Synopsis: Ict: Communication systems: Telecommunication:

, Faculty of Economic Research Centre, Szeged, Hungary 3 Community-based Research for Sustainability Association (CRS), Szeged, Hungary Corresponding author email:

European small organisations are not ready to use the Internet more intensively as a business tool,

small organisations seem to need favourable conditions to accelerate the diffusion of the Internet and adoption of ICT technologies and thus to avoid a digital divide between larger and smaller enterprises and among geographical areas.

'and to address the issues of the digital divide in the adoption of Internet and e-business use.

Internet, Web) are the results of Research and Technological Development (RTD) programmes funded by public programmes has grown.

and subsequent reorganisation), continuous maintenance, servicing costs and telecommunications charges. However, getting the right ICT equipment is only part of the equation..

Economic failures are an intrinsic element in a fast-changing environment like the Internet. Small organisations are reluctant to invest in ICT rather than concentrating the investments in their core business. 2. THE DIGITAL SYSTEMS EVOLUTION

However, although Internet use figures differ among Member States and sectors, there is generally a positive correlation between the size of an enterprise

and its Internet use for business, i e. the smaller the company, the less it uses ICT7.

September 2002 Digital Business Ecosystems page 7 The initial adoption phases The adoption of Internet-based technologies for e-business is a continuous process, with sequential steps of evolution.

1) e-mail,(2) web-presence,(3) e-commerce,(4) e-business,(5) networked organizations,(6) digital business ecosystems.

In the early stages, Internet has been used as new instrument of commercial communications: First phase: e-mail (early adopter started in 1986:

The first adoption step was based on the usage of Internet for exchanging e-mails and messages.

web-presence (from 1993) The second phase saw proliferation of an electronic presence, usually through a static Web site.

Actually, those websites, lost in cyberspace, were visited not by the target clients, and the unavoidable dispersion of those website led to a limited effectiveness in the cyberspace,

partially solved by the establishment of vertical, thematic or regional e-marketplace portals and efficient search engines, On average, across European union (EU),

only 67%of SMES108 have access to the Internet. In some Member States, this is even less than the Internet penetration rate among households.

Of those that are connected the majority uses the Internet only for information purposes. Only 44%of them have their own website,

but the difference between large enterprises9 and SMES10 and between regions is relevant. Have their own website the 80%of large enterprises;

8 SMES10=enterprises with between 10 and 249 employees 9 large enterprises are considered by Eurosta the enterprises with more than 249 employees e-mail webpresence phases FN, September 2002 Digital

Business Ecosystems page 8 6%of Spanish SMES10, 9%of Italian SMES10, but 67%of Finnish and 65%of German SMES10. 10 E-commerce Third phase:

When finally the technology allowed the use of the Internet to perform economical transitions on-line between enterprises and consumers (B2c) or among enterprises and suppliers,

Even in the most advanced Member States, only a minority of SMES11 uses the Internet for commercial transactions

especially in the US, these figures are alarming signs that European SMES are committed not yet fully to the Internet.

The OECD estimates that the value of Internet transactions doubles every 12-18 months. European SMES therefore risk missing important economic opportunities.

e-business (from 1999) Internet technology has gone far beyond a mere means of electronic transactions becoming a foundation for applications linked to the core business systems,

with the extension of the usage of Internet from the simple commerce to all operation of their business, inventing new operative processes as well.

from marketing to sales, from customer relationship to logistics and operation management, from education to training and knowledge management. Examples of applications and infrastructures based on Internet includes:

Examples of innovative working processes are customer call centers, Intranets that link business partners, data warehouses that improve customer relationships.

-N 11 In 2001,6%of EU enterprises used Internet for electronic delivery and 7%for e-payments;

Only 3%of EU enterprises used Internet for ecommerce for more than 2 years (20.2.02 Eurostat, ibidem) obstacles e-commerce e-business FN, September 2002 Digital Business Ecosystems

This process is advanced in the sectors of insurances, in the distribution, in the media and in telecom sectors.

The latter step in the adoption of Internet-based technologies for business, where the business services and the software components are supported by a pervasive software environment,

Harnessing the Power of Business Webs, Harvard Business school Press; ISBN: 1578511933;(May 2000) James Moore, Death of Competition:

The European council held in Lisbon on 23/24 March 2000 recognised an urgent need for Europe to quickly exploit the new opportunities of the economy and in particular the Internet.

, London WC1E 7hx, UK Email addresses: marina. ranga@stanford. edu; henryetz@stanford. edu Corresponding author:

Fax: 650-725-2166 Abstract This paper introduces the concept of Triple Helix systems as an analytical construct that systematizes the key features of university-industry-government (Triple Helix) interactions into an‘innovation

manifested through increasing communication and interconnectivity between people and institutions, mobility of people and financial capital, delocalisation and globalisation of production sites, labour and social relationships, etc.

http://www. adimoserver. se/adimo4/(S (kokri4qeowj3nyvt0tkb1s45))/site/kista/web/default. aspx? p=1546&t=h401&l=en. 27 6. RELEVANCE OF TRIPLE HELIX SYSTEMS FOR KNOWLEDGE-BASED REGIONAL INNOVATION STRATEGIES Regional innovation policies have focused traditionally on the promotion of localized learning processes

The large-scale research programmes in data mining funded by the Defence Advanced Research Projects Agency (DARPA) at Stanford and a few other universities provided the context for the development of the Google search algorithm that soon became the basis

Conflict and the Web of Group Affiliations. Translated and edited by Kurt Wolff. Free Press, Glencoe, IL. 48 Slaughter, S l. Leslie. 1997.

*Related content and download information correct at time of download. Downloaded by WATERFORD INSTITUTE OF TECHNOLOGY At 04:12 03 july 2015 (PT) Types of innovation, sources of information and performance in entrepreneurial SMES Miika Varis and Hannu Littunen Department of health and Social Management

as well as on the complex web of interactions and on the institutional environment guiding and facilitating the actions and interactions of economic agents.

fairs Internet Media Professional literature Educational meetings Entrepreneur friends Participation in development projects Five-point Likert-scale (1 Insignificant to 5 Very

Some typical examples are the Internet and other media, commercial exhibitions and fairs, scientific and professional literature, trade journals, educational events, and so forth.

The entrepreneur's assessment of the importance of different generally accessible information sources (fairs, media, internet, etc.

and the firms invited to sampling were contacted by a letter or telephone. Questionnaires were returned, 264

Regarding our findings, in the case of product innovations, a positive relationship was found between the use of different freely available external information sources (exhibitions, fairs, internet, media, etc.

On the positive side they 1 http://en. wikipedia. org/wiki/Three points for a win 25 urge decision-makers to think bigger and set the bar higher,

Increasingly also, web tools of rankings begin to include some degree of interactivity and choice for end users.

staff and students (5%)Industry income per staff (2. 5%)International faculty (5%)International students (5%)Website http://ranking. heeact. edu. tw

we now briefly describe the way we have worked methodologically out the principle of being driven user (see section 2. 2). We propose an interactive web-based approach,

A detailed description of the methodology used in this classification can be found on the U-Map website (http://www. u-map. eu/methodology doc/)and in the final report of the U-Map project,

Availability of teachers/professors (e g. during office hours, via email; informal advice and coaching; feedback on homework, assignments, examinations;

University webpage Quality of information for students on the website. Index of several items including general information on institution and admissions, information about the program, information about classes/lectures;

In some countries, competitive public funding may be difficult to separate from other public funding. 3 Research publication output Frequency count of research publications with at least one author address referring to selected institution (within Web of Science) Broadly accepted.

research contracts may run over several years. 11 Research publication output Frequency count of (Web of Science) research publications with at least one author address referring to selected institutional unit (relative to fte academic

Data available (Web of Science), but professional (laymen's) publications not covered. 4 Research contracts with regional business The number of research projects with regional firms,

bibliometric analyses are the Web of Science and Scopus. 23 Both are commercial databases that provide global coverage of the research literature

The Web of Science database is maintained by ISI, the Institute for Scientific Information, which was taken over by Thomson Reuters a few years ago.

The Web of Science currently covers about 1 million new research papers per year published in over 10,000 international and regional journals and book series in the natural sciences, social sciences,

According to the Web of Science website, 3, 000 of these journals account for about 75%of published articles

and over 90%of cited articles. 24 The Web of Science claims to cover the highest impact journals worldwide,

and citation database containing both peer-reviewed research literature and web sources. It contains bibliometric information covering some 17

bibliometric data was derived from the October 2010 edition of the Web of Science bibliographical database.

'and harmonized in order to ensure that as many as possible of the Web of Science-indexed publications are assigned to the correct institution.

All the selected institutions in the U multirank pilot study produced at least one Web of Science-indexed research publication during the years 1980-2010.

