Exam 2 Flashcards
Personal information systems
informations systems used by a single individual
characteristics of personal information systems
single user; procedures informal; problems isolated; easy to manage change
characteristics of workgroup information systems
10-100 users; procedures understood within group; problem solutions within group; somewhat difficult to change
characteristics of enterprise information systems
100-1000’s users; procedures formalized; problem solutions affect enterprise; difficult to change
characteristics of inter-enterprise information systems
1,000s of users; procedures formalized; problem solutions affect multiple organizations; difficult to change
example of personal IS
drug salesperson
example of workgroup IS
physician partnership
example of enterprise IS
hospital
example of inter-enterprise IS
PRIDE system
workgroup information systems
information systems that facilitate the activities of a group of people
departmental information systems
workgroup information systems that support a particular department
functional information systems
workgroup information systems that support a particular business function
enterprise information systems
information systems that span an organization and support activities of people in multiple departments
inter-enterprise information systems
information systems that are shared by two or more independent organizations
information silo
the condition that exists when data are isolated in separated information systems. silos come into existence as entities at one organizational level create information systems that meet only their particular needs.
data integrity
when an organization has inconsistent duplicated data
business process reengineering
the activity of altering existing and designing new business processes to take advantage of new information systems
inherent processes
predesigned procedures for using the software products. Provided by PeopleSoft, Siebel, and SAP. Saved organizations from expensive and time-consuming business process reengineering
3 categories of enterprise applications
customer relationship management, enterprise resource planning, enterprise application integration
customer relationship management (CRM) system
a suite of applications, a database, and a set of inherent processes for managing all the interactions with the customer, from lead generation to customer service
4 phases of the customer life cycle
marketing, customer acquisition, relationship management, loss/churn
major components of a CRM application
solicitation and lead management application, sales applications, relationship management applications, customer support applications, CRM database
enterprise resource planning (ERP)
a suite of applications, a database, and a set of inherent processes for consolidating business operations into a single consistent computing platform
functions of ERP
4 functions of CRM along with accounting applications, manufacturing applications, inventory applications, human resources applications
enterprise application integration (EAI)
a suite of software applications that integrates existing systems by providing layers of software that connect applications together
EAI does the following
- connects system “islands” via a new layer of software/system
- enables existing applications to communicate and share data
- provides integrated information
- leverages existing systems- leaving functional applications as is, but providing an integration layer over the top
- enables a gradual move to ERP
what are the challenges when implementing and upgrading enterprise systems?
collaborative management, requirement gaps, transition problems, employee resistance
distributed systems
processing is distributed across multiple computing devices
social media
the use of information technology to support the sharing of content among networks of users
communities of practice
groups of people related by a common interest
social media information system (SMIS)
an information system that supports the sharing of content among networks of users
3 SMIS roles
social media providers, users, communities
social media providers
provide platforms that enable the creation of social networks
social networks
social relationships among people with common interests
users
individuals and organizations that use social media sites to build social relationships
viral hook
some inducement, such as a prize or other reward, for passing communications along through the tiers
SMIS components
hardware, software, data, procedures, people
content data
data and responses to data that are contributed by users
connection data
data about relationships. differentiates SMIS from Web site applications
social CRM
as opposed to traditional CRM, it is a dynamic, social media-based process. Each customer crafts his or her own relationship with the company.
crowdsourcing
the dynamic social media process of employing users to participate in a product design or product redesign
business-to-consumer (B2C) relationships
these relationships have occurred ever since the inception of social media
business-to-business (B2B) relationships
now, manufacturers are starting to use social media to become industry leaders, promote brand awareness, and generate new B2B leads to retailers
capital
the investment of resources for future profit
human capital
the investment in human knowledge and skills for future profit
social capital
investment in social relations with the expectation of returns in the marketplace
4 benefits of social capital
information, influence, social credentials, personal reinforcement
value of social capital
determined by the number of relationships in a social network, the strength of those relationships, and by the resources controlled by those related
strength of a relationship (to an organization)
the likelihood that the other entity in the relationship will do something that benefits the organization
forms of SM advertising
paid search, display or banner ads, mobile ads, classifieds, or digital video ads
pay-per-click
a revenue model in which advertisers display ads to potential customers for free and then get paid when the customer clicks on the ad
freemium
revenue model that offers users a basic service for free and then charges a premium for upgrades or advanced features
conversion rate
measures the frequency that someone who clicks on an ad makes a purchase, “likes” a site, or takes some other action desired by the advertiser. the conversion rate is more than twice as high on PCs as on smartphones
social media policy
a statement that delineates employees’ rights and responsibilities
Intel Corporation’s social media policy’s 3 key pillars
disclose, protect, use common sense
user-generated content (UGC)
content on your SM site that is contributed by users
major sources of user-generated content problems:
- junk and crackpot contributions
- inappropriate content
- unfavorable reviews
- mutinous movements
3 ways to respond to problematic content
- leave it
- respond to it
- delete it
