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The good, the bad and the awful – how businesses reacts to online reviews

<div class="theconversation-article-body"> <a href="https://theconversation.com/profiles/mina-tajvidi-1192090">Mina Tajvidi</a>, <a href="https://theconversation.com/institutions/queen-mary-university-of-london-1745">Queen Mary University of London</a>; <a href="https://theconversation.com/profiles/nick-hajli-1426223">Nick Hajli</a>, <a href="https://theconversation.com/institutions/loughborough-university-1336">Loughborough University</a>, and <a href="https://theconversation.com/profiles/tahir-m-nisar-1050021">Tahir M. Nisar</a>, <a href="https://theconversation.com/institutions/university-of-southampton-1093">University of Southampton</a> Every day travellers across the globe are flocking to popular destinations, eager to relax and create memories. Alongside packing and planning, many turn to online reviews to choose the perfect hotel, restaurant, or activity. These reviews, often shared enthusiastically or with a hint of frustration, play a key role in shaping our experiences. But what happens to these reviews once they are posted? Do businesses truly read them, and if so, do they make changes based on customer feedback? The short answer is yes, businesses do read reviews and often act on them. In fact, for many, it’s a crucial part of their <a href="https://www.sciencedirect.com/science/article/abs/pii/S004016252100384X">customer engagement strategy</a>. Reviews offer a treasure trove of insights, from customer satisfaction and service quality to product usability and pricing perceptions. But beyond the numbers and star ratings, reviews provide a story of the customer experience that can highlight strengths and reveal weaknesses. Businesses, particularly in competitive industries like hospitality, often have dedicated teams or <a href="https://broadly.com/blog/reputation-management-tools/">software tools</a> to monitor reviews across platforms like Tripadvisor, Google, and Yelp. These tools can aggregate reviews, analyse sentiments, and even benchmark against competitors. For example, a hotel chain may use these insights to identify common themes in guest feedback, such as complaints about check-in delays or praises for room cleanliness. By doing so, they can prioritise issues and respond effectively. However, reading reviews is just the beginning. The real value lies in how businesses respond to them, and whether they take actionable steps to address the feedback. In many cases, customer reviews have become catalysts for change. For instance, a recurring complaint about outdated decor might prompt a hotel to refurbish its rooms. Similarly, consistent praise for a friendly staff member can lead to rewards or recognition programmes, boosting employee morale and enhancing the overall guest experience. <a href="https://ieeexplore.ieee.org/document/10614398">Some businesses</a> go a step further by engaging directly with reviewers. This engagement can take various forms, from public responses thanking customers for their feedback to private messages addressing specific concerns. <a href="https://www.emerald.com/insight/content/doi/10.1108/ITP-09-2018-0415/full/html">Such interactions</a> not only show that a business values its customers, but also humanises the brand, fostering trust and loyalty. A well-handled response to a negative review can even turn a dissatisfied customer into a loyal advocate. <h2>The role of negative reviews</h2> Negative reviews, while often dreaded by businesses, are an essential component of the feedback process. They provide honest, often blunt insights into what went wrong and where improvements are needed. For instance, during the holiday season, a restaurant might receive complaints about long wait times or underwhelming festive menus. Instead of viewing these reviews as setbacks, savvy businesses see them as opportunities to refine their offerings and enhance customer satisfaction. In some cases, businesses have <a href="https://ieeexplore.ieee.org/document/10614398">used negative reviews</a> as a springboard for innovation. A restaurant receiving feedback about limited vegetarian options might introduce new menu items, attracting a broader clientele and boosting sales. Similarly, a hotel criticised for lack of amenities might invest in additional facilities, improving its appeal and competitiveness. As technology evolves, the landscape of customer reviews and business responses is also changing. The rise of artificial intelligence and machine learning that uses algorithms has made it easier for businesses to analyse vast amounts of feedback and identify trends quickly. This capability allows for more proactive responses, with businesses anticipating issues before they become widespread problems. Moreover, the increasing use of video and photo reviews adds a new dimension to customer feedback. <a href="https://www.emerald.com/insight/content/doi/10.1108/JPBM-01-2019-2194/full/html?casa_token=adZDhhc3f0IAAAAA:7jPn1_y31gfB4BjJjLdl8QnnFixO3XCEOKbtemd0N2vhh_UCEHa1vjisRj3X3K1iw7UIRL1yylJGN6CCqPbW1Bs4CoSto1x0M1ntb_RtD7z-ZXHzj7Q">Visual reviews</a> can provide a more vivid portrayal of experiences, from showcasing a beautifully plated dish to highlighting a less-than-sparkling pool. Businesses are adapting to this trend by incorporating user-generated content into their marketing strategies, showcasing real-life customer experiences to attract new clients. However, the rise of fake reviews is a growing concern. In 2023, the popular travel website Tripadvisor <a href="https://www.tripadvisor.com/TransparencyReport2023#group-section-Fake-Reviews-HZjJZOxSZ4">saw an overwhelming influx</a> of user-generated content, with over 30 million reviews, however, amid this vast pool of feedback, 1.3 million reviews were flagged as fraudulent and subsequently removed. In the end, customer reviews are not just fleeting opinions left in the digital atmosphere. They are valuable conversations between businesses and their customers. For businesses, reviews offer an opportunity to understand their clients’ needs, address concerns, and celebrate successes. That is why businesses like <a href="https://www.aboutamazon.com/news/policy-news-views/how-ai-spots-fake-reviews-amazon">Amazon are using AI</a> to manage the reviews. By reading, responding, and, most importantly, acting on reviews, businesses can foster a loyal customer base and continually improve their offerings. So, the next time you leave a review, remember that someone is listening, and your words may just be the catalyst for positive change.<img style="border: none !important; box-shadow: none !important; margin: 0 !important; max-height: 1px !important; max-width: 1px !important; min-height: 1px !important; min-width: 1px !important; opacity: 0 !important; outline: none !important; padding: 0 !important;" src="https://counter.theconversation.com/content/236194/count.gif?distributor=republish-lightbox-basic" alt="The Conversation" width="1" height="1" /> <a href="https://theconversation.com/profiles/mina-tajvidi-1192090">Mina Tajvidi</a>, Lecturer in Digital Marketing, <a href="https://theconversation.com/institutions/queen-mary-university-of-london-1745">Queen Mary University of London</a>; <a href="https://theconversation.com/profiles/nick-hajli-1426223">Nick Hajli</a>, AI Strategist and Professor of Digital Strategy, <a href="https://theconversation.com/institutions/loughborough-university-1336">Loughborough University</a>, and <a href="https://theconversation.com/profiles/tahir-m-nisar-1050021">Tahir M. Nisar</a>, Professor of Strategy and Economic Organisation, <a href="https://theconversation.com/institutions/university-of-southampton-1093">University of Southampton</a> Image credits: Shutterstock This article is republished from <a href="https://theconversation.com">The Conversation</a> under a Creative Commons license. Read the <a href="https://theconversation.com/the-good-the-bad-and-the-awful-how-business-reacts-to-online-reviews-236194">original article</a>. </div>

