Information Technology Management 14

Home , Alpha Digital, Information technology, Technology management

Valerie Bryan Practitioner Consultants Florida Atlantic University Layne Young Business Relationship Manager Indianapolis, IN

Donna Goldstein GIS Coordinator Palm Beach County School District

Information Technology is a fundamental force in • IT as a management tool; reshaping organizations by applying investment in • understanding IT infrastructure; and computing and communications to promote competi- • ȱǯ tive advantage, customer service, and other strategic ęǯȱǻȱǯȱǰȱŗşşŚǼ ȱȱ ȱ¢ȱȱȱ¢ǰȱȱ¢Ȃȱ not part of the steamroller, you’re part of the road. ǻ ȱǼ ȱ ¢ȱ ȱ ȱ ęȱ ȱ ȱ ¢ǯȱȱȱȱȱ ȱȱ ȱ- ¢ȱȱȱȱȱǯȱ ǰȱ What is IT? because technology changes so rapidly, park and recreation managers must stay updated on both technological A goal of management is to provide the right tools for ȱȱȱȱǯ ěȱ ȱ ě¢ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱ ȱȱȱǰȱȱǰȱ ȱȱȱȱȱȱǯȱȱȱȱ ǰȱȱȱȱ ȱȱ¡ȱȱȱȱ recreation organization may be comprised of many of terms crucial for understanding the impact of tech- ȱȱȱȱǯȱȱ ¢ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ - ȱȱęȱȱȱ¢ȱȱȱȱ ¢ȱǻ Ǽȱȱȱȱ¢ȱ ȱȱȱȱ ǰȱ ȱ ȱ ȬȬ ȱ ȱ ȱ ȱȱǯȱȱȱȱȱ ¢ȱȱǯȱȱ ȱȱȱȱ ȱȱ¡ȱȱȱȱȱǻǰȱŗşŞśǼǯȱ ȱȱȱȱȱȱĞȱȱȱȱ ǻȱ¡ȱŗŚǯŗȱ Ǽǯ ě¢ȱȱȱȱǯ Information technology is an umbrella term Details concerning the technical terms used in this that covers a vast array of computer disciplines that ȱȱȱȱȱȱȬȬęȱ ȱȱ permit organizations to manage their information ǰȱ ȱ ȱ ȱ Ȭȱ ¢ȱ ǯȱ¢ǰȱȱ¢ȱȱȱ ȱȱ ǯȱȱȱȱȱȬȱ¢ȱ a fundamental force in reshaping organizations by applying ȱȱ ȱȱ ȱ¢ȱȱȱȱ investment in computing and communications to promote ȱȱ¢ǯȱ ȱȱȱȱ ȱȱ competitive advantage, customer service, and other strategic ȱ ǻȱ ȱ ŗŚȬŗȱ ęȱ ȱ Ǳȱ ęȱǻǰȱŗşşŚǰȱǯȱřǼǯ ȱ Ǽǯ ȱ¢ȱǻ Ǽȱȱȱȱȱ ȱȱȱęȱȱȱ¢ȱȱ ȱ¢ǯȱȱȱȱȱ ȱȱ ȱȱ ȱȱȱȱ ȱ¢ȱ ȱȱǯȱ ȱ¢ǰȱ ȱȱ ȱǱ ȱȱȱȱǯȱ ȱȱȱȱǯȱ It lets people learn things they didn’t think they could • ȱȱȱ¢ǵ ȱǰȱȱǰȱȱȱǰȱȱȱȱȱǯȱ • the manager’s responsibilities; ǻȱǰȱȱ¡ȱĜȱȱĞǰȱȱ • information resources; ǷȱǯȱȱȱřŗǰȱŘŖŖŞǰȱ • disaster recovery and business continuity; 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 ǰȱŗşŞśǯȱȱȱ ȱȱȱȱȱȱȱ ȱǱȱĴǱȦȦ ǯĴǯȦ¢Ȧ ¢Ȧ ĴǱȦȦ ǯ¢ǯȦȦ ¢ȦȦǯ¡ȱ ĴǱȦȦ ǯǯǯǯȦȏ¢Ȧȏ¢ȏǯȱ ĴǱȦȦ ǯǯȦǅřŘŚȦǯ

Evolution of IT Management This model required a pool of technically skilled IT ǯȱ¢ǰȱȱȱǰȱȱȱȱ ȱ ȱȱȱ ȱȱȱȱȱ£- introduced to get more accurate and timely informa- ȱǯȱȱĴȱȱ ȱȱȱ ǯȱȱ¢ȱȱȱȱȱȱȱ- IT today, it is necessary to look at the three previous eras ȱȱ ȱȱȱ¢ȱǯȱ ȱ ȱǱȱȱȱǻǼǰȱȱ ȱȱ ȱȱȱ Ǳ ȱ ¢ȱ ǻ Ǽǰȱ ȱ ȱ ȱ • blank registrations forms are distributed; ǻ Ǽǯȱȱȱȱ ȱ£ȱ¢ȱȱȱȱ • completed registration forms are received by ȱ¡ȱ ȱǰȱȱȱȱȱȱ the recreation business unit; ȱ ȱȱȱ¢ȱȱȱ • forms are batched, by day or center, and taken ȱȱȱ ȱ¢ȱǯȱ to data processing; • forms are entered and an “edit report” is cre- The Data Processing Era ȱ ȱȱǲ • ȱȱȱȱ ȱȱȱ ȱ ȱ ŗşŜŖȱ ȱ ŗşŝŖǰȱ ȱ ȱ ȱ ȱ ȱȱȱǲ organized into a special division called data processing, • data processing is advised of any changes to ěȱ¢ȱȱȱȱȱȱȱǯȱ the batch, and if needed another edit report is These divisions usually serviced the entire organiza- created and the batch is reconciled again; and ȯȱ ǰȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ • ȱȱȱȱęǰȱȱȱȱ ȱ ȱȱǯȱȱȱȱȱ ȱȱȱȱȱęȱȱȱȱ ȱȱȱȱǯȱǻȱȱ periodic report is issued to the recreation busi- ŗŚȬŘȱȱȱȱȱȱǼǱ ȱǯ ŗǯ ȱ¢Ǳȱ¢ȬȬ¢ȱȱȱ¢ǲ Řǯ Ǳȱ ¢ȬȬ¢ȱ ǰȱ ȱ ȱȱǰȱȱȱȱěȱȱ ȱǰȱǰȱǯǲȱ ȱȱ¢ȱȱ¢ǰȱȱę- řǯ Ǳȱ Ğ ȱ ǰȱ - ȱȱȱ¢ȱ¢ȱǰȱȱȱ ¢ȱȱȱȱ ǰȱȱǯ ¢ȱȱȱȱ¢ǯ This model is a centralized method of managing The data processing modelȱ ȱĜȱǱ ǯȱȱ ȱ ȱ ȱ ȱ ȱ £ȱ ŗǯ ȱȱ ȱ£ȱȱȱ ȱȱǯȱ ȱȱȱǰȱȱ ¢ȱȱěǲ ǰȱȱȱ ȱȱȱȱęȱ- Řǯ ȱ ȱ ȱ ȱ ȱ ¢ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ programmed to capture the requirements of ȱȱȱǰȱȱȱǯȱȱȱȱ the business units; and ǻ¢ȱȱęȱĜǼȱȱȱȱȱ řǯ ȱ¢ȱ ȱȱ¢ȱȱǯ ȱ ǯȱȱ Ĵȱ ȱ ȱ ȱ ȱ ¢ȱ

306 Information Technology Management ¢ ȱ ȱ ȱ ȱ ȦȬĜȱ ȱȱȱ ȱȱȱ ȱȱȱ ȱȱȱȱǯȱȱȱȱ ȱȱȱȱȱȱǯȱȱȱ ȱȱȱȱǯ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ěȬȬ ȱ ȱǰȱȱȱȱ ȱȱȱ ȱȱȱǻȬǰȱ ȱǰȱ ǯȱȱȱ ȱȱ ȱȱǰȱ- ǰȱȱȱǼȱ ȱȱȱȱ ȱ ȱ£ǯȱȱȱȱȱȱȱ Ĝȱ ǯȱ ȱ ȱ ǰȱ ȱ ȱ ȱȱȱ ȱȱȱ ȱȱȱȱ ȱȱ¡Ǳ ¢ȱȱȱȱȱǯȱ¡ȱȱ • ȱǱȱȱȱ- very frustrated and created a business need for smaller, ȱǻǯǯǰȱǼǲ Ȭěȱ ǯȱ ȱ ȱ ȱ ȱ • ȱ Ǳȱ £Ȭ- ȱȱȱȱȱȱǯ ęȱȱǻǯǯǰȱ¢ȱǼǲȱ • ȱ Ǳȱ Ĝȱ ȱ ǻǯǯǰȱ Management Information Systems Era ȱǼǯ ȱ ȱ ŗşŞŖǰȱ ȱ ȱ ȱ ¡ȱ ȱ ȱ ȱ ȱ ȱ ¡ȱ ȱ ȱ helped managers place terminals on their desks to ȱ ȱȱȱȱȱȱ- ȱ¢ȱǯȱȱĞȱȱȱȱ ǯȱ ȱ ȱ Ĵȱ ȱ ȱ ¢ȱ ȱ ȱ direct access to information changed the emphasis ȱȱȱǯȱȱ ȱȱȱ ȱǯȱȱȱȱ ȱȱ ȱĞ ȱȱȱ£ȱȱȱȱ- ȱ ȱ ȱ ȱ ¢ȱ ǻ Ǽǯȱ ǻȱ ȱȱȱȱǯȱ ǰȱ ȱŗŚȬřȱȱȱȱ ȱǯǼ ¡ȱȱȱ ȱȱȱȱȱ ȱ ȱȱȱĞȱȱȱȬ- ¢ȱȱȱȱȱǯȱȱȱȱ ȱ¢ȱȱȱȱ¢ǯȱ ȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱ¢ȱȱ ȱȱȱǰȱ ȱěȱȱȱ ȱȱ ȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱȱȱȱȱȱ¡ǰȱ entry, directly into the mini or mainframe computer; ȱ ȱěȱ ȱȱȱȱǰȱȱȱ ǰȱ ȱ ȱ ȱ ¢ǰȱ ȱ ȱ ȱȱǯ ¢ȱȱȱȱ ȱȱȱǯȱȱȱěȱ ȱȱ ȱ ȱȱ ȱǰȱǰȱ Information Services Era ǰȱȱȱěȱȱȱȱȱȱ ȱȱȱȱǯ ȱ ȱ ¢ȱ ŘŖŖŖǰȱ ȱ ȱ ȱ ȱȱȱȱĴȱȬ- ȱȱ ȱȱȱȱȱȱ ȱǻȱǼȱȱȱȂȱ ȱ ȱ ȱ ¢ȱ ǰȱ ȱ ȱ ȱ control of computing from centralized management to ȱȱǯȱȱŘ ȱȱȱ £ǯȱȱȱȱȱȱ- ȱȱȱ¢ȱǯȱȱ ments began hiring IT professionals to operate the com- ȱ ȱȱȱȱȱȱȱȱ ȱȱ ȱǯȱ¢ȱȱȱȱ ȱȱȱ¢ǯȱȱȱȱǰȱȱ ȱȱ ȱȱȱǰȱ¢ȱȱęȱĜǯȱ non-event, only because companies and government ȱȱǰȱȱ ȱȱȱȱ¢ȱ ȱ ȱ ȱ ȱ ¢ǰȱ ǰȱ ȱ ȱ and city managers to put the responsibility of managing ȱȱȱȱȱǯȱȱ- ȱȱȱȱȱȱȱǯȱȱ ȱ ȱ ǻȱ ȱ ǰȱ ¢Ȭȱȱȱȱ ȱȱȱȱ ȱǰȱǰȱȱǰȱȱ began looking for a computer solution that supported Ǽȱȱ ȱȱȱȱ ȱ ȱǯȱȱȱȱȱȱ¢ȱ ȱǻ ǼǯȱȱȱĞȱȱȱȱȱ ȱȱȱȱȱȱȱȱǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱ ȱȱȱĴȱȱ ȱȱȱȬȱǯȱ¢ȱ ȱǰȱȱȱ¢ȱȱȱ ȱȱȱȱȱ ȱȱȱȱȱȱȱĜȱǻ Ǽȱ ȱȱȱ¢ǯ ȱȦȱȱǯȱȱȱȱȱ ȱȱ ȱŗşşŖȱȱȱȱȱǻǼȱ introduction of standards as a part of managing technol- ȱȱȱǯȱěȱ¢ȱȱȱȱȱ ogy costs, including standards for personal computers, ȱȱȱȱ ȱȱȱȱ Ȭǰȱ ȱȱȱȱǯ ȱȱȱȱ£ȱȱȱ ȱ¡ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ - ȱȱǯȱ ȱȱȱȱ- ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱȱȱȱȱȱȱǯȱȱ ȱǰȱȱȱȱ¡ȱȱ ȱ ¢ȱ ŗşşŖǰȱ ȱ ȱ ȱ ȱ ě¢ǯȱȱęȱ ȱǻȱȱȱȬ

Information Technology Management řŖŝ ǰȱ ȱĞ ǰȱǯǼȱȱȱȬȱǰȱ ȱęȱȱȱ¢ǯȱȱȱȱ ȱȱ¢ȱȱȱ ȱȱȱ- a real business need to change IT, park and recreation ȱȱȱǯȱȱȱȱȱ ȱȱȱȱȱȱȱȱǯȱ ¢ȱ ȱȱȱǰȱȱȱȱ ȱ ȱȱěȱȱȱȱȱȱȱ ȱ¢ȱȱȱȱǯ ǰȱȱȱȱȱǯ Telecommunications became another service ȱ ¢ȱ ȱ ǯȱ ¢ȱ ȱ ȱ ȱ ȱȱȱ ǰȱȱ ȱȱȱȱ Why IT? ǯȱĜȱȱ¢ȱȱȱȱ ȱȱȱȱǯȱȱȱȱȱ ȱȱȱ¢ȱȱȱ- ǰȱȱȱȱǯ ogy to make management decisions is the ultimate goal ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ǯȱ ȱ ǯȱ¢ȱȱȱȱ ȱȱȱ- technology management is a means to make the con- ȱȱ ȱĴȱȱȱȱ¢ȱ ȱ ȱȱȱȱȱȱȱ ěǯȱȱȱȱ¡¢ȱȱȱȱȱ ȱȱǰȱ ȱȱȱȱȱȱ ȱȱȱ ȱȱȱȱ¢ȱ ǰȱ¢ǰȱ¢ǰȱȱȱȱǯȱ ȱ ȱȱȱǯȱȱȱȃȄȱ ȱ ¢ȱȱȱǰȱȱ ȱȱ ȱȱȱȱȱȱ ȱȱ ȱǰȱȱȃȬȄȱȱȱ£ǯ ȱȱȱȱ ǯȱ ȱ ȱȱȱ- age the enterprise and provide and enforce standards IT Solves Business Problems ȱȱǯ ȱȱȱȱȱǰȱȱȱĴȱȱ Information Technology Era ȱ ǯȱȱ¢ȱȱȱȱ- surement of service delivery and the consequential ȱ ȱ ȱ ȱ ¢ȱ ŘŖŘŖǰȱ ȱ ȱ ȱ - ¢ȱȱ ȱȱȱǯȱ ȱ- reation manager is going to have many choices about ¢ȱ ȱȱȱĴȱǯȱ ȱ ȱȱ ȱȱȱǯȱȱȱ¢ȱȱ ȱ¢ȱȱǯȱ ȱ ȱȱȱ ȱ¢ȱȱȱȱȱȱ¢ȱ ȱ ȱ ȱȱȱěȱ ¢ǰȱȱȱȱ ȱȱǯȱȱȱȱĚȱ ȱȱ ȱȬȱǯȱ ȱȱȱȱ ȱ sorts of communication, entertainment, and informa- Ĝȱ ȱ ǰȱ ȱ ǯȱ ȱ - ȱȱȱȱȱȱȱȱĴȱȱȱ ager must learn to frame information requests so as ȱǯȱȱȱȱȱȱ¢ǯȱ ǰȱ ȱȱȱǯȱǻȱȱȱ this is the information technology eraǯȱ ȱȱȱȱ ȱ ǰȱ ǯǼ ȱȱ¡ȱȱȱȱȱ- ȱȱȱȱ¡ȱȱǯ IT Increases Personal Productivity The focus of IT is to assist departments in becoming ¢ȱ¢ǰȱȱȱĜȱȱȱȱ- ȱȱ¢ȱȱ¢ȱȱȱȱȱȱȱ¢- ȱǯȱȱȱȱ¢ȱȱȱȱ¢ȱȱ ȱ ȱ ¢ȱ ȱ ¢ǯȱ ȱ ȱ ȱ ȱȱȱ ȱǱ ȱ ȱ ȱ ǯȱ ȱ ȱ ¢ȱ ȱ manufactured today has a keypad, keyboard, or set of • data processing—the business process is key, Ĵȱȱȱǯȱȱ ȱȱȱȱȱ systems must enhance the process; ȱȱȱ¢ȱȱȱȱǯȱĴȱ • ȯȱȱȱȱȱ- ȱȱ ȱȱȱȱĴȱȱȱȱȱǯȱ mation, not IT people; ȱȱȱȱȱȱȱȱȱ • ȯȱȱ£ǰȱ- ȱȱȱȱȱ¢ǯȱȱ tion is strategic; and ȱȱȱȱȱǯ • IT—many technologies, using the right tech- ȱȱȱȱ ȱȱ ȱǻ Ǽȱ ¢ȱȱȱȱǯ ȱȱȱȱȱȱȱȱȱǯȱ ȱȱ ǵȱ ȱȱȱ¢ǰȱǰȱǰȱ ȱ ȱ ǻȱ ȱ ȱ Ǽȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ Ȭȱ ȱ ¢ǯȱ ȱ¢ǯȱ ȱȱȱǰȱȱȱ ȱȱȱȱȱ ǰȱȱ ȱȱȱȱ simply looks at the screen and selects the options that been added to IT, and that is security, protecting informa- ȱ ǯȱ Ğ ȱ ȱ ȱ Ĵȱ ȱ ǯȱ ȱȱȱȱȱȱȱȱȱ ȱ help on-screen in the computer program, instead of in management because not all departments have achieved ǰȱȱǯȱȱȱȱǰȱ ȱȱȱ¢ǯȱȱȱȱȱȱ ¢ȱ¢ȱȱȱ ȱĴǯȱȱȱȱ£ȱ

řŖŞ Information Technology Management Ĝ¢ȱȱȱ£ȱȱȱȱ- ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱǯ ǰȱ ǰȱ ȱ ȱ ǯȱ ¢ǰȱ ȱȱȱȱ ȱȱǯ ȃ ȱ ȱ Ȃȱ ȱ ȱ ǵȄȱ ȱ £- Ȃȱȱȱȱȱ ȱȱȱǯȱ ȱ ȱȱȱȱȱ ȱȱȱ Organizations that align their information resources ¢ȱ ȱȱ¢ȱȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱȱǯȱ ȱȱȱȱȱ¢ȱ ȱǯȱ Řŗstȱ¢ǯȱȱȱȱ£ȱȱȱ ǻȱǯȱ ǰȱŗşşŝǼ ȱȱȱ ȱǯȱȱȱȱȱ Any information resources are available to the small ¢ǯȱ ȱȱȱȱ¢ȱȱ¡ǰȱ ȱȱ ȱȱȱȱȱȱȱȱ managers, supervisors, and functional personnel do ǯȱ ȱȱ ȱȱȱȱȱȱȱ not embrace it, and change their system of service ǰȱǰȱȱ¢ǯȱȱȱ ¢ǯ ȱȱȱȱȱ ȱȱȱ- ȱȱȱȱ¢ ȱȱȱ- ȱȱȱȱǰȱ ȱ¢ȱ¢ȱ nization, but to be successful, it must be embraced from ȱȱȱǯ ȱǯȱ ȱȱ ȱȬȬȱ ȱȱ ȱȱȱȱ£ǯȱ ȱȱȱ- ȱ ȱ Ĵȱ ȱ ȱ ȱ ȱ ȱ ȱ The Manager and IT ǯȱȱȱȱȱȱȱȱ ȱǰȱ ȱ¢ȱȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ¢ȱȱȱȱęǯȱȱ ǰȱȱǰȱȱęȱȱȱȱ ȱ ȱ ȱ Ĵȱ ȱ ǰȱ ę¢ǰȱ organization, so are they responsible and accountable for ȱȱȱȱȱȱȱ¢ǯȱ ȱȱ ȱȱǯȱȱȱȱȱȱȱ responsibility for IT is delegated to another level in the ȱ¢ȱȱȱȱ ǯȱ ǰȱȱ £ǰȱ ȱ ȱ ȱ ȱ ¡ȱ ȱ ǰȱ ȱȱ ȱȱ¢ȱ ȱȱ ȱȱ ȱȱȱȱȱȱ strategic importance of IT and subsequently allocating ȱ ¢ȱ ȱ ¢ȱ ȱ Ĵȱ ȱ ȱȱ¢ȱȱȱȱ¢ǯȱȱȱ ǯ direction of an IT resource is the ultimate responsibility ȱ ȱ ȱ ǯȱ ȱ ȱ ȱȱ£ȱȱȱǯȱȱȱȱȱ ȱȱ ǵȱ ȱ¢ȱȱȱȱǵȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ - ȱȱȱȱȱȱȱ¢ȱȱ tion culture change requires the manager to make all ȱ¢ȱȱȱǯȱȱȱȱȱǰȱ¢ȱȱ departmental information electronically accessible for ¢ȱȱȱȱȱȱǯȱȱ Ĝ¢ǰȱ¢ȱǰȱ ǰȱȱȬǯ ȱ ȱȱȱ£ȱȱȱȱ- There are three basic IT management scenarios for ǰȱȱȱȱȱǰȱȃȱ ȱȱȱ ȱȱǯ ȱ¢ȱȱǵȱȱ ȱȱȱȱ ŗǯ IT as a core service—a park district is the best ȱȱȱȱȱǵȄȱȱ ȱȱǰȱ ¡ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱĴȱȱȱȱ ȱ the operations, management, and information ȃǰȄȱȱȱ¢ȱȱȱęȱ ǲȱȱȱȱȱȱ ȱȱ information, service performance data, and marketing district report to the director, the director is ȱǯȱȱȱȱȱ£- accountable to the park board, and IT decisions tion is that departmental information is leveraged for are part of the business; ȱȬǯ Řǯ IT as a required support service—many ȱ ȱ ¢ȱȱȱěȱ ȱȱȱȱ municipal and county governments require ȱ ěȱ ȱ ȱ ȱ ǯȱ ȱ ¢ȬȬ¢ȱ ȱ ȱ ȱ ȱ ȱ ęǰȱ ȱ¢ȱȱȱȱȱǯȱ purchasing, human resource and IT services; These individuals understand the requirements of pro- there are many variations of this model, and viding good service and are very skeptical about doing all involve a cost recovery process to support ȱ¢ȱȱȱȱȱȱęǯȱȱ the services; and ȱǯȱȱȱȱěȱȱȱȱ řǯ IT as an elected service—many private rec- administrative tasks, the more service delivery can be ȱ ǰȱ Ȧȱ ǰȱ £ǯȱȱȱȱ ȱȱȱ ȱȱǻǼȱȱȂȱȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ - a fully deployed IT resource; they purchase ȱȱěȱȱȱȱȱȱ the equipment they need, and seek IT service provide important information for operations, man- ȱȱȱǯ ǰȱ ȱ Ȭǯȱ ȱ ȱ ȱ

