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Introduction to Marketing (BMI3C) The Ontario Curriculum Grades 11 and 12 – Business Studies Revised 2006 Unit Topic: Information Technology Time Allocation: 4 classroom lessons (70 minutes each) 2 periods spent in computer lab (70 minutes each) Unit Overview: 1. Introduction to Information Technology 2. How is IT used in Marketing? 3. Communications Technology in the workplace 4. Fashion, fads, and trends in the Electronic Age 5. Culminating Activity – IT based market research project Prepared by: Wes Guldemond February 2008 Marketing BMI3C Prepared by Wes Guldemond Unit: Information Technology Related Expectations: Ontario Ministry of Education Overall Expectations for BMI3C – demonstrate an understanding of the importance of marketing research to a business and how information technology can be used to obtain and analyse marketing-related information; Stream: Trends in Marketing Overall Expectations By the end of this course, students will: – explain the effects of new information technologies on marketing strategies and consumer trends; Specific Expectations Information Technology in Marketing By the end of this course, students will: – identify advances in electronic commerce applications (e.g.,web-page design, order entry systems, database design for market research) and describe how these advances have affected business-to-business and business-to-consumer marketing; – explain how emerging information technologies (e.g., wireless communication, digital technology) have affected the dynamic nature of marketing and stimulated the rate of change in marketing strategies; – describe the effects that new communication technologies have on marketing in a business environment (e.g., with respect to business etiquette, use of language, literacy standards in business); – describe how fashion, fads, and trends (e.g., buying behaviour, conspicuous consumption) are influenced by the immediacy characteristic of the electronic age. Content Overview 1. Introduction to Information Technology (IT) – What is Information Technology? – What role does IT play in our every day lives? – How does IT affect aspects of business? 2. How is IT used in Marketing? – Investigate how advances in IT have influenced consumer profiling, market research, and marketing campaigns 3. Communications Technology in the workplace – What are the positive and negative results of new communications technologies in the workplace? – What skills are important for success in the working world? 4. Fashion, fads, and trends in the Electronic Age – How has IT affected the ways that marketers influence or respond to trends? 5. Culminating Activity – In this market research project, students will survey the preferences or habits of their peers – Research implementation and presentation must be completed using IT applications (e.g. web survey, PowerPoint presentation) Marketing BMI3C Prepared by Wes Guldemond Unit: Information Technology Lesson 1: What is Information Technology? Overall Expectations (Trends in Marketing stream) By the end of this course, students will: – explain the effects of new information technologies on marketing strategies and consumer trends; Specific Expectations Information Technology in Marketing By the end of this course, students will: – identify advances in electronic commerce applications (e.g.,web-page design, order entry systems, database design for market research) and describe how these advances have affected business-to-business and business-to-consumer marketing; Content – What is Information Technology? – What role does IT play in our every day lives? – How does IT affect aspects of business? Teaching Strategies • Socratic method of question and answer • Class Discussion • Group Work • Think Pair Share to assist conceptual understanding • Personal connection questions • Media examples – clips, articles, websites Learning Activities • Group discussion • Media examples – clips, articles, websites • Personal Connections – survey assignment Accommodations • Large font PowerPoint for visual difficulties • Printed note outline for students who have difficulty with note taking Assessment and Evaluation Homework assignment Resources World of Marketing, Notman & Wilson. Marketing Essentials (3rd Edition). Farese, Kimbrell, & Wolosyzk Teaching Materials • LCD Projector* • Laptop with Powerpoint (and internet access if possible)* • Movie: Minority Report • Flip chart & markers for group work *Due to the subject matter for this unit, it would be preferable to use a LCD projector and a laptop in order to demonstrate what you are teaching, otherwise additional computer lab time may be beneficial Teacher Notes Lesson 1 – Introduction to Information Technology Note: Before Lesson 1, collect student email addresses and have them fill out the following online survey as homework. The results will be presented to the students at various connection points during the unit, and it will also serve as a demonstration of the culminating activity. The survey can be created for free at www.surveymonkey.com , use the following questions: Marketing Class Student Survey o Name o Email o Age o Gender o Do you have a part-time job during school? If yes, how many hours do you spend working per week? o How much do you use the internet? o Facebook? o Do you think it is ethical for people to download pirated music and movies? o Generally, would you say that Facebook/MSN/Email helps you get more work done or less work done? o Rate the following aspects of our marketing class: o amount of group work : Too much << 5 4 3 2 1 >> too little o amount of real life examples o amount of homework o amount of variety Other comments: 1. Introduction to Information Technology - What is Information Technology? • Definition: IT deals with the use of electronic computers and computer software to convert, store, protect, process, transmit and retrieve information, securely.