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e UK

e UK. Consumer trust and confidence on-line Colin Lloyd DMA. Competitiveness White Paper. “ that by the year 2002 the UK will have the best environment in the world for electronic trading” DTI. Key Deliverables. Trust and confidence from UK consumers and businesses

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e UK

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  1. eUK Consumer trust and confidence on-line Colin Lloyd DMA

  2. Competitiveness White Paper • “that by the year 2002 the UK will have the best environment in the world for electronic trading” • DTI

  3. Key Deliverables • Trust and confidence from UK consumers and businesses • Favourable trading environment for companies operating and entering eUK • Help for SME’s

  4. eUK USP’s • Favourable regulatory environment. • Advanced state of self regulation • Critical mass of consumers • English language • ‘British’ ethics • Stable - vis: Financial Services • British marketing creativity

  5. Draft directive on ‘certain legal aspects of e commerce’ • Calls for: • “A system of self-regulation to achieve suitable controlled environment within which e-commerce can thrive”

  6. Alliance for Electronic Business • DMA - CBI - CSSA - FEI - e-centre • Comprises 12,000 member companies

  7. DMA ‘Alliance’ responsibility. • Data Protection • Consumer Trust and Confidence

  8. Consumer Strategy White Paper

  9. Key components • Existing Industry Codes • Key principles • OFT E-Commerce Codes and Safeguards

  10. What is needed? • Single accrediting body for e-commerce self regulation • On-line codes • Digital Hall Mark • E-Mail preference service • Privacy Policies • Best Practice

  11. DMA summit meeting • DMA (Chair) - Consumers Association • IMRG - Inst. Chartered Accountants • Internet Ad. Bureau, ASA • Internet Watch Foundation • Nat. Fed. of Consumer Groups • BBA - ICC - MOPS -IBM- AOL • Microsoft - DTI - OFT - Oftel

  12. The Digital Hallmark

  13. “the digital hallmark initiative aims to increase consumer confidence in internet shopping by allowing websites which comply with a code of best practice to display an on-line hallmark. It will be led by the private sector, building on work of private sector bodies including the AEB and CA” ‘DTI’

  14. Trust issues • Balance consumer protection with business needs • Meet reasonable expectations of consumers • Open/transparent • Consistent,flexible and stable

  15. Components of a Trust Mark

  16. Authentication Verification Privacy policy Adherence to Codes Recourse Policing

  17. Adherence to industry Codes • British Code of Advertising and Sales Promotion • Sectoral industry codes DMA - ABTA • DMA children's on-line code • ICC Codes • Consumer organisation codes

  18. Privacy • Adherence to Data Protection Directive • On-line privacy policy statement • Privacy policy generator • Opt-out facilities • Children's privacy policy

  19. E-mail preference service • SPAM • Global opt-out scheme to recognise consumer choice • Led by US DMA • UK interface • Global adoption

  20. Recourse • Timely complaint processing • Cross border complaint resolution protocols • Country of origin /destination principles • Legal certainty

  21. Recourse Authorities • Use proven existing structures: • ASA • DM Authority • Consumers Association • Self - Regulatory and regulatory infrastructure • Revocation procedures • On-line directory of accreditation's

  22. EC Directives affecting e-mail

  23. Data Protection • Data subjects given the right to object • Requires opt -out • Processing data - fair and lawful if right to object is used.

  24. Distance Selling Directive • Article 10 (2) • Distance Communication may only be used where there is no clear objection from the consumer (vis: opt out)

  25. Electronic commerce • Article 7 (2) • Member states shall take measures to ensure that consumers can have themselves entered in an opt-out register which service provider must check regularly

  26. Financial Services Distance selling • Use of telephones, electronic mail automated calling systems requires prior consent.

  27. eUK Challenge • Create a world class on-line self regulatory/regulatory framework • Government, regulators, industry and consumer groups must work together for the UK to No.1.

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