CLIL

Classe V CAnno scolastico 2015-2016

E- commerce

Online shopping

Business to business

Online marketplaces

Electronic data interchange

Using demographic data

Marketing by e-mail

Launching new products

Business applications

Document Automation

Group buying

Payment systems

Print on demand

Automated online assistant

NewsgroupsOnline office suites

Shopping cart software

Teleconferencing

Electronic tickets

Social networking

Online banking

Instant messaging

Pretail

Digital wallet

Enterprice contentmanagement

E-commerce

Electronic commerce, is trading in products or services using computer networks, such as the Internet.

Modern electronic commerce typically uses the World Wide Web for at least one part of the transaction's life cycle, although it may also use other technologies such as e-mail.

Forms• Contemporary electronic commerce involves

everything from ordering "digital" content for immediate online consumption, to ordering conventional goods and services, to "meta" services to facilitate other types of electronic commerce.

• On the institutional level, big corporations and financial institutions use the internet to exchange financial data to facilitate domestic and international business. Data integrity and security are pressing issues for electronic commerce.

• Aside from traditional e-Commerce, the terms m-Commerce (mobile commerce) as well (around 2013) t-Commerce have also been used.

Online shopping (known as e-tail from "electronic retail" or e-shopping) is a form of electronic commerce which allows consumers to directly buy goods or services from a seller over the Internet using a web browser. Alternative names are: e-web-store, e-shop, e-store, Internet shop, web-shop, web-store, online store, online storefront and virtual store. Mobile commerce (or m-commerce) describes purchasing from an online retailer's mobile optimized online site or app.

Online shopping

Online customers must have access to the Internet and a valid method of payment in order to complete a transaction.

Once a particular product has been found on the website of the seller, most online retailers use shopping cart software to allow the consumer to accumulate multiple items and to adjust quantities, like filling a physical shopping cart or basket in a conventional store.

A "checkout" process follows (continuing the physical-store analogy) in which payment and delivery information is collected, if necessary. Some stores allow consumers to sign up for a permanent online account so that some or all of this information only needs to be entered once. The consumer often receives an e-mail confirmation once the transaction is complete.

Product delivery

Once a payment has been accepted, the goods or services can be delivered in the following ways. For physical items:

• Shipping: The product is shipped to a customer-designated address. Retail package delivery is typically done by the public postal system or a retail courier such as FedEx, UPS, DHL, or TNT.

• Drop shipping: The order is passed to the manufacturer or third-party distributor, who then ships the item directly to the consumer, bypassing the retailer's physical location to save time, money, and space.

• In-store pick-up: The customer selects a local store using a locator software and picks up the delivered product at the selected location.

For digital items or tickets:• Downloading/Digital distribution: The method often used for digital media

products such as software, music, movies, or images.

• Printing out, provision of a code for, or e-mailing of such items as admission tickets and scrip (e.g., gift certificates and coupons). The tickets, codes, or coupons may be redeemed at the appropriate physical or online premises and their content reviewed to verify their eligibility.

Shopping cart systems Simple shopping cart systems allow the off-

line administration of products and categories. The shop is then generated as HTML files and graphics that can be uploaded to a webspace. It is usually installed on the company's webserver and may integrate into the existing supply chain so that ordering, payment, delivery, accounting and warehousing can be automated to a large extent.

Other solutions allow the user to register and create an online shop on a portal that hosts multiple shops simultaneously from one back office.

Commercial systems can also be tailored so the shop does not have to be created from scratch. By using an existing framework, software modules for various functionalities required by a web shop can be adapted and combined.

Design Customers are attracted to online shopping

not only because of high levels of convenience, but also because of broader selections, competitive pricing, and greater access to information. Business organizations seek to offer online shopping not only because it is of much lower cost, but also because it offers access to a worldwide market, increases customer value, and builds sustainable capabilities.

Advantages Convenience Online stores are usually available 24 hours a

day, and many consumers have Internet access both at work and at home. Other establishments such as internet cafes and schools provide internet access as well. In contrast, visiting a conventional retail store requires travel and must take place during business hours. In the event of a problem with the item consumers are concerned with the ease of returning an item in exchange for either the correct product or a refund.

