Four Strategies I Would Use to Plan and to Lean an Effective Meeting

Four strategies I would use to plan and to lean an effective meeting are as followed: first I would prepare for the meeting, next I would start the meeting off to a good start, then I create an atmosphere for participation, finally I would end the meeting. Preparing for the meeting requires thorough planning. Decide the purpose of the meeting and put it in writing. It should be something you can measure or document. Don't write, â€Å"We will discuss solutions for production delays. Instead, be specific. â€Å"We will develop a plan to document causes of production delays. † Give all participants something to prepare for the meeting. Once you have determined the time and place, prepare a memo detailing the location and ending as well as starting times. Include the purpose of the meeting and, preferably, the agenda. Mention that people can call you to clarify agenda items prior to the meeting (Thill & Bovee, 2011, p. 43).Getting the meeting off to a good start, meetings must s tart precisely on time so as not to punish those who are punctual. This also sets the stage for how serious the chair is about making the meeting effective. Open the meeting with introductions. Clarify who will take minutes, prepare the action plan and deliver it to members after the meeting, and be responsible for any other procedural details that need attention. State the purpose and review the agenda. Assign approximate times to each agenda item if you have not already done so.Creating an atmosphere for participation, there are many critical decisions that should occur at the first committee meeting. These decisions help to clarify meeting logistics. Everyone should feel comfortable in contributing to the decision-making process. When creating an atmosphere of participation, the chair should encourage group discussion to get all points of view. Turn questions back to the group for their input. Ask people to comment on something just said.Compliment people on their ideas and thank them for their input. Ask open-ended questions. Ending the meeting should conclude with a summary of work completed, a clear action plan for outstanding tasks, and a decision about subsequent meetings. The summary should relate directly to the purpose: What was the goal? Was it achieved? What remains to be done? Reference: Thill, J. , & Bovee, C. (2011). Excellence in business communication (9th ed. ). Upper Saddle River, NJ: Pearson Publishing.

Computational Methods For Stochastic Differential Equations Engineering Essay

As more applied scientific discipline research workers areA trying to utilize Stochastic Differential Equations ( SDEs ) in their mold, particularly when affecting Fractional Brownian Motion ( fBM ) , one common issue appears: an exact solution can non ever be found. Therefore, in this paper, we test assorted Numerical methods in work outing SDEs with standard BM that have non-linear coefficients. In add-on we extend our consequences to SDEs with fBM Cardinal Wordss: Brownian Motion ( BM ) , fractional Brownian Motion ( fBM ) , SDEs, Numerical ApproximationsIntroductionStochastic Differential Equations ( SDEs ) affecting both Brownian Motion BM ) or fractional Brownian Motion ( fBM ) have been going more prevailing in applied mathematics and mold of assorted systems. Some illustrations of these countries, and non limited to them, are finance ( i.e Black-Scholes expression ) , webs ( i.e. informations transportation in wireless communications ) , biological science ( i.e. arrhythmia, encephalon signaling after a shot ) etc. In many of those instances, old ages of research and aggregation of empirical informations is performed in order to construct an appropriate theoretical account. More frequently than non though, the SDE that best fits the information is an SDE that does non hold a simple analytical solution. Therefore the demand appears for a consistent numerical method. In chapter 2 we cover some brief preliminaries about BM, fBM and SDEs that are indispensable for the numerical estimates we intent to utilize. In chapter 3 we will province the three different methods tested for numerical solutions of SDEs affecting BM, present the consequences of the three methods and place the best. Once we derive the best method, we extend it to SDEs affecting fBM and compare it to an already proposed strategy ( I. Lewis ) . In chapter 4, we province our decisions.PreliminariesWhat is a Brownian Motion ( BM ) ? The award for the find of the BM belongs to the Scots phytologist Robert Brown that originally described it in 1928 [ 1 ] as he observed it in the motion of pollen atoms drifting in liquid. The first one to really build the procedure was the Missourian mathematician Norbert Wiener in 1923. Ergo the procedure itself is besides referred to as Wiener Process. Definition 2.1 The procedure is a Brownian Motion ( BM ) if it is a procedure of independent Gaussian increases with zero first minute, i.e. a standard Brownian Gesture over is a random variable that depends continuously on and satisfies [ 2 ] : with chance 1. For, the random variable given by the increase is. For, the increases and are independent. Some basic belongingss that are easy attained by the definition above are: , from ( 2.2 ) , from ( 2.2 ) and ( 2.5 ) Besides, for we can compose: , that is for any we have that: Furthermore, allow and specify. Then and As we are be aftering to discourse Stochastic Differential Equations with Brownian Motion, we feel the demand to besides discourse the continuity of the procedure. To turn out continuity we refer to the Kolmogorov theorem as in [ 3 ] : Theorem 1 ( Kolmogorov ‘s Continuity theorem ) Let a procedure that for all there exist such that , for. Then there exists a uninterrupted version of X. A cogent evidence of the theorem can be found in [ 4 ] . For Brownian Motion, it can be shown [ 3 ] that, which by Theorem 1 we have that has a uninterrupted version. In fact, from now we will be mentioning to that uninterrupted version of.Figure. Standard Brownian Motion PathsAs one of the purposes is to look into numerical estimates of Stochastic Differential Equations, the following natural measure is to briefly discuss integrating in footings of. Though there are multiple attacks in assorted research documents, we are interested in the one shown by D.J. Higham in [ 2 ] as in it is more lined up with numerical estimates. Another side benefit of the attack above is that it provides an interesting connexion to Classical Riemann concretion. As such, remember the left end-point Riemann amount representation of the Riemann built-in given by , where , or utilizing the center First we set. Therefore we have from ( 2.7 ) that , by telescoping series. The 2nd term drops off as it is equal to nothing. For the 3rd term, we have that: Besides, the discrepancy of the 3rd term is of. Therefore by using bounds on both sides of ( 2.9 ) we get , which is the Ito Integral. By following a similar logic on ( 2.8 ) we get , which is the Stratonovich Integral. As explained by Oksendal in [ 3 ] , even though the two integrals look to be different, the pick of which one to be used is truly a affair depending on what belongingss the user is interested in. The more general and usual pick of normally looking into the Ito Integral is due to the fact that it is non looking into the hereafter, which is a belongings we care for in Biology. Besides Stratonovich is handled better under transmutations and particularly on SDEs on manifolds. On the other manus, the Ito integrals are martingales, hence deriving a computational advantage. As with classical concretion, we could non perchance use the above attack every clip we need to cipher a stochastic integral. The biggest discovery in Stochastic Calculus could perchance be due to Kiyoshi Ito. Lemma 2.1 ( Ito ‘s Lemma ) [ 3 ] Let be an Ito procedure given by Let. Then is once more an Ito procedure and , where is computed harmonizing to the regulations and The Ito Lemma, or otherwise known as the Ito expression, is the equivalent of a alteration of variable expression. One could reasonably easy notice from the construction of the expression that it stems from a Taylor series enlargement to the 2nd partial derived function in footings of the stochastic procedure. As an illustration, we would wish to corroborate the consequence ( 2.12 ) , i.e. evaluate. Therefore we set and. Then and by Ito ‘s expression we get , which leads to the same reply as ( 2.12 ) , viz.Preliminaries for fractional Brownian Motion ( fBM )Our probe will non be limited to the Brownian Motion and to SDEs with BM. We are interested in widening our consequences to the fractional Brownian gesture every bit good to SDEs with fBM. Harmonizing to [ 6 ] , the procedure has been defined in 1940 by Kolmogorov in [ 7 ] and its belongingss, i.e. self similarity and long term dependance, were developed by Mandelbrot and Van Ness in [ 8 ] . Another of import subscriber was the British hydrologist Harold Edwin Hurst [ 9 ] . In his surveies on the Nile River, he observed through 800 old ages worth of empirical informations, that the H2O degrees had a long term dependence and self similarity. To depict that dependence, he estimated a parametric quantity, allow us name H, based on his informations. Definition 2.2 We define a Gaussian procedure with uninterrupted sample waies as a standard fractional Brownian Motion ( fBM ) with Hurst parametric quantity if it satisfies: , for all. Merely by merely looking at look ( 2.19 ) , it is obvious that we should see a trichotomy on the value of the power in the right manus side, more peculiarly at the value: For, , therefore is the standard B.M. For the increases are positively correlated For the increases are negatively correlated As we mentioned supra, two really of import belongingss of fBM are self similarity and long term dependance. Definition 2.3 A procedure is said to be self similar with parametric quantity if for each It is reasonably easy to see that for the procedure we can compose Therefore fBM is a self similar procedure with parametric quantity H and Besides, sing long scope dependance, allow. Then for and therefore the procedure is long scope dependant.Figure. Fractional Brownian Motion Paths with H=0.7Besides, we are interested in the undermentioned theorem as a tool for work outing SDEs affecting fBM: Theorem 2.1 if is with derived functions to order two, so a.s. If we let so we have the usual Ito expression.Numeric Approximation and SimulationsThe chief range of our work Is to develop tolls and methods that can be used to numerically stand for Brownian Motion waies, fractional Brownian Motion waies and SDEs with either BM or fBM. The intent of imitating the first two is so that we can utilize them as inputs in the SDEs in both instances of existent expressed solutions and numerical estimates. The intent to imitate SDEs comes as we can come close numerically their solutions in instances where an expressed solution can non be found. The plans used for this paper can be found in Appendix A. We will get down by specifying our mistake measuring expression. Definition 3.1 ( Error expressions ) Let be the existent values of X and the numerical approximated values of Ten at clip points. Then is the absolute mistake, is the comparative mistake, and is the mean mistake We use different signifiers of mistake measurings so that we are susceptible to misdirecting consequences. Next we deal with our attack to imitate the different procedures. The basic and common rule is to discretize the procedure as we are utilizing Matlab. Get downing with the standard Brownian Motion, we use its belongingss, i.e. the fact that it is a Gaussian procedure whose increases follow a normal distribution with average 0 and discrepancy equal to the time-step. Therefore we use a build-in random figure generator that provides us with a and we scale by, where is the time-step. For our work we considered equidistant dividers, i.e. , where T is the stopping clip and N is the figure of time-steps desired. Besides, we normally investigate our procedures on in order to cut down as much complexness and cost on the plan. As expected, we produce different waies of the