privacy and social, it's a bitch. get over it!

SocialCRM  &  Privacy:  it’s  a  bitch.  Get  over  it!    

Aurélie  Pols  –  CVO  –  June  2013  

Hear  no  evil  –  Speak  no  evil  –  See  no  evil…  

©  Mind  Your  Privacy  SL   2  

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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Me,  myself  &  I:  professional  Mind Your Privacy

4  ©  Mind  Your  Privacy  SL  

@aureliepols  

Mind Your Privacy

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Me,  myself  &  I:  private  

PrismaQc  idenQty  

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©  Mind  Your  Privacy  SL   7  

Why  Spain?  

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Spain  &  data  protecQon  

Source:  Nymity  World  Breach  map  

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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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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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Security  &  Privacy  in  the  US  

Source:  h`p://www.mainjusQce.com/2013/06/14/wyndham-­‐presses-­‐for-­‐oral-­‐arguments-­‐in-­‐data-­‐breach-­‐suit/    

©  Mind  Your  Privacy  SL   12  

©  Mind  Your  Privacy  SL   13  

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)  

©  Mind  Your  Privacy  SL   14  

Data-­‐handling  pracQces  

Big  Data  

IdenQty  Privacy  Ownership  ReputaQon  

©  Mind  Your  Privacy  SL   15  

Technology  is  ethics  neutral      

Can  the  crea:on  of  data  about  ourselves  be  considered  a  

crea:ve  act?  

©  Mind  Your  Privacy  SL   16  

CreaQve  act?  Copyright  law?  

Source:  on.wsj.com/19AUREY    ©  Mind  Your  Privacy  SL   17  

(Social  media)  US  tech  Co  &  

Privacy  

Source:  h`p://www.techweekeurope.co.uk/news/eff-­‐apple-­‐amazon-­‐yahoo-­‐twi`er-­‐government-­‐privacy-­‐114962    

©  Mind  Your  Privacy  SL  

Enriching  customer  data  bases  

©  Mind  Your  Privacy  SL   19  

Customer  DNA  

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From  digital  analyQcs  to  intelligence  

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Ok,  call  it  site  centric  

Not  all  privacy  senngs  are  the  same!  

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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.  

©  Mind  Your  Privacy  SL   25  

Target  

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LOVE    your  lawyers!  

Who  don’t  tell  me  what  I  can’t  do    

but    

How  I  can  do  it  

©  Mind  Your  Privacy  SL   27  

©  Mind  Your  Privacy  SL   28  

Transparency    

Choice    

Consent    

Trust  

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Consent:  Opt-­‐in  vs.  Opt-­‐out  

Germany:  opt-­‐in    Consent  =  12%  

Austria:  opt-­‐out  Consent  =  99.98%  

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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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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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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El  usuario  demanda  lo  que  valora  

Mind Your Privacy

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Mind Your Privacy

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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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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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©  Mind  Your  Privacy  SL   39  

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  

Founders

Jim Sterne Advisor

Aurélie Pols CVO

René Dechamps CEO

María Gómez Moriano Privacy Director

A multidisciplinary team at your service

©  Mind  Your  Privacy  SL   40  

www.MindYourPrivacy.com

Contact: aurelie@MindYourGroup.com

Discussion or party? Thank you