Introduction: Why Another Revolution? -- 1. Electronic Communication Benefits the Bottom Line --2. The Management and Flow of Information and Data --3. Remote No Longer, or I Want It Now -- 4. Is the Door Closed? Gatekeeping, Security, and Liability --5. Talk Back to Me: Two-Way Communications -- 6. Multimedia Is Here to Stay -- 7. Making It Work: Implementation and Training -- 8. How They Did It: Case Studies