~Wiki • Before computers – the medieval IT help desk (http://youtube.com/watch?v=3lU1-msp5u0) • A big part of all of our lives • Examples in your life? [Think Pair Share - have the students think about where they use IT in a regular day (e.g. how soon after you wake up is the first time you use IT?)] - The Electronic Age - A Time of Rapid change [have students generate examples of information technology] • Computers o from IBM PC, 1981 -, 4.77 MHz processor, 64K of RAM, 160 KB floppies disks for external storage (Memory keys?) o Apple Macbook Air – 1.6 GHz processor, 2 GB RAM, 80 GB hard drive • Software • Operating Systems - platform for running software applications • Office Applications word processors, email, presentations, Information management (databases, spreadsheets), digital media & graphic design, etc. • Telecommunications • Satellite (communications, video, GPS) • Internet - commercial internet started in the late 1980’s small transfers, now B2C & B2B, music & video) • Wireless (voice, text, now data e.g. video & email) How are technology changes in recent decades are affecting business? • - [group exercise – generate ideas for what parts of business are affected by developments in IT and explain how, or divide the following categories and have them come up with the examples] • • Almost everyway you can think of, and not just office jobs: (have groups/pairs generate ideas, then explain how that area or industry has been affected) • Customer service (frequent custormer cards, foreign call centres) • Communications (emails, reports, presentations, wireless) • Public Relations (websites) • Accounting (tracking, reporting) • Distribution (courier package tracking) • Manufacturing (automated processes) • Inventory Management (accurate measures, predictions – e.g. autoparts warehouse – inventory tracking, reporting, even shipping labels improved efficiency and profitability) • International Business (communications, e.g. ordering) • Supply management (Just-in-Time delivery, automated reordering) Example: World of Marketing Ch 8 – Distribution / Logistics Grand & Toy – OrderPoint softare (B2B) p. 307 - what marketing functions have been accelerated? • Other - (retail, trades, service industries relay on IT – invoices, marketing, POS systems) • Marketing/Sales – in depth next lesson Why do marketers care? - Information Collection and Analysis - Marketing Research - Detailed Consumer Profile (WofM p50) - Leads to: - New marketing methods - More Personalized Marketing • more efficient/effective • Minority Report – futuristic look at marketing - Minority Report with Tom Cruise (clip where he is walking and the store signs recognize him and advertise directly to him). Interactive Ads Play Big Role in "Minority Report" http://www.clickz.com/showPage.html?page=1369861 • Its about increasing effectiveness to increase sales – don’t waste energies or budget marketing outside your target markets (e.g. why don’t Canadians get to see many of the American ads during the Superbowl?) vs SPAM – the lack of personalization is one major drawback of spam techniques Homework – due next class Browse 3 of your favourite commercial websites (only 1 can be a social networking site), making note of the following for each site: 1. Approximately how many advertisements or corporate messages did you encounter while using the site (during approximately 10 minutes of use) 2. What are they promoting? Why? 3. Make sure one of your sites has some kind of survey or contest opportunity. Fill out the survey or enter the contest (enter fake information or only partially complete the forms if you like). What kind of information did they want and why do you think they wanted it? 4. If you use a social networking site, what kinds of info did you submit to the site? Why did you submit the information? Marketing BMI3C Prepared by Wes Guldemond Unit: Information Technology Lesson 2: How is IT used in Marketing? Overall Expectations (Trends in Marketing stream) By the end of this course, students will: – explain the effects of new information technologies on marketing strategies and consumer trends; Specific Expectations Information Technology in Marketing By the end of this course, students will: – explain how emerging information technologies (e.g., wireless communication, digital technology) have affected the dynamic nature of marketing and stimulated the rate of change in marketing strategies; Content How is IT used in Marketing? – Investigate