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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

CHAPTER 4E-ENVIRONMENT

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Learning outcomes Identify the different elements of an

organization macro-environment that impact on an organization e-business and e-marketing strategy

Assess the impact of legal, privacy and ethical constraints or opportunities on a company

Assess the role of macro-economic factors such as governmental e-business policies, economics, taxation and legal constraints.

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Management issues What are the constraints placed on

developing and implementing an e-business strategy by thee-environment?

What factors influence the adoption of new digital media and how can we estimate future demand for online services?

How trust and privacy can be assured for the customer while seeking to achieve marketing objectives of customer acquisition and retention?

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Macro-environment (SLEPT factors)

Micro-environment (e-marketplace)

Social The organization

Legal, ethical It’s customer

Economic Its suppliers

Political Its competitors

Technological Intermediaries

Factors in the macro- and micro- environment

Figure 4.1 ‘Waves of change’ – different timescales for change in the environment

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

SLEPT Factors/PEST Factors Macro-environment

Social:Include the influence of consumer

perceptions in determining usage of the Internet for different activities

Legal: Determine the method by which products can be

promoted and sold online Governments, on behalf of society, seek to

safeguard individuals right to privacy

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

SLEPT:

Economic:Variations in the economic performance

in different countries and region affects spending patterns and international trade

Political:National governments and transnational

organizations have an important role in determining the future adoption and control of the Internet and the rules by which it is governed

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

SLEPT

Technological:

Changes in technology offer new opportunities to the ways products can be marketed

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Factors governing Internet adoption Cost of access Value proposition Ease of use Security Fear of the unknown

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Internet Access

Consumers and businesses who uses Internet vary according to countries

Within each country, adoption of the Internet vary significantly according to individual demographic characteristics

Broadband adoption

Figure 4.2 Global variation in number of PCs per hundred population and percentage Internet access in 2004Source: ITU (www.itu.int/ITU-D/ict/statistics/)

Figure 4.3 Variation in demographic characteristics of UK Internet users: (a) gender, (b) age, (c) social gradeSource: eMori Technology Tracker – www.mori.com/technology/trackerdata.shtml

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Consumers influenced by using the online channel Psychographic segmentation

Realistic enthusiasts Confident brand shoppers Carefree spenders Cautious shoppers Bargain hunters Unfulfilled

Figure 4.4 Percentage by category who bought offline after researching onlineSource: BrandNewWorld: AOL UK / Anne Molen (Cranfield School of Management) / Henley Centre, 2004

Figure 4.5 Development of experience in Internet usage

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

B2B Profiles

The percentage of companies with access

Influenced online Purchase online

Figure 4.6 Percentage of businesses that order onlineSource: DTI (2004), Fig 7.3a

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Why personal data are valuable?1. Contact information2. Profile information3. Behavioral information (on a single

site)4. Behavioral information (on multiple

site)

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Ethical issues and data protection

Ethical issues concerned with personal information ownership have been usefully summarized by Mason (1986) into four areas:

1. Privacy – what information is held about the individual?

2. Accuracy – is it correct?3. Property – who owns it and how can ownership be

transferred?4. Accessibility – who is allowed to access this

information, and under which conditions?

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Ethics – Fletcher’s view Fletcher (2001) provides an alternative

perspective, raising these issues of concern for both the individual and the marketer:

1. Transparency – who is collecting what information?

2. Security – how is information protected once collected by a company?

3. Liability – who is responsible if data is abused?

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

The eight principles for data protection

Fairly and lawfully processed; Processed for limited purposes; Adequate, relevant and not excessive; Accurate; Not kept longer than necessary; Processed in accordance with the data subject's

rights; Secure; Not transferred to countries without adequate

protection.

www.dataprotection.gov.uk

Figure 4.7 Information flows that need to be understood for compliance with data protection legislation

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Anti-spam legislation

To protect individual privacy and with intention of reducing spam or unsolicited commercial e-mail (UCE)

‘Sending Persistent Annoying e-Mail’ Anti-spam legislation can be viewed at

http://www.spamlaws.com

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Avoiding SPAM

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Regulations on privacy and electronic communications Privacy and Electronic Communications

Regulations (PECR) Act1. Applies to consumer marketing using

email or SMS text messages2. Is an ‘opt-in’ regime3. Requires an opt-out option4. Does not apply to existing customers

when marketing similar products5. Contact details must be provided

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Regulations on privacy and electronic communications

6. The ‘From’ identification of the sender must be clear

7. Applies to direct marketing communications

8. Restricts the use of cookies

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Understanding cookies

A data file placed on your computer that identifies an individual computer Persistent Temporary or session First-party Third-party

Cookies are stored as individual text files dave_chaffey@british_airways.txt FLT_VIS\K:bapzRnGdxBYUU\D:Jul-25-1999\

british-airways.com\0 425259904 293574 26 1170747936 *

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Using Cookies

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

What are cookies used for?

