IJCSBI Validation of Web Member Data

ISSN: 1694-2507 (Print)
ISSN: 1694-2108 (Online)
International Journal of Computer Science
and Business Informatics
(IJCSBI.ORG)
VOL 15, NO 1
JANUARY 2015

Table of Contents VOL 15, NO 1 JANUARY 2015
Determination of the Account Personal Data Adequacy of Web Community Member .............................. 1
Solomia Fedushko, Yuriy Syerov, Andriy Peleschyshyn and Korzh Roman
Layered Defense Approach: Towards Total Network Security............................................................13
Kalaivani Chellappan, Ahmed Shamil Mustafa, Mohammed Jabbar Mohammed and Aqeel Mezher
Thajeel
Millennials: Entitled Networking Business Leaders............................................................................23
Dr. Caroline Akhras
Modeling of Citizen Claims Processing by Means of Queuing System ................................................36
Oleksandr Markovets and Andriy Peleschychyn
Suggestions for Informational Influence on a Virtual Community ......................................................47
R. V. Huminskyi, A. M. Peleshchyshyn and Z. Holub
VoIP Security: Improving Quality of Service through the Analysis of Secured Transmission ...............66
Uchenna P. Daniel Ani and Mohammed Mustapha
IJCSBI.ORG

International Journal of Computer Science and Business Informatics
IJCSBI.ORG
ISSN: 1694-2108 | Vol. 15, No. 1. JANUARY 2015 1
Determination of the Account
Personal Data Adequacy of Web-
Community Member
Solomia Fedushko, Yuriy Syerov, Andriy Peleschyshyn and Korzh
Roman
Social Communications and Information Activities Department,
L'viv Polytechnic National University,
Ukraine, L'viv, S. Bandera Street 12
ABSTRACT
This article considers the current problem of investigation and development of data
verification of virtual community member by means of computer-linguistic analysis of
web-members socio-demographic profiles for web-community member identification. The
algorithm of formation system of lingvo-communicative indicators based the training
selection of web-forum members is designed. This algorithm includes the formation of
matrix of linguistic-communicative indicators and lingvo-communicative indicator weight
coefficient determination. The computer-linguistic analysis of web-community members'
information tracks is realized and verification of lingvo-communicative indicators of
gender, age and sphere of activities of web-community member is established. Based on
these results of the investigation the software algorithm of web-community members'
socio-demographic profiles verification is designed and software "Verifier of the socio-
demographic profile" is exploited. The account personal data adequacy of web-community
member is determined by means of computation of the measure of the adequacy of personal
account data. The calculation method of reliability of the result of the socio-demographic
characteristics verification of web-community member is developed for constructing the
socio-demographic profile of the web-member for web-community management.
Keywords
Socio-demographic profile, Software, Marker, Web-community member, Personal data,
Validation.
1. INTRODUCTION
The most important issues of web-communities content analysis today is
analysis of web-users’ personal data [1, 2]. In spite of significant importance
for the further development of this research field, methods of analysis are
undeveloped in particular personal information on account of web-
communities’ users. Development of web-community management software
is a priority issue because the web-community is a popular and mass service
at WWW, and existing software management tools are imperfect and not
integrated. Authenticity of web-community user personal data is an
important thing in the successful managing of web-communities.

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The scientific task of validation method development for web-communities
members’ personal data, including their socio-demographic characteristics,
based on computer-linguistic analysis of the informational content is the
current area of the research in computer linguistics. Since without linguistic
methods and computer-aided tools this is the hardest task and requires
significant time spending for web-communities administrators.
2. BACKGROUND STUDY
The verification of personal data that is contained in the global system
WWW is relevant and important research object in the following areas:
 Assessment of the online information reliability.
 The concept of content reliability, content relevance and reliability
of highly specialized content.
 The formal review of perception of trust in the information among
regular Internet.
 The personal data reliability and quality.
 Verification of socio-demographic users’ characteristics in WWW.
The results of the research in the last scientific direction – of socio-
demographic characteristics verification of users of the global environment
WWW [3, 4] – are in demand of a wide range of experts in the organization
and operation of web-communities, as such, that should ensure their
performance and efficiency. This raises an important problem of the new
methods and tools development that would have a proper scientific
justification, formality, predictable performance and versatility for
analyzing the socio-demographic characteristics reliability of the web-
communities members.
Socio-demographic characteristics
Age
Adult
Teenager
Natural
sciences
Formal
science
Gender
Man
Woman
Education level
Low
educated
Highly
educated
Sufficiently
educated
Sphere of activity
Social
sciences
Figure 1. The structure studied by social-demographic characteristics of a web-user

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For web-community user data validation, in order to improve web-
communities management [5] and to improve target techniques in online
advertising [6] is enough to analyze such basic socio-demographic
characteristics (see. Figure 1).
2.1 The reasons of socio-demographic characteristics validation:
Obtaining data from real users of social networking pages ("Facebook",
"Twitter", "Habrahabr", "Google+", etc.), the popular online newspapers
and magazines, dating sites ("LoveUA", "FindLove.in.UA", “12 Kisses”,
“Dating foreigners website”) and web-forums (Ukrainian forum of
programmers “Replace.Org.Ua”, “Domivka.Net: Ukrainian Forum”, “The
first site of the Ukrainian community in Italy”) is urgent task for web-
community administrators, police, private detectives (services that have
been increasingly needed by users of global environment Internet) and
individual user of any information resource.
Verification and setting of web-users’ personal data who performs illegal
actions that are offensive to opponents from psychological, financial, legal
angle, in particular, who levies blackmail, sends hate mails, spreads false
and aspersion information and conduct other electronic bullying.
2.1.1 Age
Age category is chosen for specified age validation in web-community
member due to a number of important factors: the presence of real online
threats to Internet users with the age of 6 to 17 years (these include
disclosure of personal confidential information, access to content that do not
meet age peculiarities and adversely affect the physical and mental health of
the child, online abuse, internet marketing crimes, etc.) and the need for
screening age group of children who have applied or already are web-
community member, that is intended only for adult web-space users.
The characteristic features of a web-identity are self-expression and
experimentation with the aim to make a definite impression on the users of
the web-community and this is peculiar especially to growing age.
The problem of age differentiation is that the penetration rate of children is
increasing in web-communities, which are intended for adult users'
communication, and this destroys communicative atmosphere of community
and vice versa, children are increasingly claiming to be adult members. This
situation can lead community administrator to criminal charges [7]. An
example of web-communities for teenagers online communication is:
"Student Forum|UNIVER-SITY", "chat for teens", chat "teenager", "chat for
teens", "Just chat" and for adults "Our anecdote with Pepper" and others.

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2.1.2 Education
Many community administrators require web-community members to
follow certain conventions of web-communication. Web-communication
convention depends on the objective goal and projected scenarios of the
web-community owners. An important factor in the possibility of
participating in a web-community is a high literacy level of web-community
member [8], level of higher education and skills.
The method of screening illiteracy and with low education level web-
community member will significantly reduce the time and financial costs,
and managers' efforts to moderate web-community. In order to screen
illiterate web- member it required to classify all members by the level of
literacy, which will help to determine the likely level of each web-
community member education. In the task automation research of detecting
errors in the text are only considered character errors. Error analysis and
data consolidation that were conducted by scientists, allows us to offer the
errors typology and to classify members in the order of education level.
2.1.3 Scope of activity
A web-member in a greater or lesser degree can belong to several areas of
interest, as the impact of the content creation in web-communities serve a
direction of education, professional activity and range of interests in spare
time. However, the result of the analysis is to determine the scope of activity
of web-community member. In the general scope of activities are classified
as science fields in the following areas: Natural sciences; social sciences;
formal science. This division is based on analysis of web-community
members Internet communication with different scopes of activities.
In web-community moderation that is intended for communication between
members of certain areas, there many questions appear about level of
professionalism, ethical principles, so filtering of web-users by scope of
activities is a necessary and important task of community administration
(government and policy portals) to improve the web-community position.
2.1.4 Gender
In order to avoid gender conflicts in web-communities that are intended for
women (L'viv Women's Forum “Cult of Beauty”, "Girls chat", Forum
"L'viv-mama" et al.) and for men ("Man Forum", "Anti-feminine site" etc.)
administrators of these communities need to enter a strict gender division.
"Web-gender change", that is a web-user creation identity of the opposite
sex, it is common on the Internet and is caused by the following factors as
the impact of cultural gender stereotypes, expression of homosexual
tendencies or transsexual or diffuse gender identity. So-called web-sex
change is more peculiar to men due to several reasons desire to control and
manipulate others, for women it is easier to get help and attract attention,

