Optimize App pop-up window information to improve customer service hotline response capacity
The Internet experience can also be more comfortable
Newspaper reporter Ye Zi
All kinds of ads pop up frequently, apps collect personal information beyond the scope, no one answers the customer service hotline of Internet platform... Have you ever had this experience with the Internet? The Ministry of Industry and Information Technology (MIIT) recently issued a notice on action to Improve the awareness of INFORMATION and communication Services, deciding to focus on information and communication services that affect users' perception from November 2021 to March 2022, and vigorously improve integrated services in the information and communication industry.
Face the problem head on
For mobile phone packages set unreasonable, express is not clear, the implementation of information and communication services awareness promotion action notice (hereinafter referred to as the "notice") requirements related to telecom enterprise further comprehensive carding sold in package name, timely remind user traffic usage, setting up reasonable meal outside flow unit price, Let the user "package can understand, choose more clearly, use more assured".
To solve the problem of "unable to close" on-screen advertisements, the notice requires all Internet companies to set up obvious and effective "off" buttons in the on-screen information and popup information Windows of their apps so that users can "find and close" them. The screen opening information window of App shall not use the whole screen pictures and videos as jump links to induce users to click or cause users to click by mistake, which will bring inconvenience to users.
In terms of improving the response capacity of customer service hotlines, the circular is more specific: Enterprises engaged in Internet information services should set up customer service hotline numbers and display them prominently on websites, apps and other places. Enterprises with the right conditions are encouraged to provide adequate human customer service seats, and the elderly are provided with direct manual hotline service. The maximum response time of customer service hotline is 30 seconds per month, and the response rate of human service is over 85%.
Li Yongjian, a researcher at the Chinese Academy of Social Sciences' Institute of Financial Strategy, said in an interview that the measures of the Ministry of Industry and Information Technology are not only to protect the basic rights and interests of users, but also to make Internet companies return to the normal growth track of building hard power and promote the healthy development of the whole industry.
Personal information, strengthen protection
On November 1 this year, the Personal Information Protection Law was formally implemented, and people from all walks of life are paying more and more attention to the protection of personal information. The campaign focused on solving related problems, requiring relevant enterprises to establish a "double list" of personal information protection and display it in the App for users to check.
It is understood that relevant enterprises should establish a "double list" for personal information protection, including the list of collected personal information. The Notice requires relevant enterprises to list the basic information of users' personal information collected by App in a concise and clear manner, including information types, purposes and scenarios. Another is to create lists of personal information to share with third parties. Enterprises are required to list the basic information of users' personal information shared by apps and third parties, including the types, purposes, usage scenarios and sharing methods of personal information shared with third parties. Combined with enterprise scale and user volume, 39 major Internet enterprises have been identified in the first batch for implementation.
Nowadays, personal information protection has become the key word of Internet governance, and it is particularly important to firmly hold the key link of App responsibility chain. On the one hand, App stores serve as the "gatekeeper" for App distribution, and the lack of platform management will directly lead to illegal apps "taking advantage of loopholes and playing around". Therefore, the notice requires App stores to provide testing services for apps on their platforms to prevent illegal apps from being put on shelves.
Pan Helin, executive dean of the Institute of Digital Economy at Zhongnan University of Economics and Law, believes that the implementation of the "double list" not only strengthens the platform's responsibility for information management, increases information transparency, but also clarifies users' rights and interests in information, which is an inevitable way to implement the personal Information Protection Law.
Multiple efforts to improve service
In recent years, relevant departments have organized and carried out a series of special actions to safeguard the rights and interests of users and rectify violations of laws and regulations in terms of strengthening the special rectification of App infringement on the rights and interests of users, regulating the order of the Internet market, and cracking down on spam messages and harassing phone calls. The overall rectification has achieved remarkable results.
According to the Ministry of Industry and Information Technology, the problem of "unable to close" on-screen information in major Internet companies has been basically solved, and the detection rate of "random jump" misleading users has dropped to 1%. Miit said, compared with the previous organization to carry out the special operation, the operation should not only keep "bottom line", "line up", emphasize the positive promoting industry key enterprises to a higher standard improve service ability, improve service levels, to more strict improve impact a key link in the process of service awareness, fully protect customers' right to know, to choose, We will further enhance the people's sense of gain.
"This action is of great significance in addressing some persistent problems in information services. For example, the campaign will urge basic telecom operators to come up with simpler tariff plans." Li believes the campaign can further optimize the online experience and enable the INFORMATION and communication industry to play a bigger role in promoting high-quality development of the digital economy and improving people's quality of life. In addition, governing the digital economy requires the establishment of a multi-party governance framework with the joint participation of basic telecom operators, Internet platforms, users, third-party institutions and governments. At the same time, continuous supervision should be carried out by technical means, especially actively developing and utilizing supervision technologies such as App pop-ups and information collection, to further optimize user experience and improve management efficiency.