Brownian Motion even if we preserve all the invariables ( Figure 1 ) . Though the writer ‘s original codification was successful, the codification suggested in [ 2 ] by Higham is slender and really efficient. We besides employ the belongingss of the fractional Brownian gesture in order to imitate its waies. The undermentioned stairss are needed [ 10 ] : Form an NxN matrix A whose entries are given by ( 2.19 ) , i.e the covariance of the procedure. Measure the square root of A utilizing the Cholesky decomposition method. Generate a 1xN vector V whose entries are from a standard Gaussian distribution Apply to v. A sample of five fBM waies with parametric quantity H=0.7 can be seen in Figure 2. As we now have tools to imitate both BM and fBM, we proceed to discourse the estimates of SDEs. We start by look intoing three methods for Stochastic Differential Equations affecting standard Brownian Motion as defined in [ 5 ] . The best acting method will be applied to Stochastic Differential Equations with fractional Brownian Motion. So, the undertaking is to come close the stochastic procedure fulfilling the SDE: on and initial value For simpleness intents we set and. So we get.Using the Ito expression to ( 3.5 ) we have that We now introduce the three methods: Definition 3.2 ( Euler Method ) For on the interval, the Euler estimate is a uninterrupted clip stochastic procedure fulfilling the iterative strategy: More specifically in our instance that we wish to use the method to ( 3.6 ) , we get: Definition 3.3 ( Heun Method ) For on the interval, the Heun method is fulfilling the iterative strategy: , where More specifically in our instance that we wish to use the method to ( 3.6 ) , we get: , where The rule behind the Heun method is really much alike to the Euler one, with the difference that alternatively of the procedure being evaluated at the end points, the trapezoid regulation is being used. Definition 3.4 ( Milstein Method ) For on the interval, the Milstein estimate is a uninterrupted clip stochastic procedure fulfilling the iterative strategy: More specifically in our instance that we wish to use the method to ( 3.6 ) , we get: The Milstein method is in a sense an â€Å" evolutionary † signifier of the Euler method. The basic difference is that one excess term is included in the method. Another of import comment is that the Ito-Taylor enlargement is used in order to deduce this method, hence supplying an order 1.0 strong Taylor strategy. Next we compare the three methods with the existent solution diagrammatically.Figure Simulations for N=1000 andFigure. Simulations forFigure. Simulations forTable. Table of Absolute MistakesTable. Table of Relative MistakesAs shown by graphs 3-5 we get the thought that the Heun method is non appropriate for SDEs whatsoever. In fact, the strategy seems to diverge one time BM is involved. Therefore it is wholly abandoned for our intents. In comparing the two staying methods, even though both seem to follow the existent solution, the Milstein strategy seems to hold a much smaller divergence from the existent solution ( Tables 1 & A ; 2 ) . The consequence is non surpris ing as both Euler and Milstein can be derived by using the Taylor multinomial enlargement to the SDE, with the difference that the Milstein strategy is of higher order. The one chief concern normally with higher order strategies, is the how computationally expensive it can be. Truth is though, that even a criterion place computing machine can easy run the plans in affair of seconds. As such, we further prove the Milstein strategy against the existent solutions of two more non-linear SDEs, viz. : , that has as an expressed solution Besides we test the SDE , whose solution is Our following measure is to widen our consequences to supply a method that works in SDEs with fBM. We besides compare numerically our method with an N-step method suggested by Ian Lewis in [ 6 ] . As with the Milstein method for SDEs affecting Brownian Motion, we apply the Taylor multinomial to the general signifier of SDE with fBM. Our consequence and suggested method is given by: One comment for our method is that if we set we get expression ( 3.13 ) which is the Milstein method for SDEs affecting standard Brownian Gesture. Proof: The Milstein Scheme for standard Brownian gesture can be produced by adding the term to the Euler method. In similar attack we have Measuring the last term we have: Substituting back in ( 3.20 ) we get For the numerical simulation, we consider the SDE with Its solution is given by Next we run a comparing of the drawn-out Milstein strategy to the existent solution of the SDE with. The result is really encouraging.Figure. SDE with fBM utilizing the drawn-out Milstein Method Table 5. Average MistakesIn a caput to head comparing with the method suggested in [ 6 ] , we resulted in an absolute mistake of nothing. After farther probe it seems that the two strategies are in fact the same strategy. The chief difference is that the suggested method in this paper is a much simpler look and non dependent on summing ups of ternary integrals.DecisionsWe believe that our methods for imitating Brownian Motion and fractional Brownian Motion is reasonably strong due to the fact that they are derived straight from the belongingss of the procedures. Sing SDEs with Brownian Motion, we reject the Heun method and take to either usage either Euler or Milstein method. The Milstein method is slightly closer to the exact solution, but the Euler method might be more appropriate for finer dividers on t. Finally we suggest that for SDEs affecting fBM, the drawn-out Milstein method should be used. R. Brown, A brief history of microscopical observations made in the months of June, July and August, 1827, on the atoms contained in the pollen of workss ; and on the general being of active molecules in organic and inorganic organic structures. † Phil. Mag. 4, 161-173, 1828. D.J. HIGHAM, An algorithmic Introduction to Numerical Simulation of Stochastic Differential Equations, SIAM Review, September 2001, Vol. 43, Number 3, pp. 525-546 B.Oksendal, Stochastic Differential Equations, An Introduction with Applications, Fifth Edition, Springer, 1998. D.W. Strook & A ; S.R.S Varadhan, Multidimensional Diffusion Processes, Springer-Verlag, 1979, p51. P. Kloeden AND E. Platen, Numerical Solution of Stochastic Differential Equations, Springer, 1992 I. Lewis, One Stage Approximation of SDEs with Noise Modeled as fractional Brownian Motion, Honors Undergraduate Thesis supervised by B. Pasik-Duncan, 2005 A.N. Kolmogorov, Wienersche Spiralan and einige andere interessante Kurven im Hilbertschen Raum, C.R. ( doklady ) Acad. Sci. Urss ( N.S. ) , 26, 1940, pp. 115-118 B.B. Mandelbrot and J.W. Van Ness, Fractional Brownian gesture, fractional noises and applications, SIAm Rev. , 10, 1968, pp. 422-437 H.E. Hurst, Long Term Storage Capacity of Reservoirs, Transactions of the American Society of Civil Engineers, 1951, 116, 770-799 J. Beran ( 1994 ) Statistics for Long-Memory Procedures, Chapman & A ; Hall

Discuss Some Hindu Influences in America Essay Example | Topics and Well Written Essays - 250 words

Discuss Some Hindu Influences in America - Essay Example The influence is quite evident as there are numerous temples that were created by people belonging to the Hindu religion in the region of America. These temples can easily be seen in regions such as Texas and New York. In these temples people practice their religious traditions such as Holi and Diwali quite openly. In these events people belonging to the Hindu religion as well as the other citizens of America participate together. Another major example of the influence of Hindu religion on the American soil is the acceptance of Kama Sutra. The book is thought to be a guideline for having a sexual experience. Hindus believe that the book teaches about pleasure, love as well as wishes. This book was translated into English and gained great popularity during the period of 1990s (Ciochetto 77). The Hindu religious music has even greatly influenced the music industry of America. Quite famous Hindu chants have now become a part of the main stream music industry of America. For example The Hare Krishna mantra has become quite a famous song in

Subsidies in the EU and the WTO. An assessment of evolution and impact Essay

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Community Project Paper - Essay Example My community health class and I decided to volunteer to go in person to the House of Ruth. This is because the House of Ruth is not far off from where we are, and they appreciate any contributions given to them including material donations. It is was also convenient for each one of us from class, and therefore we decided to go together to give at least a sizeable donation together as a class. The House of Ruth, as mentioned above, helps those infected or affected by HIV/AIDs to move on with life, especially because of the added burden of medical care for the sick. These families and individuals will often be subjected to financial and material strains. The House of Ruth comes in to help ease these burdens through volunteers and donors. I personally dropped off donations at the House of Ruth, which included toilet paper, two tissue boxes and two shampoos. The reason I chose House of Ruth is because it is dedicated to making a difference in the lives of people affected or infected with HIV/AIDS. Their  noble cause is worth, and they are a non-profit organization, depending mainly on volunteers and donors. As such, it only felt right to go and take part in making a difference in the lives of these people, and that is mainly why we chose it. Again, the House of Ruth is not far from our residence, making it convenient to drop off our donations in person. The house evidently could do with donations since it is a non-profit organization. The donations we made would be used to provide essential commodities for the beneficiaries of the house. This will give them an easier time in their day-to-day living and improve their life quality. Financial donations can be used for educational purposes and for providing basic necessities too to the people of the House. There was not much that we donated, but the little we did surely put a smile on the faces of these

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Exercise - Assignment Example Cognitive linguistics assumes that the interactions of human beings are mediated by the mental informational structures. This is to say that the human beings perceive things or ideas based on how the natural language presents them to the society. In principle, this notion implies that cognitive linguistics is not just a science of language rather it is an experience of the universe as presented by language. The second assumption is that the cognitive linguistic forms an unchangeable part of an innate aspect of the human cognitive awareness. This is to say that the part of the human mind which informs on other things also informs the same human being on the aspects of the natural language. In retrospect, the underlying principle and argument is that the cognitive part of the human brain informs the language patterns as well as other things in the human being (Lee, 2001). For instance, if a term has a specific meaning, it is innate in that form as presented by the language and the mental construction of the same word. Perspective in its aspect and broadest notion refers to an opinion or view which has no absolute meaning or implication. This is to say that a perspective varies from one person to the next based on the preferences of the person or individual inclinations which inspire the person to believe something and dispute others. According to the arguments and ideas put forth by Fillmore on case grammar, it conceptualizes that language is constructed and border within set semantics frames. This is to say that if a concept or a system of ideas is introduced in a text, then the other parts of the ideas would obviously and automatically fit in the text. Similarly, the flawed intuition was based on predicates, arguments and semantic frames. For instance, if a sentences such as Mark opened the opened today. Mark did open the lock using a key. The lock opened. All these three sentences have a