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desire to power over other men, the study of the relationship between sexes
and get new experience of Internet communication.
2.1.5 The geographic location
Locating web-user with no verification data on computer IP-address of the
web-community member using special software tools (CNGeoip, GeoLite
Country, GeoLite City, IpGeoBase, GeoIp etc.) that can determine the
belonging of IP-address to the level of countries and cities is the aim of
geographic location identification of web-member.
3. LINGVO-COMMUNICATIVE INDICATORS FORMATION
The formation system of lingvo-communicative indicators involves the
content creation and processing of training selection of web-forum
members.
The algorithm of formation system of lingvo-communicative indicators
based the training selection of web-forum members consist of these stages:
I. Primary data collection
II. Lingvo-communicative indicators formation
III. Formation of the socio-demographic profile using the software
"Verifier of socio-demographic characteristics "
The research results are significantly affected by messages context and
discussion topics. In view of this fact, the basis of this study is a diverse
sample of user information tracks of all thematic chapters, more than 40
Ukrainian web-forums.
Determination of Internet communication features - socio-demographic
markers - is performed by analysis of information track of more than 640
members of Ukrainian web-communities. The study equally considered
web-forum discussion that arises from a variety of interests and hobbies of
young persons and adults, men and women with different levels of
education.
Computer-linguistic analysis of information track of Ukrainian web-forum
members for grammatical, lexical-semantic and lexical-syntactic features
are more specific to one particular socio-demographic characteristic value of
certain web-community members.
The experts set of gender and age linguistic features, professions and
education features of web-users are formed based on:
 Researches of scientific theories and ideologies of domestic and
foreign leading scientists, linguists, sociologists, psychologists,
computer scientists;

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 Specialized dictionaries;
 Content analysis of the Ukrainian web-communities.
The main aim of this process is to consolidate lingvo-communicative
indicative features of Internet communication. Formation of lingvo-
communicative indicator sets is in grouping indicative attributes in intuitive
semantic groups. Visualization of the results is presented in tabular form in
the classification of lingvo-communicative indicators for each value of all
socio-demographic characteristics.
3.1 Formation of matrix of linguistic-communicative indicators
Based on the lingvo-communicative indicators set experts form the matrix
of lingvo-communicative indicators by computer-linguistic analysis of the
web-community content for each value of each socio-demographic
characteristics that is defined separately. As a result, for each value of
certain socio-demographic characteristics we get a matrix of lingvo-
communicative indicators:
 
   
 
 
   
 
 
 
 
 
 
   
 



















Vc,SDChVc,SDChVc,SDCh
Vc,SDChVl_N,SDChInd_Ni,Vc,SDChInd_N1,Vc,SDChInd_N
Vc,SDChVl_N,ji,j1,j
Vc,SDChVl_N,1i,11,1
Vc,SDCh
IndIndInd
IndIndInd
IndIndInd
LKI





where N_Vl - a feature that for each socio-demographic characteristics
identifies a number of socio-demographic characteristic values; N_Ind - a
feature that for each socio-demographic characteristics identifies a number
of lingvo-communicative indicators of this socio-demographic
characteristics value.
Each matrix row is a vector of lingvo-communicative indicators of some
socio-demographic characteristics:
   
 
 
   
 
 Vc,SDChVc,SDChVc,SDChVc,SDCh
Vc,SDChVl_N,SDChInd_Ni,Vc,SDChInd_N1,1 IndIndIndInd 
The vector of certain value socio-demographic characteristic SDCh of
specific certain web-community Vc:
 
 
 
 
 













)U(Ind
)U(Ind
)U(Ind
LKI
Vc,SDCh
Vc,SDCh
Vc,SDCh
1,Vc,SDChInd_N
1,j
1,1
Vc,SDCh

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Table 1 Tabular representation of functions: N_Vl & N_Ind
SDCh N_Vl N_Ind
Age 2 6
Gend 2 12
Edu 3 7
Sphere 3 11
To calculate the distance from the reference socio-demographic
characteristics value to each possible socio-demographic characteristic value
of atomic each web-community member we take as a basis the formula for
determining the Euclidean distance:
 
 
   
   
 


k,SDChInd_N
1i
SDCh
i
2
j,ij,i
k
j w*IndIndUser,Value
U,SDChVc,SDCh

where  Vc,SDChVl_N1k  ;  SDCh
iw - weight coefficient of particular
lingvo-communicative indicator of particular value of socio-demographic
characteristic.
As a result we take such value of socio-demographic characteristic which
corresponds  k
*
min   to the maximum value  UValue . Moreover, the
matrix  ijIndLKI  is universal for all values of socio-demographic
characteristics of a particular web-community, for which are synthesized
models. Depending on the subject and the type of web-community, the
model is synthesized for each socio-demographic characteristic values using
automated information system monitoring.
The weight coefficients of lingvo-communicative indicators are presented in
the vector:
     
 
 
 SDCh,Vl
Vc,SDChInd_N
SDCh,Vl
j
SDCh,Vl
1
SDCh,Vl
wwwW 
The weight coefficient vector of indicators SDCh socio-demographic
characteristics - Vl value, obtained as a result of automated information
system monitoring.
The importance of lingvo-communicative is indicated by weight coefficients.
3.2 Lingvo-communicative indicator weight coefficient determination
The weight coefficient determination for lingvo-communicative indicators
of all socio-demographic characteristic values for each socio-demographic
characteristic is completed by using information system of multilevel
computer monitoring. At the stage of the input data array forming of
information system multilevel monitoring is processing information tracks

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of web-community member for the presence of socio-demographic markers
to form lingvo-communicative indicator sets for specific web-community
with the same themes.
The matrix of lingvo-communicative indicators is an array of input data for
information system's multi-computer monitoring.
The input data array of multilevel monitoring information system should
meet certain requirements for the synthesis of qualitative multidimensional
model and must be matrices of each marker of lingvo-communicative
indicators frequency characteristics in each web-community member
information track. It is the basis for the socio-demographic characteristics
models synthesis in information system multilevel computer monitoring.
4. SOFTWARE FOR SOCIO-DEMOGRAPHIC PROFILE
VERIFICATION OF WEB-COMMUNITY MEMBER
The complex architecture reliability check of web-community member
personal data by computer-linguistic analysis of the socio-demographic
characteristics reliability of web-community member is developed, also is
described the main components of the complex, their functions and
technical aspects of implementation.
Selecting the virtual
community and information
track of community member
Analysis of information track
Formation of socio-
demographic profile
Checking the reliability of
the results of the
verification process of
socio-demographic
characteristics
Determination of membership
level to a socio-demographic
characteristics
Determination of the socio-
demographic characteristic
values
Determination of
adequacy of account
personal data
Saving the socio-
demographic profile
Figure 2. The scheme of functioning of "Socio-demographic profile verifier"