Information Technology Management řŖş managers to identify systems that are redundant and Appropriate records on individual participants Ĝȱȱȱȱǰȱȱ- and groups should be maintained in a form that lends ȱȱ ȱȱȱȱ¢ǯ itself to summarization and provides useful informa- An organization may need to be reorganized to ǯȱ¡ȱȱȱȱȱȱ Ěȱȱ ȱ ¢ȱȱǯȱ ȱȱȱȱȱȱȱ receiving services; number of participants registered; ȱȱȱȱȱȱǱ ȱȱȱȱǲȱĴǲȱ- ȱȱȱȱȱȱ ȱȱȱ- • develop the guidelines for making decisions stituency, including age, gender, cultural background, ȱ ȱȱ ȱȱȱȱȱȱ- marital status, educational level, occupation, length of ȱ ȱ ¢ȱ ȱ ǰȱ ȱ ȱ ¢ǲȱ ȱ ěȱ ȱ ȱ ȱ - personnel, system redesign, upgrades, and ȱ ȱǰȱȱȱȱȱę¢ǰȱ development of design; ȱȱ ȱǰȱȱȱȱĴȱȱ • create a uniform information infrastructure ȱȱ¡ǰȱǯ ȱ £ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ - databases, information policies, methods, pro- loads, determine personnel and other resource needs, cedures, and practices; ȱȱǯȱ¡ȱȱȱȱȱ- • ȱȱȱǲ ȱĴǰȱȱȱȱǰȱ • ęȱ ȱ ȱ ȱ ȱ ȱ - ȱǰȱȱȱȱǯ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ users, and as an integral player in the business Ěȱ ȱ ȱ ȱ ȱ ȱ ǯȱȱ model; and records and reports should conform to uniform and • ęȱȱȱ¢ȱȱȱȱ current methods of maintaining records and reporting ȱȱȱȱȱȱȱ- ȱȱ¢ȱȱȱȱȱȱȱ ȱȱ ȱ¢ǯ ȱęǰȱȱȱȱȱ¢ȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ - Information Resources ȱ£ǯ ¢ȱȱȱȱȱȱ- An organization’s information resources are character- £ȱȱ ȱȱ¢ȱȱȱȱ £ȱ¢ȱȱȱȱ¢ȱȱǯ ȱȱȱȱȱȱȱȱǯȱ ȱĴȱ¢ȱȱȱȱȱǯȱ Sources ȱȱȱȱȱȱȱǰȱ same month during the previous year, and year-to-date, ¢ȱ £ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱȱȱȱȱǯȱȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ monthly report may also permit the heads of organi- ȱȱȱǰȱęǰȱȱȯȱ £ȱȱȱ¢ȱȱȱȱȱȱ paper and electronic—that an organization creates ȱȱ¡ȱǯȱǰȱȱȱȱ¢ȱȱȱ ȱȱȱȱȱȱȱȱǯȱ ¢ȱ ȱ ȱ ¢ȱ ǯȱ ȱ ȱ ȱ ¢ȱȱȱȱȱȱgovernanceǱȱȱ provide comparative data and statistics and account for of incorporation, charter, or enabling legislation of ȱȱȱȱ£ǯ ȱ£ǯȱȱȱȱȱȱȱbest practice of management, ȱ ȱȱȱȱ- Information Types ȱȱȱ¡ǯȱȱȱ resources are created as a result of the professional dis- ȱȱȱȱȱȱǰȱ cipline or historical practice.ȱǻȱ ȱȱȱȱȱ personal information, operational information, admin- the information resources that commonly originate as ȱǰȱȱȱǯ ǰȱęǰȱȱǰȱȱȱȱ ȱȱŗŚȬŚǯǼ Personal Information Personal information in IT language addresses all items Administrative and Service ȱ¢ȱȱȱȱȱ¢ȱȱǯȱ Statistics/Information ȱȱȱȱǻȬǼǰȱȱȱǻȬǼǰȱ Organizations should maintain appropriate service sta- ¡ǰȱǰȱĴǰȱ ȱǻęǼǰȱȱ- tistics in order to plan, interpret, and evaluate park and ǰȱȱȱǻǼǯȱȱ- ȱȱȱǯȱȱȱ ȱȱȱȱ¢ȱȱĜȱȱȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ǻ ȱ ǰȱ ǰȱ ȱ ǰȱ ȱȱȱȱȱȱ£ǯ ȱ ȱ Ǽǯȱ ȱ ȱ ȱ ȱ

řŗŖ Information Technology Management information is that it may be stored either locally on ¢ȱǰȱȱȱȱȱȱȱǯȱ a personal computer or in a private area on the net- Typically, the standards for creating this information ȱȱȱȱǯȱȱȱȱȱȱ ȱȱ¢ȱȱǯȱȱǰȱȱȱȱ¢ȱ ȱȬȱǻȱȱ¢ȱȱǰȱȱ ǰȱǰȱȱȱ ȱȱ- ȱȱǰȱȱęǰȱǯǼǯȱȱȱ- ȱ ǯȱ ¢ȱ ěȱ ȱ ȱ ȱ sonal information accumulates it becomes a resource ȱȱȱȱĜȱȱȱȱ£ǲȱ ȱȱ ȱȱȱǯȱȱȱȱȱ ǰȱ ¢ȱ ȱ ¢ȱ ȱ ȱ ȱ to strict policies regarding the creation and storage of ȱ ȱȱęȱȱȱȱȱ ȱǯ ¢ȱ ȱǯ ȱ ȱ ȱ ȱ ȱ ȱ - Operational Information ȱ ȱȱǯȱȱȱȱȱȱ Operational information ȱȱȱĚȱ ȱǰȱȱȱȱ¡¢ȱȱȱ- ȱȱȱȱȱ£ǯȱȱ £ǯȱȱȱȱȱȱȱ£ȱ information is used for day-to-day business manage- ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱ£ȱȱȱĜ¢ȱȱ ȱȱȱȱȱȱȱǯȱȬ ȱȱȱȱ¢ȱȱ ȱȱěȱȱ ȱ¢ȱȱȱȱȱǯȱȱ have access to any information resource necessary to Ğ ȱȱȱȱȱ ȱȱȱ ȱȱȱǰȱ ȱȱȱȱ ȱȱȱȱǰȱ ȱȱȱ¢ȱ ȱ ęȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ Ĵȱ ȱ ȱ ęȱ ǯȱ ȱ ǯȱȱȱȱȱȱ¢ȱȱ ȱȱ ȱĞ ȱȱȱĞ ȱȱȱ ¡¢ȱ ȱ ȱ £ǯȱ ¡¢ȱ ȱ ȱȱȱ¢ǯ ȱȱȱ£Ǳ • ȱěȱǻěȱǼǲ Administrative Information • increases the number of organization services Administrative information refers to applications that are ěȱǻ ȱǼǲ ȱȱȱȱ ȱȱ£ǯȱ ȱ • ȱ ȱ ȱ ȱ ěȱ ȱ ǻ ȱ resources, payroll, and accounting applications are IT Ǽǲ ȱȱȱȱȱȱȱȱǯȱȱȱ • ȱěȱȱǻȱ¢ȱ- organization that does not administer one of these appli- Ǽǲ ȱ¢ȱȱȱ ȱȱ Ě ȱȱȱ • ȱ Ȭȱ ȱ ǻȱ ȱ ȱȱȱǰȱȱǰȱȱȱǯȱ ¡Ǽǲȱ ȱ¢ȱȱ¢ȱ¢ȱ ȱȱ • lacks a technology plan and engages in unre- make sure the systems are correctly used and to ensure ȱ¢ȱȱǯ ȱ¢ǯȱȱ¢ȱȱ- ȱȱȱ ȱȱȱȱǯ Information is the result of collection, manipula- ǰȱȱ¢ǯȱ ȱȱȱǰȱȱǰȱȱ Departmental Information ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱǯȱȱȱȱȱȱȱ Departmental informationȱȱ¢ȱȱǻǰȱ ȱȱȱȱȱȱȱȱ¢ȱȱȱ ȱ ǰȱ ȱ Ǽȱ ȱ ȱ ȱ ȱ - an immediate turnaround, andȱȱȱȱǯȱȱȱ nization business such as marketing and assessment ¢ȱȱȱ ȱȱȱȱȱ- ȱȱ¢ǰȱȱǰȱǯǰȱȱ ȱ¢ȱ ȱ ȱȱȱ ȱǯȱȱȱȱȱȱȱ ȱǯ ȱȱȱȱ ȱȱȱȱȱ The distinctions among these information types ȱ ȱ ȱ ȱ ¡ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȬȬǯȱȱȱȱ ȱ ǯȱ ȱ ȱ ¢ȱ ȱ ȱ ȱǰȱǰȱȱ¢ȱǻȱ¡ȱŗŚǯŘȱȱ ȱȱ£ȱ ǰȱȱȱ¢ȱȱȱ- ȱŗŚȬśǼǯ ǯȱȱȱmust be stored on the £ȱ ǰȱȱȱȱȱȱȱȱ ȱ ¢ȱ ȱ ěȱ ǯȱ ȱ ȱ Ĵȱ ȱȱ ȱȱ¢ȱȱȱ- IT as a Management Tool ȱȱǯȱǻȱȱȱȱ ¢ǰȱ ǯǼ ȃȱ¢ȱȱǰȱǰȱ ȱ ¢ȱ ȱȱȱȱȱ ¢ȱ ȱ ȱ ȱ ȱ ǵȄȱȱǯȱȃȱȱȱȱȱȱ ȱ ȱȱǯȱ ȱȱȱȱȱȱȱ ¢ȱ ȱȱȱǰȄȱȱȱǯȱǻ ȱǼ

Information Technology Management řŗŗ Exhibit 14.2 Value of Information Factors

Correctness Accessibility Timeliness PrecisionǱ SecurityǱ Response time: ȱȱ¡ȱȱ ȱȱǯ ȱȱȱȱ ȱ Information retrieval from request to ȱǯ ¢ȱȱȱǯ Accuracy: On-line: Up-to-date: ȱȱȱȱ ȱȱǯ Information can be accessed from ȱȱǯ Ȃȱ ǯ Bug-free: Barrier-free: ȱĚ Ǳ ȱȱȱȱ ȱȱǯ Information in not requested Data entry to information output is ȱǯ Ĝǯ Utility: Equipment: Reliable: ȱȱȱȱȱȱȱ ȱ ȱȱ- ȱȱȱ ȱ ǯ ȱȱȱǯ ǯȱ

¢ȱ£ȱȱȱȱȱȱ Records Management ¢ȱ££ǯȱȱ£ȱȱȱȱ ȱ¢ȱǰȱ ȱȱ ȱȱ- ȱȱȱȱ¢ȱ£ǰȱȱĴȱ ȱȱȱ ȱȱȱȱ ȱȱȱǰȱ ȱ ǰȱȱȱ¡ǰȱȱȱȱȱȱ ȱ ȱ ȱ ¡ȱ ¢ȱ ȱ ȱ ǰȱ ¢ǯȱȱȱȱȱȱȱ£ǯȱȱ ȱȱȱǰȱȱȱȱěǯȱ ȱ¢ȱ ȱȱ ȱ¡ȱȱȱȱǯ case, all systems should provide reliable information ¢ǰȱȱȱȱȱ¢ȱȱȱȱȱ ȱȱȱȱȱȬǯȱȱ- ȱ ȱ ȱ £ǯȱ ȱ ȱ ¢ȱ ȱ ȱ priate information system should encompass personal ȱȱȱȱȱȱǯȱ information, business information, and administrative ¢ȱ¢ȱȱȱ¢Ȃȱȱȱȱ ǯ ȱǻǼȱ¢ȱȱ¢ȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱ¢ǯȱ¢ȱ¢ȱȱȱ- Ĝȱ ¡ǰȱ ǰȱ ȱ ǰȱ - Ȃȱęȱ¢ȱȱȱǯȱȱȱ ȱǰȱȱǰȱȱ¢ȱǯȱȱ ¡ǰȱȱȱ ȱȱȱȱȱȱ ȱ ¢ȱȱȱȱȱ ȱȱȱȱ quality and backup of the accident reports, the police ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱȱȱȱȱȱ¢ǰȱ ȱȱǯȱ ȱȱǰȱ ȱȱ ȱȱȱęȱĜȱ ȱȱȱ ȱ£ȱȱȱȱȱ ȱ ȱȱȱ¢ǯȱ¢ȱ ȱ ȱȱȱȱ ȱȱ¢¢ȱȦ¢ȱǯȱȱȱȱ connecting users to all the databases and providing a ȱ ȱȱȱȱȱȱȱȱȱ ȱ ȱȱȱǯ £ȱǱ The primary function of good record keeping is ¢ȱ ȱ ȱ ȱ ȱ £ǯȱ ȱ • a teaching technologies team that assists faculty ȱȱȱ ȱȱȱȱȱ ȱȱȱȱȱ¢ǲ the use and status of organization resources and adds • a security team that manages the login ¢ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ accounts; ȱǰȱǰȱȱȱǯȱȱ • a desktop team that installs and maintains the must be standards for all record keeping systems, elec- computer assets; ȱȱǯȱȱȱȱ ȱȱ • a consulting team that provides assistance to ȱȱȱ¢Ǳ ¢Ȧěȱ ȱ ȱ ȱ - tions; and • ȱȱȱȱǵ • ȱ ȱ ȱ ȱ ȱ ȱ Ĵȱ • ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ¡ȱȱȱȱȱ¢ȱ ǵ ¢ȱǻǯǯǰȱȬǰȱǰȱȱȱ • ȱ ȱȱȱ¢ȱȱȱ ȱ ¢Ǽǯ ȱęȱ¢ȱȱȱȱǵ

řŗŘ Information Technology Management • ȱȱȱȱȱ£ȱǵ ȱ ȱ ŗşŜşǯȱ ȱ ȱ ȱ ȱ ȱ • ȱȱȱȱȱȱęȦ ȱ¢Ȭȱȱ ȱ¢ȱȱ ȱȱǻȱǼǵ ȱȱ¡ȱȱȱȱȱȱȱ- • ȱȱ£ȱȱȱȱǵ ȱȱȱ¢ȱȱ ȱȱȱȱȱ • ȱȱȱȱȱȱǻȱ ȱ¢ȱĴȱǻȱǭȱǰȱŗşşŚǼǯȱȱĴȱ Ǽȱȱ ȱȱǵ ȱǰȱȱȱ¡ȱȱȱȱȱ- • ȱȱȱȱȱȱȱ Ǳȱȱ ȱ ȱǯȱȱ ȱ ¢ȱȱȱ ¢ǵȱ ȱ ȱ ȱ ȱ ȱ ȱ • ȱȱȱȱȱȱ- ǻ Ǽȱ ȱ. ¢ȱȱĜ¢ǵ ȱ ȱȱȱȱȱȱȱȱ of information to be routed from one host to another ȱȱȱȱȱȱȱ as necessary, regardless of the computer creating the ¢ȱȱȱȱęǱ ȱȱȱǯȱȱ ȱȱ¢ȱ ŗǯ transaction processing systems—systems that ȱȱȱȱ ȱȱȱȱȱ ȱȱȱȱȱ ȱȱǲȱ to each other using this universal language, and other systems include activity registration, facility languages that have been created since the original scheduling and membership systems, to name ǰȱȱȱȱȱȦ ȱ ȱ ǲ ȱǻȦ Ǽǯȱȱ ȱȱȱȱȱȱ- Řǯ ȱȱ¢ȯȱ¢ȱȱ ǯȱ ȱȱȱȱȱȱȱȱ ȱȱ ȱȱȱ ȱǰȱ ȱǰȱ- ȱȱşŖȱȱȱȱ ǯȱȱ ȱ ǰȱ ȱ ȱ ȱ ǲȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱȱȱǰȱȱȱ ǰȱ £ȱ ȱ ȱ Ĵȱ common language, and to transmit and receive data via ¢ȱȱǰȱȱȱȱȱȱ ȱ dedicated, high-speed telecommunications lines using ȱȱȱȱȱǰȱȱȱ ȱǯȱȱȬ ȱȱȱ ȱ building a shelter or playground; and ȱȱȱȱǰȱȱǯ řǯ case management systems—those systems that ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱęȱȱ Internet use by entities in the public sector, private-for- or case event such as the records associated ęȱǰȱȱǰȱȱǰȱęȱ ȱȱȱȱ ȱ Ǳ ȱȱȱȱȱȱ ȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ • ȱ ȱ ȱ browsersȱ ǻȱ ȱǯ ȱ Ğȱ ȱ ¡ȱ ȱ ȱ Ǽȱ ȱ ȱ ȱ ȱ ȱ Administrative systems are those that provide ¡ȱȱȱȱȱǲȱȱ assistance to the operational divisions and other agency ȱ ȱȱȱ¢¡ȱȱ ȱǯȱ¢ȱȱȱȱȱȬǰȱ ȱǻ Ǽȱȱ¢ȱȱȱ ęǰȱ ȱ ȱ ȱ ǰȱ ¢ȱ ȱ ȱ ǲȱ ȱ ȱ ȱ ŘŖŖŞǰȱ ȱ ǰȱ ȱ ǰȱ ȱ ȱ ǯȱ ¡ȱȱ¡ȱ ȱȱȱȱ- ȱȱŗşȱȱŘŖȱȱȱȱęȱ ȱ ȱ ȱ ǻȱ ĴǱȦȦ ǯ řǯ ǲȱȱȱȱęȱȱȱŗŜǰȱ Ȧ Ȧ ȏǯȱǼǲ ŗŝǰȱȱŗŞǲȱȱȱȱ¢ȱȱȱ • ȱ search enginesȱȱęȱ- ȱȱȱȱŝǰȱŞǰȱȱŗŗǯȱȱȦ ȱ ǲȱ ȱ ǰȱ ȱ ȱ ǰȱ documentation system for risk management is essential ǰȱ ǰȱ ǰȱ ȱ ǰȱ ǻȱȱŘŗǰȱȱǼǯ ȱ ȱ ȱ ǰȱ ¡ǰȱ ¢ǰȱ and Infoseek; today, users are generally more The Internet ȱ ȱ ȱ ǰȱ ǰȱ Ƿȱ ǰȱȱǯǲ ȱ ȱȱȱȱȱ ȱȱȱȱ • Internet Service Providers (ISP) set up shop to ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱȱ ȱȱ ǲȱȱ ǰȱȱ ȱǰȱȱǰȱ pay a modest cost to access the Internet; compa- ȱȱȱȱȱȱǯȱ nies and recreation, park and leisure agencies ȱ ŗşŜşǰȱ ȱ ȱ ȱ ȱ ǻǼȱ ȱ ȱȱpresence on the net ȱ¢ȱ ȱȱ ȱ ¡ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱȱȱ ¢ȱȱǰȱȱȱȱȱ the move to the Internet;

Information Technology Management řŗř • E-travel revolutionized the hospitality industry Ǽȱȱȱȱȱ ȱ to include airline, rental car, hotel, restaurant ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ǻȱ and entertainment; ȱǼȱȱȱ¢ȱǰȱȱȱȱ • E-commerceȱ ȱ ȱ ȱ ȱ ȱ řȱ¢ǰȱȱǰȱȱȬȱǰȱ money electronically to enable business ȱȱȱȱǻǼǲ ǲȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ • ȱȱȱȱȱ¢ǰȱȱȬ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ access social networking ȱȱȱȱ ȱ transfer, Internet marketing, electronic data ȱȱȱ ȱ ȱȱȱ- interchange, inventory management systems, mation about leisure programs and services to and automated data collection systems; a global market; • wikis have provided a forum for a group of • video conferencingǰȱ ȱ ȱ ǰȱ ȱ Internet users to collaborate, create, maintain, a technology that communicates audio and and verify the authenticity of information to video for a live meeting so that participants can ȱ ȱ ȱ ȱ ǲȱ ǰȱ ȱ see each other and materials being discussed; in free encyclopedia at ĴǱȦȦǯ ǯȦ some cases, the conferencing is from one host Ȧǰȱȱȱ¡ȱȱȱȱȱ site to many sites, and in some cases from desk- forums in action; sites such as this can be used ȱ ȱ ȱ ȱ ǲȱ ȱ ǰȱ ȱ¢ȱęȱǰȱȱ- ȱȱȱǰȱȱ ȱȬȱ cal information about parks and monuments, narration and multimedia content to transform or make summary reports of the state of leisure ȱȱȱȱ¡ȱ ȱȱȱȱȱ¢ǲ ȱȱȱ ȱȱȱǲ • video or audio streaming is a technology that • instant messaging (IM) is a form of real-time compresses and transports the video or audio communication; the user is enabled to send ȱęȱȱȱȱȱĴȱǰȱȱ ȱ¡ȱȱ¢ȱȱȱȱ ǲ the quality of the video or audio and high; This ¢ȱ ȱ ȱ ȱ ȱ ȱ ěȱ ȱ ¢ȱȱȱȱȱ ¢ȱȱĴȱ ȱ ȱȱǻȱȱ ȱȱ Ǽȱ and training to a variety of audiences, in-house ȱȱȱǲȱȱ- and beyond; ing services integrate both video conferencing • ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱǲ of e-mail; in many cases, the Internet has also • electronic auction sitesȱǻ¢ǯǰȱ£ǯǰȱ become the access point for phone service and ǯǰȱ ǯǼȱ ȱ ȱ ȱ ¢ȱ ȱ digital voice-mail centers, both in home and in for items, locate parts for outdated equip- business environments; ǰȱ ȱ ęȱ £ȱ ȱ ȱ ǲȱ • a webinar ȱȱ¢ȱȱ ȱȱȱȱ in some cases, the sites suggest marketing and people to participate in a live training program revenue-producing strategies for departments on the Internet that includes audio and video of to emulate; ȱȱ ȱȱȱǲȱȱȱ • RSS feeds are replacing the old listserv as a ¢¢ȱȬ ¢ȱȱȱȱȱȱ- method of pushing information in the form ǰȱ ȱ ȱ ȱ ȱ ǻ - ȱȱȬȱȱȱȱ¡ǲȱȱ Ǽǲȱȱ ȱȱȱǰȱ¢ȱ ȱ of receiving an e-mail that is circulated from a ȱȱȱ ȱȱ ȱȱ listserve, users receive a notice that the informa- ȱȱȱǲȱ ȱȱ- ȱ¡ǲȱ ence phones, more interaction is feasible for • blog sites are postings displayed in reverse ȱȱĴȱȱ¡ǲ chronological order using conversational • ¢ǯȱȱǯȱȱĞ ȱ- ¢ȱ ȱ ¡ǰȱ ¢¡ǰȱ ǰȱ ȱ ǯȱ ȱȱ ȱȱȱȱȱȱ Individuals across regions, or even continents, to connect using the Internet for point-to-point ȱȱ ȱȱȱȱȱ video phone calls and PC to phone callsȱ ȱ ȱ ¡ǯ ȱ ȱ ǰȱ ęȱ ǰȱ ȱ ȱ conferencing calls to other users of the service The Internet is the most used and versatile of the ȱȱȬȬȱǰȱ ȱȱȱ technologies for all organizations, private and public, ȱȱǻȱǼȱȱ ȱȱǯȱ ȱȱȱȱȱ mobile phones can be made for a fee; ǰȱ ¡ȱ ǰȱ ȱ ȱ ȱ • podcastingȱ ȱ ȱ ȱ ȱ ȱ information useful in the administration of the orga- ȱȱȱȱǻȱȱȱȱȱȱ £ǯȱ ȱ ȱ ȱ ȱ ȃǰȄȱ ȱ ȱ

