Many common Watchdog complaints can be avoided. This month, we continue the TRUSTe compliance team’s series of Tech Tips that review TRUSTe’s program requirements, outline some simple actions to take to reduce Watchdog complaints, and recommend best practices for complaint-related issues. Read past tips on http://www.truste.org/sealholders/tech_tips.php.

Tip: Reduce the number of “Improperly Shared Information” Watchdog complaints your site receives by taking a few simple steps to improve notice and choice.

You may be providing site users with technically proper notice and choice regarding sharing their personally identifiable information (PII) with third parties, but if these measures aren’t immediately apparent, users may submit an “improperly shared PII” Watchdog complaint. Implement these small measures to reduce confusion -- and complaints:

1. Provide concise and robust notice regarding information sharing for partnerships or special offers. The language of the notice should be clear, simple, and direct, and this notice should be provided at the point at which the information will be shared. Placing the notice above the submission button will ensure that consumers are given prominent notice and choice prior to registering for the offer.
2. TRUSTe recommends that you present partnerships and special offers on an opt-in basis, which will prevent users from inadvertently accepting the offer -- and feeling like their information was improperly shared.
3. TRUSTe further recommends that such membership programs send a confirmation email to users who register for such programs. Providing confirmation emails will notify users of inadvertent registrations as well as strengthen the legitimacy of the program from a consumer perspective.

Alex Yap is a senior compliance analyst at TRUSTe.

 

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