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The developed system of sets of web-member Internet communication
lingvo-communicative indicators is the basis for software of test socio-
demographic characteristic values of web-communities members - "Verifier
of socio-demographic profile". The scheme of software algorithm "Verifier
of socio-demographic profile" is described in Figure 2. The algorithm of
"Verifier of socio-demographic profile" is presented in the following stages:
Step 1. Selecting the web-community and information track of member.
Step 2. Analysis of information track.
Step 3. Formation of socio-demographic profile. This step included two
stage: determination of the socio-demographic characteristic value and
determination of membership level to a socio-demographic characteristics.
Step 4. Checking the reliability of the results of the verification process of
socio-demographic characteristics.
Step 5. Determination of adequacy of personal account data.
Step 6. Saving the socio-demographic profile. The result of this step is the
creation and preservation of socio-demographic profiles of web-members.
5. DETERMINATION OF THE ACCOUNT PERSONAL DATA
ADEQUACY OF WEB-COMMUNITY MEMBER
Adequacy of account personal data - is the characteristic of account
personal data which indicates results reliability degree of the verification
process of socio-demographic characteristics of a particular web-community
personal data that is specified in correspondent account, that is, the
determination of the account personal data veracity.
The measure of the adequacy of account personal data - a certain level of
probability that is analyzed by computer-linguistic analysis of web-
community member account to reference web-community member account
based on real and relevant information about web-community member.
The difference between 1 and  
 User,Valuek
j - is the distance between the
reference socio-demographic characteristics value and k-th web-community
member atomic socio-demographic characteristic value that is determined as
an adequate account personal data of k-th user.
 
   
 User,Value1User,Value k
j
k
j  
where  
 User,Valuek
j - the distance from the reference socio-
demographic characteristics value to each possible socio-demographic
characteristics value of atomic k-th web-community user:

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 
 
   
   
 


k,SDChInd_N
1i
SDCh
i
2
j,ij,i
k
j w*IndInd1User,Value
U,SDChVc,SDCh

where  Vc,SDChVl_N1k  . Moreover,  
   1,0User,Valuek
j  .
This vectoring method consists of the data transformation in the vector form
that will allow determining the extent of similarity between the socio-
demographic characteristic values. The similarity measure value between
the socio-demographic characteristics value and control vector (the value
that is determined in training selection of web-forums members for each set
of socio-demographic characteristic values) indicates a web-community
member identity to a certain socio-demographic characteristic value. The
analysis results vary according to the web-community specificity. To greater
ratio value corresponds the more important linguistic-communicative
indicator for the verification of socio-demographic characteristics in
particular web-community.
6. RELIABILITY OF THE VERIFICATION PROCESS RESULTS
The reliability of the result of the socio-demographic characteristics
verification of web-community member allows to evaluate the effectiveness
of computer-linguistic analysis of web-community member’s content and to
construct the socio-demographic profile of the web-community member for
web-community management and to consider this figure in web-community
moderating process.
Reliability of the results of the socio-demographic characteristics
verification - is a composite index, which depends on the following
parameters: the level of account filling, content topicality, and the relevance
of personal data in the account, the technical correctness of filling the
account, the administrative authority and web-community member activity.
Reliability of the results of the socio-demographic characteristics
verification calculated by the formula:
User
8
User
7
User
6
UAc
5
User
4
Cont
3
UAc
2
UAc
1
AnkRCBkActvkTechCkAdmP
kActlkActlkComplk)RRVer(SDCh


where 821 k,,k,k  – the weight coefficients of each parameter of the
reliability of the verification process results, which are determined by the
member’s communicative behavior and web-community development
scenario, with 1k
i
i  , 0ki  ; UAc
Compl – the level of account filling;
UAc
Actl – the relevance of personal data in the account; Cont
Actl – the level

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of content topicality; User
AdmP – the administrative authority; UAc
TechC –
the level the technical correctness of filling the account; User
Actv – the level
of activity; User
RCB – the level of compliance with the web-community
member rules; User
An – the level of anonymity. As a result,
 1,0)RRVer(SDCh  . Determination of the reliability level of the result of
the socio-demographic characteristics verification: 0,75 < Reliable Result ≤
1; 0, 25 < Ambiguous Result ≤ 0,75; 0 ≤ Simulate Result ≤ 0,25.
7. CONCLUSIONS
Determination of the account personal data adequacy of web-community
member is the important scientific and applied problem. The construction
methods and means of basic socio-demographic profiles validation of web-
communities members by computer-linguistic analysis of web-members
information track is solved this problem.
The system of lingvo-communicative indicators involves the content
creation and processing of training selection of web-forum members is
formed. Weight coefficients of lingvo-communicative indicators are
determined. The matrix of linguistic-communicative indicators is formed.
The software algorithm of web-community members' socio-demographic
profile verification – "Verifier of socio-demographic profile" is designed.
Computer-linguistic analysis of information track of Ukrainian web-forum
members for grammatical, lexical-semantic and lexical-syntactic features
are more specific to one particular socio-demographic characteristic value of
certain web-community members. The research results are significantly
affected by messages context and discussion topics. The basis of this study
is a diverse sample of user information tracks of all thematic chapters, more
than 40 Ukrainian web-forums. Determination of socio-demographic
markers is performed by analysis of information track of more than 640
members of Ukrainian web-communities. The study equally considered
web-forum discussion that arises from a variety of interests of young
persons and adults, men and women with different levels of education.
The reliability of the result of the socio-demographic characteristics
verification of web-community member allows to evaluate the effectiveness
of computer-linguistic analysis of web-community member’s content and to
construct the socio-demographic profile of the web-community member for
web-community management in web-community administrating process.

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8. REFERENCES
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[2] Shakhovska, N., 2011. Methods of customer data processing using intelligent agent of
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[3] Fedushko, S., Peleschyshyn, O., Peleschyshyn, A., Syerov, Yu., 2013. The verification
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[6] Shakhovska, N., 2011. Consolidated processing for differential information products.
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This paper may be cited as:
Fedushko, S., Syerov, Y., Peleschyshyn, A. and Roman, K., 2015.
Determination of the Account Personal Data Adequacy of Web-Community
Member. International Journal of Computer Science and Business
Informatics, Vol. 15, No. 1, pp. 1-12.

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Layered Defense Approach:
Towards Total Network Security
Kalaivani Chellappan
Department of Electrical, Electronic and System Engineering
Faculty of Engineering and Built Environment, UKM, Malaysia
Ahmed Shamil Mustafa
Mohammed Jabbar Mohammed
Aqeel Mezher Thajeel
ABSTRACT
Computer network security is one of the most critical issues facing different business
organizations. Protecting organization’s data - which is the core of the organization
existence- against attacks is very important. Multiple security tools should be implemented
in the same time in order to protect this data, as modern attacks can easily bypass most
single operated security systems. A well designed security system which take into
considerations most possible network threats is necessary to prevent intruders and provide
secure data exchange. In this paper, layered defense approach is presented as a best solution
to build network security system. In this approach multiple mechanisms are used together
to keep high security level.
Keywords: Network security; layered defense approach; risk analysis; computer network
attacks.
1. INTRODUCTION
Growing number of computer networks and recent developments in
information technology have led to increased demand on network security
issues. Although it’s huge benefits such as shared data usage, network
convergence introduced large amounts of threats to the organization’s
network systems. Having more data flowing through the network poses
security risks for both the facilities and IT teams, as a result a more complex
protection schemes should be applied.
Providing protection for both hardware and software components of the
network is not a single person responsibility, the cooperation between IT

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staff and the system is required to achieve network protection against
attacks [1]. As different staff members have different responsibilities,
different roles should be assigned to them when building the secure
network. To provide a secure network design, an analysis of possible threats
should be carried out. Appropriate risk analysis can provide an outlook on
possible network threats, network vulnerabilities and the best mechanisms
to maintain and mitigate these effects. Different security mechanisms can be
implemented to secure any organization’s network beginning from the core
network and ending with securing user end point. However, some
vulnerable point could be missed which can easily provide a base to attack
the network. Well-designed security system can guarantee high security
level which is required especially in protecting data. The essential approach
towards high level network security is layered defense.
Layered defense is defined as the concept of protecting a computer network
with a series of defensive mechanisms such that if one mechanism fails,
another will already be in place to thwart an attack [2]. Because of the
variety of attacks, no single technique can successfully protect the network.
By Utilizing layered defense strategy [1], any attack can be prevented or at
least detected. This approach requires deep coordinates between users and
network resources in order to assure secure data exchange. Rather than
dropping few firewalls between network or installing additional malware
detection software, layered defense implementing multiple strategies which
are divided into different layers. Each layer introduce partial defense
technique against specific attack, once the layer defense is passed, next layer
defense should be able to mitigate the attack or at least detect it. Like any
other security system design, layered security requires a deep analysis of the
attacks in order to identify which mechanisms to employ and where. Figure
1 shows the basic steps to design a security system. In this paper, we
introduce layered defense approach to provide total network protection. The
paper is organized as follows: section 2 explains the most famous attack on
computer networks, in section 3, we discuss the importance of risk analysis
in building network security system. Section 4 introduces detailed layered
defense approach, finally section 5 contains the conclusion on our work.
Figure 1: security design steps.