Reader Response to Bartleby the Scrivener Essay Example | Topics and Well Written Essays - 750 words

Reader Response to Bartleby the Scrivener - Essay Example It could be argued that the lawyer gets a scrivener after his heart to help him know himself better. In a significant piece of self-analysis, the narrator says, "though I belong to a profession proverbially energetic and nervous, even to turbulence, at times, yet nothing of that sort have I ever suffered to invade my peace." He is "one of those unambitious lawyers who never addresses a jury, or in any way draws down public applause; but in the cool tranquillity of a snug retreat, do a snug business among rich men's bonds and mortgages and title-deeds. All who know me consider me an eminently safe man"(par.3). The position of the subordinates in his office is also preeminently safe. His permanent staff of scriveners consists of a uniquely eccentric trio called Turkey, Nippers and Ginger Nut. Their idiosyncrasies may have led a less phlegmatic employer to dismiss them, but the narrator merely consoles himself with the thought that " I never had to do with their eccentricities at one time. Their fits relieved each other like guards. When Nippers' was on, Turkey's was off; and vice versa. This was a good natural arrangement under the circumstances" (par. 13). As for Ginger Nut, "to this quick-witted youth the whole noble science of the law was contained in a nut-shell" (par. 14), says the narrator with an almost paternal indulgent irony. The point is that this was the state of affairs in the narrator's office before Bartleby joined them to fill a temporary position. What of Bartleby at this time At least, he shows sufficient initiative to apply for the position and seems to have possessed enough enterprise to impress his employer. As the narrator remarks, "I engaged him, glad to have among my corps of copyists a man of so singularly sedate an aspect, which I thought might operate beneficially upon the flighty temper of Turkey, and the fiery one of Nippers" (par.16). And what of his first days at work The narrator describes it thus: As if long famishing for something to copy, he seemed to gorge himself on my documents. There was no pause for digestion. He ran a day and night line, copying by sun-light and by candle-light. I should have been quite delighted with his application, had be been cheerfully industrious. But he wrote on silently, palely, mechanically. (par. 18) Although, or perhaps, because, he had done an extraordinary quantity of work, Bartleby politely refuses to have anything to do with the checking of the documents for mistakes-he 'prefers' not to. No explanation is given by Bartleby, or by the narrator. Was it a supreme confidence in the infallibility of his written work No, because he also refuses all other kind of work such as reviewing the writing of others, running simple errands, or anything of the sort. Later, he declares that he has "decided upon doing no more writing"(par. 126) and he finally informs his employer "he had permanently given up copying" (par. 133). What is the cause of this change in Bartleby Is Bartleby perhaps the narrator's alter ego, providentially chosen to reveal to him his own essential inner self When he realizes that Bartleby had nowhere to go after office hours, "a feeling of overpowering stinging melancholy" overwhelms the narrator: "The bond of a common humanity now drew me irresistibly to gloom. A fraternal melancholy! For both I and Bartleby were sons of Adam" (par.89). After

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Classroom Teaching & Technology integration in the society Essay Example for Free

Classroom Teaching Technology integration in the society Essay An individual in this urban society interacts more with machines than the humans. Similarly, a child in this 21st century is born in an environment where digital electronics rules and it would be very much difficult of him to realize the fact that a century ago it was difficult to even call a place nearby. Things were very much mechanical and analytic. The world was a big place and large enough to consider each of the nations as islands of culture with least of interference of other culture. But now the world has become very small with information from far off places are available with a click of mouse. Websites are the second address of everything that has got dual presence i.e. both physical as well as virtual. Even though there is the same physical distance but virtually all are sitting together and is available at the virtual locations. The above mentioned changes and the rate at which these changes are being incorporated into the human civilization are going to continue and as a result everything that will see the integration of technology will accelerate. These can be a business group or a community or a simple family. The matter of importance is the individual’s capability to adopt itself to changing condition not only to thrive but to achieve further success (Chen, 2006). The above mentioned changes have actually called on classroom teachers to follow up with this technology integration. The common nation is that teachers without the knowledge of basic technology skills are more of an obstacle to any technology integration either in present or in future. But the same person can provide efficient leadership by becoming aware of basic technology skills and some imaginative thought process (Bolman Deal, 2002). This includes creation of a vision and then sharing and implementing the vision through arrangement of proper funding. A teacher’s acquaintance with these issues and its impact of technological standards actually gives an in depth view of very basic platform over which administrators knowledge stands (Bowman, Newman, Masterson, 2001). His knowledge and understanding of technology is perhaps the most important factor that determines whether the assimilation of education and technology will work in the classroom or not (Hughes Zachariah, 2001). Teachers who are technologically sound are more comfortable with the youth and children of today who are very much tech savvy and habitual of using hi-tech electronic equipments. They generally work in direct contact with students thereby the exchange of ideas from both side could be achieved and hence the possibility of better result from this technology implementation would be achieved. They would also convince the students in cooperating with the other teachers and other important elements of the complete implementation staff. Being an education professional, he or she is very much aware of facts that the effectiveness of the technology integration is a very much a variable depending on administrators’ competencies. The development of this specific and well researched competencies helps in providing proper guidelines for establishing steps for the administrator to maintain technology leadership and hence his assistance in technology integration in schools will result far reaching outputs in technology literacy and enhanced student learning. The educators’ perceptions of principal technology leadership competencies at the later stage is an important factor behind the successful integration of technology ensuring smooth rather flow of knowledge and information (Chin Hortin, 1994). Learning in the classroom will generate a new relationship between the teacher and the student thereby engaging and modernizing various methods for assessment as well as study. The broader relation between the educators and the students will give real time information to the teachers about the performance of the students. Through this they can search for newer methods to help their students. These processes will ensure more compact relationship and the students will learn in a very few period rather than the months (Trends, 2006). The newer technology generally in the form of computer internet has provided a different addition to the meaningful learning of education. One of the first and most vocal proponents of the use of technology to promote this type of meaningful learning was Seymour Papert (1980, 1994) who believed that computers could provide a powerful tool for learning. He also noted that schools have frequently ignored the broad capacities of computers for instructional support, isolating them from the learning process rather than integrating them into all areas of the curriculum. Using the techniques of the constructivism effectively, the teacher can teach or educate their students in a better way. Teachers are beginning to use technology as a tool to promote students’ ability to reason and solve authentic problems. Teachers have now been using technology and also integrating them into formal education system with intention to transform classrooms into technology intensive knowledge centers providing purposeful learning with experimental leaning that would intuitively create an environment of authentic action rather than awareness and simple information. The effective use of technology can integrate higher cognitive skill development and thinking skills such as problem solving, reasoning, decision making, and scientific inquiry. When teachers are thorough and totally integrate technology into class room a very different environment comes into existence. A constructivist learning environment is a place in which learners work together and support each other as they use a variety of tools and information resources in their guided pursuit of learning goals and problem-solving activities. Constructivist learning environments frequently encompass many different applications of media and technology. Classrooms under this environment are active with the combine of the tools of constructivism with communication and visualization tools that enable communication and collaboration among learners in a socio cultural context. Increased student achievement can result because of the synergy created through dynamic interactions (Sandholtz, Ringstaff, Dwyer, 1997). In short the teachers must acquire the desired skill level which helps them in gaining the knowledge the use of computer based technology .The survey revealed that most students have said that their teachers do not use computers in sophisticated ways. And if the teachers are not provided the useful support needed to integrate computers into the overall framework of the classroom, it is unlikely that their students will use computers in ways that will improve their learning process (Fuller, 2000). References Bolman, L. G., Deal, T. E. (2002). Leading with soul and spirit. The School   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Administrator, February, 21-26.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   computer. New York: Basic Books. Sandholtz, J., Ringstaff, C., Dwyer, D. (1997). Teaching with technology: Creating

Impact of the Technological Revolution