řŗŚ Information Technology Management ȱ ȱ ȱ ǯȱ ǻǱȱ ȱ ȱ ȱ ȱȱȱȱěȱȱȱȱ ȱȯ ȱȱȱȱȱ ǰȱȱȱȱęǵȱȱȱȱȱ ǻǼȯ¢ȱǷǼȱ¢ȱ£ȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱǰȱȱȱȱȱȱȱȱ problems of viruses, unscrupulous vendors, marketing ȱȱȱȱ£ǯ ǰȱȱȱǵȱȱȱ¢ȱȱǰȱȱ £ȱȱȱ Ǳ the use of telecommunications has become more and ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ • ȱȱȱȱȱȱǻȱȱ ǯȱ ȱ ¡ȱ ŗŚǯřȱ ȱ ȱ ȱ ȱ ȱȱȱȱǼǲ Ȭǯȱȱ ȱ ȱ ȱ ǻĴǱȦȦ • as a means to collaborate to solve problems— ǯǯȦȬ ǯǼǰȱǯǯȱ “nets” or “lists” set up by organizations for ȬȱȱȱȱǞŗŝśȱȱȱŘŖŖŝȱȱ ȱȱȱȱȱȱęȱȱ ȱ ¡ȱ ȱ ȱ ȱ ȱ Ǟřřśȱ ȱ ¢ȱ ŘŖŗŘǯȱ to obtain information on a given problem situa- ǻȱ ȱ¢ȱȱȱȱĴǱȦȦǯǯ ȯȱ¡ǰȱȱȱȱǻlistserv@ ȦǅȏȦ ǯ for additional infor- ǯǯǼǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱ ȱȱȬǯǼ ȱȱȱȱǻǼȱ ȱȱȱȃǰȄȱȱ ȱȱȱ ǻĴǱȦȦǯǯȦȦȦǼǲ ǰȱȱ ȱ¢ǯȱ ȱȱŘŖŖřǰȱŗŝřǰŗŖŖǰȱŖŖŖȱ • ȱȱȱȱȱȱ£ǲȱǻȱ ȱ ȱȱǰȱȱ¢ȱ ȱŘŖŖŞǰȱŘŘŖǰŗŚŗǰşŜşȱ only for advertising a service or product, ȱ ȱȱȱǻȦǰȱȱȱȱ but also to make reservations, or purchase a ȱȱǼǯȱȱȱȱȱȱȱ Ǽǰȱ ȱ ¡ǰȱ ȱ ȱ ǭȱ ǰȱȱȱȱȱ¢ȱȱȱȱ ȱȱȱ¢ȱȱ ȱǻĴǱȦȦ ȱȱ ǯȱ ȱȱȱǰȱȱȱȱȱ ǯǯǯȦ ȦǼǲ ȱŞŚǯşȱȱȱ ȱȱȱȱ- • ȱȱ ¢ȱȱȱȱȱȱȱȱ ȱȱ ǱȱȱǻŘşǯŚȱȱȱ ȱ ȱȱȱǰȱȱ¡ǰȱȱȱȱ Ǽǲȱ ȱ ǻŗŞǯŖȱ Ǽǲȱ ȱ ǻŞǯśȱ Ǽǲȱ ȱ ȱȱȱ¢ȱ ȱ ǯ ǯȱ ȱ ǻŜǯŚȱ Ǽǲȱ ȱ ǻŚǯŝȱ Ǽǲȱ ȱ ȱ ǻĴǱȦȦ ǯǯ ǻŚǯŘȱ Ǽǲȱ ȱ ǻŚǯŗȱ Ǽǲȱ ȱ ǻŚǯŖȱ ȦǼȱȱȱĴȱ¢ȱȱ Ǽǲȱ ȱǻŘǯŚȱǼǱȱȱ ȱǻŘǯŚȱǼȱ ȱȱǻĴǱȦȦ ǯǯǯȦȦ ǻȱĴǱȦȦ ǯ ǯȦŗŚǯȱǼǯȱ ȦǼǲ ȱȱȱȱ ȱ¢ȱǰȱ ǯȱ • as a source for government documents or ǻĴǱȦȦ ǯǯȦǼǰȱ¢ȱȱȱȱŝŘȱȱ Ĝȱ ǰȱ ȱ ¡ǰȱ ȱȱ ȱȱȱȱǻǯǰȱǯǰȱǯǰȱǯǰȱǯ£ǰȱǯǼȱ ȱ ȱ ȱ ǻǱȦȦ ǯǯ ǯ ȱȱ ǰȱȱȱěȱȱȱȱŗŖȱ¢ȱ ȦȦǯǼǲ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ŗşřǰŖŖŖȱ • ȱȱȱȱȦȱĜȱǰȱ ǻǯǰȱǯǰȱǯǼǯȱǻȱ¡ȱŗŚǯŚǼǯ ǰȱȱǰȱȱȱĴǱȦȦ ǯĜ ȱȱȱȱȱǰȱǰȱȱȱ ǯȦǲ ȱȱ¢ȱ ¢ȱȱȱȱȱȱ ǵȱ • ȱȱȱȱ ȱǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȃ¢ȱ ȱȱȱȱǰȱǰȱ ȱȄȱȱȱǰȱȱȱ ȱ- or communication back to the organization, ǰȱȱȱȱǰȱȱȱǯȱ ȱȱȱ ȱ ȱȱĴǱȦȦǯǯȦȦ ȱȱȱȱ ȱȱȱȱȱȱ ǯǵȏƽŘŚŝŗǲ ȱȱȱȱȱ¢ȱȱȱȱȱǯȱȱ • as a professional organization contact for infor- ȱȱȱȱȱȱȱȱȱȱ ǰȱ ǰȱ ȱ ǰȱ ȱ ¡ǰȱ ȱȱȱȱȱȱ ȱȱȱȱ ȱȱȱȱȱǰȱ ȱȱȱȱȱ¢ȱ¡ǯȱȱȱ ȱ ĴǱȦȦ ǯǯ ǯȦǲ ȱ¡Ǳ • ȱȱȱ ȱȱȱȱ£ǰȱ • ĴǱȦȦǯǯǯȦȦŞȦřȦŞřǯǲ ȱ¡ǰȱȱȱǱȱĴǱȦȦ ǯ • ĴǱȦȦ ǯ ǯǯ£ȱȦȱěȱȦȱȏȱȦȱȱȦ ǯǯ; ǯǲ • ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ¡ǰȱ • ĴǱȦȦ ǯ¡ǯȦȦ ǯǲȱ ȱ ȱ ¢ǰȱ ǯȱ ȱ ǰȱ • ĴǱȦȦ ǯǯȱȦȱĜȱȦȱȱȦȱȱȦȱȱȦȱǯ ȱǭȱȱǱȱĴǱȦȦ ǯ ǯ ǯǯȦ; and • as a means to train employees at their desks, for ȱ ěȱ ȱ ¡ȱ ȱ ȱ ¢ȱ ¡ȱĴǱȦȦ ǯǯǯȦǯ ȱȱȱȱ ǰȱȱ ȱȱ¡ȱŗŚǯśǯȱ

Information Technology Management řŗś Exhibit 14.3 Worldwide E-commerce Growth

2000 2001 2002 2003 2004 percent of total sales ȱǻǞȱǼ ǞŜśŝǯŖ ǞŗǰŘřřǯŜ ǞŘǰŘřŗǯŘ Ǟřǰşŝşǯŝ ǞŜǰŝŞşǯŞ ŞǯŜȱȱ ȱ ǞśŖşǯř ǞşŖŞǯŜ ǞŗǰŚşŞǯŘ ǞŘǰřřşǯŖ ǞřǰŚśŜǯŚ ŗŘǯŞȱȱ Source: ȱǰȱŘŖŖŚ

Intranets and Organizational Exhibit 14.4 Communication Users of the Internet

ȱ ȱ ȱ ¢ȱ ȱ ȃȱ ǯȄȱ ȱ ǰȱŗşşŜ ŗşǯŘȱ technology is fundamentally the same as Internet tech- ǰȱŗşşŝ Řśǯřȱ ¢ǰȱȱȱȱ ȱȱ¢¡ȱȱ ȱǻ Ǽǯȱȃ ¢¡Ȅȱȱȱ¢ȱȱ ǰȱŘŖŖř ŗŝřǯŗȱ ȱȱȱ¡ȱȱ¢ȱȱ¢ ǰȱ ǰȱŘŖŖŞȘ ŘŘŖǯŗȱ ȱǰȱȱ¢ȱȱȱȱ ǯ The intranet is the method of implementing ȘȱȱĴǱȦȦ ǯ ǯȦŗŚǯ ȱ ȱȱȱȱȃȱĜǯȄȱ¢ȱȱ ȱ ¢ǰȱ ȱ ȱ ȱ - Another component of the organization intranet is the ming and interfaces, an entire organization can be run ¢ȱǯȱ¢ȱǰȱ£ȱ ȱȱ ȱĴȱȱȱǯȱȱȱ¢ȱ ȱȱȱȱȱȱěȱȱȱȱȱǰȱ sound, intranet technology makes it easier to manage ȱǰȱȱȱȱǻǰȱ and handle the vast amount of information necessary ǰȱ ǰȱǯǼǯȱȱȱȱȱȱȱȱ ȱȱȱȱȱǯȱȱȱȱȱȱ ȱȱ¢ǯ ȱǰȱȱ¢ȱȱę¢ȱȱ ȱȱ ¢ȱȱȱǰȱ¢ȱȱ- Electronic Messaging ȱȱȱǯȱ ȱĴǰȱ ȱ ȱ ȱ ȱ ȱ Arizona, an intranet is used to connect the recreation ǻȱ ȱ ǰȱ ŗşşŜǼǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱȱ¢ȱȱȱȱȱȱȱ ȱ- ȱ ȱȱȱȱ¢ȱȱ- ȱȱŗşȱȱȱȱȱȱȱǯȱ ȱ ȱȱ ȱǯ ȱ ęȱ ȱ ȱ ȱ ȱ ǰȱ - The information on the intranet is not for custom- ǰȱȱȱȱȱȱȱŞŖȱȱȱ ȱȱǯȱ ȱȱȱȱȱȱ ȱǯ ȱ¢ȱȱȱȱȱ£ȱǻȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱǼǯȱȱȱȱȱ ǯȱElectronic messaging references the collective tech- ȱ ȱ ǻȱ Ǽȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱȱȱ ȱ ȱȱȱ ǯȱȱ ȱȱȱȱ ȱȱȱȱȱȱǰȱȱǱ ȱȱȱȱȱȱȱǰȱȱ organization can maintain and use information very • e-mail; ¡¢ǯȱ ȱȱȱȱȱ ȱ • ¡ǲ ȱȱĴȱȱȱ ǯȱ ȱ • ȱǻǰȱǰȱȱǼǲ ȱȱǰȱȱȱȱǰȱȱ Ǳ • ȱǻǼǲ • ȱǻȬ Ǽǲ • document management; • ȱǻǼǲ • departmental training; • ȱǻȱǼǲ • policies and procedures; • ȱǻǼǲ • corporate directories; and • push technology; • ȱ ȱ ȱ ȱ ȱ ȱ ȱ • list servers; ȱ£ǯ • ȱȱȱǻǼǲ ¢ȱ £ȱ ȱ ȱ ȱ - • ¡Ȭǲ ings, employee handbooks, calendars of events, and • activated kiosks; ȱ ȱ ęȱ ȱ £ȱ ǯȱ • on-line chat mode;

řŗŜ Information Technology Management Exhibit 14.5 Comparison of Friendly Yellow Pages and the Internet

STEP ȱ¢ȱ ȱ The Internet ŗ If you are seeking a supplier for a special product, There are a million and one products, or in this case, ȱęȱȱȱ¢ȱȱȱ ȱȱȱ bits and pieces of information, for the customer to ¢ȱ¢ȱȱǯȱȱ ȱ¢ȱ ȱ¡¢ȱ ǯȱȱȱȱȱǰȱȱȱȱ ȱ¢ȱ ǰȱ¢ȱȱ¢ȱ ȱ¢ȱȱ ȱȱȱȱȱ ȱȱȱȱȱȱ ȱȱ ȱęȱȱȱȱȱȱȱ selected that best represents the information that ȱȱ¢ȱ¢ȱȱȱ¢ȱǯ ¢ȱȱǯȱȱǰȱȱ ȱȱ¢ȱ ȱ ǰȱȱȱȱ ¢ȱȱȱ ȱȱ ȱȱȱȱȱȱĞȱȱȱȱ ȱȱȱ ȱ ȱȱȱęȱǯ Ř Once you have located the product, you must then ȱ ȱ ȱ ¢ȱ ȱǰȱ ȱ ȱ ȱ ȱȱ¢ȱ ȱ¢ȱȱȱȱȱȱ ȱȱȱȱȱȱȱȱȱȱ ȱ ȱ ¢ȱȱȱ¢ȱȱǯȱȱȱ¢ȱȱ ǰȱ ȱ ȱ Ĝȱ ȱ ȱ ȱ ȱ ¢ȱ ȱȱęȱȱȱȱȱ¢ȱȱȱȱȱ of the page, or the placement of the page, that the ȱǰȱȱȱȱȱȱȱȱȱęȱǰȱ information presented is factual and can be taken ȱȱȱȱȱȱȱȱȱȱ ȱȱǯ ęȱȱȱȱȱǯ 3 ¢ȱ ¢ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ǰȱȱȱ¢ȱȱȱ- ȱȱ¢ȱ¢ȱ ȱȱȱȱȱȱ ȱǻȱȱȱǰȱȱ ȱ to verify they are still in business and are indeed images transition from one form to another, or even ǯ ȱ ȱ Ǽǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱȱȱȱȱȱȱ ȱȱ ¢ȱȱȱȱȱȱ ȱȱȱȱ ȱ ǰȱ ȱ ȱ ȱ ¢ȱ ȱ ǯ Ś ¢ȱ¢ȱ ȱȱ¢ȱȱȱȱ¢ȱ order

• ǲ ȱȱ ¢ȱȱȱȱ¢ȱȱȱ • video conferencing; Ĝȱȱȱǯȱȱȱ¢ȱ • Ȭǲȱ ȱ ȱȱȱȬȱȱȱȱ- • ¢ȱǯ ȱȱȱǯȱȱȱȱ voice and data functions has led to the development ȱȱ ȱȱȱȱȱȱȬȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ Ğ ȱ This technology makes it possible for national and ȱ ǯȱ ȱ ¡¢ȱ ȱ ȱ Ȭȱ ¢ȱ international companies to provide services to users ȱȱȱ¡ȱȱȱȱȱǯȱȱȱ ȱȱȱǯȱȱȱ¢ȱ becomes more important to day-to-day operations, ȱȱȱȱȱȱ¡ȱȱȱ ȱȱ ȱȱȱȱȱȱǻ- ȱȱȱȱǯ ȱ ǰȱ ǰȱ ȱ ǰȱ Ǽǯȱ The discipline of data communications has intro- Spamming, using electronic message systems to send ȱȱ ȱȱȱ¢ȱǯȱ¢ȱȱ unsolicited bulk messages, and Ě, posting delib- ȱ ȱȱȱȱȱ ȱĜȱ erately hostile messages on the Internet or an intranet, ȱǯȱȱȱȱȱ- can become a problemǯȱ ȱ ȱ ȱ ǰȱ £ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ - ǰȱȱȱȱȱȬȱȱȱǯȱ ȱȱǯȱȱȱȱȱȱȱ ¢ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱȱȱȱȱȱȱ ȱȱ¢ȱȱ Ȭȱȱȱȱȱȱ£ǯȱ ȱȱ ȱǯȱȱȱȱȱȱȱȱ possible to misrepresent an agency by using another’s ŗşşŖȱȱȱȱęȱȱȱȬȱȱǯȱ Ȭȱȱȱǯ ȱȱȱȱȱȱ ȱȱȬȱȱǯȱ

Information Technology Management řŗŝ ȱȱȱ¢ȱȱȱȱȱ ȱȱȱȱȱȱ ȱ¢ǯȱ ȱȱȱȱȱǯ ȱ ȱȱȱȱ¢ȱǰȱȱȱȱ ȱ ȱȱ¢ȱŗŝȱȱǻĴǰȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ŗşşśǲȱ ¢ǰȱ ŗşşŞǼǰȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ Today, a telephone bill can contain numerous services ȃȬȬȄȱȱȱȱȱȱȱȱ ǻȱ ǰȱ ȱ ǰȱ ȱ ǰȱ ȱ ǰȱ ȱǯȱȱȱȱȱȱȱ ǯǼǯȱȱȱȱȱ¢ȱȱȱȱ ȱȱǰȱȱȱȱ¢ȱǰȱ¡ǰȱ ȱȱȱǯȱ¢ȱ ȱȱȱȱ Ȭǰȱȱǰȱȱǯȱȱȱȱ ȱȱȱȱȱȱȱȱǻȱȱȱ ȱĜȱęȱȱ£ȱȱȱȱ ȱ ȱ ȱ Ǽǯȱ ȱ ȱ £ȱ ǯȱȱȱȱȱȱȱȱ ȱȱ- ȱȱȱǰȱȱȱ¢ȱĜȱȱȱ ȱŞȱǯǯȱȱśȱǯǯȱĞǲȱǰȱ¢ȱ ȱȱȱ ǯȱ ǰȱȱȱȱȱ¢ȱȱȱȱ ǯȱȱȱȱǰȱǰȱȱ costs, in order to ensure telephone lines are not going ȱȱȱȱȱȱěǰȱȱȱ ȱȱȱǯ ȱȱȱȱȱǯȱȱȱǰȱěȱȱ ȱ ȱȱ ȱ ȱ ¢ȱ ȱ ȱ¢ȱ ȱ have been able to communicate more reliably, in a timely have direct and immediate access to people and ser- ǰȱȱ ȱȱěȱȱ ȱȱȱ ǯȱȱȱȱȱȱȱȱȱȱȱ ǯ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱElectronic messaging is the collective technology that ȱ ȱ ȱ ȱ ȱ ęȱ ǰȱ ȱ ȱ ȱ ȱȱȱȱȱ ȱǯ ȱǰȱȱȱ ǰȱȱȱȱ ȱȱȱ¢ǰȱȱȱ ȱȱȱ ęǰȱȱȱȱ¢ȱǰȱǯȱĞǰȱ ȱȱȱȱȱȱ ȱ ȱtelephony technol- complicated policies are developed to prevent abuse; ogies.ȱȱȱȱȱ ȱȱȱȱȱ ¢ǰȱěȱȱȱȱȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱǯȱȱȱȱȱȱȱȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ŝȱ ¢ȱ ȱ ǲ ȱȱȱȱȱȱ¡ȱȱ ŘŚȱȱȱ¢ǰȱȱȱǻȱȱĴǼȱ ǯȱȱȱȱȱȱǰȱȱ ȱȱ¢ȱǻȬȱȱȬǼǯȱȱȱ- ȱȱȱǯ ing component moves to conduits such as cable, the speed ȱȱȱȱȱȱȱěȱ of processing the ever-increasing amounts of information ȱ ȱ¡ȱȱȱǰȱȱ- ǰȱȱ ȱȱȱȱȱȃȱȄȱȱ ǰȱȱ£ȱěȱǯȱȱȱ ȃȱęȱȱ¡ǯȄȱȱȱȱ- ȱǻ ȱǼȱȱȱȱǯȱ ȱȱȱȱȱ ȱȱ¢ȱȱȱȱ These are considered call points, meaning the person ȱěȱǰȱȱȱǰȱȱȱ ȱȱȱȱȱȱȱȱȱ ȱȱȱ¡ȱȱȱȱȱȱȱ caller or be able to route the call to the proper section ǰȱȱǰȱȱǯ ȱȱ£ǯȱȱȱ¢ȱȱȱ As park and recreation organizations evolve ȱ¢ȱȱȱǯ technologically, they adopt a number of messaging ȱ ȱ £ȱ ȱ ȱ call center ǯȱȱ¢ȱȱȱǰȱǰȱ ȱȱȱȱǯȱ ȱȱȱǰȱ - ȱȱǻȱȱȱǼǯȱȱęȱȱȱ ȱȱȱȱȱȱȱǯȱȱȱ - ¢ȱ ȱȱȱ¢ȱǯȱȱȱȱȱ ȱȱȱȱȱ ȱȱȱȱ the communication tool of choice by businesses around ȱȱ¢ȱȱȱȱǯȱȱȱ ȱǯȱȱȱȱȱȱȱǰȱȱȱ dials one number, and the calls are logged using an Internet becomes more popular the demand for more ȱȱȱǻǼȱ¢ǯȱȱ¢ȱ ȱ ȱ ǯȱ ȱ Ȭȱ ȱ is a tool used to guarantee prompt service for callers and voice-grade telephone services have increased dramati- ȱȱȱȱȱǯ ¢ȱȱȱȱ ȱ¢ȱȱȱȱȱ An alternative to the call center is an automated ȱǰȱȱǱȱ voice response (AVR) systemȱȱȱǯȱ¢¢ǰȱȱ customer calls a central number and gets an automated • alpha paging systems; ǰȱȱȱȱȱȱȱ¡ȱŗŚǯŜǯȱȱ • ȱȱȱǻǼǲ systems are good for screening and routing calls, but • credit card validation; ¢ȱȱȱ ȱȱȱȱȱ¢ȱȱ • ¡ȱǲ ȱ ȱȱȱȱȱȱǯȱȱ¢ȱȱȱ • ȱȱȱ ǲ ȱȱȱȱǯȱȱȱ¢ȱȱ • ȱȱȱȱĴȱȱ ȱ ȱȱȱȱ¡Ȭȱ¢ȱȱ ȱȱ£ȱ security systems; and ȱ¡ȱȱȱȱȱȱǯȱȱȱ • ¢ȱȱ¢ǯ ȱȱȱȱȱȱȱȱȱ¡ȱȱ

řŗŞ Information Technology Management 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 ȱȱȱȱȱȱ£ǯȱȱȱ ȱŗŖȱǯ ȱěȱȱȱ ȱȱ ǯȱȱȱȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ¢ȱ ȱ ǰȱ¢ǰȱȱȱȱȱȱȱ leave a voice mail message or be transferred to an opera- ȱȱȱȱǯ ǯȱȱȱȱȱȱ¢ȱ ȱȱȱ E-mail is the most versatile of the messaging tech- to get to a live person is considered voice mail jail. This ǯȱȬȱȱȱȱȱȱȱȱ ȱȱȱ¢ȱĴȱȱǯ ȱȱȱȱ£ȱǻȱȱ ǼǯȱȬȱ The success of these systems depends on an easy ȱȱ¢ȱȱȱȱ ȱǰȱȱ ȱ ȱ Ĝȱ ¢ȱ ǰȱ ȱ ȱ ǻ- ǻȱ ȱ Ǽȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ Ǽǰȱȱȱȱȱȱ ¢ȱ Ȭȱ ȱ ȱ ȱ Ğȱ ȱ ȱȱǯȱȱȱȱȱȱ ȱȱ ǯȱȱěȱȱ ȱȱ- ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ǯȱ ȱ Ȭȱ ȱ ȱ ȱ It may take three to four seasons of operation before on the Internet so it can be accessed from around the ȱȱȱȱȱȱ¢ǯȱ ȱȱȱ ǯȱȱȬȱȱȱȬȱ ȱȱȱ that management understands that this type of system ȱȱȱȱȱȱ ȱȱĜȱȱȱȱȱ ȱǰȱȱȱȱǯ ȱǯȱ ¢ǰȱȱȬȱȱȱȱ Centralized faxingȱȱȱ ȱȱȱ ȱ ¢ȱȱȱǯȱ¢ȱȱȱ ěȱȱȱȱȱ¡ȱȱȱǯȱȱ ȱȱȬȱ¢ǰȱȱȱȱȱȱȱ ¡ȱȱȱȱȱȱ¢ǯȱ ȱȱ¡ȱ ǯȱ ȱȱȱȬȱȱȱȱȱ ȱȬ ȱȱĴǰȱȱȱȱȱȱȱȱȱ ȱȱĜȱȱȱȱȱȱ¢ȱĜȱȱ ȱȱȱǻǼȱ¢ȱȱȱ¡ȱȱȱȱ ȱȱ ǯ ȱǯȱȱ¡ȱȱȱȬȱ¡ǯȱȱ Ȭȱ ȱ ȱ ȱ ¢ǯȱ ȱ ȱ ȱ ęȱȱȱȱȱȱȱ ȱȱ¡ȱȱȱ ȱȱȬȱȱ¡ȱǻ¢ȱȱȱȬȱȱȱ¡ȱ ǯȱȱ¡ȱȱȱȱȱȱ¢ȱ ȱȱ ǼȱȱȱȱȱǯȱȬȱȱȱȱ ȱȱȱȱǯȱ¡ȱȱȱȱ¡ȱ ȱȱȱĴǰȱ ȱȱȱęȱǻ- ȱ¢ȱĴȱȱȱ ǯȱȱȱȱȱ ǰȱǰȱǰȱǰȱǯǼǯȱȬȱ ȱȱȱȱȱȱ¡ȱǯȱȱ¡ȱȱȱ ȱȱȱȱȱȱ¢ǯȱ ȱȱȱ¡ȱȱȱȱȱȱǯȱ ¢ȱǰȱȱȬȱȱȱȱĜȱ ȱȱ¡ȱȱǰȱȱȱȱȱȱȱȱ ȱȱȱȱǯȱȱȱȱǰȱ regarding the successful or unsuccessful transmission of ȱȱǰȱȱ¢ȱȱǰȱ ȱȱȱȱ ȱ¡ǯȱȱȱȱȱȱ¢ȱȱȱȱȱȱ ȱȱȱǯȱȬȱ ȱ ȱȱȱȬȱ¡ȱǯ ȱȱěȱ ȱȱǰȱȱ £ȱ ¡ȱ ȱ ȱ ȱ ȱ ¡ȱ ȱǰȱȱ ¢ȱȱǯȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¡ȱ - ȱȱȱȱȱȱ ȱȱ ȱ

