IWMW 2000: Selling Mugs to Masters

SELLING MUGS to MASTERSE-commerce for Higher Education

Andrew AirdGoldsmiths CollegewithJohn WilliamsTrustmarque PLC

IWMW 2000 - e-commerce session

GOALPOSTSE-commerce at my place:

Do I need it?How do you do it?Whos going to do it?How much?


SHOPPING LISTIntroductionsSmall group activity - Whats for sale?E-commerce: the unmissable opportunities - JWThe E-commerce survey results revealedCase Study - How we do it at GoldsmithsTea break?Presentation from John Williams - How the professionals do it! Group activity design a good e-commerce site and be rewarded!Questions and discussion


group activity 1- Whats for sale?Divide into groups of 2-3Introduce yourslevesMake a list of things your institution could sell online under two headings:Those able to be fulfilled onlineThis requiring concrete fulfillmentElect a spokesperson


E-commerce: the unmissable opportunities

John Williams


E-COMMERCE SURVEY76 responses about 50% of HE community31 web staff38% (20) have e-commerce systems nowAdditionally 44% (34) plan to set up systems


Categories of goods sold (or planned to be sold)


Payment systems2 have online payment systems12 plan to2 have outsourcing7 plan to40% planned expect to be running in next 6 months


WHO DOES IT?


SECURITY38% (20) have secure server18% (14) have x508 certificate


PERSONAL USE of ECOMMERCE (1)


PERSONAL USE (2)47% use ecommerce every month81% are likely to buy on line in the next month98% are satisfied with transactions92% regard it as safe52% - institutional use of ecommerce


NOMINATIONS


Case Study - How we do it at Goldsmiths

Online conference registration so far used for three conferencesPlans for selling College publications

IWMW 2000 - e-commerce sessionOn-line conference registrationsPlans for publicationsFirst attempt to do any on-line transactions was for last years web conference; using FMP database but manual financial transactions not involving credit cards.It worked well, and certainly cut down much of the paper work involved in running such a conference. Everything from invoice, accommodation lists and delegate badges were produced form the database, from data actually entered by delegates themselves.Teething problems were due to FMP problems need for more powerful set-up

JOYCE 2000

IWMW 2000 - e-commerce sessionJoyce 2000When we were approached to help with web site for larger international confernece, Joyce 2000 we decided to take this a few steps further. The aim was to provide a system which would: Entail less paperwork for the organiserAll conference documentation produced from one (accurate) sourceHandle overseas delegate registrations time differences, etc.Allow credit card payments (as well as invoices)Convenience attracts more delegates

JOYCE 2000

Entail less paperwork for the organiserAll conference documentation produced from one (accurate) sourceHandle overseas delegate registrations time differences, etc.Allow credit card payments (as well as invoices)Convenience attracts more delegates

IWMW 2000 - e-commerce sessionJoyce 2000When we were approached to help with web site for larger international confernece, Joyce 2000 we decided to take this a few steps further. The aim was to provide a system which would: Entail less paperwork for the organiserAll conference documentation produced from one (accurate) sourceHandle overseas delegate registrations time differences, etc.Allow credit card payments (as well as invoices)Convenience attracts more delegates

THE SYSTEMWeb site, registration formsPHP database on UNIX serverView in AccessEncrypted email for financial informationManual CC processing

IWMW 2000 - e-commerce sessionThe SystemWe set up a website with all the conference details as much information on it as possible to enable delegates to make right selections of accommodation, type of registration etc.Registration forms linked to PHP database, accessible through Access. PHP is robust and fats, UNIX only. Other solutions considered were ASP (no NT server), ColdFusion (same) or even Filemaker Pro (not SSL).Each time a registration is made, the organiser, finance office, delegate etc. recieve notification. The credit card payments were to be handle by the Finance office who received cc numbers in an encrypted e-mail, and amended database with transaction details. Herein lies a tale! Online payements regarded as too expansive for this.

Authenticates the server operator and server softwareIndicates that SSL encryption is being usedWont work on non-compatible (insecure) browsers

IWMW 2000 - e-commerce sessionSecurityPayments side was run on specially set up SSL server (secure.gold.ac.uk) and an x508 certificate obtained from Thawte.. It costs 400 per annumA Thawte SSL Server Certificate will enable SSL on your web server, giving you the ability to communicate securely with your web customers. SSL protects all communications with your clients, so you can take credit card orders, protect sensitive personal information, and ensure that foreign hackers do not detect your passwords. SSL security makes eavesdropping on your web traffic almost impossibleIn reality what it means isAuthenticates the server operator and server softwareIndicates that SSL encryption is being usedWont work on non-compatible browsers

how did it go?260 out of 350 delegates booked online -74%Of these, 65% used CC payment, 5% cheque, and remainder on invoiceValue of on-line transactions: about 30,000, or half the total amount.

