȱ ȱ of receiving an e-‐‑mail that is circulated from a listserve, users receive a notice that the informa-‐‑ ȱ¡Dzȱ blog sites are postings displayed in reverse chronological order using conversational ¢ȱ ȱ ¡ǰȱ ¢¡ǰȱ ǰȱ ȱ ǯȱ Individuals across regions, or even continents, ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¡ǯ
The Internet is the most used and versatile of the technologies for all organizations, private and public, ȱȱǯȱ ȱȱȱȱȱ ǰȱ ¡ȱ ǰȱ ȱ ȱ ȱ information useful in the administration of the orga-‐‑ £ǯȱ ȱ ȱ ȱ ȱ ȃǰȄȱ ȱ ȱ
Information Technology Management
ȱ ȱ ȱ ǯȱ ǻDZȱ ȱ ȱ ȱ ȱ ȯ ȱ ȱ ȱ ȱ ȱ ǻǼȯ¢ȱǷǼȱ¢ȱ£ȱȱȱ ȱ ȱǰȱȱȱȱȱȱȱȱ ȱȱȱȱ£ǯ £ȱȱȱ DZ • ȱȱȱȱȱȱǻȱȱ
ȱȱȱȱǼDz • as a means to collaborate to solve problems—
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“nets” or “lists” set up by organizations for ȱȱȱȱȱȱęȱȱ to obtain information on a given problem situa-‐‑ ȯȱ¡ǰȱȱȱȱǻlistserv@ ǯǯǼǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱǻǼȱ ǻĴDZȦȦǯǯȦȦȦǼDz ȱȱȱȱȱȱ£Dzȱǻȱ only for advertising a service or product, but also to make reservations, or purchase a Ǽǰȱ ȱ ¡ǰȱ ȱ ȱ ǭȱ ȱȱȱ¢ȱȱ ȱǻĴDZȦȦ ǯǯǯȦ ȦǼDz ȱȱ ¢ȱȱȱȱȱȱȱȱ ȱȱȱǰȱȱ¡ǰȱȱȱȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ǯ ǯȱ ȱ ǻĴDZȦȦ ǯǯ ȦǼȱȱȱĴȱ¢ȱȱ ȱȱǻĴDZȦȦ ǯǯǯȦȦ ȦǼDz as a source for government documents or Ĝȱ ǰȱ ȱ ¡ǰȱ ȱ ȱ ȱ ȱ ȱ ǻDZȦȦ ǯǯ ǯ ȦȦǯǼDz ȱ ȱ ȱ ȱ Ȧȱ Ĝȱ ǰȱ ǰȱȱǰȱȱȱĴDZȦȦ ǯĜ ǯȦDz ȱ ȱ ȱ ȱ ȱ ǰȱ ȱȱȱȱǰȱǰȱ or communication back to the organization, ȱȱĴDZȦȦǯǯȦȦ ǯǵȏƽŘŚŝŗDz as a professional organization contact for infor-‐‑ ǰȱ ǰȱ ȱ ǰȱ ȱ ¡ǰȱ ȱȱȱȱȱǰȱ ĴDZȦȦ ǯǯ ǯȦDz ȱȱȱ ȱȱȱȱ£ǰȱ ȱ¡ǰȱȱȱDZȱĴDZȦȦ ǯ ǯǯ; ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ¡ǰȱ ȱ ȱ ¢ǰȱ ǯȱ ȱ ǰȱ ȱǭȱȱDZȱĴDZȦȦ ǯ ǯǯȦ; and as a means to train employees at their desks, for ¡ȱĴDZȦȦ ǯǯǯȦǯ
ȱȱȱȱěȱȱȱȱ ǰȱȱȱȱęǵȱȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ problems of viruses, unscrupulous vendors, marketing ǰȱȱȱǵȱȱȱ¢ȱȱǰȱȱ the use of telecommunications has become more and ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ¡ȱ ŗŚǯřȱ ȱ ȱ ȱ ȱ Ȭǯȱȱ ȱ ȱ ȱ ǻĴDZȦȦ ǯǯȦȬ ǯǼǰȱǯǯȱ ȬȱȱȱȱǞŗŝśȱȱȱŘŖŖŝȱȱ ȱ ¡ȱ ȱ ȱ ȱ ȱ Ǟřřśȱ ȱ ¢ȱ ŘŖŗŘǯȱ ǻȱ ȱ¢ȱȱȱȱĴDZȦȦǯǯ ȦDžȏȦ ǯ for additional infor-‐‑ ȱȱȱ ȱȱȬǯǼ ȱȱȱȃǰȄȱȱ ȱȱȱ ǰȱȱ ȱ¢ǯȱ ȱȱŘŖŖřǰȱŗŝřǰŗŖŖǰȱŖŖŖȱ ȱ ȱȱǰȱȱ¢ȱ ȱŘŖŖŞǰȱŘŘŖǰŗŚŗǰşŜşȱ ȱ ȱȱȱǻȦǰȱȱȱȱ ȱȱǼǯȱȱȱȱȱȱȱ ǰȱȱȱȱȱ¢ȱȱȱȱ ȱȱ ǯȱ ȱȱȱǰȱȱȱȱȱ ȱŞŚǯşȱȱȱ ȱȱȱȱ-‐‑ ȱȱ DZȱȱǻŘşǯŚȱȱȱ ȱ ǼDzȱ ȱ ǻŗŞǯŖȱ ǼDzȱ ȱ ǻŞǯśȱ ǼDzȱ ȱ ǻŜǯŚȱ ǼDzȱ ȱ ǻŚǯŝȱ ǼDzȱ ȱ ǻŚǯŘȱ ǼDzȱ ȱ ǻŚǯŗȱ ǼDzȱ ȱ ǻŚǯŖȱ ǼDzȱ ȱǻŘǯŚȱǼDZȱȱ ȱǻŘǯŚȱǼȱ ǻȱĴDZȦȦ ǯ ǯȦŗŚǯȱǼǯȱ ȱȱȱȱ ȱ¢ȱǰȱ ǯȱ ǻĴDZȦȦ ǯǯȦǼǰȱ ¢ȱ ȱ ȱ ȱ ŝŘȱ ȱ ȱȱȱȱǻǯǰȱǯǰȱǯǰȱǯǰȱǯ£ǰȱǯǼȱ ȱȱ ǰȱȱȱěȱȱȱȱŗŖȱ¢ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ŗşřǰŖŖŖȱ ǻǯǰȱǯǰȱǯǼǯȱǻȱ¡ȱŗŚǯŚǼǯ ȱȱȱȱȱǰȱǰȱȱȱ ȱȱ¢ȱ ¢ȱȱȱȱȱȱ ǵȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȃ¢ȱ ȱȄȱȱȱǰȱȱȱ ȱ-‐‑ ǰȱȱȱȱǰȱȱȱǯȱ ȱȱȱ ȱ ȱȱȱȱ ȱȱȱȱȱȱ ȱȱȱȱȱ¢ȱȱȱȱȱǯȱȱ ȱȱȱȱȱȱȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱ¢ȱ¡ǯȱȱȱ ȱ ȱ¡DZ • ĴDZȦȦǯǯǯȦȦŞȦřȦŞřǯDz • ĴDZȦȦ ǯ ǯǯ£ȱȦȱěȱȦȱȏȱȦȱȱȦ
ǯDz • ĴDZȦȦ ǯ¡ǯȦȦ ǯDzȱ • ĴDZȦȦ ǯǯȱȦȱĜȱȦȱȱȦȱȱȦȱȱȦȱǯ
ǯ ȱ ěȱ ȱ ¡ȱ ȱ ȱ ¢ȱ ȱȱȱȱ ǰȱȱ ȱȱ¡ȱŗŚǯśǯȱ
Information Technology Management
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Exhibit 14.3 Worldwide E-commerce Growth 2000
2001
2002
2003
2004
percent of total sales
ȱǻǞȱǼ
ǞŜśŝǯŖ
ǞŗǰŘřřǯŜ
ǞŘǰŘřŗǯŘ
Ǟřǰşŝşǯŝ
ǞŜǰŝŞşǯŞ
ŞǯŜȱȱ
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ǞśŖşǯř
ǞşŖŞǯŜ
ǞŗǰŚşŞǯŘ
ǞŘǰřřşǯŖ
ǞřǰŚśŜǯŚ
ŗŘǯŞȱȱ
Source: ȱǰȱŘŖŖŚ
Intranets and Organizational Communication
Exhibit 14.4 Users of the Internet
ȱ ȱ ȱ ¢ȱ ȱ ȃȱ ǯȄȱ ȱ technology is fundamentally the same as Internet tech-‐‑ ¢ǰȱȱȱȱ ȱȱ¢¡ȱȱ ȱǻ Ǽǯȱȃ ¢¡Ȅȱȱȱ¢ȱȱ ȱȱȱ¡ȱȱ¢ȱȱ¢ ǰȱ ȱǰȱȱ¢ȱȱȱȱ ǯ The intranet is the method of implementing ȱ ȱȱȱȱȃȱĜǯȄȱ¢ȱȱ ȱ ¢ǰȱ ȱ ȱ ȱ -‐‑ ming and interfaces, an entire organization can be run ȱĴȱȱȱǯȱȱȱ¢ȱ sound, intranet technology makes it easier to manage and handle the vast amount of information necessary ȱȱȱȱȱǯȱȱȱȱȱȱ ȱǰȱȱ¢ȱȱę¢ȱȱ ȱȱ ¢ȱȱȱǰȱ¢ȱȱ-‐‑ ȱȱȱǯȱ ȱĴǰȱ Arizona, an intranet is used to connect the recreation ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱȱȱȱ¢ȱȱ-‐‑ ȱ ȱȱ ȱǯ The information on the intranet is not for custom-‐‑ ȱȱǯȱ ȱȱȱȱȱȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ £ȱ ǻȱ ȱȱȱǼǯȱȱȱȱȱ ȱ ȱ ǻȱ Ǽȱ ȱ ȱ ȱ ȱ ȱȱȱ ǯȱȱ ȱȱȱȱ ȱȱȱȱȱȱȱǰȱȱ organization can maintain and use information very ¡¢ǯȱ ȱȱȱȱȱ ȱ ȱȱĴȱȱȱ ǯȱ ȱ ȱȱǰȱȱȱȱǰȱȱ DZ • • • • •
document management; departmental training; policies and procedures; corporate directories; and ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ£ǯ
¢ȱ £ȱ ȱ ȱ ȱ -‐‑ ings, employee handbooks, calendars of events, and ȱ ȱ ęȱ ȱ £ȱ ǯȱ
řŗŜ
ǰȱŗşşŜ
ŗşǯŘȱ
ǰȱŗşşŝ
Řśǯřȱ
ǰȱŘŖŖř
ŗŝřǯŗȱ
ǰȱŘŖŖŞȘ
ŘŘŖǯŗȱ
ȘȱȱĴDZȦȦ ǯ ǯȦŗŚǯ
Another component of the organization intranet is the ¢ȱǯȱ¢ȱǰȱ£ȱ ȱȱ ȱȱȱȱȱȱěȱȱȱȱȱǰȱ ȱǰȱȱȱȱǻǰȱ ǰȱ ǰȱǯǼǯȱȱȱȱȱȱȱȱ ȱȱ¢ǯ
Electronic Messaging ȱ ȱ ȱ ȱ ȱ ǻȱ ȱ ǰȱ ŗşşŜǼǰȱ ȱ ȱ ȱȱ¢ȱȱȱȱȱȱȱ ȱ-‐‑ ȱȱŗşȱȱȱȱȱȱȱǯȱ ȱ ęȱ ȱ ȱ ȱ ȱ ǰȱ -‐‑ ǰȱȱȱȱȱȱȱŞŖȱȱȱ ȱǯ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱElectronic messaging references the collective tech-‐‑ ȱȱȱȱȱȱȱ ȱ ȱȱȱȱȱȱǰȱȱDZ • • • • • • • • • • • • • •
e-‐‑mail; ¡Dz ȱǻǰȱǰȱȱǼDz ȱǻǼDz ȱǻȬ ǼDz ȱǻǼDz ȱǻȱǼDz ȱǻǼDz push technology; list servers; ȱȱȱǻǼDz ¡ȬDz activated kiosks; on-‐‑line chat mode;
Information Technology Management
Exhibit 14.5 Comparison of Friendly Yellow Pages and the Internet STEP
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The Internet
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If you are seeking a supplier for a special product, ȱ ęȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ¢ȱȱǯȱȱ ȱ¢ȱ ȱ¡¢ȱ ȱ¢ȱ ǰȱ¢ȱȱ¢ȱ ȱ¢ȱȱ ȱȱ ȱęȱȱȱȱȱȱȱ ȱȱ¢ȱ¢ȱȱȱ¢ȱǯ
There are a million and one products, or in this case, bits and pieces of information, for the customer to ǯȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ selected that best represents the information that ¢ȱ ȱ ǯȱ ȱ ǰȱ ȱ ȱ ȱ ¢ȱ ȱ ǰȱȱȱȱ ¢ȱȱȱ ȱȱ ȱȱȱȱȱȱĞȱȱȱȱ ȱȱȱ ȱ ȱȱȱęȱǯ
Ř
Once you have located the product, you must then ȱȱ¢ȱ ȱ¢ȱȱȱȱȱȱ ¢ȱȱȱ¢ȱȱǯȱȱȱ¢ȱȱ ȱȱęȱȱȱȱȱ¢ȱȱȱȱȱ ȱǰȱȱȱȱȱȱȱȱȱęȱǰȱ ȱȱȱȱȱȱȱȱȱȱ ęȱȱȱȱȱǯ
ȱ ȱ ȱ ¢ȱ ȱ ǰȱ ȱ ȱ ȱ ȱȱȱȱȱȱȱȱȱȱ ȱ ȱ ǰȱ ȱ ȱ Ĝȱ ȱ ȱ ȱ ȱ ¢ȱ of the page, or the placement of the page, that the information presented is factual and can be taken ȱȱǯ
3
¢ȱ ¢ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱȱ¢ȱ¢ȱ ȱȱȱȱȱȱ to verify they are still in business and are indeed ǯ
ǰȱȱȱ¢ȱȱȱ-‐‑ ȱǻȱȱȱǰȱȱ ȱ images transition from one form to another, or even ȱ ȱ Ǽǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ¢ȱ ȱ ǯ
Ś
¢ȱ¢ȱ ȱȱ¢ȱȱȱȱ¢ȱ order
• • • •
Dz video conferencing; ȬDzȱ ¢ȱǯ
ȱȱ ȱȱȱȱȱȱȬȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ Ğ ȱ ȱ ǯȱ ȱ ¡¢ȱ ȱ ȱ Ȭȱ ¢ȱ ȱȱȱ¡ȱȱȱȱȱǯȱȱȱ becomes more important to day-‐‑to-‐‑day operations, ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǻ-‐‑ ȱ ǰȱ ǰȱ ȱ ǰȱ Ǽǯȱ Spamming, using electronic message systems to send unsolicited bulk messages, and Ě, posting delib-‐‑ erately hostile messages on the Internet or an intranet, can become a problemǯȱ ȱ ȱ ȱ ǰȱ ǰȱȱȱȱȱȬȱȱȱǯȱ ¢ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ Ȭȱȱȱȱȱȱ£ǯȱ ȱȱ possible to misrepresent an agency by using another’s Ȭȱȱȱǯ
ȱȱ ¢ȱȱȱȱ¢ȱȱȱ Ĝȱȱȱǯȱȱȱ¢ȱ ȱ ȱȱȱȬȱȱȱȱ-‐‑ ȱȱȱǯȱȱȱȱ voice and data functions has led to the development ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ This technology makes it possible for national and international companies to provide services to users ȱȱȱǯȱȱȱ¢ȱ ȱȱȱȱȱȱ¡ȱȱȱ ȱȱȱȱǯ The discipline of data communications has intro-‐‑ ȱȱ ȱȱȱ¢ȱǯȱ¢ȱȱ ȱ ȱȱȱȱȱ ȱĜȱ ȱǯȱȱȱȱȱ-‐‑ £ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ -‐‑ ȱȱǯȱȱȱȱȱȱȱ ȱȱȱȱȱȱȱ ȱȱ¢ȱȱ ȱǯȱȱȱȱȱȱȱȱ ŗşşŖȱȱȱȱęȱȱȱȬȱȱǯȱ ȱȱȱȱȱȱ ȱȱȬȱȱǯȱ
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ȱȱȱ¢ȱȱȱȱȱ ȱȱȱȱȱǯ ȱ ȱȱ¢ȱŗŝȱȱǻĴǰȱ ŗşşśDzȱ ¢ǰȱ ŗşşŞǼǰȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȃȬȬȄȱȱȱȱȱȱȱȱ ȱǯȱȱȱȱȱȱȱ ȱȱǰȱȱȱȱ¢ȱǰȱ¡ǰȱ Ȭǰȱȱǰȱȱǯȱȱȱȱ ȱĜȱęȱȱ£ȱȱȱȱ ǯȱȱȱȱȱȱȱȱ ȱȱ-‐‑ ȱŞȱǯǯȱȱśȱǯǯȱĞDzȱǰȱ¢ȱ ȱȱȱ ǯȱȱȱȱǰȱǰȱȱ ȱȱȱȱȱȱěǰȱȱȱ ȱȱȱȱȱǯȱȱȱǰȱěȱȱ have been able to communicate more reliably, in a timely ǰȱȱ ȱȱěȱȱ ȱȱȱ ǯ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱElectronic messaging is the collective technology that ȱȱȱȱȱ ȱǯ ȱȱȱ¢ǰȱȱȱ ȱȱȱ ȱȱȱȱȱȱ ȱ ȱtelephony technol-‐‑ ogies.ȱȱȱȱȱ ȱȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ŝȱ ¢ȱ ȱ Dz ŘŚȱȱȱ¢ǰȱȱȱǻȱȱĴǼȱ ȱȱ¢ȱǻȬȱȱȬǼǯȱȱȱ-‐‑ ing component moves to conduits such as cable, the speed of processing the ever-‐‑increasing amounts of information ǰȱȱ ȱȱȱȱȱȃȱȄȱȱ ȃȱęȱȱ¡ǯȄȱȱȱȱ-‐‑ ȱȱȱȱȱ ȱȱ¢ȱȱȱȱ ȱ ěȱ ǰȱ ȱ ȱ ǰȱ ȱ ȱ ȱȱȱ¡ȱȱȱȱȱȱȱ ǰȱȱǰȱȱǯ As park and recreation organizations evolve technologically, they adopt a number of messaging ǯȱȱ¢ȱȱȱǰȱǰȱ ȱȱǻȱȱȱǼǯȱȱęȱȱȱ ¢ȱ ȱȱȱ¢ȱǯȱȱȱȱȱ the communication tool of choice by businesses around ȱǯȱȱȱȱȱȱȱǰȱȱȱ Internet becomes more popular the demand for more ȱ ȱ ǯȱ ȱ Ȭȱ ȱ voice-‐‑grade telephone services have increased dramati-‐‑ ¢ȱȱȱȱ ȱ¢ȱȱȱȱȱ ȱǰȱȱDZȱ alpha paging systems; ȱȱȱǻǼDz credit card validation; ¡ȱDz ȱȱȱ Dz ȱȱȱȱĴȱȱ ȱ security systems; and • ¢ȱȱ¢ǯ • • • • • •
řŗŞ
