Abstract
The transformation of today’s information and communications technology (ICT) firms requires the services and support organizations to think differently about customers data protection. Data protection represents one of the security and privacy areas considered to be the next “blue ocean” in leveraging the creation of business opportunities. Based in contemporary literature, the authors conducted a two phases’ qualitative methodology - the expert’s interviews and Delphi method to identify and rank 12 factors on which service and support professionals should follow in their daily tasks to ensure customer data protection: 1) Data classification, 2) Encryption, 3) Password protection, 4) Approved tools, 5) Access controls, 6) How many access data, 7) Testing data, 8) Geographic rules, 9) Data retention, 10) Data minimization, 11) Escalating issues, and 12) Readiness and training. This paper contribute to the growing body of knowledge of data protection filed. The authors provide directions for future work for practitioners and researchers.
| Original language | English |
|---|---|
| Title of host publication | Censorship, Surveillance, and Privacy |
| Subtitle of host publication | Concepts, Methodologies, Tools, and Applications |
| Publisher | IGI Global |
| Pages | 814-829 |
| Number of pages | 16 |
| Volume | 2 |
| ISBN (Electronic) | 9781522571148 |
| ISBN (Print) | 9781522571131 |
| DOIs | |
| Publication status | Published - 1 Jan 2019 |
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Success factors for data protection in services and support roles : combining traditional interviews with delphi method. / Ruivo, Pedro; Santos, Vitor; Oliveira, Tiago.
Censorship, Surveillance, and Privacy: Concepts, Methodologies, Tools, and Applications. Vol. 2 IGI Global, 2019. p. 814-829.Research output: Chapter in Book/Report/Conference proceeding › Chapter
TY - CHAP
T1 - Success factors for data protection in services and support roles
T2 - combining traditional interviews with delphi method
AU - Ruivo, Pedro
AU - Santos, Vitor
AU - Oliveira, Tiago
N1 - Ruivo, P., Santos, V., & Oliveira, T. (2019). Success factors for data protection in services and support roles: combining traditional interviews with delphi method. In Censorship, Surveillance, and Privacy: Concepts, Methodologies, Tools, and Applications (Vol. 2, pp. 814-829). IGI Global. DOI: 10.4018/978-1-5225-7113-1.ch042
PY - 2019/1/1
Y1 - 2019/1/1
N2 - The transformation of today’s information and communications technology (ICT) firms requires the services and support organizations to think differently about customers data protection. Data protection represents one of the security and privacy areas considered to be the next “blue ocean” in leveraging the creation of business opportunities. Based in contemporary literature, the authors conducted a two phases’ qualitative methodology - the expert’s interviews and Delphi method to identify and rank 12 factors on which service and support professionals should follow in their daily tasks to ensure customer data protection: 1) Data classification, 2) Encryption, 3) Password protection, 4) Approved tools, 5) Access controls, 6) How many access data, 7) Testing data, 8) Geographic rules, 9) Data retention, 10) Data minimization, 11) Escalating issues, and 12) Readiness and training. This paper contribute to the growing body of knowledge of data protection filed. The authors provide directions for future work for practitioners and researchers.
AB - The transformation of today’s information and communications technology (ICT) firms requires the services and support organizations to think differently about customers data protection. Data protection represents one of the security and privacy areas considered to be the next “blue ocean” in leveraging the creation of business opportunities. Based in contemporary literature, the authors conducted a two phases’ qualitative methodology - the expert’s interviews and Delphi method to identify and rank 12 factors on which service and support professionals should follow in their daily tasks to ensure customer data protection: 1) Data classification, 2) Encryption, 3) Password protection, 4) Approved tools, 5) Access controls, 6) How many access data, 7) Testing data, 8) Geographic rules, 9) Data retention, 10) Data minimization, 11) Escalating issues, and 12) Readiness and training. This paper contribute to the growing body of knowledge of data protection filed. The authors provide directions for future work for practitioners and researchers.
UR - http://www.scopus.com/inward/record.url?scp=85059724841&partnerID=8YFLogxK
U2 - 10.4018/978-1-5225-7113-1.ch042
DO - 10.4018/978-1-5225-7113-1.ch042
M3 - Chapter
SN - 9781522571131
VL - 2
SP - 814
EP - 829
BT - Censorship, Surveillance, and Privacy
PB - IGI Global
ER -