IWMW 2000 - e-commerce sessionSo how did it go?260 out of 350 delegates booked online 74% (for web conference it ad been 100%).Of this 350 65% used CC payment, 5% wanted to sent cheque with printed form, and remainder wanted an invoice (often actually returned with CC no organiser claims it was a delaying tactic!)Value of on-line transactions: about 30,000, or half the total amount.It involved the confernece administrator, someone in finance and support from one of our systems people. No other admin support needed. The organiser commented: the amount of e-mail correspondence generated by the system was also quitelarge, and therefore time consuming; because I wasanswering it myself as it arrived, it created a sense for delegates thatthey were being looked after personally by someone they know, and that waswhat everyone said was one of the best features of the conference

What went wrong?Decision not to use an automated payment system created most problemsStill need for paper confirmationsCancellations and changes were time consuming and tricky

IWMW 2000 - e-commerce sessionWhat went wrong:Ironically decision not to use an automated payment system created most problems invalid cards, amounts debited twice by FO, incorrectly entered amounts, etc. Organiser still trying to unravel some of the mystery of what went on in the FO. FO probably needed more training as they had trouble understanding how the system was working. Real-time system!Need to send paper invoices (not emails) was unforeseen and created more workCancellations and changes to registration were time consuming and tricky

How could we improve it?Include e-commerce in early stages of planning conference Ensure everyone involved is fully trained Organising conferences is always going to be hard work dont expect miracles.

IWMW 2000 - e-commerce sessionHow we could improve it?Include it in early stages of planning conference e.g. rationlise choices for accommodations, other variants, etc.Ensure everyone involved is fully trained have a few dummy runs before handOrgainising conferences is always going to be hardwork dont expect miracles.

John will tell us!

OUR PLANS PUBLICATIONS

Tutors' subject guides Training Materials Journals Alumni materials Pamphlets

IWMW 2000 - e-commerce sessionOur plansTo sell online publications, requiring fulfilment, thus whole ar of stock control comes into play.Goldsmiths publishes several hundred documents, which include: Tutors' subject guides Training Materials Journals Alumni materials PamphletsThese are produced and held within departments, although external orders are handled by External Communications. Invoicing and payments are handled by the finance office, and are often for small amounts.External relations is building a database of these publications, which will include information on current holdings and availability. At present there is no central stock holding; departments theoretically notify EC of the details of their stock holdings.OBJECTIVESThe objectives of this consultation is to create a systems which enhance the reputation of the College through easier and more efficient availability of publications Maximises income generation from Reduces time spent 'chasing' stock fulfillment and dealing with payments Establishes a system through which a larger range of publications and other goods could be sold in the future. Encourages independent publication of academic research, etc. The URL for this system could be publicised in relevant College information, etc. The existence of this mechanism might result in greater awareness of Goldsmiths overall, and enhance its reputation within the academic/HE community.

OBJECTIVES

Maximise income generation Simplify stock control, reduce costsEnlarge range of publications and other goods on saleEncourage independent publication of academic research, etc.

IWMW 2000 - e-commerce sessionOBJECTIVESThe objectives of this consultation is to create a systems which enhance the reputation of the College through easier and more efficient availability of publications Maximises income generation from Reduces time spent 'chasing' stock fulfillment and dealing with payments Establishes a system through which a larger range of publications and other goods could be sold in the future. Encourages independent publication of academic research, etc. The URL for this system could be publicised in relevant College information, etc. The existence of this mechanism might result in greater awareness of Goldsmiths overall, and enhance its reputation within the academic/HE community.

TEA BREAK15 minutes


Presentation from John Williams

Trusted e-Commerce: What Does It Really Mean?


Group activity 2 LETS DO IT!

In groups of about 4 devise a simple e-commerce site selling product/service of your choice. Sketch each screen. Think hard about the perspective of the user and what the objective of the transaction Groups elect spokesperson prizes for the best!