how advances in IT have influenced consumer profiling, market research, and marketing campaigns Teaching Strategies • Socratic method of question and answer • Class Discussion • Group Work • Personal connection questions • Media examples – clips, articles, websites Learning Activities • group work • Culminating Activity planning • Review Media examples – clips, articles, websites Accommodations • Large font PowerPoint for visual difficulties • Printed note outline for students who have difficulty with note taking Resources World of Marketing, Notman & Wilson. Teaching Materials • • • LCD Projector* Laptop with Powerpoint (and internet access if possible)* Flip chart & markers for group work *Due to the subject matter for this unit, it would be preferable to use a LCD projector and a laptop in order to demonstrate what you are teaching, otherwise additional computer lab time may be beneficial Lesson 2 Teacher Notes – How is IT used in Marketing? How IT relates to Marketing - What we do differently in Marketing due to technology? o Marketing Research p123 “Systematic collection, analysis, and interpretation of information used to develop a marketing strategy or to solve a marketing problem” ~WIKI Types: secondary (others research) and primary (qualitative – people’s responses, and quantitative – survey to make predictions). Internal info sources, test marketing, surveys, focus groups • Primary WofM Figure 4.15 – online bookstore data mining • What is Data Mining? o Sophisticated Consumer Profiling (WofM p50) Technologies • Point-Of-Sale systems o Salsa & Nachos, but Diapers and Chips? o Why does Future Shop ask for your postal code? Collecting information via the internet: • Traffic monitoring o E.g. where are people coming to the website from? Where do people exit from the online check-out process most often & why? • Online Surveys • Cookies to monitor website usage • Registered users o Record activities, cater marketing efforts CBC Hockey video ‘Mashup’ contest Apple Music Store - When you enter the online store through your iTunes music player, the online store content is customized to you o How do they get you to provide all this info? o Unknowingly – cookies, credit card spending profiles o Voluntarily – Future Shop postal code question o Required (have to fill this out to get the information you are looking for) o Incentive – win a prize, get a discount etc. Massive increase in online Marketing • E- commerce stores • Pay-per-click, searches, banners etc. • Cross promotion from other media o View the Superbowl ads at http://www.myspace.com/superbowlads o TSN vote for the play of the game What does Information Technology mean for the marketing mix? • Product • Price • Place • Promotion [have groups work on one of the 4 P’s, then share with the class] Promotion: Highly personalized marketing campaigns Expands markets because you can target more specific and widely spaced groups more efficiently (e.g. GAP wouldn’t send me advertisements about GAP Kids specials) On-demand TV Customized web content (Chapters – “other customers who bought…”) User specific web content Personalized Emails and direct mail Marketing BMI3C Prepared by Wes Guldemond Unit: Information Technology Lesson 3: Communications Technology in the workplace Overall Expectations (Trends in Marketing stream) By the end of this course, students will: – explain the effects of new information technologies on marketing strategies and consumer trends; Specific Expectations Information Technology in Marketing By the end of this course, students will: – describe the effects that new communication technologies have on marketing in a business environment (e.g., with respect to business etiquette, use of language, literacy standards in business); Content Communications Technology in the workplace – What are the positive and negative results of new communications technologies in the workplace? – What skills are important for success in the working world? Teaching Strategies • Experiential learning – Planning group project work • Socratic method of question and answer • Class Discussion • Group Work • Think Pair Share to assist conceptual understanding • Personal connection questions • Media examples – clips, articles, websites Learning Activities • Case Study – group work • WAYTA – internet short forms exercise • Culminating Activity • Media examples – clips, articles, websites Accommodations • Large font PowerPoint for visual difficulties • Printed note outline for students who have difficulty with note taking Assessment and Evaluation Quiz Resources World of Marketing, Notman & Wilson. Additional Resources Time permitting, the following documentary would be an ideal addition to this unit (in conjunction with lesson 3 or 4 ideally) “Growing Up Online” – PBS documentary for class viewing and discussion: http://www.pbs.org/wgbh/pages/frontline/kidsonline/ Teaching Materials • • • LCD Projector* Laptop with Powerpoint (and internet access if possible)* Flip chart & markers for group work *Due to the subject matter for this unit, it would be preferable to use a LCD projector and a laptop in order to demonstrate what you are teaching, otherwise additional computer lab time may be beneficial Lesson 3 Teacher Notes – Communication Technology in the workplace [Quiz on terms] Introductory Exercise – WAYTA (what are you talking about?) Fill in the blanks - Online Abbrevs.