Chapter 14 - Information Technology Management PDF

Information Technology
Management
14
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-‐‑
¢ȱ ȱ ȱ ȱ ȱ ǯȱ
ǰȱ What is IT?
because technology changes so rapidly, park and recre-‐‑
ation 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 ¢ȱǻǼȱȱȱȱ¢ȱ ȱȱȱȱ
ǰȱ ȱ ȱ ȬȬ ȱ ȱ ȱ ȱȱǯȱȱȱȱȱ
¢ȱȱǯȱȱȱȱȱȱ 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
ȱȱȱȱȱȱȬȬęȱȱȱ permit organizations to manage their information
ǰȱ ȱ ȱ ȱ Ȭȱ ¢ȱ ǯȱ¢ǰȱȱ¢ȱȱȱ
ȱȱǯȱȱȱȱȱȬȱ¢ȱ a fundamental force in reshaping organizations by applying
ȱȱ ȱȱ ȱ¢ȱȱȱȱ investment in computing and communications to promote
ȱȱ¢ǯȱȱȱȱȱ ȱȱ competitive advantage, customer service, and other strategic
ȱ ǻȱ ȱ ŗŚȬŗȱ ęȱ ȱ Ǳȱ ęȱǻǰȱŗşşŚǰȱǯȱřǼǯ
ȱ
Ǽǯ
ȱ¢ȱǻǼȱȱȱȱȱ ȱȱȱęȱȱȱ¢ȱȱ
ȱ¢ǯȱȱȱȱȱ ȱȱ ȱȱ ȱȱȱȱ ȱ¢ȱ ȱȱǯȱ
ȱ¢ǰȱ ȱȱ ȱǱ ȱȱȱȱǯȱȱȱȱȱǯȱ
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
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 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
ȱȱǱȱȱȱǻǼǰȱȱ ȱȱ ȱȱȱ Ǳ
ȱ ¢ȱ ǻǼǰȱ ȱ ȱ ȱ • blank registrations forms are distributed;
ǻǼǯȱȱȱȱȱ£ȱ¢ȱȱȱȱ • completed registration forms are received by
ȱ¡ȱȱǰȱȱȱȱȱȱ 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 ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ
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
ȱ ȱ ȱ ȱ ȱ ęȱ ȱ ȱ ȱ
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 ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ £ȱ
ŗǯ ȱȱ ȱ£ȱȱȱ ȱȱǯȱȱȱȱǰȱȱ
¢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 ǯȱ ȱ 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
ȱȱǰȱȱȱȱ ȱȱȱ ȱȱȱǻȬǰȱ ȱǰȱ
ǯȱȱȱȱȱ ȱȱǰȱ-‐‑ ǰȱȱȱǼȱ ȱȱȱȱ
ȱ ȱ£ǯȱȱȱȱȱȱȱ Ĝȱ ǯȱ ȱ ȱ ǰȱ ȱ ȱ
ȱȱȱȱȱȱ ȱȱȱȱ ȱȱ¡Ǳ
¢ȱȱȱȱȱǯȱ¡ȱȱ
• ȱ Ǳȱ ȱ ȱ -‐‑
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
ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ Ğ ȱ ȱ ȱ £ȱ ȱ ȱ ȱ -‐‑
ȱ ȱ ȱ ȱ ¢ȱ ǻǼǯȱ ǻȱ ȱ ȱ ȱ ȱ ǯȱ
ǰȱ
ȱŗŚȬřȱȱȱȱȱǯǼ ¡ȱȱȱ ȱȱȱȱȱ
ȱ ȱȱȱĞȱȱȱȬ-‐‑ ¢ȱȱȱȱȱǯȱȱȱȱ
ȱ¢ȱȱȱȱ¢ǯȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ
ȱȱ¢ȱȱ ȱȱȱǰȱ ȱěȱȱȱ ȱȱȱȱȱ
ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱȱ ȱ ȱ ȱ ȱ ¡ǰȱ
entry, directly into the mini or mainframe computer; ȱ ȱ ěȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ
ǰȱ ȱ ȱ ȱ ¢ǰȱ ȱ ȱ ȱȱǯ
¢ȱȱȱȱȱȱȱǯȱȱȱěȱ
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 ȱ ȱ ǯȱ ȱ Ř ȱ ȱ ȱ
£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 ȱȱȱȱȱ
ȱǯȱȱȱȱȱȱ¢ȱ ȱǻǼǯȱȱȱĞȱȱȱȱȱ
ȱȱȱȱȱȱȱȱǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ
ȱȱȱ ȱȱȱĴȱȱ ȱȱȱȬȱǯȱ¢ȱ
ȱǰȱȱȱ¢ȱȱȱ ȱȱȱȱȱ ȱȱȱȱȱȱȱĜȱǻǼȱ
ȱȱȱ¢ǯ ȱȦȱȱǯȱȱȱȱȱ ȱȱ
ȱ ŗşşŖȱ ȱ ȱ ȱ ȱ ǻǼȱ introduction of standards as a part of managing technol-‐‑
ȱȱȱǯȱěȱ¢ȱȱȱȱȱ ogy costs, including standards for personal computers,
ȱȱȱȱ ȱȱȱȱ Ȭǰȱ ȱȱȱȱǯ
ȱȱȱȱ£ȱȱȱȱ¡ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ -‐‑
ȱȱǯȱ ȱȱȱȱ-‐‑ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ
ȱȱȱȱȱȱȱǯȱȱ ȱ ǰȱ ȱ ȱ ȱ ¡ȱ ȱ
ȱ ¢ȱ ŗşşŖǰȱ ȱ ȱ ȱ ȱ ě¢ǯȱȱęȱȱǻȱȱȱȬ
Information Technology Management řŖŝ