The Web of Science, being both an international and multidisciplinary database, has its pros and cons. The bulk of the research publications are issued in peer-reviewed international scientific and technical journals,

There are relatively few conference proceedings in the Web of Science, and no books or 23 Yet another database is Google Scholar.

This is a service based on the automatic recording by Google's search engine of citations to any author's publications (of whatever type) included in other publications appearing on the worldwide web. 24 See:

http://thomsonreuters. com/products services/science/science products/a-z/web of science/82 monographs whatsoever, hence, publications referring to‘applied research

For the following six indicators selected for inclusion in the U multirank pilot test (see chapter 6) one can derive data from the CWTS/Thomson Reuters Web of Science database:

either by mail or email rather than having them complete the survey in the classroom.

A glossary of indicators for the four surveys was published on the U multirank website. Throughout the data collection process the glossary was updated regularly.

A‘frequently asked questions'(FAQ) section next to a‘Helpdesk'function was launched on the website.

We updated the U multirank website regularly and provided information about the steps/time schedules for data collection.

as is the intelligent use of technology (internet, visualisation techniques, supporting tools). The language of the questionnaire is another crucial element for ensuring a good response to the questionnaire.

This offered a clear indication of a broad variety of institutional profiles. 98 Some universities applied through the U multirank website to participate in the feasibility study.

either by regular mail or by email. We prepared a standard letter to students explaining the purpose of the survey/project

Institutions were able to download a package including the letter and a list of passwords (for email invitation) and a form letter (for printed mail invitations.

and Helpdesk function were launched on the website. Furthermore, we shared the U-map protocol and the U multirank technical specification email (see appendices 10 and 11) with the institutions to ensure that a smooth data collection could take place.

If despite these tools questions of definition still occurred all universities had clear communication partners in the U multirank team.

the website of the institution was checked to see whether we could find information regarding the relevant data element.

If the website did not provide the information, other publicly available data sources were identified and studied to find out

we analysed the October 2010 edition of the Web of Science database (Wos) to compile the bibliometric data of the institutions involved in the sample.

Statistical information on 500 universities worldwide is freely available at the CWTS website: www. socialsciences. leiden. edu/cwts/products-services/scoreboard. html 4) Regional joint research publications Frequency count of publications with at least one author address referring to the selected main organization

Combining U-Map and U multirank Our user-driven interactive web tool will imply both steps, too.

In addition access to and navigation through the web tool will be made highly user-driven by specific‘entrances'for different groups of users (e g. students, researchers/academic staff, institutional administrators, employers) offering specific information

However, translation of the web tool and the underlying data is a substantial cost factor.

How do users choose to navigate through the web tool? What indicators are selected most frequently in personalized rankings?

Tracking of user behaviour can be built systematically into the implementation of the web tool and by doing

however, is on establishing the flexible web tool. 156 8. 4 The need for international data systems U multirank is isolated not an system,

Finalisation of the various U multirank instruments 1. Full development of the database and web tool.

But user-friendliness also deals with the design of the web tool, taking into account the differing information needs

A user-friendly tool needs various levels of information provision, understandable language, clarity of symbols and explanations, assisted navigation through the web tool and feedback loops providing information

Elements of a new project phase Work package Products Deadline Database and web tool Functioning database Functioning web tool prototype 06/2012 Standards

data as well as analysis based on existing data sets as e g. bibliometric analysis) Data publication (including development and maintenance of an interactive web tool) Basic information services for users Internal

and databases Data analysis Staff Number of countries and institutions covered Range of indicators and databases License fees of databases (e g. bibliometric) Publication Staff Basic IT costs Features of web tool

and could see the delivery of a web tool free of charge to students as its responsibility.

To keep the web tool free of charges, especially for students, an equivalent to the charges could be paid by the EC.

Charges to the users of the U multirank web tool would seriously undermine the aim of creating more transparency in European higher education by excluding students for example;

Market revenues could come from commercial elements of the web tool (advertising, apps. As soon as it is possible to publish authoritative rankings publishers/media partners could contribute to the costs. 176 A major additional source of income would be to charge institutional subscription fees

'Despite the focus on the flexible web tool, concepts for authoritative rankings, either for the public or for associations of higher education institutions, should be developed because of their market potential.

Retrieved 24.6,2006, from http://www. che. de/downloads/Berlin principles ireg 534. pdf 179 Ischinger, B. and Puukka, J. 2009), Universities for Cities and Regions:

and highly detailed spatial-temporal microsimulation methodology for human mobility, grounded on massive amounts of Big data of various types and from various sources, like GPS, mobile phones and social networking sites.

More information (http://www. datasim-fp7. eu/)(http://ec. europa. eu/digitalagenda/sites/digitalagenda/files/newsroom/data sim 8138 1 83. jpg) A Europe 2020

and constraints emerging from social networks paradigms, such as, e g.,, crowdsourcing and people services. Moreover, this part of the volume will explore the identity challenges for businesses both as security and privacy issues;

, Miroglio, Oerlikon Graziano, Perfetti, Pirelli, Prysmian, Rolex, Saipem, Snam, Sorgenia, Telecom italia Terna, Unilever, Vodafone and Wind.

For the public sector: Agenzia per l'Italia Digitale, Comune di Milano and Consip. I would especially like to acknowledge all the people that have supported me during these years with insights and suggestions.

44 3 Mobile Services...47 3. 1 Introduction...47 3. 2 Mobile Services Drivers and Challenges...

50 3. 3 Digital Management Solutions...56 3. 4 Case studies...60 xv 3. 5 Summary...

98 5. 4. 1 Work from Your Phone...100 5. 4. 2 Bring Your Own Media Tablet...

102 5. 5. 1 Going Mobile Strategy...102 5. 5. 2 Modernize the Desktop Strategy...

Not only SQL R&d Research and development SMES Small and medium enterprises TOGAF The Open Group Architecture Framework VOIP Voice over internet Protocol xxi Part I Digital Systems Trends

Information Society as a consequence of higher costs of information protection, proliferation and diffusion of computer networks, unlimited access to information by individuals and organizations,

and consumed through social networks and digital infrastructures. 1 However, we are facing a radical change, with a new breed of potential business leaders, users and consumers.

and breathe of the information flows in social networks and potentially see the world as a big data repository to be exploited,

allowing a seamless integration of the virtual world of social networks and playground as part of their own everyday life.

They post everything on Facebook and they‘‘makes a game out of everything''as said Brian Niccol chief marketing

Obviously, former generations make use of digital artifacts and social networks too, but they are not as dependent on them as a digital citizen may be,

For a systematic survey on the different definitions, meanings and use of information we kindly refers the reader to 35,37. 2 Using an iphone app to request money from a nearby Automatic teller machine (ATM),

scanning the phone to retrieve the bill. This is an example of a Generation Z like evolution of ATM design towards a convergence with online and mobile banking,

finance sector competition is facing the challenge of Paypal and Google Wallet diffusion and adoption by digital natives.‘‘

Senior vice president of Wintrust Financial in an article appeared in July 2013 on Bloomberg Businessweek 38.4 1 Big data 1. 1. 1 Big data Drivers and Characteristics The spread of social media as a main

video conferencing systems and voice over ip (VOIP) systems, have contributed to an unmatched availability of information in rapid and constant growth in terms of volume.

the first dimension concerns the unmatched quantity of data actually available and storable by businesses (terabytes or even petabytes), through the internet:

for example, 12 terabytes of Tweets are created every day into improved product sentiment analysis 6. BIG DATA Cloud computing Social networks Internet of things Mobile 80%of the world's data is unstructured.

Twitter processes 7 terabytes of data every day. Facebook processes 10 terabytes of data every day. 220 Terabytes of Web Data. 9 Petabytes of dat-a Web. 2 billion Internet users by 2011 (worldwide.

4. 6 billion Mobile phones (worldwide. 1 2 3 4 Veracity Fig. 1. 1 Big data drivers and characteristics 1. 1 Introduction 5 Velocity:

the second dimension concerns the dynamics of the volume of data, namely the time-sensitive nature of Big data,

on social networks to sensor data, click streams, e g.,, from internet of things. Accessibility: the fourth dimension concerns the unmatched availability of channels a business may increase

besides the above mentioned social networks, mobile technologies, and internet of things. It is worth noting that a priority number is associated to each driver

whereas HBASE, Google's Bigtable, and Cassandra represent Column-Oriented databases. For further details we refer the reader to 39,40. 4 Mapreduce exploit, on the one hand,(i) a map function,

Linkedin, Facebook, and Twitter to identify potential threats or opportunities related to human resources, customers, competitors, etc.