(handout or just on powerpoint) New Communications Technology and the Workplace How have new communication technologies affected the modern workplace? – How we work – Productivity • able to process large amounts of information • working at home • get less work done due to distraction & multi-tasking (cite results of class survey) – Health issues • Ergonomics • Stress of everything being expected immediately [CASE STUDY – “Turn off e-mail and do some work”] - - Ethics • illegal to distribute copyright materials, but it is so easy so our view of what is ethical has changed rapidly [cite survey results] Language • MSN/Facebook language • Spellchecker [have our communication abilities improved due to technology?] Why important to use professional language in business communications such as emails? "There are four ways, and only four ways, in which we have contact with the world. We are evaluated and classified by these four contacts: what we do, how we look, what we say, and how we say it." - Dale Carnegie (1888-1955) American Writer & Educator [Agree? Disagree?] - Professionalism • social practices i. Trendspotting with Demetri Martin http://ca.youtube.com/watch?v=VpcvR1tIBfQ ii. It's hard to make close friends on Facebook, study says http://www.cbc.ca/technology/story/2007/09/10/sciencewebsites.html Additional Content: If needed, this lesson can be extended with the following discussion questions for written reflections or for a brief class debate - Has our electronic connectedness (cell phones, Facebook, iPods) helped or hindered human relationships? Explain your reasons - Is it okay to answer your phone while talking with someone else? Why? Time permitting, the following documentary would be an ideal addition to this unit (in conjunction with this lesson or lesson 4) “Growing Up Online” – PBS documentary for class viewing and discussion: http://www.pbs.org/wgbh/pages/frontline/kidsonline/ Culminating Activity Introduction [Introduce the Culminating Activity and give the rest of the period to begin their work – see section 5 for full Culminating Activity description and instructions] IT Based Market Research Project Research Steps: 1. Define the problem 2. Develop the research plan 3. Collect Relevant Information 4. Develop Findings 5. Present Recommendations WAYTA? - ______________________ name: Fill in the blanks: Answer Key (don’t photocopy): brb be right back bbl be back later ttyl talk to you later ttfn ta ta for now lol laugh out loud rofl rolling on the floor laughing jk just kidding idk i don't know g2g go to go l8ter later bff best friends forever bffae best friends forever and ever bffl best friends for life ty thank you thx thanks sup what's up asap as soon as possible gr8 great bc because gf girlfriend bf boyfriend cu see you fyi for your information 411 information inbd it's not big deal chillaxin a mix of chilling and relaxing lylas love you like a sister ne1 anyone ppl people xoxo hugs and kisses QUIZ # Unit: Information Technology What do the following acronyms stand for? 1. B2B 2. B2C 3. JIT What do the following terms mean? 4. Pay-per-click 5. Databases 6. Datamining 7. Secondary data source NAME: ___________________ Marketing BMI3C Prepared by Wes Guldemond Unit: Information Technology Lesson 4: Fashion, fads, and trends in the Electronic Age Overall Expectations (Trends in Marketing stream) By the end of this course, students will: – explain the effects of new information technologies on marketing strategies and consumer trends; Specific Expectations Information Technology in Marketing By the end of this course, students will: – describe how fashion, fads, and trends (e.g., buying behaviour, conspicuous consumption) are influenced by the immediacy characteristic of the electronic age Content Fashion, fads, and trends in the Electronic Age – How do changes in IT affect the ways that marketers influence or respond to trends? Teaching Strategies • Socratic method of question and answer • Class Discussion • Group Work • Think Pair Share to assist conceptual understanding • Personal connection questions • Media examples – clips, articles, websites Learning Activities • Media examples – video clips, articles, websites • Class discussion Accommodations • Large font PowerPoint for visual difficulties • Printed note outline for students who have difficulty with note taking Resources • World of Marketing, Notman & Wilson. Additional Resources Time permitting, the following documentary would be an ideal addition to this unit (in conjunction with lesson 3 or 4 ideally) “Growing Up Online” – PBS documentary for class viewing and discussion: http://www.pbs.org/wgbh/pages/frontline/kidsonline/ Teaching Materials • • • LCD Projector* Laptop with Powerpoint (and internet access if possible)* Flip chart & markers for group work Lesson 4 Teacher Notes - Fashion, Fads, and Trends in the Electronic Age – Check project progress How do marketers capitalize on trends? Information Technology is developing at an unprecedented rate, resulting in big changes