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giffgaff mailer email issue

Started by: shabazmoqsud
On: 12/04/2018 | 04:03
Replies: 11
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by: shabazmoqsud
on: 12/04/2018 | 04:03 edited: 12/04/2018 | 04:47

Hi All

 

I noticed an issue which i just wanted to highlight

 

Checking emails from giffgaff specifically giffgaff mailer i noticed that every mail has membername and mobile number.  Is that really neccessary at least remove the mobile number that could potentially be a data protection and privacy issue especially nowadays that email addresses get hacked

 

@alex_w @t_will are displaying member mobile numbers needed in emails or can they be removed.

 

@amy_b_d as you are updating the emails can this be looked at please

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Message 1 of 12
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by: amy_b_d
handy giff-staffer

on: 16/04/2018 | 14:54
Hey everyone, the comms team are going to review your idea fully and figure out the best plan of action. One of the comments made is: "Definitely agree with the members POV, if it's not necessary I don't feel we should be including it. That said, there may be some occasions where mentioning the mobile number can be of use to members e.g. within a top-up confirmation email as some members have multiple numbers so it could be beneficial to reiterate which number has been topped up."

They're going to take a better look at this proposition, but at the moment they're not sure where the priority sits with the other projects they currently have mapped out. More to follow soon.

Thanks so much for raising this idea and continuing to be truly run by you.

rbyawards_logo_v2.pngAt giffgaff we believe that when we all work together, we can really go places. We are the mobile network run by you.
Member Engagement Specialist

Message 11 of 12
by: persco
on: 12/04/2018 | 05:04

Yes this is a potential privacy issue but there has to be more than one identifiable info in the email as people operate multiple accounts with same email address. Maybe them replacing the first or last 7 or so numbers with asterisks may suffice 

 

It’s even worse with paper bills from other networks that show full address and name albeit not subject to hacking but can still get lost in the post. 

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Message 2 of 12
by: shabazmoqsud
on: 12/04/2018 | 06:01

persco wrote:

Yes this is a potential privacy issue but there has to be more than one identifiable info in the email as people operate multiple accounts with same email address. Maybe them replacing the first or last 7 or so numbers with asterisks may suffice 

 

It’s even worse with paper bills from other networks that show full address and name albeit not subject to hacking but can still get lost in the post. 

@persco good point replacing some numbers with asterix

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Message 3 of 12
by: mcilwraith
on: 12/04/2018 | 08:13

My personal details show on some other mail as well as giffgaff.insurance docs and things like that.

The partial number could be helpful here though when it comes to security

Message 4 of 12
by: harrrrrry
on: 12/04/2018 | 08:24

I think probably the membername and the last 3 digits would be sufficient.

 

It needs to be the back end that is shown -- its unlikely that members will have two accounts with the same last 3 digits, but because giffgaff has limited number ranges to allocate its much more likely that they will have two accounts with the same first digits.

 

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Message 5 of 12
by: kate1028
on: 12/04/2018 | 14:34

Is this just an issue with those who have more than one account but use the same e mail address ?

 

I ask, because reading @shabazmoqsud's post - I decided to check mine, and none of the first batch of e mails I checked had my number on.  Just the username.   I did find one eventually - a usage statement, and checking further, they are the only e mails where the number is given, underneath the username, and they are from a different address.

 

Not a problem for me really as I don't get usage statements very often, but I think I would be concerned if the number was on every other e mail.

Message 6 of 12
by: shabazmoqsud
on: 12/04/2018 | 14:38

kate1028 wrote:

Is this just an issue with those who have more than one account but use the same e mail address ?

 

I ask, because reading @shabazmoqsud's post - I decided to check mine, and none of the first batch of e mails I checked had my number on.  Just the username.   I did find one eventually - a usage statement, and checking further, they are the only e mails where the number is given, underneath the username, and they are from a different address.

 

Not a problem for me really as I don't get usage statements very often, but I think I would be concerned if the number was on every other e mail.

@kate1028 you make a brilliant point because both myself and my wife use the same email address for our giffgaff accounts so i can keep a track of things

 

@amy_b_d is that the case?

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Message 7 of 12
by: ujo55
on: 12/04/2018 | 14:39
@kate1028
Yes same here the number only seems to appear on the usage statement.
Perhaps better if part of the number were replaced by asterisks.
Message 8 of 12
by: essie112mm
on: 12/04/2018 | 15:57 edited: 12/04/2018 | 16:18

A good spot .

 

Here's my experience, which is somewhat different from what the OP describes: I have multiple accounts which I top up,  all linked to my email address, although some are for people who live far away from me.

 

On checking my emails (and bearing in mind that for my account I have the option to receive email from giffgaff disabled so don't receive anything for essie112mm) for usage statements only the username is mentioned. The same applies to other email, for example one which I received asking for feedback about an idea on Labs for managing multiple accounts: only the username shows.

 

However, when purchasing goodybags the username and mobile number are shown in full. Now, here's the interesting bit: for a credit top-up the username and mobile number are given, but with the first 4 digits shown as xxxx. So, clearly, giffgaff does on occasion already apply this practice. 

 

giffgaff is not alone in using the full phone number. Only last night I placed an order with a very reputable company and 

the confirmation email included both my address and a mobile number (which was actually fictitious - Ofcom has a number of these). I never supply my real number to anyone unless I know that I am going to receive a text about the delivery. 

 

On a side note, it's probably not helpful to use @mentions so much as staff don't respond that often and repeated use just kills off their interest even more. Also, this topic is not Will's domain (he's "recognition and rewards") and Alex deals with the community platform and payback. Amy, I notice, has already not responded to your tag twice but perhaps you might get her notice more if you post in her thread about revamping an email for new joiners. She could then pass on the anomalies and concern to the appropriate member of the team. 

 

 

 

 

 

27/08/2017
My @mentions are turned OFF
Message 9 of 12
by: amy_b_d
handy giff-staffer

on: 13/04/2018 | 12:04
Heya, happy Friday. I raised your idea to our comms team and I'm just waiting to hear back from them. So, for now, I don't have an update to provide you with, just that I've raised this concern. Hopefully we can share something more positive with you next time. =)

rbyawards_logo_v2.pngAt giffgaff we believe that when we all work together, we can really go places. We are the mobile network run by you.
Member Engagement Specialist

Message 10 of 12