Shopping safely online

how to avoid traps when shopping on the web

The New York Times’ story on Tony Russo and his online sunglasses business is a reminder of how we should be careful when shopping online. Just because a website appears on the first page of Google or offers what appears to be great prices, we shouldn’t be suspending the same rules we’d use when shopping at the local mall.

So here’s some thoughts on buying those big ticket items online;

Know your prices
Before venturing online, check what your local stores are offering so you know what the prices are locally. For some items, you may find the nearest department or speciality store offers the best deal.

What is the list price
If you’re buying a brand name product like shoes, books or sunglasses, visit the manufacturers and distributors’ websites. Know the range available and what the prices are from the source. You should also note what are the current models just in case you encounter any superseded stock online.

Ask your friends
You’ll find many of your friends and relatives have been happily shopping online for a while, ask them where they are buying. They’ll be able to tell you what works for them along with some traps to avoid.

Do your search
Search for the products you are looking for using two or three search engines; say Google, Bing and Yahoo!. Don’t just choose the first result that comes up, have a look at five or six of them across several pages.

Check their stock levels
You don’t want to deal with sites that don’t have any stock as this can indicate a shoestring operation. Also keep in mind if different online retailers are reporting the same stock levels, then they are probably “drop shippers” who don’t hold the stock themselves but deliver straight from the distributor’s warehouse. Drop shippers usually don’t offer much beyond cut throat prices so be aware that after sales service is usually not their strong point.

Do some research
Once you’ve found what appear to be legitimate retailers, check out their reputation by doing a search on the business. For US based retailers you can also check out the Better Business Bureau or Consumerist.com. Make sure you go beyond the first couple of pages.

Watch out for shipping costs
One of the biggest traps for online shoppers is high shipping and insurance costs. Check these before submitting your order as sometimes you’ll find a cheap headline price is padded by extortionate courier charges, this is a common problem on eBay and other online auction sites.

Use a credit card
With a credit card you have some protection in the event of a dispute. Other forms of payment, particularly cheque and money order, give you little if any recourse should there be a problem. Paypal isn’t recommended as the service is know to tie all parties up with paperwork and inconsistent policies when there’s an argument.

Check your statements
After an online shopping binge, watch your credit card statements closely for any irregularities. Keep in mind if you are buying from overseas sites that you may get stung by unfriendly exchange rates so factor those into your costs.

Take care
The old saw, “If something sounds too good to be true, it probably is” holds true on the Internet. If someone’s offering an unbeatable bargain at an amazing price, be skeptical and take care.

Online shopping opens a world of deals to the canny customer and offers real value for money for the right products, so taking a little care to avoid the crooks is well worth the effort.

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ABC Nightlife: 2 December 2010

Windows celebrates 25 years while the web turns 20, where do we go next?

Microsoft Windows has celebrated its 25th birthday and the web turns 20 this month. Join Tony Delroy and Paul Wallbank to discuss where Windows has been and where computers are going over the next two decades.

If you missed the program, a recording is available on the Nightlife website.

Join us on your local ABC radio station or listen online at www.abc.net.au/nightlife.

If you’d like to join the conversation with your questions or comments phone 1300 800 222 within Australia or +61 2 8333 1000 from outside Australia.

You can SMS Nightlife’s talkback on 19922702 or twitter @paulwallbank using the #abcnightlife hashtag

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Where next for the consumer society?

Have we reached the limits of consumerism?

Anand Giridharadas in his NY Times article on A Yearning for the Soul in Two Nations describes how he believes some in India and China are seeking alternatives to the affluence models of the developed world. He says;

“In this view, there is too much mimicry of Western models, regardless of their fit. There is too much attention to money, and not enough on culture and values. Journalists, Mr. Ji said, don’t ask him what he thinks or how China might be changed; they concentrate on his Forbes rich-list ranking.”

But is this really a Western value, or the result of a half-Century of consumerism?

Up until the Second World War, most Western societies operated just like the “traditional” societies of Asia where extended family and the community looked after their old and sick with it being quite normal for four generations to be living in one small house.

Post World War II, the advent of the nuclear family and increased material wealth allowed us to dispatch Nana to the nursing home, where we’d expect the state to pay for her dotage. This allowed debt laden working age families to get on with working two jobs to bring up two kids in a five bedroom house on the outskirts of town where we could retreat away from the surrounding community into the soft comforts of mass entertainment.

Has that model of the consumer society reached it’s limits?

In the West, the last two decades have been focused on ever elaborate mechanisms to put consumers, government and societies into greater debt in order to sell more plasma televisions, bigger cars and empty bedrooms in oversized McMansions. In turn government borrowed more to sustain the illusion that this material wealth could be enjoyed throughout retirement.

The Global Financial Crisis was the undoing of this as the mechanism to continually fund debt and bankers profits stretched to its limits and finally broke. Today, we have the bankers being bailed out by governments which in turn have to be bailed out by supra-national organisations like the IMF or European Union.

