Transcript E-Commerce Systems

E-Commerce Systems
Mark Micallef
[email protected]
Objectives of Module
Definition
Types
Of
Systems
Launching
An
E-Business
E-Commerce
Systems
People
Involved
Differences
Quality
Attributes
Introduction to
E-Commerce Systems
Introduction
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“We live in an era of e-everything” – David Chaffey
Everywhere we look, we are likely to see an esomething:
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E-Commerce
E-Banking
E-Dating
E-Government
E-Learning
E-Logistics
…
What are E-Commerce Systems?
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Viewing a product list online?
Ordering products online and paying by cheque or in
person?
Ordering and paying online plus having the product
delivered?
Getting information (e.g. share prices) from a
website for free?
Using your mobile to get online news or even
topping up your prepaid balance?
!!All of the above are examples of e-commerce systems!!
Definition of E-Commerce
Systems
“the exchange of information across
electronic networks, at any stage in the
supply chain, whether within an
organisation, between businesses, between
businesses and consumers, or between the
public and private sectors, whether paid or
unpaid”
-The Prime Minister’s Strategy Office
www.number-10.gov.uk/su/ecomm/ec_body.pdf
Benefits of E-Commerce
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Businesses
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24-hour operation
High cost-savings
No geographical
boundaries
Potential access to millions
of customers
Consumers
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Conveniance
Easy to compare products
and prices
Easy to find reviews
Much more choice
…
What is being bought online?
80%
80%
70%
60%
50%
40%
30%
32%
30%29%
26%25%
24%
20%
10%
13%13%
11%
0%
Products
9% 8% 8%
5% 4%
1%
Books
Software
Hardware
Music
Holidays
Videos/DVDs
Electronics
Cinema/Theatre
IP Telephony
Clothes
Business Supplies
Business Travel
Toys/Games
Shares/Stocks
Food
Jewelry
Players in E-Commerce
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Business
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Consumers
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Typically provide products and/or services online
Products available to consumers or even other businesses
Interested in information/products/services and are willing
to obtain them online
Government
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E-Government Services
Facilitates access to government services for both
consumers and businesses
Main Types of E-Commerce
Systems
E-Commerce Systems
Business-to-Business
Sell-Side
Buy Side
Marketplace
Business-to-Consumer
Collaborative
Consumer-to-Consumer
Business to Business (B2B)
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Interdependent Businesses conduct business
amongst themselves online
Usually does not take the form of the
traditional website e-Commerce system
Usually fully (or almost fully) automated (e.g.
automatic online ordering when stock levels
are low)
Types of B2B Systems
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There are 4 main types of B2B Systems
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Sell-Side
Buy-Side
Electronic Marketplace (or Exchange)
Collaborative
Sell-Side B2B Systems
Buyers
Company A
Seller
Company B
Company C
•One-to-Many Relationship
Buy-Side B2B Systems
Sellers
Company A
Buyer
Company B
Company C
•One-to-Many Relationship
Electronic Marketplace (or
Exchange)
Sellers
Services
Company A
Company B
Buyers
Company X
An Exchange
Company C
Company Y
Company Z
•Many-to-Many Relationship
•Exchange is usually owned and operated by a 3rd party
•Businesses meet to exchange goods/services
Collaborative B2B Systems
Others
Government
Industrial
Associations
Buyers
Hub
Manager
Universities
Sellers
Community
•Many-to-Many Relationship
•Only business partners participate
•Facilitates communication, sharing of designs, planning information, etc
Business to Consumer (B2C)
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Businesses sell products/services to
consumers
Usually take on the form a website through
which consumers can browse through
products/services, order and pay online
Typical Examples:
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Amazon.com
Extending your internet subscription online
Consumer to Consumer (C2C)
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Consumers buying/selling products and
services amongst themselves
Typical Examples:
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E-Bay
di-ve.com Classifieds
Differences between ECommerce Systems and
Other Systems
Introduction
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A number of differences exist between ecommerce systems and other types of
systems
The most important ones are:
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They are content-driven
They are exposed to the world
They are Browser Based
Enormous User Base
They are likely to change quite often
Content Driven (1/2)
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Most e-commerce sites are connected to a
database
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View product lists
Compare prices
View orders
…
What information should my site display?
Is it organised in the best possible way?
Is it easy for a use to find what she wants
Content Driven (2/2)
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72% of users know beforehand what they are
looking for
This indicates we should provide an easy
means by which users can search for the
product they need
Usability and Navigability of websites are
very important issues.
A customer who has a bad first impression of
