The Open Rights Group and Krowdthink have joined forces to create a campaign designed to raise awareness amongst consumers of how the mobile operators capture and use personal location information. The call to action is to opt-out and instructions on how to do that are provided. But in doing so consumers will reduce both the personal value of their mobile device to them as individuals and the broader value to be gained from anonymised data aggregation. Benefits to consumers range from lower cost car insurance for teenagers, to the peace of mind that comes from knowing your child is safe, to the time saved avoiding traffic jams. More widely mass location analytics enable better urban and transport planning, reducing congestion, commute times and making cities more environmentally friendly.
So why encourage people to opt-out of sharing location information? The campaign highlights the risks of data falling in to the wrong hands, the use of data in marketing and the sale of data to third parties. These are issues that resonate with consumers. The Digital Catapult’s recent report ‘Trust in Personal Data’ identifies many concerns. Based on an Experian survey it shows, for example:
And of the sectors surveyed by Experian, telecoms companies were found to be the least trusted. Mobile Network Operators need to take time out from acquisition-related distractions and focus on what needs to be done to rebuild trust. The ORG and Krowdthink provide helpful starting points. Better articulation of the benefits and reasons for using location data; clearer explanations of security, how the data is used and how to opt-out will be a good start. Although complete integrity throughout the customer experience at every touch point will be needed to make a real difference, not just better contract language and collateral.
During the 1980s, Britain’s monopoly gas, water, electricity and telecommunications industries were privatised and regulated. Since then, the utility industries have been on a 30-year journey, which in many ways has been a risky experiment with the critical infrastructure of the nation. The different sectors have been liberalised to a greater or lesser extent, with telecommunications the one market to have embraced competition throughout the supply chain. A lot has been learnt:
Let us hope that the collective memory of UK plc is good. As the water sector journey moves on there are many areas in which we can learn from the experiences of the telecommunications industry.
Andrew Keevil assists technology companies with strategy and marketing, specialising in new proposition development.