ABSTRACT
Privacy and trust are essential to maintaining good relationships with customers, employees, and
business partners. It is also necessary to address privacy issues to comply with a growing number of
privacy regulations worldwide. Privacy encompasses how business must be conducted, the communi-
cations made with customers and consumers, and the technology that enables business processes.
Addressing privacy touches all facets of an organization, including business operations; Web sites and
services; back-end systems and databases; communications with third parties, customers, and service
providers; and legacy systems. An effective privacy governance program will not only make an
enterprise’s customers happier, but it will also mitigate its exposure to regulatory noncompliance,
lawsuits, bad publicity, and government investigations. This chapter discusses the issues to address when
building a privacy governance program.