a site is not likely to return
Importance of Navigability
Why people abandon transactions online….
45%
Also more likely to
simply find another site
43%
40%
36%
35%
30%
Decided agains buying
product
Website Error
25%
Process too long
20%
Site too slow
35%
33%
14%
15%
10%
4%
5%
0%
Reasons
Delivery/Payment/Pricing
Problems
Browser Compatibility
Problems
Exposed to the world
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The internet is an open network of networks
E-Commerce sites require the transfer of
private information
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Customer details
Credit card numbers
E-Commerce systems need to be secure
In security circles, it is always assumed that
whatever you send online can be seen by
everyone else on the internet
Enormous Userbase (1/3)
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Ideally, an e-commerce website will attract
vasts amounts of visitors
This is a mixed blessing
Ideal scenario
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Thousands of people visit my e-commerce site
daily
They all see products they like and buy them
I become very very rich
Enormous Userbase (2/3)
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Some bad scenarios:
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Thousands of people visit my website
The website cannot cope with the load and starts crashing
every few minutes
I get it fixed
People come back
They order items but my business models have not been
adapted to e-commerce
 How do I deliver products?
 How do I deal with potentially many customer problems and
enquiries?
Enormous Userbase (3/3)
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37% of users first judge a site by its
reputation
Only 18% of customers will remain loyal to a
site if if becomes unstable or slow due to
popularity
Browser-Based (1/2)
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Most e-commerce systems are accessed through
browsers
This is good because:
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They are accessible from everywhere
Browsers are widely available for free
Browser-based applications do present some
disadvantages
A web application does not have access to eventdriven programming like applications writing in C++
or Java for example
Browser-Based (2/2)
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Scripting and Enhancing Technologies
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Javascript
CSS
DHTML
No standards
Browsers interpret these technologies differently
Websites may work fine on one browser but not on
another
Also the problem of different devices and OSs
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Windows/LINUX
Desktop PC, Laptop, PDA, Mobile phone
Likely to Change Quite Often
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E-Businesses are dynamic by nature
They need to keep one step ahead of the
competition
Constant change to e-commerce sites is inevitable
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Changing of prices (simple change)
Introducing new offers/schemes (not so simple)
Introducing new features to the site (complex)
Is my site built well enough to absorb these
changes?
Systems should mature rather than grow old and
frail
Important E-Commerce Quality Attributes
Based on studies and the unique
characteristics of e-commerce, one can say
that the following quality attributes are
important:
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1.
2.
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4.
5.
Security
Usability and Navigability
Performance and Scalability
Reliability
Portability
Security in E-Commerce
The Importance of Security
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Security is a very important consideration in
e-commerce
A major security incident would scare away
many existing and potential customers
Analogy: Imagine setting up a shop in a
high-street and going home at night leaving it
open with a sign saying “Owner not in”
Common Reasons for not using e-commerce
40%
36%
35%
30%
30%
25%
20%
14%
15%
10%
8%
7%
5%
5%
0%
Touch
Security
Delivery
Browse
Trust
Other
How secure do online stores need
to be before people use them?
45%
44%
42%
40%
35%
30%
25%
20%
13%
15%
10%
5%
1%
0%
Watertight
Security
Minor Risks
Considerable
Risks
Security Not
Important
Possible security breaches (1/2)
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Fraud resuting in direct financial loss
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Transfer of funds
Destruction of financial records
Theft of information
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Confidential
Proprietry
Technological
Risk of intruder passing this information on to a
competing company or people with malicious
intend
Possible security breaches (2/2)
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Disruption of service
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E.g. Denial of Service Attacks
Inconveniences to customers
Loss of business
Loss of customer confidence
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Intrusions into customer files
Dishonesty
Human Mistakes
Network Failures
Security in brick-and-mortar stores
In tradional businesses:
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Merchants expect to be paid with real money
When they accept credit, they require signatures
At the end of the day:
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Alarm is set
Security Guards employed
Police available in case of a break in
Can we replicate this online?
Paper-based Commerce vs E-Commerce
Paper-Based Commerce
Electronic Commerce
Signed paper documents
Digital signatures
Person to person
Electronic via website
Physical payment system
Electronic payment system
