Amazon.com’s Privacy Notice informs consumers of what type of consumer information is shared, with whom they share it and under what circumstances, such as promotional offers, business transfers and in order to comply with legal processes. Amazon.com explains that there are some businesses that operate stores on Amazon.com’s web site that Amazon.com has no control over, such as Marketplace, zShops, and Auctions sellers, and these are considered third-party transactions. Amazon.com also operates stores, provide services, or sell products jointly with other businesses, which include AT&T, Toys R Us, Babies R Us, Circuit City, Waldenbooks, Sprint, T-Mobile, Hotwire, Target, and Borders. Amazon.com may share consumer information with third-party businesses; however, consumers are informed.
Consumer information is also shared with agents of Amazon.com in order to fulfill orders, deliver packages, send mail and e-mail, processing credit card payments, etc. While Amazon.com’s agents have access to consumer’s personal information, they are prohibited from using the information for purposes outside the scope of their approved functions.
In order to protect and secure consumer information, Amazon.com utilizes Secure Sockets Layer (SSL) software to encrypt information and only releases the last 5 digits of consumer credit cards to confirm orders. Amazon.com’s Privacy Notice also provides information to consumers regarding consumer choices, selling to children, and the Safe Harbor Program.
In addition to Amazon.com’s Privacy Notice, they also have a Conditions of Use Notice which discusses the many legal issues which govern Amazon.com under the laws of the State of Washington. The Conditions of Use Notice informs consumers that by visiting or shopping at Amazon.com they are accepting the conditions that are covered under the Notice. Some of the legal issues which are covered by Amazon.com’s Condition of Use Policy include: electronic communications, copyright, trademarks, patents, License and Site Access, Your Account, Reviews, Comments, Communications and Other Content, Copyright Complaints, Risk of Loss, Product Descriptions, Pricing, Other Businesses, Disclaimer of Warranties and Limitation of Liability, and Applicable Law. Amazon.com provides detailed information regarding all of the topics covered in their Condition of Use Policy, as well as provides information to consumers on how to make complaints against Amazon.com and the how the resolution process works.
Barnes & Noble
Since e-business is relatively new and not completely trusted by all users, compliance with ethical, legal and regulatory standards is especially important. It is necessary that customers to a company’s web site feel safe and secure in their business transactions.
Key ethical, legal and regulatory issues involving e-business focus primarily on privacy and sharing of information. Federal legislation mandates that companies’ web sites include a privacy policy. Companies are ethically obligated to conduct business in a safe and honest manner, a standard that is even more rigorous for e-businesses (MarketingProfs.com). Although the Internet is primarily unregulated, regulatory issues may involve liability for copyright infringement and issues of that nature.
Barnesandnoble.com’s web site is thorough with regard to its meeting legal, ethical and regulatory requirements or standards. The company’s Privacy Policy, which covers the information the company collects from its customers/users, how that information is used and the circumstances under which that information may be disclosed, is easily found and accessible on the web site. The information collected by Barnesandnoble.com is broken down into various methods of collection, that which is automatically collected when the user visits the web site, such as the the name of the domain and host from which the user accessed the Internet as wel as the IP address, browser software and operating system of the visitor’s computer, etc. There is other information that can be obtained via “cookies,” small files or records that are placed on a computer’s hard drive that collects information about the user’s activities on the web site and transmits that back to the computers at Barnesandnoble.com or another designated source. Cookies are intended to keep track of items in a shopping cart, and also to remember information so it does not have to be reentered upon a subsequent visit to the same web site.
In addition, there is information collected using pixel tags or clear GIF’s that would allow the company to monitor whether email messages it sends to the customer is opened. Lastly, information is actively submitted to the web site by the user if he or she is creating a new account, completing an order, requesting company newsletters and/or alerts, submitting reviews or participating in an online course through the Barnes & Noble University via the web site.
Barnesandnoble’s privacy policy goes on to explain how the company uses and shares the personal information it obtains with subcontractors, service providers, membership programs, credit card companies, companies affiliated with barnesandnoble.com, other trustworthy third parties and law enforcement investigations.
The Privacy Policy also addresses underage customers, which involves not only ethical but also legal and regulatory issues. Consumers are required to use authorized credit cards for purchases (to ensure that the credit card has, inf act, been authorized).
Inasmuch as the barnesandnoble.com web site includes links and banners that, when clicked, will take the user to a third party web site, the Privacy Policy advises that customers will then be subject to that third-party’s privacy policies and no longer be subject to barnesandnoble’s.
In addition to the posted Privacy Policy, the company also has a Security Policy posted. This Security Policy more clearly addresses the protection of personal customer information provided, how the company ensures safety (using industry standard e-commerce secyrity technology such as Secure Sockets Layer (SSL) encryption technology” (barnesandnoble.com), and the use of email addresses and passwords to further ensure the privacy and security of the customers.
Fraud is a common concern amongst users of e-commerce. Barnesandnoble.com offers a “Safe Shopping Guarantee” that addresses the federal legistration with regard to liability for unauthorized charges on a credit card
The company does include a disclaimer of sorts indicating that they “do not guarantee the continuous, uninterrupted or secure access to the Barnes & Boble.com site because the operation of the Barnes & Noble.com website may be interfered with by numerous factors outside of our control” (barnesandnoble.com). The company offers that, should the custom4er still not feel safe sending personal information, and specifically credit card information, via the internet, the customer can easily complete the purchase by telephone.
Barnesandnoble.com also includes a Copyright Policy, which is in accordance with the Digital Millennium Copyright Act (Public Law 105-304), and also Corporate Policy & Procedures for Compliance (barnesandnoble.com). The Copyright Policy basically addresses copyright infringements and indicates that the web site will “block access to and/or remove any material that it believes in good faith to be copyrighted materials that has been illegally copied and submitted to our site” (barnesandnoble.com). The policy deals with all aspects of the site and provides a procedures for reporting possible copyright infringements.
