MARKETING MIX - PEOPLE

These three variables are particularly important for service delivery

•People variable
•Process variable
•Physical evidence variable

A. PEOPLE

Part of the consideration for the people element of the mix is the consideration of the tactics by which people can replaced or their work automated.

These are the options in the Internet marketing which people can be replaced using internet

· Auto responders - these automatically generate a response when a company e-mails an organization, or submits an online form. (example: a computer program that automatically answers e-mail sent to it)

· E-mail notification - automatically generated by a company’s systems to update customers on the status of their order.

· Callback facility - customers fill in their phone number on a form and specify a convenient time to be contacted. Dialling from a representative in the call center occurs automatically at the appointed time.

· Frequently asked questions (FAQs) – for these, the art is in compiling and categorizing the questions so customers can easily find (a) the questions and (b) a helpful answer.

· On-site search engines – these help customers find what they are looking for quickly and are popular when available. Site maps are related feature.

· Virtual assistants - Its come in varying degrees of sophistication and usually help to guide the customer through a maze of choices

E-Learning

E-LEARNING

What is E-Learning?

- The online delivery of information for purpose of education, training, or knowledge management.

What are the benefits of E-Learning?

- Time reduction

- Large volume and diversity

- Cost reduction

- Higher content retention

- Flexibility - 24/7 from anywhere

- Updated and consistent material

- Fear-free environment

What are the challenges of E-Learning?

- Need for instructor retraining

- Equipment needs and support services

- Lack of face-to-face interaction and campus life

- Assessment - how to submit? where to submit? how to assess?

- Maintenance and updating - it is not easy to updating materials online.

- Protection of intellectual property - can i claim this is my own notes?

- Computer literacy

- Student retention

™E-LEARNING FAILURES ATTRIBUTED TO

–Believing that e-learning is always a cheaper learning or training alternative

–Overestimating what e-learning can accomplish

–Overlooking the shortcomings of self-study

–Failing to look beyond the course paradigms

–Viewing content as a commodity

–Ignoring technology tools for e-learning or fixating too much on technology as a solution

–Assuming that learned knowledge will be applied

–Believing that because e-learning has been implemented, employees and students will use it

E-Learning in Malaysia?
examples:
   - http://elearning.utm.my/
   - http://www.ezlearning.my/
   - http://elearningmalaysia.blogspot.com/




(Ref 1: Electronic Commerce 2012; Efraim Turban; Pearson; Seventh Edition)

  

•