Merchant & Customer face-to-face
No face-to-face contact
Easy detectability of modifications
Detectability is difficulty
Easy negotiability of documents
Negotiablity via special protocols
Clear legal rules and protection
Confusing legal issues
Experiment
Ask yourself:
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Would I attempt to steal something from a shop in Valletta?
Then ask yourself:
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Would I try to hack into a website or online store to gain access
to unauthorised information?
Most people say no to the first question but yes to the second.
Why?
Identifying Security Principals
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Principals in online security are:
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People
Processes
Machines
Keys, passwords, etc
Principals participate in transactions
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Send, receive, access, update, delete, etc
Security Concerns
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Confidentiality / Secrecy
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Authentication
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Make sure the messages are not modified during transmission
Nonrepudiation
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Making sure that message senders are who they say they are
Integrity
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Ensuring that data remains private
Ensuring that principals cannot deny that they sent a message
Access Control
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Restricting the use of a resource to authorised principals only
Confidentiality / Secrecy (1/3)
sa@@!%&&dds#FFDE33@”:{}{PIHJGFs
aaTTyUIjhg^&bvv$%vDDDg*$$$csdad
Peter
Intercepts
But cannot
Understand
messages
James
????
Always assume that anyone can view
your electronic communications at will.
Evil Hacker
Confidentiality / Secrecy (2/3)
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Data needs to be encrypted in order for
secrecy to prevail
There are various encryption techniques and
algorithms
Security algorithms should be updated over
time.
One early popular algorithm was DES.
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It is now crackable in 3 hours.
Latest popular encryption algorithm is AES
Confidentiality / Secrecy (3/3)
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SSL (Secure Sockets Layer) is the prevailing
encryption mechanism for e-commerce today.
Uses Public/Private Key Encryption Methods
All major browsers support SSL
SSL supports certificates and thus handles other
aspects of security besides encryption
It is beyond the scope of this course to enter into
exactly how SSL works as this would require a
whole course to trash out
Authentication (1/2)
Hello James, this is Peter I have information 4u
Intercepts
James
Peter
Hello Peter, I am James.
Give me the information.
Evil Hacker
Authentication (2/2)
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Passwords are a weak form of authentication
Current mainstream technique for ensuring
authentication is the use of certificates
Individuals (and organisations) can obtain
certificates from a certificate authority and use the
certificate to encrypt their messages
Recipients can verify the sender’s certificate with a
certification authority so as to ascertain the identity
of the person
Integrity (1/2)
Hello James. Please give me your account num
Ok. My account number is 332121221
Intercepts
and
Modifies
Message
Peter
Ok. My account
number is 55421221
Evil Hacker
James
Integrity (2/2)
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Certificates and Public Key Infrastructure also
cater for integrity
Recipients can detect if the original message
has been changed and request the sender to
resend the message
What needs to be secured? (1/2)
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Clients – They are vulnerable to
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Viruses
Hackers
Servers
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Exposed to anothorised access
Intrusions could lead to a reducion in speed or worse
Server resourses may be used for purposes other than
those originally intended
What needs to be secured? (2/2)
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Networks
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The entry point to computer systems
Can become the root cause for infringment if not
secured
A weak network can allow data to be easily
tampered with
Common cases occuring due to a loophole in
network security:
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Fradulent Identities
Eavesdropping
Common Threats on the Web (1/6)
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Accidental Threats
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Arise from human error
Generally due to lack of awareness and training
Poor password choices
Accidental business transactions
Accidental disclosure of information
Use of incorrect software
Physical accidents
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E.g. spilling of coffee, unplugging servers, etc
Common Threats on the Web (2/6)
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Malicious Threats
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Specially intended to cause harm to people,
systems and networks
Malicious Software
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Viruses
Trojans
Worms
Social Engineering Threats
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E.g. pretending to be an employee of a company and
asking for private information
Common Threats on the Web (3/6)
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Authorisation Threats
