The Intranet - Chapter 1

 

Chapter 1

INTRODUCTION

  

This chapter shall discuss the problem that the study want to address as well as the circumstances related to the study. The researcher would also provide the hypothesis that shall be examined and tested in the course of this study. This portion of the research will also define the limitation and the aspects covered as well as the importance of the study to the current field of intranet technology. The researcher shall also provide definitions of the terms used in the study.

 

Background of the Study

 

 

Confusing Intranet with Internet is natural -- the technology, like the spelling, is nearly identical. Both require the same network protocol (TCP/IP) and both use email and World Wide Web standards. (Christensen, 1996) The Intranet is essentially a private Internet operating on your company's internal network. Intranets exploit the incredibly popular and low-cost Internet tools to gain strategic advantage over competitors, cut costs, and improve operational effectiveness. An Intranet typically has three features lacking on the Internet, speed, security, and control. The said technology has a broader bandwidth than the latter. Likewise, the system is more secured since it has a private internal network (LAN/WAN), protected from Internet users by a firewall. In addition, it could also be more manageable compared to the Internet since the enterprise network management to ensure reliability.

Furthermore, the Intranet can be viewed as an information utility for the enterprise. (Christiansen, 1996) It doesn't matter whether one uses a Mac, Windows or a UNIX workstation – it is plugged in to the Intranet and find what you need, from documents to email to data to audio and video. Corporate and department information is accessed via the standards of the Internet: e-mail, WWW, file transfer, and other Internet services. The information utility concept has broad appeal. It enables everyone to be a 'knowledge worker' by providing real-time information access to all published documents and data in the corporation. The rapid and near-universal adoption of Internet standards is producing an avalanche of new products and refurbished, web-enabled applications from all major applications vendors.

Physically, an Intranet is formed by linking the various pieces of information and communications technologies that an organization owns or uses; interconnected in such a fashion that all the resources of the organization are readily available to anyone who needs them, wherever and whenever they are needed. (Gareiss, 1996) These resources that are linked together are not merely the physical devices such as computers or fax machines. The data that is stored in or accessed through the physical devices are resources too; as are the software applications that can operate on and manipulate those data resources.

 

An Intranet encourages the members of the organization to make better and more informed decisions. (Gareiss, 1996) An Intranet encourages and supports more effective use of people by people and should support faster and more efficient decision making processes. To repeat the point: An Intranet weaves together three essential components; tangible resources such as computers, intangible resources in the form of data and, most important of all, the experience and knowledge of people within the organization.

 

Moreover, an Intranet achieves its purposes by providing a small number of common but very generalized software tools of great power and flexibility, rather than a large range of discrete specialized power tools that cannot work effectively with each other. Intranets are therefore mechanisms for harmonization and integration. (Gareiss, 1996) The key issues here are experience and knowledge. A well designed Intranet should make it possible for an organization to gain better access to its primary resource: the knowledge and experience of the individuals who work within it. A well-designed Intranet should be an enabling technology. A well designed and properly implemented Intranet is a creative and empowering tool for the entire organization that permits any individual to bring the entire resources of the organization to bear on any specific task they undertake and to bring their own resources and expertise to bear upon the general purposes of the organization with greater effect.

 

The study would be assessing the intranet system of Mosscare Housing LTD (MC). It was chosen as the case study for the project due to its easy accessibility of information and largely traditional structure. There are several definitions of Intranet, but they all generally refer to network activities where protocol replaces physical items such as paper and pen. Mosscare Housing LTD is a not-for-profit organization, and is responsible for over 2,500 properties and sheltered accommodation schemes in the Greater Manchester area. It provides accommodation services for the community by developing new properties, renovating existing ones, and managing the tenancies.

 

Statement of the Problem

 

The study intends to investigate the benefits of Intranets within an organization, particularly in Mosscare Housing LTD. Specifically, the study seeks to:

1.                            Describe the characteristics of the employees in terms of age and departmental affiliation.

2.                            Identify the challenges and opportunities institution face as a result of Intranet technology.

3.                            Assess the behavior and attitudes of the employees regarding the use of Intranet within the organizations.

4.                            Recognize the adaptation method of MC to Intranets.

5.                            Identify the factors affecting intranet usage.

 

Hypothesis

 

The study intends to test the hypothesis:

“Has the proliferation of intranet had a positive or negative effect on working paradigms within business organization?”

