Chapter 9 — Personal data at work
Lesson map
Lesson 09 published. Map, example, EX033.
flowchart TD
N0["Learning outcomes"]
N1["9.1 What personal data is"]
N2["9.2 Careful handling"]
N3["9.3 Customer questions"]
N4["9.4 Mistakes"]
N0 --> N1 --> N2 --> N3 --> N4
N4 --> EX["Worked example"]
EX --> Q["Exercise EX033"]
Logical drawing
flowchart LR
N0["Learning outcomes"]
N1["9.1 What personal data is"]
N2["9.2 Careful handling"]
N3["9.3 Customer questions"]
N4["9.4 Mistakes"]
N0 --> N1 --> N2 --> N3 --> N4 --> Q["EX033"]
[Learning outcomes]
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v
[9.1 What personal data is]
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v
[9.2 Careful handling]
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v
[9.3 Customer questions]
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v
[9.4 Mistakes]
|
v
[Worked example] --> [Exercise EX033]
Learning outcomes
You will (1) recognise personal data; (2) handle customer data carefully; (3) respond to customer questions about their data.
9.1 What personal data is
Personal data is any information about an identifiable person: names, emails, addresses, phone numbers, purchase histories and photos. Chloe learns that data protection laws in many countries require organisations to use personal data fairly, keep it secure and keep it only as long as needed. Westfield holds personal data about loyalty members, online customers and staff. Mr. Appiah explains that the exact rules depend on the country, so staff should follow their organisation's policy. She lists the personal data Westfield holds in her notebook table.
9.2 Careful handling
Chloe sees examples of careless handling at Westfield: a delivery list emailed to a personal address so a driver could read it on his phone, and a customer's order details read aloud at a busy till. She suggests a delivery app for drivers showing only their own deliveries, and asking customers to check details on the till screen. She learns that small habits protect customers as much as technical controls do. The centre managers agree to try both ideas, and Mr. Doyle checks whether the delivery app can limit each driver's view.
9.3 Customer questions
Customers sometimes ask what data Westfield holds about them or ask to leave the loyalty scheme. Chloe learns that staff should not answer these questions on the spot but pass them to the office manager, who follows the proper process. This avoids mistakes and checks the person asking is really the customer. She writes a short note for till staff explaining what to say and who to contact. Mr. Doyle and the office manager approve the note, and it is pinned beside each till. Staff say it helps them feel confident when customers ask.
9.4 Mistakes
Mistakes happen. If an email with customer data goes to the wrong person, staff should report it immediately, not hide it. Chloe learns that quick reporting allows Westfield to ask the recipient to delete it and decide whether anyone must be informed. Mr. Appiah stresses that blaming people for honest mistakes makes them hide future ones, which is worse for everyone. Chloe practises the reporting steps in a role-play with a classmate who has sent a customer list to the wrong supplier. She notes how much faster the problem can be contained when the sender reports it at once rather than waiting to see if anyone notices.
Worked example
Chloe identifies personal data, suggests safer delivery lists and till checks, routes customer requests to the office manager and encourages quick reporting of mistakes.
Synthetic case. Examples are synthetic; laws vary by country.
Errors and limits
Hiding a data mistake prevents the organisation limiting the harm.
Exercises
- EX033 — Personal data example. Give an example of personal data. Rubric: 3 = a customer's email address;; 2 = one;; 1 = vague;; 0 = none.
- EX034 — Driver solution. What does Chloe suggest for drivers? Rubric: 3 = an app showing only their deliveries;; 2 = partly correct;; 1 = vague;; 0 = none.
- EX035 — Request handling. Who handles customer data requests? Rubric: 3 = the office manager;; 2 = partly correct;; 1 = till;; 0 = none.
- EX036 — Mistake response. What should staff do after a misdirected email? Rubric: 3 = report it immediately;; 2 = partly correct;; 1 = hide;; 0 = none.
Continue studying — lesson 09 (chapter 09 of 18)
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