Information Technology in a Global Society
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Too Much of a Good Thing?
Workplace Monitoring Creates Privacy Dilemmas
Kayo Ito is a systems analyst at Sanko, Inc., a large
distributor of electronic equipment. Her primary
responsibility is to make certain that the 127 end-users in
Sanko’s Osaka headquarters can access data, post to
accounts, send and receive e-mail, and accomplish all the
other duties they need to perform on the corporation’s local
area network.
She
describes herself as a facilitator and troubleshooter. She
must respond quickly to the users’ complaints and needs, and
even provide training for novice users. It’s a demanding and
time-consuming job, and until two weeks ago, Kayo was
spending up to 12 hours a day one-on-one with her users. She
spent much of her time traveling to various sites in the
different corporate buildings. The telephone was not much
help, because Kayo had to see for herself exactly what the
users saw on their screens.
Recently, however, a utility program called LANSCAPE has
changed her workday completely. The utility program and the
telephone at her desk allow her to solve user problems
without ever having to go directly to the users’
workstations and terminals. The program allows Kayo to view
and actually take over the activities of network users.
Typically, her first task upon arriving at her desk is to
check her e-mail messages for trouble spots, print the
messages, bring up LANSCAPE, and call each user one at a
time.
“John, this is Kayo in Systems. You left me a message
about a problem with the inventory re-order module. I’ve
got your screen up on my terminal now. Can you get out
of the word processor and transfer to the inventory
system?. . . Good. I see the main menu. . . Now, the
re-order module. Go ahead and repeat the steps that got
you into trouble yesterday. . . . OK, fine oops, I see
what you did. The system asks for ENTER and you hit
RETURN. What kind of keyboard to you have?. . . That’s
what I thought...
For
now, remember to hit ENTER. I’ll get the maintenance
programmer to change the module to accept RETURN too.
Sorry about that. . . . Thanks.
Good-bye.”
Then
Kayo goes on to the next call.
“Bill, this is Kayo in Systems. Your word processor
crashed? Why don’t you call it up and repeat the. . .
oh, I see the problem. You’re working with the old
version 2.3. I’ll delete it from the system. You’ll
have to remember to use
V2.4
from now on… No problem. Good-bye.”
Kayo is
delighted with the LANSCAPE utility. She roves
electronically from one troubled user to another, seeing on
her screen exactly what the user sees. The amount of time it
takes to solve the problems is about the same, but because
she can solve them from her desk, she has eliminated the
frustrating delays of travel time. In addition, she is at
her desk when the users call, and they are pleased with the
fast response time, Kayo even has time to scan users’
activities without their making a request. Her
troubleshooting has become more proactive than reactive. She
can scan a number of users without their knowledge, and when
she finds one in trouble, she can interrupt and help.
“Aro, this is Kayo in Systems. I’m looking at your
screen now. .. . I know you didn’t call, but I thought
I’d beat you to the punch. You can speed up that
multiple posting to a single customer by using the TAB
key instead of updating the record for each entry… Yes,
like that… Glad to be of service.”
Last
week Kayo and her boss, the Director of User Support, met
with the Vice President of Information Systems, Takeshi
Iida, to evaluate LANSCAPE.
Kayo
said,
“Without this program, I’d have to control the
activities of every user in every system test and move
from one building to the other. With LANSCAPE, I can
watch over their shoulders without being there. LANSCAPE
is inexpensive and easy to use. I fully endorse its
continued use and recommend we obtain additional copies
and make it available to all support personnel.”
The
three went on to discuss the increase in user satisfaction
and productivity that had resulted from the use of LANSCAPE.
Yesterday Takeshi was having his usual Tuesday lunch with
his boss, Executive Vice President Alberta Wilson. Takeshi
couldn’t stop praising LANSCAPE.
Alberta seemed especially interested. “You mean you can
tell me at any time what people are doing?”
“Not quite,” Takeshi answered. “We can only see the
screens of the users who are logged in. But of course
that’s exactly what my people need for their purposes.”
“But the people you observe this way. . . do they know
their screens are being observed?”
“No, not unless we tell them. The LANSCAPE program
doesn’t change anything on their screens. Of course,
that’s a necessary feature of the system because my
people have to see exactly what the users see.”
“Could you install LANSCAPE on my terminal, in my
office?”
“Of
course. But what value would that be?”
Alberta leaned forward and whispered, “I shouldn’t
reveal this outside the Human Resources department, but
I think I want to enlist your support. Here at
headquarters, we may have one or more persons dealing in
drugs. We have suspects but no proof. Somehow these
people are taking orders and making deliveries right on
the premises. And during company time. I suspect they’re
using the phone and maybe even the computer to make
their deals. We tried various surveillance methods with
no success. What I want to do is use LANSCAPE to
randomly check on what the suspects are doing. Then, if
we catch them red-handed, we’ll have our evidence and we
can prosecute.”
Takeshi frowned and said, “Gee, I don’t know if I should
give you that software, Alberta. Let me think about it
and get back to you.”
~~~~~~~~~~~~~~~~~~~~~~~~
Think
about the following questions:
Are
there any problems with this scenario?
Is
everyone being honest?
Is
everyone behaving responsibly and ethically?
Are
someone’s rights being violated?
~~~~~~~~~~~~~~~~~~~~~~~~
Open a Word file and
answer the following questions. Print a copy and give
it to Mr. Whitmore
a) In your opinion, what is
the first breach of ethics to occur in this story?
b) Provide one positive and
one negative outcome of Kayo’s use of LANSCAPE
c) Does Alberta need
access to LANSCAPE? Why does she want it?
d)
Provide one possible positive and one possible negative
outcome of Alberta being given access to LANSCAPE
e) In your opinion should
Takeshi give Alberta access to LANSCAPE? Explain your
reasoning.
f) In what way might
LANSCAPE be altered by the manufacturers to make it less
likely to allow or cause ethical dilemmas?