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2. ATTACK CLASSIFICATION
The common known attacks can be classified as follows [3, 4]:
A. Eavesdropping or packet sniffing
In this case the attacker captures each packet flows across the network with
the aid of packet sniffer application program. Without strong encryption, the
captured packed is plain text which simply reveal networks information [5].
B. Data modification
The attacker aims to modify the content of the captured packet without the
knowledge of the sender or the receiver.
C. IP address spoofing
This attack enables the attacker to access network data, modify it or even
delete it [5, 6].
D. Password based attacks
Once the attacker discloses the user’s password, he can access user’s data
and has all the rights and privileges as real user.
All previous attacks will result in some data being stolen or modified,
anyway the network can continue work properly. When the attacker is more
violent, it will develop more dangerous attacks which will lead not only to
network data changed, but also to destroy the network and bring it down [6].
Once the attacker captured any network node, the node is said to be
compromised. In this case the attacker can start a second group of network
attacks which contains:
A. Trust exploitation
As devices in the shared environment should trust the information from each
other, an attacker can use the compromised device to send and modify
information as a trusted user.
B. Port redirection
By installing port redirection software like NetCat on the compromised
device, the attacker can redirect packets to another port. In this case, all
network data including IP addresses, passwords and other important
information can be monitored by the attacker.
C. Man in the middle attack
In this attack, all packets exchanged between two users is passed through
the compromised device. The attacker could modify the packets without
being noticed by the sender or receiver.
D. Denial of service

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By flooding the network with extra traffic, the attacker aims to prevent the
network from performing its job. For example, the attacker can flood the
server with so many requests which makes it take a long time to process
these request and become unavailable for other users. DoS attacks are the
hardest attacks to mitigate as they are performed using the allowed traffic in
the network [7].
E. Malicious software (Viruses, worms and Trojans)
Once the attacker becomes trusted within the network, he can send packets
contains viruses, worms and Trojans to different network devices which will
deal with the data as trusted data. These malware can affect devices in
different ways, starting from erasing files to run arbitrary codes causing
memory overloading, consequently switch of the device.
F. Network partitioning
Using port redirection attack and packet sniffing, the attacker can redirect all
the packets to flow to certain device which is basically compromised. In this
case, a lot of network nodes (devices) will be virtually out of the network,
which can a virtual network partitioning.
3. RISK ANALYSIS
The first step towards building a secure network, is to carefully identify and
analyze each attack and evaluate the risks introduced to the organization's
network by these attacks. Risk analysis helps to define possible damage
caused by the attacker and methods to mitigate this damage or even prevent
it. The basic methodology of risk analysis can be summarized as in [8]
 Identify the assets.
 Identify the threats.
 Identify the vulnerabilities.
 Identify the existing controls
Generally, previous four points can be seen as three short questions; what to
protect, from whom and how. Assets identification should be done first in
order to define what asset to protect. Network asset contains both hardware
and software components. Risk analysis should clearly define which asset to
be protected and what level of protection required. After that, the
organization should define the possible threats to its network. Threats
contains every unwanted events that can damage the assets, and can be
triggered by natural or human action. Identification of threat sources also is
important point, threat sources varies from natural, human or environmental
hence, good identification of threat source should be done even before
building the network architecture. Network vulnerabilities can be defined
as” a flaw or weakness in system security procedures, design,
implementation, or internal controls that could be accidentally triggered or

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intentionally exploited and result in a security breach or a violation of the
system's security policy” [9]. The vulnerable points in the network will not
cause any harm unless some threat exploit to it. All vulnerabilities should be
well identified and monitored to detect any threat possibilities. The final
stage in risk analysis is to identify the existing controls. Controls mean all
existing procedures and mechanisms to mitigate the vulnerabilities. Existing
controls can be identified with the help of documentation of controls and
plans of risk treatment implementation. Multiple controls should be
assigned to mitigate every vulnerability, if one control failed, a
complimentary controls should be addressed to mitigate the threat.
Risk analysis can be done in two ways: Quantitative and qualitative [8].
Quantitative risk analysis is used to define the probability of risk occurrence
and possible losses, and assign them numerical values. Quantitative analysis
helps to estimate the assets, build cost, protect cost and repair cost.
Qualitative analysis is used to predict the level of protection required to the
network including asset and applications. Qualitative analysis represents the
initial monitoring to identify risks and threats that need deeper analysis, and
if the numerical threat estimation is required.
4. LAYERED DEFENSE APPROACH
Layered defense is defined as a set of network defense procedures and
technologies which aims to protect the network from intruders, these
techniques is organized such that if one failed to protect, the next one will
be ready to replace it. The complexity of the procedures depends on
organization requirements in terms of security level, cost and operability.
Any network security approach should be designed according to the
organization’s security policies which is defined as “a formal statement of
the rules by which people who are given access to an organization’s
technology and information assets must abide” [10]. In order to design a
secure network, it is really important to have a strong security policies. The
first step in security policies is to inform the network users how to protect
information and technology assets. Dividing people between network
administrators and users can help to protect the network by definition of
limited access. Also setting passwords for certain devices, information or
application will effectively protect the data from unwanted access. In
general, security policies can be summarized as: what to protect, why, from
whom and who is responsible for this protection procedure [11].

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The layered defense approach is described in terms of defense layers which
can be seen in Figure 2, these layers are as follows:
 First layer: Perimeter defense; which contains conventional
procedures like firewalls, malware detection software and network
monitoring software.
 Second layer core network defense using network monitoring, server
end point protection and patching.
 Third layer: host defense such as desktops, mobiles and laptops
devices.
 Fourth layer: applications defense, which contains both applications
run on end user devices and applications run on dedicated servers.
 Fifth layer: data defense, which is the main target of any security
system.
A. Perimeter defense
Networks perimeter is the point where network connects to the outside so
called untrusted networks, hence providing secure perimeter is the first step
to prevent unwanted access to the network and so the system information.
According to Microsoft TechNet the perimeter is defined as “every point
where the internal network is connected to networks and hosts that are not
managed by the organization’s IT team.” The firewall is the base of every
Figure 2: Layered defense approach.

