
634 Part III n Information Quality Applied to Core Business Value Circles
Issues with Information Collected or Created in
e-Commerce and e-Business Value Circles
With e-Business, e-Customers have replaced trained Employees as the new
Information Producers. Data created by Customers or Business Partners in e-Busi-
ness is “outside” enterprise control and introduces new sources of Information
Quality issues that must be addressed. Problems include:
Keying errors by e-Customers. Lacking keying skills, e-Customers
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may make common transposition and other keying errors in providing
information.
Staff no longer control the capture of information. e-Customers are the
new Information Producers in e-Business. Organizations cannot “train”
e-Customers in the same way they train point-of-sales staff. Complex
transactions produce higher error rates.
Unclear labels and instructions can cause e-Customers to enter the
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wrong data.
Privacy and security of e-Customer-provided information such as per-
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sonal data, credit card numbers, and other identifying data add additional
complexity to the processes of gathering and maintaining e-Customer
information.
The anonymity of the Web increases the potential for misinformation,
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maliciously provided information, and fraud.
Issue: Keying Errors by e-Customers
Transactions created by e-Customers and e-Business suppliers are subject to the
level of experien