Information Technology Management řŗş Ȭȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ • display capital improvement dollars spent by ȱǻlist serversǼǯȱȱȱȱ¢ȱǰȱ¢ȱ a neighborhood; ǰȱȱǰȱȱȱ ȱȱ • display property values surrounding park ȱȱ ǯȱȱȱ ȱȱȱ lands; and ȱȬȱǯȱȱȱȱǰȱȱȱȱ • ¢£ȱȱȱǯ ¢ȱȱȱǯ ȱ ȱ ȱ ȱ Ȭȱ ¢ȱ ȱ ȱȱȱȱǰȱ ȱǱ ȱ Ğ ȱ ȱ ȱ ȱ ȱ ǯȱ • ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱ ȱȱȱǰȱȬ locations and services; ȱȱȱȬȱĞ ǯȱȱ¡¢ȱ • ȱ ȱȱȱǲ ȱȱȬȱ¢ȱȱȱ¡ȱȱȱȱ • ¢ȱ ȱ ȱ ȱ ȱ ǻ¢- ȱǯȱȱȱȱȱȱȱ¢ȬȬ¢ȱ ȱǰȱǰȱǼǲȱ ǰȱȱȱ ȱȱȱȱȱȱ • ȱ ȱ ȃȱ ǰȄȱ ȱ - ǻȱǰȱǰȱęȱǰȱǯǼǯȱ ǰȱǰȱȱȱȱǯȱǻȱ ȱȱȱǰȱǰȱȱȱȱȱ ȱŗřǰȱȱȱǯǼ Ȭȱȱȱǯȱ¢ȱȱȱȱǯȱ ȱȱ ȱȬȱȱȱȱȱ ȱȱȱȱȱǰȱ ȱǱ ȱ£ǯȱ ȱȱȱȱȱȱ • calculate “under-served” areas; the organization by using another’s e-mail to order • plan public transportation routes to parks and ǯȱǰȱěȱȱȱȱȬȱȱ facilities; and considered a public document, and under the Freedom • ¢ȱȱ ȱȱȱ of Information Act, the media and others may request ȱǯ Ȭȱȱȱȱ£ǯ ȱȱȱȱ ȱǯȱ ȱȱ ȱȱȱȱǰȱ ȱǱ ȱ ǯȱ ȱ ȱ ȱ ȱ • identify desirable open space for land acquisi- ȱ ȱ Ĝ¢ǯȱȱ ȱ ȱ ȱ - tion; ¡ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ǯȱȱ • create an impact scenario should services be ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǻȱ Ȧǲȱ ȱŗŚǯŜȱȱȱȱȱ¡Ǽǯ • create plans for inventorying and managing Geographic Information Systems ȱȱǯ Organizations are increasingly required to oper- ȱȱȱ¢ȱǻ Ǽȱǰȱǰȱ ȱ ȱȱȱȱĜ¢ȱȱȱ ȱ- analyzes, manages, and presents data that is linked to a ȱȱȱ¡ȱȱȱ¢ȱǯȱ ęȱȱǯȱ£ȱȱȱ Organizations must digest an immense amount of presented in visual form, managers can make decisions information to perform their duties in a fair and sound ȱ¢ȱ ȱȱȱȱȱȱ ǯȱȱ ȱȱȱȱȱȱȱȱ ¢ȱȱȱȱȱǯȱ ȱȱȱ- £ȱ ȱ ȱ ǯȱ ȱ ¢ȱ ¢ȱȱȱ ȱȱȱȱ¢ȱȱȱ ȱȱĚ¡ȱȱȱȱȱȱȱ- ȱȱęǯ ǯȱȱ¢ǰȱȱȱȱȱȱ ȱȱȱȱȱǰȱȱǰȱ- ȱ¢ǯ ȱȱȱĜȱȱȱȱ¢ȱȱ ǯȱ ȱȱȱ£ȱȱȱ ȱǰȱ What is GIS? decision makers and service providers to see the impact ȱȱȱȱȱȱȱȱȱȱ ȱȱȱȱ ȱȱǯȱ ȱȱȱ ȱȱȱȱ ǯȱ ȱ ǰȱȱȱȱ ȱ ¢ȱ ȱ ȱ ȱ ¢ǯȱ ȱȱǯȱ¢¢ǰȱȱȱȱǰȱ ¢ȱȱȱǰȱȱǰȱȱǰȱȱ ǰȱȱ¢Ǳ other forms of data, an integrated approach can be ȱȱęȱȱ¢ȱȱȱǯȱ • ȯȱ¢ȱȱȱȱȱę¡ȱ ȱȱȱȱȱ ȱȱȱȱ ȱȱȂȱȱȱǰȱȱȱȱęȱ on the Internet at ǯǯǯ hydrant or telephone pole; ȱ ¢ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ • ȯȱȱȱǰȱȱȱȱ ȱ economic development, park services, recreation ser- ȱȱ ȱǲȱȱȱȱȱ- ȱǰȱȱ¢ȱȱǯȱ ȱȱȱ tion in a series of imaginary lines referred to as ȱǰȱ ȱǱ contour lines; and

řŘŖ Information Technology Management • polygon—a multisided shape identifying area, ȱǯȱȱ¢ȱȱȱȱȱĴȱǯȱ ȱȱȱȱȱȱȱǯ For practical reasons, aerial photography is done once ȱ¢ȱȱȱǰȱ ȱȱȱȱȱȱȱ ȱȱȱȱȱȱȱ ȱȱȱȱȱ ȱȱ ȱȱȱǯȱ ȱȱ ¢ȱȱȱȱ ¢ǯȱȱ¡ǰȱȱȱ¢ȱȱ- ȱȱȱȱȱȱȱȱǯȱ ȱȱȱȱȱȱȱ¢ǯȱȱ¢ȱȱȱ ȱȱ ȱ¢ȱȱȱǱ ȱȱȱȱȱȱȱȱȱ¢ǯȱȱ ȱ ȱȱȱĴȱǯȱȱĴȱȱȱȱ • ȯȱ ȱ ȱ ȱ ȱ - ȱ¢ȱ¢ȱȱȱȱǰȱȱǻȱǼǰȱ ǰȱ ȱȱȱȱȱ ȱȱ ȱǰȱȱȱǰȱȱȱǯȱ a geographic area and is good for measuring ȱȱȱȱěȱ ȱȱȱ area and computing distance; and ȱ ȱ ȱ ȱ ȱ ęȱ ȱ • ȯȱ ȱȱȱȱȱǰȱ ȱȱȱȱȱǯȱȱȱȱ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱǯ ¡ȱȱȱǰȱȱȱȱȱȱ ȱȱȱ ȱȱ¢ȱ enhance the ǯ ȱȱ ǯȱȱȱ ȱȱspecial layers.ȱȱ ȱȱ¡ȱȱȱ ȱȱȱȱȱ ¢ȱǱ ¢ǯ • boundary layers—imaginary lines around Research/query. ȱȱȱ ȱȱ¡ȱȱ political and service areas such as country, ȱȱȱĴȱȱȱȱ¢ǯȱ state, and county, such as zip codes and school ȱǱȱ ȱȱȱǵȱ ȱȱȱȱǳǵȱ districts; ȱ ȱǵȱȦ ȱȱ ȱȱȱǵȱ • ȯ¢ȱȱȱȱ ȱȱ ȱȱȱ¢ǵȱȱȱȦ ȱȱǵ middle of a street; each feature is a segment Inventory. A schools layer is an inventory of all and each segment contains information about ȱȱ ȱȱęȱǰȱȱȱȱ ǰȱ ȱ ¡ǰȱ ȱ ȱ ǲȱ county; inventories are generally maintained by the ȱ ȱ ȱ ȱ ȱ ǲȱ ȱȱ Ȧȱȱǰȱȱ¢ȱ ȱ ŗȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ¢¢ȱȱȱĴȱǲ ȱ¢ȱȱŗŖŖȱȱȱǲȱȱŗȱȱ Analysisȱ ȱ ȱ ȱ ȱ ȱ ȱ ěȱ ȱ ȱȱȱȱ ȱȱ¢ȱȱŗŖŖȱȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱǲȱȱĴȱȱȱȱȱ ęȱȱȱ¢ȱȱ¢ȱǻȱȱ- contains the street name, speed limit, direction ¢Ǽǰȱȱȱȱǰȱǰȱǰȱȱ of travel, from address, to address and much age of a neighborhood, youth crime in neighborhoods more; the centerline is one of the key layers used ȱȱ ȱȱȱȱȱ ȱęȱȱȱȱǲ ǲȱȱ¡ǰȱȱȱȱǰȱȱ£ȱ • ȯȱȱȱȱ ǲȱ¢ȱȱ of dots represent cities—the bigger the dot, the higher ȱȱȱȱȱȱȱ ǰȱȱȱ the population; parcels have a physical address; a parcel layer Map-making or cartography is the design and is used to distinguish private from government production of maps, or visual representations of spatial ǲȱ ȱ ȱ ȱ ȱ ȱ ¡ȱ ȱ ȱ ǰȱȱȱĞȱȱȱ ǲȱȱȱȱ¢ȱ actually surveyed, so that the boundaries can ȱȱȱȱ¢ǲȱȱ ǰȱȱȱ ȱ ȱȱȱĜǰȱȱȱȱȱȱ ȱȱȱȱȱǰȱȱȱę- ȱęǲ ȱȱȱ¢ǰȱ¢ȱ ȱȱȱȱȱȱ • base map layers—are typical layers used on ȱȱǯȱȱȱȱ¢ȱȱȱȱ ȱ ǲȱ ȱ ¢ȱ ȱ ǰȱ ȱ ȱǱ streets, parks, lakes, and rivers; if the area of • ȱ¢ȱęȱȱǰȱ ȱȱȱǻȱ interest is a city, the base map layers might ¢Ǽȱǲ ȱǰȱęȱǰȱȱ • a descriptive title; and industrial areas; and • a symbolized map key; • aerial photography—a collection of many • ȱȱ ȱǻȱǼǲ ǻȱ ȱ ȱ Ǽȱ ǰȱ ¢ȱ • a properly cited data source; ȱȱȱȱȱȱ¢ȱȱȱ • an appropriate scale bar; and ȱȱȱȱǯ • ȱȱȱ ȱǯ Aerial photography is one of the most used lay- Routing is the process of determining a path from ȱȱ ǰȱȱȱȱȱȱȱȱȱȱ ȱȱȱǯȱȱȱȱ ȱ

Information Technology Management řŘŗ map services have made this function very popular for • people; and Ĵȱǯȱȱȱȱȱȱȱ • ǯ ¢ǯȱ ȱ ȱ ȱ ȱ ȱ ȱĴǱȦȦǯǯȦȦ¡ǯȱȱȱȱ ȱ ¢ȱ ȱ ȱ ¢ǯȱ ȱ ¢ȱ Ğ ȱȱȱȱ ǯȱȱ¡ȱŗŚǯŝȱȱȱ- ȱ ȱȱǻȱȱȱ¢ȱǼȱ¢ȱ ȱȱ ǯ ȱǯȱȱȱȱȱȱ- ȱȬ ȱ ȱ¢ȱ ȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ¢£ȱ Ĝȱ Ě ǯȱ is much too costly for a typical park and recreation This model can be used to ponder solutions for these ȱȱǯȱ¢¢ǰȱ ȱȱȱȱ Ǳ of a county or regional government entity that can lever- • ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱǯȱ ȱȱȱ¢ȱ ǵ that leisure service agencies participate as users of the • ȱȱȱȱ¢ȱ ȱȱ ȱȱȱȱȱ¢ȱȱǰȱ ǰȱ ȱȱȱǵȱ ǰȱȱȱȱ¢ǯ • identify the best emergency routes to use dur- It is not unusual for a department to pay an annual ȱȱȱȱǯ ȱȱȱȱȱȱȱ ȱǯȱȱ ȱ ȱȱ ȱǰȱȱ ȱěȱ Public presentations. The visualization component solutions for creating simple data layers using Google ȱ ȱ ȱȱȱȱ¢ȱ¢ȱ- ȱȱĞȱȱȱȱȱȱȱ tion, so that more time can be spent on decision-mak- ȱȱǯȱȱȱǰȱȱěȱ¢ȱ ing in public meetings; from poster-sized color maps, ȱȱȱȱ¢ǯȱȱ¡ǰȱ ȱȱȱ ȱȱ¢ǰȱȱȱȱřȱȃĚ¢ȱ ęȱȱȱȱȱǰȱ Ȧ ȱ- throughs,” all are tools for public presentation that tell ȱ ȱȱȱȱȱęȱǻȱ¡ȱŗŚǯŞǼǯ ȱ¢ȱȱ ȱȱȱȱȱȱ ¢ȱȱȱȱȱǯ ȱȱȱȱȱǱ GIS as an Industry Ǳ ȱȱȱȬȬȱ¢ȱ¢ȱ- • public information should be available and ȱȱȱȱȱ ǯȱ ȱȱȱ ȱ ȱǲ in schools, colleges, and universities throughout the • ȱȱ ǰȱȱȱȱ- ǯȱ ȱ ȱ ¢ȱ ęȱ ȱ ¢ȱ ȱȱȱ ǲ ȱȱȱȱȱȱȱ ȱ- • ¡ȱȱȱȱ¢ȱȱ ¢ǯȱȱȱȱȱ ȱ ȱȱ¢ȱȱȱȱ ȱȱȱĜȱȱ¢ǰȱȱȱ government, military and utility companies to manage impossible; and ȱȱȱȱȱ¢ǯȱȱ¡ȱ • ȱ ȱȱĜȱȱȱȱȱȱȱ- ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ogy that could tie the data of multi-government ȱȱ ǰȱǰȱȱǰȱȱȱ £ȱǯ planners studying the impact of construction in urban • ȱ ȱȱ¢ȱȱĜȱȱȱȱȱȱ ǯ ȱȃȱęȄȱȱȱȱȱȱȱȱȱ ¢ȱ ȱ ¢ȱ ȱ ȱ ȱ Ȭȱ£ȱǯ ǰȱȱ¢ȱ¢ȱȱȱȱ ¢ȱ ǯȱ ȱ ȱ ȱ ȱ Ǳ ȱȱǯȱȱ ȱȱ ȱȱ • money is not a problem; ȱ ȱ ȱ ŗşŞŖǰȱ ȱ ȱ ȱ ȱ ȱ ȱ • political control is not a problem; ¢ǯȱ¢ȱȱǰȱ ǰȱȱȱȱ • ȱȱȱȱȱȱǲ ȱ ȱ ȱ ȱ ěǯȱ ¢ǰȱ ¢ȱ • availability of technology is not a problem; and ȱȱȱȱȱȱȱȱȱȱ • ȱȱȱȱȱǯ ȱ ǯȱȱȱȱȱȱȱȱȱ ȱ ȱ¢ǯ ȱȱ¢ȱȱȱȱ ȱ¢ȱ ȱ¢ǯȱȱȱ ǰȱ¢ȱȱȱ Components of a GIS ȱȱȱȱȱȱ¢ȱȱȱȱ¢ȱ ȱ ȱ ȱ ȱ ȱ ǻ ǯǯǼǯȱ ȱ ȱ ȱȱęȱ¢ȱǱ Anyone can purchase devices the size of hand-held • ǲ calculators that identify hotels, restaurants, and gas • Ğ ǲ ȱ ȱ ¢ȱ ȱ ¢ȱ ȱ ǯȱ ȱ • data; ¢ȱ ǻȱ Ǽȱ ȱ ȱ ȱ ȱ ȱ

řŘŘ Information Technology Management Exhibit 14.7 GIS Components

ȱȱȱȱȱȱȱȱȱ ȱȱȱ ȱȱȱ¡ȱȱȱȃȱ Ȅȱ ȱȱ ȱȬ ȱȱȱȱǯȱȱ¢ȱ ȱȱȱȱ- ȱĴȦȱȱȱȱǯȱȱ¢¢ǰȱȱ ȱȱȱȱȱȱȱȱȱ ¢ǲȱȱȱȱȱȱȱȱȱǯ Ğ ȱĞ ȱȱȱȱȱȱȱȱǰȱ¢£ǰȱȱ¢ȱȱ 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- resources; most regional governmental units ȱȱ¢ȱȱǯȱȱȱȱȱȱȱ ȱȱ ǰȱȱȱ ȱȱ ȱȱȱȱ ¢ȱǰȱȱǰȱȬȬ ¢ǰȱȱȱ ȱȱȱȱǯ ȱ ȱ ȱ ǯȱ ȱ ȱ - • ¢ȱ ȱ ȱ ȱ ȱ ¢ȱ ¢ȱ ȱȱȱȱǰȱ ǰȱȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱǯȱ¢ȱ£ȱȱȱȱ functions; organizations should specialize in ȱȱȱȱ ǯȱȱȃȄȱȱȱ ȱ creating layers of data and not in maintaining ȱȱȱȱȱǯȱȱȱȱȱ ȱ ȱ ȱ¢ǯ ȱ ȱȃ¢Ȅȱȱǯȱȱȱ¢ȱ¢ȱ¢ȱ • £ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱǰȱȱȱȱ¢ǰȱĚǰȱ ǻȱȱȱȱȱȱǼȱȱȱȱ contours, and others available for use by state and fed- is limited to basic features that do not change ȱ£ǯ Ğǯ ȱȱĴȱȱȱ ȱȱȱ • ȱȱȱȱȱ ȱ ȱȦȱ ǯ ȱ ȱȦǯ • ¢ȱȱȱǻǼȱȱȱ ǰȱ ȱȱȱ¢ȱȱ ǰȱȱȱȱ ȱ ȱȂȱȱȱ ȱǰȱȱ¢ȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ęȱ

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 ¢ȱ ŗŘȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ǯȱȦȱȱȦȱ¢ȱȦȱ¢ȱȦȱǯ Ĵȱ¢ȱȱȱȱȱ¢ȱȱ ȱȱ ǵ ȱƽȱşŖŜŘǭȱƽȱŗǭ ¢ȱƽȱŖǭ ȱƽȱşŚş ȱȱȱȱȱȱǯ ŖŖşǭ ƽŘŞŖŝŝŘŜŚǯ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ŘŚȬǰȱ řȬȱ ǻȱ ȱ Ǽȱ ȱ ¢- Global Positioning Systems ȱȱǯȱ ȱȱǰȱȱ- ȱ ȱ ȱ ěȱ ¢ȱ ȱ ȱ ȱ ȱ A global positioning system (GPS) is a constellation of ǰȱȱȱ¢ȱȱȱȱȱȱ ¢ȱȱȱȱȱȱȱ¡¢ȱ ǯ

řŘŚ Information Technology Management ȱȱȱȱ ȱȱȱ • ȱěȱȱȱ ȱȱȱȱȱ ȱȱȬȱȱȱȱȱǻȃŗȄǰȱ the day; and ȱȱŗśŝśǯŚŘ £ǰȱȱȃŘǰȄȱ ȱȱŗŘŘŝǯŜ £Ǽ. • ȱȱȱȱ ȱȱ On these carrier frequencies are broadcast codes, much ¢ǯ like radio or television stations broadcast information ȱȱȱǻǼǯȱȱȱȱ Disaster Mitigation and Security ȱǰȱȱ¢Ȭ¢ȱ¢ȱȱǻǼȱȱȱ ȬȱȱȱȱǻǼȱǯ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱ ȱȱȱȱȬęȱȱ ǯȱȱȱȱȱǱ ¢ǯȱȱȱȱȱȱȬ • computer room security; ȱ ¢ȱ ǻǼǯȱ ȱ ȱ ǰȱ ǰȱ • data security; and Ȭȱȱȱȱȱǰȱ ȱȱ • ȱ¢ǯ ȱȱȱǯȱȱȱȱ ȱȱĴȱǰȱȱȱȱǰȱȱ Computer Room Security ȱȱȱǰȱȱȱǯȱȱ ȱ ȱȱȱȱ¢ȱ ȱȱȱ developed to help apply precise amounts of chemicals; servers mitigate the issues of intentional and acci- ȱ Ȭȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ¢ȱ ȱ of liquid nitrogen is applied to the areas being fertil- ȱ ȱ¡ȱ ȱȱȱ¢ȱȱ£ȱ £ȯȱ¢ȱȱǯȱȱȱȱ ǯȱȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ on the front of the sprayer that correspond to the nozzle ȱȱȱȱȱȱȱȱȱ ¢ȱ ǯȱ ȱȱȱȱȱ¢ǰȱȱȱ££ȱ ȱȱȱ ȱȱǯȱȱȱ ȱȱ£ȱȱȱěȱȱǯȱ ¢ȱ ¢ȱ ȱ £ȱ ȱ ¡¢ǯȱ ȱ ȱ ȱȱ¢ȱȱȱęǰȱȱȱ¢ȱ ȱȱ ȱȱȱȱȱȱ detect the level of nitrogen in the plants, adding nitro- ȱȱǱȱȱǰȱȱǰȱ ȱȱěȱȱȱȱȱȱǯȱ Ěǰȱ¢Ȧ¡ȱǰȱęȱǰȱȱȱǯȱȱ ȱȱ ȱȱȱ¢ȱȱȱ ȱ ȱęȱȱȱȱȱȱȱȱ ȱȱ¢ȱǯ ȱȱǯ Disaster Recovery and Data/Application Security This pertains to the policies and procedures a depart- Business Continuity ȱȱȱȱȱȱǯȱȱ¢ȱȱ ȱȱȱȱȱǻǰȱǰȱǼȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ¢ȱ ȱȱȱȱȱ ȱȱȱȱȱȱǻǱȱ ȱȱȱȱȱȱǻ- Ǽǯȱȱ¢ȱȱȱȱȱȱȱ ǼȱȱȱȬȱȱȱǯȱȱȱȱǰȱ ȱȱ ȱȱȱȱȱȱǯȱȱȬȱ ȱȱǻȱ¢ȱǼȱȱ¢ȱȱ ȱȱȱěȬȱȱȱȱǯ for department information resources, because he is the ¢ȱȱǻȱȱȱȱ ¢ȱȱ ȱȱȱ¢ǰȱȱǰȱȱ Ǽȱȱęȱȱȱǰȱ- ȱȱȱȱȱȱǯȱ ę¢ǰȱȱȱȱȱȱȱȱȱ ȱěȱȱȱǰȱȱǰȱȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ¢ȱ ȱ ¢ȱ¢ȱǯ ȱ ǰȱ ǰȱ ȱ ǯȱ ȱ ȱ ȱ ȱěȱȱȱȱȱȱ ȱȱ to protect the information assets should something agency to encourage people to engage in safe-comput- ȱȱȱȱȱȱ ǯȱ¢ȱȱ ȱ ǯȱ ¡ȱ ȱ ȱ ȱ ȱ ǻȱȱĴȱȱȱȱ¢ȱȱȱ Ǳ Ǽȱ¢ȱȱȱȱȱȱȱ • ȱȱ¢ȱȱ ȱȱȱȱȱ ȱȱȱȱȱȱǯȱ ȱ ǲ ȱȱȱ ¢ȱȱȱȱǯȱ • ȱ ȱ¢ǲ ȱȱȱȱǰȱȱȱȱ • ȱȱȱȱȱȱ ȱȱ user activity assists in determining the cause of such ¢ǰȱȱȱ ȱȱȱȱȱȱȬ ǯȱ ȱ¢ȱȱȱȱȱ ȱȱǻǯǯǰȱǰȱ¡ȱǰȱǯǼǲ ȱǻǯǯǰȱȱȱȱȱęȱ ǰȱ ȱ • restrict Internet usage to those sites that are ȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ business-oriented and trusted; ȱǯȱ ȱȱȱȱȱ ȱ ȱ¡ȱȱ • ȱ ȱ ȱ Ȭȱ Ĵȱ ȱ ȱ ȱȱȱȱȱȱȱ¢ǯȱ ȱȱ ȱȱ ǲ ǰȱȱȱȱȱ ȱěǰȱȱ-

Information Technology Management řŘś ȱȱȱȱ ȱǯȱȱȱ Tier 1: Data Backup with No Hot Site ŗŚǯŝȱȱȱȱ¢ǯ ȱȱȱȱŗȱ¢ȱȱȱȱ ȱȱȱȱȱȱȱȱěȬȱȱ Network Security ¢ǯȱȱȱȱȱȱȱȱ ȱȱ ȱĴȱȱȱȱȱȱ ĞȱȱȱȱȱȬȱȱȱȱ ȱȱȱȱȱ Ȃȱ¢ȱȱȱ ǻǼǯȱȱȱ ȱĞȱȱȱȱ ȱȱȱȱ ȱǯȱ ȱȱȱ and shipped, these organizations must be prepared ȱ ǰȱȱǰȱȱǻȱĴȱȱ¡Ǽȱ ȱȱȱ¢ȱȱ ȱȱȱǰȱȱȱ ȱȱȱȱ ȱȱȱǰȱ ȱ ȱȱȱěȬǯȱ ǰȱȱȱȱȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱȱ ȱȱȱǯ ȱ Ĵǰȱ ȱ ¢ȱ ȱ ȱ ǰȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ¢ȱ ȱ Tier 2: Data Backup with a Hot Site ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ¢ȱ ȱȱȱŘȱȱ¢ȱȱ ȱȱę ǯȱȱȱȬȱȱȱȱȱ ȱȱȱȱǯȱȱȱȱ ȱȱ ȱȬȱȱȱȱȱǯȱȱȱ ěȬȱ¢ȱȱȱǻ ȱȱȱhot siteǼǰȱȱ ȱȱěȱȱ ȱ¢ȱȱǰȱǰȱȱ ȱȱȱ¢ȱȱȱȱȱȱȱ ǰȱȱȱȱȱȱȱ ȱ ȱȱǯȱȱȱ ȱȱȱȱȱȱȱ ǯȱȱȱȱȱȱ¢ȱ ȱȱȱȱȱ¢ȱ ȱȱǰȱȱ ȱ ȱ ǰȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ¢ȱȱȱȱǯ ȱ ȱ¢ȱǻǼǰȱȱĴ¢ȱǯȱ ¢¢ǰȱȱ ǰȱ ȱ ǰȱ ȱ - Tier 3: Electronic Vaulting ȱȱȱȱ ȱǯȱȱȱ ȱ řȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ Řǯȱ is to prevent an event that disables an agency’s ability Additionally, some mission-critical data are electroni- ȱȱǯ ¢ȱȱȱȱȱȱǻǼȱ Business Continuity Plan (BCP) ǯȱȱ¢ȱȱȱȱ¢¢ȱ ȱ ¢Ȃȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱȱĞȱȱȱȱȱȱ ȱȱ ȱȱǰȱȱȱȱȱȱȱȱĞȱȱ ȱȱȱ¢ȱȱ¢ȱǯȱȱ ȱǯ ¡ǰȱȱ ȱ¢ȱ ȱ ȱ ȱǰȱ- ȱȱȬȱȱǰȱ ȱȱȱȂȱȱȱǯȱȱ ȱȱȱȱ¡ȱȱȱȱ ȱ¢ȱȱ¢ȱȱȱȱȱ- physical or virtual tape devices, and an automated tape ȱȱȱȱȱǯȱę¢ǰȱ ¢ȱȱȱȱǯȱ ȂȱȬȬȱȱȱ ȱȱȱȱȱ¢ȱȱȱ ȱȱ Ȃȱȱ ȱ ȱ ȱ ¡ȱ ȱ ȱ ¢ȱ ȱȱȱ ¢ȱȱȱȱȱ ȱȱȱ ǯ ȱȱȱǯȱȱȱȱȱȱĜ- ¢ȱ ȱȱȱǯ ȱŚǱȱȬȬȱ ȱŚȱȱȱȱ¢ȱȱȱȱȱ greater data currency and faster recovery than users of When Disaster Strikes ȱǯȱȱȱ¢ȱ¢ȱȱȱǰȱ Given there are information resources, a business oper- ȱȱȱȱȱ ȱǰȱȱŚȱȱȱȱ ǰȱȱȱȱǻȱ¢ȱǰȱȱȱǼǰȱ ȱȱȬȱǯȱȱȱȱ ȱ ȱ ȱ ¡ȱ ȱ ȱ ȱ ȱ data loss are still possible, but it is easier to make such ȱȱȱȱǵȱ ȱȱȱȱ ȬȬȱǻǼȱȱ ȱȱ¢ȱȱ ȱ¢ȱ¢ȱȱȱȱǯȱȱ ȱǰȱȱ ȱ¢ȱǯ ȱȱȱęȱȱȱȱȱȱǻȱęȱ ¢ȱȱ¢ȱǼǰȱęȱ ǯ Tier 5: Transaction Integrity ȱśȱȱȱȱ¢ȱȱ ȱȱ- ȱŖǱȱȱěȬȱȯ¢ ȱȱ¢ȱȱȱ ȱȱȱ No Recovery ȱ¢ȱȱǯȱȱȱĴȱȱȱȱȱȱ ȱ ȱȱȱŖȱȱ¢ȱȱ ȱǲȱ ǰȱȱȱȱȱ- have no ǯȱȱȱȱȱǰȱȱ- ¢ȱȱ¢ȱȱȱȱȱȱǯ mentation, no backup , and no contingency ǯȱȱȱ¢ȱȱȱȱȱȱȱ ȱŜǱȱȱȱȬȱȱ ǯȱ ȱǰȱȱ¢ȱȱȱȱȱȱ Tier 6 business continuity solutions maintain the high- ȱǯ ȱȱȱȱ¢ǯȱ¢ȱȱȱ¢ȱȱ