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good configured perimeter. As firewall is the security guard which controls
the entry points of the network by checking every incoming and outgoing
packet, a set of rules should be predefined by the organization to help
configure the firewall properly. In this case, well configured firewall will be
able to decide what packets to accept and what to discard. According to [12]
two categories of firewalls exist; state-less firewalls and state-full. If the
firewall tested the fate of the packet by examine the packet itself, then it is
called state-less. But if the decision is made not only based on the packet
test but also by looking to the previous accepted packets, then it is called
state-full. As the packet flow is controlled, many harmful effects can be
eliminated keeping the network safe.
B. Core network defense
The basic key for core network protection is the good designed architecture.
DMZ which is network area separating between firewall and the first router
in the network is an important defense tool. DMZ hardware is working as
the second check point for the packets, by fragmenting the packet, DMZ can
detect whether the payload is malicious or not. Figure 3 illustrate the
implementation of the DMZ within the core network.
Intrusion detection and prevention systems IDPS forms the second defense
line in securing the core network. By collecting information from different
network sources, these systems can detect possible threats [13]. For
example, when the attacker performs port redirection attack, most of the
Figure 3: DMZ implementation to protect the core network

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data flows to the compromised device. By analyzing the traffic in the
network, IDPS can find the threat and report to the system administrator to
take proper reaction. The secondary router in the system is also involved in
the layered protection [14]. By dividing the network into different working
groups (VPNs), the secondary router can disseminate the network traffic in
to proper working groups.
C. End point defense
The end point in the network could be both user’s device and servers.
User’s information can be protected by the mean of operating system
protection by adjusting security configurations. Other procedures could be
useful too such as closing unused ports, hard disk encryption and
application whitelisting. Host intrusion detection systems is also can be used
to protect hosts from outside attacks. Anti-viruses software protects the
device from malicious software. These software manages databases which
contain signature for all known malicious computer codes and use signature
scanning to define malicious files. By detecting these file, many attacks and
threats can be omitted.
D. Application defense
Many attacks target the applications especially those which run on the
server. Some of these attacks are; buffer overflow attacks, password
guessing attacks, directory traversal attacks, and poorly configured network
applications that expose data to unauthorized users. Most client applications
do not listen to network ports, so they usually are not susceptible to remote
network attacks. Different tools and solutions could be used to protect
applications like Internet Information Services hardening and SQL
hardening for protecting servers [15], also installing applications and their
updates should be done from their original vendors.
E. Data defense
As business data is the most valuable content of any organization, providing
data protection is the main goal for any network security system. Adding to
previous mechanics, data defense could be done by controlling the access to
files and folders using access control lists (ACLs) [16], besides using some
encryption techniques. To prevent data loss, data back up or restore should
be done periodically using CDs or external hard disk. Finally saving data on
external hard disks rather than keeping it on desktop device can also protect
it from being stolen.
Generally, the layered defense approach use multiple techniques together to
provide total security. For example; an attacker who has physical access to
the network’s computer has to gain authorization to access the data. As the
access is protected by user’s password, the attacker should gain this
password first. Once the attacker break first defense layer (the password),

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second defense layer – in this case, it could be hard disk encryption- will be
ready to defend the attack. If the attacker succeed to break the encryption,
next defense layer – let’s say; host based intrusion detection system (IDS) -
can detect the attack, by comparing attacker behavior with system logs. The
intrusion detection system will report the attack to the administrator to take
the proper reaction.
5. CONCLUDING REMARKS
In this paper, we introduced a layered approach for computer network
security. The layered network defense can provide better security level by
the mean of arranging defense mechanism in consecutive layers such that
each mechanism has less attacks to deal with compared with the mechanism
in previous layer. Different security mechanisms are required to be
implemented in order to provide total network protection which increase the
cost and complexity of security system. Anyway, a good risk analysis of the
organization network can reduce the cost of implemented security
mechanisms by predicting which mechanism to apply and at which layer.
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[9] Stonebumer, G., Goguen, A., and Feringa A., 2002. Risk Management Guide for
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[16] Huu, T. et al., 2005. A trust based access control framework for P2P file-sharing
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Chellappan, K., Mustafa, A. S., Mohammed, M. J., and Thajeel, A. M.,
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International Journal of Computer Science and Business Informatics, Vol.
15, No. 1, pp. 13-22.

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Millennials: Entitled Networking
Business Leaders
Dr. Caroline Akhras
Associate Professor, Notre Dame University
ABSTRACT
Millennials are the young emerging workforce. Virtual workplaces led by young business
leaders are replacing the brick and mortar leaders in the developed world. In the global
marketplace, local, regional, and multinational firms delegate virtual business leaders to
address company transactions. An essential component in the competitive global
environment, millennial business leaders may shape comparative advantage, especially in
the Middle East and North African Area (MENA). This case study focuses on the
emergence of millennial leadership inside virtual teams. The aim of this paper is twofold:
(1) whether the organizational structure impacts millennials’ authority as the team leader
and (2) whether structure influences the team members’ perception of their leaders’
entitlement attitude. Participants were selected and teamed up as virtual business units.
From the research analysis, it was found that millennial leaders emerge from business units
Moreover, leaders may use authority and may have an entitlement attitude.
Recommendations were made based on the results and implications.
Keywords: Leadership, Millennials, Entitlement, Authority, Virtual Communication
1. INTRODUCTION
Millennials, technology, and organizational structures are focal in third
millennium business management, especially critical in the Middle East and
North African front given globalization, liberalization, and emerging
democratization. Research has found that millennials are the young
emerging workforce; they are entitled; and they network 24/7. Studies have
found that young entrepreneurs have played a vital role in shaping Middle
East and North African (MENA) business growth: Between 2002 and 2010,
foreign investment exploded in the Arabian Gulf influencing the industrial
and organizational climate (Kalayci and Adtan, 2012; Toone, 2012).
Millenials are said to be energized and technologically adept as a human
resource, using social media to network business objectives. Nonetheless,
effectively leading and managing a business is challenging, whether
interacting face-to-face or online, especially when the business leader is
neither sufficiently experienced nor assigned but emerges. Furthermore,
millennial business leaders who exploit fast-changing opportunities may
require a different range of core competencies than those in traditional
structures given their sense of entitlement.

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2. RELATED WORKS
Studies have shown that business leaders’ awareness of rapidly changing
environments teeming with opportunities and threats generate competitive
survival strategies. Many traditional business organizations seem to be
eroding, defunct, bringing with them high uncertainty avoidance and
resistance to adapt, yet millennials are change agents as leaders in the
international marketplace in which multinational business strategy
implements procedure using broader flatter organizations. New structural
design mechanisms are built to ensure leaner more flexible coordination and
control (Maney, Hamm and O’Brien, 2011; Goleman, 2006; Drucker,
1996). The opportunities for and need of virtual organizations has grown
with the combination of increasing globalisation and widespread
developments in information communication and technology (ICT) (Hill
and Hernandez_Requejo, 2011). For those who are flexible enough to
create, innovate, adapt and/or engage in change management, opportunities
for business growth and development abound (Kinicke and Fugate, 2012;
Kets De Vries, 2010; Beaver and Hutchings, 2005; Farren and Kaye, 1996;
Drucker, 1985). Millennial executives as virtual business team leaders look
for methods and tools that can help them sustain competitiveness; many are
able to reinvent themselves. Research studies have shown that millennials
leaders understand that today’s organizations whether traditional or
decentralized, bureaucratic or boundaryless (Welch and Welch, 2007) are
networks (Shirky, 2008; Handy, 1996) much more than a structure to be
quantitatively designed, measured, and controlled. Young yet versatile with
a mindset that is open rather than closed to the “inner and outer sphere
(Goethe),” Millennials generate organizational structures that require both
or either of a forceful or enabling leader contingent on the context and the
emotional economy (Kellerman, 2010; Kaplan and Kaiser, 2006; Goleman,
2006). One of the most common changes made in organizations is the
development of teams (Robbins, 2011; Elloy, 2008; Osburn and Moran,
2000) whereby virtual teams are groups of employees dispersed in time and
geography who, collaboratively through interdependent work tasks, generate
a product/service using ICT (Zivick, 2012). Researchers note that virtual
leaders must develop a strong portfolio of technical, interpersonal, and
conceptual skills appropriate for managing the virtual organizational
structure (Bass and Bass, 2010) whose framework is quite similar to
traditional ones though supported and driven by online leadership.
Moreover, research studies have also shown that in a leaderless autonomous
work team context leadership behaviour is necessary to move the team
forward (Zigurs, 2003). Reliance on a leader who “emerges” is essential for
the team as the “leader” seems to “fit” the responsibilities: in addition,