As a consequence, we believe that the distinction between DDSS and Big data is useful to point out a difference in scope and target of decision making,

through the adoption of social media analytics focused on sentiment analysis, opinion mining, and recommender systems (for details we refer the reader to the Chap. 4). As for public sector,

BIG DATA Applications Public sector Banks/Insurances Marketing/Services Utilities/Manufacturing Sentiment Analysis Opinion Mining Social media Analytics Recommender systems Riskanalysis Fraud detection

and services due to the growing relevance of social networks, mobile services, and technology/paradigms such as cloud computing (we provide further details on each of them in Chaps. 2, 3 and 4, respectively).

and an appropriate level of decision-making autonomy at all levels of the company Accountability 1. 1 Introduction 15 The first case study shows the relevance of having a clear business strategy aligned with IS strategy for Big data exploitation from social media.

The Minnesota Wild Hockey Club has developed a social media strategy strongly aligned with its business strategy,

using mainly Facebook and Twitter, and the ability of these platforms to provide data that can translate user choices in demographic information valuable to achieve marketing and communications initiatives,

Bahrti Airtel operates in the Indian mobile market characterized by constant growth. In such a context, to remain competitive,

The case analyzes how Nokia, the Finland based global telecommunications company, has faced with these challenges.

Indeed, effective collection and use of data is strategic to Nokia for understanding and improvement of users'experiences with their phones and other location products/services.

Nokia leverages data processing and analytics to build maps with predictive traffic and layered elevation models

information on points of interest around the world, and to monitor and assess the quality of its mobile phones, among other issues.

Considering the case study, Nokia aimed to have a holistic view on people interactions with different applications around the world,

requiring an infrastructure that could support daily, terabyte-scale streams of unstructured data from phones in use, services, log files,

and other sources. The challenge has been to integrate its silos of applications, enabling a comprehensive version of truth from data captured at global level.

Furthermore, Nokia had to face the cost of capturing petabyte-scale data using relational databases. As a consequence

and Hadoop at the core of Nokia's infrastructure. POINT OF ATTENTION: Big data ask for a clear understanding of both IT Portfolio and data asset,

The resulting infrastructure allows data access to Nokia's employees (more than 60,000), and efficiently moving of data from, for example, servers in Singapore to a Hadoop cluster in the UK data center.

Nevertheless, Nokia faced also the problem of fitting unstructured data into a relational schema before it can be loaded into the system,

In 2011, Nokia put its central CDH cluster into production to serve as the company's information core.

the US based utility corporation, is building Big data and analytics capabilities for an‘‘Industrial Internet''.

GE charged William Ruh from Cisco systems to lead the center, developing software and data science capabilities for GE's Big data domain of interest(‘the industrial Internet').

'POINT OF ATTENTION: Big data require top management commitment and investments, in particular, on human resources to be focused on data scientist capabilities.

and oil and gas), estimating the savings from an industrial Internet for these sectors alone could be nearly $300 billion in the next 15 years.

Lee G, Kwak YH (2012) An open government maturity model for social media-based public engagement.

Moses J, Bapna R, Chervany N (2012) Social media strategy for the MINNESOTA wild, Carlson School of management 32.

Cloudera (2012) Nokia: using big data to bridge the virtual & physical worlds 34. Consultancy T (2013) Big data case study:

how GE is building big data, software and analytics capabilities for an‘‘Industrial Internet.''''http://sites. tcs. com/big data-study/ge-big data-case-study/.

/Accessed 20 jul 2013 35. Floridi L (2010) Information: a very short introduction. Oxford university Press, Oxford, pp 1 43 36.

among other firms by using mobile phones, emails, intranet, internet, and faxes, and between the business and its customers.

which enables the user to access the cloud computing resource from different platforms, such as mobile phones, laptops or PDAS. 3. Improved accessibility,

and networking infrastructure over the Internet. From this definition, three levels of cloud computing can be defined (see Fig. 2. 1). The first level is the Software as Service (Saas). In this layer,

connectivity and emails access. The last layer is the Infrastructure as a service (Iaas), in which the client will have full ownership over the service provided such as virtual servers, memory and storage devices.

The last example of cloud computing service provider is Google which uses its own infrastructure that contains three independent

The first one is Google File system, which is distributed a proprietary file system that is developed by Google to provide efficient,

reliable access to data using large clusters of Application Layer---Business Applications, Web Services Multimedia Platforms---Software Framework (Java, Python,.

NET) Storage (DB/File) Infrastructure---Computation (VM) Storage (Block) Hardware---CPU, Memory, Disk, Bandwidth Resources Managed at Each Layer Software as a service (Saas) Platform as a service

Google Apps, Facebook Youtube Microsoft Azure, Google Appengine, Amazon Simple DB/S3 Amazon EC2, Gogrid, Flexiscale Data centres Fig. 2. 2

Finally, the last one is the Map Reduce1 programming model that can be modified according to the characteristics of the applications that Google is running on its servers.

or offline) and the adaptive scheduling in dynamic conditions form an important challenge in cloud computing. 8. Storage technologies and data management.

The concerns that can arise here come from the compatibility issues between the Internet-scale file systems that host the software frameworks such as Mapreduce on one hand,

Guaranteeing the full support from the concerned parties is very important for the success of this project. 2. 5 Case studies 43 The last restriction is related to the Internet speed that might hinder the entire system especially that the system will target the rural areas

and software they need over the internet and without any limit. Also, it provides many benefits

J Internet Serv Appl 1: 7 18. doi: 10.1007/s13174-010-0007-6 6. Raghavendra R, Lobo J, Lee K (2012) Dynamic graph query primitives for SDN-based cloud network management.

Int J Web Serv Res 8: 26 53. doi: 10.4018/JWSR. 2011070102 10. Gai K, Li S (2012) Towards cloud computing:

ICCCNT12 26th 28th July 2012, Coimbatore, India References 45 Chapter 3 Mobile Services Abstract In this Chapter we discuss the main implications of mobility for digital business.

Then the Chapter focuses on how IT managers and executives interested in digital innovation of services through mobile can face challenges related to the lifecycle of such initiatives:

Indeed, in the days when mobile devices such as smartphones and tablets have overtaken the role of Personal computers (PCS) and their leadership in terms of market-share,

company Kleiner Perkins Caufield Byers, in two Computing Cycles (i e. smartphones, and tablets cycles respectively) we are entering, faster than before, a third Computing Cycle of‘‘Wearables/Drivables/Flyables/Scannables''devices 2. Considering smartphones and tablets,

as reported by Infoworld 3, in 2013 a research company such as, e g.,, IDC has predicted that tablet shipments will hit 229.3 million units in 2013,

the rise of Groupon North america Transactions Completed on mobile (45%of total transactions) 2; the role of mobile in helping drive Facebook users and revenue 2. Moreover, analysts has placed in 2013 mobile applications

and development among the top priorities of CIO and IT budget 11 (considering Europe, nearly 2%of total expenditure, according to Computerweekly 12).

‘‘Every year (sometimes twice), longtime tech analyst turned venture capitalist Mary Meeker drops her state of the internet presentation.

and here it is''36.48 3 Mobile Services consequence, digitalization requires the above mentioned digital enablers for service management capabilities have to be coupled with a key technology,

social networks, smart mobile communications, cloud computing, high bandwidth telecommunication networks contribute to create digital infrastructures for service provision,

discovery, and reuse Semantic web languages and technologies 5 for representing service resources Universal Description Discovery

and Integration (UDDI) for implementing registries of web services 6 Standards-based solutions for reuse, interoperability,

Standard executable languages for specifying actions within business processes as web services, such as, e g.,, the Business Process Execution Language (BPEL) 10 Usage models based service invocation Analytics Mining of event-stream data Real-time execution of business rules Adapted from 4

and opportunities. 3. 2 Mobile Services Drivers and Challenges Mobility is currently one the main characteristics of today digital information infrastructures.

, smartphones and ipads or tablets, does not entail a consequent success of no matter services provided through them and accessible to a correspondent wide audience.

Key technology service enablers Examples Social networking Facebook, Twitter, Google, etc.++Smart mobile communications iphone, ipad, Android OS Smartphones and tablets Cloud computing Amazon, dropbox, Google, Salesforce. com, Windows Azure, etc.

High bandwidth telecommunication networks Comcast, AT&T, Verizon, etc. Big data Amazon's Dynamo, HBASE, Google's Bigtable, Cassandra, Hadoop, etc.

