Study and Develop of an online property management system

for City 2 Property

Chapter 1: Literature Review
1.1 Overview
In this chapter, the author conducts literature review mainly on the studies of online
property management system to find out how property management works on the
internet. The author also focuses on the technologies and tools involved in making
online property management system more efficient.

1.2 Online Property Management

Online property management basically contains most of the business method that
renovate to the internet. It is the management of property management using online
tools. When online property management implemented, it make many things like
booking keeping, collecting rental fees, managing properties and contact with clients
more easy and efficient.
Online property management is simple and usually do not require any high
performance or complicated application to work on. Usually, many real estate company
in Malaysia still prefer paperwork instead of using property management system to
enhance their operation. One of the reason is the preference of paperwork and not use
to working on system when think about working using a system. Therefore, less
complicated interface and process in online property management system give
advantages to those who considering on implementing system work into their business.
And for this reason, it encourages online property management system to a higher
demand level in online business nowadays.

1.3 Supporting Technologies

One of the advantages of online property management system is the usage of available
technologies that are provided to all users that enhance their online business operation.
Other than some common technologies that are usable in all business that provide
different usage and advantage to the business, there are also some technologies that
provide great advantage on online property management business.

1.3.1 Google Map

Google map is a web mapping service application powered by Google. It provide
mapping service that show a geographical mapping just like a dynamic country map, it
provide the street name and route in many different view and also paths travel by own
vehicle, foots or public transport. One of its supports towards property management is
to show the direction from one location towards another, as well as showing the
shortest route among few paths. All these benefits support users to find out the exact
location of a place, and also make users know more about the places surrounding the
targeted location in case they want to know more or when they are lost.

1.3.2 Visual Tour

Visual tour is a new snapshot technology that able to capture numerous of pictures in a
room or environment, using visual tour software and photo stitching software to stitch
all the pictures together and produce a 360 degree virtual home view. This technology
tend to provide a visual home tour to the property buyers by showing how is the inside
of a property looks like when buyers does not need to travel all the way to the property
location but using the internet to enjoy a tour just like when they are exactly in the
building.
To produce a visual tour video, a RTV tour builder kit contains of a camera and custom
rotator mount on the side of the camera is needed. To start capturing, place the tripod
on a best capturing spot, usually on the middle of a room, then manually rotate the
camera one side to another from left to right, and then from top and bottom until every
view of that room is being taken. Upon completing the capturing process, a visual tour
software by overlapping the sides of all images together to utilize a 360 degree
panaromic images. Lastly, the completed visual tour video need to upload to the RTV
tour server through the internet to allow tour video automatically customize with
owner’s banner, logo or photos, and then features like hyperlink to post into their
websites, google map, and others will be added and send back to the owner.

1.3.3 Other Supporting Tools

There are other technologies or tools supporting online property management as well.
These tools are not mainly for online property management but also benefit the system
operation like other businesses do.
* Search function
Search function is a common tool that filter information according by using a keyword
enter by user and match data available in the current system, and display or show to the
users Usually property buyers tend to have a property expectation in their mind before
looking for agents to locate the property they want, search function in a system allow
buyers to go through some simple steps to find out if there’s any property that match
their expectations or requirements, instead of searching all the properties one after
another.
* Mortgage loan calculator
A mortgage loan calculator is to calculate the loan needed to pay by a property buyers
per months. It usually require user to input some basic information like property value,
interest rate, years and down payment to obtain the loan result. This is a simple tool that
requires very little effort in developing but requires a correct formula to obtain the
accurate result.
* Reminding tools
A reminding tool usually require user to enter a task name and an expired date. Upon
reaching the expired date, user will receive a notification regarding the task. Property
agents benefits from reminding tool in various ways. Collecting rental fees is an
important process when properties are rented. Sometimes delay rental fees can be quite
troublesome and if does not handle carefully, a delay rental fees could be forget or paid
rental fees may not recorded properly. Therefore, the task of a reminding tool not only
notify user regarding incomplete task but also ensure user about completed task.
* Looking for agent
Usually it is a good idea to record agents’ information in a system to allow buyers to
look for a particular agent. In a system, not only agent’s brief personal and contact
information could be found, buyers can also found the agent’s available listing. In case
there are buyers who prefer a particular agent service and listing in that area, they can
contact the agent directly without contacting the company or other agent.
* iExpert
A simple Question and Answer (Q&A) in a system that contain questions ask by the user
regarding property issues, and can be answered by other users and working agents. It
work like a forum but much more simple than it, it only require user to enter a question
if he or she has one, or choose to view all available questions and answer any question if
they know.
1.4 Summary
As a summary of this chapter, the author has understood how online property
management system work compares to real time business. More importantly, the author
had conduct studies on the technologies that support online property management
system which offer great advantages to the user when using the system.