 

Significance of the Study

 

 

The study would benefit several areas of the corporate system. First of all, the study would be able to benefit the Information Systems of corporations in general as well as with Mosscare. The research would be able to provide them the idea on the departmental distribution of the employees who use the technology. This would allow them to furnish additional data that would be valuable for the department who has the greatest number of employees clicking to the company’s intranet. This would allow the said department to modify a section for frequently asked questions (FAQs) to allow easier access for the employees.

 

In this light, the management of companies in general as well as with Mosscare would also benefit from this study. The results of this study would allow the employees to become more aware of the company mission and vision through the intranets. This way, the management would be able to easily keep the employees informed of company affairs and in the same time, continue to place their moral in a high level.

 

Likewise, the employees of Mosscare would also benefit from this study. This study would convey their concerns regarding the intranet network within their company. This would provide them additional aspects of the intranets that would be able to cater to their specific needs. Moreover this study would do well to the Intranet technology as a whole. This would provide the followers in the field of networking and other related technologies a concrete representation on the impact of intranets on an organization.

 

Scope and Limitations

 

 

The study would be limited to the analysis of the Intranet utilization of the company Mosscare Housing LTD. This would utilize a researcher made questionnaire that would be provided to the employees of the said company. The employees that would be given the said instrument would amount to twenty-five (25) respondents.

 

Definition of Terms

 

Browser
This is a program that allows the user to read and access information on the World Wide Web.

Cyberspace
The conceptual or virtual area where pages, data, images, and all the rest fly back and forth from computer to computer, user to user.

FAQs - Frequently Asked Questions

These are questions and answers that occur regularly within a user group. FAQs are a timesaving feature for all kinds of users.

Firewall
A protection of the internal company network against unauthorized access via the Internet.

FTP - File Transfer Protocol

It is a very common method of moving files between two Internet sites. FTP is a special way to log in to another Internet site for the purposes of retrieving and/or sending files. There are many Internet sites that have established publicly accessible repositories of material that can be obtained using FTP by logging in using the account name anonymous. Thus, these sites are called anonymous FTP servers.

HTTP - Hypertext Transfer Protocol

The way Web pages are transferred over the Internet or an Intranet. Icon A small picture or graphic used to represent a location in the inter- or Intranet (for example a flow-chart graphic to take the user to the departmental flow chart); an action (a mailbox as a place to send feedback); or a program (a W to indicate Microsoft Word).

Internet
Interconnected computer networks from around the world.

Intranet
Interconnected computers and networks within an organization.

ISDN - Integrated Services Digital Network

Basically, it is a way to move more data over existing regular phone lines. It can provide speeds of roughly 128,000 bits-per-second over regular phone lines.

LDAP - Lightweight Directory Access Protocol

LDAP is preferred for creating directories. LDAP provides a standard way for Internet clients, applications, and servers to access directory services using TCP/IP, regardless of the hardware/software platform.

Network
Lots of computers connected together. Lots of networks all over the world are connected to make the Internet. Lots of networks connected within an organization such as a university or company make an Intranet.

Search Engine

Software used to find information on the Web. Examples are Lycos and Yahoo.

Server

This is a computer with the capacity to provide connectivity (sharing) to multiple personal computers.

Surfing
Going from page to page, link to link, via a browser. Surfing could have been called "clicking" for the mouse clicks that make the process possible, or "linking" from the program logic, which makes the process, occur.

TCP/IP
Transmission Control Protocol/Internet Protocol. This is the suite of protocols that defines the Internet. Originally designed for the UNIX operating system, TCP/IP software is now available for every major kind of computer operating system. To be truly on the Internet, your computer must have TCP/IP software.

 

URL - Uniform Resource Locator

It is the address of location for accessing Web pages. Clicking on an icon or "hot text" is the most common means of accessing and using a URL.

Web or Net

The World Wide Web (a server) consisting of a hypermedia system (linking sounds, text, pictures, video) which your computer (a client) can access.

Webmaster
The supervisor ensuring that the system is up and running; the coordinator of access; the relay for communications between users and hosts to sites.