Impact of the Technological Revolution 1 INTRODUCTION The role of technological revolution has touched every aspect of peoples lives from shopping to banking. The changes have great impact on services quality and banking activities has enabled the banks to compete in the world markets (Siam 1999-2004, 2006). The banking industry worldwide is witnessing a growing technology driven self-service by way of electronic banking (e-banking) through interacting with customers as a way of increasing productivity. The use of Information Communication Technology (ICT) helps the banks in making strategic decisions by enabling better alignment of business to build better relationship with customers. ICT has enabled banks to provide the following services: Automated Teller Machines (ATM) that have been installed at convenient places for customers to access their accounts anytime. Electronic Data Interchange (EDI) that allows different organisations to exchange transactional, financial and business information between their computer systems. Plastic Cards designed to pay for goods and services without necessarily using cash and also to withdraw cash from ATMs located worldwide. Electronic Clearing Service (ECS) is a facility that allows fund transfer from one bank to another electronically. It can be used for bulk or repetitive transfers either by institutions for dividend distribution, salary, etc. and pension, or by individuals for regular payments to utility, loan repayment, etc. Internet Banking as a channel of Electronic Banking (E-banking) allows the customer to do transactions through the banks web page in a flexible mode, i.e. at anytime and anywhere. The flexibility of E-banking is a major benefit to customers because they are able to access the banking services at the comfort of their homes or offices and no more queuing at banks. For the banking sector, E-banking is a big investment on capital and resource though the initial acquisition of relevant infrastructure, standardisation and security are expensive, especially for small banks in developing countries, but not a big problem for big banks in developed countries. These also have to follow the standard legislative and regulatory issues set within a country to protect customers rights, especially the concerning data protection. 1.1 Background of Study The role of internet has become unavoidable to business and society. Businesses and governments worldwide are always working on how to better utilise the internet in order to increase their penetration into the global market (Khan, Mahapatra Sreekumar (2009). Banking sector has seen the use of Information Technology (IT) a better way of reducing the traditional way of investing and moving along the modern technological changes in order to meet up with the global market. The growing changes in technology bring economical and social consequences on our daily life and these changes brought about the Internet. The Internet provides services like, World Wide Web (WWW), Automated Teller Machines (ATM), Electronic Data Interchange (EDI) and Electronic Funds Transfer (EFT) which are the core business services of E-banking. The banking sector has embarked on internet banking systems to enable their customers to access their accounts globally and in a flexible mode through their websites. Thi s move to internet banking has seen banks reducing long queues as some customers can serve themselves either through the ATMs or through the website, depending on the type of service they want to perform. Though the banking has embarked on internet banking systems, it has not totally abolished the traditional banking activities. This is to allow those customers who need face to face help to still come to banks to get help on whatever activities or services they need either because they do not trust the web or because they are unable to do not know the technology used and fear to make mistakes. Internet is used world wide for different things, some good and some malicious. This then brings in the issue of trust on the part of both the web site owners and users. Some users still prefer to go and queue in the banks because either they do not trust the web services or are unfamiliar with the systems and therefore feel uncomfortable to use e-banking. Trust should be built in order to encourage more customers to use the web site for their banking service needs. Trust can be categorised into tangible and intangible trust. Tangible trust is an implied trust that can be addressed by the use of digital certificates and SSL protocols and service level granularity. On the other hand intangible trust is something that can be formed or reinforced and is subjective, emotional and has a rational component. Trust can build or destroy the organisations reputation. 1.2 Motivation of Study There has been considerable work carried out in the field of e-banking/e-commerce trust (Smith French 2005); (Khalil 2007), however, there was a gap in their knowledge of cultural gap, especially in developing countries like Botswana. The motivation on this research is as follows: The need to show the importance of localisation of e-banking site as e-banking is a new phenomenon in Botswana. To make further studies on cultures of two ethnic groups within the same country as there have been very little research on this area. This is not the case with developed countries as the studies show that there has been localisation of e-banking to suit their target markets (Singer, Baradwaj and Avery 2007). 1.3 Aim The main aim of this research is to examine how the Tswana and Kalanga ethnic groups of Botswana culturally perceive trust on a B2C e-banking website and to design an e-banking website for each ethnic group. 1.4 Objectives The following objectives will be achieved through this study: A research will be carried out on how cultural background influences the trust and use of e-banking services. To relate the findings of the research in the design process of a web sites that suits the culture for Tswana and Kalanga ethnic groups. 1.5 Research Questions The research study aims to test the following key questions: What is the impact of culture on the contents of e-banking site? How does culture affect online trust in e-banking? Is it necessary to consider culture, trust and usability in designing e-banking website? How does Tswana and Kalanga cultural differences affect e-banking? 1.6 Methodology The research employs both primary and secondary data. Primary data will be collected through a structured survey which will be an online. The online survey will be through email where a link will be sent to the respondents in Botswana and UK. This method is chosen because it is flexible in that the respondents answer the questionnaires at their own free time and in a flexible mode of their computers. The other important thing is that it is cheaper to administer and responses are received more quickly and also that if there are any errors in the questionnaire it is easier to correct the errors. 2 E-SERVICES AND CULTURE WHAT IS THE RELATIONSHIP 2.1 E-Commerce and E-Banking The development of Information Technology and the advent of internet have enabled traditional business activities to change into Electronic Commerce (E-commerce). E-commerce is a process that allows businesses and customers (B2C) to exchange goods and services electronically anytime anywhere, and it includes banking, stocks and bonds, retail shopping, movie rentals, etc. E-Commerce has opened a global market where businesses can reach their respective customers quickly and cost effectively (Li et al 2009). For trading to be successful in this virtual world, trust must be considered vital not forgetting culture. E-commerce includes inter-organisational marketing process in which the following relationships are observed: B2B (business to business), B2C (business to consumer), and C2C (consumer to consumer). E-banking sometimes called electronic banking or internet banking is a system that allows people to conduct transactions and manage their accounts without necessarily going to the brick and mortar banks. For customers using internet banking to access their account, they need to have personal accounts at the respective banks websites. For e-banking to be effective, banks should invest on IT infrastructure like Hardware, Software, Networking which include connection to the internet. Automated Teller Machines (ATM) and personal computers have reduced the cost in favour of banks on paper work and labour force since customers use self services offered by banks. However, it should be noted that there are still some people who would want to be served by bank officials either because he/she does not know how to operate the banks system, does not trust it or want face-to-face interaction with bank officials. 2.1.1 Benefits of E-Banking Electronic banking or online banking is the most popular means of e-commerce for millions people worldwide. Most banking products and services are now offered over the Internet. Banks have invested in robust information technology practices and secure-transaction technologies that have made electronic banking trustworthy. This has also created some benefits on e-banking as follows: Convenience and flexibility as the customer is able to pay bills, shop and transfer money from anywhere at any time suitable to the customer as long as the customer has access to a personal computer and internet connectivity. There is no strictness of business hours as the services are available 24 hours every day unlike in the traditional brick and mortar where a customer has to observe working hours. Customers are able to manage their customers as they are able to access their accounts and therefore can cross check their accounts anytime. To the customer the only cost associated with e-banking is the cost of the time spent online which is usually charged by the internet provider. There is also time and money saving as customers do not have to travel distances to their respective banks unless on crucial issues. 2.1.2 Limitations of E-Banking As well as electronic banking have advantages there are some limitations too. Below are some limitations on electronic banking. Some bank websites have too much information that confuses the customers and the customer may feel it is a waste of time as he/she does not get the information that he/she wants and may never bother to visit the website again. The financial needs of the customer may not be quickly be predicted and therefore will take some time to be solved, which is an inconvenience to the customer. Hacking and identity theft are on the rise this calls for a certain amount of trust placed on the banks by electronic banking customers. The system should be able to stand against hacking. There is no Face-to-face interaction in electronic banking and some customers still need this type of service that are observed in a traditional bank to quickly solve or answer customers queries. In case of internet failure the customer is unable to withdraw money from his/her account and unable to even use the ATMs or credit/debit cards. Some banks charge for ATM usage by non-customers, therefore if a customer stays where there is not ATM for his/her bank, then he/she will be charged to using the facility of another bank. 2.1.3 Security and Trust Security issues are a major concern for everybody using internet whether for banking purposes or not. There is an increase of security risks in the banking sector as their systems are exposed to risky environments. Confidentiality, integrity, privacy and availability are the core areas of security that banks and financial institutions must address (Jide Awe 2006). This calls for banks and financial services authority to plan ahead in monitoring and managing the security threats. The security threats are classified in three categories; breaches with serious threats (e.g. fraud), breaches caused by casual hackers (e.g. web sites defacement or services denial (e.g. causes of web sites to crash) and flaws in systems design (e.g. genuine users able to see or use another users accounts). These threats cause serious financial, legal and reputational implications to the banks affected. Banks and financial institutions need to put in place security measures to respond to these threats. The security measures need constant update in order for them to cope with the ever increasing and advanced threats. The banks should also have sufficient staff who have security expertise in order to keep on checking and updating the banks systems. These threats bring in customers lack of trust on the electronic banking that is why some customers prefer to queue at banks to get services that they would have otherwise done through the internet. Trust should be built in order to encourage more customers to use the web site for their banking service needs. McKnight, Cummings and Chervany (1998) define trust as an individuals beliefs about the extent to which a target is likely to behave in a way that is benevolent, competent, honest, or predictable in a situation. Trust can be categorised into tangible and intangible trust. Tangible trust is an implied trust that can be addressed by the use of digital certificates and SSL protocols and service level granularity. On the other hand intangible trust is something that can be formed or reinforced and is subjective, emotional and has a rational component. Trust can build or destroy the organisations reputation. Trust is very important and should be the critical area for each bank to consider because if customers do not trust a bank then the bank will be out of business. Trust on e-banking is crucial because it can make the banks to lose money and popularity if hackers are able to access customers accounts. It can be ensured by putting stringent measures on the banks systems and including in its website the symbols/signs and text that will make the customer aware of the security of the website. Some researchers believe that in electronic cyber consumer trust is more important than in traditional transactions (Kim, Ferrin and Rao 2007). There are signs and symbols that are used in the website that indicate to the customer that the site is trustworthy. These trustworthy signs may be explicit and some implicit (French, Liu Springett 2007). 