řŘŜ Information Technology Management ȱĴȱȱȱȱȱȱȱȱ ȱȱ ȱȱȱȱǱ ȱȱȱȱȱ¢ǯȱȱȱ • ȱȱȱȱ ȱĴȱȱ have no dependence on the applications or applications ¢ȱ ȱȱǲ ěȱȱȱȱ¢ǯȱȱŜȱȱĞȱ • delete them; and require some form of disk mirroringǯȱȱȱȱ • ȱ¢ȱȱȱȱȱĴǰȱȱȱęȱ synchronous and asynchronous solutions available ȱ¢ȱȱȱȱ¢ȱȱĞ ȱ from the mainframeȱȱǯȱȱȱȱ ȱȱȱǯ ȱěǰȱěȱěȱȱȱ ȱěȱrecovery point and recovery timeȱ- ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱĞǰȱȱȱȱȱȱȱȱȱ Ĵȱ¢ǲȱȱȱȱȱĞȱȱ - ǯȱ ǰȱȱȱ¢ȱ ȱȱ ȱȱȱȱȱȱȱ¢ǯȱȱȱ ȱȱȱȱ¢ȱȱȱȱȱǯ ȱȱȱȱȱ¡ȱŗŚǯşǯ ȱȱ¢ȱǵȱȱȱ¢ȱȱȱ Tier 7: Highly Automated, Business payload, such as a worm or Trojan horse programǯȱȱ Integrated Solution ȱȱȱ¢ȱȬȱȱȱęǰȱȱǱ ȱŝȱȱȱȱȱȱȱȱ • ȱȱȱǰȱ¢ȱęȱȱ¢ȱ ȱȱȱȱŜȱȱ ȱȱȱȱ disk drive; ȱ ǯȱ ȱ ȱ ȱ ȱ ŝȱ ȱ ȱ ȱ • send itself to everyone else on your e-mail list; ¢ȱȱȱȱȱ ȱȱȱ¢ȱȱ • ȱ ¢ȱ ȱ ȱ Ȧȱ ȱ ¢ȱ Ŝȱǯȱ¢ǰȱ¢ȱȱȱȱȱ ęȱȱǲȱ ǰȱ ȱȱȱȱ¢ȱȱ- • ȱȱǰȱȱȱȱĞ- ȱȱȱȱȱ¢ȱȱ ȱȱ- ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱ¢ȱǯ ¢ȱǯ ȱȱǻ ȱȱȱ¢ȱȱȱ¢ȱ ȱ¢ȱȱȱ ȱȱǱ Ǽȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ǯȱȱȱȱȱȱȱ • ȱ¢ȱȱĞ ȱȬȬǲ can be computed by identifying the components needed • ¢ȱ¡ȱ¢ȱȱȱȱ- ȱ ¢ȱ ȱ ȱ ȱ ¢ȱ ǯȱ ȱ ȱ ence of infection; ȱȱȱ ȱȱ ȱ¡ǰȱ¢ȱ- • get some of the best protection available from ȱǰȱȱȱȱȱǯȱȱ ȱĞ ǲ ȱȱ¢ȱȱȱȱȱȱ ȱ ȱȱ • ȱȱȬȱȱĴǲȱȱ disaster recovery plan is for the information resource ȱ ȱ ȯȱ ęȱ ȱ ȱȱ ȱ¢ȱȱȱǻǯǯǰȱȱ you open them; ȱ¢ǰȱȱȱǰȱȬǯǼ • ȱȱȱȱȱ ȱ¢ȱ- virus vendor; let the program help protect you Malware: Malicious Software by automatically updating the virus signature ęǲ Malwareȱ ȱ ȱ ȱ ęȱ ȱ Ȭȱ • ȱ ¢ȱ ȱ ȱ ǲȱ ȱ Ğ ȱ ȱ ěȱ ȱ ȱ ȱ ȱ your antivirus program to check your system ȱǯȱ ȱȱǰȱ ǰȱȱ¢- ȱ¢ȱǲȱȱ ȱȱȱȱ ȱ ǯȱȱȃȄȱȱȱęȱȱǯ ȱ¢ȱȱȱǯ • ȱȱȂȱ ǲȱȱȱȱȱ Threats from Viruses on your task bar regularly to make sure your ȱȱ¢ȱȱȱǵȱȱȱȱ¢ȱȱ- Ğ ȱȱǲȱ ȱ ǯȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ • ȱ¢ȱȱ¢ȱȂȱȱ ȱ ȱ Ĵȱ ȱ ęȱ ȱ ȱ Ȭǯȱ ȱ ȱ ȱ ¢ȱȱȱĞ ȱǰȱȱȱ- ȱȱȱȱȱȱȱǯȱȱ ȱȱȱ¢ȱȱĞ ǰȱǯ ȱȱȱ¢ȱȱęȱȱȱȱ ȱȱ¢ȱ ȱȱ¢ȱȱȱȱǵ ǰȱȱȱȱ ǯȱȱȱ ȱ ȱ ȱ ȱ ¢ǯȱ ȱȱ - properly protected are at higher risk of contracting a tact your IT department if any of these occur on your ǯȱȱȱȱȱȱ ȱȱȱȱ Ǳ ŘŚȱǯȱȱȱȱȱęȱȱęȱȱ ȱȱȱȱǯȱȱęȱȱȱ • ȱ ȱ ȯȱ ȱ ȱ ȱȱ¢ȱȱȱȱȱȱȱȱ unauthorized activity going on in the back- ǻǯǯǰȱ¢ǰȱǰȱȱǼǯ 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 ȱȱǻȱǼ ĴǱȦȦ ǯ£ǯȦȦȦǯȱ ¢ ¢ȱȱ ȱȱǻ¢ȱǼ ĴǱȦȦ ǯ¢ǯȦȱ Ȭ ȱ¢ ȱȱ ȱǻȬ ȱ¢Ǽ ĴǱȦȦ ǯǯȦȦę Ȧ¡ǯǵƽę ȱ ȱ¢ȱ¢ ȱ ȱȱǻ ȱ¢ȱ¢Ǽ ĴǱȦȦ ǯȬȬę ǯȦȱ

• unusual behavior of your computer—take ȱȱȱȱ ȱ¡ȱ¢ȱĴȱ notice if applications are not operating cor- ȱ¢ȱ ȱȱ ȱȱȱǰȱȱ ¢ȱȱȱȱȱęȱȱǯ ȱ ȱǰȱȱǰȱȱȱ¢ȱȱ ȱȱȱȱ¢ȱȱǻȱ¢ȱȱ ȱ Threats from Adware and Spyware ȱȱȱǼ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ - ȱȱ¢ȱȱ ȱȱȱȱ- Ǳȱ ȱ ȱ ǰȱ ǰȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ǯȱ ¢ȱ ȱ ȱ accounts. ȱȱ¢ȱ ȱȱȱȱ ȱȱ¢ȱ ȱȱȱ ȱ¢ȱȱ¢ȱȱ ȱ¢ȱȱȱ¢ȱ¢ȱ ǰȱȱ¢ȱ ȱȱȱěȱȱȱȱȱȱȱ ǯȱ ǯȱȱȱȱȱȱ¢ȱȱ¢ȱ Adware programs try to intercept and redirect your ǵ ȱȱȱȱęȱȱȱǯȱSpyware • access information on your computer, such as ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ¢ȱęȱǰȱȬȱǰȱȱ personal information so that it can be transferred to an ȱȱ ǰȱȱȱǲ ȱǯȱȱȱȱȱȱȱȱ • ȱ ȱȱȱ¢ǰȱ¢ǰȱ¢ǲ is to identify your preferences so that ads for products • change your mailing address, and have items ȱ ȱ¢ȱ¢ȱȱȱȱ¢ȱ- ¢ȱȱǻȱǼȱȱȱǲ ¢ȱǻȬȱǼǯȱȱ ȱȱȱ • ȱ¢ȱȱ¢ȱǲ ¢ȱǰȱ ȱȱ¢ȱ¢ȱǻ ȱ • buy or sell stocks; ȱȱ Ǽǰȱȱȱȱȱȱȱȱȱ • apply for loans, including mortgages; and ȱ¢ȱȱ ȱȱȱȱȱ¢ȱ ȱ • pretend to be you in online chats or other online ǯ activities, such as auctions; ȱȱȱ¢ȱ¢ȱȱǯȱ ȱ¢ȱ • change access to devices, applications, and £ȱȱȱȱȱȱȱȱȱȱ- ȱȱ¢ȱȂȱȱǯ ȱ¢ȱȱȱȱ¢ȱǯȱȱȱ ȱȱȱęȱȱcookies. If an identity thief changes the mailing address for ¢ȱǰȱ¢ȱ¢ȱȱ ȱ¢ȱȱȱȱ Want a cookie?ȱȱȱȱ¡ȱęȱȱȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ǯȱ ȱȱȱ ȱ¢ȱǰȱȱȱȱȱ- ȱȱȃ¢ȄȱȱȱĞ ȱȱȱ ȱȱ¢ȱǯȱȱȱȱȱȱȱ ȱ ¢ȱ ȱ ȱ ȱ ¢ȱ ǰȱ ȱ£ȱǰȱȱȱȱ ȱȱȱ ȱȱ¢ȱǯȱ ȱȱ¢ȱ¢ȱ¢ȱ ǯ ȱ ¢ȱ ȱ ȱ ǰȱ ȱ ¢ȱ

řŘŞ Information Technology Management ȱ¢ǰȱȱȱ¢ȱǯȱǻȱ ȱȱȱȱǰȱȱȱȱȱěȱ ȱŗŚȬŞȱȱȱȱ ǯǼ ǰȱȱ ȱȱěȱȱȱȱǯȱ ȱ ȱǰȱȱǰȱȱȱȱ ȱ ȱȱȱȱ ȱȱȱȱǰȱȱ ȱ that you can remember, but is hard for anyone else to ¢ȱȱ¢ȱ¢ȱȱȱȱȱǯ ǯȱȱȱ¢ȱȱȱ ȱȱ¢ȱ ȱ¢ȱȱ ¢ȱȱ¢ȱǰȱȱȱ ȱȱȱȃȄȱ ǰȱ ȱȱȱȱ ȱ ȱȃȄȱǯȱȱȱȱȱ¢ȱǰȱȱ not easily be guessed by someone else or is not easily ȱěȱ ¢ȱȱȱǯȱȱ ȱ¢ȱ ȱ ęȱ¢ȱȱĞ ȱȱȱȱȱȱ ȱȱęȱȱ ȱȱȱǯ ǯȱȱȱ ȱȱȱȱȱȱ ȱ ¢ȱ ¢ȱ ȱ ȱ ȯ ȱ Ȃȱ ȱ ȱȱȱȱ ǯȱȱȱ ȱȱ¢ȱǰȱȱ ȱǰȱȱȱȯ¢ȱ ȱ ¢ȱȱȱ ȱǱ ¢Ȃȱȱȱȱȱȱǯȱȱȱȱȱȱ ǰȱȱȱęȱǰȱȱȱȯȱȱ • is at least seven characters in length, and the ȱȱĴǲ ȱȱȯȱ¢ȱȱȱ¢ȱȱ ȱ ȱȱ ȱ¢ȱȱȱȱȱ¢ȱ¢ȱ ȱ • ȱȱȱ ȱȱĴǰȱ- als, symbols; ¢ȱ ȱ ȱ ǯȱ ȱ ¢ȱ ȱ ȱ ȱ help protect your privacy is much the same; it involves • has at least one symbol character in the second ȱ¡ȱǲ ȱǰȱȱȱȃȱȄȱę¡ǯ The management componentȱȱęȱȂȱ • ȱ ȱ ȱ ȱ ěȱ ȱ ȱ ¢ȱ ȱǻȱǼǲ ¢ȱȱ¢ȱ£ȱǯȱȱȱ ȱȱ ȱǱ • ȱ ȱ ȱ ȱ ȱ ȱ Ĵȱ ȱ numbers; • to keep information current and accurate; • does not use any part of your log-in name for • ȱ ȱ ȱȱȱȱ¢ȱę¢ǲ ¢ȱ ǲ • to provide training and develop documenta- • ȱȱȱ¢ȱȱ ȱȱȱȱ¢ȱ tion as needed; language; • ȱȱȱȱȱ ȱ¢- • does not use numbers in place of similar let- ȱȱȱȱȱ¢ȱ¡- ters; cuted and their procedures understood; and • does not reuse any portion of your old pass- • to put in place a plan for disaster recovery for ǲ ȱ¢ǯ • ȱȱȱȱĴȱȱȱȱ ȃȄȱȱȃŘřŚśŜŝȄǲȱ These database managers, or super users, could be those ȱ ȱȱȱȱȱȱȱȱȱ • ȱȱȱȱ¢ȱȱ¢ȱ¢ǰȱ ȱȱȃ ¢Ȅǯ ¢ǯȱȱȱȱ¢ȱȱ ȱȱȱȱ ȱǯȱȱ¢ȱȱ- Ğȱ¢ȱȱȱȱȱ Ǳ ȱ¢ȱȱȱȱȱȱ¢ǯȱ ȱ • keep it to yourself; ěȱ¢ȱȱȱȱȱȱȱȱȱ • ȱȱ ȱȱ ǲ ȱ ȱȱȱȱȱȱȱǯȱȱȱȱ- • ȱȱȱȱ ȱ¢ǲ ment problem that can be corrected by implementing a • ȱ ȱ ȱ ȱ ȃȱ ¢ȱ Ȅȱ ȱȱ¢ȱǯ ǰȱ ȱȱȱȱȱȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ¢ȱ ȱȱ ȱǲ ȱǱ • ȱěȱ ȱȱȱȱ 1. personal information: documents, spreadsheets, needs a high level of protection; and databases that have no operational bearing • ȱ ¢ȱ ȱ ȱ ȱ ¢ȱ ¡ȱ on the organization; and months; and 2. department (organization) information: Informa- • if you had reason to tell someone your pass- tion that has a direct bearing on the manage- ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ment, operation, and administration of organi- ¢ǯ £ȱǯ Restriction.ȱȱȱȱ ¢ȱȱȱȱȦȱ The policy should state that all organization infor- environment is to “harden” the server operating system mation mustȱȱȱȱ¢ǯȱȱ ȱȱȱ ǻǼǰȱȱȱȱǰȱȱȱȱȱȱĜȱ ȱȱȱ ȱȱȱȱȬȱ- for an intruder to use a client machine to hack into your ǯȱȱ¢ȱ ȱȱȱ¢ȱ£ȱ ǯȱ ȱȱȱǰȱȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ¢ǯȱȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ¢ȱ ȱ

Information Technology Management řŘş Exhibit 14.10 Exhibit 14.11 Survey Results of Senior IT Executives Article on the Need for Security

ŗŚȱȱȱȱȱ ȱȱĴȱȱȱŗŗǰȱŘŖŖŗȱȱȱ ȱȱȱǯǯȱȱ¢ǯȱ ȱȱ¢ȱ ¢Șȱ¢ȱȱ ¡ȘȘȱȱȱȱ ¢ȱǰȱȱĴȱȱȱȱ ȱȱ data are vulnerable to being ȱȱǻȱǰȱŗşşŝȱȱȱǼǲȱ ŘŖŖŘǰȱȱ lost in the event of a disaster ȱȱȱǰȱǰȱȱȱȱȱȱ ¢ȱ śŘȱȱȱȱ ȱ Ĝȱȱ Ğȱȱȱ ǰȱȱ ¡ȘȘȘȱ and procedures affecting domestic preparedness, ȘŘŝŚȱ ¡ȱ ȱ ȱ ǯǯȱ ȱ ȱ ȱ ȱ response, and “consequence management” for terror £ȱ ȱǯȱ Ĵǯȱȱȱȱȱȱȱȱ ȘȘȱ ȱ ȱ ȱ ȱ ȱ ę ȱȱşȦŗŗȱ¢ȱȱȱȱȱ ȱ ¡ǰȱȱȱȱęȱĜȱȱȱ¡ȱ ¢ǯȱȱȂȱȱȱ ȱǰȱ- Ĝǰȱȱȱǯȱ ȱȱěȱȱȱ ȱȱ and consequence management programs, and ongoing ȘȘȘ ȱ ¢ȱ ȱ ¢ȱ ȱ federally-directed reorganization and redirection of ȱ¡ȱȱȱȱȱȱȱĜǯ ¡ȱȬȱȱȱ ȱȱȱ ȱȱşȦŗŗȱȱĴȱǻȱŘŖŖśǲȱ¢ȱŘŖŖśǲȱ ǰȱȱǯǰȱŘŖŖśǲȱ ĴȱŘŖŖŚǼǯȱ ȱ ǰȱ ȱ ȱ¢ȱȱ£ȱȱȱ- ȱȱǯǯȱ ȱȱȱȱȱŘŖŖśǰȱȱ ȱ ǯȱȱȱęȱ ȱěȱȱ ȱȱȱȱ¢ȱ¢ȱȱȱ ȱǰȱ ȱȱȱȱȱȱǯȱȱ tested the capacity, adequacy, and limits of disaster policy ¢ȱȱȱȱȱ ȱǰȱȱȱ£ȱǰȱȱȱȱ ȱȱȱȱȱşȦŗŗǯ ȱǰȱȱȱȬǰȱȱȱȱȱǻĴȱȱ ȱ ȱȱȱȱ Ǽǯ Source: ¢ǰȱǯǯȱǻǯǯǼǯȱȱ¢ȱȱȱȱ ȱȱȱȱ¢ǯ Disaster Recovery

Our customers tell us that their greatest challenge ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ isn’t backing up their information—it’s recovering and ¢ȱȱȱȱ¡ȱȱŚŚȱȱȱ ȱ ȱ ȱ ȱ ¢ȱ ǯȱ ȱ Ȃȱ ȱ¡ȱȱȱ¢ȱȱ¢ȱȱ ȱǯǯȱȱȱȱȱȱ¢ȱȱ ȱȱǯ ȱǯȱ ȱȱȱ¢ȱȱȱǰȱȱȱ ȱ ȱ ȱ ȱ ¢ȱ ȱȱȱǰȱȱȱȱǯȱǻȱ ǰȱ ȱȱŜȱȱȱȱȱ ȱȱȱŘŖŖŗǰȱ ȱȱȱǰȱŘŖŖřǼ ȱŜśȱȱ¡ȱȱȱ¢ȱ- ȱ¢ȱȱȱ ȱęǯȱ ȱȱȱȱ ȱȱȱĞȱȱşȦŗŗȱĴǯ ¢ǰȱȱȱęȱ ȱȱȱȬȱ- Another management concern is business continuity ¢ȱȱȱ ȱ ȱȱǞřȱȱȱŘŖŖŗȱ ȱȱȱȱȱȱǯȱȱȱ¢ȱȱ ȱǞŚǯŘȱȱȱŘŖŖŜǰȱȱȱ ȱȱŜǯşȱȱ ǻǯǯǰȱ ȱǰȱȱȱĴǰȱǰȱ ǻȱ¡ȱŗŚǯŗŖǼǯȱ ȱȱȱȱȱ- ęǰȱǼȱȱȱȱȱȱǯȱ ȱ¢ȱǰȱ ȱȱȱĞ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱȱȱȬ¢ȱȱȱ ȱ¢ȱȱ ȱȱȱ¢ȱȱ ȱ ȱ ȱ ǻǼǰȱ ȱ ¡ȱ ȱ ȱǻęȱȱ¢ȱȱǼȱȱ ȱȱ ǞŘşǯşȱȱȱŘŖŖŗȱȱǞśŚǯşȱȱȱŘŖŖŜǯȱȱ ȱ ȱȱȱȱ¢ȱȱ¡ȱǯȱ ȱ ȱ ȱ ȱ ŗŘǯşȱ ǯȱ ȱ ǻȱȱŗŚǯşȱ ȱ¢ȱ¢ȱ ȱȱȱȱȱȱȱ ȱȱ ȱ¡Ǽǯȱǻȱ¡ȱŗŚǯŗŗȱȱŗŚǯŗŘǼǯ ȱ¢ȱȱȱȱȱȱȱŗŖȱǯȱ ȱȱȱ ȱȱȱǻ Ǽǰȱ ȱŝŖȱȱȱȱȱĴȱȱȱ Understanding IT Infrastructure ȱ ȱȱ¢ȱ¢ȱȱȱ ǻȱĴǱȦȦǯȦ¢ȬǼǯ ȱ ȱ ȱ ȱ ȱ ¢ȱ £ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ¢ǰȱ ȱ ęȱ more aligned on disaster readiness, according to the ȱ ȱ ȱ ȱ ȱ ¢ȱ £- ¢ǯȱ ȱ ȱ ȱ ęĞ¢Ȭȱ ȱ ȱ ǯȱǻ¢ǰȱȱȱǰȱŗşşŚǼ

