Success factors for data protection in services and support roles

Combining traditional interviews with delphi method

Research output: Contribution to journalArticle

4 Citations (Scopus)

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 languageEnglish
Pages (from-to)56-70
Number of pages15
JournalInternational Journal of Human Capital and Information Technology Professionals
Volume6
Issue number3
DOIs
Publication statusPublished - 1 Jul 2015

Fingerprint

Data privacy
Access control
Cryptography
Delphi method
Data protection
Success factors
Communication
Testing
Industry

Keywords

  • Data classification
  • Data protection
  • Delphi
  • Interview
  • Privacy
  • Security
  • Services
  • Support

Cite this

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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.",
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