2.1.4 Cultural Models The world is comprised of people with different cultural backgrounds which justifies their behavioural variation. This variation usually shows the different cultures and values of these people. Culture is something that identifies and differentiates one person from another and it is something that is not inherited or from genes but it is learned. The environment in which a person grows usually determines the persons culture because he/she learns the language, the norms and values of the people with which he/she lives. Hofstede (1991) defines culture as the collection of human mind that distinguish the members of one human group or category of people from those of others. The manifestation of cultural differences is formed through a combination of four characteristics: symbols, heroes, rituals, and values. Rituals are sacred things that must be carried out within a cultural environment. Values are cultural things that are mentally stored as one grows up within the cultural environment. Symbols are things like language, pictures/objects and gestures that depicts meaning understood within the same cultural group. Heroes are people respected and considered to be role models within a cultural environment, however, this changes as the child graduate into adulthood. Cultural differences across the world vary according to ethnic groups and also across geographic boundaries. 2.1.5 Hofstedes Cultural Dimensions Hofstede (1984, 1991) identified the following five cultural dimensions which could be used to compare and measure cultural differences. 2.1.5.1 Power Distance Index Power is not distributed equally among the society. This is indicated by some people having more power than others, eg. some people are born kings, chiefs already having that status even at the very early age as toddlers. These people will be respected from that very early age even in way they are addressed. However, the power distance can be measured differently depending on the difference in society. There are those that are termed as large power distance culture where the subordinates do as told and the superior gives instructions and is the only one who decides what is good for the society or organisation. On the other hand there are those that are termed low power distance where there is consultation between the superior and the subordinates. In this category the superior respects the subordinates and entrust them with important assignments believing that they will be successfully completed. 2.1.5.2 Individualism versus Collectivism In individualism can be classified as nuclear family where each individual act independently, making his/her own choices and decisions. As a member of the nuclear family, the individual has to take care of himself/herself and his/her immediate families. On the other hand collectivism can be classified as patrilineal or matrilineal where people, after being integrated into the society at birth, are looked after by extended families. 2.1.5.3 Masculine versus Femininity Division of roles depend on gender, Men must provide for their families and female must take care of the children and the whole family. The assertiveness of men creates dominance over female on economic life within the family irrespective of whether it is an extended or nuclear family. However, in developed countries there are some variations on gender role pattern that enable females to enrol in courses that were initially designed for men and therefore do jobs that were done by men. In some underdeveloped or developing countries where the gender role pattern still exists, women are barred from doing jobs that are considered to be designed for men and women are also barred from enrolling on courses that are designed for men. This gender role pattern is still strictly followed in some underdeveloped countries where men are said to be head of families and thus gives the men all authority over everything that goes on in the family. Woman in such families do not have any say, they are t old what to do, how and when by their husbands and they are not supposed to question the instructions from men. 2.1.5.4 Uncertainty Avoidance Index (UAI) Most people fear uncertain situations because they cannot predict what might happen in the near future. To minimise this, organisations or societies engage strict laws and rules, safety and security measures, and religious and cultural beliefs to protect their organisations or societies. However, avoidance of uncertainty varies according to cultural differences. In high power distance culture, the boss is the only one to make decisions and the subordinates must strictly follow the bosss instructions. Subordinates expect the supervisors to tell them what to do because they regard each other as unequal. In organisations, this is also indicated by the wide salary gap whereas in societies it is indicated by the prestige given to superiors (e.g. chiefs) by their subordinates (e.g. tribes). In low power distance culture there is respect by supervisors over their subordinates. The supervisors entrust subordinates with important assignments trusting that the work will be done efficiently and if there is something wrong the supervisor will not put the blame on the subordinates, but rather takes it upon himself. The society believes people are equal irrespective of their education, religion or wealth. There is more democracy as subordinates views are sought and taken into consideration when making decisions. 2.1.5.5 Long-Term Orientation versus Short-Term Orientation The long-term orientation versus short-term orientation is a model which came a after Hofstede was convinced by Michael Bond who called this dimension the Confucian dynamism. Values of long-term orientation are more oriented towards future e.g. perseverance and thrift while on the short-term the values are more oriented towards past and present and therefore more static e.g. respect for tradition and reciprocation of greetings, favours and gifts, personal steadiness and stability. 2.1.6 Trompenaars, Hall and Other Cultural Models There are several cultural models most of which overlap into Hofstedes models (Kluckhohn; Trompenaars 2000). Trompenaars developed the below models: 2.1.6.1 Universalism versus Particularism This can be viewed as authority versus consultation. In authority the one who has authority gives instructions and makes decision without the involvement of others whereas in consultation other peoples views are taken into consideration when making decisions. 2.1.6.2 Individualism versus Communicationism Where there is balance between individuals and groups needs. 2.1.6.3 Specific versus Diffuse Relationships Here the business is done on an abstract relationship (contract) or on good personal relationship in order to bring in liking and trust. 2.1.6.4 Neutral versus Affective Communication Styles In this dimension people hide and hold on to their emotions or they show them up in which case they expect some emotional response. 2.1.6.5 Time Orientation Monochromic culture focuses more on performing the task promptly meeting the original plan and prefers to do one task at a time. Polychronic culture tends to e multi-tasking, doing different things at the same time, and emphasis is more on relationship than on tasks. 2.1.7 Halls Cultural Models Hall (1976, 1983) developed the three cultural dimensions in which he describe how people behave. Following are his Cultural Models: 2.1.7.1 Context High Context People are helped by many contextual elements to understand the rules and it is a problem for those who do not understand unwritten rules. Low Context More explanation on rules is done as things are not taken for granted and therefore there is less chance of misunderstanding. 2.1.7.2 Time Monochronic Time is where one thing is done at a time and the concern is achieving the task on schedule. Polychronic Time is where several things are done at the same time (multi-tasking) and here the concern is on relationship and not schedule. 2.1.7.3 Space High Territorial Some people have greater concern for ownership and try to mark their territorial boundaries whether at home, parking space and even in shared offices. Low Territorial People here are not much concerned with ownership of space and for them it less important Hofstede, Trompenaars and Hall did extensive research that enabled them to conduct rankings on countries cultural differences. Hofstede conducted his research on 50 countries whilst Trompenaars conducted his on between 19 and 52 countries though with fewer rankings. Although it does not clearly show whether Hall did any rankings but he did a comparison of cultural dimensions among the French, Americans and Germans. 2.1.8 Tswana Culture Households in the Tswana polities usually take the form of three residential sites: one household in the village, one at agricultural holdings outside the village but not very far from the village (where ploughing takes place) and the last a cattlepost (with kraals for keeping livestock owned by the family). †¢ Power Distance: Tswana tribes greatly respect their elders which is shown especially when the younger ones greet the elders. In Botswana greetings are used to judge somebodys behaviour and greetings are conducted in a certain manner. When greeting an elder, a younger has to stop a bit to show respect and if the younger person is a male wearing a hat, he has to take it off to show respect to the elder. A man also has to take off his hat when getting inside the house as a custom unless the man is a widower. Each Tswana tribe or ethnic group has a Chief (Kgosi) who is helped by paternal uncles and Headmen. The paternal uncles are by virtue of close relationship to the Chief advisors as they are considered to have the royal blood. Kgosis traditional court is called Kgotla, and it is the main customary court within the village where disputes or misunderstandings that could not be solved by Headmen are solved. The Chiefs Kgotla also acts as the Traditional Court of Appeal within th e village, where people who are not satisfied with the Headmens rulings can appeal. Chieftainship is inherited, so for a person to be a chief he/she has to be born from the royal family and not somebody chosen. Most of the Tswana people are Christians as Christianity was brought in Botswana as early as 1845 by a Scotsman named Dr. David Livingstone. The first Christian to be baptized by Dr Livingstone was Chief Sechele of the Bakwena and this was a good sign towards improvement in peoples way of living. For a chief to be a Christian it was easier to convince other chiefs and the people to become Christians. Christianity also contributed a lot to Tswana culture as it reduced the bureaucratic principles where only one person would make decisions for the whole family or tribe and nowadays consultation is the norm. †¢ Individualism versus Collectivism: Collectivism is the norm with the Tswana Culture where somebody has to take care of his/her family and also the extended family like uncles, grandparents, aunts, nephews and nieces. In the olden days class differentiation was very low and mostly invisible because traditionally those who had more cattle would help those who had none by distributing the cattle to those households for management. This helped the families because they would use the cattle to plough with and user their milk to feed their own family. This management of cattle also resulted in people being paid by one cow every six months or every year depending on the agreement