Ultra-fast, low latency switches Cisco Networks, etc. High density, low cost chips IBM, Intel, AMD chips 50 3 Mobile Services As pointed out by Bagozzi 20, TAM is characterized by a‘‘parsimony''in the number of basic

constructs influencing the user intentions towards the usage of a technology. However, they are defined as follows in the original article by Davis 18

introducing the model 19, and inaugurating what is named currently the TAM research stream: perceived usefulness (PU) is the‘‘degree to

or great effort''18.3.2 Mobile Services Drivers and Challenges 51 concerned the following issues and new relationships (the latter represented by dotted arrows in Fig. 3. 1):

and costumers of digital services provided by‘‘new''mobile technologies and devices. As pointed out above

As for these issues, Fig. 3. 2 provides a representation of current efforts towards a framework for identifying mobile services behavioral intention and adoption drivers.

as we are going to see in Chap. 5 on the IT Consumerization phenomenon. 52 3 Mobile Services use and perceived usefulness), classified as‘‘general technology perceptions,

Influence Psychographics Need for uniqueness Perceived enjoyment Demographics Gender Media Influence Fig. 3. 2 Mobile services behavioral intention drivers.

Adapted from 23 and 24 3. 2 Mobile Services Drivers and Challenges 53 perceived service availability as the extent to

, with smart phones, social motivation significantly influences their perceived value and satisfaction. Concerning social influence in mobile technology/services adoption, it is worth considering the contribution of studies such as, e g.,

and diffusion of innovations theory 26 for analyzing the role of social factors on the adoption of mobile advanced services. 7 In particular among other interesting results,

however, that this dimension 7 The research and analyses were based on a sample of 542 Dutch consumers. 54 3 Mobile Services has received limited attention, in particular,

the difference of usage behavior between mobile phones and personal computers. In particular, it is worth mentioning the work by Ghose et al. 28

Considering the specific characteristics of mobile phones (reduced screen size etc.)) and the consequent search costs and constraints, e g.,

and adopted for an efficient and effective implementation of mobile technology enabled service initiatives. 3. 2 Mobile Services Drivers

However, IT managers and executives interested in digital innovation of services through mobile have to face challenges related to the lifecycle of such initiatives from development and integration with enterprise information system, to a secure supply to the final users, through a constant

and web-based, that we adopt to summarize the diversity of the ones available at the state of the art.

to support applications management on devices Development Integration Security Performance Fig. 3. 3 Digital management solutions 56 3 Mobile Services The native development

Wi-fi), working online as well as offline. The selection criteria for this model require an organization to carry out the following actions:

As for the web-based development model, it focuses on applications using the web browser already installed on the devices.

Deploy the application through a leaner channel (Web vs. EAS Enterprise Application Systems. Finally, we consider a hybrid development model.

which built applications using web technologies that ensure portability, however, integrating them with specific characteristics of the different devices.

fitting to a native development model or else to a web-based one. Consider the business impacts of the benefits related to a reduction of time

store These stores are managed at global level by manufacturers of mobile operating systems (Apple, Samsung, Google, Microsoft, RIM),

and other mobile workers) These stores are managed generally as a repository of enterprise applications 58 3 Mobile Services services has an impact as well on the efficiency and effectiveness of their management, use and updating.

Considering Mobile device Management solutions, they facilitate the management of devices deployed across different mobile operators

60 3 Mobile Services use the customers'own device's camera to take a picture of a vehicle,

save and share on social networks or via e-mail, the‘‘Favorites''vehicles against other Toyota models,

focusing on a country experience instead that a global one. Sodicam is a subsidiary of Renault Italy specialized in the sale of spare parts, accessories and products to post-sale,

and implemented with Vodafone a Sales force Automation mobile app for ios based tablets (ipad). The goal of the solution was to provide more useful information to sellers to increase the effectiveness of the sales (historical data on the customer, complete catalog, real time inventory, etc.

The adoption of a convergent approach, combining mobile applications and, e g.,‘,‘‘rugged''devices results in a reduction of errors and processing times, optimizing the operating performance of workers,

Indeed, goods receipts have been carried then out automatically with Kymantm by Datalogic Mobile Wireless Handheld Computer and Barcode Scanner.

The case is based on an experience from Optism 34,35, a permission mobile advertising solution from Alcatel-lucent,

for dust, rain, humidity, strong shocks, repetitive tumbles and temperature extremes. 62 3 Mobile Services POINT OF ATTENTION:

focused on a continuous and appropriate listening to social networks as well as supported by multidisciplinary competencies, enabling an effective

in collaboration with Alcatel-lucent enabled by Optism. The service, called Easyadz, at its launch in the beginning of 2012 had more than 800

As for Coca-cola, the company used the service for their mobile‘Open and Win'campaign to drive consumer awareness on it

and encourage participation through viral and social media actions such as, e g.,, forwarding the campaign link. According to Optism 34, the campaign results in nearly 200,000 messages delivered in a 12 h period, with over 41,000 responses.

As for the former, the adoption of a convergent approach, combining mobile applications and, e g.,‘

and applications need for a continuous and appropriate listening to social networks as well as the involvement of multidisciplinary competencies to enable an effective knowledge for implementing mobile solutions

Infoworld 2. Meeker M, Wu L (2013) Internet trends D11 conference 3. Samson T (2013) IDC:

Inf Syst Res 17: 327 331 5. Antoniou G, van Harmelen F (2008) A semantic web primer, 2nd edn.

MIT Press, Cambridge 6. UDDI. org (2001) UDDI technical white paper 7. Papazoglou M (2007) Web services:

MIS Q 27: 425 478 64 3 Mobile Services 17. Venkatesh V, Bala H (2008) Technology acceptance model 3 and a research agenda on interventions.

López-Nicolás C, Molina-Castillo FJ, Bouwman H (2008) An assessment of advanced mobile services acceptance:

Ghose A, Goldfarb A, Han SP (2013) How Is the mobile internet different? Search costs and local activities.

Application offers enhanced customer service, social networking and exclusive mlottm shopping feature. Kony Press releases, 07 dec 2010. http://www. kony. com/content/kony-powers-toyotas-cutting-edge-mobile-shopping-tool-application.

Renault (2013) La app‘‘Vodafone saleforce solution''per Renault è tra le finaliste del‘‘Mob App Award Business''a Smau Roma 2013.

Datalogic (2012) Mobile computers connected to SAP: wireless inventory and warehouse management for Habasit 34.

Alcatel-lucent (2012) Etisalat Nigeria introduces permission-based mobile advertising to over thirteen million customers using Alcatel-lucent's Optismtm.

News Releases. http://www3. alcatel-lucent. com/wps/portal/!/ut/p/kcxml/04 sj9spykssy0xplmnmz0vm0y Qjzkld4x3txdul8h2vaqaurh yw!!?LMSG CABINET=Docs and resource Ctr&lmsg content file=News releases 2012/News article 002688. xml.

Mary Meeker's annual state of the internet presentation. WIRED 37. Eisenmann TR, Parker G, Van alstyne MW (2006) Strategies for two-sided markets.

Transform, Organ References 65 Chapter 4 Social Listening Abstract This Chapter aims to discuss the key issues raised by social networks

emerging from the convergence of sensors and social network technologies. 4. 1 Introduction The 2. 0 technologies development and the worldwide social network diffusion ask for new, agile,

a highly innovative vision grows out of the specific Web 2. 0 technologies current configuration,

by Gregg Dawn, collective intelligence applications differ from Web 2. 0 applications because they can be designed custom applications for small highly specialized domains instead of the larger Web audience 7. Furthermore collective intelligence applications have the following characteristics 7, that is they:

have task specific representations; are data centric; are designed to collect and share data among users;

while 71%of the 625 million active internet users used to read blogs. Moreover 78%of people usually trusted other consumers,

while 57%was more comfortable with traditional advertisement forms and 34%preferred web advertisement 8. In this scenario,

and further focused on what we can call social listening, facing the new strategic challenges of social media analytics 9. As a consequence,

blogs and social media in which the focus is searched both on product and relevant concepts? Once identified, how to identify the most influential users?

, the websites, blogs or social media that really talk about the products or issues we are actually looking for.

or classifying systems), the latter uses links between, for example, blogs or wikis as content similarity indicators.

advanced social network analysis techniques 10,11 support the creation and maintenance of maps of influence based of available links;

for example, a blog's importance can be evaluated measuring how it contributes to the information diffusion process (Flow Betweeness)

or calculating how many blogs contained a link for the considered one (Pagerank). Other important metrics that have to be considered at the state of the art are the Degree centrality (for example which blogs,

tweets or posts on facebooks receive more links, retweets, or‘‘like'')Closeness centrality, and Betweeness centrality, that allow to define the influence on specific arguments.

Nevertheless, it is important to underline that not always, e g.,, bloggers include their sources'link;

for this reason, a better indicator of influence could be the number of users that read the blog, a tweet, a post on Facebook,

For these reasons, it became strategically relevant to have systems that make the reader able to recognize bad opinions on blogs and social media

With this aim, systems able to interpret the overall opinion on a blog, website, or social media have been developed,

thus, supporting sentiment analysis or opinion mining as the key activities to find and monitor in real time authors of specific contents across different (social media 12 14.

