(Length: 11 pages)
This is a Client Choice document

February 24, 2005

Rebuilding Consumers' Trust In The Internet

by Jonathan Penn

with Bill Doyle, Adele Sage


Executive Summary (This is a document excerpt)

Consumers are losing trust in the Internet as a channel for doing business as computer attacks on consumers and companies mount. Companies must respond by addressing security in a way that aligns with consumer concerns, providing four types of protection: identity assurance, usage assurance, service assurance, and privacy assurance. They must also highlight security as an integrated feature of their services in order to address the emotional issues around lost confidence and trust. Thus, smart companies will aggressively pursue and promote new technologies that offer such consumer protections, similar to the way today's automobile manufacturers market safety.

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TABLE OF CONTENTS

NOTES & RESOURCES

itemThe Need For Re-establishing Trust

itemEscalating Threats From Resourceful Foes

itemConsumers' Trust Is Eroding

itemSecurity From The Consumer Perspective

itemTrust Is Built On Four Pillars Of Security

itemIdentity Assurance — Protecting Accounts

itemUsage Assurance — Ensuring Proper Use Of Personal Information

itemService Assurance — Validating Authenticity Of The Business

itemPrivacy Assurance — Controlling Access To And Use Of Personal Data

recommendations

itemAddress Consumers' Concerns From Their Perspective

itemMarketing Online Protections: Internet Security As The New Seat Belt

itemThe Top Five Technologies That Matter Most

Forrester reviewed hundreds of related client inquiries and interviewed several vendors and end user companies, including leading financial institutions and online retailers.

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itemKeeping Financial Transactions Online

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itemPhishing Concerns Impact Consumer Online Financial Behavior

December 7, 2004, Trends

itemCombating Fraud In Financial Services

April 7, 2004, Best Practices

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Analyst: Jonathan Penn
Technology: Governance, Risk, & Compliance, Infrastructure Security, IT Management, IT Strategy, Planning, & Governance, Security & Risk
Geography: Asia Pacific, Europe, North America

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