CONCLUSIONSDo I need it?How do you do it?Whos going to do it?How much?Recommendations to our community report back tomorrow and publication


COMMUNITY ISSUESTrainingKitemarkingPortalsStatisticsBest practiceOutsourcing deals


On-line conference registrationsPlans for publicationsFirst attempt to do any on-line transactions was for last years web conference; using FMP database but manual financial transactions not involving credit cards.It worked well, and certainly cut down much of the paper work involved in running such a conference. Everything from invoice, accommodation lists and delegate badges were produced form the database, from data actually entered by delegates themselves.Teething problems were due to FMP problems need for more powerful set-upJoyce 2000When we were approached to help with web site for larger international confernece, Joyce 2000 we decided to take this a few steps further. The aim was to provide a system which would: Entail less paperwork for the organiserAll conference documentation produced from one (accurate) sourceHandle overseas delegate registrations time differences, etc.Allow credit card payments (as well as invoices)Convenience attracts more delegates

Joyce 2000When we were approached to help with web site for larger international confernece, Joyce 2000 we decided to take this a few steps further. The aim was to provide a system which would: Entail less paperwork for the organiserAll conference documentation produced from one (accurate) sourceHandle overseas delegate registrations time differences, etc.Allow credit card payments (as well as invoices)Convenience attracts more delegates

The SystemWe set up a website with all the conference details as much information on it as possible to enable delegates to make right selections of accommodation, type of registration etc.Registration forms linked to PHP database, accessible through Access. PHP is robust and fats, UNIX only. Other solutions considered were ASP (no NT server), ColdFusion (same) or even Filemaker Pro (not SSL).Each time a registration is made, the organiser, finance office, delegate etc. recieve notification. The credit card payments were to be handle by the Finance office who received cc numbers in an encrypted e-mail, and amended database with transaction details. Herein lies a tale! Online payements regarded as too expansive for this.SecurityPayments side was run on specially set up SSL server (secure.gold.ac.uk) and an x508 certificate obtained from Thawte.. It costs 400 per annumA Thawte SSL Server Certificate will enable SSL on your web server, giving you the ability to communicate securely with your web customers. SSL protects all communications with your clients, so you can take credit card orders, protect sensitive personal information, and ensure that foreign hackers do not detect your passwords. SSL security makes eavesdropping on your web traffic almost impossibleIn reality what it means isAuthenticates the server operator and server softwareIndicates that SSL encryption is being usedWont work on non-compatible browsers

So how did it go?260 out of 350 delegates booked online 74% (for web conference it ad been 100%).Of this 350 65% used CC payment, 5% wanted to sent cheque with printed form, and remainder wanted an invoice (often actually returned with CC no organiser claims it was a delaying tactic!)Value of on-line transactions: about 30,000, or half the total amount.It involved the confernece administrator, someone in finance and support from one of our systems people. No other admin support needed. The organiser commented: the amount of e-mail correspondence generated by the system was also quitelarge, and therefore time consuming; because I wasanswering it myself as it arrived, it created a sense for delegates thatthey were being looked after personally by someone they know, and that waswhat everyone said was one of the best features of the conference

What went wrong:Ironically decision not to use an automated payment system created most problems invalid cards, amounts debited twice by FO, incorrectly entered amounts, etc. Organiser still trying to unravel some of the mystery of what went on in the FO. FO probably needed more training as they had trouble understanding how the system was working. Real-time system!Need to send paper invoices (not emails) was unforeseen and created more workCancellations and changes to registration were time consuming and tricky

How we could improve it?Include it in early stages of planning conference e.g. rationlise choices for accommodations, other variants, etc.Ensure everyone involved is fully trained have a few dummy runs before handOrgainising conferences is always going to be hardwork dont expect miracles.

John will tell us!Our plansTo sell online publications, requiring fulfilment, thus whole ar of stock control comes into play.Goldsmiths publishes several hundred documents, which include: Tutors' subject guides Training Materials Journals Alumni materials PamphletsThese are produced and held within departments, although external orders are handled by External Communications. Invoicing and payments are handled by the finance office, and are often for small amounts.External relations is building a database of these publications, which will include information on current holdings and availability. At present there is no central stock holding; departments theoretically notify EC of the details of their stock holdings.OBJECTIVESThe objectives of this consultation is to create a systems which enhance the reputation of the College through easier and more efficient availability of publications Maximises income generation from Reduces time spent 'chasing' stock fulfillment and dealing with payments Establishes a system through which a larger range of publications and other goods could be sold in the future. Encourages independent publication of academic research, etc. The URL for this system could be publicised in relevant College information, etc. The existence of this mechanism might result in greater awareness of Goldsmiths overall, and enhance its reputation within the academic/HE community.OBJECTIVESThe objectives of this consultation is to create a systems which enhance the reputation of the College through easier and more efficient availability of publications Maximises income generation from Reduces time spent 'chasing' stock fulfillment and dealing with payments Establishes a system through which a larger range of publications and other goods could be sold in the future. Encourages independent publication of academic research, etc. The URL for this system could be publicised in relevant College information, etc. The existence of this mechanism might result in greater awareness of Goldsmiths overall, and enhance its reputation within the academic/HE community.

IWMW 2000: Selling Mugs to Masters

Education

Transcript of IWMW 2000: Selling Mugs to Masters