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she/he is selected because of proven competence (Erez, Lepine and Elms,
2002).
Studies have shown that whether assigned or emergent, leadership, mediated
by technology, implements the same tasks/performances and builds the
same relationship functions online as traditional organizations do though
due to availability of information, dispersion of the team, and permanence
of the communication some differences exist (Avolio and Kahai, 2001).
Research has shown that team functional issues as task completion may be
more difficult to resolve. In addition, studies showed that use of authority is
at times used laterally rather than hierarchically (Glucker and Schrott,
2007).Virtual leaders may have additional issues to handle stemming from
the online context (Nicholson et al., 2007).
Millennials are the emerging workforce. Born between 1980 and 1999, they
are educated, sociable, civic-minded, have a sense of morality and diversity,
are well-travelled, and technologically sophisticated (Pew Research Center,
2010; Brokaw, 1998; Strauss and Howe, 1991). They are independent, hard
working, and entrepreneurial. These personality characteristics were shaped
by the first fifteen years of the millennials’ life that served as the foundation
for their expectations and impacted their behavior. The new leader on the
business frontlines is less process and outcome oriented and less money
focused. Millennials balance family life with their work life, a witness of
and probably a testament to their parents being downsized. Their world is
wired and connected: computers, cell-phones, I-pods, I-pads, DVDs, and
cable TV. Having grown up with technology, this generation has an ICT
confidence and tenacity unlike others, awakened by and aware of world
events 24/7 (Akhras, 2012a). More importantly, millennials want to be
challenged in life and at work; easily bored with routine streamlined work
processes (US Department of Education). This Spawned Generation,
Generation Whatever (Christen in Payment, 2009, p.23) may seek creative
challenging tasks, working perseverant and consistently to win (Crampton
and Hodge, 2007), mainly driven by personal concerns.
Research has shown that millennial, like all other generations, may have
issues that need to be resolved, chief among which is their sense of
entitlement: They perceive themselves as the first, and they must
consistently be considered as the first (Twenge, 2006). Studies have found
that millennials’ entitlement is related to their socialization and their level of
their internet connectivity and networking dependency. Although brought
up by different generations of parents, research has shown that similar
parenting and socialization skills enriched millennials: children were
expected to excel and have a high sense of achievement. Promoting self-
esteem was part of their elementary education; moreover, parents also
excessively praised childrens’ assignments (Trzesniewski and Donnellan,

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2010; U.S. Department of Education). Millennials’ childhood was highly
scheduled with choice-overload and resultant stress-overload (Gleeson,
2007), maybe they are better seen as an Accelerated Generation.
Entitlement in the work environment may also have sprung from the fact
that millennials have been socialized in a world of instant information and
social networking 24/7 where events are celebrated round-the-clock. As
such, researchers have found that millennials thrive well in work-related-
contexts supported by positive as well as continuous instant feedback
(Demirdjian, 2012; Cisco Connected World Report, 2011; U.S. Department
of Commerce, 2013; Scheck, 2012; Silbergh and Lennon, 2006). Moreover,
it has also been noted that millennials tend to work well with others,
collaborating, bringing to the work context, a de-cubiclized work space
(Kapoor and Solomon, 2013; Zopiaris, Krambia-Kapardis and Varnavas,
2012; Lowe, Levitt and Wilson, 2008). Researchers have noted that not only
do millennials search for and combine frequent positive open
communication, but they also share it (Marston, 2007; Howe and Straus,
2007).
Millennial leaders play a critical role in MENA business world. Given the
review drawn from the literature, this research study seeks to determine
whether the organizational structure impacts millennials’ authority as the
team leader and whether being “virtual” influences the team members’
perception of their leaders’ entitlement attitude in both the assigned-leader
and the emergent-leader teams.
4. METHODOLOGY
This section covers the purpose of the study, the research questions, the
participants, the procedures used in the study, the research design, rubrics,
and analysis of data used.
Purpose
The purpose of this study is to determine whether the organizational
structure influences team members’ perception of their leader’s application
of authority and their entitlement attitude.
Research Questions
o Hypothesis One: In terms of online group transactions,
virtual business team members with emergent leaders
perceive significantly more authority being applied by the
leader than do virtual teams with assigned leaders
o Hypothesis Two: In terms of online group transactions,
virtual business team members whose leaders emerge

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perceive significantly more use of an “entitlement” attitude
by the leader than do virtual teams with assigned leaders.
Participants
The participants who attend two graduate level business courses at the
faculty of business administration and economics are selected as
participants. The sum total of students is 60: 34 are male; 26 are female; and
31 work in domestic and international companies. All participants attend
the Fall Semester at a private English speaking university in the Middle East
and North African Area (MENA).
Procedure
In this research design, the participants are assigned a graded team project
across the academic semester. The participants are placed in virtual teams
of five members. Each team is to work on tasks on the internet. The team
project is to be developed by all the members of the team who are to meet
regularly on the team blog in order to achieve their assigned team objective.
The blogs are generated by the course leader who is the blog administrator.
 During the sixth week of a fifteen week semester, the participants are
placed in formal teams and
told to meet to discuss the project and how and when they will
work together.
 During the seventh week, the formal teams are divide into two
categories: assigned team leader and no assigned team leader. Thus,
three teams had an assigned leader (AL) and three did not.
 During the eighth week, the participants as virtual team members are
told to collaborate on the blog, synchronously or asynchronously, in
order to personalize their blog, adding IT features to enhance and
facilitate online communication.
 During the ninth week, the participants are given the first task on the
group project. This is to be performed by each team member,
individually. The task is submitted on the team blog.
 During the eleventh and twelfth week of a fifteen week semester, the
team participants have a collaborative task. All need to work
together, synchronously or asynchronously, to complete the task.
The second task must be submitted as one assignment online.
 During the thirteenth week, the final task is to be completed. The
team participants are to finalize the graded team project. It is to be
submitted online.
 During fifteen week, all the participants are to fill out a survey (See
Appendix One).

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The Research Design, Rubrics, and Analysis of Data
The research is conducted as an experimental design with mixed method.
Two main areas are probed—conditions that lead to the emergence of
virtual business team leaders and comparative performance following the
emergence of the leader. Rubrics were generated to measure each context.
Data was analyzed using Levine’s test for equality of variance and
independent t-tests.
Rubric to Assess Perception of Authority
 The first rubric is paired three times with Hypothesis One-- In terms
of online group transactions, virtual business team members with
emergent leaders perceive significantly more authority being applied
by the leader than do virtual teams with assigned leaders. On the
Likert Scale (1 is non existence and 5 is regularly applied) points
reflect the participants’ perception of the leader’s application of
authority (see Figure 1 below).
1.0-2.0 points
When leader is
not perceived as
applying
authority.
3.0 points
When leader is perceived
as applying a moderate
level of authority.
4.0-5.0 points
When leader is
perceived as
regularly
applying
authority.
Figure 1: Rubric to Assess Perception of Authority Application
Rubric to Assess Perception of Entitlement:
 The second rubric is paired with Hypothesis Two which states that in
terms of online group transactions, virtual business team members
whose leaders emerge perceive significantly more use of an
“entitlement” attitude by the leader than do virtual teams with
assigned leaders. Thus, the rubric evaluates the attitude of
entitlement reflected by the virtual business team leader’s on the
Likert Scale (1 is non existence and 5 is regularly applied) (see
Figure 2 below).