With regard to legal matters, the company’s Terms of Use spells out what users of the company’s web site can expect from the web site and its providers and, in turn, what is expected from the users. There is an implied acceptance of the Terms of Use and other policies and guidelines found throughout the company’s web site (such as the Privacy and the Security Policies). These Terms of Use include:
- Online conduct
- Privacy policy
- Trademarks
- Content (proprietary rights; distribution/uploading of third-party content; third-party content; and export)
- Age of Users
- Termination of Usage
- Password Security
- Disclaimers and Limitation of Liability
- Severability
- Jurisdiction
- Binding Arbitration
- Acknwoledgement; and
- Modification
Being one of the leaders in the online book industry, it is necessary that Barnes & Noble meet all legal, ethical and regulatory guidelines and policies nad make every effort to ensure the safety and privacy of its users/customers. Barnesandnoble.com’s Terms of Use as well as its Privacy, Security and Copyright Policies, which are active policies that are subject to review and revision (and this is clearly stated in each of the policies) all address these issues and help to ensure that the site is being used in a legal and ethical manner.
Borders
Borders bookstore was forced to adopt policies and procedures to cover online ethics, legal and regulatory issues. Borders shares the ethic and legal policies and procedures with their customers. The policies are outlined on the website so that you shop safely and wisely. The privacy is the most important since it covers some of Borders ethical policies. Borders believes that your personal information including your purchase history, email and residential addresses and credit card data belongs to you. () Borders privacy policy applies to all purchases at the Borders online stores.
On the website, Borders outlines the ethical responsibility that is involved when customer service, gift cards, and subscriptions collects information, since they are responsible for protecting the customers information. The National Cyber Security Alliance (NCSA) is a public-private partnership that focuses on promoting cyber security and safe behavior online. The Borders secure shopper guarantee protects shoppers against unauthorized charges on their credit card. The Council of Better Business Bureau (BBB) promotes and encourages sound and ethical online business practices through different privacy programs.
One major ethical issue covered in the policy sections is the return policy and information. The site details all the return information, so that there is not misunderstanding on return issues. Additional ethical information on the site includes the processing of discounts. The discounts are processed in several different categories, starting with customer quality discounts, Teachers and Librarians, Corporate and Educational.
Borders links to the Federal Trade Commission (FTC) information page to illustrate and outline the legal steps involved in protecting the customers’ privacy online. The information includes tips on how to avoid fraud and deception online as well as information for parents on kid’s Internet safety. The FTC assists consumers in preventing fraudulent, deceptive and unfair business practices in the marketplace as well as how to spot and stop the acts. The FTC makes sure shopping online is as secure as possible so they suggest using antivirus software, personal firewalls, up- to-date browsers and operating systems as well as using caution with financial information.
Borders Group operates 36 locations in the United Kingdom as well as 38 superstores throughout U.K., Australia, New Zealand and Singapore. Borders was one of the first U.S. based bookstore chains to expand internationally. While Border.com is an international market, they only extend gift cards and credit to U.S. and Puerto Rico. Online international purchases can be made with personal credit cards. Border uses some of the same shipping guidelines that Amazon.com uses for international orders. On the site they detail the exceptions for shipping overseas, since there are specific geographical shipping restrictions. Most of the items that are purchased online can be shipped to APO and military personnel around the world.
Conclusion
Regardless of the company, or how they conduct their business, it is a major part of functioning for the company to keep their policy and procedures regulated. Each company may choose a different route in how to get to where they need to be, but they will all end up in the same spot if it is conducted properly. If a company were to just conduct business without any type of guideline, it would cause an upset in their business, and things would just be chaotic. When regulated policy and procedures are put into play, it keeps things in line for a positive outcome. Ethics seem to be a big play in today’s society and if they are not laid down from the get go it could cause some extreme tension, as everyone has different standings in their belief’s , and moral values. Once regulated, everyone seems to meet on a common ground in which all will be perfected. This statement goes for employees as well as consumers. As far as legal issues go, if a company doesn’t want to follow the laws, then it will cause a meltdown to the corporation, and if consumers don’t want to follow policy and procedure guidelines, then there is no basis for the company. As stated before, there needs to be a common ground for all to mingle in a peaceful atmosphere, so all things need to be regulated to keep current, and to help nip the possibility of issues from arising.
References
About Borders Group, (2005). Retrieved on February 23, 2005 from World Wide Web:
Amazon.com: Privacy & Security (2005) Retrieved on February 26, 2005 from the World Wide Web:
Amazon.com: Conditions of Use (2005) Retrieved on February 26, 2005 from the World Wide Web:
Barnes & Noble History, (2005). Barnes & Noble Booksellers. Retrieved on February 8, 2005 from the World Wide Web:
Barnes & Noble Booksellers, (2005). Our Mission. Retrieved on February 8, 2005 from the World Wide Web:
Borders Stores, (2005). Customer Care. Retrieved on February 21, 2005 from the World Wide Web:
Shatzkin, Mike, (2003). “Supply chain impact of internet bookselling: Speech to ePubLondon Conference.” The Idea Logical Company. Retrieved on February 14, 2005 from the World Wide Web:
Slashing Barnes & Noble’s inventory by $13 million, (n.d.). i2.com. Retrieved on February 15, 2005 from the World Wide Web:
The Online Book Store, (2005). Discover the Knowledge you Desire at the Online Book Store. Retrieved on February 2, 2005 from the World Wide Web:
Waldock, Peter, (n.d.). Ch.06 Supply chain initiative: Building the foundation. Book Publishing Industry Development Program. Retrieved on February 14, 2005 from the World Wide Web:
