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Pregled bibliografske jedinice broj: 945068

Zbornik radova

Autori: Peras, Dijana; Mekovec, Renata; Picek, Ruben
Naslov: Influence of GDPR on social networks used by omnichannel contact center
Izvornik: MIPRo Proceedings Information Systems Security /ISS / Skala, Karolj (ur.). - Rijeka : GRAFIK, Rijeka , 2018. 1317-1322 (ISBN: 978-953-233-096-0).
Skup: 41 st International Convention MIPRO 2018
Mjesto i datum: Opatija, Hrvatska, 21.-25.5.2018.
Ključne riječi: GDPR ; social networks ; SNS ; personal data ; privacy ; omnichannel contact center ; communication channel
Sažetak:
First part of paper addresses the impact of General Data Protection Regulation (GDPR) on data collection by most popular social networks. GDPR will start to apply on May 25th 2018, and it aims to change the way in which organizations treat data protection. Regulation requires organizations, including social networking service providers (SNSP), operating within the EU to know where personal information of their users is located, how can it be used and when does it have to be deleted. The paper clarifies the rights of the users and the obligations of the SNSP. It analyzes 10 most popular social networks and explores what personal information they collect as well as problems related to the application of GDPR. Second part of the paper presents the use of social networks in omnichannel contact center. Omnichannel is a business model which combines various communication channels in order to improve customer experience. Since modern social networks are abundant with personal user information, it is necessary to determine which of them may be collected and used by omnichannel contact center, while respecting the principles of GDPR.
Rad je indeksiran u
bazama podataka:
Scopus
Conference Proceedings Citation Index - Science (CPCI-S) (sastavni dio Web of Science Core Collectiona)
Vrsta sudjelovanja: Predavanje
Vrsta prezentacije u zborniku: Cjeloviti rad (više od 1500 riječi)
Vrsta recenzije: Međunarodna recenzija
Izvorni jezik: ENG
Kategorija: Znanstveni
Znanstvena područja:
Informacijske i komunikacijske znanosti
URL Internet adrese: https://ieeexplore.ieee.org/stamp/stamp.jsp?tp=&arnumber=8400206
Upisao u CROSBI: Renata Mekovec (renata.hudek@foi.hr), 28. Lip. 2018. u 10:35 sati



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