between the owner of the cattle and the person taking care of the cattle. However, some people do not want to take the responsibilities of extended families and that is why there are organisations like SOS and other orphanage organisations to take care of orphans and also the government is giving out food r ations on monthly basis to orphans, elderly people and families considered to be very poor. †¢ Masculinity versus femininity: In the traditional Tswana setup masculinity is the norm, roles are distinguished according to gender, and this is clearly visible in traditional ceremonies where men are the only ones to sit on chairs and women sit on mats and also that in meetings men are to speak first and women are to confirm what the men have said. Men were considered heads of the families and therefore their decisions were final and unquestionable. But since the Beijing Declaration and Platform for Action at the Fourth World Conference on Women in 1995 (United Nations World-Wide Web page 1995) and the government of Botswanas emphasis on equality, some jobs/tasks which were considered to be for males only are now considered unisex. At present there are some women chiefs in some Tswana tribes which traditionally the chieftainship was considered to be for men, even if the chief would die only having daughters that meant chieftainship would be given to one of the partenal uncle s or his elder son. By this the chiefs family would have lost the chieftainship inheritance. †¢ Uncertainty avoidance: Tswana ethnic group used to believe in ancestors and most of them liked to consult traditional healers for different illnesses and protection against evil spirits. Since the introduction of Christian religion through Dr David Livingstone in 1843, most people no longer believe in traditional healing. The staple food for Tswana is sorghum or corn meal porridge which is made thinner for breakfast and thicker for lunch and supper eaten with some relish which may be chicken, meat from goat, sheep or cattle (sometimes pounded), caterpillar known as phane and various wild game and vegetables. But these cultures of food have now shifted a bit but are more common in ceremonial occasions like weddings and funerals and also westernised foods are prepared like coleslaw, pumpkin, squash, rice, etc. †¢ Long-term versus Short: Tswana culture used to allow children to go to school only to learn how to read and write. Most female teenagers were taken out of school to go and be married to elderly men as an arranged marriage between the parents without the agreement of the female teenager, but now people find their own partners and marry when they feel they are ready and not pushed. 2.1.9 Kalanga Culture Kalanga tribe is found in the north eastern part of Botswana and some in Zimbabwe, only separated by the border. The Kalanga tribe in Botswana, who are still withholding their culture, are mostly found in different villages within the north east side of Botswana. The Kalanga Language was taught in primary schools until 1972, six years after Botswana gained its independence from the British, and now the Kalanga tribe believe that since the discontinued teaching of Kalanga Language in primary schools their culture has been jeopardised. The staple food for Kalanga is sorghum or corn meal porridge which is always made thick and taken with relish. The relish is comprised of meat (sometimes pounded), caterpillar known as phane and various wild game and vegetables. But these cultures of food have now shifted a bit but are more common in ceremonial occasions like weddings and funerals and also westernised foods are prepared like coleslaw, pumpkin, rice, squash etc. Power Distance: The Kalanga, like the Tswana, have chiefs who look after the tribe. Their ancestral belief is very high even if they still do practise Christianity. This is shown in their annual Dombosaha ceremonies and also in their prayers for rain. Their prayers are conducted at the hill call Domboshaba, where they believe their ancestral god Ngwale is. The word Domboshaba means Red Hill Dombo means hill and shaba means red. Bakalaka treat Domboshaba like the Islam treat Mecca, this means Domboshaba is a holly place for Bakalaka. They believe the ancestors are always watching over the living and if the ancestors become upset they are able to send sickness to the living as a sign of displeasure. According to the Kalanga tribe the spirits displeasure is revealed through illnesses, droughts and other calamities and can be appeased only through worship to Ngwale. Individualism versus Collectivism: The Kalanga tribes are still strictly using collectivism as they look after each other or their extended families. Individualism is avoided as their belief is no man is an island. They emphasise on community care which shows collectivism dimension. Uncertainty avoidance: The Kalanga tribes believe in worshipping their ancestral god called Ngwale and they also believe in pleasing Ngwale to avoid punishment. Their belief is that Ngwale is always looking at them and if he is not happy with them, he will punish them by bringing incurable diseases, droughts and other disasters. Due to these beliefs the Kalanga tribe do not want to anger Ngwale in order to avoid the situations of calamities. They also believe in consulting Ngwale go guide them or help them solve some problems for which they have no control of like when there is not enough rain durin Impact of the Technological Revolution Impact of the Technological Revolution 1 INTRODUCTION The role of technological revolution has touched every aspect of peoples lives from shopping to banking. The changes have great impact on services quality and banking activities has enabled the banks to compete in the world markets (Siam 1999-2004, 2006). The banking industry worldwide is witnessing a growing technology driven self-service by way of electronic banking (e-banking) through interacting with customers as a way of increasing productivity. The use of Information Communication Technology (ICT) helps the banks in making strategic decisions by enabling better alignment of business to build better relationship with customers. ICT has enabled banks to provide the following services: Automated Teller Machines (ATM) that have been installed at convenient places for customers to access their accounts anytime. Electronic Data Interchange (EDI) that allows different organisations to exchange transactional, financial and business information between their computer systems. Plastic Cards designed to pay for goods and services without necessarily using cash and also to withdraw cash from ATMs located worldwide. Electronic Clearing Service (ECS) is a facility that allows fund transfer from one bank to another electronically. It can be used for bulk or repetitive transfers either by institutions for dividend distribution, salary, etc. and pension, or by individuals for regular payments to utility, loan repayment, etc. Internet Banking as a channel of Electronic Banking (E-banking) allows the customer to do transactions through the banks web page in a flexible mode, i.e. at anytime and anywhere. The flexibility of E-banking is a major benefit to customers because they are able to access the banking services at the comfort of their homes or offices and no more queuing at banks. For the banking sector, E-banking is a big investment on capital and resource though the initial acquisition of relevant infrastructure, standardisation and security are expensive, especially for small banks in developing countries, but not a big problem for big banks in developed countries. These also have to follow the standard legislative and regulatory issues set within a country to protect customers rights, especially the concerning data protection. 1.1 Background of Study The role of internet has become unavoidable to business and society. Businesses and governments worldwide are always working on how to better utilise the internet in order to increase their penetration into the global market (Khan, Mahapatra Sreekumar (2009). Banking sector has seen the use of Information Technology (IT) a better way of reducing the traditional way of investing and moving along the modern technological changes in order to meet up with the global market. The growing changes in technology bring economical and social consequences on our daily life and these changes brought about the Internet. The Internet provides services like, World Wide Web (WWW), Automated Teller Machines (ATM), Electronic Data Interchange (EDI) and Electronic Funds Transfer (EFT) which are the core business services of E-banking. The banking sector has embarked on internet banking systems to enable their customers to access their accounts globally and in a flexible mode through their websites. Thi s move to internet banking has seen banks reducing long queues as some customers can serve themselves either through the ATMs or through the website, depending on the type of service they want to perform. Though the banking has embarked on internet banking systems, it has not totally abolished the traditional banking activities. This is to allow those customers who need face to face help to still come to banks to get help on whatever activities or services they need either because they do not trust the web or because they are unable to do not know the technology used and fear to make mistakes. Internet is used world wide for different things, some good and some malicious. This then brings in the issue of trust on the part of both the web site owners and users. Some users still prefer to go and queue in the banks because either they do not trust the web services or are unfamiliar with the systems and therefore feel uncomfortable to use e-banking. Trust should be built in order to encourage more customers to use the web site for their banking service needs. Trust can be categorised into tangible and intangible trust. Tangible trust is an implied trust that can be addressed by the use of digital certificates and SSL protocols and service level granularity. On the other hand intangible trust is something that can be formed or reinforced and is subjective, emotional and has a rational component. Trust can build or destroy the organisations reputation. 1.2 Motivation of Study There has been considerable work carried out in the field of e-banking/e-commerce trust (Smith French 2005); (Khalil 2007), however, there was a gap in their knowledge of cultural gap, especially in developing countries like Botswana. The motivation on this research is as follows: The need to show the importance of localisation of e-banking site as e-banking is a new phenomenon in Botswana. To make further studies on cultures of two ethnic groups within the same country as there have been very little research on this area. This is not the case with developed countries as the studies show that there has been localisation of e-banking to suit their target markets (Singer, Baradwaj and Avery 2007). 1.3 Aim The main aim of this research is to examine how the Tswana and Kalanga ethnic groups of Botswana culturally perceive trust on a B2C e-banking website and to design an e-banking website for each ethnic group. 1.4 Objectives The following objectives will be achieved through this study: A research will be carried out on how cultural background influences the trust and use of e-banking services. To relate the findings of the research in the design process of a web sites that suits the culture for Tswana and Kalanga ethnic groups. 1.5 Research Questions The research study aims to test the following key questions: What is the impact of culture on the contents of e-banking site? How does culture affect online trust in e-banking? Is it necessary to consider culture, trust and usability in designing e-banking website? How does Tswana and Kalanga cultural differences affect e-banking? 1.6 Methodology The research employs both primary and secondary data. Primary data will be collected through a structured survey which will be an online. The online survey will be through email where a link will be sent to the respondents in Botswana and UK. This method is chosen because it is flexible in that the respondents answer the questionnaires at their own free time and in a flexible mode of their computers. The other important thing is that it is cheaper to administer and responses are received more quickly and also that if there are any errors in the questionnaire it is easier to correct the errors. 