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Hacker attempts to bypass security by posing as
an authorised user
Needs to gain knowledge about a valid username
and password combination
Various techniques exist:
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Dictionary Attacks
Brute-Force Attacks
Short Attacks
…
Common Threats on the Web (4/6)
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Application Threats
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Exploit vulnerabilities in applications deployed as part of a
web system
Applications can include
 Web Servers
 FTP Servers
 DNS Servers
 The operating system
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Always keep software updated with the latest version and
fixes
Common Threats on the Web (5/6)
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Privacy Threats
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Two forms:
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Network Eavesdropping
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Monitor data being transmitted over networks
Extract Information
Radio Signal Evesdropping
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Listen to radio signals from computer hardware (e.g.
computer monitors) and try to extract useful information
from it
Rarely used – Requires expensive equipment
Common Threats on the Web (6/6)
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Access Control Threats
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Intruder gains access to a system for which (s)he
is not authorised to use
However, (s)he does not do it by posing as an
authorised user
E.g. Gain access to an unsecured modem
E.g. Exploit some sort of network flaw
Network Attacks (1/3)
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Denial of Service (DoS) Attacks
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Attempt to make a website or service unusable
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E.g. Uploading vast amounts of data to an FTP server so
as to take bandwidth away from other users
SYN Flood Attacks
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Exploits the TCP 3-way handshake
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Attacker sends many SYN packets but never completes
the handshake
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Victim uses up a lot of resources and potentially crashes
Network Attacks (2/3)
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SMURF Attacks
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Many ICMP ping requests sent to different with a spoofed source address of
the victim
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Victim receives a large number of ICMP replies which it did not send
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A similar attackcalled Fraggle works in the same way but uses the UDP
protocol
Victim
Spoofed Ping Requests
Replies to Victim
Hacker’s PC
Network Attacks (3/3)
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Ping of Death
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Hackers send thousands of ping requests per second to a victim
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They send data which is beyond the 64k ICMP limit
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Can cause a total system crash
Other Attacks
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DNS Attacks
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Spoofing
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Host Overflow
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Length Overflow
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Zone Transfer
Distributed Denial-of-Service (DDoS)
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Same as DoS but involves hundreds (or thousands) of simultaneous attacks
Security Counter-measures (1/5)
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Physical Security
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Make sure hardware is physcialy secure
Security Guards
Alarms
Security Procedures
Safety Procedures
Security Counter-measures (2/5)
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Secure Authentication and Messaging
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Use of public key cryptography
Ensure that
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Messages received from a user are actually from that
user
Messages received from a user have not been
tampered with
Security Counter-measures (3/5)
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Firewall Solutions
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A firewall sits on the perimiter of your network
Control network traffic flow
System Administrator may close
 Ports / protocols
 Traffic from/to certain systems
 …
Useful against
 Various network attacks
 Spyware
 Unauthorised usage
Not the silver bullet of security
Security Counter-measures (4/5)
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Bandwidth Managers
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Limit the use of bandwidth by different
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Protocols
Applications
Particular Sources and Destinations
Useful against DoS attacks
Example:
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Give high bandwidth to secure ports
Give low bandwidth to unsecured ports (prevents DoS
attacks)
Security Counter-measures (5/5)
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Disaster Recovery and Backup
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Disaster recovery plan
Everyone should know what to do if the worstcase scenario were to happen
Regular backups are useful and essential
E-Payments
How payments are made online
Origins of Money and Payments
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Money began with the concept of bartering
Economic System got more complicated and tokens
started being used.
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Items carried an intrinsic value
E.g. Precious stones, shells, etc
E.g. Silver dollar was made of $1 worth of silver
After tokens, were detached from inherent value,
notational money was adopted
Credit system developed
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People pay without actually having the money
Credit cards
Real-world Cash
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Medium of exchange to simplify transactions
Has a standard value and helps decide worth of goods
Electronic money must fulfill this criteria as well
Benefits of cash
 Convenience
 Wide acceptance
 Anonymity
 No hidden or other cost of use
 No audit trail
Disadvantage of cash is in the cost of holding it
 Loss of potential interest in bank
 Cost of security
 Cost of transport
Electronic Money (E-Money)
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E-Money is an electronic medium for making
payments
Includes
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Credit cards
Smart cards
Debit cards
Electronic funds transfer
Automated Clearinghouse (ACH) systems
It is notational and can be
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Online or Off-line
Identified of Anonymous
Types of E-Money (1/2)
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Identified and Online (+I+L)
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Unique to credit card and debit cards transactions
Customer is easily identifiable
Card is validated against a bank’s computer before
payment is made
Identified and Offline (+I-L)
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Purchasing by cheque, travelers cheques, money orders,
etc
Merchant asks for ID to make sure the identity of the
purchaser is known
No verification is made
Types of E-Money (2/2)
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Anonymous and Online (-I+L)
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Cash transactions where the purchaser is anonymous
Depositing money in an online account
Purchase made on the spot for cash
Anonymous and Offline (-I-L)
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Unique to electronic cash
E.g. Transfering funds from a credit card to another
account using an ATM which does not have a direct
connection to the VISA/MasterCard network
Analysing Cash, Cheques and Credit Cards
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Regardless of the form of money, two distinct sets of
properties should be considered in a money transfer
These are
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The ACID Test
 Atomicity
 Consistency
 Isolation
 Durability
The ICES Test
 Interoperability
 Conservation
 Economy
 Scalability
The ACID Test (1/2)
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Atomicity
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Transaction must occur completely or not at all
E.g. A transfer €100 must result in the amount being
credited from one account and debited to another. If one
action fails, the whole transaction should be aborted.
Consistency
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All parties involved must agree to the exchange
E.g. Before a Joe buys a product from Mel, Joe must agree
to buy it for €x and Mel must agree to sell it for €x
The ACID Test (2/2)
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Isolation
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Each transaction is independent of any other
transaction
Treated as a stand-alone episode
Durability
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Always possible to recover to a consistent state or
reverse the state of an exchange
E.g. Customer is not happy with the product so
you refund him
The ICES Test (1/2)
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Addresses four important properties of
Money Transfer
Interoperability
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Ability to move back and forth between different
systems
Conservation
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How well money holds its value over time
(temporal consistency)
How easy it is to store and access (temporal
durability)
The ICES Test (2/2)
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Economy
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Processing a transaction should be inexpensive
and affordable
Relative to size of transaction
E.g. Paying a €1 charge to process a €10,000
transaction is acceptable. However, it is not
acceptable if you are processing a €5 transaction
Scalability
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Ability of the system to handle multiple users at
the same time
Comparing different systems
Atomicity
Consistency
Isolation
Durability
Interoperability
Conservation
Economy
Scalability
Cash
Y
Y
Y
Y
Y
N
Y
Y
Cheque
Y
Y
N
Y
N
Y
N
Y
Credit
Card
Y
Y
N
Y
N
-
N
Y
Internet-Based Payments
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Electronic payments are financial
transactions made without the use of paper
documents such as cheques.
E.g. Having your stipends credited to your
account, paying for a product with your
smartcard
Internet-based payment systems are a form
of electronic payment
Important Properties for E-Payments
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Besides, the ACID and ICES tests, other
properties are important for e-payment
systems
Acceptability
Ease of Integration
Customer base
Ease of use and ease of access
Internet-Based Payment Systems Models

