The document discusses social customer relationship management (SocialCRM) and privacy. It notes that SocialCRM is a business strategy supported by technology that is designed to engage customers in a collaborative conversation to provide mutual value in a transparent environment. However, implementing SocialCRM also presents privacy challenges as it involves collecting and sharing customer data. The document discusses balancing customer privacy with companies' data-driven goals through principles like transparency, consent, and privacy by design.

1. SocialCRM
&
Privacy:
it’s
a
bitch.
Get
over
it!
Aurélie
Pols
–
CVO
–
June
2013

2. Hear
no
evil
–
Speak
no
evil
–
See
no
evil…
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Privacy
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3. I
don’t
give
advice.
I
can’t
tell
anybody
what
to
do.
Instead
I
say
this
is
what
we
know
about
this
problem
at
this
:me.
And
here
are
the
consequences
of
these
ac:ons.
-­‐
Joyce
Brothers
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4. Me,
myself
&
I:
professional
Mind Your Privacy
4
©
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@aureliepols

5. Mind Your Privacy
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Me,
myself
&
I:
private

6. PrismaQc
idenQty
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7. ©
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8. Why
Spain?
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9. Spain
&
data
protecQon
Source:
Nymity
World
Breach
map
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Privacy
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10. Mind Your Privacy
2010
2011
Total
17,497,410.02
19,597,905.97
16,000,000.00
16,500,000.00
17,000,000.00
17,500,000.00
18,000,000.00
18,500,000.00
19,000,000.00
19,500,000.00
20,000,000.00
Total
de
sanciones
en
Euros
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11. Spain
&
data
protecQon
 Spain
accounts
for
80%
of
EU
fines
for
2011
 The
country
within
the
EU
with
the
highest
rate
of
complaints
related
to
data
protecQon
 The
country
with
the
most
severe
fines
 Security
best
pracQces
embedded
into
data
protecQon
law
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12. Security
&
Privacy
in
the
US
Source:
h`p://
www.mainjusQce.com/
2013/06/14/wyndham-­‐
presses-­‐for-­‐oral-­‐arguments-­‐
in-­‐data-­‐breach-­‐suit/
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13. ©
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14. Privacy
vs.
Data
protecQon
US
Common
Law
Disputed
Class
acQons
HIPPA
COPPA
VPPA…
EU
ConQnental
Law
Privacy
=
fundamental
right
Limited
fines
EU
“cookie”
DirecQve
EU
PDP
RegulaQon
(2014)
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15. Data-­‐handling
pracQces
Big
Data
IdenQty
Privacy
Ownership
ReputaQon
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16. Technology
is
ethics
neutral
Can
the
crea:on
of
data
about
ourselves
be
considered
a
crea:ve
act?
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17. CreaQve
act?
Copyright
law?
Source:
on.wsj.com/19AUREY
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18. (Social
media)
US
tech
Co
&
Privacy
Source:
h`p://www.techweekeurope.co.uk/
news/eff-­‐apple-­‐amazon-­‐yahoo-­‐
twi`er-­‐government-­‐privacy-­‐114962
©
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19. Enriching
customer
data
bases
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21. Customer
DNA
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22. From
digital
analyQcs
to
intelligence
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23. Ok,
call
it
site
centric

24. Not
all
privacy
senngs
are
the
same!
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25. Defining
SocialCRM
Social
CRM
is
a
philosophy
&
business
strategy,
supported
by
a
technology
plaporm,
business
rules,
workflow,
processes
and
social
characterisQcs,
designed
to
engage
the
customer
in
a
collaboraQve
conversaQon
in
order
to
provide
mutually
beneficial
value
in
a
trusted
&
transparent
business
environment.
It’s
the
company’s
programmaIc
response
to
the
customer’s
ownership
of
the
conversaIon.
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26. Target
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27. LOVE
your
lawyers!
Who
don’t
tell
me
what
I
can’t
do
but
How
I
can
do
it
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28. ©
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29. Transparency
Choice
Consent
Trust
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31. Consent:
Opt-­‐in
vs.
Opt-­‐out
Germany:
opt-­‐in
Consent
=
12%
Austria:
opt-­‐out
Consent
=
99.98%

32. Privacy
by
Design
Principles
(7)
1. Pro-­‐acQve
not
ReacQve;
PrevenQve
not
Remedial
2. Privacy
as
a
default
senng
3. Privacy
embedded
into
Design
4. Full-­‐funcQonality
–
PosiQve
Sum,
not
Zero
Sum
5. End-­‐to-­‐End
Security
–
Full
Life
Cycle
ProtecQon
6. Visibility
and
Transparency
–
Keep
it
open
7. Respect
for
User
Privacy
–
Keep
it
User-­‐Centric
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33. In a constantly evolving
data protection
environment for the users
Privacy is a challenge!
New Objectives
We must move from
mere “compliance”
towards “Privacy by
Design”, keeping usability
top of the list!
Mind Your Privacy
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34. La
privacidad
Unos
dicen
que
ha
muerto
Otros
que
no
preocupa
al
usuario
Y
sin
embargo
todos
hablan
de
ella
(sobre
todo
el
usuario)
Mind Your Privacy
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35. El
usuario
demanda
lo
que
valora
Mind Your Privacy
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36. Mind Your Privacy
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37.
Mind Your Privacy
2007
2008
2009
2010
2011
Total
2520
4049
6017
6702
9878
0
2000
4000
6000
8000
10000
12000
Denuncias
y
reclamaciones
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38.
Mind Your Privacy
2007
2008
2009
2010
2011
Total
399
360
692
652
898
0
100
200
300
400
500
600
700
800
900
1000
Sanciones
impuestas
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39. ©
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Transparency
as a medium for
usability
Our commitment
Help
businesses turn
PRIVACIDAD
into an added value
for them & their
users
Respecting users’
privacy is increasingly
becoming a deciding factor
Using plain and
understandable
language facilitates
communication
PRIVACY

40. Founders
Jim Sterne
Advisor
Aurélie Pols
CVO
René Dechamps
CEO
María Gómez Moriano
Privacy Director
A multidisciplinary team at your service
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41. www.MindYourPrivacy.com
Contact: aurelie@MindYourGroup.com
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