Stage 3: The Service Delivery Paradigm

The next paradigm shift is when the web moves on from delivering information to delivering services as well.

• Responsive email services.
• Put up databases.
• Link the web to various internal departments.
• Take orders.
• Deliver products.

Culture Impact

• Staff must have email and know how to use it.
• Staff must treat email as a high-priority item.
• Staff must treat web problems as high priority.
• Staff must integrate another channel.

Example

An example of a service delivery web is the Federal Express web. The company has connected their parcel tracking system to their web, enabling surfers who have sent a package to enter a package tracking number and find out where the package is and when it is expected to arrive.

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