ǰȱ ȱĞ ǰȱǯǼȱȱȱȬȱǰȱ ȱęȱȱȱ¢ǯȱȱȱȱ
ȱȱ¢ȱȱȱȱȱȱ-‐‑ a real business need to change IT, park and recreation
ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱȱȱȱǯȱ
¢ȱ ȱȱȱǰȱȱȱȱȱ 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¢ȱȱȱȱȱȱȱ-‐‑ technology management is a means to make the con-‐‑
ȱȱ ȱĴȱȱȱȱ¢ȱ ȱ ȱȱȱȱȱȱȱ
ěǯȱȱȱȱ¡¢ȱȱȱȱȱ ȱȱǰȱ ȱȱȱȱȱȱ
ȱȱȱ ȱȱȱȱ¢ȱ ǰȱ¢ǰȱ¢ǰȱȱȱȱǯȱȱ
ȱȱȱǯȱȱȱȃȄȱ ȱ ¢ȱȱȱǰȱȱ ȱȱ
ȱȱȱȱȱȱ ȱȱ ȱǰȱȱȃȬȄȱȱȱ£ǯ
ȱȱȱȱ ǯȱȱ ȱȱȱ-‐‑
age the enterprise and provide and enforce standards IT Solves Business Problems
ȱȱǯ
ȱȱȱȱȱǰȱȱȱĴȱȱ
Information Technology Era ȱǯȱȱ¢ȱȱȱȱ-‐‑
surement of service delivery and the consequential
ȱ ȱ ȱ ȱ ¢ȱ ŘŖŘŖǰȱ ȱ ȱ ȱ -‐‑ ¢ȱȱ ȱȱȱǯȱȱ-‐‑
reation manager is going to have many choices about ¢ȱ ȱȱȱĴȱǯȱȱ ȱȱ
ȱȱȱǯȱȱȱ¢ȱȱ ȱ¢ȱȱǯȱȱ ȱȱȱ
ȱ¢ȱȱȱȱȱȱ¢ȱ ȱ ȱ ȱ ȱ ȱ ěȱ ¢ǰȱ ȱ ȱ ȱ
ȱȱǯȱȱȱȱĚȱ ȱȱ ȱȬȱǯȱȱȱȱȱ 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 eraǯȱȱȱȱȱ 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
ȱȱȱȱǱ ȱ ȱ ȱ ǯȱ ȱ ȱ ¢ȱ ȱ
manufactured today has a keypad, keyboard, or set of
• data processing—the business process is key,
Ĵȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ
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 ȱȱȱǻ Ǽȱ
¢ȱȱȱȱǯ
ȱȱȱȱȱȱȱȱȱǯȱ
ȱȱǵȱȱȱȱ¢ǰȱǰȱǰȱ ȱ ȱ ǻȱ ȱ ȱ Ǽȱ ȱ ȱ ȱ ȱ
ȱ ȱ ȱ Ȭȱ ȱ ¢ǯȱ ȱ¢ǯȱȱȱȱǰȱȱȱ
ȱȱȱȱȱǰȱȱ 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
ǯȱȱȱȱȱȱȱȱȱȱȱ 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
¢ǰȱȱȱȱȱ ȱȱǯ ȃ
ȱ ȱ Ȃȱ ȱ ȱ ǵȄȱ ȱ £-‐‑
Ȃȱȱȱȱȱ ȱȱȱǯȱ
ȱ ȱȱȱȱȱ ȱȱȱ
Organizations that align their information resources
¢ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ
ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ
ȱȱǯȱȱȱȱȱȱ¢ȱ ȱǯȱ
Řŗstȱ ¢ǯȱ ȱ ȱ ȱ £ȱ ȱ ȱ
ǻȱǯȱ ǰȱŗşşŝǼ
ȱȱȱȱǯȱȱȱȱȱ
Any information resources are available to the small ¢ǯȱȱȱȱȱ¢ȱȱ¡ǰȱ
ȱȱ ȱȱȱȱȱȱȱȱ managers, supervisors, and functional personnel do
ǯȱȱȱȱȱȱȱȱȱȱ 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 ȱǯȱȱȱ ȱȬȬȱ ȱȱ
ȱ ȱ ȱ ȱ £ǯȱ ȱ ȱ ȱ -‐‑
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¢ǯȱȱȱ
ȱȱǯȱȱȱȱȱȱȱ responsibility for IT is delegated to another level in the
ȱ¢ȱȱȱȱǯȱ
ǰȱȱ £ǰȱ ȱ ȱ ȱ ȱ ¡ȱ ȱ ǰȱ
ȱȱ ȱȱ¢ȱ ȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ
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 ȱ ȱ ǵȱ
ȱ ¢ȱ ȱ ȱ ȱ ǵȱ
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 ȱȱȱĴȱȱȱȱȱ
the operations, management, and information ȃǰȄȱȱȱ¢ȱȱȱęȱ
ǲȱȱȱȱȱȱ ȱȱ information, service performance data, and marketing
district report to the director, the director is ȱ ǯȱ ȱ ȱ ȱ ȱ £-‐‑
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
ȱȱȱȱȱȱ¢ǯ itself to summarization and provides useful informa-‐‑
An organization may need to be reorganized to ǯȱ¡ȱȱȱȱȱȱ
Ěȱȱȱ ¢ȱȱǯȱȱȱȱȱȱȱȱ 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
ȱ ęǰȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ
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 £ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ
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 £ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ best
practice of management, ȱ ȱȱȱȱ-‐‑ Information Types
ȱ ȱ ȱ ¡ǯȱ ȱ ȱ
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 ȱ ȱ ¢ȱ ȱ ǯȱ ȱ ǰȱ ȱ ȱ ȱ ¢ȱ
ȱȬȱǻȱȱ¢ȱȱǰȱȱ ǰȱǰȱȱȱ ȱȱ-‐‑
ȱȱǰȱȱęǰȱǯǼǯȱȱȱ-‐‑ ȱ ǯȱ ¢ȱ ěȱ ȱ ȱ ȱ
sonal information accumulates it becomes a resource ȱȱȱȱĜȱȱȱȱ£ǲȱ
ȱȱȱȱȱǯȱȱȱȱȱ 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 ȱȱȱȱȱȱȱȱ ȱȱȱǰȱ ȱȱȱȱ
ȱȱȱȱǰȱ ȱȱȱ¢ȱ ȱ ęȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ
ȱ ¢ȱ Ĵȱ ȱ ȱ ęȱ ǯȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ
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¢ǯȱȱȱȱǰȱȱǰȱȱ
ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ
Departmental Information 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 ȱȱȱȱǯȱȱȱȱȱȱȱ
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 ¢ȱȱȱȱȱȱ
¢ȱ ȱ ȱ ȱ ȱ ǵȄȱȱǯȱȃȱȱȱȱȱȱ ȱ
ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢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 ¢ȱ ǰȱ ȱ ȱ ȱ ȱ -‐‑ ȱȱȱȱ¢ȱ£ǰȱȱĴȱ ȱȱȱ
ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ǰȱȱȱ¡ǰȱȱȱȱȱȱ
ȱ ȱ ȱ ¡ȱ ¢ȱ ȱ ȱ ǰȱ ¢ǯȱȱȱȱȱȱȱ£ǯȱȱ
ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ěǯȱ ȱ ¢ȱ ȱȱȱ¡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 ȱ ǻǼȱ ¢ȱ ȱ ¢ȱ ȱ ȱ
ȱ ȱ ȱ ȱ ȱ ȱ ȱȱ¢ǯȱ¢ȱ¢ȱȱȱ-‐‑
Ĝȱ ¡ǰȱ ǰȱ ȱ ǰȱ -‐‑ Ȃȱęȱ¢ȱȱȱǯȱȱȱ
ȱǰȱȱǰȱȱ¢ȱǯȱȱ ¡ǰȱȱȱ ȱȱȱȱȱȱ
ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ quality and backup of the accident reports, the police
ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱȱȱȱȱȱ¢ǰȱ
ȱȱǯȱȱȱǰȱȱȱ ȱȱȱęȱĜȱ ȱȱȱ
ȱ£ȱȱȱȱȱ ȱ ȱȱȱ¢ǯȱ¢ȱȱ 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-‐‑
• ȱ ȱ ȱ ȱ ȱ ȱ ȱ Ǳȱȱȱ ȱǯȱȱ ȱ ¢ȱȱȱ
¢ǵȱ ȱ ȱ ȱ ȱ ȱ ȱ
• ȱȱȱȱȱȱ-‐‑ ǻǼȱ ȱ.
¢ȱȱĜ¢ǵ ȱȱȱȱȱȱȱȱȱ
of information to be routed from one host to another
ȱ ȱ ȱ ȱ ȱ ȱ ȱ as necessary, regardless of the computer creating the
¢ȱȱȱȱęǱ ȱȱȱǯȱȱȱȱ¢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 ǰȱȱȱȱȱȦȱ
ȱ ǲ ȱǻȦǼǯȱȱȱȱȱȱȱȱ-‐‑
Řǯ ȱȱ¢ȯȱ¢ȱȱ ǯȱȱȱȱȱȱȱȱȱ ȱȱ
ȱȱȱ ȱǰȱ ȱǰȱ-‐‑ ȱȱşŖȱȱȱȱ ǯȱȱȱ
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 enginesȱ ȱ ęȱ -‐‑
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
ȱȱȱȱȱȱ ȱȱȱȱ • Internet Service Providers (ISP) set up shop to
ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǲȱ ȱ
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 Ǽȱȱȱȱȱȱ
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¢ȱȱȱȱǲ
the quality of the video or audio and high; This ¢ȱ ȱ ȱ ȱ ȱ ȱ ěȱ ȱ
¢ȱȱȱȱȱ ¢ȱȱĴȱ ȱ ȱȱǻȱȱȱȱǼȱ
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 ȱȱǲ
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 -‐‑ ȱ ȱ Ȭȱ ȱ ȱ ȱ ¡ǲȱ ȱ
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 ȱ ȱ ȱ ȱ ȱ ȱ ȱ
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
ȱ ȱ ȬȬȱ ǰȱ ȱ ȱ ȱ technologies for all organizations, private and public,
ȱȱǻȱǼȱȱ ȱȱǯȱȱȱȱȱȱ
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
ȱ ȯ ȱ ȱ ȱ ȱ ȱ ǰȱȱȱȱęǵȱȱȱȱȱ
ǻǼȯ¢ȱǷǼȱ¢ȱ£ȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ
ȱȱǰȱȱȱȱȱȱȱȱ problems of viruses, unscrupulous vendors, marketing
ȱȱȱȱ£ǯ ǰȱȱȱǵȱȱȱ¢ȱȱǰȱȱ
£ȱȱȱǱ 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¢ǯȱȱȱŘŖŖřǰȱŗŝřǰŗŖŖǰȱŖŖŖȱ
• ȱȱȱȱȱȱ£ǲȱǻȱ ȱ ȱȱǰȱȱ¢ȱȱŘŖŖŞǰȱŘŘŖǰŗŚŗǰşŜşȱ
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¢ȱȱȱǻĴǱȦȦ ȱȱǯȱȱȱȱǰȱȱȱȱȱ
ǯǯǯȦ ȦǼǲ ȱŞŚǯşȱȱȱȱȱȱȱ-‐‑
• ȱȱ ¢ȱȱȱȱȱȱȱȱ ȱȱ ǱȱȱǻŘşǯŚȱȱȱ ȱ
ȱȱȱǰȱȱ¡ǰȱȱȱȱ Ǽǲȱ ȱ ǻŗŞǯŖȱ Ǽǲȱ ȱ ǻŞǯśȱ Ǽǲȱ
ȱ ȱ ȱ ȱ ¢ȱ ȱ ǯ ǯȱ ȱ ǻŜǯŚȱ Ǽǲȱ ȱ ǻŚǯŝȱ Ǽǲȱ ȱ
ȱ ǻĴǱȦȦ ǯǯ ǻŚǯŘȱ Ǽǲȱ ȱ ǻŚǯŗȱ Ǽǲȱ ȱ ǻŚǯŖȱ
ȦǼȱȱȱĴȱ¢ȱȱ Ǽǲȱ ȱǻŘǯŚȱǼǱȱȱȱǻŘǯŚȱǼȱ
ȱȱǻĴǱȦȦ ǯǯǯȦȦ ǻȱĴǱȦȦ ǯ ǯȦŗŚǯȱǼǯȱ
ȦǼǲ ȱȱȱȱȱ¢ȱǰȱǯȱ
• as a source for government documents or ǻĴǱȦȦ ǯǯȦǼǰȱ ¢ȱ ȱ ȱ ȱ ŝŘȱ ȱ
Ĝȱ ǰȱ ȱ ¡ǰȱ ȱ ȱ ȱȱȱȱǻǯǰȱǯǰȱǯǰȱǯǰȱǯ£ǰȱǯǼȱ
ȱ ȱ ȱ ǻǱȦȦ ǯǯ ǯ ȱȱǰȱȱȱěȱȱȱȱŗŖȱ¢ȱ
ȦȦǯǼǲ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ŗşřǰŖŖŖȱ
• ȱ ȱ ȱ ȱ Ȧȱ Ĝȱ ǰȱ ǻǯǰȱǯǰȱǯǼǯȱǻȱ¡ȱŗŚǯŚǼǯ
ǰȱȱǰȱȱȱĴǱȦȦ ǯĜ ȱȱȱȱȱǰȱǰȱȱȱ
ǯȦǲ ȱȱ¢ȱ ¢ȱȱȱȱȱȱǵȱ
• ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȃ¢ȱ
ȱȱȱȱǰȱǰȱ ȱȄȱȱȱǰȱȱȱ ȱ-‐‑
or communication back to the organization, ǰȱȱȱȱǰȱȱȱǯȱȱȱȱ ȱ
ȱȱĴǱȦȦǯǯȦȦ ȱȱȱȱ ȱȱȱȱȱȱ
ǯǵȏƽŘŚŝŗǲ ȱȱȱȱȱ¢ȱȱȱȱȱǯȱȱ
• as a professional organization contact for infor-‐‑ ȱȱȱȱȱȱȱȱȱȱ
ǰȱ ǰȱ ȱ ǰȱ ȱ ¡ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ
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 ȱȱȱȱǰȱȱ 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
ȘȱȱĴǱȦȦ ǯ ǯȦŗŚǯ
The intranet is the method of implementing
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
ȱȱȱǯȱȱĴǰȱ
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
ȱȱǯȱȱȱȱȱȱȱ
ȱǯ
ȱ ¢ȱ ȱ ȱ ȱ ȱ £ȱ ǻȱ
ȱȱȱǼǯȱȱȱȱȱ
ǯȱElectronic messaging references the collective tech-‐‑
ȱ ȱ ǻȱ Ǽȱ ȱ ȱ ȱ ȱ
ȱȱȱȱȱȱȱ ȱ
ȱȱȱǯȱȱ ȱȱȱȱ
ȱȱȱȱȱȱǰȱȱǱ
ȱȱȱȱȱȱȱǰȱȱ
organization can maintain and use information very • e-‐‑mail;
¡¢ǯȱȱȱȱȱȱ ȱ • ¡ǲ
ȱȱĴȱȱȱǯȱȱ • 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,
ȱ ęȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ bits and pieces of information, for the customer to
¢ȱ¢ȱȱǯȱȱȱ¢ȱ ȱ¡¢ȱ ǯȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ ȱ
ȱ¢ȱ ǰȱ¢ȱȱ¢ȱ ȱ¢ȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ
ȱȱ ȱęȱȱȱȱȱȱȱ selected that best represents the information that
ȱȱ¢ȱ¢ȱȱȱ¢ȱǯ ¢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 ȱ ȱ ȱ ¢ȱ ȱ ǰȱ 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
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 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
ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǻ-‐‑ 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£ǯȱȱȱ 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¢ȱȱȱȱȱ
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 ȱ ȱ 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 ęǰȱ ȱ ȱ ȱ ¢ȱ ǰȱ ǯȱ Ğǰȱ
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
ȱ ěȱ ǰȱ ȱ ȱ ǰȱ ȱ ȱ 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 ȱȱȱȱǯȱȱȱȱǰȱ -‐‑
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) systemȱ ȱ ȱ ǯȱ ¢¢ǰȱ ȱ
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
• ȱȱȱǲ ȱȱȱȱǯȱȱȱ¢ȱȱ
• ȱȱȱȱĴȱȱȱ 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 ȃȱ¢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£ȱǻȱȱǼǯȱȬȱ
The success of these systems depends on an easy ȱȱ¢ȱȱȱȱ ȱǰȱȱȱ
ȱ Ĝȱ ¢ȱ ǰȱ ȱ ȱ ǻ-‐‑ ǻȱ ȱ Ǽȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ
Ǽǰȱ ȱ ȱ ȱ ȱ ȱ ¢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¢ǯȱȱȱȱ 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¢ǯȱȱȱ¡ȱ ǯȱȱȱȱȬȱȱȱȱȱ ȱȬ
ȱȱĴǰȱȱȱȱȱȱȱȱȱ ȱȱĜȱȱȱȱȱȱ¢ȱĜȱȱ
ȱȱȱǻǼȱ¢ȱȱȱ¡ȱȱȱȱ ȱȱǯ
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 ȱ ȱ ǰȱ ȱ ¢ȱ ȱ ǰȱ ȱ ȱ ȱ ȱ
ȱ¡ǯȱȱȱȱȱȱ¢ȱȱȱȱȱȱ ȱȱȱǯȱȬȱ ȱ
ȱȱȱȬȱ¡ȱǯ ȱ ȱ ěȱ ȱ ȱ ǰȱ ȱ
£ȱ ¡ȱ ȱ ȱ ȱ ȱ ¡ȱ ȱǰȱȱ ¢ȱȱǯȱȱȱȱ
ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¡ȱ -‐‑ ȱȱȱȱȱȱȱȱ ȱ
Information Technology Management řŗş

Ȭȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ • display capital improvement dollars spent by
ȱ ǻlist serversǼǯȱ ȱ ȱ ȱ ¢ȱ ǰȱ ¢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;
ȱ ȱ ȱ Ȭȱ Ğ ǯȱ ȱ ¡¢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£ǯȱȱȱȱȱȱȱ • 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 ȱǯȱȱȱ ȱȱȱȱǰȱ ȱǱ
ȱ ǯȱ ȱ ȱ ȱ ȱ
• identify desirable open space for land acquisi-‐‑
ȱ ȱ Ĝ¢ǯȱ ȱ ȱ ȱ ȱ -‐‑
tion;
¡ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ǯȱ ȱ
• create an impact scenario should services be
ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǻȱ
Ȧǲȱ
ȱŗŚǯŜȱȱȱȱȱ¡Ǽǯ
• create plans for inventorying and managing
ȱȱǯ
Geographic Information Systems
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
¢ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ -‐‑ £ȱ ȱ ȱ ǯȱ ȱ ¢ȱ
¢ȱȱȱ ȱȱȱȱ¢ȱȱȱ ȱȱĚ¡ȱȱȱȱȱȱȱ-‐‑
ȱȱęǯ ǯȱȱ¢ǰȱȱȱȱȱȱ
ȱȱȱȱȱǰȱȱǰȱ-‐‑ ȱ¢ǯ
ȱȱȱĜȱȱȱȱ¢ȱȱ
ǯȱ ȱ ȱ ȱ £ȱ ȱ ȱ ȱ ǰȱ What is GIS?
decision makers and service providers to see the impact ȱȱȱȱȱȱȱȱȱȱ
ȱȱȱȱ ȱȱǯȱ ȱȱȱ ȱȱȱȱ ǯȱȱ 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¢ȱȱǯȱȱȱȱ 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 ȱȱȱǯȱȱȱ ¢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
ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ special layers.ȱ ȱ 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 ȱȱȱȱȱǵȱ
• 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
ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ ȱ 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 ȱ ȱ ȱ ¢ǰȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ
• 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 ȱȱȱǯȱȱȱȱȱ
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 ȱ ȱ ǻȱ ȱ ȱ ¢ȱ Ǽȱ ¢ȱ
ȱȱ ǯ
ȱ ǯȱȱ ȱ ȱ ȱ ȱ -‐‑
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 ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ¢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 ȱǰȱȱȱěȱ
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 ȱ ȱ ȱ Ĝȱ ȱ ¢ǰȱ ȱ ȱ
government, military and utility companies to manage impossible; and
ȱ ȱ ȱ ȱ ȱ ¢ǯȱ ȱ ¡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
ȱ ȱ ǯȱȱ ȱ ȱ ȱ ȱ • money is not a problem;
ȱ ȱ ȱ ŗşŞŖǰȱ ȱ ȱ ȱ ȱ ȱ ȱ • political control is not a problem;
¢ǯȱ ¢ȱ ȱ ǰȱ ǰȱ ȱ ȱ ȱ • ȱȱȱȱȱȱǲ
ȱ ȱ ȱ ȱ ěǯȱ ¢ǰȱ ¢ȱ • availability of technology is not a problem; and
ȱȱȱȱȱȱȱȱȱȱ • ȱȱȱȱȱǯ
ȱǯȱȱȱȱȱȱȱȱȱ
ȱ ȱ¢ǯ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ¢ȱ
ȱ¢ǯȱȱȱǰȱ¢ȱȱȱ
ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ¢ȱ
Components of a GIS 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 ȱȱȱȱȱȱ¡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
¢ȱȱȱȱǯȱȱȱȱ ȱȱȱȱȱȱ 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 ȱȂȱǰȱǯǼǯȱȂȱȱȱ
ȱȱȱ ȱȱȱȱȱȱ¢ǯȱȱ
People ȱȱ ȱȱ ȱȱȱȱǱȱȱ ȱǰȱȱǰȱȱȱǯȱȱ
ȱȱȱȱ ȱȱ ȱǰȱȱȱȱȱȱǰȱȱ ȱ-‐‑
ȱȱȱȱȱȱ ǯȱȱȱȱȱȱ ȱȱȱȱęȱ
ȱ¢ȱȱȱ¢ȱǯȱȱȱȱȱȱȱȱȱȱȱȱȱ
maintain a parks layer and create maps for public presentation at board, council, and public meet-‐‑
ǯȱȱȱȱȱȱ ȱ¢ȱȱȱȱȱ ȱǯȱȱ¢ȱȱȱȱȱ
ȱȱ¢ȱȱǯȱȱȱ¢ȱǰȱȱȱȱȱȱ ȱȱȱǯ
Methods ȱ ȱȱȱȱǯȱȱȱȱǰȱȱȱȱ¢Ȭ ȱ-‐‑
ȱǻęȱȱǼǯȱȱȱȱȱȱȱ¢ǲȱ ǰȱȱȱȱ¡ȱ
ȱȱ ǰȱȱȱȱȱȱǯȱȱȱȱ 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
ǯȱȱȱŝŗǰŖŚŜȱȱȱȱǰȱȱǰȱȱǰȱȱǰȱȱǯȱȱ
ȱ¢ȱȱȱȱ¢ȱȱȱȱȃȱȱǯȄȱȱȱȱȱȱȱ¢ȱ
ȱȱȱȱȱȱęȱȱ ȱȱȱǯ