Establishing the Theoretical Bounds in the Relationship Between Locality, Storage, Read Efficiency, and Storage Notion in a Dynamic Searchable Symmetric Encryption - Research Significance

Establishing the Theoretical Bounds in the Relationship Between Locality, Storage, Read Efficiency, and Storage Notion in a Dynamic Searchable Symmetric Encryption

Research Significance

Searchable encryption secures the privacy of one’s search over encrypted data.  One of its popular application models allows a data owner to store encrypted data to a server which can effectively perform keyword-based search over encrypted data according to a query trapdoor submitted by a data user.  The owner’s data and the user’s queries are kept secret in the server. Recently, many searchable encryptions have been proposed to achieve better security and performance, provide secure data updatable feature, and search results verifiable capability. However, most of the existing works endow the data user unlimited search capacities and do not consider a data user’s search permissions. In practical applications, granting search privileges for data users is a very important measure to enforce data access control.

Major concern over the security of searchable encryption schemes has become an important issue for discussion. There have been attacks (Zhang, et al., 2016) that have been devised that would allow an untrusted server to recover the keywords in the client’s search tokens, and in consequence, to learn a significant amount of information about the outsourced These attacks are normally performed by utilizing information leaked in the searching and updating phase, and they are pervasive because the information leakage exists inevitably in any searchable encryption scheme. A simple yet effective adaptive attack that can fully reveal the client’s queries by injecting only a small number - usually less than 100 files - to the encrypted data store has been performed raising more concerns in terms of the safety of the customers’ data (Zhang, et al.2016). The result has been devastating since the attack not only enabled the server to learn partial information about the encrypted data, the recovered keywords have also helped the server in other statistical attacks. The essential idea of the attacks is that the server first crafts a set of files, with each containing certain keywords, then sends the files to the client and tricks the client into encrypting them. After the client has encrypted and uploaded the injected files, the server can use the tokens previously submitted by the clients to search on the injected files. By knowing which keywords are in each injected file and observing which files matches the token, the server can deduce easily which keyword is encrypted in the token (Song, et al., 2017).

Dynamic searchable symmetric encryption (DSSE) is a useful cryptographic tool in the encrypted cloud storage. It provides data dynamics that allows the client to update data over the time without losing data confidentiality and searchability. Due to this property, DSSE is highly demanded in encrypted cloud. However, many existing DSSE schemes (Cash, et al., 2014) suffer from the file-injection attacks (Zhang, et al., 2016), where the adversary can compromise the privacy of a client query by injecting a small portion of new documents to the encrypted database. To resist this attack, Zhang et al. [22] highlighted the need of forward security that was informally

Searchable encryption facilitates cloud server to search over encrypted data without decrypting the data. Single keyword based searchable encryption enables a user to access only a subset of documents, which contains the keyword of the user's interest. Verifiable Searchable Symmetric Encryption, as an important cloud security technique, allows users to retrieve the encrypted data from the cloud through keywords and verify the validity of the returned results. Dynamic update for cloud data is one of the most common and fundamental requirements for data owners in such schemes. To the best of our knowledge, the existing verifiable SSE schemes supporting data dynamic update are all based on asymmetric-key cryptography verification, which involves time-consuming operations. The overhead of verification may become a significant burden due to the sheer amount of cloud data. Therefore, how to achieve keyword search over dynamic encrypted cloud data with efficient verification is a critical unsolved problem. To address this problem, we explore achieving keyword search over dynamic encrypted cloud data with symmetric-key based verification and propose a practical scheme in this paper. In order to support the efficient verification of dynamic data, we design a novel Accumulative Authentication Tag (AAT) based on the symmetric-key cryptography to generate an authentication tag for each keyword. Benefiting from the accumulation property of our designed AAT, the authentication tag can be conveniently updated when dynamic operations on cloud data occur. In order to achieve efficient data update, we design a new secure index composed by a search table ST based on the orthogonal list and a verification list VL containing AATs. Owing to the connectivity and the flexibility of ST, the update efficiency can be significantly improved. The security analysis and the performance evaluation results show that the proposed scheme is secure and efficient (Ge, et al., 2019).

Why 5G Is Important

Today’s world will go to an immediate stand still if mobile computing, the Internet and the people’s use of smart devices are compromised. In today’s world, data is king and it is a vital resource in today’s society, like clean water and air. Its impact on man’s daily activities and lifestyle is so invaluable, there can possibly be no monetary remuneration to quantify their importance. The world will go on a complete breakdown if these systems of data flow is interrupted, subverted, or maliciously tampered with.  Nowadays, no physical boundaries exist that will stem the flow of data. Even though there are many advantages of free-flowing data between end users, businesses, and the government, stringent measures must be adopted to safeguard and protect these data (Sahin, et al., 2014).