Disadvantages Fraud and security concerns Given the lack of ability to inspect

merchandise before purchase, consumers are at higher risk of fraud than face-to-face transactions. Merchants also risk fraudulent purchases using stolen credit cards or fraudulent repudiation of the online purchase. However, merchants face less risk from physical theft by using a warehouse instead of a retail storefront.

An online marketplace (or online e-commerce marketplace) is a type of e-commerce site where product or service information is provided by multiple third parties, whereas transactions are processed by the marketplace operator. Online marketplaces are the primary type of multichannel ecommerce.

Online marketplaces

In an online marketplace, consumer transactions are processed by the marketplace operator and then delivered and fulfilled by the participating retailers or wholesalers (often called drop shipping). Other capabilities might include auctioning (forward or reverse), catalogs, ordering, wanted advertisement, trading exchange functionality.

In general, because marketplaces aggregate products from a wide array of providers, selection is usually more wide, availability is higher, and prices are more competitive than in vendor-specific online retail stores..

Since 2014, online marketplaces are abundant since organized marketplaces are sought after.

Some have a wide variety of general interest products that cater to almost all the needs of the consumers, however, some are consumer specific and cater to a particular segment only. Not only is the platform for selling online, but the user interface and user experience matters. People tend to log on to online marketplaces that are organized and products are much more accessible to them.

Examples of some online marketplaces are Amazon.com, Alibaba, eBay.

Business to business

Business-to-business (B2B) refers to a situation where one business makes a commercial transaction with another.

This typically occurs when:• A business is sourcing materials for their

production process, e.g. a food manufacturer purchasing salt

• A business needs the services of another for operational reasons, e.g. a food manufacturer employing an accountancy firm to audit their finances

• A business re-sells goods and services produced by others, e.g. a retailer buying the end product from the food manufacturer.

The overall volume of B2B transactions is much higher than the volume of B2C transactions. The primary reason for this is that in a typical supply chain there will be many B2B transactions involving sub components or raw materials, and only one B2C transaction, specifically sale of the finished product to the end customer. For example, an automobile manufacturer makes several B2B transactions such as buying tires, and rubber hoses for its vehicles.

The final transaction, a finished vehicle sold to the consumer, is a single (B2C) transaction.

Business to consumers For consumer brands the buyer is an

individual. While consumer goods usually cost little in

comparison to B2B goods, the selling process involves high costs. Not only is it required to meet the buyer numerous times, but the buyer may ask for prototypes, samples and mock ups. Such detailed assessment serves the purpose of eliminating the risk of buying the wrong product or service.

E-government

E-government (short for electronic government, also known as e-gov, Internet government, digital government, online government, connected government) consists of the digital interactions between a citizen and their government (C2G), between governments and government agencies (G2G), between government and citizens (G2C), between government and employees (G2E), and between government and businesses/commerce (G2B).

Essentially, e-government delivery models can be briefly summed up as (Jeong, 2007):

• G2G (government to governments)• G2C (government to citizens)• G2E (government to employees)• G2B (government to businesses)• This digital interaction consists of e-citizen at all

levels of government (city, state/province, national, and international), governance,information and communication technology (ICT), and business process re-engineering (BPR).

Electronic data interchange

Electronic data interchange (EDI) is an electronic communication method that provides standards for exchanging data via any electronic means. By adhering to the same standard, two different companies or organizations, even in two different countries, can electronically exchange documents (such as purchase orders, invoices, shipping notices, and many others).

EDI has existed for more than 30 years, and there are many EDI standards (including X12, EDIFACT, ODETTE, etc.), some of which address the needs of specific industries or regions. It also refers specifically to a family of standards. In 1996, the National Institute of Standards and Technology defined electronic data interchange as "the computer-to-computer interchange of strictly formatted messages that represent documents other than monetary instruments.

EDI implies a sequence of messages between two parties, either of whom may serve as originator or recipient.

The formatted data representing the documents may be transmitted from originator to recipient via telecommunications or physically transported on electronic storage media."

It distinguishes mere electronic communication or data exchange, specifying that "in EDI, the usual processing of received messages is by computer only. Human intervention in the processing of a received message is typically intended only for error conditions, for quality review, and for special situations.

Using demographic data

• The demographic data commonly found in marketing databases falls into a few general categories.