ȱȱȱȱȱ Ȧ
ȱ ęȱȱȱ¢ȱ ȱȱȂȱȱȱ ęȱȱŜŖȱ¢ǰȱ ȱȱȱŗŘǰŖŖŖȱȱȱ
ǰȱǰȱȱȱȱǯȱȱ ęȱ ȱ¢ȱȱȱȱȱĞȱȱȱȱȱǻǯȱ
Ǽǲȱ ǰȱȱȱȱȱȱęȱȱȱȱȱȱęȱǯȱȱ
ęȱȱȱȱȱȱȱȱȱǰȱȱȱ¢ȱǰȱ¢ǰȱśŖȱȱ ǰȱȱ¢ȱ
ȱȱȱȱȱȱȱȱȦȱęȱȱȱȱǰȱȱ
ȱȱȱȱęȱǯȱȱȱȱȱȱȱęȱȱřǰŗŖŖȱȱȱǯ
ȱȱȱȱ¢ȱȱȱȱȱȱȱȱ¡ȱȱȱȱȱǰȱ
ȱȱȱ¢ȱȱǻǼȱǯȱȱȱȱ ȱȱȱȱȱȱ ȱ
¡ȱȱǰȱǰȱǰȱ ȱǰȱȱǰȱǰȱȱȱȱȱȱ-‐‑
ȱȱȱǯǯȱȱǰȱȱȱǰȱǯǯȱȱȱȱǰȱǯǯȱȱȱȱ
ǰȱȱȱȱȱěǯȱȱȱȱȱȱȱ 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
ǵȱƽȱşŖŜŘǭȱƽȱŗǭ ¢ȱƽȱŖǭȱƽȱşŚş ȱȱȱȱȱȱǯ
ŖŖşǭ ƽŘŞŖŝŝŘŜŚǯ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ
ŘŚȬǰȱ řȬȱ ǻȱ ȱ Ǽȱ ȱ ¢-‐‑
Global Positioning Systems ȱȱǯȱȱȱǰȱȱ-‐‑
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-‐‑ ȱȱ¡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 ǯȱȱȱȱȱȱ¢ǰȱȱȱ££ȱ ȱȱȱ ȱȱǯȱȱȱ
ȱȱ£ȱȱȱěȱȱǯȱ ¢ȱ ¢ȱ ȱ £ȱ ȱ ¡¢ǯȱ ȱ ȱ
ȱ ȱ ¢ȱ ȱ ȱ ęǰȱ ȱ ȱ ¢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
ȱ ȱ ȱ ȱ ȱ ȱ ǻ-‐‑ Ǽǯȱȱ¢ȱȱȱȱȱȱȱ
ǼȱȱȱȬȱȱȱǯȱȱȱȱǰȱ ȱȱ ȱȱȱȱȱȱǯȱȱȬȱ
ȱȱǻȱ¢ȱǼȱȱ¢ȱȱ ȱȱȱěȬȱȱȱȱǯ
for department information resources, because he is the ¢ȱȱǻȱȱȱȱ
¢ȱ ȱ ȱ ȱ ȱ ¢ǰȱ ȱ ǰȱ ȱ 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-‐‑ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ¢ȱ ȱ
ȱ ǯȱ ¡ȱ ȱ ȱ ȱ ȱ ǻȱȱĴȱȱȱȱ¢ȱȱȱ
Ǳ Ǽȱ¢ȱȱȱȱȱȱȱ
• ȱȱ¢ȱȱ ȱȱȱȱȱ ȱȱȱȱȱȱǯȱȱ
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 ȱ ǻǯǯǰȱ ȱ ȱ ȱ ȱ ęȱ ǰȱ ȱ
• restrict Internet usage to those sites that are ȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ
business-‐‑oriented and trusted; ȱǯȱȱȱȱȱȱ ȱȱ¡ȱȱ
• ȱ ȱ ȱ Ȭȱ Ĵȱ ȱ ȱ ȱȱȱȱȱȱȱ¢ǯȱȱȱ
ȱȱ ǲ ǰȱ ȱ ȱ ȱ ȱ ȱ ěǰȱ ȱ -‐‑
Information Technology Management řŘś

ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ Tier 1: Data Backup with No Hot Site
ŗŚǯŝȱȱȱȱ¢ǯ ȱȱȱȱŗȱ¢ȱȱȱȱ
ȱȱȱȱȱȱȱȱěȬȱȱ
Network Security ¢ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ
ȱȱ ȱĴȱȱȱȱȱȱ ĞȱȱȱȱȱȬȱȱȱȱ
ȱȱȱȱȱ Ȃȱ¢ȱȱȱ ǻǼǯȱȱȱ ȱĞȱȱȱȱ
ȱȱȱȱ ȱǯȱȱȱȱ and shipped, these organizations must be prepared
ȱ ǰȱȱǰȱȱǻȱĴȱȱ¡Ǽȱ ȱȱȱ¢ȱȱ ȱȱȱǰȱȱȱ
ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ 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 ȱ ȱ ȱ Řȱ ȱ ¢ȱ ȱ
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
¢¢ǰȱ ȱ 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
ȱȱȱĞȱȱȱȱȱȱ 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 ¢ȱȱȱȱǯȱȂȱȬȬȱȱȱ
ȱȱȱȱȱ¢ȱȱȱ ȱȱ Ȃȱ ȱ 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
ȱȱȱȱǵȱȱȱȱȱ ȬȬȱǻǼȱȱ ȱȱ¢ȱȱ
ȱ¢ȱ¢ȱȱȱȱǯȱȱ ȱǰȱȱ ȱ¢ȱǯ
ȱȱȱęȱȱȱȱȱȱǻȱęȱ
¢ȱȱ¢ȱǼǰȱęȱ ǯ Tier 5: Transaction Integrity
ȱśȱȱȱȱ¢ȱȱ ȱȱ-‐‑
ȱŖǱȱȱěȬȱȯ¢ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ
No Recovery ȱ¢ȱȱǯȱȱȱĴȱȱȱȱȱȱ
ȱ ȱ ȱ ȱ Ŗȱ ȱ ¢ȱ ȱ ȱǲȱ ǰȱȱȱȱȱ-‐‑
have no ǯȱȱȱȱȱǰȱȱ-‐‑ ¢ȱȱ¢ȱȱȱȱȱȱǯ
mentation, no backup , and no contingency
ǯȱȱȱ¢ȱȱȱȱȱȱȱ ȱŜǱȱȱȱȬȱȱ
ǯȱȱǰȱȱ¢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 mirroringǯȱ ȱ ȱ ȱ • ȱ¢ȱȱȱȱȱĴǰȱȱȱęȱ
synchronous and asynchronous solutions available ȱ¢ȱȱȱȱ¢ȱȱĞ ȱ
from the mainframeȱ ȱ ǯȱ ȱ ȱ ȱ ȱȱȱǯ
ȱ ěǰȱ ěȱ ěȱ ȱ ȱ
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 ȱȱȱ¡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
ȱ ȱ ¢ȱ ȱ ȱ ǵȱȱ ȱ ȱ ¢ȱ ȱ -‐‑ 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-‐‑
ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱȱȱ¢ȱȱĞ ǰȱǯ
ȱȱȱ¢ȱȱęȱȱȱȱ
ȱȱ¢ȱ ȱȱ¢ȱȱȱȱǵ
ǰȱȱȱȱǯȱȱȱ ȱ ȱ ȱ ȱ ¢ǯȱ ȱ ȱ -‐‑
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¢ ȱȱȱǻȱ¢ȱ¢Ǽ
ĴǱȦȦ ǯȬȬę ǯȦȱ
• unusual behavior of your computer—take ȱȱȱȱȱ¡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 -‐‑
ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ -‐‑ 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
ȱȱȱěȱȱȱȱȱȱȱǯȱ 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¢ȱȱ
• pretend to be you in online chats or other online
ǯ
activities, such as auctions;
ȱȱȱ¢ȱ¢ȱȱǯȱȱ¢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 ȱȱěȱȱȱȱǯȱȱ
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
ȱȱȯȱ¢ȱȱȱ¢ȱȱ ȱ
ȱȱĴǲ
ȱȱ ȱ¢ȱȱȱȱȱ¢ȱ¢ȱ ȱ
• ȱȱȱ ȱȱĴǰȱ-‐‑
¢ȱ ȱ ȱ ǯȱ ȱ ¢ȱ ȱ ȱ ȱ
als, symbols;
help protect your privacy is much the same; it involves
• has at least one symbol character in the second
ȱǰȱȱȱȃȱȄȱę¡ǯ
ȱ¡ȱǲ
The management componentȱȱęȱȂȱ
• ȱ ȱ ȱ ȱ ěȱ ȱ ȱ ¢ȱ
¢ȱȱ¢ȱ£ȱǯȱȱȱ
ȱǻȱǼǲ
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-‐‑ ȱ ȱ ȱ ȱ ȱ ¢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
These database managers, or super users, could
ȃȄȱȱȃŘřŚśŜŝȄǲȱ
be those ȱ ȱȱȱȱȱȱȱȱȱ
• ȱȱȱȱ¢ȱȱ¢ȱ¢ǰȱ
¢ǯȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ
ȱȱȃ ¢Ȅǯ
ȱǯȱȱ¢ȱȱ-‐‑
Ğȱ¢ȱȱȱȱȱ Ǳ ȱ¢ȱȱȱȱȱȱ¢ǯȱȱ
• 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 ȱ ȱ ȱ ȱ ȱ ȱ 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 ¢ǯȱ ȱ 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
¡ȘȘȱȱȱȱ ȱȱȱǯǯȱȱ¢ǯȱȱȱ¢ȱ
¢Șȱ¢ȱȱ
¢ȱǰȱȱĴȱȱȱȱ
ȱȱ data are vulnerable to being
ȱȱǻȱǰȱŗşşŝȱȱȱǼǲȱ
ŘŖŖŘǰȱȱ lost in the event of a disaster
ȱȱȱǰȱǰȱȱȱȱȱȱ
¢ȱ śŘȱȱȱȱ ȱ Ĝȱ ȱ Ğȱ ȱ ȱ ǰȱ ȱ
¡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
ȘȘȘȱ ¢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
ȱǯȱȱȱȱ¢ȱȱȱǰȱȱȱ ȱ ȱ ȱ ȱ ¢ȱ
ȱȱȱǰȱȱȱȱǯȱǻȱ ǰȱ ȱȱŜȱȱȱȱȱȱȱȱŘŖŖŗǰȱ
ȱȱȱǰȱŘŖŖřǼ ȱŜśȱȱ¡ȱȱȱ¢ȱ-‐‑
ȱ¢ȱȱȱ ȱęǯȱȱȱȱȱ ȱȱȱĞȱȱşȦŗŗȱĴǯ
¢ǰȱȱȱęȱȱȱȱȬȱ-‐‑ Another management concern is business continuity
¢ȱȱȱ ȱ ȱȱǞřȱȱȱŘŖŖŗȱ ȱȱȱȱȱȱǯȱȱȱ¢ȱȱ
ȱǞŚǯŘȱȱȱŘŖŖŜǰȱȱȱ ȱȱŜǯşȱȱ ǻǯǯǰȱ ȱ ǰȱ ȱ ȱ Ĵǰȱ ǰȱ
ǻȱ¡ȱŗŚǯŗŖǼǯȱȱȱȱȱȱ-‐‑ ęǰȱ Ǽȱ ȱ ȱ ȱ ȱ ȱ ǯȱ
ȱ ¢ȱ ǰȱ ȱ ȱ ȱ Ğ 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 ǻȱȱŗŚǯşȱȱ¢ȱ¢ȱ
ȱȱȱȱȱȱȱ ȱȱ ȱ¡Ǽǯȱǻȱ¡ȱŗŚǯŗŗȱȱŗŚǯŗŘǼǯ
ȱ¢ȱȱȱȱȱȱȱŗŖȱǯȱ
ȱ ȱ ȱ ȱ ȱ ȱ ǻǼǰȱ
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

park and recreation publications have advertising from
Exhibit 14.12 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,
ȱȱȱȱǯȱȱȱȱ
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 ǯȱ ȱ
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 -‐‑ ȱǰȱǰȱǰȱǰȱȱǯȱȱ
¢ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ Şǰȱ manufacturers compete to provide the best solution for
ŘŖŖşǰȱ ȱ ĴǱȦȦ ǯ ǯȦĴȦŘŖŖŚȦ ȱ¢Ȃȱȱǰȱ 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£ȱǯȱȱȱȱ¢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
ȱȱȱȱȱ¢ȱȱȱȱȱǯȱȱ 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
ǯȱȱȱȱȱȱǯȱȱȱȱȱ
řǯ ǰȱ ǰȱ ǰȱ ȱ ¢ȱ ǻȱ
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£ȱȱǯȱ¢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 -‐‑
ȱȱȱȱǯȱȱȱȱȱ
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
technologyǯȱȱȱǰȱȱȱȱȱȱ
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 ȱȱȱȱȱǯȱȱȱȱ-‐‑ Wiring (Topology)
ȱȱ ǰȱȱȱȱȱȱȱ ǯȱȱȱ 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¢ȱȱȱ 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 ǯȱ ȱ 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 ȱ Ǽȱ ȱ ȱ ȱ ȱ ȱ
another, assuming they have the same standard proto-‐‑ ǯȱȱȱȱ ȱȱȱȱ
ȱǻȱǼǯ ȱȱǯȱȱȱȱȱ ȱ
A switchȱȱȱ ȱȱȱȱȱȱȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ
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 ȱ ǯȱ ȱ ȱ ȬȬȱ ǯȱ
This option eliminates the need for a dedicated machine
Network Interface Cards (NIC) ȱȱȱęǯȱǰȱȱȱȱȱ ȱȱ
ȱ ǰȱ ȱ ȱ network interface cards, are ȱȱȱȱǯȱȱȱȱȱȱȱȱ
ȱȱ¢ȱȱȱȱȱȱ ǯȱ Ĝǰȱ ȱȱȱȱȱǯ
ȱȱȱȱȱȱȱȱȱȱ ¢ȱ£ȱȱȱȦȱȱ
ȱȱȱ ǯȱȱȱȱȱȱȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ
ȱ ȱȱȱȱȱȱȱȱȱȱ ǰȱ Ȭǰȱ ȱ ǯȱ ȱ ȱ
ȱęȱǯȱȱȱ¢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

