Problem varovanja osebnih podatkov pri uporabnikih tehnične pomoči : diplomsko delo univerzitetnega študija - Osredkar, Andreja (A. Osredkar, 2012)
Tehnična pomoč uporabnikom deluje pod okriljem podjetja, ki omogoča dostop do interneta. Internet ljudem omogoča lahkotnejše življenje in hitrejši dostop do informacij. Uporaba se hitro širi med vse generacije in na vsa področja življenja. Z razširjeno uporabo interneta se na tem področju pojavlja tudi razvoj kriminalitete. Pojavljajo se vedno novi načini oškodovanja uporabnika interneta. Marsikatero kaznivo dejanje ostane v sivem področju, torej je nezaznano, ker za uporabnika ne predstavlja materialne škode. Predstavlja poseg v njegovo zasebnost in zlorabo osebnih podatkov. Veliko kaznivih dejanj na tem področju je možnih predvsem zaradi uporabnikove naivnosti, njegovega neznanja in delovanje po liniji najmanjšega napora. Vedno bolj je pomembno, da se uporabnik zaščiti sam. To pa lahko stori le tako, da se nauči osnove računalništva ter možne zlorabe. Zakonska ureditev Republike Slovenije je v neki meri narejena tako, da ščiti korporacije in podjetja, v manjši meri pa tudi uporabnika, zato se mora le-ta zaščititi sam. Velik del osebnih podatkov se vsak dan izda s klicem na tehnično pomoč, kjer agent rešuje težave ljudi na področju povezovanja na internet ter dostopa do elektronske pošte. Del kolektiva tehnične pomoči smo bila dlje časa tudi mi in predstavljamo večji vir informacij potrebnih za to diplomsko delo. Priporočila, ki bi prispevala, da se kazniva dejanja na področju zlorabe osebnih podatkov strank, ki potrebujejo tehnično pomoč, ne bi količinsko zviševala, so sistemi izobraževanje uporabnikov. Sistemi bi omogočali, da bi bili uporabniki sposobni marsikatero težavo odpraviti sami brez klica na tehnično pomoč. Sistem bi preverjal uslužbence tehnične pomoči ter redni nadzor nad delovanjem le-teh, da bi lahko vedeli, kateri podatek je osebni podatek in po katerem uporabnikov ne bi smeli spraševati ter poenostavitev sistema in procedur za uporabnike, kar pomeni, da bi tudi tisti, ki nimajo računalniškega predznanja, se lahko brez težav povezali na internet. Internet service provider usually has his own department for technical support. Internet makes people's lives easier and allows faster access to information that they need. The use is spreading rapidly among all ages and all aspects of life. In parallel with the widespread use of the internet, there is also the development of criminality in this area. There are always new ways to harm internet users. Many crime remains in a gray area, undetected, because the user does not get any financial damage. Often these criminal actions represent harm to his privacy and misuse of personal information. Many of the offenses in this area are caused because of the user's naivety, ignorance, and his performance at the line of least effort. It is really important that user knows how to prevent and how to protect him. Therefore user must learn some basic computer skills and know which potential abuse can harm him. In the Republic of Slovenia, the law is to some extent designed to protect corporations and businesses. To a lesser extent protects other users and that is why it is important that each user acts to protect himself. Every day, a lot of personal information are revealed during the phone call to a technical support, where the agent/operator solves the problems of people in the area of connectivity to the Internet and access to e-mail. For a while, we were a part of the technical assistance team and our experience represents the largest source of information for this study. To prevent the rise of criminal actions in this area it is important to educate users to solve more problems on their own. System should check every new employee and technical support staff should be under supervision in order to know what information is personal information and which they would not demand from users. Also the system and procedures should be simplified for users, which mean that even those without computer knowledge would be able to connect themselves easily to the Internet.