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1.0-2.0 points
When the leader
is perceived as
not having an
attitude of
entitlement.
3.0 points
When the leader is
perceived as having the
inception of an attitude
of entitlement.
4.0-5.0 points
When the leader
is perceived as
having an attitude
of entitlement.
Figure 2: Rubric to Assess Perception of Entitlement
5. RESULTS
Based on the data analyzed, the section below discusses the results of the
analysis in line with the literature reviewed.
The first hypothesis which stated that in terms of online group transactions,
virtual business team members with emergent leaders perceive significantly
more authority being applied by the leader than do virtual teams with
assigned leaders was supported: three different tasks that were performed by
the six virtual teams were evaluated ( Task One: T=2.834 df (36), Sig(1
tailed)=0.004<0.05; Task Two: T= 2.408,df(58), Sig(1 tailed)+0.0095<0.05;
Task Three: T=7.405, df(30), Sig (1 tailed)+0.000<0.05) (See Appendix
One). Emergent leaders played a dominant role: They stepped forward to
take over and directed the team to success (See Figure 1: Rubric to Assess
Perception of Authority Application). The MENA Millennial leaders held
themselves responsible to ensure the tasks were completed in terms of path
and alignment while others in the team were responsive to being led as has
been noted by other practitioner-researchers (Oh, 2012; Blanchard, 1996,
p.86; Covey, 1996, pp. 152-3).
Business leaders held the four members in their team accountable for their
performance. In the six teams, the level of contribution of different members
was not of equal measure meaning that in three of the teams, a team leader
emerged applying authority to promote performance, communication, and
interdependence while in the other three teams the assigned leaders directed
performance. Virtual leaders have to consistently deal with maintaining
hierarchical order and compliance online (Zivick, 2012). In the United Arab
Emirates, teams have been a key component in delivering strategic goals in
successful project-based companies where it was found team leaders and
members played a responsible role in task performance (Randeree and
Ninan, 2011). Tasks may need to be executed in a coordinated fashion for
project completion (Kinicke and Fugate, 2012), and the interrelationship

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between leadership and virtual teamwork and the members themselves was
necessary in the six virtual teams (Carte, Chidambaram and Becker, 2006,
p. 340). Studies show virtual teams need leaders with skills and personalities
able to handle identical work-related problems online in a manner at times
different from traditional co-located teams ( Avolio and Kahai, 2001). In
this study, e-mail, mobile texting as well as face-to-face interaction were
used as channels of communication. Similar to leaders in traditional teams,
the face-to-face conversation on accountability may need to be done in a
one-to-one manner using teleconferencing or video-conferencing (See
Appendix One). When the leaders authoritatively directed, the team
responded and the project was completed: In effect, emergent leaders
applied more authority in each of the three tasks.
The second hypothesis which stated that in terms of online group
transactions, virtual business team members whose leaders emerge perceive
significantly more use of an “entitlement” attitude by the leader than do
virtual teams with assigned leaders was supported (T = 7.450, df (30) , Sig
(1 tailed) = 0.000 < 0.05 level of significance) (See Appendix One). Within
the three teams who were not assigned a team leader, the emergent team
leaders were perceived as entitled (See Figure 2: Rubric to Assess
Perception of Entitlement).
Research studies have found that Millennials eschew linear trajectory
(Gillespie, 2012), taking advantage of an opportunity to be “the trophy on
the shelf.” The most entitled Millennial seems to have stepped forward and
led the team as was noted by team members (See Appendix One). The
leaders’ sense of self-esteem may have played a role as has been noted in
other research studies (Trzesniewski and Donnellan, 2010; U.S. Department
of Education). In this study, the leaders wanted to be challenged at work.
Mundane work bores the Millennial leader (Edmonds and Turner, 2005).
The Spawned Generation craves challenging tasks and is driven to win
(Payment, 2009, p.23: Crampton and Hodge, 2007). Some of the emergent
leaders may have tried to “de-cubiclize” the work space (Kapoor and
Solomon, 2013; Zopiaris, Krambia-Kapardis and Varnavas, 2012), when
they livened up the blog by adding IT features to it or when they sent
supportive emails or mobile-texts to the members of the team (See
Appendix One). As such, the Millennials, as the emergent business leader
in their virtual team, worked in their own way to generate a work-related-
context supported by positive as well as instant feedback (Demirdjian, 2012;
Cisco Connected World Report, 2011; U.S. Department of Commerce;
Silbergh and Lennon, 2006).

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In short, the business team leaders in this study using information media
understood that not all team members are as goal oriented or entitled as
they. Given their need to excel, authority, mainly as a hierarchal tool rather
than a lateral tool, was used to achieve assigned team directives issued by
top level managers superior to them on the chain of command. Different
technological channels of communication were tapped into to ensure team
objectives were performed.
6. CONCLUSIONS
Two conclusions were arrived at as a result of the study: virtual business
team members perceive that their leaders apply authority to ensure that team
goals are met; moreover, virtual business team members perceive their
leaders as entitled, full of self-esteem, confident in their competence and
their precedence in the business team.
The research study found that some of the Millennials also known as
MySpace Generation, dot.com Generation, the Internet Generation, the
Great Generation, Generation Y, the “Yes” generation, Nexters, and the
Digital generation may be perceived as entitled business leaders. They are
comfortable in a flexible virtual work-related environment which they
perceive as boundaryless (Welch and Welch, 2007). There, they network
24/7, at times applying authority to achieve team objectives. Millennial
business leaders in the Middle East North African Area (MENA) today may
be seen as enthusiastic, engaged, inclusive, sociable, achievers, and curious
as other Millennials are (Pew Research Center, 2010; Everett, 2011;
Lippmann, Bulanda and Wagenaar, 2009).
The limitations found in the research conducted may have stemmed from
the sample selected as it was a convenience sample (Fraenkel and Wallen,
2006). The generalizability of the findings is limited given the absence of
random sampling as well as similar nationality, field of specialization, and
uneven gender distribution. The student sample was composed of more
males to females. An additional limitation was the sample’s lack of personal
access to the internet as the factor of expense is an overriding issue in some
developing countries. For those participants who had access, the lack of
efficiency, speed, and intuitiveness of local digital services may be
perceived as another limitation imposed on the sample in terms of their
tolerance to the poor quality of the IT service. These factors have been
observed by other practitioner researchers as obstacles to participants’
performance (Akhras, 2012b; Jenkins, 2006).
To conclude, this small scale research study found that young leaders
proved to be effective manager by applying authority. Pragmatically,

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organizational culture proved to be hierarchical. Nonetheless,
globalization, liberalization, democratization are changing the make-up of
the political economic landscape as direct investment through multinational
business corporation may infuse Western culture (Praveen Parboteeach &
Cullen, 2012; Toone, 2012; Kalaycı and Adtan, 2012; Hill and
Hernandez_Requejo, 2011). As a practitioner-researcher, I believe that
further research ought to be conducted in other business institutions in the
MENA in order to determine whether the finding arrived at in this small
scale study (Bates, 2005) are similar to others in the region. It is
recommended that further research be conducted in order to better
understand the nature and role of millennials as the emergent or assigned
new generation of post-information technology leader.
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APPENDIX
Survey
Please fill out the following survey related to the team you belonged to. Answer all the
questions posed honestly. On the Likert scale below, 1 represents no authority, 3 moderate
application of authority whereas 5 represents appropriate application of authority).
The information you provided on the survey remains confidential.
1. In the team you belonged to, did one of the team members emerge as a leader?
Yes----- No-----
Who was it?-----
2. Circle whichever personality characteristics the team leader reflected interacting
on the team project
a. Assertive
b. Diligent/Conscientiousness with respect to task completion
c. Flexible
d. Taking full charge of task completion
e. Supportive
f. Communicative on different IT media 24/7
g. Dominant
3. How much authority did the team leader exercise when you completed task one of
the team project, adding IT features to the blog? 1 3 5
4. How much authority did the team leader exercise when you worked on completing
task two of the team project, the collaborative work on the team project? 1 3 5
5. How much authority did the team leader exercise when you and your team mates
completed task three, completion of the team project? 1 3 5
6. Based on the leader’s behavior within the team, how much of an entitlement
attitude did s/he display. 1 3 5
7. In the space provided below, describe the team leader’s behavior.
Akhras, C., 2015. Millennials: Entitled Networking Business Leaders.
International Journal of Computer Science and Business Informatics, Vol.
15, No. 1, pp. 23-35.