While Anand’s right in pointing out that some Indians and Chinese are questioning the Western style rush for consumer driven growth, it would be wrong to assume that nobody in Europe, North America or Australasia questioned this as well.

In the west, these voices were drowned by the obvious attractions of having a ice cream maker and espresso machine in every kitchen but they were there nevertheless. Today they are being heard.

We in the developed nations have reached the maximum point of the consumer society – we have enough plasma TVs in our households and many of us have reached the limits of how fare we can commute in a day. We were able to sustain this for a while after we passed the point we could afford it as cheap credit became easier to obtain but even that is now exhausted.

So we’re looking at a period where consumer spending is not going to drive the world’s developed economies the way it has for the past few decades.

In some respects this will mean a nominal reduction in our standard of living as we won’t be able to buy that third car, fifth iPad or go on overseas holiday every year and it will mean some industries based on the extremes of consumer spending will shrink.

But overall it may not be a bad thing as it will force us into spending more time with our local communities and families with our incomes and debts being tempered to more sustainable levels. We’ll invest in sustainable and important matters like our health and environment rather than speculate on overleveraged assets.

This will be great challenge to businesses and industries built around servicing every increasing consumer demands and many won’t cope with the change. Are we, and our governments, prepared for this change?

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Anniversary reflections

Windows turns 25 and the web turns 20. Where do we go next?

Last weekend Microsoft Windows turned 25 and the World Wide Web turns 20 next month. It’s worthwhile reflecting on how both have changed our industries and where the future is taking us.

When Windows came along, the vast majority of computer users where not connected to networks, in fact Windows’ few networking features were horrible until the arrival of Windows for Workgroups 3.11 in late 1993.

Even then it didn’t support the Internet, requiring an additional TCP/IP “stack”, the collection of software to make a Windows computer work with the net. The most popular TCP/IP stack was Trumpet Winsock, developed by Tasmanian Peter Tattam.

Microsoft’s disdain for the Internet lasted five years until shortly after the release of Windows 95 where Bill Gates realised bundling the private Microsoft Network (MSN) along with competitors such as Compuserve and America On Line was a strategic mistake.

That realisation and the rapid change executed by Bill Gates will go down as one of the biggest strategic turnarounds in corporate history. It certainly saved Microsoft’s neck although the integration of Internet Explorer into Windows created the massive malware problem that exploded in 2002 and persists to this day.

In turn the net has changed the way we connect with our staff, suppliers and customers. Email alone probably increased the speed of business by a factor of five and now smartphones, tablet computers and mobile broadband are each doing the same.

Looking back at that situation, we can ask ourselves where these technologies are going in the future. A recent presentation by Wall Street investment analyst Mary Meeker points to some of the direction we’ll see this heading.

Her presentation is excellent reading with her predictions of when smartphones will overtake desktop computers and some scary postscripts of the fiscal corner the US has painted itself into. The points can be summarised thus;

  • Globality
  • Mobility
  • Social ecosystems
  • Advertising
  • Commerce
  • Media
  • Company leadership
  • Steve Jobs
  • The ferocious pace of tech change

The last point is the most pertinent. At the time of the launch of Windows and the web innovation was largely a top down, management driven process. Today consumers and employees drive change, leaving corporate managers to catch up.

While Mary Meeker aimed the presentation at Internet executives, the lessons in it are clear for all businesses – our industries are going to be connected, mobile, global and far more responsive to the needs and ideas of our customers, staff and suppliers.

The change and disruption we’ve seen in our supply chains, markets and recruitment is going to become even faster that it’s been in the last twenty years.

It’s worthwhile reading Mary Meekers’ report while reflecting on how Windows and the Internet have changed our workplaces. It shows we’re only at the beginning of this era of massive change.

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the new gatekeepers

Are four powerful online empires developing?

As the net matures, are we seeing a new phalanx of gatekeepers gathering to complement the old ones?

Four companies striving to control great parts of the Internet economy; Google in the search market, Facebook for social media, Amazon in e-commerce and Apple in mobility.

Of the four, Apple seems to be the furthest along this path as the iTunes store coupled with the market take up of iPad, iPhone and iPod combination are beginning to dominate the mobile device segment of the Internet.

This is illustrated by two stories in recent days; the first is News Corporation’s deal to develop a dedicated iPad “newspaper” and the other Robert Scoble’s description of how Application developers are increasingly focused on the Apple platform.

The telling part of Scoble’s story is where he speculates how the tech media could be being rendered irrelevant by Apple’s control of the iTunes store, he goes on to say;

“Do app developers need the press anymore?

They tell me yes, but not for the reason you might think.

What’s the reason? Well, they suspect that Apple’s team is watching the press for which apps get discussed and hyped up.”

Scoble’s article is interesting in how Apple’s dominance of the distribution chain allows them to bypass other media channels; why go to Facebook or Google, let alone your local newpaper to find out what the hottest new apps are?

Even more fascinating is how Apple’s control of its distribution channels ties in with its dominant hardware platform, this is the online equivalent to one company owning the paper mill, the presses, the trucks and the news stands then forcing every magazine and newspaper publisher to work them.

