Download Internet Service Providers (ISPs)

More on Web Design
Internet Service Providers (ISPs)
Implementation and Maintenance
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
More on Web Design
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
WHY A WEBSITE?
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Reach Customers Quickly & Reliably
Establish a Presence in Cyberspace
Leverage Advertising Costs
Reduce Customer Service Cost
Promote Public Relations
Penetrate International Markets
Test-market New Products & Services
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
LIFE CYCLE OF SITE BUILDING
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Plan the Site
Define Audience & Connection
Build Site Content
Define Site Structure
Create Visual Design
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
PLAN THE SITE
• Define the Site’s Goals
– Determine Who Will Be Involved
– Understand the Time & Need Constraints
• Ask Questions Deciding on Site’s Mission &
Purpose for the Organization
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
DEFINE AUDIENCE &
COMEPETITION
• Generate a List of Intended Audience
• Identify What Prospective Customers Want
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
HOW CUSTOMERS JUDGE WEBSITES
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Product Prices
Product Representation
Product Selection
Shipping & Handling
Delivery
Ordering
Privacy Policy
Web Navigation
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
WEB DESIGN
• Focus on Speed & Responsiveness
• Create Scenarios & Test Cases
• Select a Set of Users for Trial
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
COMPETITVE ANALYSIS
• Make a List of Competitors
• Evaluate Criteria:
– Personalization
– Consistency
– Ease of Navigation
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
BUILD SITE CONTENT
• Create Content Inventory
• Determine Priority of Each Department
• Analyze Feasibility of Each Function
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
DEFINE SITE STRUCTURE
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Create Good Site Structure
Explore Various Metaphors
Define Architectural Blueprints
Decide User Navigation
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
VISUAL DESIGN
• Use Layout Grid
– Show icons, buttons, banners, etc.
• Establish Look & Feel of Site via Page Mockups
• Develop Web Personalization
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
WAYS TO BUILD A WEBSITE
• Storefront Building Service
• ISP (Web Hosting) Service
• Do It Yourself
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
STOREFRONT BUILDING
SERVICE
• Offers Customized Online Store
– Provide Web Address
– Manage Web Traffic
– Maintain Store on Web Servers
• Drawbacks – Lack of Personalization
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
ISP SERVICES
• Provide E-Commerce Software
• Offer Well-Versed In-Store building
Technology
• Advantage – Good Customer Support
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
DO IT YOURSELF
• Requires Experience
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Security
Web Traffic Management
Responsive Support
Full-Time Web Administration
• Benefits – Unlimited Upgrades &
Customization
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
WEB NAVIGATION DESIGN
• Create User Profiles
– Keep Human Factor as Part of the Design
• Use Scenarios
– Help View Navigation Process
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
DESIGN TIPS
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Keep the Site Simple
Address the Problem the Website Needs to Solve
Enhance Response Time
Raise Transmission Speed
Focus on Content
Ensure Company’s Name Visible
Emphasis on Appearance
Allow Easy Return to Homepage
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
DESIGN CRITERIA
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Appearance
Public Exposure
Consistency
Scalability
Security
Performance
Navigation & Interactivity
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
APPEARANCE
• Is the Site Aesthetically Pleasing?
• Conduct Quality Assurance
– Check the readiness of a website
– Examine how easy it passes under the stress of a
Web production schedule
• Use a Style Guide
– Ensure consistency within the site
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
CONSISTENCY
• Will the Website & Contents Appear the Same
on Visitors’ Screens?
• Usage of HTML
• Provide Choice of Browser
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
SECURITY
• Protect from Hackers
• Critical – Website Access
• Knowledge of Developers
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
PERFORMANCE
• How Long Does It Take for the Page to
Appear?