ȱȱȱȱȱȱ ȱ¢ǯȱ ȱ ȱȱȱȱ¢ȱǰȱȱȱȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ǯȱ Today, a telephone bill can contain numerous services ǻȱ ǰȱ ȱ ǰȱ ȱ ǰȱ ȱ ǰȱ ǯǼǯȱȱȱȱȱ¢ȱȱȱȱ ȱȱȱǯȱ¢ȱ ȱȱȱȱ ȱȱȱȱȱȱȱȱǻȱȱȱ ȱ ȱ ȱ Ǽǯȱ ȱ ȱ £ȱ ȱȱȱǰȱȱȱ¢ȱĜȱȱȱ ǯȱ ǰȱȱȱȱȱ¢ȱȱȱȱ costs, in order to ensure telephone lines are not going ȱȱȱǯ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ¢ȱ ȱ have direct and immediate access to people and ser-‐‑ ǯȱȱȱȱȱȱȱȱȱȱȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ęȱ ǰȱ ȱ ȱ ȱ ȱǰȱȱȱ ǰȱȱȱȱ ęǰȱ ȱ ȱ ȱ ¢ȱ ǰȱ ǯȱ Ğǰȱ complicated policies are developed to prevent abuse; ¢ǰȱěȱȱȱȱȱȱȱȱ ȱǯȱȱȱȱȱȱȱȱ ȱȱȱȱȱȱ¡ȱȱ ǯȱȱȱȱȱȱǰȱȱ ȱȱȱǯ ȱȱȱȱȱȱȱěȱ ȱ ȱ¡ȱȱȱǰȱȱ-‐‑ ǰȱȱ£ȱěȱǯȱȱȱ ȱǻ ȱǼȱȱȱȱǯȱ These are considered call points, meaning the person ȱȱȱȱȱȱȱȱȱ caller or be able to route the call to the proper section ȱȱ£ǯȱȱȱ¢ȱȱȱ ȱ¢ȱȱȱǯ ȱ ȱ £ȱ ȱ ȱ call center ȱȱȱȱǯȱ ȱȱȱǰȱ -‐‑ ȱȱȱȱȱȱȱǯȱȱȱ -‐‑ ȱȱȱȱȱ ȱȱȱȱ ȱȱ¢ȱȱȱȱǯȱȱȱ dials one number, and the calls are logged using an ȱȱȱǻǼȱ¢ǯȱȱ¢ȱ is a tool used to guarantee prompt service for callers and ȱȱȱȱȱǯ An alternative to the call center is an automated voice response (AVR) systemȱ ȱ ȱ ǯȱ ¢¢ǰȱ ȱ customer calls a central number and gets an automated ǰȱȱȱȱȱȱȱ¡ȱŗŚǯŜǯȱȱ systems are good for screening and routing calls, but ¢ȱȱȱ ȱȱȱȱȱ¢ȱȱ ȱ ȱȱȱȱȱȱǯȱȱ¢ȱȱȱ ȱȱȱȱǯȱȱȱ¢ȱȱ ȱȱȱȱ¡Ȭȱ¢ȱȱ ȱȱ£ȱ ȱ¡ȱȱȱȱȱȱǯȱȱȱ ȱȱȱȱȱȱȱȱȱ¡ȱȱ
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Exhibit 14.6 AVR System Responses Typical AVR System Initial Response to Customer “Thank you, for calling…” ȱ ȃȱŗȱȱ¢ȱ ȱȱȱȱȱǯȄ ȱ ȃȱŘȱȱ¢ȱ ȱȱȱȱȱȱǯȄ ȱ ȃ ȱ¢ȱ ȱ¢ȱ¢Ȃȱ¡ǰȱȱȱ ǯȄ ȱ ȃȱȱȱȱǰȱȱȱȱǯȄ Typical AVR System Information Dissemination Response ȃȱřȱȱ¢ȱ ȱȱȱȱ ȂȱǯȄ ȃȱŚȱȱ¢ȱ ȱȱȱȱȱȱȱȱ¢ȱǯȄ Typical AVR System Information Fax-‐‑Back Response ȃȱśȱȱȱȱȱǯȄ ȃȱŜȱȱȱȱȱȱǯȄ
ȱȱȱǯȱȱȱȱ¢ȱ¡ȱ ȱŗŖȱǯ ȱ ȱ ȱ ¢ȱ ȱ ȱ ¢ȱ ȱ leave a voice mail message or be transferred to an opera-‐‑ ǯȱȱȱȱȱȱ¢ȱ ȱȱȱ to get to a live person is considered voice mail jail. This ȱȱȱ¢ȱĴȱȱǯ The success of these systems depends on an easy ȱ Ĝȱ ¢ȱ ǰȱ ȱ ȱ ǻ-‐‑ Ǽǰȱ ȱ ȱ ȱ ȱ ȱ ȱȱǯȱȱȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ It may take three to four seasons of operation before ȱȱȱȱȱȱ¢ǯȱ ȱȱȱ that management understands that this type of system ȱǰȱȱȱȱǯ Centralized faxingȱȱȱ ȱȱȱ ȱ ěȱȱȱȱȱ¡ȱȱȱǯȱȱ ¡ȱȱȱȱȱȱ¢ǯȱ ȱȱ¡ȱ ȱȱĴǰȱȱȱȱȱȱȱȱȱ ȱȱȱǻǼȱ¢ȱȱȱ¡ȱȱȱȱ ȱǯȱȱ¡ȱȱȱȬȱ¡ǯȱȱ ęȱȱȱȱȱȱȱ ȱȱ¡ȱȱȱ ǯȱȱ¡ȱȱȱȱȱȱ¢ȱ ȱȱ ȱȱȱȱǯȱ¡ȱȱȱȱ¡ȱ ȱ¢ȱĴȱȱȱ ǯȱȱȱȱȱ ȱȱȱȱȱȱ¡ȱǯȱȱ¡ȱȱȱ ȱȱȱ¡ȱȱȱȱȱȱǯȱ ȱȱ¡ȱȱǰȱȱȱȱȱȱȱȱ regarding the successful or unsuccessful transmission of ȱ¡ǯȱȱȱȱȱȱ¢ȱȱȱȱȱȱ ȱȱȱȬȱ¡ȱǯ £ȱ ¡ȱ ȱ ȱ ȱ ȱ ¡ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¡ȱ -‐‑
ȱȱȱȱȱȱ£ǯȱȱȱ ȱěȱȱȱ ȱȱ ǯȱȱȱȱ ǰȱ¢ǰȱȱȱȱȱȱȱ ȱȱȱȱǯ E-‐‑mail is the most versatile of the messaging tech-‐‑ ǯȱȬȱȱȱȱȱȱȱȱ ȱȱȱȱ£ȱǻȱȱ ǼǯȱȬȱ ȱȱ¢ȱȱȱȱ ȱǰȱȱ ȱ ǻȱ ȱ Ǽȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ Ȭȱ ȱ ȱ ȱ Ğȱ ȱ ȱȱ ǯȱȱěȱȱ ȱȱ-‐‑ ȱ ȱ ǯȱ ȱ Ȭȱ ȱ ȱ ȱ on the Internet so it can be accessed from around the ǯȱȱȬȱȱȱȬȱ ȱȱȱ ȱȱȱȱȱȱ ȱȱĜȱȱȱȱȱ ȱǯȱ ¢ǰȱȱȬȱȱȱȱ ¢ȱȱȱǯȱ¢ȱȱȱ ȱȱȬȱ¢ǰȱȱȱȱȱȱȱ ǯȱ ȱȱȱȬȱȱȱȱȱ ȱȬ ȱȱĜȱȱȱȱȱȱ¢ȱĜȱȱ ȱȱ ǯ Ȭȱ ȱ ȱ ȱ ¢ǯȱ ȱ ȱ ȱ ȱȱȬȱȱ¡ȱǻ¢ȱȱȱȬȱȱȱ¡ȱ ǼȱȱȱȱȱǯȱȬȱȱȱȱ ȱȱȱĴǰȱ ȱȱȱęȱǻ-‐‑ ǰȱǰȱǰȱǰȱǯǼǯȱȬȱ ȱȱȱȱȱȱ¢ǯȱ ¢ȱǰȱȱȬȱȱȱȱĜȱ ȱȱȱȱǯȱȱȱȱǰȱ ȱ ȱ ǰȱ ȱ ¢ȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱȱȱǯȱȬȱ ȱ ȱ ȱ ěȱ ȱ ȱ ǰȱ ȱ ȱǰȱȱ ¢ȱȱǯȱȱȱȱ ȱȱȱȱȱȱ ȱȱ ȱ
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Ȭȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǻlist serversǼǯȱ ȱ ȱ ȱ ¢ȱ ǰȱ ¢ȱ ǰȱȱǰȱȱȱ ȱȱ ȱȱ ǯȱȱȱ ȱȱȱ ȱȬȱǯȱȱȱȱǰȱȱȱȱ ¢ȱȱȱǯ ȱ ȱ ȱ ȱ Ȭȱ ¢ȱ ȱ ȱ Ğ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱȱȱ ȱȱȱǰȱȬ ȱ ȱ ȱ Ȭȱ Ğ ǯȱ ȱ ¡¢ȱ ȱȱȬȱ¢ȱȱȱ¡ȱȱȱȱ ȱǯȱȱȱȱȱȱȱ¢ȬȬ¢ȱ ǰȱȱȱ ȱȱȱȱȱȱ ǻȱǰȱǰȱęȱǰȱǯǼǯȱ ȱȱȱǰȱǰȱȱȱȱȱ Ȭȱȱȱǯȱ¢ȱȱȱȱǯȱ ȱȱ ȱȬȱȱȱȱȱ ȱ£ǯȱ ȱȱȱȱȱȱ the organization by using another’s e-‐‑mail to order ǯȱǰȱěȱȱȱȱȬȱȱ considered a public document, and under the Freedom of Information Act, the media and others may request Ȭȱȱȱȱ£ǯ ȱȱȱȱ ȱǯȱ ȱȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ Ĝ¢ǯȱ ȱ ȱ ȱ ȱ -‐‑ ¡ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǻȱ ȱŗŚǯŜȱȱȱȱȱ¡Ǽǯ
a neighborhood; • display property values surrounding park
lands; and • ¢£ȱȱȱǯ
ȱȱȱȱǰȱ ȱDZ • ȱ ȱ ȱ ȱ ȱ ȱ ȱ
locations and services; • ȱ ȱȱȱDz • ¢ȱ ȱ ȱ ȱ ȱ ǻ¢-‐‑
ȱǰȱǰȱǼDzȱ • ȱ ȱ ȃȱ ǰȄȱ ȱ -‐‑
ǰȱǰȱȱȱȱǯȱǻȱ ȱŗřǰȱȱȱǯǼ ȱȱȱȱȱǰȱ ȱDZ • calculate “under-‐‑served” areas; • plan public transportation routes to parks and
facilities; and • ¢ȱȱ ȱȱȱ
ȱǯ ȱȱȱȱǰȱ ȱDZ • identify desirable open space for land acquisi-‐‑
tion; • create an impact scenario should services be
ȦDzȱ • create plans for inventorying and managing
ȱȱǯ
Geographic Information Systems ȱȱȱ¢ȱǻ Ǽȱǰȱǰȱ analyzes, manages, and presents data that is linked to a ęȱȱǯȱ£ȱȱȱ presented in visual form, managers can make decisions ȱ¢ȱ ȱȱȱȱȱȱ ¢ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ -‐‑ ¢ȱȱȱ ȱȱȱȱ¢ȱȱȱ ȱȱęǯ ȱȱȱȱȱǰȱȱǰȱ-‐‑ ȱȱȱĜȱȱȱȱ¢ȱȱ ǯȱ ȱ ȱ ȱ £ȱ ȱ ȱ ȱ ǰȱ decision makers and service providers to see the impact ȱȱȱȱ ȱȱǯȱ ȱȱȱ ȱ ¢ȱ ȱ ȱ ȱ ¢ǯȱ ¢ȱȱȱǰȱȱǰȱȱǰȱȱ other forms of data, an integrated approach can be ȱȱęȱȱ¢ȱȱȱǯȱ ȱȱȱȱȱ ȱȱȱȱ on the Internet at ǯǯǯ ȱ ¢ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ economic development, park services, recreation ser-‐‑ ȱǰȱȱ¢ȱȱǯȱ ȱȱȱ ȱǰȱ ȱDZ
řŘŖ
• display capital improvement dollars spent by
Organizations are increasingly required to oper-‐‑ ȱ ȱȱȱȱĜ¢ȱȱȱ ȱ-‐‑ ȱȱȱ¡ȱȱȱ¢ȱǯȱ Organizations must digest an immense amount of information to perform their duties in a fair and sound ǯȱȱ ȱȱȱȱȱȱȱȱ £ȱ ȱ ȱ ǯȱ ȱ ¢ȱ ȱȱĚ¡ȱȱȱȱȱȱȱ-‐‑ ǯȱȱ¢ǰȱȱȱȱȱȱ ȱ¢ǯ
What is GIS? ȱȱȱȱȱȱȱȱȱȱ ȱȱȱȱ ǯȱ ȱ ǰȱȱȱȱ ȱȱǯȱ¢¢ǰȱȱȱȱǰȱ ǰȱȱ¢DZ • ȯȱ¢ȱȱȱȱȱę¡ȱ
ȱȱȂȱȱȱǰȱȱȱȱęȱ hydrant or telephone pole; • ȯȱȱȱǰȱȱȱȱ ȱ ȱȱ ȱDzȱȱȱȱȱ-‐‑ tion in a series of imaginary lines referred to as contour lines; and
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• polygon—a multisided shape identifying area,
ȱȱȱȱȱȱȱǯ ȱȱȱȱȱȱȱ ȱȱȱȱȱ ¢ǯȱȱ¡ǰȱȱȱ¢ȱȱ-‐‑ ȱȱȱȱȱȱȱ¢ǯȱȱ¢ȱȱȱ ȱȱȱȱȱȱȱȱȱ¢ǯȱȱ ȱ ȱȱȱĴȱǯȱȱĴȱȱȱȱ ȱ¢ȱ¢ȱȱȱȱǰȱȱǻȱǼǰȱ ȱǰȱȱȱǰȱȱȱǯȱ ȱȱȱȱěȱ ȱȱȱ ȱ ȱ ȱ ȱ ȱ ęȱ ȱ ȱȱȱȱȱǯȱȱȱȱ¢ȱ ȱȱȱȱȱǯ ȱȱȱ ȱȱ¢ȱ enhance the ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ special layers.ȱ ȱ ¢ȱDZ • boundary layers—imaginary lines around
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•
•
political and service areas such as country, state, and county, such as zip codes and school districts; ȯ¢ȱȱȱȱ ȱȱ middle of a street; each feature is a segment and each segment contains information about ǰȱ ȱ ¡ǰȱ ȱ ȱ Dzȱ ȱ ȱ ȱ ȱ ȱ Dzȱ ȱ ŗȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ¢ȱȱŗŖŖȱȱȱDzȱȱŗȱȱ ȱȱȱȱ ȱȱ¢ȱȱŗŖŖȱȱ ȱDzȱȱĴȱȱȱȱȱ contains the street name, speed limit, direction of travel, from address, to address and much more; the centerline is one of the key layers used ȱęȱȱȱȱDz ȯȱȱȱȱ Dzȱ¢ȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ parcels have a physical address; a parcel layer is used to distinguish private from government Dzȱ ȱ ȱ ȱ ȱ ȱ ¡ȱ ȱ ȱ actually surveyed, so that the boundaries can ȱ ȱȱȱĜǰȱȱȱȱȱȱ ȱęDz base map layers—are typical layers used on ȱ Dzȱ ȱ ¢ȱ ȱ ǰȱ ȱ streets, parks, lakes, and rivers; if the area of interest is a city, the base map layers might ȱǰȱęȱǰȱȱ and industrial areas; and aerial photography—a collection of many ǻȱ ȱ ȱ Ǽȱ ǰȱ ¢ȱ ȱȱȱȱȱȱ¢ȱȱȱ ȱȱȱȱǯ
Aerial photography is one of the most used lay-‐‑ ȱȱ ǰȱȱȱȱȱȱȱȱȱȱ
ȱǯȱȱ¢ȱȱȱȱȱĴȱǯȱ For practical reasons, aerial photography is done once ȱ¢ȱȱȱǰȱ ȱȱȱȱȱȱȱ ȱȱ ȱȱȱǯȱ ȱȱ ¢ȱȱȱȱ ȱȱȱȱȱȱȱȱǯȱ ȱȱ ȱ¢ȱȱȱDZ • ȯȱ ȱ ȱ ȱ ȱ -‐‑
ǰȱ ȱȱȱȱȱ ȱȱ a geographic area and is good for measuring area and computing distance; and • ȯȱ ȱȱȱȱȱǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¡ȱȱȱǰȱȱȱȱȱȱ ǯ ȱȱ¡ȱȱȱ ȱȱȱȱȱ ¢ǯ Research/query. ȱȱȱ ȱȱ¡ȱȱ ȱȱȱĴȱȱȱȱ¢ǯȱ ȱDZȱ ȱȱȱǵȱ ȱȱȱȱdzǵȱ ȱ ȱǵȱȦ ȱȱ ȱȱȱǵȱ ȱȱȱ¢ǵȱȱȱȦ ȱȱǵ Inventory. A schools layer is an inventory of all ȱȱ ȱȱęȱǰȱȱȱȱ county; inventories are generally maintained by the ȱȱ Ȧȱȱǰȱȱ¢ȱ ¢ȱ¢¢ȱȱȱĴȱDz Analysisȱ ȱ ȱ ȱ ȱ ȱ ȱ ěȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ęȱȱȱ¢ȱȱ¢ȱǻȱȱ-‐‑ ¢Ǽǰȱȱȱȱǰȱǰȱǰȱȱ age of a neighborhood, youth crime in neighborhoods ȱȱ ȱȱȱȱȱ Dzȱȱ¡ǰȱȱȱȱǰȱȱ£ȱ of dots represent cities—the bigger the dot, the higher the population; Map-‐‑making or cartography is the design and production of maps, or visual representations of spatial ǰȱȱȱĞȱȱȱ Dzȱȱȱȱ¢ȱ ȱȱȱȱ¢Dzȱȱ ǰȱȱȱ ȱȱȱȱȱǰȱȱȱę-‐‑ ȱ ȱ ȱ ¢ǰȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱǯȱȱȱȱ¢ȱȱȱȱ ȱDZ • ȱ¢ȱęȱȱǰȱ ȱȱȱǻȱ • • • • • •
¢ǼȱDz a descriptive title; a symbolized map key; ȱȱ ȱǻȱǼDz a properly cited data source; an appropriate scale bar; and ȱȱȱ ȱǯ
Routing is the process of determining a path from ȱȱȱǯȱȱȱȱ ȱ
Information Technology Management
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map services have made this function very popular for Ĵȱǯȱȱȱȱȱȱȱ ¢ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ¢ǯȱ ȱ ¢ȱ ȱ ȱ ȱ ǻȱ ȱ ȱ ¢ȱ Ǽȱ ¢ȱ ȱ ǯȱȱ ȱ ȱ ȱ ȱ -‐‑ ȱ ȱ ȱ ȱ ȱ ¢£ȱ Ĝȱ Ě ǯȱ This model can be used to ponder solutions for these DZ • ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ
ǵ • ȱȱȱȱ¢ȱ ȱȱ
ȱȱȱǵȱ • identify the best emergency routes to use dur-‐‑
ȱȱȱȱǯ Public presentations. The visualization component ȱ ȱ ȱȱȱȱ¢ȱ¢ȱ-‐‑ tion, so that more time can be spent on decision-‐‑mak-‐‑ ing in public meetings; from poster-‐‑sized color maps, ȱȱ¢ǰȱȱȱȱřȱȃĚ¢ȱ throughs,” all are tools for public presentation that tell ȱ¢ȱȱ ȱȱȱȱȱȱ ¢ȱȱȱȱȱǯ
• people; and • ǯ
ȱĴDZȦȦǯǯȦȦ¡ǯȱȱȱȱ Ğ ȱȱȱȱ ǯȱȱ¡ȱŗŚǯŝȱȱȱ-‐‑ ȱȱ ǯ ȱȬ ȱ ȱ¢ȱ ȱȱȱȱ is much too costly for a typical park and recreation ȱȱǯȱ¢¢ǰȱ ȱȱȱȱ of a county or regional government entity that can lever-‐‑ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ¢ȱ that leisure service agencies participate as users of the ȱȱȱȱȱ¢ȱȱǰȱ ǰȱ ǰȱȱȱȱ¢ǯ It is not unusual for a department to pay an annual ȱȱȱȱȱȱȱ ȱǯȱȱ ȱ ȱȱ ȱǰȱȱ ȱěȱ solutions for creating simple data layers using Google ȱȱĞȱȱȱȱȱȱȱ ȱȱǯȱȱȱǰȱȱěȱ¢ȱ ȱȱȱȱ¢ǯȱȱ¡ǰȱ ȱȱȱ ęȱȱȱȱȱǰȱ Ȧ ȱ-‐‑ ȱ ȱȱȱȱȱęȱǻȱ¡ȱŗŚǯŞǼǯ ȱȱȱȱȱDZ
GIS as an Industry
DZ