Enterprise Networks Ȭȱǯȱȱȱȱȱǰȱȱȱěȱ
ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ
ȱȱ ǰȱȱ¢ȱȱ¢ȱȱ-‐‑ ȱȱ ȱ ȱȱ ȱȱȱȱ ȱ¢ȱȱ
cols, from multiple locations around the city or across ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ
ȱǯȱȱȱȱȱ ȱȱ¢ȱ analyzes the call log and makes recommendations to the
ȱ¢ȱȱȱȱȱȱǯȱȱȱȱ 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 ȱȱȱȱȱǯȱ
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 ȱȱǯ
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¢ȱǻȱǼȱȱȱȱȱȱȱ
ȱȱęȱ£ȱǯ £ǯȱȱȱȱȱȱ¢ȱȱ
ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ
Data Centers ȱȱȱȱȱȱȱǯȱ
ǰȱȱ
In large government organizations and businesses, the ęȬ¢ȱȱȱȱ ȱȱȬȱȱ
ȱȱȱȱȱȱȱȱȱȱ¢ǯȱ ȱȱȱ ¢ȱȱȱǯȱ¢ȱȱȱȱ-‐‑
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 ȱ Ȭȱ ¢ǯȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ¢ȱ ȱ ¢ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ
ȱȱ£ȱǰȱ ȱȱȱ plan, and updating, upgrading, or changing technolo-‐‑
ȱȱȱȱǯȱěȱȱȱ-‐‑ 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 ȱȱěǯ
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¢ȱȱȱ¢ǯȱȱȱȱȱȱ ȱ ȱ ȱ ȱ ěȱ ȱ
ȱȱ ȱȱǰȱ¢ȱȱȱȱ decisions, improve their use of technology, and use
ȱǯȱȱȱȱȱ£ȱȱȱȬȱ ȱȱĜ¢ǯȱ¢ȱȱȱ
ȱ ȱ ǯȱ ȱ ȱ ȱ 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 ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ
Ğȱȱȱȱȱȱ ȱȱ
Step 2: Develop a preliminary vision for
ȱǯ
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 ȱȱǯȱȱ¢ȱȱ
technology plan ǰȱȱǰȱȱȱȱȱ¢ȱǯȱ
ǰȱ
Source:ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢Ȃȱ £ȱȱȱ ȱȱȱ ¢ȱȱȱ
¢ȱȱȱȱ¢ǰȱŗşşŜǯ ǯȱȱ ȱ ¡ǰȱ ȱ ȱ ȱ ȱ -‐‑
ȱ ǰȱ ȱ ȱ Ĝȱ ȱ ȱ ǯȱ
ȱ ȱȱȱęȱȱ ȱ-‐‑
ȱęȱȱȱęȱȱȱȱǻȱ ǯȱ
ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ
¡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 ȱ ǰȱ ȱ ȱ ȱ ȱ
ȱȱȱȱȱ ȱǲ
ȱ ȱ ȱ ȱ ěȱ ȱ ȱ ȱ ȱ ȱ
• ȱȱȱȱȱěȱȱȱ
ǰȱ ȱ ȱ ȱ ȱ ȱ
and training all the stakeholders;
ȱǯ
• ȱ ȱ ȱ ¢ȱ ȱ ȱ ȱ
ȱĞȱȱ Ȭȱȱȱ 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 ȱ ęȬȱ ȱ ȱ ǯȱ
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
ȱȱȱȱ¢ȱȱ¡ǯǼ ȱ ǯȱ ȱ ȱ ȱ ¢ȱ ȱ £ȱ

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 ȱȱȱǲ
ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ • departments are held accountable for informa-‐‑
department, organization, vendor or public entity ȱ ǲ
ȱǰȱȱȱǯ • ȱ ȱȱȱȱȱ
¢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
£ǯȱ ȱ ȱ ȱ Ě ȱ ȱ ȱ Ȭ systems in place;
engineered to create an information resource that is • ěȱȱȱȱȱ-‐‑
ȱ ȱ ¢ȱ ȱ ǯȱ ¢ȱ ȱ ȱ ȱȱȱ ȱȱȱ¢ǰȱ
on IT resources must move the organization closer to ȱȱȱȱȱȦęȱ-‐‑
Ȭȱ ǯȱ ¡ȱ ŗŚǯŗśȱ ȱ ȱ 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-‐‑
ěȱ ȱ ȱ ȱ ěȱ ǰȱ ȱ ȱ ȱȱȱȱěȱȱȱ
ȱȱȱȱȱǰȱ ȱȱȱ-‐‑ various services;
ȱǯȱȱȱȱ ȱȱȱȱȱ • ȱȱȱȱǻȱǼȱȱ
ȱ ȱȱȱȱȱ ǯȱȱ ȱ ȱȱȱȱȱǲ
ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ ȱ • ȱ ȱ ȱ ȱ ȱ ȱ ȱ
ȱ ȱ ¢ǯȱ ȱ ȱ ¢ǰȱ ȱ ȱ ȱ 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
ȱŗŚȬŗŘǼǯȱȱȱ¢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