• Depend on Local Networking, Traffic Volume,
Web Connection
• 45-second Timer
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
NAVIGATION & INTERACTIVITY
• How a Visitor Gets from One Page to Another
• Format Icons & Buttons
• Give out Function Descriptions of Each Icon
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
Website Evaluation
& Usability Testing
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
ANATOMY OF A SITE
• Use of Colors
• Site Evaluation Criteria
• Web Personalization
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
USE OF COLORS
Color
Psychological Effects
Red
Power, energy, passion, danger
Blue
Trust, conservative, security
Yellow
White
Black
Optimism, hope
Purity, precision, innocence
Sophistication, mystery, elegance
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
SITE EVALUATION CRITERIA
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Color
Type & Shapes of Icons
Page Content
Service Offered
Primary Focus
Ancillaries
Site Classification
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
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SITE EVALUATION CRITERIA
(Cont’d)
Professionalism
Speed
Consistency
Personalization
Security
Scalability
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
WEB PERSONALIZATION
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Cookies
Collaborative-filtering Software
Check Boxes
User-based Personalization
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
WHAT MAKES A WEBSITE USABLE?
Sources
What Users Are Seeking
Forrester Research
Spool’s Study
•High-quality Content
•Ease of Use
•Quick to Download
•Frequent Site Update
•Information
Kahle’s Study
•Specific Information
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
USABILITY TESTING GUIDELINES
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Decide on a writing style & stick to it
Give visitors what they are looking for
Show class
Keep the big picture in mind for usability
Make the site easy to navigate
Focus on content before graphics
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
USABILITY TESTING GUIDELINES
(Cont’d)
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Make your text scannable
Be careful about flashy marketing language
Encourage visitor feedback
Test, test & test!
Remember: Conciseness, Scanability & Objectivity
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
ROLE OF WEB ADMINISTRATOR
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Database Server
Application Server
Web Server
Special-purpose Servers for Security
Internet Bandwidth
Internet Performance Status
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
Internet Service Providers
(ISPs)
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
Internet Network Architecture
Backbone
e.g. High-Speed Backbone Network
operated by MCI
Network Access Points (NAPs)
e.g. New York (Sprint)
Regional Networks
e.g. AOL, AT&T
Regional ISPs
i.e. Local Providers
User Level
e.g. University / Corporate Networks
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
Internet Service Provider (ISP)
• An organization providing an entrance ramp
to Internet
• ISPs offer:
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Linking consumers & businesses to Internet
Payment system for online purchases
Monitoring & maintaining a customer’s website
Network management & system integration
Backbone access services for other ISPs
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
HOW ISPs WORK
• Web Site Infrastructure
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Standby Electric Power
Redundant ‘Fault-Tolerant’ Servers
Redundant Communications Lines
One or More Firewalls
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
TYPES OF SERVICE PROVIDERS
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Internet Service Provider
Application Service Provider
Business Service Provider
Wholesale Service Provider
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
TYPES OF WEB HOSTING SERVICES
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Dial-Up Access
Developer’s Hosting
Web Hosting
Industrial Strength Hosting
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
HOW TO BECOME AN ISP
• Contract with a regional network providing bandwidth
• Procure a leased communications line to one of the
company’s routers
• Procure hardware & software to manage Internet
communication
• Set up dial-in lines to connect users
• Maintain enough manpower to manage ISP traffic &
deal with users
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
HOW TO CHOOSE AN ISP
• Bandwidth Size
– E.g. High-speed T1 & T3 lines
• Connection Availability & Performance
– Normal: 5 – 10MB
• Virtual Hosting
• E-mail Aliases
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
HOW TO CHOOSE AN ISP
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Stability & Staying Power
Local Access
Customer Service & Technical Support
Reliability
Price
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
ISP NEEDS FOR ONLINE MARKETING
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Register Domain Name
Capture & Forward e-mail
Host the Website
Technical & Managerial Support
On-the-road Support
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
WHAT IS A DOMAIN NAME?
