The Indian Institute of Planning and Management

Ahmedabad

A project report on System Essential

E-

Banking

Submitted to: Submitted by:

Prof. Arun Verghese Arush Kumar
Charmy Doshi
Kaushal Pujara
Minouli Khetani
Dhaval Mehta
Mansi shah

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 ACKNOWLEDGEMENT
Through this acknowledgement we express our sincere gratitude towards professor
Arun Verghese who guided us in preparing this project report which has been a great
learning experience.

We would also like to thank the managers of Westside and pantaloons

for providing us information about their stores.

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 PAGE OF CONTENT
1. Introduction to e-banking

 Definition of e-banking
 Evolution of e-banking
 Components of e-banking
 Benefit
 Drawbacks
 Role of e-channels in the banking sector

2. Medium of e-banking

 Card world
 E-cash
 Paypal

3. Various ways to deal with e-banking

 Kiosk
 ATM management
 Internet Banking
 Phone Banking
 EFT/POS
 Mobile
 Interactive T.V.
 Call Center

3. ATM

The money machine

How ATM works

4. Conclusion
5. Bibliography

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Introduction
to e-Banking

4
 Introduction to e-Banking
In March 1997, Wired magazine  reported that more than half of the European banks
recently surveyed by management consultants at Booz-Allen & Hamilton said that
they would offer banking services over the Internet within a year, and more three-
quarters said they would do so within three years.

Internet banking makes good sense for financial institutions. For about £1 million,
less than the cost of building a single traditional branch, a bank can set up a fully
functioning operation on the Internet. Booz-Allen were reported to have estimated
that the cost of depositing a cheque with a real-live bank clerk over a branch counter
is around 65 pence. By post and telephone, the cost of the same transaction halves.
With a dial-up PC banking service, it halves again, to about 15p. With an Internet
banking system, the cost drops below 5p, and sometimes as low as 1p.

This is particularly significant because electronic commerce opportunities for small

and medium sized enterprises requires a reliable and low cost electronic payment
system. However, many electronic payment issues are institutional rather than
technical. Creating the legal framework for a world-wide electronic payment system
will require substantial co-ordination and high level priority on the agenda of
monetary authorities. This framework could build upon laws governing credit card
and automatic teller machine transactions. It will also need to find ways of reducing
the costs of transactions and must address the technological opportunities for new
ways of creating stores of value (money). The acceptance and legal status of
electronic payment systems will have a major impact on confidence and trust in e-
commerce.

Definition

‘e-banking refers to theprovision of retail and small value banking products and
services through electronic channels. Such products and services can include deposit-
taking, lending, account management, the provision of financial advice, electronic
bill payment, and the provision of other electronic payment products and services
such as electronic money.’
The automated delivery of new and traditional banking products and services directly
to customers through electronic, interactive communication channels.
e-banking is defined as the automated delivery of new and traditional banking
products and services directly to customers through electronic, interactive
communication channels. E-banking includes the systems that enable financial
institution customers, individuals or businesses, to access accounts, transact business,
or obtain information on financial products and services through a public or private
network, including the Internet. Customers access e-banking services using an
intelligent electronic device, such as a personal computer (PC), personal digital
assistant (PDA), automated teller machine (ATM), kiosk, or Touch Tone telephone.

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While the risks and controls are similar for the various e-banking access channels, this
booklet focuses specifically on Internet-based services due to the Internet’s widely
accessible public network. Accordingly, this booklet begins with a discussion of the
two primary types of Internet websites: informational and transactional.

Evolution:

The common motivation for banks to implement e-banking is to provide a faster,

easier, and more reliable service to clients, to improve the bank’s competitive position
and image, and to meet clients’ demands. E-banking may also provide other benefits.
For instance, creating new markets, and reducing operational costs, administrative
costs and workforce are increasingly important aspects for the banks’
competitiveness, and e-banking may improve these aspects as well. On the other
hand, questions have been raised about the banks’ efficiency in utilizing the unique
features of e-banking for improving their competitive positions and images. Indeed,
there is a growing concern that e-banking is not yielding the anticipated results,
creating a gap between the actual returns and the proposed objectives and thereby
losing a large amount of investment. This especially concerns the interaction with
clients and thereby increased and more rapid access to new markets. This has thrown
the spotlight onto the problem of change from one particular delivery channel to
another. This is highly important since the implementation of e-banking may have
radical implications on a bank’s structures, business processes, products and services
and value flows with clients and other parties. In practice, an appropriate mix of
delivery channels will be determined by a number of factors on the supply and
demand sides of the market. On the supply side, factors such as regulations
technology, and the resultant change in the market structure influence the choice of
delivery channels, whilst, on the demand side, client preferences and expectations are
of prime importance.