The demand for data traffic is going to increase exponentially in the next few years makes it imperative to design a novel 5th Generation (5G) radio access technology (RAT) targeted at an upper data rate of 10 Gbps with sub-ms latency (Mogensen, et al., 2013). To cope with this high capacity demand, engineers foresee the solution through a massive deployment of small cells with limited coverage. Furthermore, 5G will utilize a bandwidth of at least 200 MHz and present the following advanced technology components - interference rejection combining (IRC) receivers, distributed link/rank coordination, inter-cell interference coordination (ICIC) and multiple-input multiple-output (MIMO) antenna techniques - to be able to deliver the agreed data rates in such a compact deployment.  Moreover, It was also concurred that the 5G RAT will be a scheduled system similar to the current Long Term Evolution – Advanced (LTE-A) radio standards and Long Term Evolution (LTE) (Holma & Toskala, 2009). Finally, 5G is also expected to support the newly discovered communication paradigms like the Machine Type of Communication (MTC) or the Device-to-Device (D2D) (Berardinelli, et al., 2014).

This is one of the most crucial challenges that fifth generation (5G) wireless broadband technology have to address as it synchronizes various online services, investigates mobility levels, an identifies different environment categories (Schaich, et al., 2015). The current applications of 5G include the Internet of Things, smart homes, and clean energy, and all these require sophisticated forms of 5G waveforms. That is why the demand for its applications are growing exponentially in virtually all fields of knowledge. One important area of research nowadays which developers would also like to get into is to find out the requirements of 5G networks to be able to get better waveform types, as this will lead to high spectrum efficiency and lower latency with less complexity in systems. 

I-2 Identifying the 5G Waveforms and Its Key Performance Indicators

One way to measure the different technical approaches for Air Interface Components for Mobile Broadband (MBB), Massive Machine Communications (MMC), Mission Critical Communications (MCC), Broadcast/Multicast Services (BMS) and Vehicle-to-vehicle and vehicle-to-infrastructure communications (V2X) as well as identify which are the most suitable waveforms used in 5G in covering all these applications is to use Key Performance Indicators (KPIs). The following are the 5G waveform candidates which include  filtered orthogonal frequency-division multiplexing (OFDM), universal filtered multicarrier (UFMC), filter bank multicarrier (FBMC), and generalized frequency-division multiplexing] under the key performance indicators (KPIs) while the main KPI factors include the following - computational complexity, peak-to-average-power ratio, spectral efficiency, filter length, and latency. All these KPI factors in various 5G waveforms will all be collated and analyzed in this study.

eBusiness Report: Souq.com CRM in Security Technology

Introduction

Technologies serve as a great development as a result of the globalization. The technologies appear to be the advent of the modernized organizations. Through the use of the technologies, the organizations believe that there is an increase and progress in the overall performance of the organizations. The organizations believe that the application of the technologies can increase their performances. Part of the developments in the technologies includes the use of the internet and the networks of the computers. Actually, with the application of the technologies, the various departments within an organization were developed in order to catch with the changes in the industry and the market.

In the business report, the main aim of the study is to tackle the issue of security as part of the CRM that are implemented in the organizations. The business report are applied and used in the study in order to organize and present the ideas that are related to the strategies in applying the technologies. In order to facilitate the investigation in the utilization of the technologies, there are objectives that need to consider. First is the exploration of the technological application and strategies that are applied in the Business Websites in UAE. The business chose to tackle the issues that are associated with the Souq,com in the UAE. Second is to identify the online customer service features for the company. Third is to explain the increased reliance of organizations to offer web-enabled customer service in order to achieve business edge. And fourth is to integrating traditional feature of CRM with online technologies.

Overview of the Company

The company that will play an important source of the organization is Souq.com. The organization prioritizes the Buy & Selling nature wherein the merchandizes are ranging in different varieties. From the new and used mobile phones, laptops, and other electronic devices, apparel and accessories, up to cars and other vehicles, and properties that is subject in various prices. The website of the organization is searchable among the search engines and is under the URL address of http://www.souq.com/. Actually, the word “souq” is based on the commercial quarter in the Arab region which the influence is increased in the European City. This tern became popular and became the part of the market designated in most of the Muslim City. In the evolution of the technologies along with the developments in the organization, the modern businesses managed to apply the technologies in their business processes to facilitate the faster pace of exchange of the goods. In the economic sense, the organization applied this very same term to bring back the traditional value of the market.

