Naslov
Influence of GDPR on social networks used by omnichannel contact center

Autori
Peras, Dijana ; Mekovec, Renata ; Picek, Ruben

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
MIPRo Proceedings Information Systems Security /ISS / Skala, Karolj - Rijeka, 2018, 1317-1322

ISBN
978-953-233-096-0

Skup
41st International Convention on Information and Communication Technology, Electronics and Microelectronics (MIPRO 2018)

Mjesto i datum
Opatija, Hrvatska, 21.05.2018. - 25.05.2018

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
GDPR ; social networks ; SNS ; personal data ; privacy ; omnichannel contact center ; communication channel

Sažetak
First part of paper addresses the impact of General Data Protection Regulation (GDPR) on data collection by most popular social networks. GDPR will start to apply on May 25th 2018, and it aims to change the way in which organizations treat data protection. Regulation requires organizations, including social networking service providers (SNSP), operating within the EU to know where personal information of their users is located, how can it be used and when does it have to be deleted. The paper clarifies the rights of the users and the obligations of the SNSP. It analyzes 10 most popular social networks and explores what personal information they collect as well as problems related to the application of GDPR. Second part of the paper presents the use of social networks in omnichannel contact center. Omnichannel is a business model which combines various communication channels in order to improve customer experience. Since modern social networks are abundant with personal user information, it is necessary to determine which of them may be collected and used by omnichannel contact center, while respecting the principles of GDPR.

Izvorni jezik
Engleski

Znanstvena područja
Informacijske i komunikacijske znanosti

POVEZANOST RADA