around the Internet while keeping up a chat commentary is another thing staffs need to

learn. Soon this will lead to interactions via video conferencing, and even more 

sophisticated skills will be required.

Customer concerns in the e world revolve around security and privacy. The Internet

has yet to be proven as a secure environment for transferring sensitive information

including credit card numbers and other personal information. People do not want

organisations to use their personal information for purposes other than that for which it

was given. In fact in many countries, legislation prevents personal data from being used

in this way.

Customer response management systems are still in their infancy. Being able to track

requests from initiation to closure, and keeping the customer informed of progress

requires sophisticated systems that can interact with various back office systems. 

Interfaces to library management systems will be required to enable payment of charges

and other end to end transactions. 

There are increasing expectations of seamless access to government services and 

information. People do not care which level of government or which department provides

such services. They also feel frustrated about having to provide information such as

change of address to many different government departments. Government information

portals based on the Singapore model, which arrange information and service requests

according to life events are becoming increasingly popular. These kinds of initiatives

ensure that the community truly benefits from the provision of e government services. 

Data protection, security, privacy

It is important that libraries are aware of the laws that relate to privacy and security in

their own countries.

Internet research has repeatedly shown that many consumers are reluctant to engage

in electronic transactions because of concerns about the privacy of their personal data.

Privacy policies and accurate public statements outlining such policies are a vital step

towards encouraging openness and trust in electric commerce among visitors to web 

sites. They can help visitors to make informed choices about entrusting an organisation

with personal information and doing business with it.

The OECD has developed a Privacy Statement Generator in co operation with industry,

privacy experts and consumer organisations. The generator, which has been endorsed by

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