Notwithstanding the difficulty and complexity of the task, nowadays it is strategic to understand the overall evolution of some specific arguments,

in a review about a hotel or a brand new smart phone) may have, and the goal is the recognition of all sentiment expressions

Under this point of view, ontologies enable Web documents annotation, making the process of querying formulation and reaching accurate results easier 21.

or semi-computerized tools able to annotate documents (not only web documents) in different formats, from images and texts to more structured formats like those used in traditional relational database 21.4.3 Information Growth

or through the internet (see Chap. 1 of this book on Big data issues). As already seen in previous Sections, new instruments such as, e g.,

, blogs, wikis, microblogging, and social media, changed the whole way to consider 70 4 Social Listening information diffusion and its impacts on businesses and everyday life.

Before these tools and the 2. 0 web technologies'spread, firms that wanted to understand consumers'opinions had to conduct long and costly market researches.

Internet and its ability to share comments and opinions changed not only the way firms keep themselves posted on consumers'needs

and preferences but also the way consumers inform each other about products and services, shaping their own decision process through worldwide shared knowledge and experiences.

As well as a search engine allows searching information through websites, an opinion search engine can easily find judgments

In this context, it is important to underline Horringan 22 reported that out of 2000 American adults'sample in 20071: 81%of internet users looked for information about product using internet at least once,

(and, will be enabled by the diffusion of Web 2. 0 4. 3 Information Growth and Market Opinion 73 technologies and social networks,

along with the already mentioned wikis, blogs, etc.,several other technologies are yet available such as Mashup systems, RSS syndication, social bookmarking, Podcast and widget.

These systems reshape the way social networking is considered, giving it a more dynamic and multi-sources perspective.

However, the adoption of these technologies based on web applications is influenced by the ability to properly develop security policies.

Moreover, in addition to web browsers, also web server software can be attacked easily by malware and other threats.

or web application cluster, always considering the preferences, behaviors and habits of the end users, trying to be customized as as possible.

the IT function is involved often occasionally in the social network platforms identification, integration and management. Trying to manage the security issues actively,

identify, evaluate and face the impact of external risks that rise up from social networks and 2. 0 technologies.

and technologies for sentiment analysis and opinion mining have several potential applications in support of marketing intelligence in the sphere of social networks and 2. 0 technologies.

looking at blogs and online comments; on the other hand, people rarely accept that their personal conversations are checked constantly, e g.,

supplier of telecommunication services in Denver''Positive Adapted from 32 4. 3 Information Growth and Market Opinion 77 spiteful persons made

lot of websites gives users the chance to rate comments, helping other users in their researches.

and availability of information made possible, on the one hand, by social networks, 2. 0 applications, and digital services;

and channels, enabled by the diffusion of mobile, smart phones, and tablets, likewise (as seen in Chap. 3). However,

but also social networks, and web technologies to infer data about people preferences, activities, and their social environments 35.

According to this perspective, social sensing is an intelligence activity acting on 78 4 Social Listening what Schuster et al. 34 term as the pervasive social context of an individual

or indirect interaction with people carrying sensor-equipped pervasive devices connected to the same social network service''(p. 3). This pervasive social context is characterized

spanning from miniaturized sensors, to smartphones, through an increasing and inedited capacity of bandwidth and storage, requiring empowered analytics for large volumes of real-time information

integrating sensors with social networks data. This may definitely shift the meaning of what businesses mean time-tomarket towards the capability of interpreting individual customer experience through real-time offerings.

what in Table 4. 5 is classified as‘‘Crowdsourcing for user centered activities''with a prevalence of the convergence of localization features and social networks through Table 4. 4 Technological enablers of social sensing.

while remaining unobtrusive Advanced smartphone technology Devices containing, e g.,, GPS, Bluetooth and Near Field Communication (NFC) functions Increased bandwidth Large wireless bandwidth required to transmit large amount of data in real time (for example,

and minimize the cost, focusing on a high degree of automation (see also Chap. 1 of this book for storage issues for Big data) 4. 5 Social Sensing 79 mobile phones and tablets or ipad.

Table 4. 5 Social sensing domains and applications Domains Applications (sample) Crowdsourcing for user centered activities Location trends Google Latitude Google Public

Location Badge Mobile Location used with Google+Hangouts Navizon (http://www. navizon. com/)ilocalis (http://ilocalis. com/)Citysense (https://www. sensenetworks. com

, social media, 2. 0 as well as 3. 0 applications and services, the latter usually related to semantic web 38; new market signals that come out straight from end-users, by means, e g.,

The first way to take advantage from social media is to attract and maintain contacts and audience as a new source of potentially unlimited information.

, Linkedin, Facebook, Twitter, and so on, provide information about competitors'actions, customers'tendencies, and other strategically relevant dimensions.

in order to extrapolate market signals from social media. After a series of analyses on blogs and forums straightly related to its own sector, Outotec found out that all these information could have helped significantly its business to grow.

Therefore, the company decided to keep monitoring these sources, with the aim of providing new information about tendencies, preferences and opinions to decision makers.

The extrapolation of market signals from social media by a company, when associated with a shared access by decision makers,

Some distribution format, such as web interfaces or mobile services, can be integrated easily with instruments for users'interaction (comments

For many years, Marketing Intelligence Decision maker 2 Decision maker 1 Decisor Maker n Cooperation Market signals Information Sources (Web 1. 0, 2

. 0 or 3. 0 applications, Social media, etc. Market signals Fig. 4. 3 An advanced model of marketing intelligence based on cooperation and new information sources exploitation in the decision making process.

provided by different media, surveys or social media themselves. Even though all the signals were evaluated already during the sourcing phase,

Under this point of view, it can be useful to consider the Nokia's case as discussed by 40.

Nokia works in the international telecomm market, producing mobile devices, providing services and solution for worldwide dynamics

Inside Nokia's organization, benchmarking is used in order to support and guide all the development and innovation activities in many sectors (i e. logistic,

Considering social media, their diffusion opened new opportunities also in terms of benchmarking, enhancing collaborative relationships, creating new spaces for knowledge and information sharing,

In particular, the external practitioners involved in projects, frequently used Linkedin, Facebook, and Twitter also for benchmarking analysis. Especially in the open source activities or in the development communities,

the usage of social media and collaborative spaces has contributed to provide reliable source of information and platforms where people (and firms) can easily interact

and share information useful for benchmarking activities. POINT OF ATTENTION Social media provide new opportunities for benchmarking activities,

on the one hand, enhancing collaborative relationships among employees, creating new spaces for knowledge and information sharing; on the other hand, opening the boundary of a company through the involvement of external stakeholders and users, likewise.

As a consequence, Nokia's employees were able to enhance their capabilities in sharing and finding useful information through social media, opening new conversations about strategically or relevant arguments.

In particular, the areas of interest involved the open source practices, the professional use of 3d elements, software development and open innovation.

Among the instruments, blogs and wikis, forums for discussion, video services (Youtube and Slideshare), have provided dynamic and direct sources for interact and collect/share information.

as shown in Nokia's case, social media can be used proactively in order to improve the benchmarking process. 84 4 Social Listening 4. 7 Summary This Chapter shows the main characteristics that marketing intelligence activities can assume in the current competitive environment,

when the traditional value chain is opening thanks to social media and collective intelligence practices 5,

6, creating the so called value constellation 41. Considering the social listening as a core marketing driver for digital business value, the main approaches and tools of sentiment analysis and opinion mining,

In this Chapter, we have discussed further social sensing as a specific configuration of social listening, emerging from the convergence of sensors and social network technologies.

10.1145/1721654.1721691 8. Melville P, Sindhwani V, Lawrence R (2009) Social media analytics: channeling the power of the blogosphere for marketing insight.

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Tamma V (2010) Semantic web support for intelligent search and retrieval of business knowledge. IEEE Intell Syst 25:84 88 22.

Horringan JA (2008) Online shopping Internet users like the convenience but worry about the security of their financial information.

Pew Internet and American Life Project Report 23. Bansal M, Cardie C, Lee L (2008) The power of negative thinking:

analyzing predictive opinions on the web. In The Joint Conference on Empirical Methods in Natural language processing and Computational Natural language Learning (EMNLP-Conll)( pp. 1056 1064.

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Antoniou G, van Harmelen F (2008) A semantic web primer, 2nd edn. MIT Press, Cambridge 39.