330 Information Technology Management Exhibit 14.12 park and recreation publications have advertising from ȱ ǯȱ ȱ £ȱ ¢ȱ ¢ȱ ȱ ȱ Effects of 9/11 on IT Security ȱȱȱȬȱěȱȱ ȱȱ- ȱȱȱȱȱşȦŗŗȱĴȱȱȱ£ȱȱ £ǰȱȱȱȱȱȱȱȱǯȱ ¢ȱ ȱȱȱȱȱǱ There are numerous companies that provide IT services, ȱȱȱȱǯȱ ȱȱȱ Out of 100 CEOs that standards be adopted for each component of the ȱ¢ȱ¢ȱȱ ŗŖŖ ǯȱȱȱȱȱ ȱȱ ¢ȱŗŖȱ ¢ȱȱ¢ȱǰȱǰȱȱǯȱ The four components of IT infrastructure are listed in Added crises communications ȱ şş ¡ȱŗŚǯŗřǯ ȱ¢ȱȱ ȱ şŝ plans Workstations ȱȱȱ¢ȱ ȱ şŖ plans each year ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱȱ ȱȱǻǼȱȱȱȱȱȬ ȱȱȱ¢ȱ ȱ ŚŖ size machine that can provide all of the basic computer ȱ ȱȱ¢ ǯȱȱȱ¢ȱȱȱǰȱ Source: ȱ ¢ȱ ǻŘŖŖŚǼǯȱ ¢ȱ ȱ - ȱǰȱ ǰȱǰȱǰȱȱǯȱȱ ¢ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ Şǰȱ manufacturers compete to provide the best solution for ŘŖŖşǰȱ ȱ ĴǱȦȦ ǯ ǯȦĴȦŘŖŖŚȦ ȱ¢Ȃȱ ȱǰȱ ȱȱȱȱęǯȱ ŖǰŚŞŗŚǰşŖŞśŘǰŖŖǯ ȱȱȱȱȱȱ ȱȱȱ- ǯȱ¢ǰȱȱȱȱȱȱȱ for business applications are the Intel-based computers ȱǰȱ¢ǰȱ ǰȱĴȱȱ¡ǰȱ ǻȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ and communication services that are used to perform ȱ ¢ȱ ȱ Ǽǯȱ ȱ Ğȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱȱȱ¢ȱȱȱȱȱȱ infrastructure determines an organization’s ability to ȱȱȱȱǯ ȱȱȱȱȱȱȱǯ Laptops have become a popular alternative to ȱȱȱ£ȱǯȱ ȱȱȱ¢ȱ ¢ȱ ǯȱȱȱȱȱęȱȱ ȱȱȱĜȱȱ¢ȱȱȱȱȱǯȱ ȱȱȱȱǰȱȱȱȱȱȱȱ Larger organizations are usually supported by a spe- to a normal-sized monitor, keyboard, and mouse; or it ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ǯȱ ȱȱȱȱȱǯȱȱȱ¢ȱȱ ȱȱȱȱęȱȱȱĞȱȱ ȱ ȱ ȱȱȱȱȱȱȱȱȱ the specialists, it is important to understand and be able ȱȱȱȱǻǯǯǰȱǰȱǲȱȱȱ ȱȱ ȱȱȱ¢ȱȱȱȱ ȱǯȱȱ Ǽȱȱȱȱ¢Ȃȱȱ ǯ

Exhibit 14.13 The Components of an IT Infrastructure

Component Description Typical Managed Objects Workstations Device used to access agency ǰȱȱǰȱǰȱȱǰȱȱ information resources mobile devices ȱ ȱ ¢ȱȱ ȱǻęǰȱ ǰȱǰȱǰȱǰȱ ȱȱȱĴȱȱ ¢ǰȱ ǰȱ ȱȱǰȱ received ǰȱȱ ǰȱǭȱȬȬȱ Ǽȱ ȱ ȱȱȱȱ ȱȱ ȱ ǰȱ ǰȱǰȱȱ ȱȱȱ ȱȱȱ systems a central coordination of data transmission Data Center Location of mainframe, super ǰȱǰȱȱǰȱȱ ȱ computers or global servers ǰȱǰȱ Ě

Information Technology Management řřŗ A thin client deviceȱȱ ȱȱĴȱȱ ȱȱȱȱȱȱȱǻ ȱȱ Ǽǯȱ ȱȱȱȱȱǯȱ¢ǰȱȱȱȱȱ ȱȱȱȱȱȱȱȱǱ ȱȱȱȱ ȱǰȱȱȱȱ ŗǯ ęȱ ǻȱ ęǰȱ ȱ ȱ ȱ keyboard and mouse, and enough memory for a user to ¢ȱȱȱȱȬǼǲ ȱȱȱ ǯȱȱȱȱȱȱȱ Řǯ ȱ ǻȱ ȱ ȱ ȱ - ȱȱȱ ȱȱȱȱȱȱ- Ǽǲ ǯȱȱȱȱȱȱǯȱ ȱȱȱȱ řǯ ǰȱǰȱǰȱȱ ¢ȱǻȱ ȱȱ ȱȱȱȱȱ¢ȱ¢ǯ ȱȱ ȱĜǼǲ Mobile devicesȱȱȱ¢ǰȱǰȱǰȱȱ Śǯ ȱǻȱȱǼǲ other combination cell phone and data devices are śǯ ȱȱ¢ȱǻǼǲȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ Ȭǰȱ Ŝǯ ȱȱǻǰȱŗǰȱȦǼǯ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱȱȱȱȱȱȱǯȱȱ Fileserver ȱ ȱ ȱ ȱ ȱ ȱ Ĝȱ ȱ ȱ ȱ Serversȱȱ£ȱȱȱȃȱȄȱęȱ ȱǯ ȱȱ£ȱ ȱǯȱ¢ȱȱȱ Ergonomicsȱȱȱ¢ȱȱȱȂȱ ȱ- of large disk storage systems and large amounts of ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ǰȱȱȱȱȱǯȱȱȱ carpal tunnel syndrome, headaches, and back prob- important because they centralize data storage func- ǯȱȱ¡ȱȱȱ ¢ȱȱȱȱ ǰȱ ȱ ¢ȱ ęȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱǯ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢£ȱ In larger organizations, a number of servers may be ȱǰȱ¢ȱǰȱǰȱǰȱ - ȱȱȱ ȱǯȱȱȱȱȱ ǰȱȱǰȱ ȱǰȱȱȱȱȱ e-mail server ǻȱȱȱȱȱȬȱ- ȱǯȱȱȱȱȱȱȱȱȱȱ ȱȱȱȱȱ£Ǽǰȱȱfax serverȱǻȱ ǰȱȱ ȱǰȱȬȱǰȱ¢- ȱ ȱȱȱȱǰȱǰȱȱȱ ȱǰȱȱǯȱ¢ȱǰȱȱȱ ¡ȱȱǼǰȱȱȱapplication serverȱǻȱęȱ ȱȱȱȱěȱȱ¢ȱȱȱ ȱȱȱȱȱ ȱȱȱ ǯȱȱȱ ȱ¢ȱȱȱ ȱǼǯȱȱȱȱ£ȱȱȱȱȱ ȱȱȱȱ¡ǯȱ ȱȱȱȱȱȱȱȬě- ȱęǯȱǰȱcommunication servers are used ȱ¢ȱȱȱȱ ȱȱ¢ȱ ȱ¢Ǳȱ ȱȱ ȱȱȱȱȱȱȱȱ ȱȱȱȱǯȱȱȱ ȱȱȱȱȱȱǯȱ ȱ ȱȱȱȱȱ ǯ ȱȱ ȱȱȱȱȱȱȱȱȱȱ Another technique for using servers is client/server ǯȱǻǯȱ ǯȱǰȱȱȱȱǰȱŗşşŘǼ technologyǯȱ ȱȱǰȱȱȱȱȱȱ Ğ ȱȱȱȱȱȱclient.ȱȱ ȱ ȱȱȱterminals for doing the com- the application needs data, it is requested through the ȱǯȱȱȱȱȱȱȱȱȱȱ ǯȱȱȱȱȱȱȱȱȱȱ ȱȱȱȱȱǯȱȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ computer processing capability and is referred to as a ¢ȱȱȱ ȱȱǯ ȱǯȱȱȱȱ ȱȱȱȱȱ- ȱ ȱȱȱȱȱǯȱ ȱȱȱ- Wiring (Topology) ȱȱ ǰȱȱȱȱȱȱȱ ǯȱ ȱȱ ȱȱȱȱȱ ǰȱȱ ȱȱȱ ǰȱȱȱȱ¡ȱȱȱȱ ǯȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ǰȱ ȱ ȱ ȱ ȱȱȱȱ ȱȱȱȱ ǯȱ ȱ ǰȱǰȱȱȱ ǯȱȱȱȱ ȱȱȱ¢ȱ ȱȱ ȱ£ȱȱ ȱ ȱȱȱȱȱȱȱ ȱȱȱ- ȱǯȱȱȱ¢ȱȱ¢ȱȱ ȱȱȱĚ¡¢ȱȱȬȱǯ ȱǱ Networks ŗǯ ¡ȱǻȱȱȱǰȱȱȱȱ ȱǼǲ ȱ ȱȱȱȱȱȱǰȱ Řǯ ȱ ȱ ǻȱ ȱ ȱ ǰȱ ¢ȱ ǰȱ ȱ ȱ ǯȱ ȱ - ȱȱ¡Ǽǲ ǰȱ¢ȱȱȱȱȱȱĚȱȱȱĜȱ řǯ ęȱǻ¢ȱǰȱȱȱȱǰȱ¡ȱ ǰȱȱȱȱȱȱȱ ȱǻǼǯȱ ȱǼǲȱ ȱ Ěǰȱ ȱ ȱ ȱ ȱ ȱ ȱ Śǯ ȱǻĚ¡ȱǰȱĜȱȱǼǯ

řřŘ Information Technology Management ȱȱȱȱȱȱȱȱ ȱȱȱ ȱȱȱȱ ǰȱ ȱȱ ȱ ǯȱȱ¢ȱȱȱȱ ȱǰȱ ȱȱȱȱǰȱȱȱȱȱ ȱȱ ȱȱȱǻǼȱȱȱ ȱȱǯȱ¢ȱȱȱȱ- ǻ ȱǼȱȱ¢ȱǯȱȱ ȱȱȱ ȱȱȱǯ functionality of buildings, provide enhanced resale A wide area networkȱǻWANǼȱȱ ȱ ȱ- ȱȱǰȱȱȱ¢ȱ¡ȱ ȱ ȱȱȬȱȱȱȱȱȱ ǯȱ ȱȱȱǯȱ¢¢ǰȱȱȱȱȱȱȱ ¢ȱȱȱȱ£ȱȱȱ ȱȱȱȱȱȱȱǯ ǯȱȱȱȱȱ£ȱȱ resources, it may be necessary to link the administra- ǰȱǰȱ ǰȱǰȱȱ ȱ ȱȱȱȱǯȱȱȱȱȱ Gateways ȱ ȱ ȱ ȬȬȱ ȱ ȱ ¢ȱ ȱ ȱ A hub ȱ ȱ Ȭȱ ȱ ¡ȱ ȱ ȱ ȱ Ȭȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ǯȱȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȬȱǰȱȱȱȱ ǰȱȱȱěȱȱȃĜȄȱȱȱ ǯȱȱ ȱȱȱȱȱȱȱ ȱȱǯȱȱ Ĝȱȱȱȱȱǰȱȱȱȱȱ ȱ ȱȱȱȱȱȱȱ packets must be held up or re-sent because a device on ¢ȱǯ ȱ ȱȱ¢ȱ ȱȱĜǯȱȱȱȱĜȱ A campus area network (CAN) ȱ ȱȱȱ- ȱȱȱȱǯ ȱȱȱ ȱȱ ȱǻ¢ȱęȱ A routerȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱǼȱȱȱȱȱȱ another, assuming they have the same standard proto- ǯȱȱȱȱ ȱȱȱȱ ȱǻȱǼǯ ȱȱǯȱȱȱȱȱ ȱ A switchȱȱȱ ȱȱȱȱȱȱȱ ȱ ȱȱȱȱȱǯȱȱȱ ȱȱȱȱȱȱȱȱȱ¡ȱǯȱ ȱȱȱȱĜȱȱȱȱȱȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱ ȱǯȱȱȱ¢ȱȱȱȱ generally a simpler and faster mechanism than a router, ǯ ȱȱ ȱȱȱ ȱȱ ȱ A local area network (LAN) is a group of computers ȱȱȱǯ and associated devices that share a communications A bridge is used to route packets from one kind of ȱȱ ȱȱȱ¢¢ȱȱȱȱȱ ȱȱȱǻȱěȱ¢ȱȱ Ǽǯȱ ȱȱȱȱȱ ȱȱȱȱ ¢ǰȱȱȱȱȱȱȱȱȱȱȱȱ ȱȱ¢ȱȱȱ ȱȱ ȱȱǰȱȱǰȱ ȱȱȱȱȱȱȱȱǯ ȱǯȱ¢ǰȱȱȱȱȱȱȱ A gateway is a more sophisticated bridge, needed storage that are shared in common by multiple com- ȱȱȱȱȱ£ȱȱǻǯǯǰȱ ȱǯ ȱ ȱ ȱ Ǽǯȱ ȱ ȱ ȱ - There are other options for sharing data resources ȱȱȱ ǯ ȱǯȱȱȱ ȬȬȱ ǯȱ This option eliminates the need for a dedicated machine Network Interface Cards (NIC) ȱȱȱęǯȱ ǰȱȱȱȱȱ ȱȱ ȱ ǰȱ ȱ ȱ network interface cards, are ȱȱȱȱǯȱ ȱȱȱȱȱȱȱ ȱȱ¢ȱȱȱȱȱȱ ǯȱ Ĝǰȱ ȱȱȱȱȱǯ ȱȱȱȱȱȱȱȱȱȱ ¢ȱ£ȱȱȱȦȱȱ ȱȱȱ ǯȱȱ ȱȱȱȱȱ ȱ ǰȱ ȱȱȱ ȱȱȱȱ ȱ ȱȱȱȱȱȱȱȱȱȱ ǰȱ Ȭǰȱ ȱ ǯȱ ȱ ȱ ȱęȱǯȱȱ ȱ¢ȱȱȱ ȱȱȱě¢ȱ ȱ¡Ȭȱǯȱ ȱ ǰȱȱȱȱȱȱǯȱ¢¢ǰȱ ȱ ȱ ¡ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱȱȱȱǰȱ ǰȱȱ- ǯ ȱȱ¢ȱȱȱȱȱȱȱ ǯ ȱȱȱȱ¢ǯȱȱę- ȱȱȱȱȱȱȱ¢ȱ ȱȱ Network Operating System (NOS) ǯȱȱȱȱ¡¢ȱȱȱ ǰȱ ȱȱȱȱȱȱǯȱȱȱȱ- ȱ £ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ¡ȱȱȱȱȱȱȱȱ ȱȱȱȱěȱȱȱǯȱ ȱȱ ǯȱȱȱȱȱĚ ȱȱ- ȱȱȱ ȱȱ ȱȱȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ Ĵȱ ȱěȱ ȱȱȱȱǯȱȱȱȱȱ ȱȱȱȱǯȱȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱȱȱ ȱȱ ȱ- ȱǰȱȱȱȱǯ

Information Technology Management 333 Enterprise Networks Ȭȱǯȱȱȱȱȱǰȱȱ ȱěȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱ ȱȱȱȱȱǯȱȱ ȱȱ ǰȱȱ¢ȱȱ¢ȱȱ- ȱȱ ȱ ȱȱ ȱȱȱȱ ȱ¢ȱȱ cols, from multiple locations around the city or across ȱȱȱȱȱȱ ǯȱȱȱȱȱ ȱǯȱȱȱȱȱ ȱȱ¢ȱ analyzes the call log and makes recommendations to the ȱ¢ȱȱ ȱȱȱ ȱǯȱȱȱȱ ȱěȱȱę¡ȱȱȱȱȱ£- recreation organization becomes part of the enterprise ȱȱȱǯ ǯȱȱȱȱȱȱ ȱ requires that each entity on the enterprise conform to ȱ ¢ȱ ȱ ¢ȱ ǯȱ ȱ The Information Technology Plan ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ¢ȱ ȱ - The development of an IT plan must be facilitated by ȱ ȱȱȱȱȱȱ the manager through a planning process and a plan- ¢ǯ ȱ ǯȱ ȱ ȱ ȱ ȱ - The enterprise provides the best opportunity ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱěȱȱȱȱȱ£ȱȱ ȱȱȱȱ ȱǯȱ ȱǯȱȱ ȱȱ¢ȱȱ Assessment of needs, determination of costs, and in- ȱ¢ǰȱȱȱ¢ȱȱȱȱǯȱ service education programs are essential to a sound and ȱ ȱ ȱ ȱ £ȱ ȱ ȱ ȱ ȱ ȱǯ ęȱȱȱǯ ȱ ȱȱȱȱ¢ȱě¢ȱ The Planning Process for campground reservations throughout a state park system or for a recreation event calendar for citizens, It is probably safe to say that there is no such thing as encompassing not only the public recreation centers, ȱęȬ¢ȱǻȱǼȱ ȱȱȱȱȱȱ ȱȱęȱ£ȱǯ £ǯȱȱȱ ȱȱȱ¢ȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ Data Centers ȱȱȱȱȱȱȱǯȱ ǰȱȱ In large government organizations and businesses, the ęȬ¢ȱȱȱȱ ȱȱȬȱȱ ȱȱȱȱȱȱȱȱ ȱȱ¢ǯȱ ȱȱȱ ¢ȱȱȱǯȱ¢ȱȱȱ ȱ- ȱȱȱȱȱȱȱȱȱǯȱ ner or business partner in the process, organizations It has a special environment that includes temperature ȱȱȱȱ¢ȱȱ ȱȱȱȱȱ ǰȱȱęȱȱ¢ǰȱ¢ȱǰȱȱ ȱȱǯȱȱȱ¢ȱȱȱ ȱ ȱȬȱ¢ǯȱȱȱȱȱȱ¢ȱȱ ¢ȱȱ¢ǰȱȱ ȱȱȱȱȱȱ ȱȱ£ȱǰȱ ȱȱȱ plan, and updating, upgrading, or changing technolo- ȱȱȱ ȱǯȱěȱȱȱ- ȱ ȱȱȱȱǯȱȱȱȱ vices as daily backup of data, running reports, archiving ȱȱȱ ȱȱȂȱ- and restoring data, doing routine maintenance of sys- ȱȱ ȱ¢ȱȱ ȱ ȱ- ǰȱȱȱǯ ȱȱȱ ȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ Ğ ȱ ȱ ȱěǯ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ - An organization may develop an IT strategy that ȱ ȱ ǰȱ ǰȱ ǰȱ ȱ ȱ ȱ ¡ȱ ¢ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ desired outcome of this strategy is to make the organi- Ğȱȱȱȱȱǯȱȱ £ȱȱȱȱȱȱȱǯȱ of data center services are usually charged back to the Although cost is an issue, the primary focus must be £ǯ ȱ ȱ ¢ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ enhance the end product become overhead costs for Help desk. The manager must see that a help desk is ȱ£ǯ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ¢ȱ ȱȱ¢ǯȱȱȱȱȱȱ ȱ ȱ ȱ ȱ ěȱ ȱ ȱȱ ȱ ȱǰȱ¢ȱȱȱȱ decisions, improve their use of technology, and use ȱǯȱȱȱȱȱ£ȱȱȱȬȱ ȱȱĜ¢ǯȱ¢ȱȱȱ ȱȱǯȱȱȱȱ clarity and long-term direction for both management ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱȱěȱǯȱȱ£ȱȱ ȱȱȱȱǯȱȱȱȱȱ ȱĴȱȱȱȱ¢ȱȱȱȱ- specialists or technicians if the problem requires an ǯȱȱȱȱȱȱ¢ȱȱ¢ȱ

řřŚ Information Technology Management Exhibit 14.14 Paradigm Shifts in The Steps in Developing a Technology Plan Information Technology

Step 1: Determine programmatic issues and ȱȱȱȱȱȱȱȱȱ ȱ business goals ěȱ ȱȱȱǯȱȱȱȱ Ğȱȱȱȱȱȱ ȱȱ Step 2: Develop a preliminary vision for ȱ ǯ technology use Step 3:ȱ ȱȱ¢ȱȱȱ ĞȱŗǱȱȱȱ technology and available resources Ȭ ȱ Step 4:ȱ ¡ȱȱȱȱȱȱ ¢ǰȱȱȱȱǰȱ¢ȱ ȱȱ technology ȱǰȱęȱěǰȱȱȱȱȱȱ Step 5: Identify technology solutions £ǯȱȱ ȱȱȱȱ- Step 6:ȱ Ȭ¡ȱȱ¢ȱǱȱȱ ȱȱȱ£ǰȱȱ ȱȱȱ technology vision and priorities ȱȱȱȱȱȱȱȱ- Step 7:ȱ ȱęȱ ǯȱȱ ȱȱȱȱȱȱȱȱ ȱǰȱȱȱĴȱȱǰȱȱ Step 8: Develop a technology budget the need for the organization to communicate and be Step 9:ȱ ȱěȱȱ ȱǯ Step 10: Develop a technology implementation ȱ ¢ǰȱ ěȱ ȱ ¢ȱ ȱ ȱ timeline ȱǯȱ£ȱȱȱȱǰȱ Step 11:ȱ ȱȱȱȱȱȱ ȱȱǯȱ ȱ¢ȱȱ technology plan ǰȱȱǰȱȱȱȱȱ¢ȱǯȱ ǰȱ Source:ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢Ȃȱ £ȱȱȱ ȱȱȱ ¢ȱȱȱ ¢ȱȱȱȱ¢ǰȱŗşşŜǯ ǯȱȱȱ¡ǰȱȱȱȱȱ- ȱ ǰȱ ȱ ȱ Ĝȱ ȱ ȱ ǯȱ ȱ ȱȱȱęȱȱ ȱ- ȱęȱȱȱęȱȱȱȱǻȱ ǯȱ ǰȱȱȱȱȱȱȱȱ ¡ȱŗŚǯŗŚǼǯ ěȱǰȱȱ ȱȬȱȱǯȱ To develop a successful IT plan, each park and ǻȱȱŗŚȬŗŗȱȱȱȱȱȬ ȱ ȱ£ȱǱ ǯǼ ȱȱ ȱȱȱȱȱ- • involve all the relevant stakeholders in creating ǰȱȱȱȱȱȱȱȱȱȱěǰȱ the plan; among all the managers, instead of four individual • ȱȱȱȱȱȱęȱ ȱ- ěǯȱ ȱǰȱȱȱ ȱȱ ȱȱȱȱȱ ȱǲ ȱȱȱȱěȱȱȱȱȱȱ • ȱȱȱȱȱěȱȱȱ ǰȱ ȱ ȱ ȱ ȱ ȱ and training all the stakeholders; ȱǯ • ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱĞȱȱ Ȭȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱǱȱǰȱȱȱȱȱȱȱȱȱ ěȱȱ ȱǲȱ ǰȱȱȃ¢ȱȄȱȱȃȱǯȄȱ • ȱȱěȱȱȱȱȱ For years, divisions and sections of an organization ȱȱȱěǲȱěȱȱ- have been delegated the responsibility and authority ǲȱȱǰȱěǰȱȱȱ for producing services and accounting for their cost and ȱȱȱ¢ǯ ¢ǯȱȱȱȱȱȬ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱǰȱȱȱȱȱȱȱ ęȱ ȱ ȱ ǻȱ ȱ ¡ȱ ȱȱȱȱȱȱȱǯȱȱ ȱ ǼǰȱȱȱęȱĚ¡ȱȱȱ¢ȱ ȱ ȱęȬȱȱȱǯȱ ȱȱ¢ȱ ȱȱȱǯȱȱ To overcome that obstacle, departments reorganized, ¡ȱŗŚǯŚȱȱȱȱȱęȱȱ Ĵȱ ȱ ȱ ěȱ ȱ ȱ ǯȱ ȱ ¢ǰȱ ȱȱȱ¢Ȭȱȱǰȱ ȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ applicable to planning and implementation of a technol- centralized versus decentralized management because ogy plan for recreation, park, and leisure service agency ȱȱȱ ȱǯ ǻȱǭȱǰȱŗşşŝǼǯȱǻȱȱŗŚȬŗŖȱ In today’s business environment, success equals ȱȱȱ ȱ¢ȱȱ¡ǯǼ ȱ ǯȱ ȱ ȱ ȱ ¢ȱ ȱ £ȱ

Information Technology Management 335 information roles every time there is a change in man- • IT functions are delegated to departments or ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ęȱ ȱ ȱȱ ȱǲ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ • departments are held accountable for informa- department, organization, vendor or public entity ȱ ǲ ȱǰȱȱȱǯ • ȱ ȱȱȱȱ ȱ ¢ǰȱ ȱ Ğȱ ȱ Ȭȱ ȱ ȱȱęȱȱȱȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ - training as needed; ȱ ȱ ȱ ęȱ ȱ ȱ ȱ ȱ • systems are developed based on the strengths ȱ£ǰȱ¢ȱȱ ȱěȱȱȱ ȱ ȱȱěȱȱȱ ȱ ȱ ¢ǯȱ ¢ǰȱ ¢ȱ ěȱ ȱ ȱ the tasks; required to support the information function of the • ȱĚ ȱȱȱȱȱȱ £ǯȱȱȱ ȱĚ ȱȱȱȬ systems in place; engineered to create an information resource that is • ěȱȱȱȱȱ- ȱȱ¢ȱȱǯȱ¢ȱȱȱ ȱȱȱ ȱȱȱ¢ǰȱ on IT resources must move the organization closer to ȱȱȱȱȱȦęȱ- Ȭȱǯȱ¡ȱŗŚǯŗśȱȱȱ erations; and ȱǯ • ȬȬȱȱȱǯ Through the vastly enhanced connectivity capa- ȱȱȱ Ȭȱȱ£Ǳ bility, businesses have recognized the potential for Ȭȱ ¢ȱ ȱ ȱ ȱ ¢ǯȱ • ȱ ȱ ęȱ ȱ ęȱ ȱ ȱȱȱȱȱȱȱȱȱȱ of the organization and the subsequent per- ěȱȱȱȱěȱǰȱȱȱ ȱȱȱȱěȱȱȱ ȱȱȱȱȱǰȱ ȱȱȱ- various services; ȱǯȱȱȱȱ ȱȱȱȱȱ • ȱȱȱȱǻȱǼȱȱ ȱ ȱȱȱȱȱ ǯȱȱ ȱ ȱȱȱȱȱǲ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ • ȱȱȱ ȱȱȱȱ ȱȱ¢ǯȱ ȱȱ ¢ǰȱȱȱȱ ȱ ȱȱȱȱȱȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ¡ȱ ȱ ǻ ȱ ȱ ǰȱ ǰ ȱȱǯȱ£ȱȱȱȱȱ Ȭȱ¢ǰȱȱȱǼǲ performance business teams, composed of informa- • ȱ Ě ȱ ¢ȱ ȱ ȱ ȱ - Ȭȱ ěȱ ȱ ȱ ȱ ȱ ȱ neered so that the customer receiving the ser- ȱ Ȭ ȱ ȱ ȱ ǻȱ ȱęȱȱȱǲ ȱŗŚȬŗŘǼǯȱ ȱȱ¢ȱȱȱȱ • ȱěȱȱȱ¡ȱȱȱ- £Ǳ ȱȱȱȱ ȱǲ

