The Internet is a full-fledged way of communication and an ecosystem for conducting commercial activities. Therefore, a new communication etiquette—netiquette—has emerged among users. It is unspoken—there are no regulations, except for restrictions that apply to society and beyond the net. Knowledge of the norms of behavior on the Internet is necessary for everyone. However, companies offering e-commerce development services should study the topic in more detail.
Principles of online etiquette
Netiquette is based on mutual respect of users. In the context of e-commerce, the basic rules include:
- Optimize the company’s site for operating systems of different generations. Access to the resource should be available to owners of both modern equipment and “adult” models. Do not overload the interface with multimedia objects, because of which pages can “slow down”.
- Value users’ time. A site visitor will not want to spend a long time navigating, trying to find the page or position of interest. Adhere to the rule of “three clicks”: a person gets the desired information in 3 clicks. It is important to organize a logical and convenient structure, intuitive navigation area.
- Coordinate the visual component and the character of the company. Poor design misleads users and violates their expectations.
- Provide quick access to basic information. A commercial website should have a FAQ section. It collects popular questions, in particular about payment terms, delivery, return of goods, warranty obligations.
- Respect foreign users. Multilingual interface is a standard of modern online commerce. At a minimum, English should be available. Do not use phraseologies in descriptions and headings so that there is no misunderstanding when switching languages.
- Respond promptly to customer communications, be courteous in your communications, and provide detailed information about the product or service of interest.
Transparency
Netiquette principle supported by legislative acts. Buyers receive full information about the product, its characteristics, price and delivery conditions. Hiding important data, especially about additional fees and commissions, will not only undermine trust in the company, but may also lead to legal consequences.
Brands should avoid dishonest marketing practices – false advertising or inflated product expectations. For example, if a product is portrayed as new, but in reality it is refurbished, this should be clearly stated. Transparency also applies to reviews: manipulating ratings is a clear breach of ethics.
Privacy
In e-commerce, buyers provide their personal information: Full name, delivery address, cell phone number, bank card details. Companies are obliged to provide them with reliable protection and prevent information leakage.
The collection of personal data should be justified and customers should be informed about how and for what purpose the information collected is used. It is important to offer the option of opting out of the collection of information or providing the minimum necessary to fulfill the order.
Social responsibility
The ethics of e-commerce are not limited to interaction with customers. Companies need to consider social responsibility: respecting employee rights, protecting the environment and supporting local communities. With globalization, some businesses have moved production to countries with low labor standards. Ethical businesses strive to ensure fair conditions at all levels of the supply chain: from partners to contractors.
And most importantly! Ethics in e-commerce—complying with the law, striving to establish open relationships with customers and employees of the business.