There are four main models for processing
payments on the internet:




Electronic Currency
Credit Cards
Debit Cards
Smart Cards
Electronic Currency


The network equivalent of cash
E.g. Electronic funds transfer (EFT) moves
cash from one account (e.g. employer’s
account) to another (e.g. employees bank
account). This happens regardless of the
bank type, location, etc.
Credit Cards (1/2)






Credit cards are the most popular form of payment online
Bank issues credit card to people
 Can be topped up
 Has an associated credit limit
To sell things on the web, merchants must accept credit cards
Merchants need to open a merchant account
 Allows them to process credit card transactions
Merchant pays charges depending on the amount of money
processed in a time period.
If users are unhappy with product/service received, they can
generate a charge-back
Credit Cards (2/2)





Credit cards leave a complete audit trail
Can be a very insecure way of payment if the
right security precautions are not taken
No signatures required
No face-to-face clues to interpret
Third-party credit card processing services
are available

Very useful when merchants fail to obtain a
merchant account
Credit Cart Laundering





Merchants sometimes let other merchants use their merchant
account
They do this for a commission
This is a violation of the merchant agreement with banks
The risk is enormous, even if your commission rates are very good
Why couldn’t your ‘client’ merchant get his own merchant account?



Bad credit history
Bad management practices
Typical scenario: Merchant processes payments, closes down
account and does not sent his clients any products. All clients
generate charge-backs to YOUR merchant account.
Debit Cards



Similar to credit cards but the card holder is
not borrowing money to purchase a product
Processed through the issuing bank’s card
network (as opposed to the global VISA or
Mastercard Network)
Safer for client if (s)he controls the amount of
money in the account linked to the debit card.

In case of theft, a thief cannot run up debts for the
card owner.
Smart Card (1/2)



Card with a built-in chip capable of storing
information in its memory
Contains programmable chip, RAM and ROM
storage
Handles a variety of applications





Encrypts digital cash on chip
Can be refilled by connecting to a bank
Digital Key to an office
Prescription authorisation
Voting purposes
Smart Card (2/2)

In e-commerce can be used for:

Digital Cash

Authenticating access to secured encrypted transactions

Digital signatures

Key storage

Authenticating user by use of special devices

Safer when compared to the credit-card number system

Devices not yet popular so smart cards cannot really be as
successful as credit cards for the time being
Electronic Funds Transfer (EFT)
Computer-based system that:
 facilitates the transfer of money or the
processing of financial transactions
 between two financial institutions
 same day or overnight
 one of the earliest forms of electronic
payment systems on private networks
Automated Clearinghouse (ACH)



Routes bank transactions involving more than one
financial institution
Ensures the correct accounts held by the correct
institutions can be debited and credited
Consider an example where you go to your bank
(e.g. BOV) and deposit a cheque of €300 which
originated from another bank (e.g. HSBC) to your
bank account which previously had a €100 balance


Bank teller will give you a receipt saying your new balance
is €400
However, the new balance will not be available until that
cheque clears through an ACH system
ACH Example
3. Cheque goes to ACH for
processing
ACH
Bank A
6. ACH Credits Bank A with €300
5. Bank B Approves
4. ACH Queries Bank B
2
“Not on Us”
Deposit
8. Bank A
Bank B
releases
“Hold”
7. Bank B Debits Account
with €300
Cheque’s Account
Your Account
100
300
On hold until cleared via ACH
1
Cheque deposited
100,000
300
Secure Electronic Transactions (SET)
Protocol (1/2)

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

An emerging standard protocol for handling
transactions on the Internet
Administered jointly by VISA and MasterCard
Covers all aspects of online commerce
Various services