Exhibit 14.15 Summary of Shift from Personal to Work-Group Computing

Organizational hierarchy Accountable business teams Æ ȱ

Ȭȱ ȱȱȱ Æ Group performance

Designing technology Æ ǻǼȱȱȱ ȱ¢

Tailorism Æ ȱĚ ȱ

Technical users Æ ȱȱȱȱȱǻěǼ

Installing technology Æ Leadership for change

336 Information Technology Management • training and support are available to everyone ȱ ȱȱȱȱȱȱȬ¢ȱȱǻȱȱȱ ȱȱǲȱ Ǽȱȱȱȱȱȱ¢ȱȱȱ • ȱ ȱ ȱ Ĝȱ ȱ ǯȱ£ȱ ȱȱȱȱȱȱ- ǯ ȱȱȱȱȱȱęȱȱ ȱȱȱ¢ǯȱǻȱȱŗŚȬŗŚǰȱȱ Groups, not individuals or divisions, are account- ȱǰȱȱȱŗŚȬŗśǰȱȱȱ ȱȱȱȱǯȱȱȱ ȱ ǯǼȱȱ¢ȱȱȱȱȱ increase intradepartmental cooperation, so that the ȱǯȱ ȱȱȱȱ ȱȱȱǰȱ £ȱ ȱȱȱȱȱȱȱȱ ȱȱȱȱȱȱ¢ȱǯ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ - ȱ¢ǯȱȱȱȱȱȱ ĞȱřǱȱȱ ȱȱ¡ ȱȱ ȱǰȱǰȱȱȱȱȱ Enterprise Computing ȱ¢ǯȱȱȱȱȱ ȱ ȱ ȱ Ğȱ ȱ ȱ Ĵȱ ȱ Ĝȱ ȱ ¢ȱȱȱęȱȱȱȱ¡ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¡ȱ ǯȱ ȱ ȱ ȱ organizations that provide park and recreation ser- £ȱȱȱ ȱȱȱȱȱ- ȱȱȱ¢ȱȱęȱȱȱȱȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ǰȱ ȱȱȱȱȱȱȱȱǻȱ ȱȱȱȱȱȱȱȱȱȱǯȱ Ĵȱ ȱ ȱ ȱ Ǽǯȱ ȱ ȱ - There are many tools, such as e-mail, teleconferencing, ȱȱ ȱ¢ȱȱȱǰȱǰȱ ȱ ȱȱ ȱȱȱȱȱ ȱ ȱ¢ǰȱ ȱ¢ǰȱǰȱȱȱ ȱȱȱȱǻȱȱŗŚȬŗřǼǯ recreation organizations, environmental education groups, hospitals, libraries, sporting goods stores, ĞȱŘǱȱȱ¢ȱ ȱ Ȭȱ ǰȱ ȱ ¢ǰȱ¢ȱ ǯȱ Integrated Systems ȱȱȱǰȱȱ¢ȱȱ ȱȱȬ£ȱȱ £ǰȱěȱȱȱȱ ȱ ȱȱǰȱȱ¢ȱȱ other organizations or vendors, become contractors, or ¢ǯȱ ȱȱȱȱȱ¢ȱȱ ȱȱęȱǯȱȱ¡ȱěȱȱȱ ȱȱ ȱȱȱěǯȱ ȱȱȱ continue at the same service levels, using available to each organization to determine if it is practical and ǯȱȱȱȱǰȱȱȱ- ǯȱ ǻȱ ȱ ŗŚȬŗŜȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǻęǰȱ ȱ ȱȱ¢ȱȱǯǼ ǰȱ ǰȱ ǰȱ ǯǼȱ ȱ - ȱ ȱ ǻȱ ǰȱ ǰȱ ǰȱ ǰȱǯǼǰȱȱǯȱ ȱȱȱ Assessing IT Needs ȱȱȱǰȱȱěȱȱȱ access to all operational or administrative information ȱ¢ȱȱȱȱŗşşŖȱȱ- ǻ ȱ¢ȱǼǯȱȱ¢ȱȱǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ an organization must develop and implement informa- ȱ ȱȱȱȱȱȱȱ tion standards for document management, database ȱȱ ǯȱ¢ȱȱȱȱ ȱ¢ȱȱ ǰȱȱǯȱ ȱȱȱȱĞȱ methods and techniques to manage an agency’s infor- ȱȱ Ǳ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ¢ǯȱ¢ȱȱȱȱ ȱ • management provides infrastructure and sys- ěȱ ȱ ¢Ȃȱǯȱ ȱ ȱ ȱ ȱ ȱȱěȱȱȱȱǲ costs for planning, developing, implementing, and • ěȱȱ¢ȱȱȱȱ¢ǲ training, and the indirect cost of change and its impact • personal information generated by all users is ȱ ȱ ¢ǯȱȱ ȱȱ ȱ ȱ kept to a minimum; and ȱǯ • ěȱȱȱȱȱȱ First, organization must be able to identify a clear Ĵȱěȱȱ£ȱǯ ȱȱȱęȱȱȱȱȱ ȱ ȱȱȱǰȱȱ¡Ǳ ȱȱ¢ȱȱȱĜȱȱ£ǰȱ ȱ ȱ ȱ Ĝȱ ȱ ȱ ȱ ȱ ȱ ȱ • produce services in-house or manage services ȱ ȱ ȱ ȱ ȱ ȱ £ȱ ǯȱ of contractors; Government entities, businesses, and universities are • organize tournaments, manage facilities, or ȱȱȱȱȱ ȱȱ ǯȱ¢ȱȱȱ both; organizations moving from being service producers to • operate as one organization or autonomous ȱȬȱǯȱȱȱȱǰȱ divisions or sections;

Information Technology Management řřŝ • ǰȱǰȱȱ¡ȱ ȱȱȱ ȱȱ ȱȱǯȱȱȱ service groups; and ȱĴȱ ǯȱȱ ȱ ȱȱ ȱȱ • ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ¢ȱȱȱȱȱǯȱȱ ȱǯ ¢ȱȱȱȱȱȱȱ£ȱ ȱȱ ȱȱȱȱȱȱȱ ȱȱ ȱȱȱȱěȱȱȱȱ business practices, planning for global training, or using ȱȱ ȱǯȱ ȱȱȱȱȱ ȱ ȱ ȱȱȱȱȱǯ ȱ ȱ ȱ ȱ ǯȱ ȱ £ȱ The easiest task in the IT continuum is to buy a should be moved from an information-producing to an ǯȱ ȱ ȱ ȱ ǰȱ ȱ ǰȱ ȱȱȱ£ǯ ȱ ȱ ęǯȱ ȱ ȱ Ĝȱ ȱ ȱȱȱȱȱȱȱȱȱǯȱȱ ȱ ȱ ȱ ěȱ ǻǼǰȱ ¢ȱ ǻ¢Ǽǰȱ ȱ business need component provides guidelines as to the ȱȱȱǻȱǼȱȱȱȱȱ ǰȱ ¡¢ǰȱȱ ȱ ȱ ȱ ȱ ǯ information resource required for making the organiza- ¢ȱȱ¢ȱŜȱǯȱȱȱ ȱǯ ¢ȱȱ¢ǰȱȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ¢ȱ ȱ ȱ ȱ commits to beginning or continuing the evolution- £ȱ ęȱ ȱ ǰȱ ȱ ȱ ȱ ary process of integrating department information purchasing process, and has a computer delivered, it ǯȱ ȱȱȱȱȱȱ ¢ȱȱ ¢ȱȱȱ¢ȱ¢ǯȱȱ ȱ ȱȱȱȱȱȱȱȱǻǯǯǰȱ- ȱ ȱ ȱ ȱ ¢ǰȱȱ ȱ - lecting facility rental data and printing a schedule, ¢ȱ ¢ȱ ȱ ȱ £ȱ ȱ ȱ ǯȱ ȱ ȱĴȱęǰȱȱȱȱȱȱ ¢ȱȱȱȱȱ¢ȱȱ¢ȱȱȱȱ ȱ Ĵȱ ¢ȱ ¢ȱ ¢ȱ Ǽǯȱȱ ǰȱȱȱȱȱȱęȱȱ¢ȱ ȱȱ¢ȱȱȱǻ ȱȱȱ ǯȱȱȱȱȱǯȱȱě- ȱȱȱȱȱȱ ȱ ȱǼǰȱ¢ȱ tive disposal of old and unused equipment requires ¢ȱȱȱȱȱ ȱȱȱȱ ǰȱȱȱȱȱȱȱěǯ ȱȱȱ ¢ȱȱȱǯȱǻȱȱ ȱȱȱȱȱǯȱ£ȱ ŗŚȬŗŝǰȱȱȱǰȱȱȱŗŚȬ are in the ȱ ǯȱȱ ǰȱ ȱ ȱ ŗŞǰȱȱȱ ǯǼ ȱ Ěȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ Ĵȱ ȱ Ǳ make IT part of your business ȱǻŗşşŚǼȱǱ plan—embrace technologyǯȱ ȱ ¢ȱ ¢ȱ ȱ ȱ information-producing to an integrated information ¢ȱŘŖŘŖǰȱŞŖȱȱȱȱęȱȱȱȱ ȱ£ǯ ȱȱȱȱȱȱȱȱȱȱȱ ȱȱȱȱȱ¢ȱȱȱǯȱ ȱȱȱ¢£ȱǯ ȱěȱȱȱȱȱǰȱȱ ȱȱ£ȱȱȱȱȱȱȱȱ ȱ It is possible for an organization to be dismantled ȱȱȱȱǯȱȱȱȱ- ȱ ȱ ǻ¢ȱ ȱ ȱ Ǽȱ ȱ ȱ ȱȱȱ ȱ¢ȱȱȱǯȱȱ cannot respond to the information needs of the public, ¢ȱȱȱȱěȱǻȱ- upper management, governing boards and councils, lar competing products or acquisition through grants, ȱȱǯȱ ȱȱȱȱȱȱȱȱ¢ȱȬ Ğǰȱ ȱ ȱ Ǽȱ ȱ ȱ ȱ ¢ȱ ȱȱȱ ȱȱȱǯȱȱȱ ȱȱȱȱǯ no longer can be reduced to the direct costs associated There are many approaches to IT needs assess- ȱȱǯȱ ȱȱ ȱȱȱȱ ǯȱ ǰȱȱ ȱȱȱȱȱȱȱȱ ȱ¢ȱȱȱ ȱȱ£ȱ ȱȱ ȱ ȱȱ£ȱ- ǻǯǯǰȱ ǰȱ ǰȱ ěȱ ǰȱ ȱ ȱǯȱȱȱȱȱȱǰȱ ȱ ǰȱǯǼǯ ȱȱȱęȱȱǯ ȱȱȱȱ ȱ¢ȱ ȱȱ£ȱȱ One of the greatest emotional forces for acquiring ȱ ȱǰȱȱȱȱȱȱęǯȱ IT is PC envy.ȱ ȱȱȱŗşşŖǰȱȱ ȱȱȱ Information technology systems assure that appropri- ȱȱȱȱȱȱȱȱ ȱȱ ȱȱǰȱȱȱęǰȱ- ȱ ȱ ȱ ȱ ȱ ǯȱȱ ȱ ȱ ȱ nel, and program records are being maintained and ǰȱ ěȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱȱȱ¢ȱȱȱ- ȱȱȱ¢ǯȱȱȱěȱȱȱȱ ¢ǯȱȱȱȱȱȱ¢ȱ¢ȱȱ ȱǰȱȱȱȱȱȱ¢ȱȱ ȱȱȱȱ ȱǰȱȱ¢ȱ ȱ Ĵȱȱȱȱǯȱȱȱ ȱ £ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱȱěȱ¢ȱȱȱǰȱȱȱ ȱ ȱ ȱ ¢ȱ ȱ Ĝ¢ǯȱȱ

řřŞ Information Technology Management a manual process to an automated process introduces ȱǯȱ¢ȱȱȱ¢ȱȱȱȱȱ £ȱ ȱ ¢ǯȱ ěȱ ȱ ȱ ȱ ȱ ęȱȱȱȱ£ȱȱ¢ȱȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱȱǰȱȱ¢ȱ ȱȱȱ ȱȱȱ¢ȱ ¢ǯȱ ȱȱȱ- ȱǯ ȱȱȱȱ ȱȱǰȱȱ ȱǰȱ Another member of the team should be an IT ȱȱȱȱǯ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱęȱȱ ¢ǯȱ¢ȱǰȱȱȱȱȱ- ȱ £ȱ ǯȱ ȱ ęȱ ȱ ȱ - bers of senior management from each of the operational ǰȱȱȱȱ ȱȱȱȱęȱ ǰȱȱȱȱȱȱǰȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱȱȱǰȱȱęȱ- ȱ¢ȱ¢ȱǰȱ£ȱ ȱ ȱȱȱȱ ȬĚ ȱȱ must continually reevaluate their plans and reset their ǻȱ¡ȱŗŚǯŗŜǼǯ ǯ Once the team is assembled, specialists and techni- A primary function of a recreation organization ȱȱ¢ȱȱȱȱȱȱ ȱǰȱ ȱȱȱȱ¢ȱěǯȱȱȱ ȱ¡ǰȱȱȱȱęȱȱȱȱǯȱ determining client needs, developing programs, mar- ȱȱȱȱȱȱȱȱȱȱȱ keting program ideas, and tracking user involvement ¢ȱǯȱȱȱȱȱȱȱ ȱȱ- ǻȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱǯȱȱȱȱȱȱȱ ǰȱȱ¢ȱȱȱǼǯȱȱ¢ȱ ȱȱȱ£ǰȱȱǱ ȱȱ ȱȱȱȱȱ¢ǰȱȱ • ȱ ȱ ęȱ ǻȱ ȱ ¡ȱȱěǰȱȱȱȱ ¢ȱ ¡¢ȱȱǼǲ ȱȱȱȃȱȄȱǻȱǰȱ¡ȱǰȱ ȱǰȱȱǰȱ • ȱ Ğ ȱ ęȱ ǻȱ ȱ ǰȱȱǰȱȱǼǯȱȱȱȱȱ ¡¢ȱȱǼǲ ȱȱǰȱěȱȱȱǰȱȱǰȱȱȱ • ȱȱ¢Ȧȱǻȱȱ ¢ǰȱȱȱȱęȱȱǯȱȱ ¡¢ȱȱǼǲ ȱ¢ȱęȱȱ¢ȱȱ Ȭȱ • ȱ ȱ¢ȱǻȱȱ- ȱ¢ǯ ¢ȱȱ ȱǼǲ ¢ȱȱȱȱȱȱěȱȱ- • ęȱ ȱ ȱ ȱ ǻȱ ȱ ȱȱǯȱ¢ǰȱȱȱ Ǽǲ ȱ ȱ ȱ ȱ ǲȱ ȱ • ȱ¢ȱǻȱȱěȱȱȱ- ȱȱǰȱ¡ȱǰȱ ȱǰȱȱȱȱȱ ȱ ȱȱȱǼǲ ¢ǯȱ Ğȱ ǰȱ ȱ ȱ ȱ • ȱ¢ȱǻȱȱ¢ȱǼǲ £ȱ ȱ ȱ ȱ ȱ ȱ ǻ Ǽȱ • ȱ ¢ȱ ȱ ǻȱ ȱ ę- because of the additional administrative time needed to ȱȱȱ¢ȱǼǲȱ ȱȱǯȱȱȱȱȱȱ ȱ • ȱ ȱ ǻȱ ȱ ęȱ ȱȱȱȱǰȱȱȱǯȱȱ ȱǼǯ ȱěȱȱȱǰȱȱ¢ȱȱ ȱȱȱȱȱȱȱǯȱ ¢ȱȱǱ There are even options to host the service in-house, or ȱȱȱȱȱ¢ȱȱȱȱȱ • ȱȱȱ ȱǲ ȱȱȱ ǯȱĞ ȱǰȱȱȱ- • ȱ ȱ ȱ ȱ ȱ ǻǼȱ ǻ ȱ puter use by patrons, banking fees are all considerations ȱȱ¡ȱęȱ¢Ǽǲ ȱȱȱ¢ǯ • ȱȱȱȱȱȱȱ- ȱȱȱȱ ȱǲȱ The IT Business and Planning Team • ȱȱ ȱȱȱȱ£ȱ ǻȱ¢ȱǼǯ ȱȱ¢ȱȱȱȱȱ ȱǯȱ ȱȱȱȱȱ ¢ȱȱȱȱȱȱ ȱȱȱȱȱȱȱ ȱȱ ȱȱ£ȱȱȱȱȱ¢ȱǯȱ management supports the use of teams to solve busi- ȱ ȱȱȱȱȱȱȱ ȱǯȱȱȱȱȱȱȱȱȱ ȱ ¢Ȭȱ ȱ ěǯȱ ȱ ȱ ȱ ęȱȱȱȱȱȱǯȱ ȱȱ ȱěȱȱȱȱȱ- The planning team must have an agenda that improves ness and the director understands the basics of the IT ȱ¢ȱĴȱȱȱȱǯȱ ȱȱȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ and recreation organization, the manager and chief agencies, directors must learn more about IT in order ęȱĜȱǻǼȱȱȱ¡ȬĜȱȱȱ ȱȱȱǯ

Information Technology Management řřş Exhibit 14.16 Members of the IT Planning Team

Director of park and or ȱęȱĜ recreation organization ǻȱ¡ȱĜȱǼ ȱȱȱ ȱȱȱȱ£ ȱȱȱ ȱȱ An administrative assistant ȱęȱ Ȧȱȱ

Costs of a Growing IT Infrastructure Managementȱȱȱȱěȱ ȱ ȱ of the park and recreation business and information ȱ ȱȱȱǰȱ¢ȱȱěȱ ȱȱȱȱǱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ £- • ȱ ȱ ȱ ¢ȱ ȱ ȱ tions evolve and become more computer literate, their ¢Ȧ£ȱ ȱǲ ȱ ȱ ȱ ǯȱ ȱ ȱ • ȱ ȱ ȱ ¢ȱ ęȱ ȱ ȱ ȱȱȱȱǯ ȱǻ£ȱ¢ǰȱȱ- For the strategic system to operate at a high level opments, customer trends, computer industry of reliability and to provide information services to ǰȱǯǼǲ ȱȱěǰȱȱǱ • ȱȱǻ¢ȱǼǲ • funds for needs analysis and design; • provide special reports and respond to infor- • purchase and implementation; mation requests; and • ȱǻȱȱȬǼǲ • enforce conformity or notify proper authorities • ¢ȱ ȱ ǻěǰȱ ǰȱ ǰȱ ȱ¢ȱǯ ǰȱǯǼǲȱ • ȱ ȱ ȱ ȱ - Professional and Staff Development ǯ ȱȱ ȱȱȱȱȱ£ȱȱ Connectivity, the ability to access information ěȱ¢ȱȱȱȱǯȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱ ȱǰȱȱȱ ǰȱǱȱ ȱ ȱ Ȃȱ ¢ȱ ȱ ȱ ȱ ȱ ęȱ ȱ • ȱȱǻȱ Ǽǲ the verb to knowȱǻǰȱŗşŜşǼǯȱ ǰȱȱȱȱ • ȱ ǲ ȱȱ ȱ ȱȱȱȱȱ • ȱȱǻȱȱȱǰȱ- ȱ ȱȱȱ ȱęȱȱto knowǯȱ¢ȱ ȱȱǼǲȱ ȱȱ ¢ȱ ȱ ȱȱ¢ǰȱȱȱ ¢ȱ ȱȱȱ • ȱȱȱȱǯ ȱȱĚ ȱȱȱ¢ȱȱȱȱȱ- ¢ǰȱȱȱ ȱǰȱ¢ȱȱǯȱ The administrative process must have a certain ȱȱȱȱȱȱ¢ȱȱ ȱ ȱ £ȱ ȱ ȱ ȱ ȱ Ĝǯȱ ȱ ȱ¡ȱȱȱȱ ȱȱȱȱ- Ǳ ¢ȱǰȱȱȱȱȱ ȱ ȱȱȱȱ • ȱ ȱ ǻȱ ȱ ¢ȱ ȱ ȱ ǰȱȱŘŖŖŜȱ¢ȱǻ ǰȱŘŖŖŝǼǯ ȱǼǲ ǰȱȱȱȱȱȱȱȱȱ • ¢ȱ ȱ ǻȱ ȱ ¢ȱ recreation, park, and leisure organizations on the value Ǽǲȱ of information technology remains an ever-present • ěȱ ȱȱȱȱǯ ǯȱȱȱȱȱ ǰȱȱȱ

řŚŖ Information Technology Management Exhibit 14.17 Assets: Information Appliances

ȱȱȱȱ Technology 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 ager is an integral part of the information culture, as ȱĜȱȱ¢ǯȱ¢Ȭęȱ- ȱ¢ǰȱȱȱǰȱȱȱȱȱǯȱȱ ȱ ȱ ȱ ¢ȱ ¢ȱ ȱ culture change requires the recreation, park and leisure ȱȱȱȱȱȱȱ manager to move the management information systems ȱȃ ȱĜȱȱ ȱȱȱȱȱ- ȱȱȬȱȱȱȱ¢ȱǯȱ ȱȱȱ ȱȱȱȱ- ǵȄȱȱȱ ȱȱ Ǳ Information Skills ȱȱȱ ȱȱ ȱȱ • ȱȱ¢ȱĜȯŗşȱǲ ȱȱȱǯȱȱȱ • ȱ¢ȱĜȯřŚȱǲȱ ȱ ǻ¢Ȭȱ ǰȱ ȱ - • ȱ¡¢ȱĜȯŚŝȱǯ ment, brokering services, pay-for-performance, cus- In many cases; an even greater change is taking ȱȱǰȱǯǼȱȱȱȱǰȱ place—a culture change from the manager as a non- ¢£ǰȱȱȱȱȱęȱ- ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ £ȱǯȱȱȱȱȱȱȱ- information, to the manager becoming a user, collector, tions, there is a corresponding information skill that and interpreter of the information through graphs and ěȱȱǯȱȱȱȱȱȱ ȱ ȱ ¢ȱ ǯȱ ¢Ȃȱ - ȱȱȱȱȱ ȱȱǱ

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 řŚŗ Exhibit 14.19 Training Materials Study Traningmag.com 2003 Industry Report ȱ¢ȱȱ¢ȱȱȱȱȱŘŘȱ¢ȱȱȱȱȱȱȱȱȱȱ¢ȱǯǯȱ£- ȱȱǰȱȱȱȱȱęȱȱȱŗşŞŘǯȱȱȱȱǞśŗǯřȱȱȱȱȱȱȱȱȱ¢ǰȱ ȱȱȱěȱǱ ȱ ěȬȬȱȱ ȱŘŗȱȱ ȱ ȱ¡ȱ ȱřŗȱȱ ȱ Ȧȱ ȱȱşȱȱ ȱ ȱěȱȱ ȱśȱȱ ȱ ȱȱ ȱŞȱ

