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"The Information Commons conjures up an interesting kind of frontier- one which brings new implications for ancient concepts. One of the most central issues affected by the speed of thought pace of modern information technology is the basic concept of personal privacy. Invasion of the domain previously considered personal and private information has become one of the hallmarks of the information age! In states or countries where a geographically dispersed population makes telecommunication and technology based commerce more important, privacy protection is a central consideration. Public confidence in government, health and education services over electronic media depends on assurances of privacy protection. The concept of privacy protection from its inception has been a part of a counterpoint between individual rights and public needs regarding personal information. To examine how a concept like free flow of information can have insidious unintended consequences, I would like to examine how introducing competition in utility services has affected privacy. In the days before deregulation, utility marketing concerned goodwill advertising and image promotion. The subject of advertisements mostly concerned safety, emergency preparedness, and other public service issues. The utility service area was local, and customer service was also local, neighbor to neighbor in tone. Now, utilities engage in mergers and acquisitions to gain market position and capital advantages. The obligation to serve is not necessarily associated with the service providers, and customers seeking service face automatic voice messaging systems with eight item menus. Electronic commerce and the capabilities of internet technology have fundamentally changed both marketing and customer service. Many of these changes have been positive, but some unintended consequences have caused problems. One of these is the tension between the marketers' right to free speech and the customers right to privacy." |
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