E-Banking components:

E-banking systems can vary significantly in their configuration depending on a

number of factors. Financial institutions should choose their e-banking system
configuration, including outsourcing relationships, based on four factors:

 Strategic objectives for e-banking;

 Scope, scale, and complexity of equipment, systems, and activities;
 Technology expertise; and
 Security and internal control requirements.

Financial institutions may choose to support their e-banking services internally.

Alternatively, financial institutions can outsource any aspect of their e-banking
systems to

third parties. The following entities could provide or host (i.e., allow applications to
reside on their servers) e-banking-related services for financial institutions:

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  Another financial institution,
 Internet service provider,
 Internet banking software vendor or processor,
 Core banking vendor or processor,
 Managed security service provider,
 Bill payment provider,
 Credit bureau, and
 Credit scoring company.

E-banking systems rely on a number of common components or processes. The

following list includes many of the potential components and processes seen in a
typical institution:

 Website design and hosting,

 Firewall configuration and management,
 Intrusion detection system or IDS (network and host-based),
 Network administration,
 Security management,
 Internet banking server,
 E-commerce applications (e.g., bill payment, lending, brokerage),
 Internal network servers,
 Core processing system,
 Programming support, and
 Automated decision support systems.

These components work together to deliver e-banking services. Each component

represents a control point to consider. Through a combination of internal and
outsourced solutions, management has many alternatives when determining the
overall system configuration for the various components of an e-banking system.
However, for the sake of simplicity, this booklet presents only two basic variations.
First, one or more technology service providers can host the e-banking application
and numerous network components as illustrated in the following diagram. In this
configuration, the institution’s service provider hosts the institution’s website, Internet
banking server, firewall, and intrusion detection system. While the institution does not
have to manage the daily administration of these component systems, its management
and board remain responsible for the content, performance, and security of the e-
banking system.

Benefits:

For Firms E Commerce brings:

- different and arguably lower barriers to entry;

- opportunities for significant cost reduction;

- the capacity to rapidly re-engineer business processes;

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- greater opportunities to sell cross border.

Each and all of these potential benefits provides for increased competition and the
ability to wrest market leadership from established players.

For consumers the potential benefits are:

- more choice;

- greater competition and better value for money;

- more information;

- better tools to manage and compare information;

- faster service.

And there are potential benefits even for regulators:

- better, more flexible, user friendly information for consumers and others on our own
web-site;

- better, almost indestructible audit trails;

- potential to monitor advertising and advice activity more easily;

- more cost effective and efficient use of regulatory tools (for example the use of our
extra net over the Y2K period).

But of course there are also risks. The risks to firms – specifically banks I will cover
later.

Drawbacks :

The types of e-banking risks discussed in the booklet

include:
▪ Transaction or operations risk;
▪ Credit risk;
▪ Liquidity, interest rate, price, and market risks;
▪ Compliance or legal risk; and
▪ Strategic risk.

The role of e-channels in the banking sector:

Electronic banking (e-banking) is the newest delivery channel

of banking services. The definition of e-banking varies amongst
researches partially because electronic banking refers to several
types of services through which a bank’s customers can request
information and carry out most retail banking services via
computer, television or mobile phone

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MEDIUM OF
E-BANKING

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 MEDIUM OF E-BANKING

CardWorld :
CR2's card issuing suite, Card World, provides a complete end-to-end card
payment, management and processing service from card application, approval
issuance and online authorisation to statements, payment collections and interest
application.
It supports the issuing and acquiring of local debits cards as well as branded debit
and credit cards including Maestro, Visa and MasterCard. Card World accepts
transactions from POS or ATM acquiring products.
Card Issuing :
Card World is a fully functional debit card issuing and management system. Card
World Card Management System carries out online transaction checks such as PIN
and transaction limit verification, as well as administering card data and the control
of physical plastics production through an interface with Card World Producer.
Card World Producer is a powerful card personalisation system enabling card
organisations to take complete ownership of the card production process including

 Production
 Embossing
 EMV chip card and magnetic strip encoding
 PIN mailing
 Export to chip personalisation system for EMV issuing

Card World Account Management System provides the core accounting

functionality required for debit card (local, national, Electron and Maestro)
authorisation and transaction posting
Benefits:

 Low cost of ownership

 Rapid return on investment
 Increased revenue
 Maintain existing and develop new customers

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  Total solution from a single provider

E-Cash :

While many different companies are rushing to offer digital money products,
currently e-cash is cash is represented by two models. One is the on-line form of e-
cash (introduced by DigiCash) which allows for the completion of all types of internet
transactions. The other form is off-line; essentially a digitally encoded card that could
be used for many of the same transactions as cash. This off-line version (which also
has on-line capabilities) is being tested by Mondex in partnership with various banks.

The primary function of e-cash is to facilitate transactions on the Internet. Many of

these transactions may be small in size and would not be cost efficient through other
payment mediums such as credit cards. Thus, WWW sites in the future may charge
$0.10 a visit, or $0.25 to download a graphics file. These types of payments, turning
the Internet into a transaction oriented forum, require mediums that are easy, cheap
(from a merchants perspective), private (see Privacy), and secure (see Security).
Electronic Cash is the natural solution, and the companies that are pioneering these
services claim that the products will meet the stated criteria. By providing this type of
payment mechanism, the incentives to provide worthwhile services and products via
the Internet should increase. Another prospective beneficiary from these
developments would be Shareware providers, since currently they rarely receive
payments. To complete the digital money revolution an offline product is also
required for the pocket money/change that most people must carry for small
transactions (e.g. buying a newspaper, buying a cup of coffee, etc...).

The concept of electronic money is at least a decade old. [Hewitt 1994] demonstrates
that check writing is a pre-cursor to E-cash. When one person writes a check on his
bank account and gives the check to another person with an account at a different
bank, the banks do not transfer currency. The banks use electronic fund transfer.
Electronic money, removes the middleman. Instead of requesting the banks to transfer
the funds through the mechanism of a check, the E-cash user simply transfers the
money from his bank account to the account of the receiver.

The reality of E-cash is only slightly more complicated, and these complications make
the transactions both secure and private. The user downloads electronic money from
his bank account using special software and stores the E-cash on his local hard drive.
To pay a WWW merchant electronically, the E-cash user goes through the software to
pay the desired amount from the E-cash "wallet" to the merchants local hard drive
("wallet") after passing the transaction through an E-cash bank for authenticity
verification. The merchant can then pay its bills/payroll with this E-cash or upload it
to the merchant's hard currency bank account. The E-cash company makes money on
each transaction from the merchant (this fee is very small, however) and from
royalties paid by banks which provide customers with E-cash software/hardware for a
small monthly fee. Transactions between individuals would not be subject to a fee.

E-cash truly globalizes the economy, since the user can download money into his
cyber-wallet in any currency desired. A merchant can accept any currency and
convert it to local currency when the cyber cash is uploaded to the bank account.

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To the extent a user wants E-cash off-line, all that is necessary is smart card
technology. The money is loaded onto the smartcard, and special electronic wallets
are used to offload the money onto other smartcards or directly to an on-line system.
Smartcards have been used successful in other countries for such transactions as
phone calls for a number of years. The money could also be removed from a
smartcard and returned to a bank account. Visa is developing a related product, the
stored value card. This card comes in a variety of denominations, but functions more
like a debit card than E-cash.

In essence, E-cash combines the benefits of other transaction mediums. Thus, it is

similar to debit/credit cards, but E-cash allows individuals to conduct transactions
with each other. It is similar to personal checks, but it is feasible for very small
transactions. While it appears superior to other forms, E-cash will not completely
replace paper currency. Use of E-cash will require special hardware, and while most
people will have access, not all will. However, E-cash presents special challenges for
the existing "middlemen" of the current paper currency society. More and more,
banks and other financial intermediaries will serve simply as storehouses for money,
lenders, and processing/verifying electronic transactions. Personal interaction with a
teller, or even visits to a bank ATM will become obsolete. All one will have to do is
turn on his computer.

Paypall ::

PayPal is a Web-based application for the secure transfer of funds between member
accounts. It doesn't cost the user anything to join PayPal or to send money through the
service, but there is a fee structure in place for those members who wish to receive
money. PayPal relies on the existing infrastructure used by financial institutions and
credit card companies and uses advanced fraud prevention technologies to enhance
the security of transactions.
Max Levchin and Peter Theil founded PayPal in 1998. Levchin and Theil hoped to
make online shopping more appealing to the consumer by creating a secure payment
system that would be as easy to use as taking money out of your wallet. To send
money through PayPal, you just enter the recipient's e-mail address and the amount of
money you want to send them. By mid-2003, PayPal's Mountain View, California-
based offices were administering over 30 million accounts in 38 countries around the
world. EBay, the popular Web-based auction enterprise, acquired PayPal in October
2002.

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Various ways to
deal
with e banking
13
Various ways to deal with e banking

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Kiosk
BankWorld Kiosk is a customisable software solution which provides banks with
the ability to offer self service banking within branches and elsewhere such as
shopping malls 24 x 7. Enquiries include:

 Bill presentment and payment

 Standing orders
 Direct debits maintenance
 Loan mortgage application

Benefits:

 Quicker and cheaper to deploy than ATMs

 Extremely easy and cost effective to implement - uses features from
the Internet and ATM channels
 Introduces customers to Internet technologies in the safe and secure
setting of a branch

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  Allows branch staff to concentrate on more complex tasks and
business development opportunities
 Reduced service costs
 Reduced queuing time in branches
 Empowers customers

ATM Management:
BankWorld ATM Controller is a modular, scalable ATM management solution,
providing excellent network diagnostics, automated notifications and
comprehensive MIS support. It is targeted at networks of between 150 and 10,000
ATMs, and deploys on Windows servers.
Benefits:

 Reduced cost of ownership through simplified administration and MIS

reporting
 Reduced maintenance call-out costs through ATM fault diagnostic
information
 Enhanced operational efficiency
 True 24 x 7 operations support
 Scalability through system's modular design
 Cost reduction - remote management of ATMs
 Flexible: multi-currency, multi-acquirer, multi-country support

ATM software distribution

BankWorld ATM Distributor is the software distribution tool for remote
downloading, management and updating of software on the ATMs. It enables new
applications, graphics, sound files and video to be distributed to the ATMs, for
example to download new corporate logos or advertising images to the ATM
network during re-branding campaigns.
BankWorld ATM Distributor allows efficient central administration and
distribution of software and application upgrades to the ATM network. It also
enables headquarter operations staff to upload files such as electronic journals and
log files for remote monitoring and fault diagnosis of ATMs.
Benefits:

 Reduced cost of ownership - remote software distribution requires less

maintenance visits to the ATM network
 Cost effective - support for remote diagnosis reduces the length of
maintenance call-out visits
 Maximised up-time - software upgrades can be scheduled to be carried
out at off-peak times to minimise inconvenience to customers
 Speed-to-market - new ATM screens, new products and services can
be downloaded and configured as desired

Internet Banking :

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BankWorld Internet gives banks the ability to provide financial services to their
customers over the Internet 24 x 7. The bank can choose to use any language or
combination of languages.
BankWorld Internet is built on a hardened security platform ensuring that your
customers personal details communicated online remain confidential. Enhanced
security also means that viewing and transaction limitations can be restricted when
multiple users have access to individual or joint accounts.
Benefits :

 Improved levels of account information 24 x 7, for both the banks'

customers and internal bank staff provides increased potential for cross
selling
 Complete range of configurable banking services and products supported,
including funds transfer, overseas remittance, electronic bill presentment,
share trading
 Competitive edge - multiple profiles enabling customer segmentation and
targeted marketing, differentiates the bank from its competitors
 Customer loyalty - secure and reliable solution to reassure the banks'
customers
 Security levels can be set so that different internal groups can access their
required information only
 Increased revenues
 Different certifications and tokens are required for logon depending on
customer's requirements

Phone Banking :
IVR (Interactive Voice Response) otherwise known as phone banking, allows
customers to check their balance and make account enquiries over the phone
BankWorld IVR, offered in conjunction with CR2's partner Servion, delivers a
fully functional phone banking software solution integrated to the back office
systems through the Channel Manager.
Available services include:

 Balance enquiry
 Cheque book, statement or draft request
 Funds transfer
 Bill payments
 Interest rates quotes
 Foreign exchange rates quotes
 Change PIN request

As with the other channels, phone banking solution uses the existing ATM
infrastructure and so becomes very cost effective to implement.

Benefits:

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  Customer loyalty and convenience - customers can access their
account details even when the branch is closed and without requiring
access to the Internet.
 Customer privacy - customers who "fear" the Internet can access their
accounts from home
 Increased revenue - attracts and retains high value customers who
actively seek institutions providing consistently available access to
information and financial services

EFT/POS NETWORKS:

EFT/POS networks process, route, clear, and settle ATM and on-line POS debit card
transactions by linking financial institution card issuers and merchant acquirers,
consumers, merchants, and third-party service providers through telecommunication
gateways. The networks’ primary roles include routing transactions through central
switching gateways, acting as clearinghouses to settle network member “on-us”
transactions, and forwarding “foreign” non-member transactions for processing. Most
financial institution and non-bank ATM networks are connected to regional and
national EFT/POS networks. Most regional networks are joint ventures owned and
controlled by competing financial institutions. Ownership in regional networks can
either be concentrated in several financial institutions or dispersed among 100 or more
member financial institutions. A few regional networks function as cooperatives,
while a single firm may own and operate one as a profit-making enterprise. Visa and
MasterCard own and operate the two national EFT/POS networks: Visa’s Plus and
MasterCard’s Cirrus ATM networks and Visa’s Interlink and MasterCard’s Maestro
POS networks. These national networks serve as a bridge between regional networks,
and permit transaction information to be routed from one regional network to another.
Membership in regional and national EFT/POS networks facilitates universal access
to financial institution card-based electronic services, providing participant financial
institutions with an interchange system offering authorization, clearing, and
settlement services. The fees financial institutions charge consumers for “foreign”
ATM usage help defray the cost of membership services. Acquirers collect
interchange fees from network members (issuers) to cover the cost of operations.
With ATM transactions, the issuer pays the acquirer, in contrast to credit and debit
card networks. EFT/POS networks clear both ATM and debit card (PIN-based)
transactions. Financial institutions rely on third-party service providers to conduct
ATM and debit card payment processing. Third-party processors provide a range of
retail payment-related services, including card issuing services, merchant services,
account maintenance and authorization services, transaction routing and gateway
services, off-line debit processing services, and clearing and settlement services.
Although merchant acquiring financial institutions may use third parties to perform
many acquiring activities, the acquiring financial institution is responsible for all
third-party processor and merchant activity.
Independent sales organizations (ISO) provide third-party services to install and
operate ATM and POS terminals for financial institutions and merchants.
Representing merchants and community financial institutions, an ISO typically
contracts with third-party processors for a variety of services including ATM and POS

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terminal driving, transaction processing, and cash restocking. Some EFT/POS
networks require an ISO to be sponsored by a financial institution member of the
network.

Mobile:

M-commerce (mobile commerce) is the buying and selling of goods and services
through wireless handheld devices such as cellular telephone and personal digital
assistants (PDAs). Known as next-generation e-commerce, m-commerce enables
users to access the Internet without needing to find a place to plug in. The emerging
technology behind m-commerce, which is based on the Wireless Application Protocol
(WAP), has made far greater strides in Europe, where mobile devices equipped with
Web-ready micro-browsers are much more common than in the United States.

In order to exploit the m-commerce market potential, handset manufacturers such as

Nokia, Ericsson, Motorola, and Qualcomm are working with carriers such as AT&T
Wireless and Sprint to develop WAP-enabled smart phones, the industry's answer to
the Swiss Army Knife, and ways to reach them. Using Bluetooth technology, smart
phones offer fax, e-mail, and phone capabilities all in one, paving the way for m-
commerce to be accepted by an increasingly mobile workforce.

As content delivery over wireless devices becomes faster, more secure, and scalable,
there is wide speculation that m-commerce will surpass wireline e-commerce as the
method of choice for digital commerce transactions. The industries affected by m-
commerce include:

 Financial services, which includes mobile banking (when customers use their
handheld devices to access their accounts and pay their bills) as well as
brokerage services, in which stock quotes can be displayed and trading
conducted from the same handheld device
 Telecommunications, in which service changes, bill payment and account
reviews can all be conducted from the same handheld device
 Service/retail, as consumers are given the ability to place and pay for orders
on-the-fly
 Information services, which include the delivery of financial news, sports
figures and traffic updates to a single mobile device

IBM and other companies are experimenting with speech recognition software as a
way to ensure security for m-commerce transactions

Interactive TV:

Interactive TV (iTV) is any television with what is called a “return path”. Information
flows not only from broadcaster to viewer, but also back from viewer to broadcaster.
Another feature common to all iTV systems is the ability to offer each TV set, or each
viewer who uses that TV set, a different choice of content.