ȱȱȱȬȬȱ¢ȱ¢ȱ-‐‑ ȱȱȱȱȱ ǯȱ ȱȱȱ in schools, colleges, and universities throughout the ǯȱ ȱ ȱ ¢ȱ ęȱ ȱ ¢ȱ ȱȱȱȱȱȱȱ ȱ-‐‑ ¢ǯȱȱȱȱȱ ȱ ȱȱ¢ȱȱȱȱ government, military and utility companies to manage ȱ ȱ ȱ ȱ ȱ ¢ǯȱ ȱ ¡ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱȱ ǰȱǰȱȱǰȱȱȱ planners studying the impact of construction in urban ǯ ¢ȱ ȱ ¢ȱ ȱ ȱ ȱ ǰȱȱ¢ȱ¢ȱȱȱȱ ¢ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ŗşŞŖǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ǯȱ ¢ȱ ȱ ǰȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ěǯȱ ¢ǰȱ ¢ȱ ȱȱȱȱȱȱȱȱȱȱ ȱ ǯȱȱȱȱȱȱȱȱȱ ȱ ȱ¢ǯ
• public information should be available and
Components of a GIS ȱ ȱ ȱȱęȱ¢ȱDZ • Dz • Ğ Dz • data;
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ȱ ȱDz • ȱȱ ǰȱȱȱȱ-‐‑
ȱȱȱ Dz • ¡ȱȱȱȱ¢ȱȱ
ȱ ȱ ȱ Ĝȱ ȱ ¢ǰȱ ȱ ȱ impossible; and • ȱ ȱȱĜȱȱȱȱȱȱȱ-‐‑ ogy that could tie the data of multi-‐‑government £ȱǯ • ȱ ȱȱ¢ȱȱĜȱȱȱȱȱȱ ȱȃȱęȄȱȱȱȱȱȱȱȱȱ Ȭȱ£ȱǯ DZ • • • • •
money is not a problem; political control is not a problem; ȱȱȱȱȱȱDz availability of technology is not a problem; and ȱȱȱȱȱǯ
ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ¢ǯȱȱȱ ǰȱ¢ȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ǻ ǯǯǼǯȱ Anyone can purchase devices the size of hand-‐‑held calculators that identify hotels, restaurants, and gas ȱ ȱ ¢ȱ ȱ ¢ȱ ȱ ǯȱ ȱ ¢ȱ ǻȱ Ǽȱ ȱ ȱ ȱ ȱ ȱ
Information Technology Management
Exhibit 14.7 GIS Components
ȱȱȱȱȱȱȱȱȱ ȱȱȱ ȱȱȱ¡ȱȱȱȃȱ Ȅȱ ȱȱ ȱȬ ȱȱȱȱǯȱȱ¢ȱ ȱȱȱȱ-‐‑ ȱĴȦȱȱȱȱǯȱȱ¢¢ǰȱȱ ȱȱȱȱȱȱȱȱȱ ¢Dzȱȱȱȱȱȱȱȱȱǯ
Ğ
ȱ Ğ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ¢£ǰȱ ȱ ¢ȱ ȱ ǯȱ ¢ȱĞ ȱȱȱȱȱȱȱȱȱȱȱ-‐‑ Dzȱȱȱȱ¢ȱǻǼȱȱȱȱȱ¢ǰȱ¢ǰȱȱ £Dzȱȱȱȱȱȱǻ Ǽȱȱ¢ȱȱȱǯȱȱ¢¢ǰȱȱȱȱ ȱȱ ȱĞ ǯȱȱȱȱȱȱȱȱȱǰȱ ȱȱȱ¢ȱȱ ¢ȱȱȱȱ ǯȱȱȱȱ ȱȱȱȱȱ ȱ ȱ ȱǯȱȱȱ¡ȱȱȱȱ ȱȱȱĞ ǯȱȱȱȱ¢ȱȱȱ¢ȱ ȱȱ¢ȱ¡ȱěȬȬȱȱǯȱȱȱȱȱȱȱ ȱȱ ȱȱȱ ǯȱȱ ȱ¢ȱęȱȱȱȱȱȱȱȱĞ ǯȱȱ¢ǰȱȱ ȱȬȱĞ ȱȱȱ£ȱȱȱ ȱȱȱǯ
Data
ȱǻ¢ǰȱǰȱ¢ǰȱǯǼȱȱȱȱȱȱȱȱ ǯȱȱȱȱȱ ȱȱȱȱȱǰȱȱȱ¢ǰȱȱȱ¢ȱǯȱȱȱȱȱ¢ǰȱ ȱĜȱȱȱȱǰȱȱ¢ȱȱȱǰȱȱȱȱǰȱ ȱǰȱ ¢¢ǰȱǰȱȱ¢ȱǯȱȱȱ¢ȱȱ ȱȱȱȱ¢ȱȱȱ-‐‑ ȱȱȱ¢ȱǻ ȱȱǰȱ ȱȱ ȱǰȱ ȱȂȱǰȱǯǼǯȱ Ȃȱȱȱ ȱȱȱ ȱȱȱȱȱȱ¢ǯȱȱ
People
ȱȱ ȱȱ ȱȱȱȱDZȱȱ ȱǰȱȱǰȱȱȱǯȱȱ ȱȱȱȱ ȱȱ ȱǰȱȱȱȱȱȱǰȱȱ ȱ-‐‑ ȱȱȱȱȱȱ ǯȱȱȱȱȱȱ ȱȱȱȱęȱ ȱ¢ȱȱȱ¢ȱǯȱȱ ȱȱȱȱȱȱȱȱȱȱȱ maintain a parks layer and create maps for public presentation at board, council, and public meet-‐‑ ǯȱȱȱȱȱȱ ȱ¢ȱȱȱȱȱ ȱǯȱȱ¢ȱȱȱȱȱ ȱȱ¢ȱȱǯȱȱ ȱ¢ȱǰȱȱȱȱȱȱ ȱȱȱǯ
Methods
ȱ ȱȱȱȱǯȱ ȱȱȱǰȱȱȱȱ¢Ȭ ȱ-‐‑ ȱǻęȱȱǼǯȱȱȱȱȱȱȱ¢Dzȱ ǰȱȱȱȱ¡ȱ ȱȱ ǰȱȱȱȱȱȱǯȱȱ ȱȱ ȱȱȱȱȱ ȱȱ ȱ¢ȱȱ¡ȱȱȱ¢ȱǯȱȱ
drivers pinpoint accuracy in determining their loca-‐‑ ȱȱ¢ȱȱǯȱȱȱȱȱȱȱ ¢ȱǰȱȱǰȱȬȬ ¢ǰȱȱȱ ȱ ȱ ȱ ǯȱ ȱ ȱ -‐‑ ȱȱȱȱǰȱ ǰȱȱȱȱȱ ȱǯȱ¢ȱ£ȱȱȱȱ ȱȱȱȱ ǯȱȱȃȄȱȱȱ ȱ ȱȱȱȱȱǯȱȱȱȱȱ ȱ ȱȃ¢Ȅȱȱǯȱȱȱ¢ȱ¢ȱ¢ȱ ȱȱȱǰȱȱȱȱ¢ǰȱĚǰȱ contours, and others available for use by state and fed-‐‑ ȱ£ǯ ȱȱĴȱȱȱ ȱȱȱ ǯ
resources; most regional governmental units ȱȱ ǰȱȱȱ ȱȱ ȱȱȱȱ ȱȱȱȱǯ • ¢ȱ ȱ ȱ ȱ ȱ ¢ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ functions; organizations should specialize in creating layers of data and not in maintaining ȱ ȱ ȱ¢ǯ • £ȱ ȱ ȱ ȱ ȱ ȱ ǻȱȱȱȱȱȱǼȱȱȱȱ is limited to basic features that do not change Ğǯ • ȱȱȱȱȱ ȱ ȱȦȱ ȱ ȱȦǯ
• ¢ȱȱȱǻǼȱȱȱ ǰȱ
ȱȱȱ¢ȱȱ ǰȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ęȱ
ȱȂȱȱȱ ȱǰȱȱ¢ȱȱȱ
Information Technology Management
řŘř
Exhibit 14.8 Case Study: Fire Management Interactive Application of GIS at Point Reyes National Seashore ȱȱȱ ęȱȱȱȱ¢ȱȱǰȱǰȱ Ȧ ȱ ȱ£ȱȱȱ ȱ¢ȱȱȱȱęǰȱȱęȱȱǰȱȱȱȱȱȱȱȱȱȱ ȱǯȱȱȱ ȱȱ ǰȱȱȱĴDZȦȦǯǯȦȦȦȦȦ¡ǯȱȱ ȱĴDZȦȦǯǯȦȦȦȦȦęǯǯ ȱ¢ȱȱȱȱȱȱȱ¢ǰȱǰȱ¡¢ȱŚŖȱȱ ȱȱȱ ǯȱ ȱȱŝŗǰŖŚŜȱȱȱȱǰȱȱǰȱȱǰȱȱǰȱȱǯȱȱ ȱ¢ȱȱȱȱ¢ȱȱȱȱȃ ȱȱǯȄȱȱȱȱȱȱȱ¢ȱ ȱȱȱȱȱȱęȱȱ ȱȱȱǯ
ȱȱȱȱȱ Ȧ ȱ ęȱȱȱ¢ȱ ȱȱȂȱȱȱ ęȱȱŜŖȱ¢ǰȱ ȱȱȱŗŘǰŖŖŖȱȱȱ ǰȱǰȱȱȱȱǯȱȱ ęȱ ȱ¢ȱȱȱȱȱĞȱȱȱȱȱǻǯȱ ǼDzȱ ǰȱȱȱȱȱȱęȱȱȱȱȱȱęȱǯȱȱ ęȱȱȱȱȱȱȱȱȱǰȱȱȱ¢ȱǰȱ¢ǰȱśŖȱȱ ǰȱȱ¢ȱ ȱȱȱȱȱȱȱȱȦȱęȱȱȱ ȱǰȱȱ ȱȱȱȱęȱǯȱȱȱȱȱȱȱęȱȱřǰŗŖŖȱȱȱǯ ȱȱȱȱ¢ȱȱȱȱȱȱȱȱ¡ȱȱȱȱȱ ǰȱ ȱȱȱ¢ȱȱǻǼȱǯȱȱȱȱ ȱȱȱȱȱȱ ȱ ¡ȱȱǰȱǰȱǰȱ ȱǰȱȱǰȱǰȱȱȱȱȱȱ-‐‑ ȱȱȱǯǯȱȱǰȱȱȱǰȱǯǯȱȱȱȱǰȱǯǯȱȱȱȱ ǰȱȱȱȱ ȱěǯȱȱȱȱȱȱȱ ȱ ȱǯȱȱȱ¢ȱȱȱ ȱȱȱ ȱȱȱȱȱȱȱęȱȱęȱȱěȱȱȱȱȱȱȱ ȱȱȱȱǯ ¢ǰȱȱȱȱȱȱȱȱ ȱȱ ȱȱęȱǯȱ ȱȱ¢ǰȱȱȱ ȱȱ ȱȱȬȱĚ ȱȱęȱǰȱȱȱȱ ȱ¢ȱȱȱȱęęǯȱȱȱ ȱȱ¢ȱ ȱȱȱȱȱȱȱ¢ȱ¢ȱȱęǯȱȱȱȱ¢ǰȱ ȱ¢ȱǰȱȱȱȱȱȱ¢ȱȱȱȱȱȱ ȱ ȱȱǻȱ ǰȱǯȱǰȱȱȱǼȱȱȱȱȱȱȱȱȱȱǯȱȱȱ ¢ȱȱȱęȱǰȱȱ ȱȱęȱ ȱȱǰȱȱȱ ȱȱȱȱ ȱȱ¢ȱȱȱ ȱȱ¢ȱȱȱȱ¢ȱȱ ȱȱȱǯ ȱ ȱȱȱȱ ȱȱȱȱȱǰȱ£ȱǰȱǰȱǰȱęȱȱěǰȱ ¡ȱ ǰȱȱǰȱȱǰȱȱ¢ȱǯȱ ȱ ȱȱȱȱǰȱǰȱȱ ȱȬęȱ¢ȱȱȱěȱȱȱǯȱȱȱȱȱ¢ȱȱ ȱ ȱȱȱȱǰȱ¢ȱȱȱȱǰȱȱǰȱȱȱǯ ȱęȱȱȱĚȱȱȱȱ¡ȱŗŖȱ¢ǰȱȬȱȱȱȱȱ¢ǯȱȱȱŗŘȱ ¢ȱĞȱȱ ȱȱęȱȱǯ ȱȱȱȱȱȱȱǻǼȱęȱ¢ȱěǰȱȱȱ ȱȱȱȱęȱȱęȱ ȱěȱȱȱȱ¢ȱȱȱ ȱȱȱȱȱȱǯ
ȱ ¢ȱ Ȭȱ DZȱ ĴDZȦȦǯ ǯȱȦȱȱȦȱ¢ȱȦȱ¢ȱȦȱǯ ǵ ȱƽȱşŖŜŘǭȱƽȱŗǭ ¢ȱƽȱŖǭ ȱƽȱşŚş ŖŖşǭ ƽŘŞŖŝŝŘŜŚǯ
Global Positioning Systems A global positioning system (GPS) is a constellation of ¢ȱȱȱȱȱȱȱ¡¢ȱ
řŘŚ
¢ȱ ŗŘȱ ǯȱ ȱ ȱ ȱ ȱ ȱ Ĵȱ¢ȱȱȱȱȱ¢ȱȱ ȱȱ ȱȱȱȱȱȱǯ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ŘŚȬǰȱ řȬȱ ǻȱ ȱ Ǽȱ ȱ ¢-‐‑ ȱȱǯȱ ȱȱǰȱȱ-‐‑ ȱ ȱ ȱ ěȱ ¢ȱ ȱ ȱ ȱ ȱ ǰȱȱȱ¢ȱȱȱȱȱȱ ǯ
Information Technology Management
ȱȱȱȱ ȱȱȱ ȱȱȬȱȱȱȱȱǻȃŗȄǰȱ ȱȱŗśŝśǯŚŘ £ǰȱȱȃŘǰȄȱ ȱȱŗŘŘŝǯŜ £Ǽ. On these carrier frequencies are broadcast codes, much like radio or television stations broadcast information ȱȱȱǻǼǯȱȱȱȱ ȱǰȱȱ¢Ȭ¢ȱ¢ȱȱǻǼȱȱȱ ȬȱȱȱȱǻǼȱǯ ȱȱ ȱȱȱȱȬęȱȱ ¢ǯȱȱȱȱȱȱȬ ȱ ¢ȱ ǻǼǯȱ ȱ ȱ ǰȱ ǰȱ Ȭȱȱȱȱȱǰȱ ȱȱ ȱȱȱǯȱȱȱȱ ȱȱĴȱǰȱȱȱȱǰȱȱ ȱȱȱǰȱȱȱǯȱȱ ȱ developed to help apply precise amounts of chemicals; ȱ Ȭȱ ȱ ȱ ȱ ȱ ȱ ȱ of liquid nitrogen is applied to the areas being fertil-‐‑ £ȯȱ¢ȱȱǯȱȱȱȱ on the front of the sprayer that correspond to the nozzle ¢ȱ ǯȱ ȱȱȱȱȱ¢ǰȱȱȱ££ȱ ȱȱ£ȱȱȱěȱȱǯȱ ȱ ȱ ¢ȱ ȱ ȱ ęǰȱ ȱ ȱ ¢ȱ detect the level of nitrogen in the plants, adding nitro-‐‑ ȱȱěȱȱȱȱȱȱǯȱ ȱȱ ȱȱȱ¢ȱȱȱ ȱȱ¢ȱǯ
Disaster Recovery and Business Continuity ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǻ-‐‑ ǼȱȱȱȬȱȱȱǯȱȱȱȱǰȱ ȱȱǻȱ¢ȱǼȱȱ¢ȱȱ for department information resources, because he is the ¢ȱ ȱ ȱ ȱ ȱ ¢ǰȱ ȱ ǰȱ ȱ ȱȱȱȱȱȱǯȱ ȱěȱȱȱǰȱȱǰȱȱ ¢ȱ¢ȱǯ ȱěȱȱȱȱȱȱ ȱȱ agency to encourage people to engage in safe-‐‑comput-‐‑ ȱ ǯȱ ¡ȱ ȱ ȱ ȱ ȱ DZ • ȱȱ¢ȱȱ ȱȱȱȱȱ
Dz • ȱ ȱ¢Dz • ȱȱȱȱȱȱ ȱȱ
¢ǰȱȱȱ ȱȱȱȱȱȱȬ ȱȱǻǯǯǰȱǰȱ¡ȱǰȱǯǼDz • restrict Internet usage to those sites that are business-‐‑oriented and trusted; • ȱ ȱ ȱ Ȭȱ Ĵȱ ȱ ȱ ȱȱ Dz
• ȱěȱȱȱ ȱȱȱȱȱ
the day; and • ȱȱȱȱ ȱȱ
¢ǯ
Disaster Mitigation and Security ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱȱȱȱȱDZ • computer room security; • data security; and • ȱ¢ǯ
Computer Room Security ȱȱȱȱ¢ȱ ȱȱȱ servers mitigate the issues of intentional and acci-‐‑ ȱ ȱ ȱ ǯȱ ¢ȱ ȱ ȱ ȱ¡ȱ ȱȱȱ¢ȱȱ£ȱ ǯȱȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱȱȱȱȱ ȱȱȱ ȱȱǯȱȱȱ ¢ȱ ¢ȱ ȱ £ȱ ȱ ¡¢ǯȱ ȱ ȱ ȱȱ ȱȱȱȱȱȱ ȱȱDZȱȱǰȱȱǰȱ Ěǰȱ¢Ȧ¡ȱǰȱęȱǰȱȱȱǯȱȱ ȱ ȱęȱȱȱȱȱȱȱȱ ȱȱǯ
Data/Application Security This pertains to the policies and procedures a depart-‐‑ ȱȱȱȱȱȱǯȱȱ¢ȱȱ ȱȱȱȱȱǻǰȱǰȱǼȱ ȱȱȱȱȱ ȱȱȱȱȱȱǻDZȱ Ǽǯȱȱ¢ȱȱȱȱȱȱȱ ȱȱ ȱȱȱȱȱȱǯȱȱȬȱ ȱȱȱěȬȱȱȱȱǯ ¢ȱȱǻȱȱȱȱ Ǽȱȱęȱȱȱǰȱ-‐‑ ę¢ǰȱȱȱȱȱȱȱȱȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ¢ȱ ȱ ȱ ǰȱ ǰȱ ȱ ǯȱ ȱ ȱ ȱ to protect the information assets should something ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ¢ȱ ȱ ǻȱȱĴȱȱȱȱ¢ȱȱȱ Ǽȱ¢ȱȱȱȱȱȱȱ ȱȱȱȱȱȱǯȱ ȱ ȱȱȱ ¢ȱȱȱȱǯȱ ȱȱȱȱǰȱȱȱȱ user activity assists in determining the cause of such ǯȱ ȱ¢ȱȱȱȱȱ ȱ ǻǯǯǰȱ ȱ ȱ ȱ ȱ ęȱ ǰȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱǯȱ ȱȱȱȱȱ ȱ ȱ¡ȱȱ ȱȱȱȱȱȱȱ¢ǯȱ ȱȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ěǰȱ ȱ -‐‑
Information Technology Management
řŘś
ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ŗŚǯŝȱȱȱȱ¢ǯ
Network Security ȱȱ ȱĴȱȱȱȱȱȱ ȱȱȱȱȱ Ȃȱ¢ȱȱȱ ȱȱȱȱ ȱǯȱ ȱȱȱ ȱ ǰȱȱǰȱȱǻȱĴȱȱ¡Ǽȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ Ĵǰȱ ȱ ¢ȱ ȱ ȱ ǰȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ¢ȱ ȱȱę ǯȱȱȱȬȱȱȱȱȱ ȱȬȱȱȱȱȱǯȱȱȱ ȱȱěȱȱ ȱ¢ȱȱǰȱǰȱȱ ǰȱȱȱȱȱȱȱ ȱ ǯȱȱȱȱȱȱ¢ȱ ȱ ȱ ǰȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ¢ȱǻǼǰȱȱĴ¢ȱǯȱ ¢¢ǰȱ ȱ ǰȱ ȱ ǰȱ ȱ -‐‑ ȱȱȱȱ ȱǯȱȱȱ is to prevent an event that disables an agency’s ability ȱȱǯ
Business Continuity Plan (BCP) ȱ ¢Ȃȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱĞȱȱȱȱȱȱ ȱȱ ȱȱȱ¢ȱȱ¢ȱǯȱȱ ¡ǰȱȱ ȱ¢ȱ ȱ ȱ ȱǰȱ-‐‑ ȱȱȱȂȱȱȱǯȱȱ ȱ¢ȱȱ¢ȱȱȱȱȱ-‐‑ ȱȱȱȱȱǯȱę¢ǰȱ ȱȱȱȱȱ¢ȱȱȱ ȱȱ ȱȱȱ ¢ȱȱȱȱȱ ȱȱȱ ȱȱȱǯȱȱȱȱȱȱĜ-‐‑ ¢ȱ ȱȱȱǯ
When Disaster Strikes Given there are information resources, a business oper-‐‑ ǰȱȱȱȱǻȱ¢ȱǰȱȱȱǼǰȱ ȱ ȱ ȱ ¡ȱ ȱ ȱ ȱ ȱ ȱȱȱȱǵȱ ȱȱȱȱ ȱ¢ȱ¢ȱȱȱȱǯȱȱ ȱȱȱęȱȱȱȱȱȱǻȱęȱ ¢ȱȱ¢ȱǼǰȱęȱ ǯ
ȱŖDZȱȱěȬȱȯ¢ No Recovery ȱ ȱ ȱ ȱ Ŗȱ ȱ ¢ȱ ȱ have no ǯȱȱȱȱȱǰȱȱ-‐‑ mentation, no backup , and no contingency ǯȱȱȱ¢ȱȱȱȱȱȱȱ ǯȱ ȱǰȱȱ¢ȱȱȱȱȱȱ ȱǯ
řŘŜ
Tier 1: Data Backup with No Hot Site ȱȱȱȱŗȱ¢ȱȱȱȱ ȱȱȱȱȱȱȱȱěȬȱȱ ¢ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ĞȱȱȱȱȱȬȱȱȱȱ ǻǼǯȱȱȱ ȱĞȱȱȱȱ and shipped, these organizations must be prepared ȱȱȱ¢ȱȱ ȱȱȱǰȱȱȱ ȱȱȱěȬǯȱ ǰȱȱȱȱȱ ¢ȱȱ ȱȱȱǯ
Tier 2: Data Backup with a Hot Site ȱ ȱ ȱ Řȱ ȱ ¢ȱ ȱ ȱȱȱȱǯȱȱȱȱ ȱȱ ěȬȱ¢ȱȱȱǻ ȱȱȱhot siteǼǰȱȱ ȱȱȱ¢ȱȱȱȱȱȱȱ ȱȱǯȱȱȱ ȱȱȱȱȱȱȱ ȱȱȱȱȱ¢ȱ ȱȱǰȱȱ ȱ¢ȱȱȱȱǯ
Tier 3: Electronic Vaulting ȱ řȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ Řǯȱ Additionally, some mission-‐‑critical data are electroni-‐‑ ¢ȱȱȱȱȱȱǻǼȱ ǯȱȱ¢ȱȱȱȱ¢¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱȱǰȱȱȱȱȱȱȱȱĞȱȱ ȱǯ ȱȱȬȱȱǰȱ ȱȱȱȱ¡ȱȱȱȱ physical or virtual tape devices, and an automated tape ¢ȱȱȱȱǯȱ ȂȱȬȬȱȱȱ Ȃȱ ȱ ȱ ȱ ȱ ¡ȱ ȱ ȱ ¢ȱ ǯ
ȱŚDZȱȬȬȱ ȱŚȱȱȱȱ¢ȱȱȱȱȱ greater data currency and faster recovery than users of ȱǯȱȱȱ¢ȱ¢ȱȱȱǰȱ ȱȱȱȱȱ ȱǰȱȱŚȱȱȱȱ ȱȱȬȱǯȱȱȱȱ data loss are still possible, but it is easier to make such ȬȬȱǻǼȱȱ ȱȱ¢ȱȱ ȱǰȱȱ ȱ¢ȱǯ
Tier 5: Transaction Integrity ȱśȱȱȱȱ¢ȱȱ ȱȱ-‐‑ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ¢ȱȱǯȱȱȱĴȱȱȱȱȱȱ ȱDzȱ ǰȱȱȱȱȱ-‐‑ ¢ȱȱ¢ȱȱȱȱȱȱǯ
ȱŜDZȱ ȱȱȬ ȱȱ Tier 6 business continuity solutions maintain the high-‐‑ ȱȱȱȱ¢ǯȱ¢ȱȱȱ¢ȱȱ
Information Technology Management
ȱĴȱȱȱȱȱȱȱȱ ȱȱ ȱȱȱȱȱ¢ǯȱȱȱ have no dependence on the applications or applications ěȱȱȱȱ¢ǯȱȱŜȱȱĞȱ require some form of disk mirroringǯȱ ȱ ȱ ȱ synchronous and asynchronous solutions available from the mainframeȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ěǰȱ ěȱ ěȱ ȱ ȱ ȱěȱrecovery point and recovery timeȱ-‐‑ ǯȱĞǰȱȱȱȱȱȱȱȱȱ ǯȱ ǰȱȱȱ¢ȱ ȱȱ ȱȱȱȱ¢ȱȱȱȱȱǯ
Tier 7: Highly Automated, Business Integrated Solution ȱŝȱȱȱȱȱȱȱȱ ȱȱȱȱŜȱȱ ȱȱȱȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ŝȱ ȱ ȱ ȱ ¢ȱȱȱȱȱ ȱȱȱ¢ȱȱ Ŝȱǯȱ¢ǰȱ¢ȱȱȱȱȱ ǰȱ ȱȱȱȱ¢ȱȱ-‐‑ ȱȱȱȱȱ¢ȱȱ ȱȱ-‐‑ ȱȱȱȱ¢ȱǯ ȱȱǻ ȱȱȱ¢ȱȱȱ¢ȱ Ǽȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ǯȱȱȱȱȱȱȱ can be computed by identifying the components needed ȱ ¢ȱ ȱ ȱ ȱ ¢ȱ ǯȱ ȱ ȱ ȱȱȱ ȱȱ ȱ¡ǰȱ¢ȱ-‐‑ ȱǰȱȱȱȱȱǯȱȱ ȱȱ¢ȱȱȱȱȱȱ ȱ ȱȱ disaster recovery plan is for the information resource ȱȱ ȱ¢ȱȱȱǻǯǯǰȱȱ ȱ¢ǰȱȱȱǰȱȬǯǼ
