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Data protection in services and support roles

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dc.contributor.authorRuivo, Pedro
dc.contributor.authorSantos, Vitor
dc.contributor.authorOliveira, Tiago
dc.contributor.institutionNOVA Information Management School (NOVA IMS)
dc.contributor.institutionInformation Management Research Center (MagIC) - NOVA Information Management School
dc.date.accessioned2018-02-01T23:19:36Z
dc.date.available2018-02-01T23:19:36Z
dc.date.issued2014
dc.descriptionRuivo, P., Santos, V., & Oliveira, T. (2014). Data protection in services and support roles: a qualitative research amongst ICT professionals. In CENTERIS 2014 - Conference On Enterprise Information Systems / Projman 2014 - International Conference On Project Management / Hcist 2014 - International Conference On Health And Social Care Information Systems And Technologies (Vol. 16, pp. 710-717). (Procedia Technology). DOI: 10.1016/j.protcy.2014.10.020
dc.description.abstractCustomers expect their data to be protected and not used in a manner inconsistent. The protection of their data is paramount to customers, and they evaluate ICTs in part on how well they handle and protect it from being stolen or used improperly. In many industries customers are specifically mandated to evaluate how ICTs firms protects their data. When customers create an account with ICTs firms, or use their services, they expect that a set of specific rules around how ICTs are used to manage their information. This qualitative research studied which recommendations service and support professionals should follow in their daily tasks to ensure customer data protection. It present 12 recommendations: Data classification (three categories: low, medium and high business impact), Encryption security tools, Password protection, Services tools for data collection and storage, Who access data, How many access data, Testing customer data, Geographic rules, Data retention, Data minimization, Escalating issues, and Readiness and training. This paper is intended to help ICTs how to apply key data protection principles on their daily work. Provides important data protection recommendations that ICTs are expected to apply when handle customer data. By handling customer data safely, ICTs firms build trust and loyalty.en
dc.description.versionpublishersversion
dc.description.versionpublished
dc.format.extent8
dc.format.extent298786
dc.identifier.doi10.1016/j.protcy.2014.10.020
dc.identifier.issn2212-0173
dc.identifier.otherPURE: 3581319
dc.identifier.otherPURE UUID: 5d64080b-326f-4d47-9af9-41e7a189685e
dc.identifier.otherWOS: 000360404800079
dc.identifier.otherORCID: /0000-0002-4223-7079/work/46066622
dc.identifier.otherORCID: /0000-0001-6523-0809/work/59472031
dc.identifier.urihttp://hdl.handle.net/10362/29664
dc.language.isoeng
dc.peerreviewedyes
dc.subjectData protection
dc.subjectdata classification
dc.subjectprivacy
dc.subjectsecurity
dc.subjectICT
dc.subjectsupport
dc.subjectservices
dc.titleData protection in services and support rolesen
dc.title.subtitlea qualitative research amongst ICT professionalsen
dc.typeconference object
degois.publication.firstPage710
degois.publication.lastPage717
degois.publication.titleCENTERIS 2014 - Conference On Enterprise Information Systems / Projman 2014 - International Conference On Project Management / Hcist 2014 - International Conference On Health And Social Care Information Systems And Technologies
degois.publication.titleConference on ENTERprise Information Systems (CENTERIS) / International Conference on Project MANagement (ProjMAN) / International Conference on Health and Social Care Information Systems and Technologies (HCIST)
degois.publication.volume16
dspace.entity.typePublication
rcaap.rightsopenAccess

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