Please provide a response to each discussion question
For #1 and #2 here are the requirements:
Evaluate your peer’s analysis of maintaining the accuracy of customers’ personal information and indicate aspects of their post that effectively address the issues of maintaining personal information accurately. Suggest additional issues not considered in their initial post. Support your suggestions and recommendations with evidence from your sources.
#1. Zackary
Data governance is a term that is used to describe the policies that a business or entity implements in order to maintain and ensure accuracy of collected data. “Data governance means that enterprises have a high quality of data management through all phases of the data lifecycle” (Watts, 2020). There are many reasons why maintaining the accuracy of customers’ personal information is important to both our business and the customer’s privacy. One of these reasons is that many companies use client demographic (and other) information to inform large business decisions with data analytics. “Advanced Analytics is required for complex tasks such as prediction, customer centricity, personalization and cross-channel attribution” (Odoscope).
As far as privacy concerns go, having incorrect customer data can lead to major consequences. One instance of this was when the U.S. government accidentally detained a mother and daughter because their records had mistakenly labeled them as “armed and dangerous” (EPIC). The mother was able to sue the government because of their lack of compliance with the Privacy Act (EPIC).
A more business-related consequence would be that inaccurate client information can lead to failed audits, legal repercussions, and data leaks. If the company has the incorrect address on file for a client, and they send out some personal information, that information is now in the hands of an unknown party. Another example would be if a client were to claim that an employee was acting unethically or illegally, but there are no accurate records of the company’s transactions with that client, there could be a lengthy legal battle. Also when a company is audited, having proof of accurate information can prevent suspicion of altered files. “An audit trail can be very useful as evidence to show that the records have been properly managed, thereby helping prove that no unauthorized alteration of the record or its associated metadata has occurred during the record’s life” (Griffy-Brown, 2005).
#2. Colmcilla
Explain the importance of maintaining the accuracy of customers’ personal information.
From the perspective of the company, the customer database is how we reach out to the people who give us money. Maintaining the accuracy of that database only makes sense so that we can contact those people to keep giving us money. Once a customer moves address or telephone number, and we lose the opportunity to influence them through direct marketing, we lose our opportunity to influence the customer towards us.
Explain how maintaining accurate personal information affects the privacy of a company’s customers.
Failing to maintain accurate personal information affects the privacy of a company’s customers because inaccuracies can lead to crossing entities and inadvertently releasing data to an incorrect source. As explained by Gupta and Schneider (2018), the opportunity for data associated with one entity to be sent to another entity with similar characteristics is high, and becomes higher as an organization accumulates more data.
Explain the ramifications on a customer’s privacy when an organization poorly maintains customer information.
Confidential customer data can be incorrectly released to the wrong person. For example, in a pharmacy database, if there are several “John Smith” entities, and one uses a blood pressure medicine, the pharmacy may send targeted coupons from the manufacturer of the drug. But, if the pharmacy fails to maintain accurate information on all of their John Smith entities, the wrong John Smith may receive the coupon, and now knows that some other John Smith is on blood pressure medicine. This is a violation of the customer’s HIPAA privacy rights.
For #3 and #4 here are the requirements:
Evaluate your peer’s Employee Privacy section language. Suggest at least one additional element for their language that might strengthen the efficacy of it. Recommend changes that might clarify any missing points or address issues that should be considered. Explain why you offered these suggestions.
Your responses should be a minimum of 200 words.
#3. Oyindamola
Many organizations have developed policies on the use of IT in the workplace in order to protect against employee abuses that reduce worker productivity or that exposes the employee to harassment lawsuits based on studies conducted that 60 to 80 percent of employees’ time online has nothing to do with work (Reynolds, 2015). For the purpose of this assignment, I researched the company Entrata Employee handbook under the section “Workplace Security & Monitoring” (p. 23-24) that addresses digital work activities and communication. The Entrata handbook states below:
Employees who regularly communicate with customers may have their telephone conversations monitored or recorded. Telephone monitoring is used to identify and correct performance problems through targeted training.
Computers furnished to employees are the property of the company; therefore, computer usage and files may be monitored or accessed.
The monitoring of phones and conversations is well stated and with reasons why it is been done while the monitoring or accessing of computers is just mentioned without stating why it may be accessed or monitored for. As an employee, I would like to know what is been monitored, why and the consequences when violations occur.
Employee Privacy Section (in my own words)
We value our employees and the time and effort put into getting your job done but, in the process, we have observed reduced productivity and would like to inform you of the company’s expectations while using devices and its monitoring policy.
“Any devices (phone, computer, laptop, iPads, tablets), software and tools provided by the company for conducting work should be used for work related purposes only. These devices are being monitored and recorded and could be accessed at any time to improve productivity, training and conduct disciplinary action. Using work devices for nonwork related could lead to several internal and external implications which may put the brand’s reputation and risk. Any immoral, unethical, or non-business related misconduct could lead to disciplinary action up to and including termination of employment”.
I believe the employee privacy section I created includes the why, what and how the company intends to monitor employees digital work activities and consequences for failing to comply.
#4. Keona
Large companies have created Code of Conducts, Policy Manuals and/ or Employee Handbooks in order set guidelines and expectations for every aspect of the business (Reynolds, 2015). Dress codes, attendance, role expectations, company privacy, and even emails or work cell phone usage will all be included in those documents. Entrata is a property management software company. The software is used to assist property owners, property managers and residents to renewal offers, residential transaction and many other areas of residential management. They assist in marketing, management, leasing, and residents (Inc).
Entrata has about 15 different sections in their employee handbook. There is a section labeled Workplace Etiquette and a subsection labeled Use of Communication Systems. In this section Entrata example that all electronic communication including but not limited to e-mails, telephones, cellphone etc. should be used for company use only. Voicemails and emails are maintained by company and it their property. It is also noted that company paid computers can only be used for company related business. It is also noted that all messages are monitored. Even if a message is deleted, it can be recovered using a backup system (Inc). Unlike some other companies, Entrata has a password override system and has been it clear in the employee handbook that personal passwords used within in the company is also company property.
Even though Entrata makes it clear what data they own. I believe they should actually have company issued equipment for all areas of business for better monitoring. The verbiage would be some similar to: Depending on the role and needs, company issues equipment (cellphone, computers, laptops, etc.) will issued and monitored regularly.
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