in how people live, socially and economically. As a result, marketers are continually responding to and influencing trends. Q: From your perspective, what are some of the major trends in information Technology for the past 10 years? Wireless Communications – WiFi laptop – Mobile phone market expansion – Teen markets, text messages expansion – The numbers: see Figure 4.1-2 “Growth in Wireless Revenues” from Industry Canada, Telecommunications Service in Canada: An Industry Overview, http://www.ic.gc.ca/epic/site/smt-gst.nsf/en/sf05637e.html Internet The numbers: The rapid growth of the Internet and its expanding applications have transformed it from a specialty service with a limited market to a mass-market service targeting a wide audience. The use of Internet has grown considerably in recent years. In 1999, 29 percent of households (3.3 million connected households) had either dial-up or highspeed Internet access at home. As of December 2003, there were approximately 8.0 million subscribers of dial-up, DSL or cable Internet access in Canada, of which over 65 percent had a high-speed connection. Industry Canada, Telecommunications Service in Canada: An Industry Overview http://www.ic.gc.ca/epic/site/smt-gst.nsf/en/sf05637e.html The internet has become a major venue for: – – Advertising & Marketing – Facebook: $10 Billion Social Network? (http://www.businessweek.com/technology/content/sep2007/tc20070924_995913.ht m?chan=search) – Q: Why is Facebook worth so much? Selling products & services – B2B – B2C The numbers: Online sales recorded their fifth consecutive year of double-digit growth in 2006, as e-commerce gained momentum among Canadian retailers. Private and public sector online sales combined surged 40% to $49.9 billion. Online sales by private firms increased 42% to $46.5 billion, while those by the public sector rose 17% to $3.4 billion. Retail trade was one of the fastest growing sectors. Retail firms sold goods and services online worth $4.7 billion last year. This was nearly double the revised figure in 2005, and it accounted for 10% of all private sector online sales. http://www.statcan.ca/Daily/English/070420/d070420b.htm – Information sharing and social expression – – user generated content o product reviews, blogs, open source content (Wikipedia) Social Networking The numbers: • Feb 07 - According to Hitwise, the US market share of Internet traffic to the top 20 social networking sites grew by 11.5 percent from January to February 2007, to account for 6.5 percent of all Internet traffic in February 2007. Perhaps unsurprisingly, MySpace is still the heavyweight in a market made up of featherweights, with an 80% share. Facebook is 10% of the market. (http://blogs.zdnet.com/social/?p=114) • eMarketer…projects that $1.2 billion will be spent advertising on social networks this year, with 70% of it going to the top two: MySpace and Facebook. By 2011, eMarketer projects total ad spend in the space growing to more than $4 billion. (http://mashable.com/2007/12/14/social-networking-ad-spending/) Why do trends develop as they do? As Information Technologies advance, new marketing techniques are possible. examples: Internet security and Database integration with websites was necessary for ecommerce, higher bandwidths (cellular image sharing, movie downloads) • Trend – Social Networking – Facebook • Trend – Video sites - Youtube • Trend - Social networking + video sites, leads to an increase in viral marketing What is viral marketing again? A marketing message is spread through existing social networks using word of mouth, games, video clips, text messages, etc. For a detailed explanation - http://en.wikipedia.org/wiki/Viral_marketing • Marketing has to keep adjusting to new trends, taking advantage of opportunities that new social trends and technologies allow – Text marketing (text your vote to… then they have your number) – YouTube • BMW viral ads with Clive Owen – “Star” http://ca.youtube.com/watch?v=q1dYv_gKTA8 – Music – new marketing approach • Buy music in the stores, watch videos on cable TV, then… • Internet Downloads • Band “OK Go” • Released video “A Million Ways” without permission of their record company - within one year it was the most downloaded music video ever (9 million times)…cost $10 • http://ca.youtube.com/watch?v=bav63MWNUKg • 2nd video, “Here it goes again” was watched 27 million times in the first year - http://ca.youtube.com/watch?v=pv5zWaTEVkI • So record companies have to adjust • Apple Music Store • Videos online o Feist - "I Feel It All" OFFICIAL Music Video http://youtube.com/watch?v=IcgfdtkcIW0 • How has Facebook been used to market music? Marketing BMI3C Prepared by Wes Guldemond Unit: Information Technology Culminating Activity: IT Based Market Research Project Content In this market research project, students will survey the preferences or habits of their peers. Research implementation and presentation must be completed using IT applications (e.g. web survey, PowerPoint presentation) Outcomes Primarily students will gain firsthand experience with IT based marketing research. This comprehensive exercise will further their understanding of marketing research, consumer profiling, and web communications, and