• Financial data: Household income is probably the most widely used piece of financial data. In the financial services sector, sometimes net worth is more useful, although it’s typically much harder to get at. Home value is another common trait.

• Gender: Certain products are gender specific. Gender is also used in selecting the so called head of household. This is the person who receives your marketing communication and is considered to be the primary decision maker. The world of marketing is not the world of Beaver Cleaver, however. The head of household is usually female.

• Lifestage data: Age, marital status, and presence of children are all examples of lifestage data. The number and ages of children can also be important.

• Lifestyle data: Lifestyle data revolves around consumption. Does the customer own or rent their residence? How many cars, boats, TVs, or motorcycles do they own?

• Geographic data: This essentially amounts to the customer’s address. But there are some standard ways of grouping addresses together.

Marketing by e-mail

• The E-mail marketing is a type of direct marketing which uses electronic mail as a means of communicating commercial messages (or not) to the public.In broad sense as any e-mail sent to a customer (or potential customer), it can be considered e-mail marketing.

• Usually, however, this term is used to refer to:Sending e-mails with the intention of bringing a more advanced level the relationship between a company and its customers, past or present, and to encourage their loyalty.Sending e-mail with the intent to gain new clients or convince those previous to buy something immediately. Adding line items in e-mails sent by other companies to their customers.

• The companies, both in the US and in European countries and in the emerging economies, investing more and more resources in e-mail marketing, which is often used by public and non-profit. In recent years, we are placing an ever greater attention to the integration of e-mail marketing with other management systems (eg. CRM) and communication (eg. Social media).

• The recent evolution is focusing more and more on the quality of the contact (profiling utilities, care of customer satisfaction), compared to send bulk mail that had characterized the early days of e-mail marketing. Today, in fact, the abundant use of electronic communications by commercial companies, rejection phenomena caused by users, so as to increase significantly the phenomena of junk mail.

Launching new products

Introducing a new product into the market is a significant business achievement. Launching your new product is your final, important step in the new product development (NPD) process. Deciding when, how and where to launch your product will determine its early impact on the market. Your marketing strategy and marketing plan will direct your product launch and help you make the most of your business and product exposure opportunities.

Document automation

Document automation (also known as document assembly) is the design of systems and workflows that assist in the creation of electronic documents. These include logic-based systems that use segments of pre-existing text and/or data to assemble a new document. This process is increasingly used within certain industries to assemble legal documents, contracts and letters.

Document automation systems can also be used to automate all conditional text, variable text, and data contained within a set of documents.

Automation systems allow companies to minimize data entry, reduce the time spent proof-reading, and reduce the risks associated with human error. Additional benefits include: time and financial savings due to decreased paper handling, document loading, storage, distribution, postage/shipping, faxes, telephone, labor and waste.

Payment systems

A payment system is any system used to settle financial transactions through the transfer of monetary value, and includes the institutions, instruments, people, rules, procedures, standards, and technologies that make such an exchange possible. A common type of payment system is the operational network that links bank accounts and provides for monetary exchange using bank deposits.

What makes a payment system a system is the use of cash-substitutes; traditional payment systems are negotiable instruments such as drafts (checks) and documentary credits such as letters of credit. With the advent of computers and electronic communications a large number of alternative electronic payment systems have emerged.

These include debit cards, credit cards, electronic funds transfers, direct credits, direct debits, internet banking and e-commerce payment systems.

Enterprice content management

Enterprise Content Management (ECM) is a formalized means of organizing and storing an organization's documents, and other content, that relate to the organization's processes. The term encompasses strategies, methods, and tools used throughout the lifecycle of the content. The Association for Information and Image Management (AIIM) International, the worldwide association for Enterprise Content Management, defined the term in 2000.

AIIM has refined the abbreviation ECM several times to reflect the expanding scope and importance of information management. The latest definition encompasses areas that have traditionally been addressed by records management and document management systems. It also includes the conversion of data between various digital and traditional forms, including paper and microfilm.

ECM is an umbrella term covering document management, Web content management, search, collaboration, records management, digital asset management (DAM), workflow management, capture and scanning. ECM is primarily aimed at managing the life-cycle of information from initial publication or creation all the way through archival and eventually disposal.