• Unique Internet address
• Domain Name System (DNS) translates
between IP address & URL
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
CYBER COMMANDMENTS OF
WEBSITE DOMAIN NAMES
• Determine whether proposed domain name infringes any
trademarks
• Determine whether proposed domain name dilutes any famous
marks
• Obtain federal trademark registration of proposed domain name
• Register proposed domain name with InterNIC
• Get permission before linking to other websites
• Watch for expanded top-level domain names & registries
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
PITFALLS FOR USING ISP
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Overcharging
Domain Name Status
Backup
Contractual Language
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
Implementation and
Maintenance
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
IMPLEMENTATION STRATEGIES
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Proper testing & readiness of website
Reliability of technology
Readiness of ISP to load website & handle traffic
Security of lines & payment system
Customer service staff training
Readiness of fulfillment process with vendor’s warehouse
Performance check of entire system before actual deployment
Assignment of a Web team to monitor, maintain & upgrade the
system
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
PROPER TESTING &
READINESS OF WEBSITE
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Response time to inquiries
Stress testing
Recovery testing
Human factor testing
Staging testing
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
TEST PLAN
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Criteria for visitor testing
Load website & prepare website procedure
Website & system tests
Procedure for making necessary corrections
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
TEST PLAN
• Syntax Errors
– Violate rules of language in which website is
written
• Logic Errors
– Deviations from a range of acceptability
• Website Testing vs. Total System Testing
• Visitor Acceptance Testing
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
QUALITY ASSURANCE
• Development of controls to ensure a quality
website
• Emphasized in every stage of website
development life cycle
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
QUALITY ASSURANCE
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Correctness
Scalability
Maintainability
Reliability
Optimum Performance
Alpha Test vs. Beta Test
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
SITE PERFORMANCE ISSUES
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Merchant Server
Applications Server
Payment Processor
Back-end Databases
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
DISASTER PLANNING & RECOVERY
• Disaster Recovery Plan
– Contingency plan for resuming operations when a
problem disrupts normal operations
– Identifies potential threats, prioritizes website &
other applications, and devises safeguard to
minimize losses in the event of a disaster
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
GOOD DISASTER
RECOVERY PLANNING
• Assessing website’s vulnerabilities via risk analysis
• Reducing / preventing technical & operational risks to
online environment
• Developing cost-effective solutions
• Ensuring alternative Internet access modes
• Providing disaster recovery procedures
• Training e-commerce staff in disaster recovery
methods
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
RECOVERY PLANNING
• Backup
– Redundancy
– Mutual aid with another organization
– Uninterruptible power supply
• In-house vs. Outsource
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
DISASTER/RECOVERY PLAN
• Appoint a competent team of representatives
(ie - Web designer, IT representatives, and
customer service staff)
• Prepare planning
• Draft a disaster/recovery manual
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
STAFF TRAINING
• E-learning
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Web-based training
Mostly outsourced
Less pressure on IT department
Hard to monitor
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
IMPLEMENTATION
MANAGEMENT
• Project Management
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Estimating resource requirements
Scheduling tasks & events
Providing for training and site preparation
Selecting qualified staff & supervising their work
Monitoring project’s program
Documenting
Periodic evaluating
Contingency planning
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
IMPLEMENTATION ISSUES
• Performance
• Personnel
• Integrating front-end commerce site with backend fulfillment vendors
• Maintenance & enhancements
• Post-implementation planning
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
IMPLEMENTATION
CONSIDERATIONS
• Ensure each staff knows his/her job
• Sell all participants on importance of working
together as a team
• Plan ahead on how to solve predictable
problems
• Establish a specific procedure for handling
routine problems
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
MAINTENANCE STRATEGIES
• Check for website operational errors, links &
contents
• Web designers use a syntax-checking program
to catch errors before the website is fully
operational
• Eliminate all dead links
• Check fax & e-mail orders
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
MAINTENANCE STRATEGIES
(Cont’d)
• Process invoices for items that are readily
available
• Use e-mails for communications with
customers, vendors, and employees
• Upgrade or redesign website
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
MAINTENANCE
CONSIDERATIONS
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Make website attractive
Minimize load times
Text should be displayed quickly
Verify ordering information
Encourage customer feedback
Maintain & upgrade technology
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
MAINTENANCE
CONSIDERATIONS (Cont’d)
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Ensure a reliable invoicing system
Ensure easy to maintain inventory system
Monitor & evaluate server reports
Watch disk usage
Bandwidth consumption
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005
MONITORING WEBSITE TRAFFIC
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Dates & times of the hits
Visitor’s login name
Visitor’s IP address
Visitor’s host
Request
Name of the host
Cookies
Number of pageviews
Sylnovie Merchant, Ph.D.
MIS 281
Spring 2005