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Modeling of Citizen Claims
Processing by Means of Queuing
System
Oleksandr Markovets and Andriy Peleschychyn
Social Communications and Information Activity Department,
L'viv Polytechnic National University, Ukraine, L'viv, 12 Bandera Str.
ABSTRACT
This article considers the work of the system “Electronic Reception” as the queuing system.
An overview the structure of the system “Electronic Reception” as a chart is given. The
initial descriptions for the queuing system are formed. Also scheme simulation model of
“Electronic Reception” is represented and found probabilities of states of the system using
the application of queuing theory. Context diagram of process of queuing system
“Electronic Reception” is designed. Data flow diagrams of the first level of the queuing
system “Electronic Reception” and data flow diagram of the subsystem “Analysis of claim”
which detailed the context diagram of process of queuing system “Electronic Reception” is
designed. A simulation model of single-channel service system “Electronic Reception” is
realized. The initial output characteristics of a service system “Electronic Reception” and
the parameters of the simulation model are formed. The state probabilities of the service
system are found. For a description of the mathematical model queuing system “Electronic
Reception” use data that were obtained in one of the experiments.
Keywords
Queuing system; Simulation model; States marginal probability; Consolidation; Electronic
Reception; System.
1. INTRODUCTION
Under the modern conditions of information technologies development,
increases the role of the Internet in people's lives has emerged the concept of
"information society". Therefore there is a necessity to implement electronic
governance for communication between authorities and citizens in various
spheres of life.
One example of such contact is the implementation of electronic public
receptions. The main purpose of electronic receptions is providing the
citizens with passive and active access to public information, electronic
consulting, collecting and analyzing citizens' views about current events,
issues. Informational services, provided by electronic reception, include:
receiving electronic claims and offering electronic consultation, receiving
claims which are addressed directly to the heads of departments of the city
council [1].

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The advantages of implementing electronic receptions in the field of
electronic governance are:
• ensure transparency of information by public authorities (citizen can
track their claims at all stages of consideration);
• citizens save time (you can get consultation through the Internet and
personal computer at home);
• access to resources at any time;
• saving privacy of citizens.
Despite listed above advantages, still remain some disadvantages:
• the processing time is unknown;
• because of large number of claims, some can be lost and not
considered;
• the time it takes to review an claim, may exceed the time limits
specified in the notice of consideration of claims and therefore
claims may remain unanswered.
In this case, in order to assess the performance of electronic receiving and, if
necessary, to make it more efficient, it is necessary to analyze it as a
queuing system.
It is necessary to solve a number of problems that may arise in the queuing
system. The main reason of these problems is irregular income of claims. It
is not possible to predict how and when complaints will be received by the
queuing system "Electronic Reception", and so there can be cases when the
system may not cope with incoming applications. There is a negative state
of system when system is almost always in a state of inaction. In such case,
the cost of its implementation is not justified [2].
It is important to organize the system to increase its throughput and
minimize losses of claims. On this depends on the number of channels that
are working on stream of claims, their productivity and discipline service.
Therefore it is important to analyze the work of the "Electronic Reception"
in artificially created conditions to obtain empirical results for the proper
relationship of government with citizens and quick respond.
2. THE ACTUALITY OF THE RESEARCH
The current planning problem of department activities in processing appeals
of citizens is quality determination of the department workload elaboration
and possibility to process the appropriate number of electronic appeals by
managers. Analytically can be defined only a part of performance indicators
of these departments. The basic indicator that characterized work quality of
the department is number of electronic appeals that are not elaborated in due
time, so-called overdue appeal. In existing system, the pendency time of

IJCSBI.ORG
electronic appeal from the receipt time is impossible to determine by
mathematical means. Despite this requirement using simulation modeling is
obvious and undeniable. To construct the imitation model it is necessary to
reproduce as accurately as possible all the processes that occur in the
system. This requires analyzing in detail all system components and the
relationships between these components.
Established simulation model of system of electronic processing of appeals
applied and successfully used in the field of e-governance, particularly in
city councils that in improved service delivery to the city citizens are
interested. Also, this model is used in the educational organizations in order
to establish feedback to applicants, students, teachers, and, in general,
institutions, organizations and companies to establish regular contact with
its customers and to receive quickly respond to the proposals, complaints or
shortcomings in the work.
3. MODELING OF FUNCTIONING PROCESS OF QUEUING
SYSTEM "ELECTRONIC RECEPTION"
The article is supposed to explore applying queuing systems in claims
processing with the aim to consolidate information. Thus, there will be
description of processes that occur in the "Electronic Reception",
formulation of baseline characteristics of the structure of the queuing system
and found marginal probabilities of states based on the results of simulation
[3]. To represent the system of electronic reception and further define
primary characteristics of the queuing system, it is necessary to build data
flow diagram, which will show the major stages of the processing of
citizens’ claims in the system.
Queuing system
"Electronic
reception" new claims
processed claims Departments
of the City
Council
Users
claims
reply
Figure 1. Context diagram
Contextual diagram shows two external entities, which queuing system
"Electronic reception" interacts with. The first external entity represents
citizens who are users and source of claims in the system. The second
external essence denotes structural units (departments of the City Council).
They are receiving citizens’ claims coming from email reception, and after
processing requests, send a reply back to the email reception.
The diagram is further detailized to trace the claim from its ingress in
electronic reception to the end of consideration process, in other words, to
the moment when the users receive an response email.

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reply
new
claims
processed claims
incoming flow
of applications
1.1. Analysis of
claim
1.4. Sending a
reply
1.3. Processing
claims in certain
department
Information
about claims
and users
data storage
data about
users and
status of claims
1.2. Deleting
spam
spam
change
the status
of claims
confirm the deletion
Figure 2. Data flow diagram of the first level of the queuing system "Electronic
Reception»
Figure 2 shows the major subsystems that a claim passes, namely:
• analysis of a claim;
• deleting spam;
• processing claim in certain departments;
• sending a reply.
After analyzing the subsystems that resulted from the decomposition of
contextual diagrams we can conclude second level decomposition of the
subsystems "Analysis of claims" and "Reply to the user." is possible.
The first subsystem "Analysis of claims", which is shown in Figure. 3, is
divided into the following processes:
• analysis of user data and text of claim;
• definition of the claim category and appropriate department;
• sending a claim to the department;
• composing of a response.
Input data of subsystem: incoming flow of applications. Output data of
subsystems: spam, responses, new claim, entering information into the
database.

IJCSBI.ORG
1.1.4.
Formulation and
responses
1.1.2. Definition
of the category
claims and
department
1.1.1 Analysis of
user data and
text claims
1.1.3. Sending
an claim to the
department
new claims
incoming flow
of applications
spam
data about
users and
status of claims
data storage
confirm
the deletion
Figure 3. Data flow diagram of the subsystem "Analysis of claim"
After sending an claim through the City Council portal to the electronic
reception, text and user data should be analyzed and identified the nature of
the claim: a request, complaint, question, etc. Because electronic reception
performs multiple functions, the claims it receives have different types that
may give priority to one type of claim over the other claims. Claims that
require immediate consideration are processed first. If the electronic
reception gets large number of claims, it forms a queue, which can be
limited in time during which claim is waiting to be considered. The time
allotted for consideration of one claim from the moment of its filing, is
defined by the statement of City Council about consideration of electronic
applications.
At this stage, it is determined whether a claim is not spam. This can be
deduced from the text of the claim and user`s personal data. If claim is
identified as a spam, it is not considered and it leaves the system. Another
important feature that indicates user while filling online electronic forms is a
claim category. This feature determines the department to which a claim
will be sent for further processing. Also from the contents of claim depends
on which service stage it goes: if the claim does not require detailed review
and electronic reception employee can consult a user himself, it proceeds to
the stage of formation response.
If the employee cannot provide answer or fulfill the request contained in the
claim he sends this claim to the department assigned for dealing with the
particular category of applications. Moreover at this stage employee records
in database all information about a claim, user`s personal data and defines
the status of claim (e. g. e-considered, under consideration). The start of

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