ECM applications are delivered in three ways: on-premises software (installed on the organization’s own network), software as a service (SaaS) (Web access to information that is stored on the software manufacturer’s system), or a hybrid solution composed of both on-premises and SaaS components.

ECM aims to make the management of corporate information easier through simplifying storage, security, version control, process routing, and retention. The benefits to an organization include improved efficiency, better control, and reduced costs. For example, many banks have converted to storing copies of old checks within ECM systems as opposed to the older method of keeping physical checks in massive paper warehouses.

Under the old system, a customer request for a copy of a check might take weeks, as the bank employees had to contact the warehouse where the right box, file, and check, would need to be located. The check would then need to be pulled, a copy made and mailed to the bank where it would finally be mailed to the customer.

With an ECM system in place, the bank employee simply queries the system for the customer’s account number and the number of the requested check. When the image of the check appears on screen, the bank is able to mail it immediately to the customer, usually while the customer is still on the phone.

Group buying, also known as collective buying, offers products and services at significantly reduced prices on the condition that a minimum number of buyers would make the purchase. Origins of group buying can be traced to China where team buying was executed to get discount prices from retailer when a large group of people was willing to buy the same item.

Group buyng

In recent times, group buying websites have emerged as a major player in online shopping business. Typically, these websites feature a "deal of the day", with the deal kicking in once a set number of people agree to buy the product or service. Buyers then print off a voucher to claim their discount at the retailer. Many of the group-buying sites work by negotiating deals with local merchants and promising to deliver a higher foot count in exchange for better prices.

Print on demand

Print on demand (POD) is a printing technology and business process in which copies of a book (or other document) are not printed until an order has been received, allowing books to be printed singly, or in small quantities. While build to order has been an established business model in many other industries, "print on demand" developed only after digital printing began, because it was not economical to print single copies using traditional printing technology such as letterpress and offset printing.

Many traditional small presses have replaced their traditional printing equipment with POD equipment or contract their printing out to POD service providers. Many academic publishers, including university presses, use POD services to maintain a large backlist; some even use POD for all of their publications. Larger publishers may use POD in special circumstances, such as reprinting older titles that are out of print or for performing test marketing.

Book publishing Print on demand with digital technology is

used as a way of printing items for a fixed cost per copy, regardless of the size of the order. While the unit price of each physical copy printed is higher than with offset printing, the average cost is lower for very small print runs, because setup costs are much higher for offset printing.

POD has other business benefits besides lower costs (for small runs):

• Technical set-up is usually quicker than for offset printing.

• Large inventories of a book or print material do not need to be kept in stock, reducing storage, handling costs, and inventory accounting costs.

• There is little or no waste from unsold products.

• These advantages reduce the risks associated with publishing books and prints and can lead to increased choice for consumers. However, the reduced risks for the publisher can also mean that quality control is less rigorous than usual.

Other publishing• Digital technology is ideally suited to publish

small print runs of posters (often as a single copy) when they are needed. The introduction of UV-curable inks and media for large format inkjet printers has allowed artists, photographers and owners of image collections to take advantage of print on demand. For example, the National Gallery, London installed a print on demand system in July 2003. The system increased the number of images available as prints from 60 to 2,500.

• Some companies specialize in POD booklets, catalogs, or magazines. It is not yet commercially viable for single copies on newsprint or newspapers.

Service providers The introduction of POD technologies and

business-models has fueled a range of new book-creation and publishing opportunities. The innovation in this space is currently clustered around three categories of offerings.

Automated online assistant An automated online assistant is a program

that uses artificial intelligence to provide customer service or other assistance on a website. Such an assistant may basically consist of a dialog system, an avatar, as well an expert system to provide specific expertise to the user. Automated online assistants have the ability to provide customer service during 24 hours a day and 7 days a week, and may, at least, be a complement to customer service by humans.

One report estimated that an automated online assistant produced a 30% decrease in the work-load for a human-provided call centre.

Usage Large companies such as Lloyds Banking

Group and Royal Bank of Scotland are now using automated online assistants instead of call centres with humans to provide a first point of contact. Also, IKEA has an automated online assistant in their help center.