2 E-SERVICES AND CULTURE WHAT IS THE RELATIONSHIP 2.1 E-Commerce and E-Banking The development of Information Technology and the advent of internet have enabled traditional business activities to change into Electronic Commerce (E-commerce). E-commerce is a process that allows businesses and customers (B2C) to exchange goods and services electronically anytime anywhere, and it includes banking, stocks and bonds, retail shopping, movie rentals, etc. E-Commerce has opened a global market where businesses can reach their respective customers quickly and cost effectively (Li et al 2009). For trading to be successful in this virtual world, trust must be considered vital not forgetting culture. E-commerce includes inter-organisational marketing process in which the following relationships are observed: B2B (business to business), B2C (business to consumer), and C2C (consumer to consumer). E-banking sometimes called electronic banking or internet banking is a system that allows people to conduct transactions and manage their accounts without necessarily going to the brick and mortar banks. For customers using internet banking to access their account, they need to have personal accounts at the respective banks websites. For e-banking to be effective, banks should invest on IT infrastructure like Hardware, Software, Networking which include connection to the internet. Automated Teller Machines (ATM) and personal computers have reduced the cost in favour of banks on paper work and labour force since customers use self services offered by banks. However, it should be noted that there are still some people who would want to be served by bank officials either because he/she does not know how to operate the banks system, does not trust it or want face-to-face interaction with bank officials. 2.1.1 Benefits of E-Banking Electronic banking or online banking is the most popular means of e-commerce for millions people worldwide. Most banking products and services are now offered over the Internet. Banks have invested in robust information technology practices and secure-transaction technologies that have made electronic banking trustworthy. This has also created some benefits on e-banking as follows: Convenience and flexibility as the customer is able to pay bills, shop and transfer money from anywhere at any time suitable to the customer as long as the customer has access to a personal computer and internet connectivity. There is no strictness of business hours as the services are available 24 hours every day unlike in the traditional brick and mortar where a customer has to observe working hours. Customers are able to manage their customers as they are able to access their accounts and therefore can cross check their accounts anytime. To the customer the only cost associated with e-banking is the cost of the time spent online which is usually charged by the internet provider. There is also time and money saving as customers do not have to travel distances to their respective banks unless on crucial issues. 2.1.2 Limitations of E-Banking As well as electronic banking have advantages there are some limitations too. Below are some limitations on electronic banking. Some bank websites have too much information that confuses the customers and the customer may feel it is a waste of time as he/she does not get the information that he/she wants and may never bother to visit the website again. The financial needs of the customer may not be quickly be predicted and therefore will take some time to be solved, which is an inconvenience to the customer. Hacking and identity theft are on the rise this calls for a certain amount of trust placed on the banks by electronic banking customers. The system should be able to stand against hacking. There is no Face-to-face interaction in electronic banking and some customers still need this type of service that are observed in a traditional bank to quickly solve or answer customers queries. In case of internet failure the customer is unable to withdraw money from his/her account and unable to even use the ATMs or credit/debit cards. Some banks charge for ATM usage by non-customers, therefore if a customer stays where there is not ATM for his/her bank, then he/she will be charged to using the facility of another bank. 2.1.3 Security and Trust Security issues are a major concern for everybody using internet whether for banking purposes or not. There is an increase of security risks in the banking sector as their systems are exposed to risky environments. Confidentiality, integrity, privacy and availability are the core areas of security that banks and financial institutions must address (Jide Awe 2006). This calls for banks and financial services authority to plan ahead in monitoring and managing the security threats. The security threats are classified in three categories; breaches with serious threats (e.g. fraud), breaches caused by casual hackers (e.g. web sites defacement or services denial (e.g. causes of web sites to crash) and flaws in systems design (e.g. genuine users able to see or use another users accounts). These threats cause serious financial, legal and reputational implications to the banks affected. Banks and financial institutions need to put in place security measures to respond to these threats. The security measures need constant update in order for them to cope with the ever increasing and advanced threats. The banks should also have sufficient staff who have security expertise in order to keep on checking and updating the banks systems. These threats bring in customers lack of trust on the electronic banking that is why some customers prefer to queue at banks to get services that they would have otherwise done through the internet. Trust should be built in order to encourage more customers to use the web site for their banking service needs. McKnight, Cummings and Chervany (1998) define trust as an individuals beliefs about the extent to which a target is likely to behave in a way that is benevolent, competent, honest, or predictable in a situation. Trust can be categorised into tangible and intangible trust. Tangible trust is an implied trust that can be addressed by the use of digital certificates and SSL protocols and service level granularity. On the other hand intangible trust is something that can be formed or reinforced and is subjective, emotional and has a rational component. Trust can build or destroy the organisations reputation. Trust is very important and should be the critical area for each bank to consider because if customers do not trust a bank then the bank will be out of business. Trust on e-banking is crucial because it can make the banks to lose money and popularity if hackers are able to access customers accounts. It can be ensured by putting stringent measures on the banks systems and including in its website the symbols/signs and text that will make the customer aware of the security of the website. Some researchers believe that in electronic cyber consumer trust is more important than in traditional transactions (Kim, Ferrin and Rao 2007). There are signs and symbols that are used in the website that indicate to the customer that the site is trustworthy. These trustworthy signs may be explicit and some implicit (French, Liu Springett 2007). 2.1.4 Cultural Models The world is comprised of people with different cultural backgrounds which justifies their behavioural variation. This variation usually shows the different cultures and values of these people. Culture is something that identifies and differentiates one person from another and it is something that is not inherited or from genes but it is learned. The environment in which a person grows usually determines the persons culture because he/she learns the language, the norms and values of the people with which he/she lives. Hofstede (1991) defines culture as the collection of human mind that distinguish the members of one human group or category of people from those of others. The manifestation of cultural differences is formed through a combination of four characteristics: symbols, heroes, rituals, and values. Rituals are sacred things that must be carried out within a cultural environment. Values are cultural things that are mentally stored as one grows up within the cultural environment. Symbols are things like language, pictures/objects and gestures that depicts meaning understood within the same cultural group. Heroes are people respected and considered to be role models within a cultural environment, however, this changes as the child graduate into adulthood. Cultural differences across the world vary according to ethnic groups and also across geographic boundaries. 2.1.5 Hofstedes Cultural Dimensions Hofstede (1984, 1991) identified the following five cultural dimensions which could be used to compare and measure cultural differences. 2.1.5.1 Power Distance Index Power is not distributed equally among the society. This is indicated by some people having more power than others, eg. some people are born kings, chiefs already having that status even at the very early age as toddlers. These people will be respected from that very early age even in way they are addressed. However, the power distance can be measured differently depending on the difference in society. There are those that are termed as large power distance culture where the subordinates do as told and the superior gives instructions and is the only one who decides what is good for the society or organisation. On the other hand there are those that are termed low power distance where there is consultation between the superior and the subordinates. In this category the superior respects the subordinates and entrust them with important assignments believing that they will be successfully completed. 2.1.5.2 Individualism versus Collectivism In individualism can be classified as nuclear family where each individual act independently, making his/her own choices and decisions. As a member of the nuclear family, the individual has to take care of himself/herself and his/her immediate families. On the other hand collectivism can be classified as patrilineal or matrilineal where people, after being integrated into the society at birth, are looked after by extended families. 2.1.5.3 Masculine versus Femininity Division of roles depend on gender, Men must provide for their families and female must take care of the children and the whole family. The assertiveness of men creates dominance over female on economic life within the family irrespective of whether it is an extended or nuclear family. However, in developed countries there are some variations on gender role pattern that enable females to enrol in courses that were initially designed for men and therefore do jobs that were done by men. In some underdeveloped or developing countries where the gender role pattern still exists, women are barred from doing jobs that are considered to be designed for men and women are also barred from enrolling on courses that are designed for men. This gender role pattern is still strictly followed in some underdeveloped countries where men are said to be head of families and thus gives the men all authority over everything that goes on in the family. Woman in such families do not have any say, they are t old what to do, how and when by their husbands and they are not supposed to question the instructions from men. 2.1.5.4 Uncertainty Avoidance Index (UAI) Most people fear uncertain situations because they cannot predict what might happen in the near future. To minimise this, organisations or societies engage strict laws and rules, safety and security measures, and religious and cultural beliefs to protect their organisations or societies. However, avoidance of uncertainty varies according to cultural differences. In high power distance culture, the boss is the only one to make decisions and the subordinates must strictly follow the bosss instructions. Subordinates expect the supervisors to tell them what to do because they regard each other as unequal. In organisations, this is also indicated by the wide salary gap whereas in societies it is indicated by the prestige given to superiors (e.g. chiefs) by their subordinates (e.g. tribes). In low power distance culture there is respect by supervisors over their subordinates. The supervisors entrust subordinates with important assignments trusting that the work will be done efficiently and if there is something wrong the supervisor will not put the blame on the subordinates, but rather takes it upon himself. The society believes people are equal irrespective of their education, religion or wealth. There is more democracy as subordinates views are sought and taken into consideration when making decisions. 