Travel Trouble

Readers response: How do you feel about online shopping compared to traditional in-store shopping?

When it comes to shopping for things we want and need, many people have a preference over whether they shop in a physical store or online. We asked our readers which they prefer when shopping for food, clothes or anything else their hearts desire, and the response was overwhelming. Here's what they said. Ellen Polsen - Why would one buy online? I like to feel and see the things I purchase, particularly garments, as fabrics today are mostly rubbish. Jennie Craven - I do a little of each. But usually use stores that I know or brands where the sizing is correct for me. I always use a payment system that I understand. Gail Ladds - I love online shopping! I often forget that I’ve bought something then get a nice surprise when it arrives lol. Debra Coats - Online is okay when you cant go to the store. I did online shopping for about 8 months after open heart surgery but when i was given the all clear to shop and drive, I was in my element as its a moment of getting out of the house and seeing others around me. Karen Peardon - I have done some online shopping (mainly craft supplies) only because I have been very ill for months but I love in-store shopping more. Retail therapy!! Christine Whyte - Have not and will not ever do it, very old school and too wary of the dangers out there, besides I like getting out and choosing for myself. Helga Bonello - I like to see feel and touch products before I buy. Online scammers are a worry, besides we need a reason to go out and be sociable. Olimpia Palumbo - My family does on line shopping and usually end up with the worst fruit and sometimes the wrong items. Image credits: Shutterstock