There are different hardware configurations and it is possible to build a crude

interactive service using analog systems. But the type of systems now being offered,
that will dramatically change how viewers live, are digital – either cable or satellite.

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Three Types of Interactive TV Service
1. Cable
2. Satellite
3. Personal Video Recorder

Call Center:
A location staffed by telemarketing, telesales, or technical support staff. Often
times, call statistics are calculated and displayed on displays
A company, or department of a company, that offers operator-supported voice
services. A large number of operators handle inbound calls via a hotline, with
outbound calls being part of direct marketing efforts.
Industry term referring to a company phone center that handles such services as
help desk, customer support, lead generation, emergency response, telephone
answering service, inbound response and outbound telemarketing
The part of an organization that handles inbound/outbound communications with
customers.
An authorization request response displayed on the credit card terminal screen,
generated by the issuer or through stand-in processing. The merchant must then
call for a voice authorization
a facility that answers inbound, or places outbound telephone calls. Call center sare
also known as customer care centers, use sophisticated software to provide a full
range of services A functional area within an organization or an outsourced,
separate facility that exists solely to answer inbound or place outbound telephone
calls; usually a sophisticated voice operations center that provides a full range of
high-volume, inbound or outbound call-handling services, including

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ATM

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 ATM
Definition :
(Automatic Teller Machine machine) A banking terminal that accepts deposits and
dispenses cash. ATMs are activated by inserting a cash or credit card that contains the
user's account number and PIN on a magnetic stripe. The ATM calls up the bank's
computers to verify the balance, dispenses the cash and then transmits a completed
transaction notice. The word "machine" in the term "ATM machine" is certainly
redundant, but widely used.

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23
The Money Machine :

Rubber rollers move one bill at a time from the currency box (each holds about 2,000
bills) to the dispenser area. A sensor determines if two or more bills are stuck together
or if the wrong denomination was pulled and causes them to be inserted into the reject
box.

How ATM works :

ATM cards use processors to connect to there various ATM networks. If you take
your ATM card out of your wallet now, you will see network logos (also known as
bugs) on the back:
Here are 4 examples of network bugs.

You might notice that the Cirrus bug looks similar to the Master Card logo. That is
because it’s the ATM processing network of Master Card. The Plus network is the
ATM side of Visa. Plus and Cirrus are the National ATM networks. All other logos
and bugs are regional networks.

Financial Institutions commonly referred to as Banks issue both credit cards and debit
cards. Debit cards can be ATM cards and/or Check Cards. When someone swipes or
inserts a debit or credit card into an ATM, it asks for a PIN (personal identification
number).
When you process ATM transactions with ATMdepot.com your ATM machine will
dial a toll free number to begin the authorization process. Your ATM will be re-
programmed with a TID (terminal ID number) that will identify it on our processor so
the networks will allow the transaction to complete. This TID along with other
identifying information lets the cardholder's bank know that the transaction is taking
place on your ATM.
Your ATM will connect to the networks through our processing centre and then to the
cardholder’s bank. If there are sufficient funds in the ATM cardholders account for
the withdrawal request, the transaction will be completed. The ATM receives the
authorization and dispenses the cash requested. Your ATM can also be used if
someone just wants to check their account balance or transfer funds before or after
withdrawing cash. There would be no convenience fee charged by your ATM for non-
cash withdrawal transactions.

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Conclusion

25
 Conclusion
E- Banking has truly facilitated our lives and made our transactions very easy.
How E-Banking can ease your life:

1. Bill Payment Service

2. Fund Transfer
3. Credit Card Customers
4. Railway Pass
5. Investing through Internet Banking
6. Recharging your Prepaid Phone
7. Shopping at your fingertips
It still has lot of potential to develop and we can look forward to some more
surprising innovations of E-Banking

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Bibliography

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 Bibliography

www.google.com
www.livesearch.com
www.microsoftsearch.com
www.esnips.com

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