Optimized the pop-up information of the APP opening screen, and improved the response ability of the customer service hotline

Internet experience can be more comfortable

　　All kinds of advertisement pop-ups pop up frequently, APP collects personal information beyond the scope, and no one answers the customer service hotline of the Internet platform... Have you ever had this experience when using the Internet?

The Ministry of Industry and Information Technology recently issued the "Notice on Carrying out Information and Communication Service Perception Improvement Actions", deciding to focus on information and communication services that affect user perception from November 2021 to March 2022, and vigorously improve the comprehensive services of the information and communication industry.

Face the problem and prescribe the right medicine

　　In response to the unreasonable and unclear display of mobile phone tariff packages, the "Notice on Carrying out Information and Communication Service Perception Improvement Actions" (hereinafter referred to as the "Notice") requires relevant basic telecommunications companies to further comprehensively sort out the names of the packages on sale and promptly remind users of the traffic For usage conditions, set the unit price of out-of-package traffic reasonably, so that users can "understand the package, choose more clearly, and use it more assured".

　　In order to solve the problem of "can't turn off" open-screen advertisements, the "Notice" requires all Internet companies to set obvious and effective close buttons in their APP open-screen information and pop-up information windows, so that users can "find it and close it."

The APP screen opening information window must not use the entire screen image, video, etc. as a jump link to induce the user to click or easily cause the user to click by mistake, causing inconvenience to the user.

　　In terms of improving the response capability of customer service hotlines, the "Notice" requires more specific requirements: companies engaged in Internet information services should establish customer service hotlines, and publicize customer service hotline numbers in prominent locations such as websites and APPs.

Encourage qualified enterprises to provide sufficient manual customer service seats, and provide manual direct connection hotline services to the elderly. The customer service hotline strives to achieve an average monthly response time of 30 seconds, and the response rate of manual services exceeds 85%.

　　Industry insiders pointed out that many of the requirements of this special action are to prescribe the right remedy to face the most troubled problems of users.

For example, specific measures include optimizing the display method of tariff package settings, optimizing the display method of privacy policy and permission call, and optimizing the display method of APP opening pop-up window information, which can be said to be truly focused on hot and difficult issues.

　　Li Yongjian, a researcher at the Institute of Finance and Economics of the Chinese Academy of Social Sciences, said in an interview with this newspaper that the series of measures taken by the Ministry of Industry and Information Technology in this special action are not only to protect the basic rights of users, but also to return Internet companies to the normal growth track of building hard power. Promote the healthy development of the entire industry.

Strengthen the protection of personal information

　　On November 1 this year, the "Personal Information Protection Law" was formally implemented, and all walks of life are paying more and more attention to the protection of personal information.

This special action focused on solving related problems and required relevant companies to establish a "dual checklist" for personal information protection, and display it in the APP to facilitate user inquiries.

　　It is understood that relevant companies should establish a "double checklist" for personal information protection, including the establishment of a list of collected personal information. The "Notice" requires relevant companies to concisely and clearly list the basic information of users’ personal information that APP has collected, including information types. , Purpose of use, usage scenarios, etc.

The other is to establish a list of personal information shared with third parties.

Companies are required to list the basic information of users' personal information shared with third parties, including the types of personal information shared with third parties, usage purposes, usage scenarios, and sharing methods.

Considering the scale of the company and the number of users, the first batch of 39 major Internet companies have been established for implementation.

　　Nowadays, personal information protection has become a key word in Internet governance, and it is particularly important to firmly hold key links in the APP responsibility chain.

On the one hand, as the app store serves as the "goalkeeper" for APP distribution, the mismanagement of the platform will directly lead to the illegal APP "scratching loopholes".

Therefore, the "Notice" requires app stores to provide testing services for apps on this platform to prevent illegal apps from being put on the shelves.

　　Pan Helin, executive dean of the Institute of Digital Economy, Zhongnan University of Economics and Law, believes that the implementation of the "double checklist" not only strengthens the responsibility of platform information management, increases information transparency, but also clarifies the rights and interests of users in information, which is the protection of personal information. The inevitable way to implement the law.

Multi-party efforts to improve service

　　In recent years, in strengthening the special rectification of APP infringing users' rights and interests, standardizing the order of the Internet market, and combating spam and harassing calls, relevant departments have organized a series of special actions to safeguard users' rights and rectify violations of laws and regulations, and the overall rectification has achieved remarkable results.

　　According to data from the Ministry of Industry and Information Technology, the problem of "can't turn off" screen opening messages of major Internet companies has basically been solved, and the discovery rate of "random jump" misleading users has dropped to 1%.

The Ministry of Industry and Information Technology stated that compared with the special actions organized and carried out in the previous period, this action should not only "keep the bottom line", but also "raise the line", focusing on positively promoting key enterprises in the industry to improve service capabilities and improve service levels with higher standards. , To improve the key links that affect service perception with stricter requirements, fully protect the users' right to know and choose, and further enhance the people's sense of gain.

　　"This action is of great significance to solving some persistent problems in information services. For example, the action will urge basic telecom operators to provide a more concise tariff plan." Li Yongjian believes that the special action can further optimize the Internet experience and enable information and communication The industry has played a greater role in promoting the high-quality development of the digital economy and enhancing the high-quality lives of the people.

In addition, to govern the digital economy, it is also necessary to establish a multi-party collaborative governance framework involving basic telecom operators, Internet platforms, users, third-party agencies, and governments.

At the same time, continuous supervision should be carried out by technical means, especially the active development and use of APP opening screen pop-ups, information collection and other supervision technologies to further optimize user experience and improve management efficiency.

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