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What Are You Trying to Accomplish?What Are You Trying to Change?*Trust, Loyalty and Customer Relationships6Step 2: Dont Let Perfection Be the Enemy of the GoodUse What Works Make the Right Comparisons. Results? Behavior Change Takes Time Measuring the Impact&Step 3: Design Usable Privacy Notices-Collaborate With Consumers - Share the PowerUsing Plain Language<Sample: Guide to How We Collect and Share Your Information3Step 4: How Do People Think About Privacy Notices?Abstract ConceptsAll the People, All the Time 0Introduction: Privacy Policy or Privacy Choices1Introduction: Privacy Policy or Privacy ChoicesBibliography, ResourcesCA Psychologist Looks at GLB: Four Steps To Better Privacy Notices  Fonts UsedDesign TemplateEmbedded OLE Servers Slide Titles_㾳rDHOLZDHOLZ  !"#$%&'()*+,-./012345678:;<=>?@ABCDEFGHIJKLMNOPQRSTUVWXYZ[\]^_`abcdefghijklmnopqrstuvwxyz{|}~     R !"#$%&'()*+,-./0123456789:;<QSTUVWXYZ[\]^_`abcdefghijklmnopqruvwRoot EntrydO)`_*xtPicturespCurrent User/SummaryInformation(hRPowerPoint Document(9DocumentSummaryInformation8(   3'$>Document Word.Document.80.Microsoft Word Document0%?Document Word.Document.80.Microsoft Word Document0 &ADocument Word.Document.80.Microsoft Word Document0'BDocument Word.Document.80.Microsoft Word Document0*CDocument  WP9Doc0,WordPerfect 9 Document0%+DDocument  WP9Doc0,WordPerfect 9 DocumentF/ 0|DTimes New RomanT4t\d 0t & 0DImpactew RomanT4t\d 0t & 0" DArialew RomanT4t\d 0t & 0"0DWingdingsRomanT4t\d 0t & 0@DSymbolgsRomanT4t\d 0t & 0 ` .  @n?" dd@  @@`` @G3L  9       2$uZ2 2$\{rl+[  $2$"([tZᙈl_ 2$e`.&Z3q$2$``Dt#0: ,2$|Ȃ'6(4e:$b$2g#1ET=d/IAc 1? 3f@.uʚ;2Nʚ;4LdLdd 0hppp@p p pp<4!d!dg? 0$@5<4ddddg? 0$@5 <4BdBd@ 0$VTL___PPT9.&? %-BA Psychologist Looks at GLB: Four Steps To Better Privacy NoticesC% B-Mark Hochhauser, Ph.D. Readability Consultant$ Information Overload?LNew Terms Nonpublic personal information Personally identifiable information< ClU C*Too Much Information&  Information Overload (Alvin Toffler) Information Fatigue Syndrome (David Lewis) Information Anxiety (Richard Wurman) Data Smog (David Shenk) Information Smog Data Asphyxiation ,m%Leads To&  TIncreased Stress Helplessness Confusion Paralysis Through Analysis Impaired JudgmentUT  What to Do About It? yDesign and write your privacy message for your customers. Make sure that what you say is what you do. Be clear. Be brief.zz  ;Step 1: Know Your Goals. What Are You Trying to Accomplish? What Are You Trying to Change? It s easy to change knowledge. Information alone can change knowledge. Harder to change attitudes. Experience and expectations of others can help. Very hard to change behavior. People must be motivated and reinforced for their new behaviors. Do you want to attract new customers because your privacy policy is better than the competition?S" S )Trust, Loyalty and Customer RelationshipsHow can you use privacy to improve: Overall trust? Fiduciary trust? Privacy trust? Customers may have fiduciary trust but not privacy trust. Do they trust you with their money but not with their personal information? Does your privacy notice keep customers or lose customers? Not sharing customer information can be a powerful strategy for keeping existing customers and attracting new ones.j$Z1Z:ZLZZ$1:L jStep 2: Don t Let Perfection Be the Enemy of the Good Use What WorksDon t expect privacy notices to be perfect on the first try. There s a learning curve for every behavior. Imitate the good notices. Advertising is repetitive -- privacy information should be repetitive. One message won t change behavior. You may have to educate your customers using different messages in different media.&xxx Make the Right Comparisons.XNewspaper coupons: 1% - 2% redemption rate Source: James McNair,  Despite Slow Economy, Coupon Use Stays At Same Clip, The Cincinnati Enquirer Direct mail: 1% - 2% response rate Source: Janet Attard,  Mail Response Rates? Business Know-How Q&A GLB opt-out rate: About 5% (according to one survey)+e#C7+M  #-  7,JResults?%Do you want a high opt-out rate or a low opt-out rate? Did consumers see your privacy notice? Did consumers read your privacy notice? In part? In whole? Did they understand it? Did consumers read to the end to find out about their choices? Introduce choice/opt-out information at the beginning Behavior Change Takes Time1964: 46% of adults smoked cigarettes 1998: 24% of adults smoked cigarettes 1996: 68% of adults used a seat belt 1997 DOT prediction: 85% in 2000; 90% in 2005 2001: 73% of adults use a seat belt 2005: ??