ȱȱȱȱDZ • ȱȱȱȱ ȱĴȱȱ
¢ȱ ȱȱDz • delete them; and • ȱ¢ȱȱȱȱȱĴǰȱȱȱęȱ
ȱ¢ȱȱȱȱ¢ȱȱĞ ȱ ȱȱȱǯ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ Ĵȱ¢DzȱȱȱȱȱĞȱȱ -‐‑ ȱȱȱȱȱȱȱ¢ǯȱȱȱ ȱȱȱȱȱ¡ȱŗŚǯşǯ ȱȱ¢ȱǵȱȱȱ¢ȱȱȱ payload, such as a worm or Trojan horse programǯȱȱ ȱȱȱ¢ȱȬȱȱȱęǰȱȱDZ • ȱȱȱǰȱ¢ȱęȱȱ¢ȱ
disk drive; • send itself to everyone else on your e-‐‑mail list; • ȱ ¢ȱ ȱ ȱ Ȧȱ ȱ ¢ȱ
ęȱȱDzȱ • ȱȱǰȱȱȱȱĞ-‐‑
ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱǯ ȱ¢ȱȱȱ ȱȱDZ • ȱ¢ȱȱĞ ȱȬȬDz • ¢ȱ¡ȱ¢ȱȱȱȱ-‐‑
ence of infection; • get some of the best protection available from
ȱĞ Dz • ȱȱȬȱȱĴDzȱȱ
•
Malware: Malicious Software Malwareȱ ȱ ȱ ȱ ęȱ ȱ Ȭȱ Ğ ȱ ȱ ěȱ ȱ ȱ ȱ ȱ ȱǯȱ ȱȱǰȱ ǰȱȱ¢-‐‑ ǯȱȱȃȄȱȱȱęȱȱǯ
•
•
Threats from Viruses
ȱ ȱ ¢ȱ ȱ ȱ ǵȱȱ ȱ ȱ ¢ȱ ȱ -‐‑ ȱ ǯȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ Ĵȱ ȱ ęȱ ȱ ȱ Ȭǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱȱȱ¢ȱȱęȱȱȱȱ ǰȱȱȱȱ ǯȱȱȱ properly protected are at higher risk of contracting a ǯȱȱȱȱȱȱ ȱȱȱȱ ŘŚȱǯȱȱȱȱȱęȱȱęȱȱ ȱȱȱȱǯȱȱęȱȱȱ ȱȱ¢ȱȱȱȱȱȱȱȱ ǻǯǯǰȱ¢ǰȱǰȱȱǼǯ
•
ȱ ȱ ȯȱ ęȱ ȱ you open them; ȱȱȱȱȱ ȱ¢ȱ-‐‑ virus vendor; let the program help protect you by automatically updating the virus signature ęDz ȱ ¢ȱ ȱ ȱ Dzȱ ȱ your antivirus program to check your system ȱ¢ȱDzȱȱ ȱȱȱȱ ȱ ȱ¢ȱȱȱǯ ȱȱȂȱ Dzȱȱȱȱȱ on your task bar regularly to make sure your Ğ ȱȱDzȱ ȱ¢ȱȱ¢ȱȂȱȱ ¢ȱȱȱĞ ȱǰȱȱȱ-‐‑ ȱȱȱ¢ȱȱĞ ǰȱǯ
ȱȱ¢ȱ ȱȱ¢ȱȱȱȱǵ ȱ ȱ ȱ ȱ ¢ǯȱ ȱ ȱ -‐‑ tact your IT department if any of these occur on your DZ • ȱ ȱ ȯȱ ȱ ȱ
unauthorized activity going on in the back-‐‑ ground; and
Information Technology Management
řŘŝ
Exhibit 14.9 Virus Protection Ğ ȱ
Ğ
ȱȱ ȱȱ ȱ ĴDZȦȦ ǯĞǯȦ ¡ȦȦ ȦȦǯ¡ȱ
¢
ȱȱ ȱŘŖŖŘȱǻ¢Ǽ ĴDZȦȦ ǯ¢ǯȦȦȦȦȱ
ǯȱȱ ȱǻǼ ĴDZȦȦǯǯȦȦǯǵƽŗŖŗǭȱ
Zone Labs
ȱȱǻ ȱǼ ĴDZȦȦ ǯ£ǯȦȦȦǯȱ
¢
¢ȱȱ ȱȱǻ¢ȱǼ ĴDZȦȦ ǯ¢ǯȦȱ
Ȭ ȱ¢
ȱȱ ȱǻ Ȭ ȱ¢Ǽ ĴDZȦȦ ǯǯȦȦę Ȧ¡ǯǵƽę ȱ
ȱ¢ȱ¢
ȱ ȱȱǻ ȱ¢ȱ¢Ǽ ĴDZȦȦ ǯȬȬę ǯȦȱ
• unusual behavior of your computer—take
notice if applications are not operating cor-‐‑ ¢ȱȱȱȱȱęȱȱǯ
Threats from Adware and Spyware ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ -‐‑ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ -‐‑ ȱ ȱ ¢ȱ ȱ ȱ ȱ ǯȱ ¢ȱ ȱ ȱ ȱȱȱ ȱ¢ȱȱ¢ȱȱ ȱȱȱěȱȱȱȱȱȱȱ ǯȱ Adware programs try to intercept and redirect your ȱȱȱȱęȱȱȱǯȱSpyware ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ personal information so that it can be transferred to an ȱǯȱȱȱȱȱȱȱȱ is to identify your preferences so that ads for products ȱ ȱ¢ȱ¢ȱȱȱȱ¢ȱ-‐‑ ¢ȱǻȬȱǼǯȱȱ ȱȱȱ ¢ȱǰȱ ȱȱ¢ȱ¢ȱǻ ȱ ȱȱ Ǽǰȱȱȱȱȱȱȱȱȱ ȱ¢ȱȱ ȱȱȱȱȱ¢ȱ ȱ ǯ ȱȱȱ¢ȱ¢ȱȱǯȱ ȱ¢ȱ £ȱȱȱȱȱȱȱȱȱȱ-‐‑ ȱ¢ȱȱȱȱ¢ȱǯȱȱȱ ȱȱȱęȱȱcookies. Want a cookie?ȱȱȱȱ¡ȱęȱȱȱ ȱȱȱ ȱ¢ȱǰȱȱȱȱȱ-‐‑ ȱȱ¢ȱǯȱȱȱȱȱȱȱ ȱ£ȱǰȱȱȱȱ ȱȱȱ ǯ
řŘŞ
ȱȱȱȱ ȱ¡ȱ¢ȱĴȱ ȱ¢ȱ ȱȱ ȱȱȱǰȱȱ ȱ ȱǰȱȱǰȱȱȱ¢ȱȱ ȱȱȱȱ¢ȱȱǻȱ¢ȱȱ ȱ ȱȱȱǼ DZȱ ȱ ȱ ǰȱ ǰȱ ȱ accounts. ȱȱ¢ȱ ȱȱȱȱ ȱȱ¢ȱ ȱ¢ȱȱȱ¢ȱ¢ȱ ǰȱȱ¢ȱ ǯȱȱȱȱȱȱ¢ȱȱ¢ȱ ǵ • access information on your computer, such as
• • • • • • •
¢ȱęȱǰȱȬȱǰȱȱ ȱȱ ǰȱȱȱDz ȱ ȱȱȱ¢ǰȱ¢ǰȱ¢Dz change your mailing address, and have items ¢ȱȱǻȱǼȱȱȱDz ȱ¢ȱȱ¢ȱDz buy or sell stocks; apply for loans, including mortgages; and pretend to be you in online chats or other online activities, such as auctions; change access to devices, applications, and ȱȱ¢ȱȂȱȱǯ
If an identity thief changes the mailing address for ¢ȱǰȱ¢ȱ¢ȱȱ ȱ¢ȱȱȱȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ǯȱ
ȱȱȃ¢ȄȱȱȱĞ ȱȱȱ ȱ ¢ȱ ȱ ȱ ȱ ¢ȱ ǰȱ ȱȱ¢ȱǯȱ ȱȱ¢ȱ¢ȱ¢ȱ ȱ ¢ȱ ȱ ȱ ǰȱ ȱ ¢ȱ
Information Technology Management
ȱ¢ǰȱȱȱ¢ȱǯȱǻȱ ȱŗŚȬŞȱȱȱȱ ǯǼ ȱǰȱȱǰȱȱȱȱ ȱ that you can remember, but is hard for anyone else to ǯȱȱȱ¢ȱȱȱ ȱȱ¢ȱ ȱȱȱȃȄȱ ǰȱ ȱȱȱȱ ȱ not easily be guessed by someone else or is not easily ęȱ¢ȱȱĞ ȱȱȱȱȱȱ ǯȱȱȱ ȱȱȱȱȱȱ ȱȱȱȱ ǯȱȱȱ ¢ȱȱȱ ȱDZ • is at least seven characters in length, and the
ȱȱĴDz • ȱȱȱ ȱȱĴǰȱ-‐‑
als, symbols; • has at least one symbol character in the second
ȱ¡ȱDz • ȱ ȱ ȱ ȱ ěȱ ȱ ȱ ¢ȱ
ȱǻȱǼDz • ȱ ȱ ȱ ȱ ȱ ȱ Ĵȱ ȱ
numbers; • does not use any part of your log-‐‑in name for
¢ȱ Dz • ȱȱȱ¢ȱȱ ȱȱȱȱ¢ȱ • • • •
language; does not use numbers in place of similar let-‐‑ ters; does not reuse any portion of your old pass-‐‑ Dz ȱȱȱȱĴȱȱȱȱ ȃȄȱȱȃŘřŚśŜŝȄDzȱ ȱȱȱȱ¢ȱȱ¢ȱ¢ǰȱ ȱȱȃ ¢Ȅǯ
Ğȱ¢ȱȱȱȱȱ DZ keep it to yourself; ȱȱ ȱȱ Dz ȱȱȱȱ ȱ¢Dz ȱ ȱ ȱ ȱ ȃȱ ¢ȱ Ȅȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱ ȱDz • ȱěȱ ȱȱȱȱ needs a high level of protection; • ȱ ¢ȱ ȱ ȱ ȱ ¢ȱ ¡ȱ months; and • if you had reason to tell someone your pass-‐‑ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ¢ǯ • • • •
Restriction.ȱȱȱȱ ¢ȱȱȱȱȦȱ environment is to “harden” the server operating system ǻǼǰȱȱȱȱǰȱȱȱȱȱȱĜȱ for an intruder to use a client machine to hack into your ǯȱ ȱȱȱǰȱȱȱȱȱ ¢ȱ ȱ ȱ ȱ ¢ǯȱ ȱ ȱ ȱ
ȱȱȱȱǰȱȱȱȱȱěȱ ǰȱȱ ȱȱěȱȱȱȱǯȱ ȱ ȱȱȱȱ ȱȱȱȱǰȱȱ ȱ ¢ȱȱ¢ȱ¢ȱȱȱȱȱǯ ȱ¢ȱȱ ¢ȱȱ¢ȱǰȱȱȱ ȱȃȄȱǯȱȱȱȱȱ¢ȱǰȱȱ ȱěȱ ¢ȱȱȱǯȱȱ ȱ¢ȱ ȱ ȱȱęȱȱ ȱȱȱǯ ȱ ¢ȱ ¢ȱ ȱ ȱ ȯ ȱ Ȃȱ ȱ ȱȱ¢ȱǰȱȱ ȱǰȱȱȱȯ¢ȱ ȱ ¢Ȃȱȱȱȱȱȱǯȱȱȱȱȱȱ ǰȱȱȱęȱǰȱȱȱȯȱȱ ȱȱȯȱ¢ȱȱȱ¢ȱȱ ȱ ȱȱ ȱ¢ȱȱȱȱȱ¢ȱ¢ȱ ȱ ¢ȱ ȱ ȱ ǯȱ ȱ ¢ȱ ȱ ȱ ȱ help protect your privacy is much the same; it involves ȱǰȱȱȱȃȱȄȱę¡ǯ The management componentȱȱęȱȂȱ ¢ȱȱ¢ȱ£ȱǯȱȱȱ ȱȱ ȱDZ • to keep information current and accurate; • ȱ ȱ ȱȱȱȱ¢ȱę¢Dz • to provide training and develop documenta-‐‑
tion as needed; • ȱȱȱȱȱ ȱ¢-‐‑
ȱ ȱ ȱ ȱ ȱ ¢ȱ ¡-‐‑ cuted and their procedures understood; and • to put in place a plan for disaster recovery for ȱ¢ǯ These database managers, or super users, could be those ȱ ȱȱȱȱȱȱȱȱȱ ¢ǯȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱǯȱȱ¢ȱȱ-‐‑ ȱ¢ȱȱȱȱȱȱ¢ǯȱ ȱ ěȱ¢ȱȱȱȱȱȱȱȱȱ ȱ ȱȱȱȱȱȱȱǯȱȱȱȱ-‐‑ ment problem that can be corrected by implementing a ȱȱ¢ȱǯ ȱ ȱ ȱ ȱ ¢ȱ ȱ ¢ȱ ȱDZ 1. personal information: documents, spreadsheets, and databases that have no operational bearing on the organization; and 2. department (organization) information: Informa-‐‑ tion that has a direct bearing on the manage-‐‑ ment, operation, and administration of organi-‐‑ £ȱǯ The policy should state that all organization infor-‐‑ mation mustȱȱȱȱ¢ǯȱȱ ȱȱȱ ȱȱȱ ȱȱȱȱȬȱ-‐‑ ǯȱȱ¢ȱ ȱȱȱ¢ȱ£ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ¢ȱ ȱ
Information Technology Management
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Exhibit 14.10 Survey Results of Senior IT Executives
Exhibit 14.11 Article on the Need for Security
ŗŚȱȱȱȱȱ ¡ȘȘȱȱȱȱ ¢Șȱ¢ȱȱ ȱȱ data are vulnerable to being ŘŖŖŘǰȱȱ lost in the event of a disaster ¢ȱ śŘȱȱȱȱ ¡ȘȘȘȱ ȘŘŝŚȱ ¡ȱ ȱ ȱ ǯǯȱ ȱ ȱ ȱ ȱ £ȱ ȱǯȱ ȘȘȱ ȱ ȱ ȱ ȱ ȱ ę ¡ǰȱȱȱȱęȱĜȱȱȱ¡ȱ Ĝǰȱȱȱǯȱ ȘȘȘ ȱ ¢ȱ ȱ ¢ȱ ȱ ȱ¡ȱȱȱȱȱȱȱĜǯ
ȱ¢ȱȱ£ȱȱȱ-‐‑ ȱ ǯȱȱȱęȱ ȱěȱȱ ȱȱȱȱȱȱǯȱȱ ¢ȱȱȱȱȱ ȱǰȱȱȱ£ȱǰȱȱȱȱ ȱǰȱȱȱȬǰȱȱȱȱȱǻĴȱȱ ȱ ȱȱȱȱ Ǽǯ
ȱȱĴȱȱȱŗŗǰȱŘŖŖŗȱȱȱ ȱȱȱǯǯȱȱ¢ǯȱ ȱȱ¢ȱ ¢ȱǰȱȱĴȱȱȱȱ ȱȱǻȱǰȱŗşşŝȱȱȱǼDzȱ ȱȱȱǰȱǰȱȱȱȱȱȱ ȱ Ĝȱ ȱ Ğȱ ȱ ȱ ǰȱ ȱ and procedures affecting domestic preparedness, response, and “consequence management” for terror Ĵǯȱȱȱȱȱȱȱȱ ȱȱşȦŗŗȱ¢ȱȱȱȱȱ ȱ ¢ǯȱȱȂȱȱȱ ȱǰȱ-‐‑ ȱȱěȱȱȱ ȱȱ and consequence management programs, and ongoing federally-‐‑directed reorganization and redirection of ¡ȱȬȱȱȱ ȱȱȱ ȱȱşȦŗŗȱȱĴȱǻȱŘŖŖśDzȱ¢ȱŘŖŖśDzȱ ǰȱȱǯǰȱŘŖŖśDzȱ ĴȱŘŖŖŚǼǯȱ ȱ ǰȱ ȱ ȱȱǯǯȱ ȱȱȱȱȱŘŖŖśǰȱȱ ȱȱȱȱ¢ȱ¢ȱȱȱ ȱǰȱ tested the capacity, adequacy, and limits of disaster policy ȱȱȱȱȱşȦŗŗǯ Source: ¢ǰȱǯǯȱǻǯǯǼǯȱȱ¢ȱȱȱȱ ȱȱȱȱ¢ǯ
Disaster Recovery Our customers tell us that their greatest challenge isn’t backing up their information—it’s recovering and ȱ ȱ ȱ ȱ ¢ȱ ǯȱ ȱ Ȃȱ ȱǯǯȱȱȱȱȱȱ¢ȱȱ ȱǯȱ ȱȱȱ¢ȱȱȱǰȱȱȱ ȱȱȱǰȱȱȱȱǯȱǻȱ ǰȱ ȱȱȱǰȱŘŖŖřǼ
ȱ¢ȱȱȱ ȱęǯȱ ȱȱȱȱ ¢ǰȱȱȱęȱ ȱȱȱȬȱ-‐‑ ¢ȱȱȱ ȱ ȱȱǞřȱȱȱŘŖŖŗȱ ȱǞŚǯŘȱȱȱŘŖŖŜǰȱȱȱ ȱȱŜǯşȱȱ ǻȱ¡ȱŗŚǯŗŖǼǯȱ ȱȱȱȱȱ-‐‑ ȱ ¢ȱ ǰȱ ȱ ȱ ȱ Ğ ȱ ȱ ȱȱȱȬ¢ȱȱȱ ȱ ȱ ȱ ǻǼǰȱ ȱ ¡ȱ ȱ ǞŘşǯşȱȱȱŘŖŖŗȱȱǞśŚǯşȱȱȱŘŖŖŜǯȱȱ ȱ ȱ ȱ ȱ ȱ ŗŘǯşȱ ǯȱ ȱ ȱȱȱȱȱȱȱ ȱȱ ȱ¢ȱȱȱȱȱȱȱŗŖȱǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ǻ Ǽǰȱ ȱŝŖȱȱȱȱȱĴȱȱȱ ȱ ȱȱ¢ȱ¢ȱȱȱ ǻȱĴDZȦȦǯȦ¢ȬǼǯ ȱ ȱ ȱ ¢ȱ ȱ ȱ more aligned on disaster readiness, according to the ¢ǯȱ ȱ ȱ ȱ ęĞ¢Ȭȱ ȱ ȱ
330
ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ¢ȱȱȱȱ¡ȱȱŚŚȱȱȱ ȱ¡ȱȱȱ¢ȱȱ¢ȱȱ ȱȱǯ ȱ ȱ ȱ ȱ ¢ȱ ȱȱŜȱȱȱȱȱ ȱȱȱŘŖŖŗǰȱ ȱŜśȱȱ¡ȱȱȱ¢ȱ-‐‑ ȱȱȱĞȱȱşȦŗŗȱĴǯ Another management concern is business continuity ȱȱȱȱȱȱǯȱȱȱ¢ȱȱ ǻǯǯǰȱ ȱ ǰȱ ȱ ȱ Ĵǰȱ ǰȱ ęǰȱ Ǽȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ¢ȱȱ ȱȱȱ¢ȱȱ ȱǻęȱȱ¢ȱȱǼȱȱ ȱȱ ȱȱȱȱ¢ȱȱ¡ȱǯȱ ǻȱȱŗŚǯşȱ ȱ¢ȱ¢ȱ ȱ¡Ǽǯȱǻȱ¡ȱŗŚǯŗŗȱȱŗŚǯŗŘǼǯ
Understanding IT Infrastructure ȱ ȱ ȱ ȱ ȱ ¢ȱ £ȱ ȱ ȱ ȱ ȱ ¢ǰȱ ȱ ęȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ £-‐‑ ǯȱǻ¢ǰȱȱȱǰȱŗşşŚǼ
Information Technology Management
Exhibit 14.12 Effects of 9/11 on IT Security ȱȱȱȱȱşȦŗŗȱĴȱȱȱ£ȱȱ ¢ȱ ȱȱȱȱȱDZ Out of 100 CEOs ȱ¢ȱ¢ȱȱ ¢ȱŗŖȱ
ŗŖŖ
Added crises communications
ȱ şş
ȱ¢ȱȱ plans
ȱ şŝ
ȱȱȱ¢ȱ plans each year
ȱ şŖ
ȱȱȱ¢ȱ ȱ ȱȱ¢
ȱ ŚŖ
park and recreation publications have advertising from ȱ ǯȱ ȱ £ȱ ¢ȱ ¢ȱ ȱ ȱ ȱȱȱȬȱěȱȱ ȱȱ-‐‑ £ǰȱȱȱȱȱȱȱȱǯȱ There are numerous companies that provide IT services, ȱȱȱȱǯȱ ȱȱȱ that standards be adopted for each component of the ǯȱȱȱȱȱ ȱȱ ¢ȱȱ¢ȱǰȱǰȱȱǯȱ The four components of IT infrastructure are listed in ¡ȱŗŚǯŗřǯ
Workstations
Source: ȱ ¢ȱ ǻŘŖŖŚǼǯȱ ¢ȱ ȱ -‐‑ ¢ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ Şǰȱ ŘŖŖşǰȱ ȱ ĴDZȦȦ ǯ ǯȦĴȦŘŖŖŚȦ ŖǰŚŞŗŚǰşŖŞśŘǰŖŖǯ
ȱǰȱ¢ǰȱ ǰȱĴȱȱ¡ǰȱ and communication services that are used to perform ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ infrastructure determines an organization’s ability to ȱȱȱȱȱȱȱǯ ȱȱȱ£ȱǯȱ ȱȱȱ¢ȱ ȱȱȱĜȱȱ¢ȱȱȱȱȱǯȱ Larger organizations are usually supported by a spe-‐‑ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ǯȱ ȱȱȱȱęȱȱȱĞȱȱ the specialists, it is important to understand and be able ȱȱ ȱȱȱ¢ȱȱȱȱ ȱǯȱȱ
ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱȱǻǼȱȱȱȱȱȬ size machine that can provide all of the basic computer ǯȱȱȱ¢ȱȱȱǰȱ ȱǰȱ ǰȱǰȱǰȱȱǯȱȱ manufacturers compete to provide the best solution for ȱ¢Ȃȱ ȱǰȱ ȱȱȱȱęǯȱ ȱȱȱȱȱȱ ȱȱȱ-‐‑ ǯȱ¢ǰȱȱȱȱȱȱȱ for business applications are the Intel-‐‑based computers ǻȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ Ǽǯȱ ȱ Ğȱ ȱȱȱ¢ȱȱȱȱȱȱ ȱȱȱȱǯ Laptops have become a popular alternative to ¢ȱ ǯȱȱȱȱȱęȱȱ ȱȱȱȱǰȱȱȱȱȱȱȱ to a normal-‐‑sized monitor, keyboard, and mouse; or it ȱȱȱȱȱǯȱȱȱ¢ȱȱ ȱ ȱ ȱȱȱȱȱȱȱȱȱ ȱȱȱȱǻǯǯǰȱǰȱDzȱȱȱ Ǽȱȱȱȱ¢Ȃȱȱ ǯ
Exhibit 14.13 The Components of an IT Infrastructure Component
Description
Typical Managed Objects
Workstations
Device used to access agency information resources
ǰȱȱǰȱǰȱȱǰȱȱ mobile devices
ȱ
ȱ ¢ȱȱ ȱȱȱĴȱȱ received
ȱǻęǰȱ ǰȱǰȱǰȱǰȱ ¢ǰȱ ǰȱ ȱȱǰȱ ǰȱȱ ǰȱǭȱȬȬȱ Ǽȱ
ȱ
ȱȱȱȱ ȱȱ ȱȱȱ ȱȱȱ a central coordination of data transmission
ȱ ǰȱ ǰȱǰȱȱ systems
Data Center
Location of mainframe, super computers or global servers
ǰȱǰȱȱǰȱȱ ȱ ǰȱǰȱ Ě
Information Technology Management
řřŗ
A thin client deviceȱȱ ȱȱĴȱȱ ȱȱȱȱȱǯȱ¢ǰȱȱȱȱȱ ȱȱȱȱ ȱǰȱȱȱȱ keyboard and mouse, and enough memory for a user to ȱȱȱ ǯȱȱȱȱȱȱȱ ȱȱȱ ȱȱȱȱȱȱ-‐‑ ǯȱȱȱȱȱȱǯȱ ȱȱȱȱ ȱȱ ȱȱȱȱȱ¢ȱ¢ǯ Mobile devicesȱȱȱ¢ǰȱǰȱǰȱȱ other combination cell phone and data devices are ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ Ȭǰȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱȱȱȱȱȱȱǯȱȱ ȱ ȱ ȱ ȱ ȱ ȱ Ĝȱ ȱ ȱ ȱ ȱǯ Ergonomicsȱȱȱ¢ȱȱȱȂȱ ȱ-‐‑ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ carpal tunnel syndrome, headaches, and back prob-‐‑ ǯȱȱ¡ȱȱȱ ¢ȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢£ȱ ȱǰȱ¢ȱǰȱǰȱǰȱ -‐‑ ǰȱȱǰȱ ȱǰȱȱȱȱȱ ȱǯȱȱȱȱȱȱȱȱȱȱ ǰȱȱ ȱǰȱȬȱǰȱ¢-‐‑ ȱǰȱȱǯȱ¢ȱǰȱȱȱ ȱȱȱȱěȱȱ¢ȱȱȱ ǯȱȱȱ ȱ¢ȱȱȱ ȱȱȱȱ¡ǯȱ ȱ¢ȱȱȱȱ ȱȱ¢ȱ ȱ¢DZȱ ȱȱȱȱǯȱȱȱ ȱȱȱȱȱȱǯȱ ȱȱ ȱȱȱȱȱȱȱȱȱȱ ǯȱǻǯȱ ǯȱǰȱȱȱȱǰȱŗşşŘǼ
ȱ ȱȱȱterminals for doing the com-‐‑ ȱǯȱȱȱȱȱȱȱȱȱȱ ȱȱȱȱȱǯȱȱȱȱȱ computer processing capability and is referred to as a ȱǯȱȱȱȱ ȱȱȱȱȱ-‐‑ ȱ ȱȱȱȱȱǯȱ ȱȱȱ-‐‑ ȱȱ ǰȱȱȱȱȱȱȱ ǯȱ ȱȱ ǰȱȱȱȱ¡ȱȱȱȱ ȱ ȱ ǯȱ ǰȱ ȱ ȱ ȱ ǰȱǰȱȱȱ ǯȱȱȱȱ ȱ ȱȱȱȱȱȱȱ ȱȱȱ-‐‑ ȱȱȱĚ¡¢ȱȱȬȱǯ
Networks ȱ ȱȱȱȱȱȱǰȱ ǰȱ ȱ ȱ ǯȱ ȱ -‐‑ ǰȱ¢ȱȱȱȱȱȱĚȱȱȱĜȱ ǰȱȱȱȱȱȱȱ ȱǻǼǯȱ ȱ Ěǰȱ ȱ ȱ ȱ ȱ ȱ ȱ
řřŘ
ȱȱȱȱȱȱȱǻ ȱȱ Ǽǯȱ ȱȱȱȱȱȱȱȱDZ ŗǯ ęȱ ǻȱ ęǰȱ ȱ ȱ ȱ ¢ȱȱȱȱȬǼDz Řǯ ȱ ǻȱ ȱ ȱ ȱ -‐‑ ǼDz řǯ ǰȱ ǰȱ ǰȱ ȱ ¢ȱ ǻȱ ȱȱ ȱĜǼDz Śǯ ȱǻȱȱǼDz śǯ ȱȱ¢ȱǻǼDzȱ Ŝǯ ȱȱǻǰȱŗǰȱȦǼǯ
Fileserver Serversȱȱ£ȱȱȱȃȱȄȱęȱ ȱȱ£ȱ ȱǯȱ¢ȱȱȱ of large disk storage systems and large amounts of ¢ǰȱȱȱȱȱǯȱȱȱ important because they centralize data storage func-‐‑ ǰȱ ȱ ¢ȱ ęȱ ȱ ȱ ȱ ǰȱ ȱ ȱȱȱȱǯ In larger organizations, a number of servers may be ȱȱȱ ȱǯȱȱȱȱȱ e-‐‑mail server ǻȱȱȱȱȱȬȱ-‐‑ ȱȱȱȱȱ£Ǽǰȱȱfax serverȱǻȱ ȱ ȱȱȱȱǰȱǰȱȱȱ ¡ȱȱǼǰȱȱȱapplication serverȱǻȱęȱ ȱȱȱȱȱ ȱȱȱ ȱǼǯȱȱȱȱ£ȱȱȱȱȱ ȱȱȱȱȱȱȱȬě-‐‑ ȱęǯȱǰȱcommunication servers are used ȱȱ ȱȱȱȱȱȱȱȱ ȱ ȱȱȱȱȱ ǯ Another technique for using servers is client/server technologyǯȱ ȱȱǰȱȱȱȱȱȱ Ğ ȱȱȱȱȱȱclient.ȱȱ the application needs data, it is requested through the ǯȱȱȱȱȱȱȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ¢ȱȱȱ ȱȱǯ
Wiring (Topology) ȱȱȱȱȱ ǰȱȱ ȱȱȱ ǯȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱ ȱȱȱȱ ǯȱ ȱ ȱȱȱ¢ȱ ȱȱ ȱ£ȱȱ ȱǯȱȱȱ¢ȱȱ¢ȱȱ ȱDZ ŗǯ ¡ȱǻȱȱȱǰȱȱȱȱ ȱǼDz Řǯ ȱ ȱ ǻȱ ȱ ȱ ǰȱ ¢ȱ ȱȱ¡ǼDz řǯ ęȱǻ¢ȱǰȱȱȱȱǰȱ¡ȱ ȱǼDzȱ Śǯ ȱǻĚ¡ȱǰȱĜȱȱǼǯ
Information Technology Management
ȱȱȱȱȱȱȱȱ ȱ ǯȱȱ¢ȱȱȱȱ ȱȱ ȱȱȱǻǼȱȱȱ ǻ ȱǼȱȱ¢ȱǯȱȱ ȱȱȱ functionality of buildings, provide enhanced resale ȱȱǰȱȱȱ¢ȱ¡ȱ ȱ ȱȱȱǯȱ¢¢ǰȱȱȱȱȱȱȱ ȱȱȱȱȱȱȱǯ
ǰȱǰȱ ǰȱǰȱȱ Gateways A hub ȱ ȱ Ȭȱ ȱ ¡ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ǰȱȱȱěȱȱȃĜȄȱȱȱ ǯȱȱ Ĝȱȱȱȱȱǰȱȱȱȱȱ ȱ packets must be held up or re-‐‑sent because a device on ȱ ȱȱ¢ȱ ȱȱĜǯȱȱȱȱĜȱ ȱȱȱȱǯ A routerȱ ȱ ȱ ȱ ȱ ȱ ȱ another, assuming they have the same standard proto-‐‑ ȱǻȱǼǯ A switchȱȱȱ ȱȱȱȱȱȱȱ ȱȱȱȱȱȱȱȱȱ¡ȱǯȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ generally a simpler and faster mechanism than a router, ȱȱ ȱȱȱ ȱȱ ȱ ȱȱȱǯ A bridge is used to route packets from one kind of ȱȱȱǻȱěȱ¢ȱȱ Ǽǯȱ ¢ǰȱȱȱȱȱȱȱȱȱȱȱȱ ȱȱȱȱȱȱȱȱǯ A gateway is a more sophisticated bridge, needed ȱȱȱȱȱ£ȱȱǻǯǯǰȱ ȱ ȱ ȱ Ǽǯȱ ȱ ȱ ȱ -‐‑ ȱȱȱ ǯ
Network Interface Cards (NIC) ȱ ǰȱ ȱ ȱ network interface cards, are ȱȱ¢ȱȱȱȱȱȱ ǯȱ ȱȱȱȱȱȱȱȱȱȱ ȱȱȱ ǯȱȱ ȱȱȱȱȱ ȱ ȱȱȱȱȱȱȱȱȱȱ ȱęȱǯȱȱ ȱ¢ȱȱȱ ȱ ǰȱȱȱȱȱȱǯȱ¢¢ǰȱ ȱȱȱȱǰȱ ǰȱȱ-‐‑ ȱȱ¢ȱȱȱȱȱȱȱ ǯ
Network Operating System (NOS) ȱȱȱȱȱȱǯȱȱȱȱ-‐‑ ¡ȱȱȱȱȱȱȱȱ ȱȱ ǯȱȱȱȱȱĚ ȱȱ-‐‑ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ Ĵȱ ȱȱȱȱǯȱȱȱȱȱ ȱȱȱ ȱȱ ȱ-‐‑
ȱȱȱ ȱȱȱȱ ǰȱ ȱȱ ȱǰȱ ȱȱȱȱǰȱȱȱȱȱ ȱȱǯȱ¢ȱȱȱȱ-‐‑ ȱȱȱǯ A wide area networkȱǻWANǼȱȱ ȱ ȱ-‐‑ ȱȱȬȱȱȱȱȱȱ ǯȱ ¢ȱȱȱȱ£ȱȱȱ ǯȱȱȱȱȱ£ȱȱ resources, it may be necessary to link the administra-‐‑ ȱ ȱȱȱȱǯȱȱȱȱȱ ȱ ȱ ȱ ȬȬȱ ȱ ȱ ¢ȱ ȱ ȱ Ȭȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱȱȱȬȱǰȱȱȱȱ ȱȱȱȱȱȱȱ ȱȱǯȱȱ ȱȱȱȱȱȱȱ ¢ȱǯ A campus area network (CAN) ȱ ȱȱȱ-‐‑ ȱȱȱ ȱȱ ȱǻ¢ȱęȱ ȱ Ǽȱ ȱ ȱ ȱ ȱ ȱ ǯȱȱȱȱ ȱȱȱȱ ȱȱǯȱȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱȱȱȱĜȱȱȱȱȱȱ ȱȱ ȱǯȱȱȱ¢ȱȱȱȱ ǯ A local area network (LAN) is a group of computers and associated devices that share a communications ȱȱ ȱȱȱ¢¢ȱȱȱȱȱ ȱȱȱȱȱ ȱȱȱȱ ȱȱ¢ȱȱȱ ȱȱ ȱȱǰȱȱǰȱ ȱǯȱ¢ǰȱȱȱȱȱȱȱ storage that are shared in common by multiple com-‐‑ ȱǯ There are other options for sharing data resources ȱ ǯȱ ȱ ȱ ȬȬȱ ǯȱ This option eliminates the need for a dedicated machine ȱȱȱęǯȱ ǰȱȱȱȱȱ ȱȱ ȱȱȱȱǯȱ ȱȱȱȱȱȱȱ Ĝǰȱ ȱȱȱȱȱǯ ¢ȱ£ȱȱȱȦȱȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ Ȭǰȱ ȱ ǯȱ ȱ ȱ ȱȱȱě¢ȱ ȱ¡Ȭȱǯȱ ȱ ȱ ¡ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ǯ ȱȱȱȱ¢ǯȱȱę-‐‑ ȱȱȱȱȱȱȱ¢ȱ ȱȱ ǯȱȱȱȱ¡¢ȱȱȱ ǰȱ ȱ £ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱěȱȱȱǯȱ ȱȱȱ ȱȱ ȱȱȱ ȱ ȱ ȱěȱ ȱȱȱȱǯȱȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱǰȱȱȱȱǯ
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Enterprise Networks ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱ ǰȱȱ¢ȱȱ¢ȱȱ-‐‑ cols, from multiple locations around the city or across ȱǯȱȱȱȱȱ ȱȱ¢ȱ ȱ¢ȱȱ ȱȱȱ ȱǯȱȱȱȱ recreation organization becomes part of the enterprise ǯȱȱȱȱȱȱ ȱ requires that each entity on the enterprise conform to ȱ ¢ȱ ȱ ¢ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ¢ȱ ȱ -‐‑ ȱ ȱȱȱȱȱȱ ¢ǯ The enterprise provides the best opportunity ȱěȱȱȱȱȱ£ȱȱ ȱǯȱȱ ȱȱ¢ȱȱ ȱ¢ǰȱȱȱ¢ȱȱȱȱǯȱ ȱ ȱ ȱ ȱ £ȱ ȱ ȱ ȱ ęȱȱȱǯ ȱ ȱȱȱȱ¢ȱě¢ȱ for campground reservations throughout a state park system or for a recreation event calendar for citizens, encompassing not only the public recreation centers, ȱȱęȱ£ȱǯ
Data Centers In large government organizations and businesses, the ȱȱȱȱȱȱȱȱ ȱȱ¢ǯȱ ȱȱȱȱȱȱȱȱȱǯȱ It has a special environment that includes temperature ǰȱȱęȱȱ¢ǰȱ¢ȱǰȱȱ ȱ ȱ Ȭȱ ¢ǯȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱȱ£ȱǰȱ ȱȱȱ ȱȱȱ ȱǯȱěȱȱȱ-‐‑ vices as daily backup of data, running reports, archiving and restoring data, doing routine maintenance of sys-‐‑ ǰȱȱȱǯ ȱ ȱ ȱ ȱ ȱ ȱ ȱ Ğ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ -‐‑ ȱ ȱ ǰȱ ǰȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ Ğȱȱȱȱȱǯȱȱ of data center services are usually charged back to the £ǯ Help desk. The manager must see that a help desk is ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ¢ȱ ȱȱ¢ǯȱȱȱȱȱȱ ȱȱ ȱ ȱǰȱ¢ȱȱȱȱ ȱǯȱȱȱȱȱ£ȱȱȱȬȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱȱȱȱǯȱȱȱȱȱ specialists or technicians if the problem requires an
řřŚ
Ȭȱǯȱȱȱȱȱǰȱȱ ȱěȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱȱ ȱ ȱȱ ȱȱȱȱ ȱ¢ȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ analyzes the call log and makes recommendations to the ȱěȱȱę¡ȱȱȱȱȱ£-‐‑ ȱȱȱǯ
The Information Technology Plan The development of an IT plan must be facilitated by the manager through a planning process and a plan-‐‑ ȱ ǯȱ ȱ ȱ ȱ ȱ -‐‑ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱ ȱǯȱ Assessment of needs, determination of costs, and in-‐‑ service education programs are essential to a sound and ȱ ȱǯ
The Planning Process It is probably safe to say that there is no such thing as ȱęȬ¢ȱǻȱǼȱ ȱȱȱȱȱȱ £ǯȱȱȱ ȱȱȱ¢ȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱȱȱȱȱȱȱǯȱ ǰȱȱ ęȬ¢ȱȱȱȱ ȱȱȬȱȱ ȱȱȱ ¢ȱȱȱǯȱ¢ȱȱȱ ȱ-‐‑ ner or business partner in the process, organizations ȱȱȱȱ¢ȱȱ ȱȱȱȱȱ ȱȱǯȱȱȱ¢ȱȱȱ ¢ȱ ȱ ¢ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ plan, and updating, upgrading, or changing technolo-‐‑ ȱ ȱȱȱȱǯȱȱȱȱ ȱȱȱ ȱȱȂȱ-‐‑ ȱȱ ȱ¢ȱȱ ȱ ȱ-‐‑ ȱȱȱ ȱȱȱ ȱ ȱěǯ An organization may develop an IT strategy that ȱ ȱ ¡ȱ ¢ȱ ȱ ǯȱ ȱ desired outcome of this strategy is to make the organi-‐‑ £ȱȱȱȱȱȱȱǯȱ Although cost is an issue, the primary focus must be ȱ ȱ ¢ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ enhance the end product become overhead costs for ȱ£ǯ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ěȱ ȱ decisions, improve their use of technology, and use ȱȱĜ¢ǯȱ¢ȱȱȱ clarity and long-‐‑term direction for both management ȱȱěȱǯȱȱ£ȱȱ ȱĴȱȱȱȱ¢ȱȱȱȱ-‐‑ ǯȱȱȱȱȱȱ¢ȱȱ¢ȱ
Information Technology Management
Exhibit 14.14 The Steps in Developing a Technology Plan Step 1: Determine programmatic issues and business goals Step 2: Develop a preliminary vision for technology use Step 3:ȱ ȱȱ¢ȱȱȱ technology and available resources Step 4:ȱ ¡ȱȱȱȱȱȱ technology Step 5: Identify technology solutions Step 6:ȱ Ȭ¡ȱȱ¢ȱDZȱȱ technology vision and priorities Step 7:ȱ ȱęȱ Step 8: Develop a technology budget Step 9:ȱ ȱěȱȱ Step 10: Develop a technology implementation timeline Step 11:ȱ ȱȱȱȱȱȱ technology plan Source:ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢Ȃȱ ¢ȱȱȱȱ¢ǰȱŗşşŜǯ
ȱęȱȱȱęȱȱȱȱǻȱ ¡ȱŗŚǯŗŚǼǯ To develop a successful IT plan, each park and ȱ£ȱDZ • involve all the relevant stakeholders in creating
the plan; • ȱȱȱȱȱȱęȱ ȱ-‐‑
ȱȱȱȱȱ ȱDz • ȱȱȱȱȱěȱȱȱ
and training all the stakeholders; • ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ
ȱ ȱ ȱ ȱ ȱ ȱ ȱ ěȱȱ ȱDzȱ • ȱȱěȱȱȱȱȱ ȱȱȱěDzȱěȱȱ-‐‑ Dzȱȱǰȱěǰȱȱȱ ȱȱȱ¢ǯ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ęȱ ȱ ȱ ǻȱ ȱ ¡ȱ ǼǰȱȱȱęȱĚ¡ȱȱȱ¢ȱ ȱȱ¢ȱ ȱȱȱǯȱȱ ¡ȱŗŚǯŚȱȱȱȱȱęȱȱ ȱȱȱ¢Ȭȱȱǰȱ ȱȱ applicable to planning and implementation of a technol-‐‑ ogy plan for recreation, park, and leisure service agency ǻȱǭȱǰȱŗşşŝǼǯȱǻȱȱŗŚȬŗŖȱ ȱȱȱ ȱ¢ȱȱ¡ǯǼ
Paradigm Shifts in Information Technology ȱȱȱȱȱȱȱȱȱ ȱ ěȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ Ğȱȱȱȱȱȱ ȱȱ ȱ ǯ
ĞȱŗDZȱȱȱ Ȭ ȱ ¢ǰȱȱȱȱǰȱ¢ȱ ȱȱ ȱǰȱęȱěǰȱȱȱȱȱȱ £ǯȱȱ ȱȱȱȱ-‐‑ ȱȱȱ£ǰȱȱ ȱȱȱ ȱȱȱȱȱȱȱȱ-‐‑ ǯȱȱ ȱȱȱȱȱȱȱȱ ȱǰȱȱȱĴȱȱǰȱȱ the need for the organization to communicate and be ȱǯ ȱ ¢ǰȱ ěȱ ȱ ¢ȱ ȱ ȱ ȱǯȱ£ȱȱȱȱǰȱ ȱȱǯȱ ȱ¢ȱȱ ǰȱȱǰȱȱȱȱȱ¢ȱǯȱ ǰȱ £ȱȱȱ ȱȱȱ ¢ȱȱȱ ǯȱȱ ȱ ¡ǰȱ ȱ ȱ ȱ ȱ -‐‑ ȱ ǰȱ ȱ ȱ Ĝȱ ȱ ȱ ǯȱ ȱ ȱȱȱęȱȱ ȱ-‐‑ ǯȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ěȱǰȱȱ ȱȬȱȱǯȱ ǻȱȱŗŚȬŗŗȱȱȱȱȱȬ ȱ ǯǼ ȱȱ ȱȱȱȱȱ-‐‑ ǰȱȱȱȱȱȱȱȱȱȱěǰȱ among all the managers, instead of four individual ěǯȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ěȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱǯ ȱĞȱȱ Ȭȱȱȱ ȱ ȱDZȱǰȱȱȱȱȱȱȱȱȱ ǰȱȱȃ¢ȱȄȱȱȃȱǯȄȱ For years, divisions and sections of an organization have been delegated the responsibility and authority for producing services and accounting for their cost and ¢ǯȱȱȱȱȱȬ¢ȱ ȱȱǰȱȱȱȱȱȱȱ ȱȱȱȱȱȱȱǯȱȱ ȱ ȱ ȱ ęȬȱ ȱ ȱ ǯȱ To overcome that obstacle, departments reorganized, Ĵȱ ȱ ȱ ěȱ ȱ ȱ ǯȱ ȱ ¢ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ centralized versus decentralized management because ȱȱȱ ȱǯ In today’s business environment, success equals ȱ ǯȱ ȱ ȱ ȱ ¢ȱ ȱ £ȱ
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information roles every time there is a change in man-‐‑ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ęȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ department, organization, vendor or public entity ȱǰȱȱȱǯ ¢ǰȱ ȱ Ğȱ ȱ Ȭȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ -‐‑ ȱ ȱ ȱ ęȱ ȱ ȱ ȱ ȱ ȱ£ǰȱ¢ȱȱ ȱěȱȱȱ ȱ ȱ ¢ǯȱ ¢ǰȱ ¢ȱ ěȱ ȱ ȱ required to support the information function of the £ǯȱ ȱ ȱ ȱ Ě ȱ ȱ ȱ Ȭ engineered to create an information resource that is ȱ ȱ ¢ȱ ȱ ǯȱ ¢ȱ ȱ ȱ on IT resources must move the organization closer to Ȭȱ ǯȱ ¡ȱ ŗŚǯŗśȱ ȱ ȱ ȱǯ Through the vastly enhanced connectivity capa-‐‑ bility, businesses have recognized the potential for Ȭȱ ¢ȱ ȱ ȱ ȱ ¢ǯȱ ȱȱȱȱȱȱȱȱȱȱ ěȱ ȱ ȱ ȱ ěȱ ǰȱ ȱ ȱ ȱȱȱȱȱǰȱ ȱȱȱ-‐‑ ȱǯȱȱȱȱ ȱȱȱȱȱ ȱ ȱȱȱȱȱ ǯȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ¢ǯȱ ȱ ȱ ¢ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ¡ȱ ȱ ȱȱǯȱ£ȱȱȱȱȱ performance business teams, composed of informa-‐‑ Ȭȱ ěȱ ȱ ȱ ȱ ȱ ȱ ȱ Ȭ ȱ ȱ ȱ ǻȱ ȱŗŚȬŗŘǼǯȱ ȱȱ¢ȱȱȱȱ £DZ
• IT functions are delegated to departments or
ȱ ȱȱ ȱDz • departments are held accountable for informa-‐‑
ȱ Dz • ȱ ȱȱȱȱ ȱ
•
• •
•
ȱȱęȱȱȱȱȱȱȱ training as needed; systems are developed based on the strengths ȱ ȱȱěȱȱȱ the tasks; ȱĚ ȱȱȱȱȱȱ systems in place; ěȱȱȱȱȱ-‐‑ ȱȱȱ ȱȱȱ¢ǰȱ ȱȱȱȱȱȦęȱ-‐‑ erations; and ȬȬȱȱȱǯ
ȱȱȱ Ȭȱȱ£DZ • ȱ ȱ ęȱ ȱ ęȱ ȱ
• •
•
•
of the organization and the subsequent per-‐‑ ȱȱȱȱěȱȱȱ various services; ȱȱȱȱǻȱǼȱȱ ȱȱȱȱȱDz ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱȱ ȱ ǻ ȱ ȱ ǰȱ ǰ Ȭȱ¢ǰȱȱȱǼDz ȱ Ě ȱ ¢ȱ ȱ ȱ ȱ -‐‑ neered so that the customer receiving the ser-‐‑ ȱęȱȱȱDz ȱěȱȱȱ¡ȱȱȱ-‐‑ ȱȱȱȱ ȱDz
Exhibit 14.15 Summary of Shift from Personal to Work-Group Computing Organizational hierarchy ȱ
Accountable business teams Æ
Ȭȱ ȱȱȱ
Æ
Designing technology
Æ
ǻǼȱȱȱ ȱ¢
Tailorism
Æ
ȱĚ ȱ
Technical users
Æ
ȱȱȱȱȱǻěǼ
Installing technology
Æ
Leadership for change
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Group performance
Information Technology Management
• training and support are available to everyone
ȱȱDzȱ • ȱ ȱ ȱ Ĝȱ ȱ ǯ Groups, not individuals or divisions, are account-‐‑ ȱȱȱȱǯȱȱȱ ȱ increase intradepartmental cooperation, so that the £ȱ ȱȱȱȱȱȱȱȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ -‐‑ ȱ¢ǯȱȱȱȱȱȱ ȱȱ ȱǰȱǰȱȱȱȱȱ ȱ¢ǯȱȱȱȱȱ ¢ȱȱȱęȱȱȱȱ¡ȱ ȱ ¡ȱ ǯȱ ȱ ȱ ȱ £ȱȱȱ ȱȱȱȱȱ-‐‑ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ There are many tools, such as e-‐‑mail, teleconferencing, ȱ ȱȱ ȱȱȱȱȱ ȱ ȱȱȱȱǻȱȱŗŚȬŗřǼǯ
ĞȱŘDZȱȱ¢ȱ ȱ Integrated Systems ȱȱȬ£ȱȱ £ǰȱěȱȱȱȱ other organizations or vendors, become contractors, or ȱȱęȱǯȱȱ¡ȱěȱȱȱ continue at the same service levels, using available ǯȱȱȱȱǰȱȱȱ-‐‑ ȱ ȱ ȱ ȱ ǻęǰȱ ȱ ǰȱ ǰȱ ǰȱ ǯǼȱ ȱ -‐‑ ȱ ȱ ǻȱ ǰȱ ǰȱ ǰȱ ǰȱǯǼǰȱȱǯȱ ȱȱȱ ȱȱȱǰȱȱěȱȱȱ access to all operational or administrative information ǻ ȱ ¢ȱ Ǽǯȱ ȱ ¢ȱ ȱ ǰȱ an organization must develop and implement informa-‐‑ tion standards for document management, database ǰȱȱǯȱ ȱȱȱȱĞȱ ȱȱ DZ • management provides infrastructure and sys-‐‑
ȱȱěȱȱȱȱDz • ěȱȱ¢ȱȱȱȱ¢Dz • personal information generated by all users is
kept to a minimum; and • ěȱȱȱȱȱȱ
Ĵȱěȱȱ£ȱǯ ȱȱ¢ȱȱȱĜȱȱ£ǰȱ ȱ ȱ ȱ Ĝȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ £ȱ ǯȱ Government entities, businesses, and universities are ȱȱȱȱȱ ȱȱ ǯȱ¢ȱȱȱ organizations moving from being service producers to ȱȬȱǯȱȱȱȱǰȱ
ȱ ȱȱȱȱȱȱȬ¢ȱȱǻȱȱȱ Ǽȱȱȱȱȱȱ¢ȱȱȱ ǯȱ£ȱ ȱȱȱȱȱȱ-‐‑ ȱȱȱȱȱȱęȱȱ ȱȱȱ¢ǯȱǻȱȱŗŚȬŗŚǰȱȱ ȱ ǰȱ ȱ ȱ ŗŚȬŗśǰȱ ȱ ȱ ǯǼȱȱ¢ȱȱȱȱȱ ȱǯȱ ȱȱȱȱ ȱȱȱǰȱ ȱȱȱȱȱȱ¢ȱǯ
ĞȱřDZȱȱ ȱȱ¡ Enterprise Computing ȱ ȱ ȱ Ğȱ ȱ ȱ Ĵȱ ȱ Ĝȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ organizations that provide park and recreation ser-‐‑ ȱȱȱ¢ȱȱęȱȱȱȱȱ ȱȱȱȱȱȱȱȱǻȱ Ĵȱ ȱ ȱ ȱ Ǽǯȱ ȱ ȱ -‐‑ ȱ ȱ ȱ ¢ȱ ȱ ȱ ǰȱ ǰȱ ȱ¢ǰȱ ȱ¢ǰȱǰȱȱȱ recreation organizations, environmental education groups, hospitals, libraries, sporting goods stores, Ȭȱ ǰȱ ȱ ¢ǰȱ ¢ȱ ǯȱ ȱȱȱǰȱȱ¢ȱȱ ȱ ȱȱǰȱȱ¢ȱȱ ¢ǯȱ ȱȱȱȱȱ¢ȱȱ ȱȱ ȱȱȱěǯȱ ȱȱȱ to each organization to determine if it is practical and ǯȱ ǻȱ ȱ ŗŚȬŗŜȱ ȱ ȱ ȱ ȱ ȱȱ¢ȱȱǯǼ
Assessing IT Needs ȱ¢ȱȱȱȱŗşşŖȱȱ-‐‑ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ¢ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ methods and techniques to manage an agency’s infor-‐‑ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ¢ǯȱ¢ȱȱȱȱ ȱ ěȱ ȱ ¢Ȃȱ ǯȱ ȱ ȱ ȱ ȱ costs for planning, developing, implementing, and training, and the indirect cost of change and its impact ȱ ȱ ¢ǯȱ ȱ ȱ ȱ ȱ ȱ ȱǯ First, organization must be able to identify a clear ȱȱȱęȱȱȱȱȱ ȱ ȱȱȱǰȱȱ¡DZ • produce services in-‐‑house or manage services
of contractors; • organize tournaments, manage facilities, or
both; • operate as one organization or autonomous
divisions or sections;
Information Technology Management
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• ǰȱǰȱȱ¡ȱ ȱȱȱ
service groups; and • ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱǯ ȱȱȱȱěȱȱȱȱ ȱȱ ȱǯȱ ȱȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ £ȱ should be moved from an information-‐‑producing to an ȱȱȱ£ǯ ȱȱȱȱȱȱȱȱȱǯȱȱ business need component provides guidelines as to the ǰȱ ¡¢ǰȱ ȱ ȱ ȱ ȱ ȱ information resource required for making the organiza-‐‑ ȱǯ ¢ȱȱ¢ǰȱȱ commits to beginning or continuing the evolution-‐‑ ary process of integrating department information ǯȱ ȱȱȱȱȱȱ ȱȱȱȱȱȱȱȱǻǯǯǰȱ-‐‑ lecting facility rental data and printing a schedule, ȱĴȱęǰȱȱȱȱȱȱ ȱ Ĵȱ ¢ȱ ¢ȱ ¢ȱ Ǽǯȱ ȱ ȱȱ¢ȱȱȱǻ ȱȱȱ ȱȱȱȱȱȱ ȱ ȱǼǰȱ¢ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱ ¢ȱȱȱǯȱǻȱȱ ŗŚȬŗŝǰȱȱȱǰȱȱȱŗŚȬ ŗŞǰȱȱȱ ǯǼ ȱ Ĵȱ ȱ DZ make IT part of your business plan—embrace technologyǯȱ ȱ ¢ȱ ¢ȱ ȱ ȱ information-‐‑producing to an integrated information ȱ£ǯ ȱȱȱȱȱ¢ȱȱȱǯȱ ȱěȱȱȱȱȱǰȱȱ ȱȱ£ȱȱȱȱȱȱȱȱ ȱ ȱȱȱȱǯȱȱȱȱ-‐‑ ȱȱȱ ȱ¢ȱȱȱǯȱȱ ¢ȱȱȱȱěȱǻȱ-‐‑ lar competing products or acquisition through grants, Ğǰȱ ȱ ȱ Ǽȱ ȱ ȱ ȱ ¢ȱ ȱȱȱȱǯ There are many approaches to IT needs assess-‐‑ ǯȱ ǰȱȱ ȱȱȱȱȱȱȱȱ ȱȱ ȱ ȱȱ£ȱ-‐‑ ȱǯȱȱȱȱȱȱǰȱ ȱ ȱȱȱęȱȱǯ One of the greatest emotional forces for acquiring IT is PC envy.ȱ ȱȱȱŗşşŖǰȱȱ ȱȱȱ ȱȱȱȱȱȱȱȱ ȱȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ǰȱ ěȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ǯȱȱ ȱ ěȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ Ĵȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱȱěȱ¢ȱȱȱǰȱȱȱ ȱ
řřŞ
ȱȱ ȱȱǯȱȱȱ ȱĴȱ ǯȱȱ ȱ ȱȱ ȱȱ ¢ȱ¢ȱȱȱȱȱǯȱȱ ¢ȱȱȱȱȱȱȱ£ȱ ȱȱ ȱȱȱȱȱȱȱ ȱȱ business practices, planning for global training, or using ȱ ȱȱȱȱȱǯ The easiest task in the IT continuum is to buy a ǯȱ ȱ ȱ ȱ ǰȱ ȱ ǰȱ ȱ ȱ ęǯȱ ȱ ȱ Ĝȱ ȱ ȱ ȱ ȱ ěȱ ǻǼǰȱ ¢ȱ ǻ¢Ǽǰȱ ȱ ȱȱȱǻȱǼȱȱȱȱȱ ǯ ¢ȱȱ¢ȱŜȱǯȱȱȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ¢ȱ ȱ ȱ ȱ £ȱ ęȱ ȱ ǰȱ ȱ ȱ ȱ purchasing process, and has a computer delivered, it ¢ȱȱ ¢ȱȱȱ¢ȱ¢ǯȱȱ ȱ ȱ ȱ ȱ ȱ ¢ǰȱ ȱ ȱ -‐‑ ¢ȱ ¢ȱ ȱ ȱ £ȱ ȱ ȱ ǯȱ ȱ ¢ȱȱȱȱȱ¢ȱȱ¢ȱȱȱȱ ǰȱȱȱȱȱȱęȱȱ¢ȱ ǯȱȱȱȱȱǯȱȱě-‐‑ tive disposal of old and unused equipment requires ǰȱȱȱȱȱȱȱěǯ ȱȱȱȱȱǯȱ£ȱ are in the ȱ ǯȱȱ ǰȱ ȱ ȱ ȱ Ěȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱǻŗşşŚǼȱDZ ¢ȱŘŖŘŖǰȱŞŖȱȱȱȱęȱȱȱȱ ȱȱȱȱȱȱȱȱȱȱȱ ȱȱȱ¢£ȱǯ
It is possible for an organization to be dismantled ȱ ȱ ǻ¢ȱ ȱ ȱ Ǽȱ ȱ ȱ cannot respond to the information needs of the public, upper management, governing boards and councils, ȱȱǯȱ ȱȱȱȱȱȱȱȱ¢ȱȬ ȱȱȱ ȱȱȱǯȱȱȱ no longer can be reduced to the direct costs associated ȱȱǯȱ ȱȱ ȱȱȱȱ ȱ¢ȱȱȱ ȱȱ£ȱ ǻǯǯǰȱ ǰȱ ǰȱ ěȱ ǰȱ ȱ ǰȱǯǼǯ ȱȱȱȱ ȱ¢ȱ ȱȱ£ȱȱ ȱ ȱǰȱȱȱȱȱȱęǯȱ Information technology systems assure that appropri-‐‑ ȱȱǰȱȱȱęǰȱ-‐‑ nel, and program records are being maintained and ȱȱȱȱȱȱȱ¢ȱȱȱ-‐‑ ¢ǯȱȱȱȱȱȱ¢ȱ¢ȱȱ ȱȱȱȱ ȱǰȱȱ¢ȱ ȱ ȱ £ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ Ĝ¢ǯȱ ȱ
Information Technology Management