Money & Banking

Romance fraud doesn’t only happen online – it can turn into real-world deception

<div class="theconversation-article-body"><a href="https://theconversation.com/profiles/cassandra-cross-122865">Cassandra Cross</a>, <a href="https://theconversation.com/institutions/queensland-university-of-technology-847">Queensland University of Technology</a> We often think of fraudsters as people on the opposite side of the world. They will manipulate and exploit victims through words on a computer screen, or loving messages through the phone. But romance fraud can also happen in person, with the fraudster sleeping in the bed beside you. This was the circumstance Australian writer Stephanie Wood found herself in. It’s also the basis for the new <a href="https://www.paramountanz.com.au/news/fake-breaks-subscription-and-streaming-records-on-paramount/">television series Fake</a>, currently screening on Paramount+. A dramatisation of Wood’s powerful memoir by the same name, the series outlines the many lies and betrayals of an intimate relationship. It’s a brutal insight into the world of deception which characterises romance fraud. <h2>When love hurts</h2> Romance fraud (or romance scams) is what it sounds like – offenders use the guise of a relationship to gain a financial reward. In most cases, it’s through the direct transfer of money from the victim, but it can also be through using personal credentials to commit identity crimes. From the outside, it’s hard to understand how romance fraud is so effective. However, <a href="https://eprints.qut.edu.au/233966/">research has documented</a> the range of grooming techniques, social engineering tactics and methods of psychological abuse deployed by offenders. Offenders know exactly what to do and say to gain the compliance of their victim. <hr /> <hr /> Offenders target a person’s vulnerability and work hard to build strong levels of trust. There are endless calls, texts and emails that create a bond. Then follows the inevitable “crisis”, whereby the offender needs money urgently for a health emergency, criminal justice situation, business need or even a <a href="https://www.accc.gov.au/media-release/romance-baiting-scams-on-the-rise">cryptocurrency investment</a> opportunity. For many, this can result in ongoing payments and substantial losses. Over <a href="https://www.accc.gov.au/about-us/publications/serial-publications/targeting-scams-reports-on-scams-activity/targeting-scams-report-of-the-accc-on-scams-activity-2023">A$200 million</a> was reported lost by Australians to this fraud type in 2023, but this is likely a gross underestimation of actual figures. It also doesn’t capture the many <a href="https://www.aic.gov.au/sites/default/files/2020-05/29-1314-FinalReport.pdf">non-financial harms</a>, including physical and emotional declines in wellbeing. When the relationship finally ends, it’s too late. The money is gone, the extent of the deception is laid bare, and recovery from the heartache and loss is a constant battle. There is a well-documented “<a href="https://journals.sagepub.com/doi/full/10.1177/1748895815603773">double hit</a>” of victimisation, with individuals needing to grieve the relationship as well as any financial losses. <h2>Seeing is not believing</h2> There are countless incidents of romance fraud where the offender and victim never meet: the deception takes place entirely online. But it’s important to know fraudsters also operate in person. Wood’s memoir details an extraordinary level of lies and dishonesty presented to her throughout her relationship. Stories that laid the groundwork for later fabrications. Stories that were deliberate and calculated in how they were used to gain her trust, and later used against her. The motivations of these real-world deceivers are not always straightforward. Often it’s about money, but not always. For Wood, not being asked for money allayed potential suspicions, but it didn’t reduce her feelings of loss and emotional devastation upon discovering the extent of the lies. <figure><iframe src="https://www.youtube.com/embed/K_1Akqhjy6M?wmode=transparent&start=0" width="440" height="260" frameborder="0" allowfullscreen="allowfullscreen"></iframe></figure> Wood