Fuzzy Boundaries, Strange Negotiations

In 1997, attempting to focus attention on the imploding boundaries between organism and machine Mizuko Ito wrote about multi-user dungeons (MUDs). These are communities where people who have created online personae come together as a virtual community and act out roles in ways that they imagine this person would. Whilst others have extolled the virtualness of these online worlds (Benedikt, 1991; Heim, 1991; Rheingold, 1995), Ito showed us that there are other ways of seeing that reveal these worlds as a “complex interaction between a network of various ‘real world’ material technologies as well as the cultural capital of its users and designers” (Ito 1997, p. 91). Whilst much of Turkle’s (1996) book focuses on life beyond the screen and people’s behavior in what many see as the virtuality of cyberspace, towards the end of the book, she hints that there is a physical world that these “cyberplayers” are bound to and will ultimately die in (1996). In a rather more pragmatic vein, Cringley reminds us that some one has to do the wiring, that there is a complex material technology beneath all this. It is this interplay between the virtual and material technologies that I wish to explore here.

Web Management and Usage

This chapter seeks to apply learning from the fields of social theory and information systems to the specific context of the Internet. Key to this understanding is the extent to which the scope of information systems (IS) analysis is often seen to be problematic: IS “problems” are frequently “solved” by redefining organizational and human issues in technical terms, and developing the necessary technical solution. Studies on which this chapter are based have raised significant questions regarding such approaches, exposing many IS developments as not susceptible to a technical solution, but exhibiting complexities stemming from high levels of human activity. Arguably, such findings are of particular importance in Web development and management, depending as it does on the understanding and commitment of users who are often remote from and external to the organization. A clue to how such complex, human-centered issues may be dealt with is to be found in the scoping of these studies which, in systems terms, implies a need to assess the system boundary. Within this chapter an approach to such boundary setting is described, together with the way in which this may be used to inform choice of intervention strategy.

An Accounting Framework for Identifying Internet Abuse

Current accounting methods used by companies do not charge departments appropriately for Internet usage. The problem is compounded because information technology (IT) departments have lacked the ability and process to track Internet usage. Currently time and costs for Internet usage by departments are often allocated based on head count or perceived usage. This crude allocation method could result in disproportionate allocation and charges, some departments being attributed more than their share while other departments get “free rides.” This paper recommends the use of an activity-based costing system for budgeting the costs associated with Internet usage. The costs thus budgeted can then be compared to actual costs to arrive at a variance. If such variance is unfavorable, and it is significant, then managers should be penalized as this could reflect abuse with respect to Web usage. Penalization could take the form of reducing departmental incomes by the variance. If managers are evaluated on departmental earnings, then there will be an incentive to investigate the problem and take remedial action.

Universal Site Accessibility

At least 15% of the American population has a disability (Kaye, 1998); some estimate it is as high as one in five. For research studies, the United States government usually defines the term disability as a limitation in a person’s major life activities during daily living, working, and attending school (Job Accommodation Network, 1992).1 Assistive technologies—the tools that help individuals complete their daily tasks—serve as adjuncts that help to bridge the gap between dependence and self-reliance. Webmasters2 have their tools, too. They use software that enhance the sites and make them interesting. While Web usability specialists place emphasis on completing tasks, the purpose of some Web sites may be more about evoking a “wow” response, and less about imparting information that visitors can use. On occasion, being able to access these Web pages requires that users go to a third-party Web site and download plug-ins to listen to an audio file, watch a video clip, or read downloaded documents. For people with disabilities, however, many of the Web sites inadvertently establish barriers that could be prevented.

Reducing Legal, Financial, and Operational Risks

The increased reliance on the Internet exposes organizations to a number of legal, financial, and operational risks through inappropriate workplace information technology (IT) behaviors. This article explores these IT workplace behaviors and how Web and e-mail usage can be effectively aligned with business priorities while allowing for some personal use. The development of alignment is explored through the discussion of eight organizations, six small/mid-sized and two large. The organizational responses converged in policies and processes for controlling actual or potentially detrimental IT workplace behaviors, thus reducing the risks. Alignment is achieved through Internet policy management (IPM), which integrates an enterprise-wide written Internet usage policy (IUP), effective communication of the IUP and enforcement through Web and e-mail content monitoring/filtering software.

Classifying Web Usage Behavior in the Workplace

The ubiquitous nature of the World Wide Web (commonly known as the Web) is dramatically revolutionizing the manner in which organizations and individuals alike acquire and distribute information. Recent reports from the International Data Group indicate that the number of people on the Internet will reach 320 million by the year 2002 (Needle, 1999). Studies also indicate that in the United States alone, Web commerce will account for approximately $325 billion by the year 2002.

Predictors of Internet Usage for Work Tasks

Introducing and capitalizing on the Internet for business gain is engulfing modern day business thought. Yet little is available to guide the decisions of organizational leaders on issues around workforce usage. This chapter begins to close the gap by presenting the findings of a new empirical study, which specifically targets the factors associated with Internet usage for work tasks. A framework is presented to help organizations manage the usage of the Internet. It contains both person and situation factors which are associated with higher Internet usage. This work is based on the view that implementation of the Internet into the workplace is analogous to other forms of organizational change, in that people form a key success criteria.

Managing Large Modules - E-mail or Web Sites

This chapter addresses issues concerning the suitability of particular media as mass communication tools in an UK higher education setting. It looks firstly at the use of e-mail as a communication method whilst managing two large modules. The paper then goes on to examine the use of a Web site to provide a mass communication method more suited to the needs of both the staff and the students.

The Measurement of Telecommuting Performance

Telecommuting provides various benefits to a number of constituents. However, the rate of telecommuting implementation is low due to the difficulty of measuring telecommuting performance. A new approach is needed to measure telecommuting activities. This paper analyzes the characteristics of telecommuting in order to establish a clearer understanding of the many facets of telecommuting. Based on this analysis, a conceptual framework for measuring its performance is presented.

Organizational Impacts and Social Shaping of Web Management Practice

The extraordinary growth of individual and organizational use of the Internet, particularly the Web, during the past decade has led scholars to question the social impacts of this incredible technology diffusion. In this chapter, I discuss a currently under-explored aspect of the social impacts of Web usage–the impacts of ongoing Web information system management (Web management) on the organizations and employees that maintain commercial Web sites (Web managers). This chapter is organized in the following manner. In the first section, I describe how this chapter supports the book’s theme. I then introduce key principles of social informatics and my general research approach and discuss the objectives of the study. In the second section, I define key constructs, review relevant literature, introduce the study’s theoretical framework, and summarize the methodology. In the third section, I describe the research results. In the fourth section, I draw on the data to present a summary model of Web management, suggest specific improvements to Web management practice, and discuss future impacts of Web information systems (Web IS) and trends in Web management. I conclude the chapter with sections on future research and final comments.