Components Dialog system The main function of the dialog system of

automated online assistants is to translate the human-generated input into a digital format that the automated online assistant can use for further processing by its expert system, as well as interpret whatever solutions or replies it generates back to what a human user understands, and optimally in a way as natural and user-friendly as possible. A major underlying technology to such systems is natural language processing.

Avatar The avatar of an automated online assistant

may be called an interactive online character or automated character. It makes the automated online assistant a form of embodied agent. It aims to enhance human-computer interaction by simulating real-world conversations and experience. Such an interaction model can be constructed to guide conversations in planned directions or allow characters to guide natural language exchanges.

Other components An automated online assistant also has an

expert system that provides specific service, whose scope depends on the purpose of it. This system can be described as an intelligent agent that functions to perceive the needs of customers in order to perform proper reactions by various structured systems, such as question answering. Also, servers and other maintaining systems to keep the automated assistant online may also be regarded as components of it.

Newsgroups

A Usenet newsgroup is a repository usually within the Usenet system, for messages posted from many users in different locations. Despite the name, newsgroups are discussion groups, and are not devoted to publishing news. Newsgroups are technically distinct from, but functionally similar to, discussion forums on the World Wide Web. Newsreader software is used to read newsgroups.

Before the uptake of the World Wide Web, Usenet newsgroups were among the most popular internet services, and have retained their noncommercial nature in contrast to the increasingly ad-laden web. In recent years, this form of open discussion on the Internet has lost considerable ground to individually-operated browser-accessible forums and big media social networks such as Facebook and Twitter.

Online banking Online banking is an electronic payment system

that enables customers of a financial institution to conduct financial transactions on a website operated by the institution, such as a retail bank, virtual bank, credit union or building society. Online banking is also referred as internet banking, e-banking, virtual banking and by other terms. To access a financial institution's online banking facility, a customer with Internet access would need to register with the institution for the service, and set up a password and other credentials for customer verification.

The credentials for online banking is normally not the same as for telephone banking. Financial institutions now routinely allocate customers numbers, whether or not customers have indicated an intention to access their online banking facility.

Customers' numbers are normally not the same as account numbers, because a number of customer accounts can be linked to the one customer number.

The customer number can be linked to any account that the customer controls, such as cheque, savings, loan, credit card and other accounts. To access online banking, a customer visits the financial institution's secure website, and enters the online banking facility using the customer number and credentials previously setup. Online banking services usually include viewing and downloading balances and statements, and may include the ability to initiate payments, transfers and other transactions, as well as interacting with the bank in other ways.

Online office suites

An online office suite or online productivity suite is a type of office suite offered by websites in the form of software as a service. They can be accessed online from any Internet-enabled device running any operating system. This allows people to work together worldwide and at any time, thereby leading to international web-based collaboration and virtual teamwork.

Usually, the basic versions are offered for free and for more advanced versions one is required to pay a nominal subscription fee.

Applications are often developed on the Web 2.0 paradigms with leverage on the existing developer community. Players come from both the commercial software market and from the open source, free software communities.

Shopping cart software

• In online marketing, a shopping cart is a piece of e-commerce software on a web server that allows visitors to an Internet site to select items for eventual purchase, analogous to the American English term "shopping cart.“

In British English, it is generally known as a shopping basket, almost exclusively shortened on websites to "basket."

• The software allows online shopping customers to accumulate a list of items for purchase, described metaphorically as “placing items in the shopping cart” or “add to cart.” Upon checkout, the software typically calculates a total for the order, including shipping and handling (i.e., postage and packing) charges and the associated taxes, as applicable.

Teleconferencing

A teleconference or teleseminar is the live exchange and mass articulation of information among several persons and machines remote from one another but linked by a telecommunications system. Terms such as audio conferencing, telephone conferencing and phone conferencing are also sometimes used to refer to teleconferencing.

The telecommunications system may support the teleconference by providing one or more of the following: audio, video, and/or data services by one or more means, such as telephone, computer, telegraph, teletypewriter, radio, and television.

Internet teleconferencing Internet teleconferencing includes internet

telephone conferencing, videoconferencing, web conferencing, and Augmented Reality conferencing.