is by no means alone in her experience. Marketing executive Tracy Hall endured a similarly sophisticated and all-encompassing level of deceit in her relationship with <a href="https://www.theguardian.com/australia-news/2019/jun/20/conman-hamish-mclaren-jailed-for-up-to-16-years-after-swindling-76m-from-victims">convicted conman Hamish McLaren</a> (known to her as Max Tavita). In her book, <a href="https://tracyhall.com.au/the-last-victim">The Last Victim</a>, Hall recounts snippets of their daily lives over a 16-month period, with McLaren portraying himself as a successful professional in finance. His mail was addressed to Max Tavita and his phone conversations were with real people. Yet his whole identity and the world he represented to Hall was a complete fabrication. The experiences of Wood and Hall highlight the sheer depth of elaborate deception that can be perpetrated in an intimate relationship. Critically, it highlights romance fraud isn’t relegated to an online environment. <h2>How can we prevent romance fraud?</h2> There is an overwhelming amount of <a href="https://eprints.qut.edu.au/83702/">shame and stigma</a> associated with romance fraud. The dynamics of these deceptive relationships are misunderstood, and this perpetuates negative stereotypes and a discourse of victim blaming, even from friends and family. In hindsight, the warning signs might seem obvious, but fraudsters tend to effectively disguise these in real time and deploy deliberate tactics to overcome any suspicion. We must all create a culture that empowers victims to come forward to raise awareness. This isn’t intended to create fear or anxiety, but to normalise the threat fraud poses, and to allow for difficult conversations if it happens. Ongoing silence from victims only favours the offender. <h2>How to protect yourself from romance fraud</h2> It’s inevitable we’ll continue to swipe right in our efforts to find love. But keep a healthy level of scepticism and an open dialogue with family and friends in any quest for a new relationship. Don’t be afraid to conduct your own searches of people, places and situations presented to you in a relationship. There is a memorable moment in Fake where the protagonist refutes her friend’s offer of assistance, saying “this is a love story not an investigation”. Sadly, sometimes an investigation is necessary. No matter what the circumstance or the person, think carefully before sending any money. Only give what you are willing to lose. Deception comes in many forms. We must recognise it for what it is, and the impact it has on victims. But we must also not give into those who lie, and let them define who we are or dictate our ability to trust. If you or someone you know has been a victim of romance fraud, you can report it to <a href="https://www.cyber.gov.au/report-and-recover/report">ReportCyber</a>. For support, contact <a href="https://www.idcare.org/">iDcare</a>. For prevention advice, consult <a href="https://www.scamwatch.gov.au/">Scamwatch</a>.<img style="border: none !important; box-shadow: none !important; margin: 0 !important; max-height: 1px !important; max-width: 1px !important; min-height: 1px !important; min-width: 1px !important; opacity: 0 !important; outline: none !important; padding: 0 !important;" src="https://counter.theconversation.com/content/237653/count.gif?distributor=republish-lightbox-basic" alt="The Conversation" width="1" height="1" /> <a href="https://theconversation.com/profiles/cassandra-cross-122865">Cassandra Cross</a>, Associate Dean (Learning & Teaching) Faculty of Creative Industries, Education and Social Justice, <a href="https://theconversation.com/institutions/queensland-university-of-technology-847">Queensland University of Technology</a> Image credits: Shutterstock This article is republished from <a href="https://theconversation.com">The Conversation</a> under a Creative Commons license. Read the <a href="https://theconversation.com/romance-fraud-doesnt-only-happen-online-it-can-turn-into-real-world-deception-237653">original article</a>. </div>