• 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-‐‑ ȱ ǰȱ ȱ ȱ ŗŚȬŗśǰȱ ȱ ȱ
ȱȱȱȱǯȱȱȱ ȱ ǯǼȱȱ¢ȱȱȱȱȱ
increase intradepartmental cooperation, so that the ȱǯȱȱȱȱȱ ȱȱȱǰȱ
£ȱ ȱȱȱȱȱȱȱȱ ȱȱȱȱȱȱ¢ȱǯ
ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ -‐‑
ȱ¢ǯȱȱȱȱȱȱ ĞȱřǱȱȱȱȱ¡
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
ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǯȱ
Ĵȱ ȱ ȱ ȱ Ǽǯȱ ȱ ȱ -‐‑
There are many tools, such as e-‐‑mail, teleconferencing,
ȱ ȱ ȱ ¢ȱ ȱ ȱ ǰȱ ǰȱ
ȱ ȱȱ ȱȱȱȱȱ ȱ
ȱ¢ǰȱ ȱ¢ǰȱǰȱȱȱ
ȱȱȱȱǻȱȱŗŚȬŗřǼǯ
recreation organizations, environmental education
groups, hospitals, libraries, sporting goods stores,
ĞȱŘǱȱȱ¢ȱȱ Ȭȱ ǰȱ ȱ ¢ǰȱ ¢ȱ ǯȱ
Integrated Systems ȱȱȱǰȱȱ¢ȱȱ
ȱȱȬ£ȱȱ £ǰȱěȱȱȱȱ ȱ ȱȱǰȱȱ¢ȱȱ
other organizations or vendors, become contractors, or ¢ǯȱȱȱȱȱȱ¢ȱȱ
ȱȱęȱǯȱȱ¡ȱěȱȱȱ ȱȱ ȱȱȱěǯȱȱȱȱ
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
ǰȱǯǼǰȱȱǯȱȱȱȱ Assessing IT Needs
ȱȱȱǰȱȱěȱȱȱ
access to all operational or administrative information ȱ¢ȱȱȱȱŗşşŖȱȱ-‐‑
ǻ ȱ ¢ȱ Ǽǯȱ ȱ ¢ȱ ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱ
an organization must develop and implement informa-‐‑ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ
tion standards for document management, database ȱ ȱ ǯȱ ¢ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ
ǰȱȱǯȱȱȱȱȱĞȱ 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 ¢Ȃȱ ǯȱ 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 ¢ǯȱ ȱ ȱ ȱ 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 ȱȱǯȱ¢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
ȱȱȱǯȱ ȱȱȱȱȱ ȱ ȱȱȱȱȱȱǯ
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 ¡¢ǰȱ ȱ 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
ǯȱȱȱȱȱȱȱ ¢ȱȱ ¢ȱȱȱ¢ȱ¢ǯȱȱ ȱ
ȱȱȱȱȱȱȱȱǻǯǯǰȱ-‐‑ ȱ ȱ ȱ ȱ ¢ǰȱ ȱ 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 Ǽǯȱ ȱ ǰȱȱȱȱȱȱęȱȱ¢ȱ
ȱȱ¢ȱȱȱǻ ȱȱȱ ǯȱȱȱȱȱǯȱȱě-‐‑
ȱȱȱȱȱȱ ȱ ȱǼǰȱ¢ȱ tive disposal of old and unused equipment requires
¢ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ǰȱȱȱȱȱȱȱěǯ
ȱȱȱ ¢ȱȱȱǯȱǻȱȱ ȱȱȱȱȱǯȱ£ȱ
ŗŚȬŗŝǰȱȱȱǰȱȱȱŗŚȬ are in the ȱ ǯȱȱ ǰȱ ȱ ȱ
ŗŞǰȱȱȱǯǼ 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-‐‑ ȱȱǯȱȱȱ ȱȱȱȱ
ǯȱ
ǰȱȱ ȱȱȱȱȱȱȱȱ ȱ¢ȱȱȱ ȱȱ£ȱ
ȱȱ ȱ ȱȱ£ȱ-‐‑ ǻǯǯǰȱ ǰȱ ǰȱ ěȱ ǰȱ ȱ
ȱǯȱȱȱȱȱȱǰȱ ȱ ǰȱǯǼǯ
ȱȱȱęȱȱǯ ȱȱȱȱȱ¢ȱ ȱȱ£ȱȱ
One of the greatest emotional forces for acquiring ȱ ȱǰȱȱȱȱȱȱęǯȱ
IT is PC envy.ȱȱȱȱŗşşŖǰȱȱ ȱȱȱ Information technology systems assure that appropri-‐‑
ȱȱȱȱȱȱȱȱ ȱȱ ȱȱǰȱȱȱęǰȱ-‐‑
ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ ȱ nel, and program records are being maintained and
ǰȱ ěȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱȱȱȱȱȱȱ¢ȱȱȱ-‐‑
ȱ ȱ ȱ ¢ǯȱȱ ȱ ěȱ ȱ ȱ ȱ ¢ǯȱȱȱȱȱȱ¢ȱ¢ȱȱ
ȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱȱȱȱ ȱǰȱȱ¢ȱ ȱ
Ĵȱ ȱ ȱ ȱ ǯȱ ȱ ȱ ȱ £ȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ ȱ
ȱ ȱȱěȱ¢ȱȱȱǰȱȱȱȱ ȱ ȱ ¢ȱ ȱ Ĝ¢ǯȱ ȱ
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 ȱ ȱ ǰȱ ȱ ¢ȱ ȱ ȱ ȱ
ȱȱȱ¢ȱ ¢ǯȱȱȱȱ-‐‑ ȱǯ
ȱȱȱȱ ȱȱǰȱȱ ȱǰȱ Another member of the team should be an IT
ȱȱȱȱǯ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ
ȱ ȱ ȱ ȱ ȱ ęȱ ȱ ¢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 ȱȱǯȱȱȱȱȱȱȱ
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
¢ȱȱȱǼǲ
¢ȱȱȱȱȱȱěȱȱ-‐‑
• ęȱ ȱ ȱ ȱ ǻȱ ȱ
ȱ ȱ ǯȱ ¢ǰȱ ȱ ȱ
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 ǻǼȱ
• 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 • ȱȱȱȱǲ
ȱȱȱǯȱĞ ȱǰȱȱȱ-‐‑ • ȱ ȱ ȱ ȱ ȱ ǻǼȱ ǻȱ
puter use by patrons, banking fees are all considerations ȱȱ¡ȱęȱ¢Ǽǲ
ȱȱȱ¢ǯ • ȱȱȱȱȱȱȱ-‐‑
ȱȱȱȱȱǲȱ
The IT Business and Planning Team • ȱȱȱȱȱȱ£ȱ
ǻȱ¢ȱǼǯ
ȱȱ¢ȱȱȱȱȱȱǯȱ ȱȱȱȱȱ ¢ȱȱȱȱȱȱ
ȱȱȱȱȱȱȱ ȱȱ ȱȱ£ȱȱȱȱȱ¢ȱǯȱ
management supports the use of teams to solve busi-‐‑ ȱ ȱȱȱȱȱȱȱ
ȱ ǯȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ¢Ȭȱ ȱ ěǯȱ ȱ ȱ ȱ
ęȱȱȱȱȱȱǯȱ ȱȱȱěȱȱȱȱȱ-‐‑
The planning team must have an agenda that improves ness and the director understands the basics of the IT
ȱ¢ȱĴȱȱȱȱǯȱȱȱȱ 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
ȱȱȱȱǰȱ¢ȱȱěȱ ȱȱȱȱǱ
ȱ ȱ ȱ ȱ ȱ ǯȱ ȱ £-‐‑
• ȱ ȱ ȱ ¢ȱ ȱ ȱ
tions evolve and become more computer literate, their
¢Ȧ£ȱȱǲ
ȱ ȱ ȱ ǯȱ ȱ ȱ
• ȱ ȱ ȱ ¢ȱ ęȱ ȱ ȱ
ȱȱȱȱǯ
ȱ ǻ£ȱ ¢ǰȱ ȱ -‐‑
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
ȱȱȱ
ȱǰȱȱȱ
ǰȱǱȱ
ȱ ȱ Ȃȱ ¢ȱ ȱ ȱ ȱ ȱ ęȱ ȱ
• ȱȱǻȱ Ǽǲ the verb to knowȱǻǰȱŗşŜşǼǯȱǰȱȱȱȱ
• 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
ȱȱ ȱ ȱ ȱ ȱ ¢ȱ ȱ
ȱ ȱ £ȱ ȱ ȱ ȱ ȱ Ĝǯȱ ȱ
ȱ¡ȱȱȱȱ ȱȱȱȱ-‐‑
Ǳ
¢ȱǰȱȱȱȱȱ ȱȱȱȱȱ
• 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 ȱȱǭȱȱȱȱȱŘŖŖŜȱ¢ǯȱȱƽȱŚǰŖŖŗǯȱȱȱȱȱƹŘȱǯȱȱȱŘǰȱȱȱ
ĴǱȦȦ ǯ ǯȦȦȏȏ¢¢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 ǻǼǰȱ ȱ ȱ ȱ

• ȱ ȱ ȱ ǻȱ ȱ ȱ ǻǼǰȱȱǰȱȱȱȱȱȱǯȱ
ȱ ȱ¢Ǽǲ ȱȃȱȄȱĞȱȱȱȱȱ¢Ȭ
• ȱȱǻȱȱȱĞ ǰȱ ȱ ȱ ȱ ȱ ȱ ȯ 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 ȱ ȱ ǻ¢ȱ ǭȱ ǰȱ ŗşşśǼǯȱ 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
• ȱ ȱ ȱ ȱ ȱ ȱ 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 ¢ǰȱ ȱ 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 ȱǞŗŖŖǰŖŖŖǯȱȱȱȱȱ¢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
ǰȱ ȱ ǰȱ ȱ ǰȱ ǰȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ ȱ
řŚŘ Information Technology Management