Chapter 2: Analyze Existing Websites

2.0 Overview
In this chapter, the author visit and investigate several existing real estate websites to
gain understanding in common features and also how other real estate websites
manage their information. The author focuses more on some feature that is unique for
real estate websites. The author also tend to list out some of their strengths and
weaknesses to gain knowledge about pros and cons when manage a real estate
business online.

2.1 ThinkProperty
ThinkProperty is a free property service website that allows all real estate agents in
Malaysia to post their property listing for free. It is owned by Think Media Sdn Bhd and
was launched at October 2007. Powerful tools in ThinkProperty make properties more
manageable and easier to search. It tends to provide great advantage to the sellers and
buyers.

2.1.1 ThinkProperty’s Features

2.1.1.1 Member features
i) Managing properties
Users are requiring registering as a member in order to use the features offer to all
members. Register link can be found under login or the side navigation regarding all the
features on the right.
By clicking on registering, user will navigate to a page listing eight benefits to become a
member. On the bottom on the page, user can click on “Register now” button to register
as member by filling up the registration form and upon completing the form, user need
to validate their account through e-mail. Then user will be successfully registered as a
ThinkProperty’s member and allow to login using the registered username and
password.
Once login, user can see their registered name and a dropdown list contain all available
member’s features on the login interface. The dropdown list contains auto post back
function, which means when user selects any option within the drop down list, user will
automatically navigate to the page according to the selected option.
For features under “Create new listing”, users will be direct to a form to submit the
property they want to add. When they have done submitting it, the added property can
be found in features under “Manage my listing”. User can check back their added listing
anytime they want, and can choose to modify the information or delete the added
listing. In ‘My properties’ and ‘My Auctions’ page, user can choose to filter the order of
the listings by selecting property type, posted duration and other option. In property
wanted, user can submit a wanted property to the moderator and wait until further
notification. Usually agent will notify user by e-mail or contact number regarding the
property they want.

ii) Personal Profile

Some of the information in a member personal profile is filled up during registration,
while most of the information is blank. The information in personal profile included user
type, company information, contact information, and websites. All this information will
be useful if some other user need to find out more about a particular user for some
business issues. This will be needed especially in the forum. User will be allowed to use
the forum to post new thread or answer to any existing thread when they had become
member. Providing all this information will be convenient to other member as well as
the agents in case they need to contact the member.
Other than entering their personal information, user can upload picture and video of
themselves. Added picture will be shown in the profile page when it is viewed. As for
video, user need to click on the video button located on the left side to view video in a
new pop out. Brief information of the properties owned will also show in this page, as
well as latest 10 posted threads in the forum can also be view by clicking on the “Forum”
button. All this function is to ease other member in finding out more about a particular
member.

iii) Think Mail

Think mail serve as a mailing service for members to receive messages sent by other
member or agent. This is a simple service to read and delete mails; however it does not
support sending message here. User need to go to another member page and click on
the ‘Message’ button to send him or her Think Mail message or e-mail message.
Other than this, user can set his or her e-mail alert option. This service is to receive
property alert message in case user got use any service like property wanted and awaits
agent finding.

2.1.1.2 Forum
Just like other forum, ThinkProperty forum contain all types of topic discuss about
buying properties, selling properties, property investment, finance issues and much
more. Only registered member are allowed to post any question on the suitable thread
and await other member to reply or reply to any existed thread. With the support of a
forum, all members can get more help and information regarding property issues and
problems, and also get to know more about agents and people from other place. A
forum also serve as another way to obtain information and solving problem, otherwise
user can only communicate to the moderator by using customer support and sending
messages.

2.1.1.3 Customer Support

In ThinkProperty, there are three ways to obtain supports. First is to use the most
common method like many websites do, using the feedback form to send question and
awaits reply from the moderator. Second is to use the forum to post new question and
awaits replies from other member and moderators. Third is to use the live help desk
located on almost every pages on the top right, right below of the main menu
navigation.
Live help desk is an instant messaging service. When click on it, a new window will pop
up and there will be someone there to answer any question asks by the user. This is one
effective way to obtain answers instantly without waiting like other two customer
support. However, live help desk is not always available to be use. There is no specific
time when it is available, but user can found it available many times in a day.