Legal

Hero security guard tears up while speaking about girl he saved

Laila Johnson, 11, and her mother Samantha, 34, from Candelo near Bega in regional NSW, were sightseeing in London when the young girl was stabbed in a <a href="https://www.oversixty.com.au/health/caring/11-year-old-australian-girl-identified-as-london-stabbing-victim" target="_blank" rel="noopener">random attack</a> in Leicester Square. Abdullah, a security who was working nearby during the random attack, had jumped into action and saved her life by holding down the alleged attacker, Ioan Pintaru, until police arrived. On Thursday, Laila and her mum talked about the terrifying incident on Sunrise, and spoke about the incredible bond they had formed with the hero security guard. When shown the clip of Laila and her mum on Sunrise the day after, Abdullah was moved to tears by the heartfelt interview. “I will try to be in contact with them all my life,” Abdullah said, wiping away tears from his eyes. “She is just like my little sister now.” Abdullah was hailed as a hero for his bravery, and recognised at the Pakistan High Commission in London as part of their Independence Day celebrations on the 14th of August. Samantha had told Sunrise that Abdullah “is an absolutely gorgeous human”. “He’s just been checking in on Laila and myself and, yeah, we’ve just been keeping in contact,” she said. “He’s quickly taken Laila in as a little sister, and I think that he will continue to check in on her for a very long time." Pintaru — a Romanian citizen with no fixed address — was not asked to enter any pleas and was remanded in custody before his next hearing on September 10. He was charged with attempted murder and possession of a bladed article in a public place. Images: Seven

Caring

Readers response: What are your thoughts on online dating or dating apps for seniors?

When it comes to dating, there are many ways people find their perfect person, and for many that happens online. We asked our readers what their thoughts are on an online dating app for seniors, and the responses were overwhelming. Here's what they said. Kristeen Bon - I tried it for a bit, but found the men to be so unrealistic in their expectations. What they say they want and what they REALLY want are poles apart. Helen Smith - It works great but men really need to look in a mirror now and then. Sue Rowley - Personally, I’m happy on my own, but if you’re looking for a partner where else is there to meet someone? Pub, supermarket, dog walking? Not many options really, especially when you’re older. Jenny Gordon - Would not consider it. Would prefer to stay single than see how friends and relatives have been affected by using them. Ali Veldman - Risky at any age, in my opinion. Diane Derby - I’d never entertain one. I like being by myself, plus two much catfishing and ghosting to be able to find a decent type. Margaret Godfrey - Tried it. A dismal failure in a small population. What is the point of men interstate responding when you live a plane flight away? John Coffey - Met my late partner online, and had a great 10 years. It can be a minefield though. Image credits: Shutterstock

Relationships

London stabbing victim's incredible bond with hero security guard

The identity of the NSW schoolgirl who was stabbed in<a href="https://www.oversixty.com.au/health/caring/11-year-old-australian-girl-identified-as-london-stabbing-victim" target="_blank" rel="noopener"> a random attack</a> in London’s Leicester Square has been revealed. Laila Johnson, 11, and her mum Samantha, 34, from Candelo NSW, were on holiday when the horrific incident occurred on August 12. Abdullah, a security who was working nearby during the random attack, immediately jumped into action and saved her life by holding down the alleged attacker, Ioan Pintaru, until police arrived. “I saw outside there was a guy who was stabbing a girl, so as I saw him stabbing the girl, I started to run towards the guy,” he said shortly after the attack. “I jumped on the guy and grabbed his hand in which he was carrying a knife. I tackled him down on the floor and kicked the knife away from him. “There was only one thought — to save the kid and save her mum, nothing else.” Laila was taken to hospital where she had plastic surgery for serious but non-life-threatening injuries to her face, shoulder, wrist, and neck and was out of hospital the day after the incident. On Thursday, Laila and her mum talked about the terrifying incident on Sunrise and paid tribute to Abdullah. “He is an absolutely gorgeous human,” mother Sam, said. “He’s just been checking in on Laila and myself and, yeah, we’ve just been keeping in contact. “He’s quickly taken Laila in as a little sister, and I think that he will continue to check in on her for a very long time.” Sam recalled the moment Abdullah saved her daughter's life. “He didn’t hesitate. He’s exactly who you want around in a time like that,” she said. She also praised daughter Laila for her optimism, and the day after the incident, the pair were escorted to Wembley Stadium, with the two police officers who came to her aid last week, where she sat in a VIP box to watch her favourite superstar, Taylor Swift. “She was still very sore, but she was getting up and dancing,” Laila’s mum told The Daily Telegraph. “She has always been the most optimistic and determined child in the world. Yeah, I was a bit worried that that might stop her from Taylor Swift, but I shouldn’t have worried,” Sam said on Sunrise. Laila is now back at school and will be he lead in the school's performance of Alice in Wonderland. Pintaru — a Romanian citizen of no fixed address — fronted Westminster Magistrates Court last week charged with attempted murder and possession of a bladed article in a public place. He was asked not to enter any pleas and was remanded in custody before his next hearing on September 10. Images: Seven