GIA (2010) How Social media is Redefining Benchmarking GIA Services White paper (vol 1) 41. Normann R, Ramìrez R (1994) Designing interactive strategy:

Industries are now learning to follow the consumers'behaviors not only in their markets but also in the Web.

they are using social media to reach and communicate with companies'customers. As a result, and as the technology becomes more central in people's lives,

example of this phenomenon is the use of the personal smartphones or tablet devices, since employees can take them anywhere

both personal and business data can reside in the cloud on large servers run by giant technology firms such as Amazon and Google,

Combine this with the cloud-based social networks like Facebook (over 1 billion users), Twitter (over 500 million) and a host of smaller firms and the use of portable,

In fact, a Gartner group prediction, reported by the Economist 4, states 1 billion smartphones will be sold in 2015, up from 468 million in 2012.

as employees will be more mobile and will use own devices and services. This can lead to a better customer satisfaction as well as its corresponding financial benefits 8. Organizations that see IT consumerization as an opportunity to create a comprehensive strategy

thus, it Limited connectivity Email or IM Communications IT Department Chooses the PC Primary device is fixed IT department has the control One device, One task Management & Security inside the Firewall Moving from Moving

and communications among the enterprise's employees as well as better recruitment process by using social media platforms 9. Operational opportunities:

and knowledge by using modern channels such as social networking, chatting and blogging websites. The ability to mobilize cross-disciplinary teams on the virtual space is essential for success. Moreover

IT consumerization is a good way to simplify and decentralize security policy and security governance, a trend that is irreversible and will lead in the middle term to the falling of traditional security models. 2 Data Management opportunities:

500 mobile device users and IT decision-makers that have found that 95%of the corporations already have policies that govern the use of mobile devices such as smartphones and tablets,

there are concerns raised about the possibility of harmful software being introduced into the enterprise network by poorly protected smartphones,

since the lost smartphone can contain significant amounts of sensitive corporate data. According to Mcafee, a third of such devices losses resulted in a financial impact on the organization.

or engaging with social media so that they can have better communication and work more efficiently. However, such procedures can conflict with the enterprise's IT SECURITY policies 13.

but are connected always to the Internet. The devices also typically have no management framework and are accessing applications

and the available services such as email and calendar. 4. To enable the technology and plan deployment:

and work styles Business scenario Role Work style Work from your phone Corporate attorney Tech realist Bring your own media tablet Business manager All star

1 Work from Your Phone A corporate attorney brings his own devices, such as, e g.,, a smartphone into the enterprise environment and uses it to obtain immediate access to corporate email and calendar, communication facilities,

and in some cases, the access to some of business applications that can allow such contact.

By providing communication and social platforms capabilities through web-based apps, employees can be productive regardless of

They use their personal smartphone to read and write work email messages, schedule appointments, and send and receive instant messages.

However, only some of them are able to access work files from their phone while in their offices because of security restrictions. 5. 4. 2 Bring Your Own Media Tablet A business manager handles hectic schedules and endless lists of tasks and responsibilities.

However, with the media tablet it is possible for that manager to accomplish a lot while being out of the office.

and can be used to answer all the emails that are related to work and to solve the bending issues by conducting Instant messaging IM discussions

He she can use mobile broadband and wireless hotspots to access the Internet from the worksites.

These technologies can be used by the contractor to read email, to check work progress and status,

to connect to the corporate network through smartphone to review the latest construction documents, to conduct conference calls with others as needed,

Furthermore, he she also spends a few minutes browsing the latest news from friends on Facebook.

Additionally, throughout each day, he she can use Facebook on the laptop to communicate with friends

In addition, shoppers may spend too much time looking at the screen of a tablet or phone

going mobile, modernize the desktop, virtualize, and bring your own device. The key concerns about these strategies as well as the technologies that address the raised issues are explained in the following sub-sections. 5. 5. 1 Going Mobile Strategy Many of the nowadays employees are exploring this strategy.

They are interested in achieving productivity gains by using their own mobile devices, such as smartphones and media tablets.

However, some key concerns about this strategy have to be addressed. These include: managing a diverse mobile platform, protecting information that flows across mobile devices, adopting applications for mobile consumption,

which is based a cloud management solution that can provide a rich platform to manage Android, iphone,

since that mobile devices can access email and provide instant messaging service, calendar, voice, and other capabilities at any time and place 8. Refocusing IT on strategic initiatives.

shown in Table 5. 5 is an example of who is responsible for specific types of issues with different categories. 5. 8 Social Platforms Social media has a huge impact on not only the work environment,

For example, by the beginning of 2011, the average user of Facebook website spent 1, 400 min,

which equals to 23.3 h, on this social platform each month 5. With the vast growth of social media as a way of communication and interaction between people,

Moreover, around the world, social media and new and smart mobile devices are becoming very important in personal relationships among people in a way that makes it challenging to make separation between the technology and personal social networks.

Also, on the work side, they consider that having the ability to access consumer social networks through their personal devices,

However, at work places, 56%of employers do not allow access to non-work related resources or websites and 63%ban their employees from saving personal data and files on company's computers.

since after the success of customer directed services such as Facebook and Twitter, social networking platforms are finding their way into businesses'environments.

Such circumstances can be applied particularly to the case of young employees since this category of workers expects to have access to the same technologies at work that they are familiar with in their life as consumers.

For example, Microsoft's $1. 2bn acquisition of Yammer has positioned the software giant to introduce enterprise social networking capabilities to its existing business collaboration systems such as Sharepoint, Exchange, Lync and Office 365 17.

This acquisition by Microsoft is a clear example of the importance of social networking within work environments.

Yammer can enable companies to offer their employees functionalities that are similar to Facebook and Twitter and at the same time to work in accordance to the security standards of the enterprise firewall and can be integrated with other systems at the enterprise that are managed by a company's own IT department.

It is accepted well and regarded by the experts who follow the enterprise social networking market. The employees who use Yammer can set up user profiles,

send and receive‘‘tweets''like messages, participate in discussion forums and receive information about what their colleagues are doing.

-and-drop and touch-screen user interface that a person can use to arrange calls, conference conversations, videoconferences,

Moreover, it is possible to add personal Facebook profiles to the system in addition to those that can be added from the corporate directory.

without facing the complexities associated with traditional videoconferencing 4 The case studies introduce some of the topics further discussed in Chap. 6 on Digital Work and Collaboration. 5. 8 Social Platforms 107 systems.

and employees are already bringing to work such as tablets and smartphones. Moreover, with its one-X software for smart phones, Avaya also allows its employees to make the mobile phone acts as an extension of the corporate network.

That means employees can transfer calls from their desk to their mobile phones as they are leaving their offices

or take a call on their mobile while they are on their way into the office

and transfer it to their desks when they get there 18. POINT OF ATTENTION: Companies have realized already the potential advantages of IT consumer related products that are being brought to the offices,

It provides support to any employee-owned Apple and Android phones, and tablets that meet its minimum operating system requirements.

This category includes e-mail, instant messaging, fax machines, voice mail and web publishing tools. The second class is the electronic conferencing tools, in which,

they provide more interactive methods of sharing data and information. This type typically includes teleconferencing and videoconferencing tools.

However, new technologies have emerged in order to have more interactive techniques for conferencing and data sharing. Examples of these technologies comprise data conferencing

and it is supported by technologies such as electronic meeting systems, videoconferencing systems and instant messaging software applications like email and chat programs.

blogs and workflow management system to have done the work. Different Time (asynchronous) and Same Place (collocated

This capability of digital collaboration is empowered by the wide spread use of internet by people.

Today, many technologies exist to support long-distance teamwork on any aspect of a group project by only using the internet as a way of information sharing.

track versions and provide them with other videoconferencing capabilities, which all occur via the Internet 8. The new development in the field of digital collaboration tools has opened the opportunity to solve problems such as:

sharing large digital files among team members that are located in different geographical locations; keeping databases that are being used by different users in different locations synchronized and up to date;

such as email and instant messenger functionalities. Messaging systems use the available networks and computing assets that are shared by the company

email and instant messaging, which enables person-to-person communication; email list which provide the space for small group discussions;

forum and chat services, which give the opportunity for large group discussions. Despite its benefits for the organization, electronic messaging systems cannot be fully secure and reliable,

However, electronic meeting systems need to be distinguished from classic groupware and from web conferencing systems.

Moreover, web conferencing systems and electronic meeting systems complement each other's capabilities during the online conference or workshop.

EMS systems extend the web conferencing system by providing tools that enable interactive production and documentation of group results.

In contrast, web conferencing software complement EMS with screen-sharing as well as the ability for the voice interaction functionality that is necessary in synchronous online conferences and does not exist in EMS 12.

The ability of the internet to provide easy access to remote materials. The previously high demands for specialists have been cut greatly by utilizing systems that can be supported by its regular users.