2.1.1.4 Viewing Properties

To view the available properties, user has to enter a desire location in the search box on
the top of the website. This is a more direct way to find property around an area, instead
of viewing all properties from other places at one page.
While entering data into the searching box, a drop down that contain some location
that match the entered data will show to let user navigate quickly if the target location is
within the drop down. When random data being entered, especially when input
character is less than 3, location that is not related to the entered data will show.
Otherwise, it will show no result match in the drop down.
A ‘Display map’ check box under the search box is to indicate navigate user to view all
properties page with its detail or navigate to Google map that shows the entered
location and properties contain on that area. 2.10 shows an example of Google map
result when display map is checked. The red house symbol below shows the properties
that are available around the area. When mouse hover on one of the red symbol, a small
dialog box pop out and show brief information about the property. User can click on the
click on the bottom of the box to see more information about that property.
Without checking the “Display Map”, when a location is selected, it will navigate to a
page that shows all properties with some information located in that searched place. For
example, 2.11 shows all properties available in Damansara when user enters Damansara
in the search box.
On the left side of the page, there is one filtering function to sort the wanted property
details. By clicking on any of the filtering option, the function of it will show and allow
user to choose or enter related information
2.15 shows the bottom of the property page. Google map of a particular property will
be show if the property has information about it. At another side will be the seller
information. In case user interested to find out more, they contact using the provided
information or use the form below to e-mail the seller.
In case user found that a particular property is not available anymore but it is still tag as
available, user can simply click on the link beside the red icon below to notify the
unavailability of this property to any user that view this property later. When user had
done with one property, user can always choose to go back to all the property listing or
simply click on the next button to view another property, or click on the previous button
to view visited property before this, this two buttons located on top of the view all
listings page.

2.1.1.5 Find Agent

ThinkProperty does not offer a direct page to view all agents’ features. To find an agent,
user needs to click the “Find Agent” link above the search box and then choose either
find agent by area or by name.
In case user knows any particular agent name and hoping for their service, they can try
this search box to locate the agent to see all their posted listing. This also eases users
when they know the agent name and where they work, but did not have any contact
information about the agent. This may not work only if the target agent is not a member
of ThinkProperty website.

2.1.2 Strengths and Weaknesses

2.1.2.1 Strengths
* Simple, user-friendly interface. Overall web pages do not contain much unnecessary
things. Simple looking and direct way to navigate to pages provide good browsing
experience to users
* Less complex function and process. Most of the process like job application form,
submitting properties, searching functions are step by step methods and does not
consist of much complicated process, this helps in reducing user confusion when using
ThinkProperty’s website
* Good functionality and features. Sufficient features to provide good properties
searching and managing experience
* Good customer support service. Contain of more than one types of customer support
feature for the purpose of increase efficiency in providing helps to the users when
browsing ThinkProperty

2.1.2.2 Weaknesses
* Risk might be unavoidable. ThinkProperty may not responsible for any information risk
like fake agent or property’s information as they have no control over agents or
members information
* Searching function is the only way to view all properties and agents. As searching for
properties and agents only depends on the searching box provided, first time user may
not know how to find property and agent information.

2.2 iProperty
During Jan 2009, iProperty was declared as the top property portal in Malaysia by
Google Ads Planner. Operating their business in Malaysia, Taiwan, Hong Kong,
Singapore, India and Philippines allow clients from different states to use their service.
For further development, they are working towards capitalize the property market and
maintain their top leading position and continue working on online property
advertising.
(Sorensen, 2009)

2.2.1 iProperty’s Features

2.2.1.1 Member’s Features
Like other websites to use all the features offer to members only, user has to proceed to
registration and approved as a member first. Before login, there will be several links
under login like My shortlist, My Property Ads and others, but when user click on those
link without login, they will be directed to the login page, which contain registering and
forgotten password feature. To register, user just has to click on “Register Now” link
located on the top left side of every page or under the login field on login page and
navigate to the registering page. Upon submitting the form, user will receive a random
generated password in their registered e-mail, user has to use that password and
registered username to login, and then they can choose to change the password later
on.

