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Papers On Internet & Related Issues
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Customer Service and Culture at Ameritech
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A 30 page paper discussing the state of customer service and competition at Ameritech one year after its acquisition by SBC Communications. Ameritech is the "Baby Bell" serving the Midwest states of Illinois, Michigan, Ohio, Wisconsin and Indiana and was acquired for more than $70 billion in October 1999. Customer service never has been Ameritech's strong point, but it had let the residential and business land-line infrastructure decline while it focused on offering long distance service and entering other related markets. SBC's interest lies in wireless services. Combined, the two have little interest in meeting the needs of customers using standard connections. To date, Michigan has imposed legislated sanctions against Ameritech, and Ohio has imposed fines of several million dollars for Ameritech's lack of responsiveness to customer complaints. The paper examines the situation and poses several questions for middle managers. Bibliography lists 32 sources.
Filename: KSAmeritech.wps

Cyber Crime And Law Enforcement
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This 5 page paper begins with comments from two FBI Cyber Agents about their typical day. Although all law enforcement agencies know cyber crime is the fastest-growing crime in the history of the country, officials do not know exactly how extensive it is because only about 5 percent of the crimes committed are ever reported. The writer discusses the difficulties obtaining statistical data. The writer provides examples of specific crimes and how the FBI, working with other agencies, was involved in solving them. Bibliography lists 7 sources.
Filename: PGcybrc.rtf

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This 8 page report discusses the fact that the “consensual hallucination” (a term coined by science-fiction writer William Gibson) of cyberspace must, of necessity, include a “consensual” understanding that the realm of cyberspace is no less vulnerable to the negative aspects of human nature such as deceit, fraud, and theft. In many ways, the opportunity for criminal activity in cyberspace is heightened due to its very nature which supports anonymity and a certain freedom of action that few people would ever act on in their “real” lives. Bibliography lists 10 sources.
Filename: BWcycrim.rtf

Cyberphobia And Technophobia: Annotated Bibliography
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6 pages in length. The writer provides a 15-source annotated bibliography.
Filename: TLCTechS.rtf

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