Users became more familiar with web conferencing tools which helped in overcoming the traditional cultural barriers that hindered the use of such systems.

The cost of such systems before using the web has been reduced, likewise. The number of people who can work on systems simultaneously

Examples of such systems include bulletin board, email, online forums or polls, 6. 4 Digital Collaboration Systems and Ideas 121 blogs, wiki pages, newsgroup, social networking

sites and shared calendars 14. Nonsynchronous conferencing offers its members the flexibility and control over the time dimension they need to produce an artifact.

as long as there is access to the conference or the forum through the internet. This feature may be considered as an advantage for those who work from home or other geographical locations.

and Information technology 4. 6. 4. 5 Social Software and Collaborative Systems and Tools Nowadays, people are using social networking massively.

This is happening because of the increasing role of the internet in enabling communication between people. Traditional forms of communications

such as telephones, mail and even face-to-face meetings, are slowly being replaced by computer based systems where different kinds of socialization are enhanced through media sharing, reflection on past experiences and a bundle of additional services, supporting

Software products such as email calendaring, text chatting, wiki, and bookmarking belong to social software category. However, when these applications are used at work to facilitate the accomplishment of business tasks, processes and objectives,

Microsoft Sharepoint, IBM Lotus notes and Google apps for business. The latter one contains many useful applications such as Google doc for file sharing among team members,

Google Calendar for scheduling meeting at times that works for everyone with features such as reminders, Google Drive for storing, sharing

and accessing files from everywhere, Google Sheets that enable spreadsheet 6. 4 Digital Collaboration Systems

and Ideas 123 management with easy charts and discussion style comments, and finally, Google Slides that allow users to create presentations together.

Also, Siglin 17 has provided examples of other video collaboration software. The first one is provided by Accordent Inc.

Skype This application is a free voice over internet Protocol (VOIP) service and instant messaging that is developed by the recently acquired company by the software giant, Microsoft.

calling and video conferencing over the internet; train team members on using software using screen sharing ability with others;

instant text messaging from computer to computer; conduct meetings and conferences. Dropbox Dropbox is a file hosting service that offers many capabilities such as cloud storage and file synchronization.

sending and sharing files that are large to email. Google Drive and Google docs Google Drive is a file storage

and synchronization service provided by Google and it provides users with features related to cloud storage, file sharing and documents editing in a collaborative manner.

In this service, the files shared publicly on Google Drive can be searched with web search engines. Google docs is a freeware web-based office suite offered by Google within its Google Drive service.

It allows users to create and edit documents, spreadsheets and presentations online while collaborating with other users live.

With Google docs users and companies can do the following: create, collaborate on, share and edit documents online;

and then access them from a Web browser or their local device. It allows users to keep the files private,

and share Microsoft office documents directly within a Web browser. It provides the ability to integrate with Microsoft office and outlook.

Users can share the documents on social networks. It supports geo-location data for photos uploaded onto the service.

Notes can be shared with other Onenote users over the Internet or a network and it is available for different operating systems.

Also, Microsoft offers a web-based 6. 4 Digital Collaboration Systems and Ideas 125 version of Onenote as part of Skydrive or Office Web Apps, providing users with ability to modify notes via a Web browser.

This software allows companies and users to: create notes, outlines, clippings of websites, and collections of images;

share and collaborate the created notes; access the notes from mobiles, Web or desktop devices;

outlines collaborative presentations; maintain a shared repository for research and project notes; maintain a digital field journal. 6. 4. 6 Online Communities Online community represents a virtual community that exits on the internet

and the participants in this body are interacting with each other remotely. They are websites that are organized by their own members who can access interactive discussions

and share documents and media files 4. These communities can be represented by information systems that allow members to post content

or to let a limited number of members to start posts or new subjects, such as Weblogs.

However, noteworthy sociotechnical change may have arisen from the fast spread of such Internet-based social platforms 18.

a community or‘‘crowd''that is often coordinated over the internet is invited to participate in tasks normally accomplished by companies or group of specialists.

and intelligence to identify distorted words on websites. Moreover, many other websites such as Google books and the New york times, use this kind of service for text digitization 22.

Nevertheless, despite its powerful features, many research areas related to Crowdsourcing need to be covered. It is important to study the possibilities and limitations of crowdsourcing.

and it is about using humans'abilities to detect the meaning of distorted words on websites.

processing and understanding abilities to identify two unclear words on websites they use. The distorted words were chosen from scanned books and digital archives,

and enter the two words into specified fields at the websites, in order to identify themselves as humans and not automated services or programs,

crowdsourcing provides an effective way of humans'collaboration that can participate positively in the project success. The second case study discusses the digital collaboration in educational webinars.

This word is combination of‘web'and‘seminar 'which refers to a seminar that is conducted over the web.

This technology provides a platform for people to communicate and collaborate over separated geographical locations by using the internet as a two-way of information and data sharing,

which would lead to higher effectiveness and involvement by the participants. The Webinar platform is entering the education field after it proved its effectiveness in the business arena.

This technology is investigated by 25, in which the authors studied the impact of using webinar in the field of education.

In their research, they explained Campus Connect Initiative as a project that was launched in 2004 by Infosys Technologies Ltd as a partnership between industry

Examples of these limitations include the storage capacity, the speed of the internet and issues related to security.

Wikipedia. http://en. wikipedia. org/wiki/Collaborative software 17. Siglin T (2011) Video collaboration tools. Streaming Media, pp 60 64 18.

Doan A, Ramakrishnan R, Halevy AY (2011) Crowdsourcing systems on the Worldwide Web. Commun ACM 54:86. doi:

humanbased character recognition via web security measures. Science (80-)321: 1465 1468 25. Verma A, Singh A (2010) Webinar education through digital collaboration.

J Emerg Technol Web Intell 2: 131 136. doi: 10.4304/jetwi. 2. 2. 131-136 References 131 Chapter 7 Digital Business Identity Abstract This Chapter explores the identity challenges for businesses both as security

and privacy issues. Furthermore, digital identity will be discussed also with regard to brand management in current digital ecosystems,

Furthermore, the advent and the actual leadership consolidation of companies such as Facebook, Twitter, or Google, allow creating digital business as a platform exploiting the above infrastructure.

In a sense, the shift from value chains to value constellations, outlined by Normann and Ramìrez 1 in the last decade of last century, has been followed by a consequent shift from a concept of market as related to more or less stable industries,

As pointed out by Aral et al. 7 social media platforms raise significant management questions such as, e g.,

Apart from IT consumerization, other phenomena such as the diffusion and pervasivity of social networks and mobile services (discussed in Chaps. 3 and 4,

the revenue of a phishing advertised by email spam is the sum of the money withdrawn from the accounts of the subject that is victim of the phishing activity.

a conclusion from the study is that public and private spending should be focused less on defense of computer crime (i e. antivirus, firewalls etc.)

and offline markets for understanding the role of IT for competitive advantage in the two kind of channels 22.

The results have shown that the competition has variability across products, with a relevance to Internet retailers of selling niche products.

In recent years, the diffusion of social networks and 2. 0 applications have raised their relevance to companies aiming to carry out differentiation strategies, with a consequent effect, in particular,

social media, into their‘‘marketing playbooks, ''in order to design and deliver effective brands strategies, considering the four key qualities shown in Fig. 7. 3. It is worth noting that,

Indeed, in recent years, we have assisted to a specific interest by researchers in investigating the role of employees about the management of reputation by businesses in social media 24.7.4 Case studies In this Section we discuss case studies illustrating issues related to digital business identity

web and email addresses. As for this issue, according to an independent study commissioned by Talktalk Business, a United kingdom (UK)' s leading provider of B2b data Offer and communicate a clear,

incorporating social media in marketing playbooks. Elaborated from 23 140 7 Digital Business Identity networking and telephony solutions, 3 even small changes to a company's phone numbers

email and web addresses may lead to an increase number of business prospects, e g.,, for Small and medium enterprises (SMES) 26.

, new regulations, impacting on narrower aspects such as telephone numbers, email and web address, in order to avoid loss in revenue and‘‘contacts''with customers.