i) Create Personal Profile

Upon registering as member, user can choose to create their personal profile. This
feature is optional, other than letting the agents to know more about them when using
iProperty’s service like property wanted and property ads, it also allow other member to
find out more about a particular agent through iExpert.

ii) My iExpert
iExpert is a service designed to ease the sharing of property information sharing among
members. All users are allow to use iExpert to search and view questions and answers
provided by the members, however, only members are allow to post new questions and
answer existing questions. It serves like a partial forum but does not contain much
feature like forums do.

iii) My Property Wanted

Like other property website, iProperty offer a property wanted feature to all members
only that allow them to submit a form consist of the property requirement a buyer want,
and let the agents to perform a property search to find available property match the
buyer requirement and notify buyers about it. Members who use this feature will keep
property wanted information in their profile.

2.2.1.2 Viewing Properties

The “New Property Review” button contain under the drop down of “New Properties”
located on top of the main menu navigation direct users to the latest property listing in
iProperty. User can choose to view different types of property by months by selecting
from a list box on the right side of the main title. This is one of the ways to view
property owned by iProperty. Another way of finding properties is to use the searching
function located on top of the page under the main menu or view properties through
related developers or agents.
Viewing a property consist of several parts. The first part is the property’s review that
contain of long description of the particular property. It consists of some pictures
regarding the property with describing the surrounding, environment and facility to
attract the interest of people to know more about it.
The second part is the property’s specification. This page usually of one picture
regarding the property and all details like address, property type, land title, tenure, land
area, price range, posted date, and side information which are nearby transportation,
schools, and amenities.
Next part is viewing the property gallery. This page usually consists of photo gallery
taken by camera about the property environment. Visual tour will also available in this
page if the particular property has any video about visual tour.
Map is available in most of the properties to show the location of a property and also
direction to approach to it. For those properties that has Google Map details, a map will
be provided as well.
Lastly, user who interested in a property can register to it using a provided form to let
the agent to contact and brief user about further information.
Other than property specification, there are extra corner for sending enquiry to the
agents or related person, sending enquiry to the developers and also a home loan
calculator provided by Maybank with the information of preferred MPF, interest rate,
loan years that is already provided according to the property and the monthly
repayment result is provided automatically to the user.

2.2.1.3 Visual Tour

iProperty provide visual tour service for user to experience a virtual visiting property
experience. Visual tour video can be found on the bottom of each property under
gallery view. However, not all properties provide visual tour service. User can found
properties that contain visual tour service on the “Visual Tour” link under new properties
on the main menu navigation.

2.2.1.4 Find an Agent

Finding an agent in iProperty only require a click on “Find An Agent” button located on
top of the page in main menu navigation. From this page, user can see their name,
contact number, e-mail and self description. On top of it, there is a search agent
function to find an agent by name, state and area, or user can filter all agents according
to the first alphabet of their name. By clicking on their name, user will direct to their
page that contain all of the listing they hold. User can also send a message to a
particular agent in their page by submitting a form above the holding listing.

2.2.1.5 Search Function

There are basically three types of search function depend on each pages. Different types
of search function shown in different page for different purpose.
2.29 show a search function located on the main page and new project page. There are
sufficient data for user to specify the searching information to obtain better matching
property. User can click on “Advance Search” to have more option to search. Alternately,
user can choose to filter properties according to different state by clicking “By Area” or
different country by clicking on “Overseas”.
The second searching function is searching agent function. This feature available only in
“Find An Agent” page and the concept is the same with normal searching function. User
just has to input the agent’s name, area or state, or choosing the first alphabet of their
name to find a particular agent.
The third searching function located on “Home Service” page. This searching function
use to search for available furniture or home products.

2.2.2 Strengths and Weaknesses

2.2.2.1 Strengths
* Rich supporting technologies. iProperty consist of several tools like Google Map, Visual
Tour, and some other function that make their service very efficient.
* Detail properties’ information. All properties information included location map, floor
plan, transportation and amenities nearby, image gallery and other related information
provide information more than what the clients want to know.

2.2.2.2 Weaknesses
* Too much information in a page may be unnecessary. Most of the pages contain a lot
of information even if it is not related to the page. Users may found it confusion on
information that is related or none-related to what they need.

2.3 Summary
In this chapter, the author analyze some existing real estate company websites. As
understanding features they use to enhance their operation is the main priority in this
objective, the author has more knowledge on developing a real estate websites, as well
as some of the strengths and weaknesses, to be learnt and avoid when developing an
online property management system.