Caring

6 extra items to pack when travelling by yourself

Travelling alone can be a life changing experience, but it also requires a few extra precautions. Pack these six things to keep yourself safe. 1. Doorstop A simple wedge of wood or plastic can give you priceless peace of mind in a hotel room. Even if you lock the door, people might be able to break the lock or use a cloned key. A doorstop quickly and easily wedges it shut so you can sleep easy. If you want to go one step further, you can get special doorstop alarms that will emit a loud siren if anyone tries to force the door. 2. Extra lock There are endless uses for an extra padlock or bike lock-style cable. You can double up on your hotel door, secure your train carriage or ship cabin, double lock your suitcase or chain it to something sturdy. Compact, sturdy locks are relatively cheap and easy to carry with you, and will deter most thieves or intruders looking for an easy mark. 3. First aid kit If you don’t have a travel buddy to send down to the chemist, a simple first aid kit can be a lifesaver. Keep it stocked with band aids, basic bandages, pain killers, antibiotics, antihistamines and gastro meds, along with anything else you think will be useful. If you are really unwell, you’ll obviously need to see a doctor, but having the first line of defence within easy reach is always smart. 4. Whistle or personal alarm If you will be walking through unfamiliar cities at night (or even in the day), a whistle or personal alarm can give you a feeling of security. If anyone unsavoury approaches you, a loud noise will startle them and generally scare them off. It also draws the attention of other people and makes them aware of your predicament. 5. Small torch Never underestimate the power of a little light to make you feel safe. It’s great for finding your way through dark streets, looking for your keys in your bag or seeing the lock on your hotel door. You can get small lights that attach to a keychain or wallet and give out a surprisingly bright light. People are less likely to approach you if they feel they will be seen. 6. Fake wedding ring This one is for the ladies – in some countries an unmarried woman is seen as an easy target. Buying a cheap, fake wedding ring can give you a simple cover. Men may be less likely to approach you and, if they do, you can simply say your husband is in the next shop or waiting for you back at the hotel. Image credits: Shutterstock

Travel Tips

Cafe targeted online for charging customer a "heating fee"

