Mary Pratt

In the age of online, e-commerce customers expect nothing less than a top-notch Web site when they visit their favourite virtual store. As ordinary citizens, it's only natural these online shoppers will come to expect the same level of service delivery from their governments. Online is where it's at. But what does it take to deliver top-notch customer service in cyberspace? Here are 10 tips from those who run and evaluate top corporate Web sites.

The typical response to trouble - the deer caught in the headlights - is exactly why organizations need a detailed incident response plan. Incident response goes beyond business continuity and disaster recover, outlining specific details to efectively respond to data security breaches and network crashes. Given their breadth and specificity, these documents are usually lengthy and in need of regular upkeep. Here are five points that all IT-specific plans should contain.