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xxviii Author’s acknowledgements

Information system integration, Communications of the ACM, 43(6), pp. 33–38 (Hasselbring, W.
2000), ACM Press Books and Journals, Copyright © 2000 ACM, Inc., reprinted by permission,
and reproduced by kind permission of the author; Figure 4.2 from www.oecd.org/sti/ict/
broadband, reprinted with permission; Figures 4.3, 8.23, 8.24, 9.5 from BrandNewWorld, Anne
Mollen/AOL UK, Cranfield School of Management/ Henley Centre 2004, with permission from
Anne Mollen; Figures 1.10, 4.6 from i2010 Annual Information Society Report 2007, published at
http://ec.europa.eu/information_society/eeurope/i2010/index_en.htm (European Commission
2007), © European Communities, 1995-2008; Figure 4.9 from Nielsen Buzzmetrics,
www.blogpulse.com, reprinted by permission of Nielsen Buzzmetrics; Figure 4.11 from
International E-Economy: Benchmarking the World’s Most Effective Policy for the E-Economy,
report published 19 November, London, www.e-envoy.gov.uk/oee/nsf/sections/
summit_benchmarking/$file/indexpage.htm (Booz Allen Hamilton 2002), Crown Copyright
material is reproduced with permission under the terms of the Click-Use License; Figure 5.5
adapted from E-Business. Roadmap for Success, Addison-Wesley (Kalakota, R. and Robinson, M.
2000), Kalakota/Robinson, EBUSINESS 2.0, © 2001, 1999 Pearson Education, Inc Reproduced by
permission of Pearson Education, Inc.; Figure 5.10 from Towards a manager’s model of
e-business strategy decisions, Journal of General Management, 30 (4) (Perrott, B. Summer 2005),
The Braybrooke Press; Figure 5.13 from Hard In choices for Senior Managers in Mastering
Information Management, Financial Times Prentice Hall, (Marchand, D. in Marchand, D. et al.
eds. 1999) pp. 187–192, Copyright © Pearson Education; Figure 5.17, Table 5.2 and Table 5.11
from E-consultancy, 2008. Managing digital channels research report by Dave Chaffey, reprinted
with permission; Figures 6.8b, 6.9 adapted from Executive’s Guide to E-Business : From Tactics to
Strategy, John Wiley & Sons, Inc. (Deise, M. et al. 2000); Figure 6.12 from i2010 Annual Informa-
tion Society Report 2008, mid-term report, published at http://ec.europa.eu/ information_society/
eeurope/ i2010/mid_term_review_2008/index_en.htm (European Commission 2008), (c)
European Communities, 1995-2008; Figure 7.3 from An E-valuation framework for developing
net enabled business metrics through functionality interaction, Journal of Organizational
Computing and Electronic Commerce, 17 (2), pp. 175–203 (Riggins, F. and Mitra, S. 2007), Taylor &
Francis, reprinted by permission of Taylor & Francis Group, ttp://www.informaworld.com; Figures
8.1 and 8.4 from Managing digital teams. Integrating digital marketing into your organisation.
Author: Dave Chaffey. Available at http://econsultancy.com, reprinted with permission; Figure
8.3 from EMarketing Excellence: Planning and optimizing your digital marketing, 3rd Edition,
Butterworth Heinemann (Chaffey, D. and Smith, P.R. 2008); Figure 8.8 from Bowen Craggs &
Co., www.bowencraggs.com, reprinted with permission; Figure 9.13 from SmartFOCUS Digital,
www.smartfocusdigital.com, reprinted with permission; Figure 9.15 adapted and reprinted by
permission of Harvard Business Review from graph on p. 167 from‘Putting the service-profit

chain to work’, by Heskett, J. , Jones, T., Loveman, G., Sasser, W. and Schlesinger, E. , in Harvard
Business Review, March-April 1994, Copyright (c) 1994 by The Harvard Business School
Publishing Corporation,All rights reserved; Figures 10.2, 10.3, 10.8, 10.10 from Managing an
E-commerce team. Integrating digital marketing into your organisation. Author: Dave Chaffey.
Available from www.e-consultancy.com, reprinted with permission; Figures 10.4 and 10.5 from
E-Consultancy, 2007,Web project management. The practices behind successful web projects.
Research report by Sonia Kay available from http://econsultancy.com, reprinted with
permission; Figure 10.9 adapted from Organizing for digital marketing, McKinsey Quarterly, No.
4, pp. 183–192 (Parsons,A., Zeisser, M. and Waitman, R. 1996), www.mckinsey-quarterly.com,
McKinsey & Co., Inc.; Figure 11.1 adapted from Groupware, Workflow and Intranets:
Re-engineering the enterprise with collaborative software, 1st Edition, Digital Press, Woburn, MA
(Chaffey, D. 1998) Elsevier, reprinted by permission of Elsevier Science; Figures 11.19, 11.21 from
Department of Business, Enterprise and Regulatory Reform (BERR) Information Security
Breaches Survey 2008, published at http://www.pwc.co.uk/eng/publications/berr_information_
security_breaches_ survey_2008.html (BERR 2008), Crown Copyright material is reproduced
with permission under the terms of the Click-Use License; Figure 11.20 from Code Red (CRv2)
Spread Animation, CAIDA/UC San Diego, www-cse. ucsd.edu/~savage/papers/IEEEESP03.pdf,
Copyright © 2001 The Regents of the University of California, reprinted by permission of The