2.1.5.5 Long-Term Orientation versus Short-Term Orientation The long-term orientation versus short-term orientation is a model which came a after Hofstede was convinced by Michael Bond who called this dimension the Confucian dynamism. Values of long-term orientation are more oriented towards future e.g. perseverance and thrift while on the short-term the values are more oriented towards past and present and therefore more static e.g. respect for tradition and reciprocation of greetings, favours and gifts, personal steadiness and stability. 2.1.6 Trompenaars, Hall and Other Cultural Models There are several cultural models most of which overlap into Hofstedes models (Kluckhohn; Trompenaars 2000). Trompenaars developed the below models: 2.1.6.1 Universalism versus Particularism This can be viewed as authority versus consultation. In authority the one who has authority gives instructions and makes decision without the involvement of others whereas in consultation other peoples views are taken into consideration when making decisions. 2.1.6.2 Individualism versus Communicationism Where there is balance between individuals and groups needs. 2.1.6.3 Specific versus Diffuse Relationships Here the business is done on an abstract relationship (contract) or on good personal relationship in order to bring in liking and trust. 2.1.6.4 Neutral versus Affective Communication Styles In this dimension people hide and hold on to their emotions or they show them up in which case they expect some emotional response. 2.1.6.5 Time Orientation Monochromic culture focuses more on performing the task promptly meeting the original plan and prefers to do one task at a time. Polychronic culture tends to e multi-tasking, doing different things at the same time, and emphasis is more on relationship than on tasks. 2.1.7 Halls Cultural Models Hall (1976, 1983) developed the three cultural dimensions in which he describe how people behave. Following are his Cultural Models: 2.1.7.1 Context High Context People are helped by many contextual elements to understand the rules and it is a problem for those who do not understand unwritten rules. Low Context More explanation on rules is done as things are not taken for granted and therefore there is less chance of misunderstanding. 2.1.7.2 Time Monochronic Time is where one thing is done at a time and the concern is achieving the task on schedule. Polychronic Time is where several things are done at the same time (multi-tasking) and here the concern is on relationship and not schedule. 2.1.7.3 Space High Territorial Some people have greater concern for ownership and try to mark their territorial boundaries whether at home, parking space and even in shared offices. Low Territorial People here are not much concerned with ownership of space and for them it less important Hofstede, Trompenaars and Hall did extensive research that enabled them to conduct rankings on countries cultural differences. Hofstede conducted his research on 50 countries whilst Trompenaars conducted his on between 19 and 52 countries though with fewer rankings. Although it does not clearly show whether Hall did any rankings but he did a comparison of cultural dimensions among the French, Americans and Germans. 2.1.8 Tswana Culture Households in the Tswana polities usually take the form of three residential sites: one household in the village, one at agricultural holdings outside the village but not very far from the village (where ploughing takes place) and the last a cattlepost (with kraals for keeping livestock owned by the family). †¢ Power Distance: Tswana tribes greatly respect their elders which is shown especially when the younger ones greet the elders. In Botswana greetings are used to judge somebodys behaviour and greetings are conducted in a certain manner. When greeting an elder, a younger has to stop a bit to show respect and if the younger person is a male wearing a hat, he has to take it off to show respect to the elder. A man also has to take off his hat when getting inside the house as a custom unless the man is a widower. Each Tswana tribe or ethnic group has a Chief (Kgosi) who is helped by paternal uncles and Headmen. The paternal uncles are by virtue of close relationship to the Chief advisors as they are considered to have the royal blood. Kgosis traditional court is called Kgotla, and it is the main customary court within the village where disputes or misunderstandings that could not be solved by Headmen are solved. The Chiefs Kgotla also acts as the Traditional Court of Appeal within th e village, where people who are not satisfied with the Headmens rulings can appeal. Chieftainship is inherited, so for a person to be a chief he/she has to be born from the royal family and not somebody chosen. Most of the Tswana people are Christians as Christianity was brought in Botswana as early as 1845 by a Scotsman named Dr. David Livingstone. The first Christian to be baptized by Dr Livingstone was Chief Sechele of the Bakwena and this was a good sign towards improvement in peoples way of living. For a chief to be a Christian it was easier to convince other chiefs and the people to become Christians. Christianity also contributed a lot to Tswana culture as it reduced the bureaucratic principles where only one person would make decisions for the whole family or tribe and nowadays consultation is the norm. †¢ Individualism versus Collectivism: Collectivism is the norm with the Tswana Culture where somebody has to take care of his/her family and also the extended family like uncles, grandparents, aunts, nephews and nieces. In the olden days class differentiation was very low and mostly invisible because traditionally those who had more cattle would help those who had none by distributing the cattle to those households for management. This helped the families because they would use the cattle to plough with and user their milk to feed their own family. This management of cattle also resulted in people being paid by one cow every six months or every year depending on the agreement between the owner of the cattle and the person taking care of the cattle. However, some people do not want to take the responsibilities of extended families and that is why there are organisations like SOS and other orphanage organisations to take care of orphans and also the government is giving out food r ations on monthly basis to orphans, elderly people and families considered to be very poor. †¢ Masculinity versus femininity: In the traditional Tswana setup masculinity is the norm, roles are distinguished according to gender, and this is clearly visible in traditional ceremonies where men are the only ones to sit on chairs and women sit on mats and also that in meetings men are to speak first and women are to confirm what the men have said. Men were considered heads of the families and therefore their decisions were final and unquestionable. But since the Beijing Declaration and Platform for Action at the Fourth World Conference on Women in 1995 (United Nations World-Wide Web page 1995) and the government of Botswanas emphasis on equality, some jobs/tasks which were considered to be for males only are now considered unisex. At present there are some women chiefs in some Tswana tribes which traditionally the chieftainship was considered to be for men, even if the chief would die only having daughters that meant chieftainship would be given to one of the partenal uncle s or his elder son. By this the chiefs family would have lost the chieftainship inheritance. †¢ Uncertainty avoidance: Tswana ethnic group used to believe in ancestors and most of them liked to consult traditional healers for different illnesses and protection against evil spirits. Since the introduction of Christian religion through Dr David Livingstone in 1843, most people no longer believe in traditional healing. The staple food for Tswana is sorghum or corn meal porridge which is made thinner for breakfast and thicker for lunch and supper eaten with some relish which may be chicken, meat from goat, sheep or cattle (sometimes pounded), caterpillar known as phane and various wild game and vegetables. But these cultures of food have now shifted a bit but are more common in ceremonial occasions like weddings and funerals and also westernised foods are prepared like coleslaw, pumpkin, squash, rice, etc. †¢ Long-term versus Short: Tswana culture used to allow children to go to school only to learn how to read and write. Most female teenagers were taken out of school to go and be married to elderly men as an arranged marriage between the parents without the agreement of the female teenager, but now people find their own partners and marry when they feel they are ready and not pushed. 2.1.9 Kalanga Culture Kalanga tribe is found in the north eastern part of Botswana and some in Zimbabwe, only separated by the border. The Kalanga tribe in Botswana, who are still withholding their culture, are mostly found in different villages within the north east side of Botswana. The Kalanga Language was taught in primary schools until 1972, six years after Botswana gained its independence from the British, and now the Kalanga tribe believe that since the discontinued teaching of Kalanga Language in primary schools their culture has been jeopardised. The staple food for Kalanga is sorghum or corn meal porridge which is always made thick and taken with relish. The relish is comprised of meat (sometimes pounded), caterpillar known as phane and various wild game and vegetables. But these cultures of food have now shifted a bit but are more common in ceremonial occasions like weddings and funerals and also westernised foods are prepared like coleslaw, pumpkin, rice, squash etc. Power Distance: The Kalanga, like the Tswana, have chiefs who look after the tribe. Their ancestral belief is very high even if they still do practise Christianity. This is shown in their annual Dombosaha ceremonies and also in their prayers for rain. Their prayers are conducted at the hill call Domboshaba, where they believe their ancestral god Ngwale is. The word Domboshaba means Red Hill Dombo means hill and shaba means red. Bakalaka treat Domboshaba like the Islam treat Mecca, this means Domboshaba is a holly place for Bakalaka. They believe the ancestors are always watching over the living and if the ancestors become upset they are able to send sickness to the living as a sign of displeasure. According to the Kalanga tribe the spirits displeasure is revealed through illnesses, droughts and other calamities and can be appeased only through worship to Ngwale. Individualism versus Collectivism: The Kalanga tribes are still strictly using collectivism as they look after each other or their extended families. Individualism is avoided as their belief is no man is an island. They emphasise on community care which shows collectivism dimension. Uncertainty avoidance: The Kalanga tribes believe in worshipping their ancestral god called Ngwale and they also believe in pleasing Ngwale to avoid punishment. Their belief is that Ngwale is always looking at them and if he is not happy with them, he will punish them by bringing incurable diseases, droughts and other disasters. Due to these beliefs the Kalanga tribe do not want to anger Ngwale in order to avoid the situations of calamities. They also believe in consulting Ngwale go guide them or help them solve some problems for which they have no control of like when there is not enough rain durin