The Technologies and Model

The introduction of the virtual stores is based on the influence of the different dynamics in the consumer’s decision making. The development of the different models that are applied in the virtual stores or often referred as online shopping sites, describes the consumers’ attitudes and purchasing decisions. Through the use of the virtual stores, the model in online shopping sites that are applied in Souq targets the purchasing decisions of the consumers that are associated or engaged in business transactions in the virtual stores (Pierce, 2004).

In the continuous application of the model, the organization managed to apply the technologies well and the business gains the advantage as compared to their contemporaries. The online service of the Souq.com provides the online services features that can facilitate the exchange of information in between the buyers and sellers (Ghazzawi, 2009). The online services that are facilitated in the online sites are modeled and designed to describe on how the individuals visits and induce the rate of the purchase from the virtual store. In a thorough study, the model that is applied in the online sites describes the perceived usefulness, behavior, control, and the influence of the peers of the customers towards purchasing (Barkhi, 2008). 

There are various companies like the Souq.com and other online sites that successfully craft their organizational strategies with the reference on what are the needs and demands of the online consumers. The definition of the specific needs of the customer needs is very beneficial in the UAE online market (Gulati, Sawhney, & Paoni, 2003). Part of the online services is to provide the opportunities for the consumers and aid them in choosing the right products among the various options prepared before them. Because the online sites serve the different categories, the security features should be implemented well. Since there is a significant economic growth in the UAE, the modernization is applied and utilized well in order to accommodate the wide range of needs of the online consumers in the market. Allowing the technologies in the market became part of the UAE’s development and hence, introduced to be the hub for the online shopping and trading. In the next future, the UAE is described to be flourished by the increasing rated because of the close competition in between the online sites which includes the Souq.com, Tejari.com, UAEMall.com, Burjmall.com and others. These organizations are actively competing in the virtual stores (Barkhi, 2008).

Achieving the Business Edge

The increase of the interaction of the organizational objectives with the technological objectives enables the customers to browse on different products or services. The level of reliance of the organizations with the technologies such as the technological supports is prioritized with the idea to serve the customers well and achieve the competency. However, as part of the technological adaptation of the organizations of the organizations, the idea of CRM should be ensured (LaFrance, 2003). The CRM or the application of the Customer Relationship Management seems to be critical to the online shopping sites because there is no physical interaction of the business with the customers. The disadvantage that the organization can realize is the idea that they cannot gain the various insights of the customers because of the lack of the communication. However, the competitiveness of the organizations that facilitates the online shopping sites can experience both of the risks and benefits (Bielski, 2006). The CRM among the online shopping businesses is a great issue in the industry of information technology and the continuous development in the technology increases the needs of the organization with the CRM features (Liu, 2007).

In tackling the issues of the CRM in the information technologies, the CRM feature that is commonly emphasized is the needs for security. The application of the CRM in the technologies makes the online businesses more successful because of their ability in providing the extensive customer information. Part of the security that the organization provides are the information banks that are secured such as the accounts in Sales, Marketing, Service, and other departments (Pierce, 2004). The CRM as a technological security can be a great way to serve the various customers in a better way. In the world of the competitive marketplace, the good customer service plays an important role. In the growing pace of the organization with the help of the technologies, the CRM is offered as a one solution wherein the organization can gain the market share, manage, and retain the customer loyalty unto their products and services. This very same idea is also important in the online sites (Ghazzawi, 2009).

Because of the fast exchange of the information in online sites, the security features as part of the CRM is considered to be the kind of factor that the organizations under the online sites needs to be prioritized. As part of the online sites, the collection of various data such as the customer data is important to determine the authenticity of the user. The accounts of the customers are important to acknowledge the user. Within the facility of the CRM, the professional considerations of the CRM should be part to the company procedures (Pang & Norris, 2002). In addition, because of the software, the policies in applying the technologies should be considered. For an instance, the collection and distribution of the customer data should bound under the organizations’ privacy and security. However, in focusing on the issues of the security, various questions and answers can surface in the area of CRM and in between the interaction of the vendors and the online administrators or integrators. Through observing and revising the policies that are included in the CRM functions, the technology and the security that are part of the implementation are emphasized (LaFrance, 2003).