Chapter 3: Conduct Interview and Survey

3.1 Overview
In this chapter, the author conducts interview and surveys to the head of City 2 Property
and also some agents who are experience in real estate business. The author uses this
two fact finding method to determine the user requirement of the proposed system and
the agent’s expectation towards it. In the end, the author will record the fact finding
result and present on this chapter.

3.2 Interview
The author decided to conduct an interview to the head of City 2 Property, Mr. Koo Kam
Swee, because he is the most suitable person that understands the requirement or the
needs of this proposed system. The interview question will be produce base on the
purpose of understanding what will Mr. Koo expect the proposed system can do and
how it benefits the business operation and the agents in the company. All the interview
questions and answers show below contain main questions and some new questions
that were asked during the interview.

3.2.1 Interview Questions and Answers

1. What give you an idea of using a website for your business?
(To understand the purpose of the proposed system towards the company)
Our company’s operation mostly depends on paper work as we have already used to it.
We never thought about creating a website until I realize the advantage of a website
that can help people from the outside to access to our service faster and anytime even
after our operation hour. Therefore, creating a website like other real estate company
helps the customers to reach us easier.
Author finding: The author uses this question to find out the interviewee main purpose
of having this proposed system. The author now understand that the manager get the
idea that online business provide fast and easy ways to interact with clients, therefore he
decide to implement a website for the company.
2. Without a system, what types of problem your company and the agents faces?
(To understand how should the proposed system benefit the company)
As I mention, most of our works depend on paperwork. Upon completing a document
work, if require sending to clients or others, we need to send through letters, awaits
receiving, and finally reply back to us. The overall process takes up a great amount of
time. If there is a website, we can shorten the time of this type of process so that we can
complete a task much faster.
Author finding: From above statement, the author understands that the manager hope
that the proposed system can benefit by completing a task faster using electronic mail
instead of delivering letters which is very time consuming.
3. Other than that, what are other problems exist? For instant, what you think other real
estate company with websites benefits compare to your company?
(To understand more on the benefits of the interviewee expect towards the proposed
system)
Having a website for the company nowadays is a type of competitive advantage. I know
some of the other real estate company having their own websites, this give them the
advantage of allowing clients to reach them easier, meanwhile this become a
disadvantage for us as we lack of this service to offer to the clients.
Author finding: Spontaneous question continue from the second question, the author
try to find out more about the expectation of the manager that the proposed system
can benefit the company. The author gives an example of other real estate competitive
to make interviewee to think more critical on the benefits he expects. By the answer of
the interviewee, the author know that the manager expect the proposed system can be
a competitive advantage when compete with other real estate company.
4. For the website, what features you expects most? In another words, what feature you
think is the most important in the entire website?
(To understand what feature the interviewee concern the most)
The most important part in the website would be allowing people to view our
properties. We hope that people who view our properties using the website can know
all the details of a property when they access the page.
Author finding: The author wanted to know what is considering as the most important
feature in the proposed system. The answer given shows that the manager expect
viewing properties as an important feature that should put effort on for the purpose of
allowing the users to know the full details of a property.
5. Other than viewing property’s details, what other feature you hope to be
implemented to make viewing properties a better experience for the users?
(To make the interviewee consider more on the functionality of the concerned feature)
To be able to view property’s picture with all the details, this would be good enough.
Additionally, I hope the website can handle some clients’ services like sending enquiry
about a property or provide information about our contact so that their can call us or
send message to us whenever they need our service.
Author finding: A spontaneous question follows by question number 4. The author
trying to make the interviewee think more on adding some functionality that can make
viewing properties better for the users. But the manager does not have too high
expectation on other function about it, and suggest other feature regarding serving
clients by receiving enquiries and mail from them using the proposed system.
6. Will you expect people to be able to register as a member of City 2 Property website?
If yes, what do you hope to benefit from this feature?
(To understand what the manager think about member system and how to benefit from
it)
Possible. Having members in our website help us know more about them, in case we
want to contact them using mobile phone, we may be able to locate their contact
information through the website.
Author finding: The author finds out that the manager does not have high expectation
on the member system as well. The manager hopes that this feature can be used to find
out the member’s contact information so that the agent can contact them when
necessary.
7. If a member system is implemented, what you think about allowing members to sell
their properties using the website?
(To understand what the manager think about selling properties online)
I guess this should be no different than clients call up to offer their properties to us. If
what I think is correct, th