% of adults use a seat belt&qvqv Measuring the Impact(Track the number who opt out/cancel their opt-outs year-by-year Ask customers who close accounts if privacy was a factor Ask new customers who open accounts if privacy was a factor Survey your customers (focus groups, telephone surveys) What distinguishes those who opt-out from those who do not )Z) %Step 3: Design Usable Privacy Notices&&  ,Collaborate With Consumers - Share the Power Focus groups User testing (informal or formal) Include consumers on the writing team Get media coverage of your efforts. Let a reporter sit in on a writing meeting.Using Plain LanguageWork with your marketing and advertising experts to develop privacy notices that are easily understood. Don t let lawyers do all the writing. Privacy has to be explained the same way you explain other products or services. Develop a privacy notice format that your  average customer can understand. Build on familiar formats.&hh ;Sample: Guide to How We Collect and Share Your Information  2Step 4: How Do People Think About Privacy Notices?33   Abstract ConceptsPeople have a hard time understanding abstract concepts. Finance and privacy are pretty complicated to people who aren t in those fields. Concrete examples will help. If consumers don t know what you mean, they ll give it their own interpretation--which might be right, might be wrong. Literacy skills change with age. Older consumers may have a very hard time understanding complex information. Ask your parents or grandparents to read your privacy notice. What do they have to say?!All the People, All the Time No matter what you do, some consumers won t understand. 60 privacy notices were written at a 3rd-4th year college level. 85% of the population has a high school diploma. 25% of the population has a college degree. Writing for the public should be at a junior high reading level. Remember that reading and understanding are not the same. Consumers can read a notice but still not understand it.*8ZRZ8R/Introduction: Privacy Policy or Privacy Choices)0Introduction: Privacy Policy or Privacy Choices Bibliography, ResourcesA Plain English Handbook (1997) Washington, DC: US Securities & Exchange Commission. Bailey, E.P. (1996) Plain English at Work. New York: Oxford University Press. Bresler, K. (2001) Kissing Legalese Goodbye/Legal Practitioner s Abecedarian Manual of Legalese, Jargon and Multisyllabic Words to Make Aforesaid Lawyers, Attorneys, and Counselors-at-Law Feel and Sound the Same (together as two titles in one book) Buffalo, NY: William S. Hein & Co. Garner, B.A. (2001) Legal Writing in Plain English. Chicago, IL: University of Chicago Press. Wydick, R.C. (1998) Plain English for Lawyers. Durham, NC: Carolina Academic Press.qq\dM BA Psychologist Looks at GLB: Four Steps To Better Privacy NoticesBMark Hochhauser, Ph.D., Readability Consultant 3344 Scott Avenue North, Golden Valley, MN 55422-2748 Phone: (763) 521-4672, Fax: (763) 521-5069 E-mail: MarkH38514@aol.com 6   ;5   x(  x x Z1? @ x Z1?@ x x c $,{PP   l x 0A '??   'r x 6A ??   x # LP  0 Introduction: Privacy Policy or Privacy Choices81  /    x #  |r _What Information We Collect(  H x 0޽h ? f [f f3̙rOL. ՜.+,0    sOn-screen Shown-s2 !Times New RomanImpactArial WingdingsSymbol getnoticedMicrosoft Word DocumentWordPerfect 9 DocumentCA Psychologist Looks at GLB: Four Steps To Better Privacy NoticesInformation Overload?Too Much Information Leads ToWhat to Do About It?<Step 1: Know Your Goals. What Are You Trying to Accomplish?What Are You Trying to Change?*Trust, Loyalty and Customer Relationships6Step 2: Dont Let Perfection Be the Enemy of the GoodUse What Works Make the Right Comparisons. Results? Behavior Change Takes Time Measuring the Impact&Step 3: Design Usable Privacy Notices-Collaborate With Consumers - Share the PowerUsing Plain Language<Sample: Guide to How We Collect and Share Your Information3Step 4: How Do People Think About Privacy Notices?Abstract ConceptsAll the People, All the Time 0Introduction: Privacy Policy or Privacy Choices1Introduction: Privacy Policy or Privacy ChoicesBibliography, ResourcesCA Psychologist Looks at GLB: Four Steps To Better Privacy Notices  Fonts UsedDesign TemplateEmbedded OLE Servers Slide Titles_dDHOLZDHOLZ