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Ethical Scenario
Ethics is a term used to refer to the set of rules that help in determining right and wrong behavior during moral decision making. One of the major issues in Information Technology and Information Systems is computer ethics. This is primarily because the rapid technological advancements seem to enhance the likelihood of unethical use of computer devices and information systems. As these advancements continue to occur, it is expected that the misuse and abuse of these system will continue in the future (Masrom et. al., 2010, p.26). Therefore, IT professionals are increasingly faced with the need to promote ethical use of information systems in order to enhance information security. Some of the most common examples of unethical use of information systems include identity theft, hacking, software piracy, and spam. There is need to address these unethical practices because of their potential harm to individuals and the society. Generally, a customer relationship management information system is a system used by businesses to collect and maintain data regarding customers and all their interactions with the system. These information systems tend to differ in size and complexity depending on the nature of the business and the specific goals to be accomplished. The use of customer relationship management information system tends to generate concerns and issues regarding invasion of privacy because it helps in drawing conclusions about the behavior of a customer (O'Brien & Marakas, 2006, p.252).
Information Security Ethical Scenario
As the owner of a high-class restaurant in New York City, I recently purchased a new customer relationship management information system that can assist in managing customer reservations. The new information system provides the restaurant with the capability of tracking the frequency of customer visits as well as their orders, size of their bills, the kinds of tips they leave for employees, where they are likely to sit in the restaurant, and whether they are difficult customers. While this customer relationship management information system helps in providing insights regarding customers, there are some ethical concerns regarding its processes, objectives, and outcomes. Some of these concerns include whether this type of information is an invasion of customers' privacy, the ethical responsibilities to safeguard the information, and whether it would be ethical to sell the information to other businesses in the area. These ethical concerns should be addressed in attempts to ensure information security and promote the effectiveness of the new customer relationship management information system.
The type of information collected in the new customer relationship management information system is not tantamount to an invasion of customers' privacy because ethics was not compromised. The information generally reflects the type of information collected and maintained by a customer relationship management information system. These information systems generally collect information regarding customer purchases, customer support calls, customer returns, product service and repairs, customer training, and sales activities. The information collected in the new CRM information system for the restaurant in New York City falls under these categories.
However, compromise of ethics could occur if the information is used for unethical purposes that do not promote business objectives. In essence, the information should only be used to promote and accomplish business objectives since this is the primary reason for collecting and maintaining the information.
Ethical Responsibilities to Protect the Information
One of the major ways to ensure security of the information gathered by the customer relationship management information system is to protect the information through crucial ethical responsibilities. Ethical responsibilities to protect customer information…
References
Masrom, M., Ismail, Z., Hussein, R. & Mohamed, N. (2010). An Ethical Assessment of Computer Ethics Using Scenario Approach. International Journal of Electronic Commerce Studies, 1(1), 25-36. Retrieved from http://www.academic-journals.org/ojs2/index.php/ijecs/article/viewFile/857/35
O'Brien, J. & Marakas, G.M. (2006). Management information systems with MISource 2007.
New York, NY: McGraw-Hill Irwin.
Whitman, M. & Mattord, H. (2011). Legal, Ethical, and Professional Issues in Information
Security. In Principles of information security (4th ed., Chapter 3, pp.89-116). Retrieved from http://www.cengage.com/resource_uploads/downloads/1111138214_259148.pdf
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