Category Archives: Policies

When selling rocks to the digirati

December 14, 2016

Over the past few years, Nordstrom has been the go-to case study for how to adapt traditional customer service into the digital world. This week the high-end department store provided another digital learning moment. The company’s offered of an $85 stone wrapped in a leather pouch. The item sold out but was mocked across social media and the store’s product review section.

Governing Software and Navigating Audits

October 28, 2016

If your company has not received an audit request from a software vendor asking you to validate what aspects of their tools or service you are using in order to assess licensing fees, it is only a matter of time. While many vendors have implemented half-successful automated processes to measures usage and licensing of their software, this area of digital is still quite immature. As a result, vendors may request data, access to your systems, or confirmation of the number of users accessing licensed software.

The case of a links policy (a.k.a. protecting yourself over infringement linking)

October 10, 2016

In September, a New York district court approved a copyright infringement case to go forward against a website owner over claims that its website linked to an infringing copy of software that was hosted on a 3rd party server. The legal details will still be argued in court, and the website owner may be able to shift liability to the developer used to create their website. However, just because the developer can be legally liable for linking to an illegal version of software doesn’t mean that the website owner is off the hook. If you hire and task any individual or agency to create digital on your behalf, you may be liable for their actions. Having a clear linking policy in place cannot only limit the legal exposure in case the developer makes a bad decision, but it can clearly define for any external party you choose to work with your values and tolerance for taking such risks.

Internet of Things (IoT) Security Framework: Simply an extension of your current policies

September 22, 2016

Internet of Things (IoT) Security Framework: Simply an extension of your current policies. The security framework constitutes news, more so because large players and sometime competitors have come together to collaborate – including Intel, Cisco, Fujitsu, and General Electric. As far as the security framework is concerned, these are considerations you should have in play for existing and emerging channels: web, social media, mobile applications, customer relationship management, email marketing, Interactive voice response (IVR), chatbots (smart and dumb) and of course, IoT. And if you don't already have them expressed via digital policies and standards, use this as a gentle reminder to get started on that task!

Join me for CMSWire’s Digital Customer Experience (DX) Summit 2016

September 7, 2016

Workshop: Deliver Digital Excellence with Global Compliance and Integrity Faced with complex multi-site, multi-language, multi-channel digital presences, many organizations struggle to provide exceptional digital customer experiences, especially those on a large, distributed digital team. With the growing number of compliance requirements and international regulations, can you successfully deliver a digital strategy with repeatability and integrity? This workshop will define policies and standards that can be leveraged throughout the enterprise for digital success – whether that is a website redesign, technology re-platform or implementation of mobile applications and social software.

The Data Shield certification program is ready. Are you?

August 5, 2016

In mid-July, the European Commission deemed the Privacy Shield Framework adequate to support data transfers between the EU and U.S. -based organizations. The official certification program for US organizations became available on August 1, 2016 and many organizations are starting to weigh joining the program. If you are struggling with digital policy decisions, such as who should steward policies in your organizations, or whether compliance with the Privacy Shield is required or beneficial to your organization, feel free to drop a note.

Digital Policy – It’s Your Business

July 28, 2016

While you may feel secure with you content publishing approach, there may be significant risks associated with the actual content and the channels you are using for your organizations. This is where digital policies come in. Digital policies are the rules of the road for digital and they tell all of us working in the digital space what we should and should not do in order to create good content and also protect our organization, our clients, and ourselves from issues of brand, legal, and regulatory risk that might arise.

Copying another organization’s digital policies is not the answer!

July 6, 2016

Simply copying another organization’s policy will check the box and ensure you have some verbiage in place, but it won’t protect your organization legally in line with your business operating norms. Additionally, while subjecting you to copyright infringement risks for copying another organization’s intellectual property, you are unlikely to comprehensively address the specified policy with your unique needs in mind.