ȱȱŞŚȱȱȱȱȱȱȱȱ
Exhibit 14.20 ȱ ȱȱǻŝŚȱǼȱȱȱȱǻŝŗȱ
Top Reasons Companies Are Using Ǽǯȱȱȱȱȱȱȱȱȱȱȱ
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 ¢ȱ ȱ ȱ
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
ȱȱȱȱ ȱ Şȱȱ 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 ǯȱ ȱ ¢ȱ ȱ ȱ ȱ ȱ ȱ 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 • ȱ ȱ ȱ ȱ ȱ ȱ ȱ Ĝ-‐‑
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
ȱ ȱ ȱ ȱ ȱ ěȱ ȱ ȱ ȱ ȱȱȱȱȱȬȬǯ
Ȭȱȱȱȱ ȱȱ-‐‑ • ȱ¢ȱȱȱȱȬȱ ȱ
ȱǯȱȱȱȱȱȱȱȱ of the technology and reduce the time for the
continuously addressed in recreation and park agencies ȱ ȱ ěȱ ȱ ȱ ȱ -‐‑
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¢ǯǯǼǯ
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 ȱ ȱ ȱ ǰȱ ¢ǰȱ ȱ ȱ ȱ ȱ Ȭ
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 ǯȱ ǻŗşşŜǼǯȱ ȱ ȱ ȱ ȱ ȱ ȱ
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 ȱȱǭȱȱȱǯȱȱ
us about use and information technology in higher ¢ȱ śǰȱ ŘŖŖŞǰȱ ȱǱȦȦ ǯ ǯ
educationȱ ȱ ȱ ȱ ȱ ȱ ȦȦȏȏ¢¢ǯǯ
ȱ ȱ ȱ ¢ȱ ȱ
ǰȱǯȱǯȱǻŘŖŖŝǼǯȱȱǱȱȱȱȱȱ
ǰȱ ȱ ǯȱ ȱ ǰȱ Ǳȱ ȱ ǰȱ ȱ ŘŖŖŞǯȱ ǰȱ Ǳȱ
ǰȱǯ ȱȱǭȱȱȱǯȱȱ
¢ǰȱǯȱǻŗşşŞǼǯȱ¢ȱǭȱǱȱȱ ¢ȱ śǰȱ ŘŖŖŞǰȱ ĴǱȦȦ ǯ ǯ
ǯȱSchool Administration: Knowledge, Constructs ȦȦȏǯǯǯ
and Theory.ȱǰȱǱȱ Ȧ
ȱȱ ȱ ¢Ȧ¢ȱ ȱ ȱ
¢ǯȱ Ǳȱ ĴǱȦȦ ǯǯǯ ǻŗşşŞǼǯȱȱȱȱ¢ȱȱȱȱ
ȦȦ¡Ȧŗǯ ǯȱǰȱǱȱǯ
ǰȱǯȱǯǰȱȱǯȱǻŘŖŖśǼǯȱIntroduction 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
ǰȱǯȱǻŗşŞśǼǯȱManaging information: The challenge and ǻŘŖŖřǰȱǼȱȦȱȱȱ
the opportunity.ȱ ȱǱȱȱȱ ǯȱ ȱ ȱ ŗŘǰȱ ŘŖŖŚǰȱ ȱ
ȱǻǼǯ ĴǱȦȦ ǯ ǯȦȦǯ
ȱ ǻŗşşŝǰȱ ȱ ŗśǼǯȱ ȱ ȱ ȱ -‐‑ ȱȱǱȱȱȱȱǯȱ
ȱ ȱ ȱ Ȭȱ ȱ ǯȱ ǻŘŖŖŞǰȱ ǯǼȱ Ȧȱ ȱ ȱ
Computerworld, v.31ǰȱǯřŝǰȱǯȱŚŘǯ ǯȱ ȱ ȱ ŗŘǰȱ ŘŖŖŞǰȱ ȱ
ȱ¢ȱȱǰȱǯȱǻŘŖŖŞǼǯȱ ĴǱȦȦ ǯ ǯȦȦǯ
What is a GIS? ȱȱŘŗǰȱŘŖŖŞǰȱ ĴǰȱǯȱǯȱǻŘŖŖŚǼǯȱSystem under stress: Homeland security
ĴǱȦȦ ǯǯȦȦȦȦ ȏǯ and American politics. ǰȱǱȱȱǯ
ĴǱȦȦ ǯǯȱȦȱȱȦȱȬŗŘȱȦȱȱȦ ǰȱǯȱǻŗşşŝǰȱ¢ȱŗşǼǯȱȱȱȱǯȱȱ
ȏǯȱ ǽȱ ȱ ǱȦȦ ǯǯȦ ǯȱComputerworld, 31ǰȱǻŘŖǼǰȱśşǯ
¢ȦȦȦȬȬȬǯǾ ǰȱǯǰȱǭȱǰȱǯȱǻŗşşŚǼǯȱThe 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 ǰȱȱǯȱǯȱǻŗşşŜǼǯȱȱǱȱȱ-‐‑
ǰȱ ǯȱ ǭȱ ǰȱ ǯȱ ǯȱ ǻŗşşŝǼǯȱȱ ¢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 ǯȱǯǰȱǰȱȱ ǯǰȱǭȱ¢ǰȱǯȱǯȱǻŘŖŖŗǼǯȱFacing
ȱȱ ȱȱȱǯȱTechnological the unexpected: Disaster preparedness and response in
Horizons in Education, 24ǰȱǻřǼǰȱśŖȮśŘǯ the United StatesǯȱǰȱǱȱȱ
¢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-‐‑ ǰȱǯȱǯȱǻŗşşŝǰȱǼǯȱ¢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.ȱǰȱǱȱȱ ǯȱȱȱȱȱȱ ȱ
¢Ȧ¢ȱȱǯ ȱȱǯȱǰȱǯ
ǰȱǯȱȱǰȱǯȱǻŘŖŖşǼǯȱ¢ȱȱ ǻŘŖŖŖȮŘŖŖřǼǯȱ ȱ ȱ śǰȱ ŘŖŖřȱ ȱ
Ǳȱȱȱȱȱěǯȱȱ ǯȱ ȱ Ǳȱ ĴǱȦȦ
¢ȱ ŗŘǰȱ ŘŖŖşǰȱ ȱ ǱȦȦ ǯ ǯǯȦę
ǯȦȦȏ¢ȦȦřŚ ǻŘŖŖŗǼȱ ȱȱ ǯȱȱȱ
ŘŗśŝŜŚřŝşŖŖŘŝŚŚśŞǯ řşǰȱŘŖŖŚȱȱ ȱȱǱȱĴǱȦȦǯ
¢ǰȱǯǰȱǭȱǰȱǯȱǻŗşşśǼǯȱȱȱȱ-‐‑ ȦȦȦȦŘŖŖŚǯǯř
ing needs in the use of distance education for ǻŘŖŖřǼǯȱ ȱ ȱ ȱ ȱ ȱ ǯȱ
ǯȱ International Journal of Educational ȱȱŘŖŖŚȱȱȱǱȱĴǱȦȦ
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¢ǯȱȱȱŞǰȱŘŖŖş html
ȱĴǱȦȦǯǯȦȦȦȦ 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 ȱ Řşǰȱ ŘŖŖŚǰȱ ȱ ĴǱȦȦ ǯ
agersǯȱȱȱŘŞǰȱŘŖŖşǰȱȱĴǱȦȦ ǯ ĞǯȦ¢ȦȦǯ¡ǯ
ǯȦȬȬǯ
řŚŜ 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¢ȱȱȱȱȱǯȱȱ
ǰȱȱȱȱęȱȱ ȱ¢ȱȱȱǯȱȱȱȱȱ¢ȱ-‐‑
ȱȱȱ¢ȂȱȱȱȱĞȱȱ¢ȱȱȱ ȱ¢ǯȱȱȱȱȱ
ȱȱ¡¢ȱȱȱȱȱȱ ȱȱȱȱȱ¢Ȃȱ ȱ£ȱ¢ǯȱ
ȱ ȱȱ
ȱ ȱȱȱȱȱȱȱȱĴǱȦȦ ǯ¢ǯȦ ǵƽȏŖŜŚǯ
¢ȱ ȱȱȬȱȱȱȱĜȱȱȱȱȱȱȱȱȱȱȱȱ
ȱǯȱ
ȱȱ¢ȱȱȱȱȱ ȱȱȦȱ¢ȱȱ
ȱ¢ǯȱ
ȱ ȱȱȱȱ¢ȱȱȱȱȱǰȱǰȱǰȱȱ
¢ȱǯȱȱȱȱȱ¢ǰȱȱȱȱȱȱȱȱ¢ǰȱȂȱȱ
ȱ
ǰȱ¢ȱǰȱȱȱȱȱȱȱȱȱǰȱǰȱȱȱ
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Information Technology Management řŚŝ

Chapter 14 - Information Technology Management PDF

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Chapter 14 - Information Technology Management PDF

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Information Technology

Information Technology is a fundamental force in • IT as a management tool;

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• ¢ȱǻ¢ȱǼǲ ǰȱ ȱ ȱ ǻǼǰȱ ȱ ȱ ȱ

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