Personalizing a site for individual Online ordering systems Tracking within a site Tracking across sites

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Viral e-mail marketing

To reassure web users about threats to their personal information

TRUSTe ISIS – a UK accreditation initiative getsafeonline

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

TRUSTe and ISIS

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Checklist of compliance

Follow privacy and consumer protection Inform the user Ask for consent for collecting sensitive personal

data Reassure customers by providing clear privacy

statements Let individual know when cookies are used Never collect or retain personal data Amend incorrect data Only use data for marketing Provide the option to stop receive information Use appropriate security technology

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Legal – Sparrows eight areas1. Marketing your e-commerce business 2. Forming an electronic contract 3. Making and accepting payment 4. Authenticating contracts concluded over

the Internet5. E-mail risks 6. Protecting Intellectual Property 7. Advertising on the Internet 8. Data protection.

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

1.Marketing your e-commerce business Domain name registration Using competitor names and trademarks

in meta tags Using competitor names and trademarks

in pay-per-click advertising Accessibility law

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

2.Forming an electronic contract E-commerce sites must contain easily

accessible content that clearly states The company’s identity including address The main features of the goods or services Prices information The period for which the offer or price is

valid Payment, delivery and fulfillment Substitution

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Economic/Political Ensuring companies competitive

Funding for education and technology Promoting new technology e.g. broadband 12% in UK, 70%

Taiwan, South Korea Achieving government efficiencies

E-government – all UK services online by 2005 Singapore ‘Intelligent Island’

Taxation regimes Legislation for offshore trading.

Figure 4.8 A framework describing the e-economySource: Booz Allen Hamilton (2002). International E-Economy: Benchmarking The World’s Most Effective Policy for the E-Economy . Report published 19 November, London.www.e-envoy.gov.uk/oee/oee/nsf/sections/summit_benchmarking/$file/indexpage.htm © Crown copyright 2002

Figure 4.9 Leaders and laggards in e-commerceSource: © 2005 Adapted from Economist Intelligence Unit data © 2005, Economist Intelligence Unit

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

E-commerce and globalization The increase of international trading and

shared social and cultural values Language and cultural understanding English becoming the lingua franca of

commerce Tailoring e-commerce services for

individual countries or regions

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Localization

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Political factors

Promoting the benefits of adopting the Internet

Enacting legislation to protect privacy or control taxation

Providing guidelines and assistance for compliance with legislation

Setting up international bodies to coordinate the Internet

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

E-government

The application of e-commerce technologies to government and public services

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Technological issues Need to be able to assess new innovation Rate of change

Which new technologies should we adopt? Monitoring for new techniques Evaluation – are we early adopter Re-skilling and training

Are our systems secure?

Figure 4.10 Diffusion–adoption curve

Figure 4.11 Example of a Gartner hype cycleSource: Gartner (2005) Gartner’s Hype Cycle Special Report for 2005

Figure 4.12 Alternative responses to changes in technology

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Activity 4.1 List all the social, legal and ethical issues

that the manager of a sell-side e-commerce web site needs to consider to avoid damaging relationships with users of his or her site or which may leave the company facing prosecution.

You can base your answer on issues which may concern you, your friends or your family when accessing a web site.

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Dave Chaffey, E-Business and E-Commerce Management, 3rd Edition © Marketing Insights Ltd 2007

Activity answer – this lecture Cookies – laws and consumer perception on

placing these Are we limiting access to information from certain

sections of society (social exclusion)? Privacy of personal information entered on a web

site Sending unsolicited e-mail Replying promptly to e-mail Copyright Site content and promotional offers/adverts are in

keeping with the different laws in different countries

Providing text, graphics and personality in keeping with social mores of different countries