e-Business: Consumer Perspectives

Roger Clarke

Principal, Xamax Consultancy Pty Ltd, Canberra

Visiting Fellow, Department of Computer Science, Australian National University

Overview of 9 September 2001

© Xamax Consultancy Pty Ltd, 2001

This document is at http://www.anu.edu.au/people/Roger.Clarke/EC/CPAIT01.html

The PowerPoint slide-set (516KB) is at http://www.anu.edu.au/people/Roger.Clarke/EC/CPAIT01.ppt

A supplementary PowerPoint slide-set on privacy issues (60KB) is at http://www.anu.edu.au/people/Roger.Clarke/EC/CPAITP01.ppt

Consumer Internet commerce promised a great deal, but the dot.com bubble has now well and truly burst. Among the reasons for the dismal failure of so many investments were vastly too much hype, naive presumptions about 'new business models', and problems with usability and convenience. This presentation examines what has probably been the most important factor: marketers have abjectly failed to appreciate what the information age is about, and how radically different net-consumers are.

An outline is provided of some key facts of Internet life. The trail of inappropriate marketing manoeuvres of the second half of the 1990s is described. Various forms of counter-attack against corporate abuse of consumers are then outlined. Finally, guidelines are offered on how to overcome the disastrous start to the e-commerce era, by inculcating trust, and applying consumer-friendly principles and technologies.

A substantial set of resources is provided, in the form of references to more detailed papers on many of the sub-topics addressed in the presentation.

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Created: 9 September 2001

Last Amended: 9 September 2001

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