a manual process to an automated process introduces £ȱ ȱ ¢ǯȱ ěȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱȱȱ¢ȱ ¢ǯȱ ȱȱȱ-‐‑ ȱȱȱȱ ȱȱǰȱȱ ȱǰȱ ȱȱȱȱǯ ȱ ȱ ȱ ȱ ȱ ęȱ ȱ ȱ £ȱ ǯȱ ȱ ęȱ ȱ ȱ -‐‑ ǰȱȱȱȱ ȱȱȱȱęȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ¢ȱ¢ȱǰȱ£ȱ must continually reevaluate their plans and reset their ǯ A primary function of a recreation organization ȱȱȱȱ¢ȱěǯȱȱȱ determining client needs, developing programs, mar-‐‑ keting program ideas, and tracking user involvement ǻȱ ȱ ǰȱ ȱ ȱ ȱ ǰȱȱ¢ȱȱȱǼǯȱȱ¢ȱ ȱȱ ȱȱȱȱȱ¢ǰȱȱ ¡ȱȱěǰȱȱȱȱ ¢ȱ ȱȱȱȃȱȄȱǻȱǰȱ¡ȱǰȱ ȱǰȱȱǰȱ ǰȱȱǰȱȱǼǯȱȱȱȱȱ ȱȱǰȱěȱȱȱǰȱȱǰȱȱȱ ¢ǰȱȱȱȱęȱȱǯȱȱ ȱ¢ȱęȱȱ¢ȱȱ Ȭȱ ȱ¢ǯ ¢ȱȱȱȱȱȱěȱȱ-‐‑ ȱ ȱ ǯȱ ¢ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ Dzȱ ȱ ȱȱǰȱ¡ȱǰȱ ȱǰȱȱȱȱȱ ȱ ¢ǯȱ Ğȱ ǰȱ ȱ ȱ ȱ £ȱ ȱ ȱ ȱ ȱ ȱ ǻ Ǽȱ because of the additional administrative time needed to ȱȱǯȱȱȱȱȱȱ ȱ ȱȱȱȱǰȱȱȱǯȱȱ ȱěȱȱȱǰȱȱ¢ȱȱ ȱȱȱȱȱȱȱǯȱ There are even options to host the service in-‐‑house, or ȱȱȱȱȱ¢ȱȱȱȱȱ ȱȱȱ ǯȱĞ ȱǰȱȱȱ-‐‑ puter use by patrons, banking fees are all considerations ȱȱȱ¢ǯ
The IT Business and Planning Team ȱȱ¢ȱȱȱȱȱ ȱǯȱ ȱȱȱȱȱȱȱ ȱȱ management supports the use of teams to solve busi-‐‑ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ęȱȱȱȱȱȱǯȱ The planning team must have an agenda that improves ȱ¢ȱĴȱȱȱȱǯȱ ȱȱȱ and recreation organization, the manager and chief ęȱĜȱǻǼȱȱȱ¡ȬĜȱȱȱ
ȱǯȱ¢ȱȱȱ¢ȱȱȱȱȱ ęȱȱȱȱ£ȱȱ¢ȱȱ ȱ ȱ ǰȱ ȱ ¢ȱ ȱ ȱ ȱ ȱǯ Another member of the team should be an IT ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ǯȱ¢ȱǰȱȱȱȱȱ-‐‑ bers of senior management from each of the operational ǰȱȱȱȱȱȱǰȱȱȱ ȱȱȱǰȱȱęȱ-‐‑ ȱ ȱȱȱȱ ȬĚ ȱȱ ǻȱ¡ȱŗŚǯŗŜǼǯ Once the team is assembled, specialists and techni-‐‑ ȱȱ¢ȱȱȱȱȱȱ ȱǰȱ ȱ¡ǰȱȱȱȱęȱȱȱȱǯȱ ȱȱȱȱȱȱȱȱȱȱȱ ¢ȱǯȱȱȱȱȱȱȱ ȱȱ-‐‑ ȱ ȱǯȱȱȱȱȱȱȱ ȱȱȱ£ǰȱȱDZ • ȱ ȱ ęȱ ǻȱ ȱ
¡¢ȱȱǼDz • ȱ Ğ ȱ ęȱ ǻȱ ȱ
¡¢ȱȱǼDz • ȱȱ¢Ȧȱǻȱȱ
¡¢ȱȱǼDz • ȱ ȱ¢ȱǻȱȱ-‐‑
¢ȱȱ ȱǼDz • ęȱ ȱ ȱ ȱ ǻȱ ȱ
ǼDz • ȱ¢ȱǻȱȱěȱȱȱ-‐‑
ȱȱȱǼDz • ȱ¢ȱǻȱȱ¢ȱǼDz • ȱ ¢ȱ ȱ ǻȱ ȱ ę-‐‑
ȱȱȱ¢ȱǼDzȱ • ȱ ȱ ǻȱ ȱ ęȱ
ȱǼǯ ¢ȱȱDZ • ȱȱȱ ȱDz • ȱ ȱ ȱ ȱ ȱ ǻǼȱ ǻ ȱ
ȱȱ¡ȱęȱ¢ǼDz • ȱȱȱȱȱȱȱ-‐‑
ȱȱȱȱ ȱDzȱ • ȱȱ ȱȱȱȱ£ȱ
ǻȱ¢ȱǼǯ ȱȱȱȱȱ ¢ȱȱȱȱȱȱ ȱȱ£ȱȱȱȱȱ¢ȱǯȱ ȱ ȱȱȱȱȱȱȱ ȱ ¢Ȭȱ ȱ ěǯȱ ȱ ȱ ȱ ȱȱ ȱěȱȱȱȱȱ-‐‑ ness and the director understands the basics of the IT ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ agencies, directors must learn more about IT in order ȱȱȱǯ
Information Technology Management
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Exhibit 14.16 Members of the IT Planning Team or
Director of park and recreation organization
ȱęȱĜ
ǻȱ¡ȱĜȱǼ ȱȱȱ ȱȱȱȱ£ ȱȱȱ ȱȱ An administrative assistant ȱęȱ Ȧȱȱ
Costs of a Growing IT Infrastructure ȱ ȱȱȱǰȱ¢ȱȱěȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ £-‐‑ tions evolve and become more computer literate, their ȱ ȱ ȱ ǯȱ ȱ ȱ ȱȱȱȱǯ For the strategic system to operate at a high level of reliability and to provide information services to ȱȱěǰȱȱDZ funds for needs analysis and design; purchase and implementation; ȱǻȱȱȬǼDz ¢ȱ ȱ ǻěǰȱ ǰȱ ǰȱ ǰȱǯǼDzȱ • ȱ ȱ ȱ ȱ -‐‑ ǯ • • • •
Connectivity, the ability to access information ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱDZȱ • ȱȱǻȱ ǼDz • ȱ Dz • ȱȱǻȱȱȱǰȱ-‐‑
ȱȱǼDzȱ • ȱȱȱȱǯ
The administrative process must have a certain ȱ ȱ £ȱ ȱ ȱ ȱ ȱ Ĝǯȱ ȱ DZ • ȱ ȱ ǻȱ ȱ ¢ȱ ȱ ȱ
ȱǼDz • ¢ȱ ȱ ǻȱ ȱ ¢ȱ
ǼDzȱ • ěȱ ȱȱȱȱǯ
řŚŖ
Managementȱȱȱȱěȱ ȱ ȱ of the park and recreation business and information ȱȱȱȱDZ • ȱ ȱ ȱ ¢ȱ ȱ ȱ
¢Ȧ£ȱ ȱDz • ȱ ȱ ȱ ¢ȱ ęȱ ȱ ȱ
ȱ ǻ£ȱ ¢ǰȱ ȱ -‐‑ opments, customer trends, computer industry ǰȱǯǼDz • ȱȱǻ¢ȱǼDz • provide special reports and respond to infor-‐‑ mation requests; and • enforce conformity or notify proper authorities ȱ¢ȱǯ
Professional and Staff Development ȱȱ ȱȱȱȱȱ£ȱȱ ěȱ¢ȱȱȱȱǯȱȱ ȱȱȱ ȱǰȱȱȱ ȱ ȱ Ȃȱ ¢ȱ ȱ ȱ ȱ ȱ ęȱ ȱ the verb to knowȱǻǰȱŗşŜşǼǯȱ ǰȱȱȱȱ ȱȱ ȱ ȱȱȱȱȱ ȱ ȱȱȱ ȱęȱȱto knowǯȱ¢ȱ ȱȱ ¢ȱ ȱ ȱȱ¢ǰȱȱȱ ¢ȱ ȱȱȱ ȱȱĚ ȱȱȱ¢ȱȱȱȱȱ-‐‑ ¢ǰȱȱȱ ȱǰȱ¢ȱȱǯȱ ȱȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ¡ȱȱȱȱ ȱȱȱȱ-‐‑ ¢ȱǰȱȱȱȱȱ ȱ ȱȱȱȱ ǰȱȱŘŖŖŜȱ¢ȱǻ ǰȱŘŖŖŝǼǯ ǰȱȱȱȱȱȱȱȱȱ recreation, park, and leisure organizations on the value of information technology remains an ever-‐‑present ǯȱȱȱȱȱ ǰȱȱȱ
Information Technology Management
Exhibit 14.17 Assets: Information Appliances Technology
ȱȱȱȱ ȱęȱ¢
ȱ
ŝřȱȱ
Desktop computer
ŜŞȱȱ
Digital camera
55 percent
ȱ
Śřȱȱȱ
Laptop computer
30 percent
ȱȱȱřȱ¢
ŘŖȱȱ
ŗřȱȱ
¢ǰȱȱǰȱȱȱȱȱ
ŗŗȱȱ
Source:ȱ ȱ ȱǭȱȱȱȱȱŘŖŖŜȱ¢ǯȱȱƽȱŚǰŖŖŗǯȱȱȱȱȱƹŘȱǯȱȱȱŘǰȱȱȱ ĴDZȦȦ ǯ ǯȦȦ ȏ ȏ¢¢ǯ
ȱ ¡ȱ ȱ ȱ ȱ ȱ ȱ ȱĜȱȱ¢ǯȱ¢Ȭęȱ-‐‑ ȱ ȱ ȱ ¢ȱ ¢ȱ ȱ ȱȱȱȱȱȱȱ ȱȃ ȱĜȱȱ ȱȱȱȱȱ-‐‑ ȱȱȱ ȱȱȱȱ-‐‑ ǵȄȱȱȱ ȱȱ DZ
ager is an integral part of the information culture, as ȱ¢ǰȱȱȱǰȱȱȱȱȱǯȱȱ culture change requires the recreation, park and leisure manager to move the management information systems ȱȱȬȱȱȱȱ¢ȱǯȱ
Information Skills ȱȱȱ ȱȱ ȱȱ ȱȱȱǯȱȱȱ ȱ ǻ¢Ȭȱ ǰȱ ȱ -‐‑ ment, brokering services, pay-‐‑for-‐‑performance, cus-‐‑ ȱȱǰȱǯǼȱȱȱȱǰȱ ¢£ǰȱȱȱȱȱęȱ-‐‑ £ȱǯȱȱȱȱȱȱȱ-‐‑ tions, there is a corresponding information skill that ěȱȱǯȱȱȱȱȱȱ ȱȱȱȱȱ ȱȱDZ
• ȱȱ¢ȱĜȯŗşȱDz • ȱ¢ȱĜȯřŚȱDzȱ • ȱ¡¢ȱĜȯŚŝȱǯ
In many cases; an even greater change is taking place—a culture change from the manager as a non-‐‑ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ information, to the manager becoming a user, collector, and interpreter of the information through graphs and ȱ ȱ ¢ȱ ǯȱ ¢Ȃȱ -‐‑
Exhibit 14.18 Paradigm Shift Related to Information Control From
To
ȱȱȱȬ
Æ
ȱȱ
ȱ
Æ
ȱ
Ȧȱȱ¢
Æ
ȱǭȱȱ
ȱȱ¢
Æ
¢ȱȱȱ
ȱȱȦ
Æ
ȱȱȱ¢ȱ¢
ȱȱȱȱ¡¢
Æ
ȱȱȱ¢
Information protecting
Æ
Information sharing
Source: ȱȱǰȱŗşşŚǯ
Information Technology Management
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Exhibit 14.19 Training Materials Study Traningmag.com 2003 Industry Report ȱ¢ȱȱ¢ȱȱȱȱȱŘŘȱ¢ȱȱȱȱȱȱȱȱȱȱ¢ȱǯǯȱ£-‐‑ ȱȱǰȱȱȱȱȱęȱȱȱŗşŞŘǯȱȱȱȱǞśŗǯřȱȱȱȱȱȱȱȱȱ¢ǰȱ ȱȱȱěȱDZ ȱ ȱ ȱ ȱ ȱ
ěȬȬȱȱ ȱ¡ȱ Ȧȱ ȱěȱȱ ȱȱ
ȱŘŗȱȱ ȱřŗȱȱ ȱȱşȱȱ ȱśȱȱ ȱŞȱ
• ¢ȱǻ¢ȱǼDz • ȱ ȱ ȱ ǻȱ ȱ ȱ
ȱ ȱ¢ǼDz • ȱȱǻȱȱȱĞ ǰȱ
ǯǯǰȱ ȱǼDz • ȱȱȱǻ ȱ ȱȱ
ȱęȱȱ ȱȱȱǼDz • ȱ ȱ ǻȱ ȱ
ȱȱȱǼDzȱ • ȱ ȱ ǻȱ ǰȱ ȱ
ǰȱȱǰȱǯǼǯ In some cases, the use of Intranet-‐‑based and Ȭȱȱěȱȱȱȱȱ-‐‑ ȱȱ¢DZ
ǰȱ ȱ ȱ ǻ Ǽǰȱ ȱ ȱ ȱ ǻǼǰȱȱǰȱȱȱȱȱȱǯȱ ȱȃȱȄȱĞȱȱȱȱȱ¢Ȭ ȱ ȱ ȱ ȱ ȱ ȯ ȱ their various multi-‐‑media components and multiple techno-‐‑tools—as a more enticing and less stressful ȱ ȱ ȱ ȱ ȱ ȱ ¡ȱ ȱ ȱ ȱ ǻ¢ȱ ǭȱ ǰȱ ŗşşśǼǯȱ ǰȱ ȱ ȱ ȱ ǻȃȱ Ȅȱ ȱ ȱ ŗşŘśȮŗşŚśǼǰȱ ȱ ¢ȱ ȱ ǻȃȱ Ȅȱ ȱ ȱ ŗşŚŜȮŗşŜŚǼǰȱ ȱ ȱ ȱ ȱ ǻȃȱȄȱȱ ȱŗşŜśȮŗşŝşǼǰȱ¢ȱȱ ȱȱȱȱȱ¡ȱ ȱȱȱ ȱȱȱȱȱȱȱ¡ȱȱ¢ȱȱ ȱȱ¢ǯȱ
• ȱ ȱ ȱ ȱ ȱ ȱ ȱ
ȱ¢ȱȱȱ Dz • reducing the cost of sending training materials
ȱȱȱȱȱȱ ¢ȱȱ¢ȱ basis; • ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ Ĵȱ ȱ ¢ȱ¢ȱ Dzȱ • ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ǰȱ ǻȱ ȱ ǰȱ Ȭȱ ȱ ǰȱ ¢ǰȱ ȱ ȱ ȱȱǼȱȱȱ¢ȱ ȱȱȱȱȱ ȱȱȱȱȱ ȱǯ The training can be made more consistent, standard, ȱȱDzȱȱȱȱěȱȱȱȬȱ ǯȱȱȱȱȱȱȱȱ-‐‑ £ȱȱȱȱȱȱǞŗǰśŖŖȱȱ¢ǰȱȱȱ ¢ȱȱȱȱȱǯ ȱ ȱ ȱ ǰȱ ¢Ȃȱ ȱ Ȧ ȯȱȱ ȱŗşŝŞȱȱŗşşŖȯȱ ȱ ȱ ȯȱȱĞȱŗşşŖȯȱ ȱ ȱȃȱȄȱȱȱȱȱȱ¡ȱȱ-‐‑ ǰȱ ȱ ǰȱ ȱ ǰȱ ǰȱ ȱ ȱ
řŚŘ
A human being should be able to change a diaper, plan an invasion, butcher a hog, conn a ship, design a build-‐‑ ǰȱ ȱȱǰȱȱǰȱȱȱ ǰȱȱ a bone, comfort the dying, take orders, give orders, ǰȱ ȱ ǰȱ ȱ ǰȱ ¢£ȱ ȱ ȱ problem, pitch manure, program a computer, cook a ¢ȱǰȱęȱĜ¢ǰȱȱ¢ǯȱ£ȱ ȱȱǯȱǻȱ ǰȱȱȱȱǰȱŗşşŚǼ
Other training-‐‑related savings can be realized ȱ ȱ ȱ ȱ ¢ȱ ȱ ¢ȱ ȱ ȱ updates, facility information, and various announce-‐‑ ments are updated each quarter and either placed on a Ȭǰȱǰȱȱȱȱȱȱǻ ȱȱ ȱ ȱǼǯ The current multimedia training budgets in cor-‐‑ ȱȱȱȱ¡ȱȱȱȱǞŗŖǰŖŖŖȱȱ ǞŜȱȱ ȱȱȱȱȱȱȱ ȱȱ ȱǞŗŖŖǰŖŖŖǯȱ ȱȱȱȱ¢ȱȱ ȱȱȱ ¢ȱȬȱȱȱȱĴǰȱ ȱȱȱȱȱ¢ȱȱȱȱȱ ȱǯȱȱ¡ȱŗŚǯŘŖǯ ȱ ȱ ȱ ǻŘŖŖşǼȱ ¢ȱ śǰŖřŚȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ
Information Technology Management
Exhibit 14.20 Top Reasons Companies Are Using Multi-media Based Training Question to the reader: Have the reasons altered over time? ȱěȱ Ȭȱȱ¢ȱ ĜȦěȱ ȱȱȱȱ ¢ȱȱȱ ȱȦȱ ȱȱ Ȧȱ ȱȱ ȱȱȱȱ
ŚŖȱȱ ŘŜȱȱ ŗŜȱȱ ŗśȱȱ ŗŚȱȱ ŗřȱȱ ŗşȱȱ ŗŖȱȱ ȱ şȱȱ ȱ Şȱȱ
Source:ȱ ǰȱȱŗśǰȱŗşşŝǯ
Training
ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱȱȱȱȱȱ¢ǯȱȱ ȱȱȱ ȱȱȱDZȱ ȱěȱȱȱȱȱǰȱȱ¢ǰȱ ȱ ǯȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ęȱ ȱ ęȯ ȱ ȱ ȱ ¢ǰȱ the participants are less likely to “zone out” and more ¢ȱȱ¢ȱȱȱȱȱ ǯ The participants in this study said that discussion groupsȱ ȱȱȱȱȱȱȱǻŚřȱȱȱ ȱ¢ȱȱȱ ¢ǼDzȱrole playingȱ ȱȱ ȱȱȱȱȱȱȱȱ ȱ ȱǻŘřȱȱȱȱǼDzȱȱ¢ȱ ȱȱȱȱȱȱȱȱŘśȱȱ¢ȱ those surveyed; and the inclusion of PowerPoint presen-‐‑ tationsȱȱȱ¢ȱ¢ȱŘśȱȱȱ ȱȱȱȱȱȱ ȱǰȱ¢ȱǰȱ and employ a message or image that related to the ǯ All three of these methods are adaptable to a tech-‐‑ nology-‐‑rich environment, through a host of technology-‐‑ ȱȱǯȱȱȱȱȱ methods used, recreation and park professionals must ȱ ȱ ȱ ȱ ȱ ěȱ ȱ ȱ ȱ Ȭȱȱȱȱ ȱȱ-‐‑ ȱǯȱȱȱȱȱȱȱȱ continuously addressed in recreation and park agencies ǻ ¡ǯ Computerworld, v. 3ǰȱŗşşŝǰȱǯȱŗŖŖǼǯȱȱȱȱ aliens, the technology-‐‑ based training can be a chal-‐‑ ȱ ǯȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ Generation, technophobia remains a real issue, despite ȱ ȱȱȱȱǻǰȱŘŖŖŜǼǯ ȱȱȱ ȱȱǻ ǰȱŘŖŖŝǼǰȱě-‐‑ ȱȱȱȱȱȱȱȱ ȱ ȱȱǯȱȱȱȱȬ-‐‑ ȱ ȱȱȱȱȱȱȱȱȱǰȱ
ȱȱŞŚȱȱȱȱȱȱȱȱ ȱ ȱȱǻŝŚȱǼȱȱȱȱǻŝŗȱ Ǽǯȱ ȱȱȱȱȱȱȱȱȱȱ groups through employment training modules designed ȱǰȱȱǰȱȱ¡Ȭȱȱȱ-‐‑ ¢ȱȱȱȱȱȱǵ ¢ǰȱ ȱ ȱ ȱ ȱ skills are less apprehensive about entering the techno-‐‑ ȱ ǯȱ ¢ǰȱ ¢ȱ ¢ȱ ȱ ȱ recreation, park, and leisure service agencies in service area positions such as landscaping, maintenance, and ȱ ǰȱ ȱ ȱ ȱ ęȱ ȱ ȱ -‐‑ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ individuals, specialized training is needed to not only address the technology skills, but in some cases, to ȱȱ¢ȱȱȱȱěȱǯ
ȱȱȱȬȱěȱȱȱȱȱ ȱ ěȱ ȱ ȱ ǯȱ Ȭȱ ȱ ȱ ȱȱěǯȱ ȱȱȱȱȱ ȱȱǻ¢ǰȱŘŖŖşDzȱĴǰȱŗşşŝǼǯ Talk to your IT department. • ȱ ȱ ȱ ȱ ȱ Ĝȱ ¢ȱ ȱ
ȱȱȱ ȱ¡ȱȱȱ Ğ ȱȱȱȱěȱȱǯ • IT can but make sure that the systems and ȱ¢ȱ¢ȱȱȱȱȱǯ • ȱȱȱ¢ȱȱȱȱȱ ȱ ȱĴȱȱ¢ȱ ǯ Choose the right medium. • ȱ ȱ ȱ ȱ ȱ ȱ ȱ Ĝ-‐‑
¢ǯ • ȱȱȱ ȱȱ ȱȱȱȱ
ȱȱȱȱ ȱȱȱȱĜ-‐‑ ¢ȱȱęǯ • ȱȱȱȱȱ¢ȱȱĞ-‐‑ ȱ ¢ȱ ȱ ȱ ǰȱ ȱ ȱȱȱȱȱȱ ȱ ȱȱȱȱȱȬȬǯ • ȱ¢ȱȱȱȱȬȱ ȱ of the technology and reduce the time for the ȱ ȱ ěȱ ȱ ȱ ȱ -‐‑ ¢ǯ ȱȱĚ¡¢ǯ • Tailor the multimedia to meet the needs of the
ȱǯ • Determine if pre-‐‑tests or assessments or post-‐‑
ȱȱȱ ȱȱ¢ȱ¢ȱ ȱȱǯ
Information Technology Management
řŚř
Make your multimedia interactive.
