Thomas Hardy once wrote that "some folk
want their luck buttered." He was ages ahead of his time; his
words now describe the Internet entrepreneurs who continue to
feast on personal data snatched from Web users -- all in the
midst of consumer outcries over Internet privacy and increasing
government scrutiny of the gathering of corporate data.
The boundaries of personal space are shrinking for many Americans,
and nowhere is this more apparent than on the Internet. With
"cookies" on our hard drives and commercial come-ons in our
e-mail, Internet users are waking up to a new reality: Companies
can freely buy and sell consumer credit-card numbers, home and
e-mail addresses, telephone and Social Security numbers and
shopping preferences without ever asking permission.
None of this is new, but Internet companies seem more blatant
about their appetites. A visit to any Web site today might result
in 10 electronic junk-mail missives tomorrow. It is not surprising
that a recent Harris poll found that 57% of U.S. Internet users
favor laws regulating the ways in which companies collect and
use personal information.
Why regulation is necessary now
Internet companies fail to understand that protecting consumer
privacy makes better business sense. According to a 1999 Georgetown
University survey, 92% of commercial Web sites collect some
form of personally identifiable information from consumers.
A majority of these sites have "privacy policies" posted, but
they are often riddled with legalese and ultimately are meaningless.
They rarely, for instance, guarantee that consumer data will
not be sold to third parties.
E-commerce companies have made only meager attempts at self-regulation.
In recent weeks, Microsoft, America Online, Doubleclick and
others trumpeted their forthcoming privacy-enhancing technology
called the Platform for Privacy Preferences or P3P. The technology
will allow consumers to judge Web sites that conform to their
individual privacy demands.
It sounds encouraging but puts the onus on consumers and does
not encourage Web firms to change their behavior. According
to privacy advocates, P3P's key failing is that it could allow
companies to gather even more data on users. Privacy-guarding
technologies are no substitute for clear federal guidelines.
New laws will not materialize, however, until Washington stops
coddling its new problem child. Congress threatens privacy regulation
yet does nothing. Politicians are so painfully aware that Internet
company executives someday will be a prime source of campaign
funding. Neither party, therefore, wants to offend the industry
with overbearing laws. (How can we clamp down on those plucky
little Net companies? They're so cute and smart, and they have
so much potential.) Ever the dysfunctional parent, Washington
fears a repeat of the mistakes it made with more mature industries
like telecommunications and oil.
All the while, privacy-violating e-commerce companies grow
fat, bratty and brazen. Any day now, Sen. John McCain (R-AZ)
will wave the lash at Silicon Valley. He plans to introduce
an Internet privacy bill of some kind. McCain's proposal will
sit atop the pile of more than 300 privacy-related proposals
now pending in Congress.
All of these measures are likely to languish because many lawmakers
-- Democrat and Republican -- still prefer to give the industry
more time to regulate itself. The White House is no less forgiving.
When the Federal Trade Commission recently asked Congress for
the power to regulate online privacy, President Clinton's policy
team refused to endorse the plan.
Rumblings outside Washington
Another hindrance to new laws: Policymakers are too focused
on debating technical aspects of privacy protection. They claim
that the Internet's quicksilver qualities -- rapid growth and
ever-changing technologies -- make the digital realm difficult
to grasp and hard to regulate. But lawmakers should ignore the
technologies involved and set rules that govern how companies
use consumer data.
In the meantime, the Net industry's sweetly buttered good fortune
is slowly fading among those outside Washington. Encouraged
by recent settlements against the tobacco industry and a victory
against Microsoft Corp., members of the National Association
of Attorneys General are considering several large lawsuits
against companies that secretly share or sell consumer information.
Perhaps these new threats will prompt the Internet industry
to start following the codes of basic human courtesy. After
all, secretly tagging Web users and tracking their movements
like whales on the Discovery Channel is no way to build trust
with customers.
In many cases, businesses might get what they want if they
gave consumers a chance to volunteer for marketing lists. A
surprising survey commissioned by the nonprofit research group
Privacy in American Business discovered that only 11% of Americans
claim to be "privacy fundamentalists," unwilling to part with
their personal data.
Nearly 75% of respondents said they often trade their privacy
for personal benefits, as long as the Web site has a privacy
policy posted. And another 13% said they do not care about privacy
at all. If businesses present consumers with frank explanations
of how they plan to use gathered data, most consumers gladly
will oblige.
Ask and ye shall receive
Indeed, consumers are sending mixed signals with regard to
privacy. Everyday a new poll suggests heightening concern over
the issue. But Americans are not -- and really never have been
-- a particularly private people. (The fact that so many people
answer a telephone pollster's questions about how private they
are proves the point.)
Businessmen have "private" cell-phone conversations in the
middle of busy airports. People offer up personal tidbits about
themselves to perfect strangers in bars. Thousands of people
vie to take part in network TV "reality shows" like "Survivor"
and "Big Brother". Those who are not ready for prime time create
Web sites that chronicle their comings and goings in streaming
video. The New York Times even reported recently that voyeurism
is on the upswing in Manhattan as more apartment dwellers forego
Venetian blinds and heavy drapery to cloak their windows.
Oddly, no one considers these extreme forms of exhibitionism.
Rather, they are cultural norms in a nation that delights in
letting it all hang out. In the debate over online data collection,
people often use the word "privacy" to explain what consumers
want. But that is not accurate. Consumers want control over
where and when they give out information.
The lesson should be clear for e-companies: Ask.