It’s instructive that despite the real risk that Apple could end dictating all terms to those who rely on iTunes as their publishing platform, newspaper publishers are locking themselves onto this world. This is despite the publishers spending the last two decades shoring up profitability by reducing margins to their news sellers and delivery agents.

Despite these risks, News Corporation isn’t holding back after Rupert Murdoch described the iPad as “a fantastic invention”, across the empire various outlets are promoting their iPad applications, including the New York Post, London Sun and the Sydney Daily Telegraph.

It will be very interesting to see how this alliance between an old and a new media empire will turn out.

Meanwhile the new empires are jostling each other where they meet, Google’s latest spat with Facebook over data is just one of many skirmishes and we can expect to see many more as the big four explore the boundaries of their businesses.

The real question for us is how do we see ourselves working with these empires. Will we reject them, or will we accept that doing business with Facebook, Google, Apple and Amazon is the easiest way of getting on with our online lives?

If it’s the latter then we’ll have seen the old gatekeepers of the media, retail and communications simply replaced by new, bigger toll collectors.

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The polite victory

Even when you’re right, being rude can lose an argument

I’ve discussed before how manners matter online. A bizarre exchange illustrates this and how you can lose an argument by being rude online.

The exchange started with a New York Times article on the Qantas A380 emergency in Singapore. The final paragraph in the piece claimed the airliner’s Cockpit Voice Recorder (CVR) didn’t work properly;

“Even the cockpit voice recorder did not work right, according to a report by Australian investigators. It failed to halt when the plane landed, and because it operated in a two-hour loop, the critical periods were recorded over.”

That nugget of information lead me to tweet out the following;

A few hours later, the following tweets appear;

On protesting I wasn’t posting “deliberate & malicious misinformation”, I’m then told I’m a liar;

From there conversation doesn’t go far and I end up blocking the guy so I can no longer see his twitter posts.

The funny thing is the gentleman is correct in saying the A380’s CVR worked properly, as the Australian Transport Safety Board states on their website;

“The cockpit voice recorder was transported to the ATSB’s technical facilities in Canberra, Australia for download and analysis. Over 2 hours of cockpit audio was recovered. However, due to the failure of the No 1 engine to shutdown in Singapore, and therefore continuing power supply to the recorder, the audio at the time of the engine failure well over 2 hours before the No 1 engine could be shut down, was overwritten. That said, elements of the available audio are expected to be of assistance to the investigation.”

QF32’s Cockpit Voice Recorder didn’t fail, it’s designed to turn off when the engines shut down and as the crew couldn’t turn one of the engines off the CVR kept going and ultimately overwrote the critical parts of the flight. Which isn’t the fault of the recorder at all.

I was wrong.

Now, had the gentleman suggested something along the lines of “Paul, you’re misinformed. CVR worked fine. Read the ATSB report” I’d have read the correct report, apologised and moved on. However this gentleman chose to be rude and aggressive.

Thankfully the worst that can happen online is a flurry of rude words followed by one or both of the people blocking the other, in the real world behaving like this – say by barrelling up to someone in a bar and calling them liar – probably isn’t going to work out as well.

Which shows how in the online world, just as in the real, offline community, manners do matter.

Choose your words before disagreeing with someone, just as being aggressive at the school hall isn’t going to work out well, it probably won’t online either.

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the price on our heads

Are we selling our privacy too cheaply?

Over 500 million people have signed up on Facebook, trading their privacy for the ability to connect with friends and online communities. In turn, Facebook has built that massive group of people into an asset worth an estimated $41 billion dollars. But does it rely on us selling our privacy too cheaply?

A common factor in many of our communication channels in the last fifty years has been how we, as a group, have been prepared to trade something personal in return for a cheap service.

Broadcast media’s model offers us free or – in the case of newspapers, magazines and Pay TV – subsidised news, sport and entertainment in return for shrill or intrusive commercials that usually wastes our time.

Similarly with social media tools, in return for a free and easy way to find friends and relatives, we trade our privacy for targeted online advertising which can be so precise a commercial can be designed just for one individual.

The social media advertising model is on many levels a great idea, it cuts out irrelevant messages to the consumer and for the advertiser it’s more effective than the “throw it against the wall and see what sticks” methods of the broadcast advertising world.

A weakness in social media advertising in that it relies on users being prepared to trade away their privacy. Until now, all of us have been fairly relaxed about this despite the evidence mounting that giving away all our privacy and access to our networks often has costs to our reputations and friendships.

That cost can be great,  with the worst case seeing people lose jobs, friendships or even their liberty for something that they, or one of their friends, thought was quite innocent.

Under the old trade off, we could turn off the TV or not buy a magazine if we found the advertising too distracting or offensive. With new media we can’t recover our privacy once it’s been given away.

As we begin to understand the nature of our connected society and the values of our online reputations, we’ll expect a better price for our privacy. The challenge for platforms like Facebook and other social media tools over the next few years will be to convince us that these trade offs and potential risks are worthwhile for the benefits they offer.

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