ȱȱȱěȱȱ¢ǯȱ
• ȱȱȱȱĴȱȱȱȱ
• ȱȱȱȱȱȱ
multimedia as interactive as possible and ȱȃȱ¢ȱǯȄ • ȱȱȱȱȱȱȱ-‐‑ ing as possible—if material is more suited to deliver by paper, then multimedia may not be ǯ
ȱDZȱǻĴDZȦȦ ǯȬ¢Ȭ ǯȦ¢Ȧǯȱ ȱ ĴDZȦȦ ǯȬǯȦȦ Ȧȏ¢ǯȱ ȱ DZȦȦ ǯ ǯȦ¢ǯ ǯǼǯ • ȱȱǻȱȱ Ǽȱȱ-‐‑ ing, interacting, and as a laboratory for discuss-‐‑ ȱȃĞȱǯȄ
ȱ¢ȱȂȱĴǯȱ • ǰȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ
ȯ¢ȱěǵȱȱȱ¢ȱǵȱ-‐‑ ȱȱȱ¢ȱ£ǵ • ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ -‐‑ media have the same level of sophistication in using technology and multimedia—provide varying levels of interaction for the varied lev-‐‑ ȱȱ¢ȱǯ • ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¡-‐‑ ǰȱ ȱ ȱ ¢ȱ ¢ȱ ȱ ȱ ¢ȱ ȱǯ
Manage the learning. • ȱ ȱ ¢ȱ Dzȱ ȱ ěȱ ȱ Ĵȱ
incentive for employees to be selected for ȱȱȱȱȱĴȱ-‐‑ trol over the content of the training and the Ĵǯ • ȱȱȱȱ¢ȱȱȱ ȱȱ ȱȱȱȱ ǯ • ȱ ȱȱȱȱȱȱȱȱ ȱǯ
Use carrot and stick approach. • ȱ¢ȱ ȱ ȱ ȱȱȱ-‐‑
• Don’t neglect pilot testing your multimedia
ȱȱ ȱȱȱǯ • ȱ ȱ ȱ ȱȱȱ¢ȱȱȱ
¢ȱȱȱȱȱȱȱǯ Aim for blended learning. • ȱȱȱ ȱȱǯ • Try to have a human tutor to address questions
or concerns if the multimedia training is not ǯ • ȱȱȱȱ ȱȱȱȱ Ȭȱ ȱ ȱ ǰȱ ȱ ¢ȱ ȱ ȱ ǻǼǰȱ ȱ ȬȬȱȱǯ
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Model, pilot, test. ȱ¢ȱȱȱȱȱȱDzȱę-‐‑ ing the system early is less costly than full scale implementation that may not meet your £Ȃȱǯ • ȱȱ¢ȱȱȱ ȱȱ¢ȱȱ-‐‑ ences and feed the information back into the Ȭȱȱȱ¢ȱȱǯ The recreation and park managers of the future ȱ ȱ ȱ ǰȱ ¢ǰȱ ȱ ȱ ȱ ȱ Ȭ ȱȱ¢ȱǯ
Information Technology Management
Resources ǰȱǯȱǻŘŖŖŜǼǯȱOlder Americans, broadband and the future of the netǯȱȱȱśǰȱŘŖŖŜǰȱȱĴDZȦȦ ǯ ǯȦȦŖŜȬŜŖŜǯ pdf ǰȱǯȱǯȱǻŗşşŘǼǯȱQuotable business: Over 2,800 funny, irreverent, and insightful quotations about corporate life.ȱ ȱDZȱȱ ǯ ǰȱ ǯȱ ǯȱ ǻŗşşŝǼǯȱ Ğȱ DZȱ ȱ Ĵǰȱ public Policy, and focusing eventsǯȱǰȱDZȱ ȱ¢ȱǯ ǰȱ ǯȱ ǻŗşşŜǰȱ Ǽǯȱ What the surveys tell us about use and information technology in higher educationȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ǰȱ ȱ ǯȱ ȱ ǰȱ DZȱ ǰȱ ǯ ¢ǰȱǯȱǻŗşşŞǼǯȱ¢ȱǭȱDZȱȱ ǯȱSchool Administration: Knowledge, Constructs and Theory.ȱǰȱ DZȱ Ȧ ȱȱ ¢ǯȱ DZȱ ĴDZȦȦ ǯǯǯ ȦȦ¡Ȧŗǯ ǰȱ ǯȱǯǰȱȱǯȱǻŘŖŖśǼǯȱIntroduction to homeland secu-‐‑ rity. DZȱȱĴ Ȭ ǯ Ĵǰȱ ǯȱ ǻŗşşśǼǯȱ ¢ȱ ȱ ȱ ȱ ¢ȱ ȱ ȁ¢ȱȂǯȱConvene, X, 10ǻŜǼǯ ȱ ȱǯȱǻŗşşŜǼǯȱThe internet and busi-‐‑ ness: A lawyer’s guide to the emerging legal issues. The ȱ ȱǯ ȱ¢ȱǻŘŖŖŚǼǯȱ¢ȱ ȱ¢ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ Şǰȱ ŘŖŖşǰȱ ȱ ĴDZȦȦ ǯ ǯ ȦĴȦŘŖŖŚȦŖǰŚŞŗŚǰşŖŞśŘǰŖŖǯ ǰȱ ǯȱǻŗşŞśǼǯȱManaging information: The challenge and the opportunity.ȱ ȱDZȱȱȱ ȱǻǼǯ ȱ ǻŗşşŝǰȱ ȱ ŗśǼǯȱ ȱ ȱ ȱ -‐‑ ȱ ȱ ȱ Ȭȱ ȱ ǯȱ Computerworld, v.31ǰȱǯřŝǰȱǯȱŚŘǯ ȱ¢ȱȱ ǰȱ ǯȱǻŘŖŖŞǼǯȱ What is a GIS? ȱȱŘŗǰȱŘŖŖŞǰȱ ĴDZȦȦ ǯǯȦȦȦȦ ȏǯ ĴDZȦȦ ǯǯȱȦȱȱȦȱȬŗŘȱȦȱȱȦ ȏǯȱ ǽȱ ȱ DZȦȦ ǯǯȦ ¢ȦȦȦȬȬȬǯǾ ǰȱ ǯȱ ǻŘŖŖřǼǯȱ Survey sees tech divide on data disastersǯȱ ȱ ȱ Şǰȱ ŘŖŖřȱ ȱ ȱ ǯȱ ȱ ĴDZȦȦ ǯǯȦŘŗŖŖȬŗŖŖşȏřȬ ŗŖŘśŗŘŗǯǵƽȏǯȱ ȱ ȱ ȱ ŗŘǰȱ ŘŖŖşȱ ȱ ĴDZȦȦ ǯ£ǯȦŘŗŖŖȬŗŖŖşȏ ŘŘȬŗřŖřŜŚǯǯ ǰȱ ǯȱ ǭȱ ǰȱ ǯȱ ǯȱ ǻŗşşŝǼǯȱȱ ¢ȱ ȱȱ ȱȱȱǯȱT H E Journalǯ ȱǰȱŗşşŝǰȱȱĴDZȦȦęǯ
ȦȦȦȏśŖŘŘȦȏŗşşŝŗŖȦȏŗŞŘŗşşŖřȦ ǵƽDzŗǯ Greenberger, M. (1971). Computers, communication, and the public interest, Baltimore: Johns Hopkins. ǰȱǯȱǻŗşŝŝǼǯȱThe lifelong learnerǯȱ ȱDZȱȱ ȱǯ
ǰȱ ǯȱ ǻŗşşŜǼǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ǯ Schole: A Journal of Leisure Studies and Recreation Education, 11ǰȱŗřřȮŗŚŗ
ǰȱ ǯȱ ǯȱ ǻŘŖŖŝǼǯȱ A typology of information and communication technology users.ȱǰȱǯǯDZȱ ȱ ȱǭȱȱȱǯȱȱ ¢ȱ śǰȱ ŘŖŖŞǰȱ ȱDZȦȦ ǯ ǯ ȦȦ ȏ ȏ¢¢ǯǯ
ǰȱ ǯȱǯȱǻŘŖŖŝǼǯȱȱDZȱȱȱȱȱ ȱ ǰȱ ȱ ŘŖŖŞǯȱ ǰȱ DZȱ ȱ ȱǭȱȱȱǯȱȱ ¢ȱ śǰȱ ŘŖŖŞǰȱ ĴDZȦȦ ǯ ǯ ȦȦ ȏǯǯǯ ȱ ¢Ȧ¢ȱ ȱ ȱ ǻŗşşŞǼǯȱȱȱȱ¢ȱȱȱȱ ǯȱǰȱDZȱǯ ȱ ¢Ȧ¢ȱ ȱ ȱ ǻŗşşŞǼǯȱ ȱ ȱ ȱ ȱ ǯȱǰȱDZȱǯ ȱ ¢Ȧ¢ȱ ȱ ȱ ǻŗşşŞǼǯȱ ȱ ȱ ¢DZȱȱ ȱ ȱ ȱĜǯȱǰȱDZȱǯ ȱ ¢Ȧ¢ȱ ȱ ȱ ǻŗşşŞǼǯȱ Ȭȱ ȱ ¢ȱ DZȱȱȱȱǯȱǰȱDZȱ ǯ ȱȱDZȱȱȱȱǯȱ ǻŘŖŖřǰȱǼȱȦȱ ȱȱ ǯȱ ȱ ȱ ŗŘǰȱ ŘŖŖŚǰȱ ȱ ĴDZȦȦ ǯ ǯȦȦǯ ȱȱDZȱȱȱȱǯȱ ǻŘŖŖŞǰȱ ǯǼȱ Ȧȱ ȱ ȱ ǯȱ ȱ ȱ ŗŘǰȱ ŘŖŖŞǰȱ ȱ ĴDZȦȦ ǯ ǯȦȦǯ
ĴǰȱǯȱǯȱǻŘŖŖŚǼǯȱSystem under stress: Homeland security and American politics. ǰȱDZȱȱǯ
ǰȱ ǯȱǻŗşşŝǰȱ¢ȱŗşǼǯȱȱȱȱǯȱȱ ǯȱComputerworld, 31ǰȱǻŘŖǼǰȱśşǯ ǰȱ ǯǰȱǭȱǰȱǯȱǻŗşşŚǼǯȱThe Internet for dummies (2nd ed.).ȱȱ¢ǰȱDZȱ ȱȱ ǯ ǰȱ ǯȱ ǯȱ ǻŗşşŝǼǯȱ ȱ ¢ȱ ǰȱ Computerworld OnlineǰȱǯȱŘŝǰȱŗşşŝǯȱȱȱ ȱŞǰȱŘŖŖşǰȱȱĴDZȦȦ Řǯ ǯ ȦȦşŜşŝǯȦȦşŝŗŖŘŝȏŗ ǰȱ ȱǯȱ ǯȱǻŗşşŜǼǯȱȱDZȱȱ-‐‑ ȱ ȱ ȱ ȱ ȱ ǯȱ ǰȱ DZȱ ȱ ¢Ȧ¢ȱ ȱ ǯ
Information Technology Management
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ǰȱǯȱǯǰȱǭȱǰȱǯȱǯȱǻŗşşŝǼǯȱȱ¢ȱ ȱȱ ȱȱȱǯȱTechnological Horizons in Education, 24ǰȱǻřǼǰȱśŖȮśŘǯ ǰȱ ȱ ǯȱ ǻǯǼȱ ǻŘŖŖśǼǯȱ Homeland secu-‐‑ rity law and policy. ęǰȱ DZȱ ȱ ǯȱ ǯ Ȃ¢ǰȱ ǯȱ ǻŗşşŝǼǯȱ Beyond maps: GIS and deci-‐‑ sion making in local government.ȱ ǰȱ DZȱ ȱ ¢Ȧ¢ȱ ȱ ǯ ǰȱǯȱǻŗşşŜǼǯȱManager’s guide to purchasing an information system.ȱǰȱDZȱ ȱ ¢Ȧ¢ȱȱǯ ǰȱǯȱȱǰȱ ǯȱǻŘŖŖşǼǯȱ¢ȱȱ DZȱȱȱȱȱěǯȱȱ ¢ȱ ŗŘǰȱ ŘŖŖşǰȱ ȱ DZȦȦ ǯ ǯȦȦȏ¢ȦȦřŚ ŘŗśŝŜŚřŝşŖŖŘŝŚŚśŞǯ ¢ǰȱǯǰȱǭȱǰȱǯȱǻŗşşśǼǯȱȱȱȱ-‐‑ ing needs in the use of distance education for ǯȱ International Journal of Educational Telecommunications, 1ǻŗǼǰȱśȮŘŘǯȱȱȱ ŗśǰȱŘŖŖŞǰȱȱĴDZȦȦǯǯȦDž¢Ȧ ȦȦ¡ǯ ǰȱ ǯȱǻŗşŜşǼǯȱȱ£ȱȱȱ-‐‑ Ȭȱ ǯȱ ȱ ȱ ŗŞǰȱ ŘŖŖşǰȱ ȱĴDZȦȦǯ¢ǯǯȦ ȦȦ ǯǵƽȦ¡ŖŖŖśśȦĚŖŚŗŝŞȦŖŖŖŘȦŖŖŖŗȦ ¢ǰȱǯǯȱǻǯǯǼǯȱȱ¢ȱȱȱȱ ȱȱȱȱ¢ǯȱȱ ȱŞǰȱŘŖŖş ȱĴDZȦȦǯǯȦ ȦȦȦ ȦŘŖȬŘŖ ŘŖ¢ŘŖŘŖ ŘŖŘŖŘŖŘŖŘŖ
ǯ ¢ǰȱǯȱǻŘŖŖşǼǯȱMultimedia training: Top 10 tips for man-‐‑ agersǯȱȱȱŘŞǰȱŘŖŖşǰȱȱĴDZȦȦ ǯ ǯȦȬȬǯ
řŚŜ
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ǰȱ ȱ ¢ȱ ȱ ȱ ȱ ĴDZȦȦ ǯ ǯȦȦŘŗȬ¢ǯ html ǻŘŖŖřǼǯȱWhat you should knowǯȱȱȱȱ ŗŝǰȱŘŖŖřȱȱȱĞǰȱ¢ȱȱ¢ȱ ȱ DZȱ DZȦȦ ǯǯȦ¢Ȧ ǯ¡ řȱ ¢ȱȱȱȱ¢ȱ¢ȱȱǯȱǻŘŖŖřǼǯ ȱ ȱ Řşǰȱ ŘŖŖŚǰȱ ȱ ĴDZȦȦ ǯ ĞǯȦ¢ȦȦǯ¡ǯ
Information Technology Management
Authors, Consultants, and Contributors ǯȱȱǯȱ¢ȱȱȱȱȱȱȱȱȱȱȱȱ¢ǯȱȱȱ ȱȱ¢ȱȱ ȱȱȱǰȱȱȱȱ¢ǰȱŘŖŖşDzȱȱȂȱ ȱȱ ǰȱŘŖŖşDzȱȱȱȂȱȱȱȱȱǰȱŘŖŖşǯȱȱȱȱ ȱȱȱȱDzȱȱȱȱȱȱȱȱ¢Dzȱȱȱȱ ȱȱ ȱ ǯȱȱȱȱȱ¢ȱȱȱ¢ȱȱȱȱȱȱȱȱȱ ȱȱȱŗŖȱ¢ȱȱȱȱ¢ȱȱȱǯȱȱȱȱȱȱȱȱ-‐‑ ¢ȱȱȱȱȱȱȦȬ ȱȱȱȱȱȱȱȱǯ Donna Goldstein ȱȱȱȱȱȱ ȱ¢ȱȱȱŘśȱ¢ǯȱȱȱȱ ȱȱȱȱ ȱ ¢ȱ ǰȱ ǰȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ¢ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ¢ȱǯȱȱȱȱȱȱ ȱ¢ ȱ¢ȱ£ȱěǰȱȱȱ ȱ¢ȱȱȱȱ ȱ¢ǰȱȱ¢ȱǰȱȱȱ¢ǯȱȱȱȱȱ ȱ ¢ȱȱȱȱȱŗŝȱȱȱ¢ȱȱȱȱȱǯȱ ȱ ǰȱȱȱȱęȱȱ ȱ¢ȱȱȱǯȱȱȱȱȱ¢ȱ-‐‑ ȱȱȱ¢ȂȱȱȱȱĞȱȱ¢ȱȱȱ ȱ¢ǯȱȱȱȱȱ ȱȱ¡¢ȱȱȱȱȱȱ ȱ ȱȱȱȱ¢Ȃȱ ȱ£ȱ¢ǯȱ ȱ ȱȱ ȱ ȱȱȱȱȱȱȱȱĴDZȦȦ ǯ¢ǯȦ ǵƽȏŖŜŚǯ ¢ȱ ȱȱȬȱȱȱȱĜȱȱȱȱȱȱȱȱȱȱȱȱ ȱǯȱ ȱȱ¢ȱȱȱȱȱ ȱȱ Ȧȱ¢ȱ ȱ ȱ¢ǯȱ ȱ ȱȱȱȱ¢ȱȱȱȱȱǰȱǰȱǰȱȱ ¢ȱǯȱȱȱȱȱ¢ǰȱȱȱȱȱȱȱ ȱ¢ǰȱȂȱȱ ȱ ǰȱ¢ȱǰȱȱȱȱȱȱȱȱȱǰȱǰȱȱȱ ǯ
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ȱȱ ȱȱǰȱȱȱ¡ȱDZ ¢ȱǰȱȱȱǰȱ¢ȱȱǰȱĴȱ ǯȱȱ¢ǰȱȱȱ¢ ǯȱ ¢ȱǰȱ¢ȱȱ¢ ǯȱ¢ȱ ǰȱȱȱ¢ǰȱȱ ȱǰȱ ȱ¢
Information Technology Management
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