ESSAYS -
LIST OF AVAILABLE ESSAYS ...
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Current issues in IT
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This 10 page paper looks at three issues in IT; the potential of a digital divide, the protection of information placed in the internet and computer crime. The paper considers these issues, why they are important and looks at what the government can do to reduce their impact. The bibliography cites 20 sources.
Filename: TEITissues.rtf

Customer Relations Management
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This 5 page paper is an overview of CRM, defining what it is, how it can be of use and the variety of components that can be found within a CRM system. The bibliography cites 11 sources.
Filename: TECRelman.rtf

Customer Relationship Management Technology
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This 28 page paper considers the technology of Customer Relationship Management (CRM), technology. The paper focuses on the software and technical ability of the systems rather than the business side. The bibliography cites 92 sources.
Filename: TEcrmtec.wps

CUSTOMER RETENTION IN THE MIDST OF TECHNOLOGY CHANGE
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This 4-page paper discusses three challenges in customer retention with technology change, and how an IT manager can deal with the problems. Bibliography lists 3 sources.
Filename: MTcustrete.rtf

Customer Service and Culture at Ameritech
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A 30 page paper discussing the state of customer service and competition at Ameritech one year after its acquisition by SBC Communications. Ameritech is the "Baby Bell" serving the Midwest states of Illinois, Michigan, Ohio, Wisconsin and Indiana and was acquired for more than $70 billion in October 1999. Customer service never has been Ameritech's strong point, but it had let the residential and business land-line infrastructure decline while it focused on offering long distance service and entering other related markets. SBC's interest lies in wireless services. Combined, the two have little interest in meeting the needs of customers using standard connections. To date, Michigan has imposed legislated sanctions against Ameritech, and Ohio has imposed fines of several million dollars for Ameritech's lack of responsiveness to customer complaints. The paper examines the situation and poses several questions for middle managers. Bibliography lists 32 sources.
Filename: KSAmeritech.wps

Customer Survey: “Library Without Walls”
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A 6 page proposal for a study designed to gain insight into customers’ views of the digital options available to them and the degree to which they use those options. The public library long has been a site offering Internet access to those who do not have other means of access available to them. Diminishing that role of the public library may affect the degree to which the library serves the local area. The paper includes a 12-item customer survey. Bibliography lists 5 sources.
Filename: KSlibCustSurv.rtf

Cyber Intrusions and the US Military
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A 4 page consideration of the threat cyber intrusions pose to the US military. Bibliography lists 6 sources.
Filename: PPcmpHackMilitary.rtf

Cybercrime
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This 8 page report discusses the fact that the “consensual hallucination” (a term coined by science-fiction writer William Gibson) of cyberspace must, of necessity, include a “consensual” understanding that the realm of cyberspace is no less vulnerable to the negative aspects of human nature such as deceit, fraud, and theft. In many ways, the opportunity for criminal activity in cyberspace is heightened due to its very nature which supports anonymity and a certain freedom of action that few people would ever act on in their “real” lives. Bibliography lists 10 sources.
Filename: BWcycrim.rtf

Cyberphobia And Technophobia: Annotated Bibliography
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6 pages in length. The writer provides a 15-source annotated bibliography.
Filename: TLCTechS.rtf

Cyberspace Crimes and the Law
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This 9 page paper examines cybercrime and how the law is involved. This paper argues that while the law is important, it is sufficient. The problem with catching the criminals who participate in this type of activity is that technology in law enforcement is not up to par. Research is provided to support the assumptions. Bibliography lists 8 sources.
Filename: SA803cyb.rtf