The 5 months campaign, beginning in February 2009, used a combination of digital tactics, surrounding dedicated trail runners with messages on their digital networks, advertising on top running sites (e g.,

According to 28, the campaign gathered 3. 1 million paid media impressions and 100,000 social media impressions,

that is the web community‘‘my Nutella The Community''promoted in Italy in early 2004 by the firm Ferrero, an Italian based worldwide manufacturer of chocolate and other confectionery products5.

it can be considered a kind of pioneer experience and a sort of‘‘template''to digital business identity in the current outer context of organizations, where social networks such as, e g.,

, Facebook, enable in an inedited way the self-exposure of 2. 0 empowered consumers. As for these issues, echoes of these arguments coming from an early 2. 0 experience can be found, e g.,

, in some of the recommendations resulting from a research by Malhotra et al. 30 on how to create brand engagement on Facebook.

such as telephone numbers, email and web addresses, etc. and savvy investments on digital media in the outer context of organizations;

how globalisation, cloud computing and social media enable you to create an unfair advantage. Egxacting 7. Aral S, Dellarocas C, Godes D (2013) Introduction to the special issue social media and business transformation:

a framework for research. Inf Syst Res 24:3 13. doi: 10.1287/isre. 1120.0470 8. Hyman P (2013) Cybercrime:

managing employees and reputation in social media. J Mark Manag 1 26. doi: 10.1080/0267257x.2013.813577 25.

Malhotra A, Kubowicz Malhotra C, See A (2013) How to create brand engagement on facebook.

10.1007/978-3-319-04307-4 8, Springer International Publishing Switzerland 2014 145 instance, the internet and other communication systems have developed

Social networking software and argumentation systems are just two examples of the ongoing research in this important area of digital governance.

The concept that the IAM is based upon is to bring a group of participants together via 1 See also the discussion about Crowdsourcing in Chap. 6. 146 8 Digital Governance invitations over the internet

, to web existence of firm, since sometimes, web teams and business divisions within organizations tend all to claim the ownership of the organizational web presence.

Indeed, the web teams feel they should take the control over the websites and social channels because they feel they have the skills

and knowledge to maintain the quality of web presence. Similarly, business managers and employees think Table 8. 1 Governance benefits for risks associated to key decision making areas Key decision making areas Risks Governance benefits Identifying the relevant decisions Misdirected effort

Good governance allows to identify the decisions that have a real impact on organizational goals,

8 148 8 Digital Governance that they should own this ability over their parts of the website

which includes not only the core web team and business stakeholders but also the web managers within the organization and deep and rich support infrastructure that can include legal department, business experts and ICT specialists as well as external vendors.

Most importantly, those team members need to realize that they are stewards of the digital presence and not the owners of service.

and federal web managers council 16. Although these recommendations were created to be applied in US government offices,

which were characterized by the economic changes created by the advent of the Internet, new post-industrial technologies and the opening of markets 7 with the gradual spread of dynamics such as outsourcing and the offshoring of many business activities,

many companies with a registered domain on the Web were aimed entirely at attracting as many users as possible to their websites,

However these companies lacked a business model that could convert the number of users who visited their sites in cash flows and profits.

and extension of the economic transformations made possible by the Internet and new digital technologies.

In particular, the web offers unique and unprecedented meeting and exchange opportunities between companies and customers.

Web servers can monitor and record the navigation of millions of users and produce in real-time pages with a highly personalized content based on the profile and preferences of the single user.

, web-based supply chain management 176 9 Reinventing Business models systems, online commerce, interactive customer service) that enable the creation of value not only through the reduction of costs,

The Internet, however, proved to be a destructive force for many companies, completely transforming entire sectors,

In fact, the advent of the Internet has challenged the traditional way of doing business, as it has,

A clear example of the overwhelming impact of the Internet is given by the Table 9. 7 Comparison between the industrial

Companies are called to deal with the Internet and the opportunities of electronic commerce, but, to be able to acquire the benefits,

Table 9. 8 identifies a number of attributes that make the Internet and electronic commerce disruptive innovations 40.

and exploit economically these specific attributes of the Internet and of electronic commerce and their success depends mainly on the ability to build a business model that can capitalize on these particular characteristics.

organizational or market-related) that enables a company to benefit from the disruptive attributes of the Internet

Among the successful examples of innovation of a business model that can profitably make use of some of the above features of the Internet as a disruptive innovation we can mention Dell's build-to order and direct sales model,

ebay's and Priceline'reverse auction system, the Amazon affiliate network, and online virtual communities (e g.

Yahoo! 41,42. 9. 5 The Business model in the Information and Communication Economy The consolidation of the information and communication economy is the culmination of the process of evolution that had the service economy gradually replaced the industrial economy,

The producers of Table 9. 8 Characteristics of the internet as a disruptive innovation Elements of discontinutiy Description Open platform The internet represents an open and public network

and exchange The Internet allows information to reach a large number of people without sacrificing the quality of the information content

and characteristics of the products and services offered by the various competitors Industry extension The value creation made possible by the Internet

In fact, the search engines like Google and Yahoo! are some of the most visited websites and they make money thanks to sponsored links and paid advertising;

what they sell is really just the attention of people who use them, so the larger their user base, the higher the revenue,

180 9 Reinventing Business models such as the telephone, the fax and internet access, are a clear example of products displaying network externalities.

Therefore, the use of these technologies is not possible until a critical mass of users is reached not.

One of the economic models that are most popular among Web 2. 0 companies, which exploits the peculiarities of the information economy, is the so-called‘‘freemium''(combination of‘‘free''and‘‘premium'')

harnessing the power of business webs. Harvard Business school Press, Cambridge 18. Amit R, Zott C (2001) Value creation in E-business.

Afuah A, Tucci C (2003) Internet business models and strategies. Harvard Business school Press, Boston 30. Johnson MW, Christensen CM, Kagermann H (2008) Reinventing your business model.

Anderson D, Lee HL (2000) The Internet-enabled supply chain: from the‘‘first click''to the‘‘last mile.''

Internet Res 11: 349 359 42. Winer RS (2006) Marketing management, 3rd edn. Pearson Prentice hall, Upper Saddle River 43.

and ideas to keep in the innovation radar. 10.2 Instabank Instabank 3 is a Mobile Banking app developed by a Russian Start-up in collaboration with VTB Bank, a leading Russian Financial institution.

It is designed as a mix between the style and appearance of ios with the convenience of Facebook.

and allows to keep easy track of movements in a visualization similar to the timeline in Facebook.

Furthermore, it lets subscribers to link banking information with social networks allowing quicker transfers or direct use of Facebook wallet.

and request money to friends through Facebook messages, even if they don't have an Instabank account,

born out of the experience of the founders with traditional mobile banking apps. One of the developers has an engineering background

and experience on Google software, developed at the IBM Research Lab in Haifa, while his two partners both have extensive experience in the banking industry.

sending a Facebook message with a payment to a friend is an easy way to make a transfer.

the American banking application developed with a‘‘mobile-first''approach, launched in 2012. The features are similar,

and analyzes large amounts of real-time mobile location data, collected through mobile phones, GPS, Wifi, cell tower triangulation, RFID and other sensors.

Using powerful machine learning algorithms, it provides extremely accurate profiling and segmentation of consumers based on habits and spending preferences.

other than Google or Facebook, does. The simple idea behind Macrosense and the other related services developed by Sense networks is that actual behavior is a very good predictor of future behavior.

Back then location data was increasing thanks to the diffusion of mobile phones, which soon became smarter and smarter

Billguard automatically scouts the web, using crowdsourced data to harness the collective knowledge of millions of consumers reporting every day about billing complaints

The management team is composed of data scientists, mathematicians, security experts and industry specialist, supported by the investments of some of the founders and CEOS of Google, Paypal, Verisign and Sun microsystems.

web-based or networked media, or applications running elsewhere. Digitization of physical content is also possible by scanning paper documents with a smartphone camera.

Content of the session can be shared and stored easily in the virtual meeting space. 10.5.1 Developer Oblong was founded in 2006 as a spin-off of the MIT Media Lab project by John Underkoffler,

besides a good internet connection there is no major requirement for installation. 10.5.2 Applications The interactive setting makes meetings

and an internet connection. 10.6.2 Applications The interactive and game-like experience of Tykoon make it a very appreciated application by those who are using it.

and monitored through Smartphone-enabled mobile sensing systems. In Table 10.13 the time-to-market competitiveness appears to be high

and, directly from his notebook, table or smartphone, he can complete the payment online with very few steps.

and especially for utilities and telecommunications. Indeed, automatic payments are denied often from the bank, reminders reach the customers much later

On the Mobile Payments side, the ios and Android app, on the one hand, allows customers to pay with their smartphone, with no need for cards or cash, reducing by 10 s the single transaction;

Furthermore, we have analyzed the challenges to digital business innovation by the diffusion and convergence of mobile services, sensors technologies, and social networks.

digital services, social networks, sensors, and IT Consumerization, likewise. Besides the benefits, collaboration contributed to‘‘open''work practices,

Turk, 127,128 Media, 47,54, 63 Mobile applications, 48,50, 55 59,62, 64 Mobile payment, 205 Mobility,

Social influence, 51,54 Social listening, 67,68, 72,78, 80,85 Social media, 5 Social network analysis, 69 Social software, 123 Software as service (Saas), 24

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