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Cardholder and merchant registration
Purchase request
Payment authorisation
Payment Capture
Autorisation Reversal
Credit Reversal
Secure Electronic Transactions (SET)
Protocol (2/2)


Authenticates parties involved using cryptography
systems and trust hierarchies of digital certificates
Based on 4 important goals

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Confidentiality
Integrity of transmitted data
Authentication of the card holder and merchant
Interoperability across network providers
Very complex and detailed protocol

Not economical for small payments (micro payments)
SET Example
3. Authorisation
5. Payment
SET
Payment
Gateway
Acquiring Bank
Merchant Bank
1. Order
Details
2. Request for
Payment
Network Interchange using
VISA, Mastercard,
American Express, etc
4. Electronic
Receipt
Secure
Cardholder
Certificate
Customer with SET Wallet
Issuing Bank
Examples of payment systems





BankNet
(http://mkn.co.uk/bank)
CheckFree
(www.checkfree.com)
Credit Card Network
(http://creditnet.com)
CyberCents
(www.cybercents.com)
Ecash
(www.ecashtechnologies.co
m)





PayPal (www.paypal.com)
QuickCommerce
(www.qc123.com)
WebMoney
(www.webmoney.ru)
Millicent
(http://research.compaq.co
m/SRC/articles/199705/Milli
cent.html)
Ziplock
(www.portsoft.com.au)
Conclusions


E-Payments are an essential component of ecommerce systems
By now, you should





understand the origins of money and how payment
systems evolved
appreciate different types of e-payment systems
know how to analyse payment systems using tests such as
ACID and ICES
be familiar with different types of internet payment systems
be familiar with various e-payment terms, concepts and
protocols such as SET and ACH
Launching an
Online Business
Question
If you were to set up an online business…
How would you do it?
A typical E-Business Lifecycle
Idea
Feedback
Business
Planning
1
Technology
Infrastructure
2
Maintenance
&
Enhancement
6
Design
3
Fulfillment
5
Marketing
4
Business Planning and Strategising
Factor
Barriers to Entry
Traditional Business
Building, licenses, staff
E-Business
Unique products,,
special skills,
technical expertise
Basis of Competition Improved products, lover
prices
Smarter products
Innovation
Basis of Control
Manufacturer
Customer
Organisation
Hierarchical Depts
Web-based Teams
Marketing
Mass advertising
Mass personalisation
Sales Pricing
Based on cost of raw
materials
Transaction costs,
technical setup costs
Technology Infrastructure

Hardware

Software

ISP

People
People Involved








Business People
Graphics Designers
People with library science background
Database Designers
Programmers
Web Architects
Network Security Experts
Project Managers
Software Development Lifecycles
The Web-E Lifecycle
Design

Overall Design

Navigation

Organisation

Search Facilities

Features to Implement

Do it yourself or outsource?
Organisation Schemes

Problems with Organisation




Exact Organisation Schemes


Ambiguity
Heterogeneity
Different Perspectives
Alphabetical, Chronological, Geographical, etc
Ambiguous

Topic, Tast, Metaphor, etc
Information Ecologies
Navigation

Types of Navigation




Global
Local
Contextual
Supplemental Navigation



Site Maps
Site Index
Site Guides
Searching
The “too simple” model
The “berry picking” model
Marketing




Objectives of Marketing Campaign
Marketing vs E-Marketing
Know your customer
Issues




Spamming
Cultural Differences
Pull vs Push Marketing
Personalisation
Fullfilment




Packing
Shipping
Pricing
Issues




Product availability
Back orders
Out-Stock Notice
Replacing defective products
Maintenance and Enhancement



Maintenance vs Enhancements
Managing Customer Feedback
Customer Service




Updating Orders
Order Status
Technical Support
Localisation
Course Summary

We have covered

Overview of E-Commerce

Security

Payment Systems

Launching an Online Business

This is not enough

Assignment