Internet telephony involves conducting a teleconference over the Internet or a Wide Area Network. One key technology in this area is Voice over Internet Protocol (VOIP). Popular software for personal use includes Skype, Google Talk, Windows Live Messenger and Yahoo! Messenger.

A working example of an Augmented Reality conferencing was demonstrated at the Salone di Mobile in Milano by AR+RFID Lab. Is another AR teleconferencing tool.

Electronic tickets An electronic ticket is a digital ticket. The term

is most commonly associated with airline issued tickets. Electronic ticketing for urban or rail public transport is usually referred to as travel card or transit pass. It is also used in ticketing in the entertainment industry.

An electronic ticket system is a more efficient method of ticket entry, processing and marketing for companies in the railways, flight and other transport and entertainment industries.

Social networking

A social networking service (also social networking site or SNS) is a platform to build social networks or social relations among people who share similar interests, activities, backgrounds or real-life connections. A social network service consists of a representation of each user (often a profile), his or her social links, and a variety of additional services.

Social network sites are web-based services that allow individuals to create a public profile, create a list of users with whom to share connections, and view and cross the connections within the system. Most social network services are web-based and provide means for users to interact over the Internet, such as e-mail and instant messaging. Social network sites are varied and they incorporate new information and communication tools such as mobile connectivity, photo/video/sharing and blogging.

Online community services are sometimes considered a social network service, though in a broader sense, social network service usually means an individual-centered service whereas online community services are group-centered. Social networking sites allow users to share ideas, pictures, posts, activities, events, and interests with people in their network.

A social networking service (also social networking site or SNS) is a platform to build social networks or social relations among people who share similar interests, activities, backgrounds or real-life connections. A social network service consists of a representation of each user (often a profile), his or her social links, and a variety of additional services. Social network sites are web-based services that allow individuals to create a public profile, create a list of users with whom to share connections, and view and cross the connections within the system.

Most social network services are web-based and provide means for users to interact over the Internet, such as e-mail and instant messaging. Social network sites are varied and they incorporate new information and communication tools such as mobile connectivity, photo/video/sharing and blogging. Online community services are sometimes considered a social network service, though in a broader sense, social network service usually means an individual-centered service whereas online community services are group-centered.

Social networking sites allow users to share ideas, pictures, posts, activities, events, and interests with people in their network. The main types of social networking services are those that contain category places (such as former school year or classmates), means to connect with friends (usually with self-description pages), and a recommendation system linked to trust. Popular methods now combine many of these, with American-based services such as Facebook, Google+, LinkedIn, and Twitter widely used worldwide.

Instant messaging

Instant messaging (IM) is a type of online chat which offers real-time text transmission over the Internet. A LAN messenger operates in a similar way over a local area network. Short messages are typically transmitted bi-directionally between two parties, when each user chooses to complete a thought and select "send". Some IM applications can use push technology to provide real-time text, which transmits messages character by character, as they are composed.

More advanced instant messaging can add file transfer, clickable hyperlinks, Voice over IP, or video chat. Non-IM types of chat include multicast transmission, usually referred to as "chat rooms", where participants might be anonymous or might be previously known to each other (for example collaborators on a project that is using chat to facilitate communication). Instant messaging systems tend to facilitate connections between specified known users (often using a contact list also known as a "buddy list" or "friend list").

Pretail

Pretail (also referred to as pre-tail, pre-retail, or pre-commerce) is a sub-category of e-commerce and online retail for introducing new products, services, and brands to market by pre-launching online, sometimes as reservations in limited quantity before release, realization, or commercial availability. Pretail includes pre-sale commerce, pre-order retailers, incubation marketplaces, and crowdfunding communities.

As of 2013, pretail was a fast growing trend found in all areas of demand-based consumer retail: consumer electronics, movies, music, video games, books, fashion, software, connected devices, cars, toys, cosmetics, art, events, etc. This trend is being driven by companies to enhance new product development, better manage product releases.

Digital wallet

A system that securely stores users' payment information and passwords for numerous payment methods and websites. By using a digital wallet, users can complete purchases easily and quickly with near-field communications technology. They can also create stronger passwords without worrying about whether they will be able to remember them later.

Digital wallets can be used in conjunction with mobile payment systems that allow customers to pay for purchases with their smart phones. They can also be used to store loyalty card information and digital coupons.