• ¢ȱǻ¢ȱǼǲ ǰȱ ȱ ȱ ǻ Ǽǰȱ ȱ ȱ ȱ • ȱ ȱ ȱ ǻȱ ȱ ȱ ǻǼǰȱȱǰȱȱȱȱȱȱǯȱ ȱ ȱ¢Ǽǲ ȱȃȱȄȱĞȱȱȱȱȱ¢Ȭ • ȱȱǻȱȱȱĞ ǰȱ ȱȱȱȱȱȯ ȱ ǯǯǰȱ ȱǼǲ their various multi-media components and multiple • ȱȱȱǻ ȱ ȱȱ techno-tools—as a more enticing and less stressful ȱęȱȱ ȱȱȱǼǲ ȱ ȱ ȱ ȱ ȱ ȱ ¡ȱ ȱ • ȱ ȱ ǻȱ ȱ ȱȱǻ¢ȱǭȱǰȱŗşşśǼǯȱ ǰȱ ȱȱȱǼǲȱ ȱ ȱ ȱ ǻȃȱ Ȅȱ ȱ ȱ • ȱ ȱ ǻȱ ǰȱ ȱ ŗşŘśȮŗşŚśǼǰȱ ȱ ¢ȱ ȱ ǻȃȱ Ȅȱ ǰȱȱǰȱǯǼǯ ȱ ȱ ŗşŚŜȮŗşŜŚǼǰȱ ȱ ȱ ȱ ȱ ǻȃȱȄȱȱ ȱŗşŜśȮŗşŝşǼǰȱ¢ȱȱ In some cases, the use of Intranet-based and ȱȱȱȱȱ¡ȱ ȱȱȱ Ȭȱȱěȱȱȱȱȱ- ȱȱȱȱȱȱȱ¡ȱȱ¢ȱȱ ȱȱ¢Ǳ ȱȱ¢ǯȱ • ȱȱȱȱȱȱ ȱ ȱ¢ȱȱȱ ǲ A human being should be able to change a diaper, plan • reducing the cost of sending training materials an invasion, butcher a hog, conn a ship, design a build- ȱȱȱȱȱȱ ¢ȱȱ¢ȱ ǰȱ ȱȱǰȱȱǰȱȱȱ ǰȱȱ basis; a bone, comfort the dying, take orders, give orders, • ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ǰȱ ȱ ǰȱ ¢£ȱ ȱ ȱ ȱ ȱ ȱ Ĵȱ ȱ problem, pitch manure, program a computer, cook a ¢ȱ¢ȱ ǲȱ ¢ȱǰȱęȱĜ¢ǰȱȱ¢ǯȱ£ȱ • ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱǯȱǻȱ ǰȱȱȱȱǰȱŗşşŚǼ ¢ȱ ǰȱ ǻȱ ȱ ǰȱ Other training-related savings can be realized Ȭȱ ȱ ǰȱ ¢ǰȱȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ¢ȱ ȱ ȱ ȱȱǼȱȱȱ¢ȱ updates, facility information, and various announce- ȱȱȱȱȱ ȱȱȱȱȱ ments are updated each quarter and either placed on a ȱǯ Ȭǰȱǰȱȱȱȱȱȱǻ ȱȱ The training can be made more consistent, standard, ȱ ȱǼǯ ȱȱǲȱȱȱȱěȱȱȱȬȱ The current multimedia training budgets in cor- ǯȱȱȱȱȱȱȱȱ- ȱȱȱȱ¡ȱȱȱȱǞŗŖǰŖŖŖȱȱ £ȱȱȱȱȱȱǞŗǰśŖŖȱȱ¢ǰȱȱȱ ǞŜȱȱ ȱȱȱȱȱȱȱ ¢ȱȱȱȱȱǯ ȱȱ ȱǞŗŖŖǰŖŖŖǯȱ ȱȱȱȱ¢ȱȱ ȱ ȱ ȱ ǰȱ ¢Ȃȱ ȱ Ȧ ȱȱȱ ¢ȱȬȱȱȱȱĴǰȱ ȯȱȱ ȱŗşŝŞȱȱŗşşŖȯȱ ȱȱȱȱȱ¢ȱȱȱȱȱ ȱ ȱȯȱȱĞȱŗşşŖȯȱ ȱ ȱǯȱȱ¡ȱŗŚǯŘŖǯ ȱȃȱȄȱȱȱȱȱȱ¡ȱȱ- ȱ ȱ ȱ ǻŘŖŖşǼȱ ¢ȱ śǰŖřŚȱ ǰȱȱǰȱȱ ǰȱǰȱ ȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ

řŚŘ Information Technology Management Exhibit 14.20 ȱȱŞŚȱȱȱȱȱȱȱȱ ȱ ȱȱǻŝŚȱǼȱȱȱȱǻŝŗȱ Top Reasons Companies Are Using Ǽǯȱ ȱȱȱȱȱȱȱȱȱȱ Multi-media Based Training groups through employment training modules designed Question to the reader: Have the reasons altered over time? ȱǰȱȱǰȱȱ¡Ȭȱȱȱ- ¢ȱȱȱȱȱȱǵ ȱěȱ ŚŖȱȱ ¢ǰȱ ȱ ȱ ȱ ȱ Ȭȱȱ¢ȱ ŘŜȱȱ skills are less apprehensive about entering the techno- ĜȦěȱ ŗŜȱȱ ȱ ǯȱ¢ǰȱ¢ȱ¢ȱȱȱ ȱȱȱȱ ŗśȱȱ recreation, park, and leisure service agencies in service ¢ȱȱȱ ŗŚȱȱ area positions such as landscaping, maintenance, and ȱȦȱ ŗřȱȱ ȱ ǰȱ ȱ ȱ ȱ ęȱ ȱ ȱ - ȱȱ ŗşȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ Ȧȱ ŗŖȱȱ individuals, specialized training is needed to not only ȱȱ ȱ şȱȱ address the technology skills, but in some cases, to ȱȱȱȱȱŞȱȱ ȱȱ¢ȱȱȱȱěȱǯ Source:ȱ ǰȱȱŗśǰȱŗşşŝǯ Training ȱȱȱȬȱěȱȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ěȱ ȱ ȱ ǯȱ Ȭȱ ȱ ȱ ȱȱȱȱȱȱ¢ǯȱȱ ȱȱěǯȱ ȱȱȱȱȱ ȱȱȱ ȱȱȱǱȱ ȱȱǻ¢ǰȱŘŖŖşǲȱĴǰȱŗşşŝǼǯ ȱěȱȱȱȱȱǰȱȱ¢ǰȱ ȱ ǯȱȱ¢ȱȱȱȱȱȱ Talk to your IT department. ęȱ ȱ ęȯ ȱ ȱ ȱ ¢ǰȱ the participants are less likely to “zone out” and more • ȱ ȱ ȱ ȱ ȱ Ĝȱ ¢ȱ ȱ ¢ȱȱ¢ȱȱȱȱȱ ǯ ȱȱȱ ȱ¡ȱȱȱ The participants in this study said that discussion Ğ ȱȱȱȱěȱȱǯ groupsȱ ȱȱȱȱȱȱȱǻŚřȱȱȱ • IT can but make sure that the systems and ȱ¢ȱȱȱ ¢Ǽǲȱrole playingȱ ȱȱ ȱ¢ȱ¢ȱȱȱȱȱǯ ȱȱȱȱȱȱȱȱ ȱ • ȱȱȱ¢ȱȱȱȱȱ ȱ ȱǻŘřȱȱȱȱǼǲȱȱ¢ȱ ȱĴȱȱ¢ȱ ǯ ȱȱȱȱȱȱȱȱŘśȱȱ¢ȱ those surveyed; and the inclusion of PowerPoint presen- Choose the right medium. tationsȱȱȱ¢ȱ¢ȱŘśȱȱȱ • ȱȱȱȱ ȱ ȱȱĜ- ȱȱȱȱȱȱ ȱǰȱ¢ȱǰȱ ¢ǯ and employ a message or image that related to the • ȱȱȱ ȱȱ ȱȱȱȱ ǯ ȱȱȱȱ ȱȱȱȱĜ- All three of these methods are adaptable to a tech- ¢ȱȱęǯ nology-rich environment, through a host of technology- • ȱȱȱȱȱ¢ȱȱĞ- ȱȱǯȱȱȱȱȱ ȱ ¢ȱ ȱ ȱ ǰȱ ȱ methods used, recreation and park professionals must ȱȱȱȱȱȱ ȱ ȱȱȱȱȱěȱȱ ȱȱ ȱȱȱȱȱȬȬǯ Ȭȱȱȱȱ ȱȱ- • ȱ¢ȱȱȱȱȬȱ ȱ ȱǯȱȱȱȱȱȱȱȱ of the technology and reduce the time for the continuously addressed in recreation and park agencies ȱȱěȱȱȱȱ- ǻ ¡ǯ Computerworld, v. 3ǰȱŗşşŝǰȱǯȱŗŖŖǼǯȱȱȱȱ ¢ǯ aliens, the technology- based training can be a chal- ȱ ǯȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱȱĚ¡¢ǯ Generation, technophobia remains a real issue, despite ȱ ȱȱȱȱǻǰȱŘŖŖŜǼǯ • Tailor the multimedia to meet the needs of the ȱȱȱ ȱȱǻ ǰȱŘŖŖŝǼǰȱě- ȱǯ ȱȱȱȱȱȱȱȱ ȱ • Determine if pre-tests or assessments or post- ȱȱǯȱȱȱȱȬ- ȱȱȱ ȱȱ¢ȱ¢ȱ ȱ ȱȱȱȱȱȱȱȱȱǰȱ ȱȱǯ

Information Technology Management řŚř Make your multimedia interactive. ȱȱȱěȱȱ¢ǯȱ • ȱȱȱȱĴȱȱȱȱ • ȱȱȱȱȱȱ multimedia as interactive as possible and ȱǱȱǻĴǱȦȦ ǯȬ¢Ȭ ȱȃȱ¢ȱǯȄ ǯȦ¢Ȧǯȱ ȱ ĴǱȦȦ • ȱȱȱȱȱȱȱ- ǯȬǯȦȦ ing as possible—if material is more suited to Ȧȏ¢ǯȱ ȱ ǱȦȦ ǯ deliver by paper, then multimedia may not be ǯȦ¢ǯ ǯǼǯ ǯ • ȱȱǻȱȱ Ǽȱȱ- ing, interacting, and as a laboratory for discuss- ȱ¢ȱȂȱĴǯȱ ȱȃĞȱǯȄ

• ǰȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ Manage the learning. ȯ¢ȱěǵȱȱȱ¢ȱǵȱ- ȱȱȱ¢ȱ£ǵ • ȱ ȱ ¢ȱ ǲȱ ȱ ěȱ ȱ Ĵȱ • ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ - incentive for employees to be selected for media have the same level of sophistication in ȱȱȱȱȱĴȱ- using technology and multimedia—provide trol over the content of the training and the varying levels of interaction for the varied lev- Ĵǯ ȱȱ¢ȱǯ • ȱȱȱȱ¢ȱȱȱ • ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¡- ȱȱ ȱȱȱȱ ǰȱ ȱ ȱ ¢ȱ ¢ȱ ȱ ȱ ¢ȱ ǯ ȱǯ • ȱ ȱȱȱȱȱȱȱȱ ȱǯ Use carrot and stick approach. Model, pilot, test. • ȱ¢ȱ ȱ ȱ ȱȱȱ- ȱȱ ȱȱȱǯ • Don’t neglect pilot testing your multimedia • ȱ ȱ ȱ ȱȱȱ¢ȱȱȱ ȱ¢ȱȱȱȱȱȱǲȱę- ¢ȱȱȱȱȱȱȱǯ ing the system early is less costly than full scale implementation that may not meet your Aim for blended learning. £Ȃȱǯ • ȱȱ¢ȱȱȱ ȱȱ¢ȱȱ- • ȱȱȱ ȱȱǯ ences and feed the information back into the • Try to have a human tutor to address questions Ȭȱȱȱ¢ȱȱǯ or concerns if the multimedia training is not ǯ The recreation and park managers of the future • ȱȱȱȱ ȱȱȱȱ ȱȱȱǰȱ¢ǰȱȱȱȱȱȬ Ȭȱ ȱ ȱ ǰȱ ȱ ȱȱ¢ȱǯ ¢ȱ ȱ ȱ ǻǼǰȱ ȱ ȬȬȱȱǯ

řŚŚ Information Technology Management Resources ȦȦȦȏśŖŘŘȦȏŗşşŝŗŖȦȏŗŞŘŗşşŖřȦ ǵƽǲŗǯ ǰȱǯȱǻŘŖŖŜǼǯȱOlder Americans, broadband and the future Greenberger, M. (1971). Computers, communication, and the of the netǯȱȱȱśǰȱŘŖŖŜǰȱȱĴǱȦȦ ǯ public interest, Baltimore: Johns Hopkins. ǯȦȦŖŜȬŜŖŜǯ ǰȱǯȱǻŗşŝŝǼǯȱThe lifelong learnerǯȱ ȱǱȱȱ pdf ȱǯ ǰȱǯȱǯȱǻŗşşŘǼǯȱQuotable business: Over 2,800 funny, ǰȱ ǯȱǻŗşşŜǼǯȱȱȱȱȱȱȱ irreverent, and insightful quotations about corporate ¢ȱ ȱ ȱ ȱ ǯ Schole: A life.ȱ ȱǱȱȱ ǯ Journal of Leisure Studies and Recreation Education, ǰȱ ǯȱ ǯȱ ǻŗşşŝǼǯȱ Ğȱ Ǳȱ ȱ Ĵǰȱ 11ǰȱŗřřȮŗŚŗ public Policy, and focusing eventsǯȱǰȱǱȱ ǰȱ ǯȱ ǯȱ ǻŘŖŖŝǼǯȱ A typology of information and ȱ¢ȱǯ communication technology users.ȱǰȱǯǯǱȱ ǰȱ ǯȱ ǻŗşşŜǰȱ Ǽǯȱ What the surveys tell ȱ ȱǭȱȱȱǯȱȱ us about use and information technology in higher ¢ȱ śǰȱ ŘŖŖŞǰȱ ȱǱȦȦ ǯ ǯ educationȱ ȱ ȱ ȱ ȱ ȱ ȦȦ ȏ ȏ¢¢ǯǯ ȱ ȱ ȱ ¢ȱ ȱ ǰȱ ǯȱǯȱǻŘŖŖŝǼǯȱȱǱȱȱȱȱȱ ǰȱ ȱ ǯȱ ȱ ǰȱ Ǳȱ ȱ ǰȱ ȱ ŘŖŖŞǯȱ ǰȱ Ǳȱ ǰȱ ǯ ȱ ȱǭȱȱȱǯȱȱ ¢ǰȱǯȱǻŗşşŞǼǯȱ¢ȱǭȱǱȱȱ ¢ȱ śǰȱ ŘŖŖŞǰȱ ĴǱȦȦ ǯ ǯ ǯȱSchool Administration: Knowledge, Constructs ȦȦ ȏǯǯǯ and Theory.ȱǰȱ Ǳȱ Ȧ ȱȱ ȱ ¢Ȧ¢ȱ ȱ ȱ ¢ǯȱǱȱ ĴǱȦȦ ǯǯǯ ǻŗşşŞǼǯȱȱȱȱ¢ȱȱȱȱ ȦȦ¡Ȧŗǯ ǯȱǰȱǱȱǯ ǰȱ ǯȱǯǰȱȱǯȱǻŘŖŖśǼǯȱIntroduction to homeland secu- ȱ ¢Ȧ¢ȱ ȱ ȱ rity. ǱȱȱĴ Ȭ ǯ ǻŗşşŞǼǯȱ ȱ ȱ ȱ ȱ Ĵǰȱ ǯȱ ǻŗşşśǼǯȱ ¢ȱ ȱ ȱ ȱ ¢ȱ ȱ ǯȱǰȱǱȱǯ ȁ¢ȱȂǯȱConvene, X, 10ǻŜǼǯ ȱ ¢Ȧ¢ȱ ȱ ȱ ȱ ȱǯȱǻŗşşŜǼǯȱThe internet and busi- ǻŗşşŞǼǯȱ ȱ ȱ ¢Ǳȱȱ ȱ ȱ ness: A lawyer’s guide to the emerging legal issues. The ȱĜǯȱǰȱǱȱǯ ȱ ȱǯ ȱ ¢Ȧ¢ȱ ȱ ȱ ȱ¢ȱǻŘŖŖŚǼǯȱ¢ȱ ȱ¢ȱ ǻŗşşŞǼǯȱ Ȭȱ ȱ ¢ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ǱȱȱȱȱǯȱǰȱǱȱ ȱ Şǰȱ ŘŖŖşǰȱ ȱ ĴǱȦȦ ǯ ǯ ǯ ȦĴȦŘŖŖŚȦŖǰŚŞŗŚǰşŖŞśŘǰŖŖǯ ȱȱǱȱȱȱȱǯȱ ǰȱ ǯȱǻŗşŞśǼǯȱManaging information: The challenge and ǻŘŖŖřǰȱǼȱȦȱ ȱȱ the opportunity.ȱ ȱǱȱȱȱ ǯȱ ȱ ȱ ŗŘǰȱ ŘŖŖŚǰȱ ȱ ȱǻǼǯ ĴǱȦȦ ǯ ǯȦȦǯ ȱǻŗşşŝǰȱȱŗśǼǯȱȱȱȱ- ȱȱǱȱȱȱȱǯȱ ȱ ȱ ȱ Ȭȱ ȱ ǯȱ ǻŘŖŖŞǰȱ ǯǼȱ Ȧȱ ȱ ȱ Computerworld, v.31ǰȱǯřŝǰȱǯȱŚŘǯ ǯȱ ȱ ȱ ŗŘǰȱ ŘŖŖŞǰȱ ȱ ȱ¢ȱȱ ǰȱ ǯȱǻŘŖŖŞǼǯȱ ĴǱȦȦ ǯ ǯȦȦǯ What is a GIS? ȱȱŘŗǰȱŘŖŖŞǰȱ ĴǰȱǯȱǯȱǻŘŖŖŚǼǯȱSystem under stress: Homeland security ĴǱȦȦ ǯǯȦȦȦȦ ȏǯ and American politics. ǰȱǱȱȱǯ ĴǱȦȦ ǯǯȱȦȱȱȦȱȬŗŘȱȦȱȱȦ ǰȱ ǯȱǻŗşşŝǰȱ¢ȱŗşǼǯȱȱȱȱǯȱȱ ȏǯȱ ǽȱ ȱ ǱȦȦ ǯǯȦ ǯȱComputerworld, 31ǰȱǻŘŖǼǰȱśşǯ ¢ȦȦȦȬȬȬǯǾ ǰȱ ǯǰȱǭȱǰȱǯȱǻŗşşŚǼǯȱThe Internet for dummies ǰȱ ǯȱ ǻŘŖŖřǼǯȱ Survey sees tech divide on data (2nd ed.).ȱȱ¢ǰȱǱȱ ȱȱ ǯ disastersǯȱ ȱ ȱ Şǰȱ ŘŖŖřȱ ȱ ȱ ǰȱ ǯȱ ǯȱ ǻŗşşŝǼǯȱ ȱ ¢ȱ ǰȱ ǯȱ ȱ ĴǱȦȦ ǯǯȦŘŗŖŖȬŗŖŖşȏřȬ Computerworld OnlineǰȱǯȱŘŝǰȱŗşşŝǯȱȱȱ ŗŖŘśŗŘŗǯǵƽȏǯȱ ȱ ȱ ȱ ȱŞǰȱŘŖŖşǰȱȱĴǱȦȦ Řǯ ǯ ŗŘǰȱ ŘŖŖşȱ ȱ ĴǱȦȦ ǯ£ǯȦŘŗŖŖȬŗŖŖşȏ ȦȦşŜşŝǯȦȦşŝŗŖŘŝȏŗ ŘŘȬŗřŖřŜŚǯǯ ǰȱ ȱǯȱ ǯȱǻŗşşŜǼǯȱȱǱȱȱ- ǰȱǯȱǭȱǰȱǯȱǯȱǻŗşşŝǼǯȱȱ¢ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ǰȱ ȱȱ ȱȱȱǯȱT H E Journalǯ Ǳȱ ȱ ¢Ȧ¢ȱ ȱ ȱǰȱŗşşŝǰȱȱĴǱȦȦęǯ ǯ

Information Technology Management řŚś ǰȱǯȱǯǰȱǭȱǰȱǯȱǯȱǻŗşşŝǼǯȱȱ¢ȱ ¢ǰȱ ǯȱ ǯǰȱǰȱȱ ǯǰȱǭȱ¢ǰȱǯȱǯȱǻŘŖŖŗǼǯȱFacing ȱȱ ȱȱȱǯȱTechnological the unexpected: Disaster preparedness and response in Horizons in Education, 24ǰȱǻřǼǰȱśŖȮśŘǯ the United StatesǯȱǰȱǱȱ ȱ ¢ǯ ǰȱ ȱ ǯȱ ǻǯǼȱ ǻŘŖŖśǼǯȱ Homeland secu- ǰȱǯȱǯȱǻŗşşŚǼǯȱTechno Vision: The executive’s survival rity law and policy. ęǰȱ Ǳȱ ȱ ǯȱ guide to understanding & managing information tech- ǯ nology.ȱ ȱǱȱ ȱ ǯ Ȃ¢ǰȱ ǯȱ ǻŗşşŝǼǯȱ Beyond maps: GIS and deci- ǰȱǯȱǯȱǻŗşşŝǰȱ Ǽǯȱ¢ȱȱȱȱ sion making in local government.ȱ ǰȱ ȱ¡ȱ ¢Ȭęȱ¢ǯȱTechnological Horizons Ǳȱ ȱ ¢Ȧ¢ȱ ȱ in Education, 24ǻŗŗǼǰȱśşȮŜŗǯ ǯ ǰȱǯȱǯȱǻŗşşŚǰȱǼǯȱȱȱȱǱȱ ǰȱǯȱǻŗşşŜǼǯȱManager’s guide to purchasing an ¡ȱ ȱ ȱ £ǰȱ ¢ȱ - information system.ȱǰȱǱȱ ȱ ǯȱȱȱȱȱȱ ȱ ¢Ȧ¢ȱȱǯ ȱȱǯȱ ǰȱ ǯ ǰȱǯȱȱǰȱ ǯȱǻŘŖŖşǼǯȱ¢ȱȱ ǻŘŖŖŖȮŘŖŖřǼǯȱ ȱ ȱ śǰȱ ŘŖŖřȱ ȱ Ǳȱȱȱȱȱěǯȱȱ ǯȱ ȱ Ǳȱ ĴǱȦȦ ¢ȱ ŗŘǰȱ ŘŖŖşǰȱ ȱ ǱȦȦ ǯ ǯǯȦę ǯȦȦȏ¢ȦȦřŚ ǻŘŖŖŗǼȱ ȱȱ ǯȱȱ ȱ ŘŗśŝŜŚřŝşŖŖŘŝŚŚśŞǯ řşǰȱŘŖŖŚȱȱ ȱȱǱȱĴǱȦȦǯ ¢ǰȱǯǰȱǭȱǰȱǯȱǻŗşşśǼǯȱȱȱȱ- ȦȦȦȦŘŖŖŚǯǯř ing needs in the use of distance education for ǻŘŖŖřǼǯȱȱȱȱȱȱǯȱ ǯȱ International Journal of Educational ȱ ȱŘŖŖŚȱȱ ȱǱȱĴǱȦȦ Telecommunications, 1ǻŗǼǰȱśȮŘŘǯȱȱȱ ǯ ǯȦȬȦ ŗśǰȱŘŖŖŞǰȱȱĴǱȦȦǯǯȦǅ¢Ȧ ǻŘŖŖřǼǯȱ ȱ ¢ȱ ȱ ǯȱ ȦȦ¡ǯ ȱȱŗŝǰȱŘŖŖřȱȱȱĞȱ ǰȱ ǯȱǻŗşŜşǼǯȱȱ£ȱȱȱ- ¢ȱȱȱȱǱȱĴǱȦȦǯ Ȭȱ ǯȱ ȱ ȱ ŗŞǰȱ ŘŖŖşǰȱ ĞǯȦ¢Ȧ ȱĴǱȦȦǯ¢ǯǯȦ ȦȦ ǻŘŖŖřǼǯȱȱȱȱŗşǰȱŘŖŖřȱȱȱȱ ǯǵƽȦ¡ŖŖŖśśȦĚŖŚŗŝŞȦŖŖŖŘȦŖŖŖŗȦ ǰȱ ȱ ¢ȱ ȱ ȱ ȱ ĴǱȦȦ ¢ǰȱǯǯȱǻǯǯǼǯȱȱ¢ȱȱȱȱ ǯ ǯȦȦŘŗȬ¢ǯ ȱȱȱȱ¢ǯȱȱ ȱŞǰȱŘŖŖş html ȱĴǱȦȦǯǯȦ ȦȦȦ ǻŘŖŖřǼǯȱWhat you should knowǯȱȱȱȱ ȦŘŖȬŘŖ ŗŝǰȱŘŖŖřȱȱȱĞǰȱ¢ȱȱ¢ȱ ŘŖ¢ŘŖŘŖ ȱ Ǳȱ ǱȦȦ ǯǯȦ¢Ȧ ŘŖŘŖŘŖŘŖŘŖ ǯ¡ ǯ řȱ ¢ȱȱȱȱ¢ȱ¢ȱȱǯȱǻŘŖŖřǼǯ ¢ǰȱǯȱǻŘŖŖşǼǯȱMultimedia training: Top 10 tips for man- ȱ ȱŘşǰȱŘŖŖŚǰȱȱĴǱȦȦ ǯ agersǯȱȱȱŘŞǰȱŘŖŖşǰȱȱĴǱȦȦ ǯ ĞǯȦ¢ȦȦǯ¡ǯ ǯȦȬȬǯ

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