Integrating Traditional Feature of CRM with Online Technologies

The traditional CRM features should be aligned with the objectives of the technologies that are applied in the organization (Gulati, Sawhney, & Paoni, 2003). Through the adoption of the various requirements that the government designed such as the agencies in the Intelligence Community, the CRM features of the modern organizations can catch the various changes and meet the challenges even under the complex conditions. Part of the government requirements are the application of the CRM users which addresses the application of the security, support, certification and accreditation processes, and as well as the integration with the legacy systems. The functions of the capabilities in the CRM software and solution should satisfy the key implementation requirements to ensure that the security features are applied (Pang & Norris, 2002).   

There are five basic and essential capabilities in which the online shopping sites (virtual stores) can apply in their CRM model that focuses on the security. This five capabilities are includes in the study of (Paschuck, 2008).

First is to collect and maintain the diverse types of the institutional knowledge. The most basic part that the traditional CRM can influence with the technologies is to provide the people with the appropriate and specific answers that they sought. This means that the security of the information can be formed through the effective knowledge foundation in order to allow the different areas in “owning” the various types of information. Therefore, they are responsible in terms of including the policies, application forms, customer histories, and others. In addition, the point-of-access can be discovered, distributed, updated, verified, and managed.

Second is to make the business information transparent and allows the organization to make the information available to the wide range of customers. This can be viewed as the fastest and most resource-efficient way to get the information to people. In addition, the effectiveness of the security features empowers the users to find the information even without the assistance of the organizations’ staffs.

Third is the ability to quickly interact with the other customers in the communication channels. The security features allows the organization to be consistent with their answers disregarding on how or with whom they communicate.  The communication channels include the email, web, chat, phone, and fax and others that can provide the customers and organization with the consistent, accurate, and up-to-date information.

Fourth is to automate the workflows for the case management and other business processes. Aside from the communication channels, the organizations should open the collaboration in between the various departments and have mechanisms in addressing the full end-to-end workflows for the customer processing. This is an important feature in determining the certain benefits for both the organization and the users. Furthermore, the feature in workflow can reduce the risks in the human error because of the service-level objectives and flow processes.

Fifth is the assessment of the organizational performance. The basis for assessment is measured through the facilitation of the objectives of the organization and collecting the customer feedbacks. In implementing and managing the website which can be the source of the sales and revenues of the organization, it is only appropriate for the organization to facilitate the communication channels, tracking, workflow, automation, and generation of the performance metrics to optimize the customer services. In the case to Souq.com the effectiveness of the security can be used to improve the alignment in between the organizational knowledge and with the customer needs.   

Conclusion

The CRM has been the most influential topic across the academic and business settings. The modernization of the organizations and their orientation in allowing the technologies to be part of the performance and operation needs to improve the CRM functions. Since there is a significant interaction of the business processes with the technologies, the security features became the center of the CRM topics.

References:

Barkhi, R., 2008. Applying a Model of the Dynamics of Purchasing from Virtual Stores to UAE, European and Mediterranean Conference on Information Systems

Bielski, L., 2006. The SWOT for Retail IT Reveals the Interconnections of Technology; If You Want to Know-And Serve-Your Customers Better, Think in Terms of "STP" from the Infrastructure to the Application Layer, ABA Banking Journal, 98(11): 27+

Ghazzawi, I.A., 2009. Mount Cedar Technologies, Inc.: a Case Study in Designing a High Performance Organization, Journal of the International Academy for Case Studies, 15(5):81

Gulati, R., Sawhney, M., & Paoni, A., 2003. Kellogg on Technology & Innovation. NJ: Wiley.

LaFrance, J., 2003. Security for a CRM Environment, SANS Institute

Liu, H-Y., 2007. Development of a Framework for Customer Relationship Management (Crm) in the Banking Industry, International Journal of Management, 24(1)

Pang, L.M., & Norris, R., 2002. Applying Customer Relationship Management (Crm) to Government, The Journal of Government Financial Management, 51(1):40

Paschuck, K., 2008. CRM and National Security: Five Essential Software Capabilities for DOD/IC Organizations [Online] Available at: <www.rightnow.com> [Accessed 18 April 2011].

Pierce, T.C., 2004. Warfighting and Disruptive Technologies: Disguising Innovation. London: Frank Cass.