will be a valuable experience in group collaboration. Teaching Strategies • Constructivist/Experiential learning • Group Work Learning Activities • Group project collaboration • Computer Lab work (internet based activities) Assessment and Evaluation • See rubric Resources • Fundamentals of Marketing, 9th. Sommers, Barnes. Teaching Materials • Computer lab Teacher Notes Students should begin working on this project in lesson 3. completed in the 5th (& likely 6th) lesson period depending on the level of connection to other marketing themes that is expected. There will need to be lag time between the lab periods and the analyzing and presentation periods as the students will need time to prepare their report and presentation. Alternative approach – reduce focus on e-marketing by having students do a manual survey (i.e. clipboards) and only use IT applications to analyze and present their findings (e.g. Excel, PowerPoint). IT Based Market Research Project You are members of a marketing firm that is trying to figure how to better serve the needs of the students at your school. Your firm prides itself on being a leader in the use of information technology for market research. Instructions In your group, pick a characteristic of the student population that you would like to research, then complete steps 1 to 5 below. Sample ideas: • Clothing preferences • Cafeteria use • Cell phone use • Music preferences • • • • School sports event attendance Lunch food preferences Reading habits Other Planning 1. Define the problem • Why did you choose the particular market that you did? • What is the problem that you want to research? What do you want to find out? 2. Develop the research plan • Create your survey • Decide on the method and content for getting people to provide you with information (i.e. who will you contact, how will you contact them, and what will you communicate to them to encourage them to participate) To be handed in: description of your plan and goals, and the questions for your survey, 2 pages (steps 1 & 2) Implementation of your research plan 3. Collect Relevant Information • Create your online survey at www.surveymonkey.com • Using email and/or social networking websites, send out your requests for survey participants Analyze Results 4. Develop Findings • Analyze the results to determine how successful your survey was (what was the rate of response, how useful and accurate is the information you received) • Using the results of your survey, develop recommendations for how to market to your target group To be handed in: 2 page summary of results (e.g. statistics, rate of response, etc.) and your recommendations Presentation of Results 5. Present Recommendations • Using Powerpoint (charts or graphs from Excel or SurveyMonkey are highly recommended) present your results to the class: • Statistical findings • Marketing Recommendations • Research adjustments – how would you approach the project differently if you were to repeat it • Presentation maximum length - 5 minutes IT Based Market Research Project - Evaluation Group Name: Group Members: Criteria Level 4 Professional (4 mks) Level 3 Proficient (3 mks) Level 2 Approaching Standard (2 mks) Level 1 Needs Improvement (1 mk) Planning • Problem definition • Research plan (Thinking) Problem and goals are clearly defined. Research method plan is specific and well thought out Problem and goals are defined. Research plan is clear and shows adequate consideration. Problem and goals has missing information. Research plan needs more detail and consideration. More information is needed before the research plan can be carried out. Implementation • Execution of research plan (Application) IT & internet applications are used professionally and creatively to acquire the desired information. Large number of survey participants and high quality of information. IT & internet applications are used effectively to acquire the desired information. Good number of survey participants and information is reliable. Use of IT & internet applications needs adjustment to increase effectiveness of survey. Quality of information and number of respondents is lacking. IT & internet applications was not successfully employed. Information is inaccurate or unreliable, more participants are needed. Analysis • Develop findings • Recommendations (Application) Results of research are clearly understood and explained. Recommendations are insightful and useful. Results of research are understood and explained. Recommendations show good consideration. Results of research need to be analyzed further. Recommendations need more connection to the results. Results are not properly understood or reported. Reommendations are not sensible or need additional work. Reporting • Written summary • Oral Report (Communication) Findings and recommendations are clearly communicated. IT applications are used in a very professional manner. Findings and recommendations are stated. IT applications are used effectively. Findings and recommendations are not clearly communicated. Use of IT applications needs improvement. Findings and recommendations are not communicated. IT applications are not properly employed. Comments: Mark: ____________