A cafe in Melbourne has copped a wave of backlash online after allegedly charging a customer to heat up his muffin for breakfast. The disgruntled diner took to Facebook to complain about the extra fee on his $7 muffin at the cafe and claimed the first he knew of it was when he saw it on his receipt. His post went viral with hundreds of people slamming café etiquette and urging him to go to the ACCC. "A f***ing dollar to heat my muffin? It's cr*p like this that just makes you shake your head and question where it is all going," the customer wrote in his original post. The cafe has since hit back at the post, and the angry customer who wrote it, saying the extra charge had been an error despite Heat Standard $1.00 being written on the receipt. They also said the customer could have simply solved the issue in person rather than blasting them online. "We do not nor have we ever charged for any heating of our wonderful baked treats," the café spokesperson told <a href="https://www.dailymail.co.uk/femail/real-life/article-13465591/Melbourne-cafe-targeted-angry-mob-charging-1-heating-fee-muffin-Aussies-reveal-hidden-charges-theyve-hit-amid-cost-living-crisis.html" target="_blank" rel="noopener">Daily Mail Australia</a>. "Unfortunately this has become a mountain of an issue that could have easily been resolved without a lynch mob caused by negligence at the hands of an influential keyboard warrior who ironically sells the idea of spiritual life practices and being grounded yet flipped out over a muffin." The original post racked up more than 870 comments before it was deleted, and more than 1,000 reactions. Some of those who saw it went on to slam the cafe by sending them threatening messages, commenting on posts on Instagram and calling their business phone to hurl abuse. "It's a sad world when a local cafe that aims for nothing more then customer satisfaction and community values to be upheld gets threatening messages from rogue vigilantes about wanting to see us go out of business over a muffin being prepared and served to quality standards," the cafe owners said. The cafe responded to the growing backlash online by announcing their muffins would be free on Tuesday. Image credits: Facebook / Shutterstock

Travel Trouble

"What has to happen?" Kyle Sandilands' controversial take after knife attacks

Kyle Sandilands has shared his controversial opinion on arming security guards in the wake of two violent stabbing attacks in Sydney. On Saturday, six people were killed at the hands of Joel Cauchi who went on a stabbing rampage through Bondi Junction Westfield, while on Monday night, a teenage boy stabbed a bishop and a priest during a church service in western Sydney. One of Joel Cauchi's victims was Faraz Tahir, a security guard at the shopping centre, while another guard was injured during the rampage. In the days after the eastern suburbs tragedy, Kyle, who has a <a href="https://oversixty.com.au/health/caring/kyle-sandilands-family-member-among-first-victims-stabbed-in-bondi" target="_blank" rel="noopener">connection</a> to one of the people injured during Cauchi's attack, launched into a tirade live on-air, calling for security guards to be given firearms. "I saw the [NSW] premier [Chris Minns] last night on TV saying firearms for security guards are not on the agenda. And I was like, 'Well, what has to happen before a security guard can actually secure the place for us?'" Sandilands raged. "Every shopping centre and every school should have armed security guards, trained specialists, not just some guy getting a little firearms licence. I mean, proper trained." Most retail security staff in NSW are unarmed, with batons classified as prohibited weapons that require special licensing and training. "There's people that work at Westfield, for example, women that work in shops that have told their husbands, 'I ain't never going back to Westfield. I'm never going back to work again'," Sandilands continued, adding that those retail workers are "traumatised forever" following Saturday's stabbings. Sandilands' opinions have been echoed by fellow controversial broadcaster Ray Hadley, who on Monday demanded on his 2GB Sydney radio show that security guards be armed across the state. "For years I've been arguing that all security guards in the state in hospitals and shopping centres should be better equipped," he said. "And these poor security guards, unarmed, unable to do what they should do - protecting the people that they are there to protect." Image credits: KIISFM

Legal

Attempts to access Kate Middleton’s medical records are no surprise. Such breaches are all too common

<a href="https://theconversation.com/profiles/bruce-baer-arnold-1408">Bruce Baer Arnold</a>, <a href="https://theconversation.com/institutions/university-of-canberra-865">University of Canberra</a> The <a href="https://www.abc.net.au/news/2024-03-20/claim-hospital-staff-tried-to-access-kate-middleton-health-info/103608066">alleged</a> data breach involving Catherine, Princess of Wales tells us something about health privacy. If hospital staff can apparently access a future queen’s medical records without authorisation, it can happen to you. Indeed it may have already happened to you, given many breaches of health data go under the radar. Here’s why breaches of health data keep on happening. <h2>What did we learn this week?</h2> Details of the alleged data breaches, by <a href="https://www.mirror.co.uk/news/royals/breaking-kate-middleton-three-london-32401247">up to three staff</a> at The London Clinic, emerged in the UK media this week. These breaches are alleged to have occurred after the princess had abdominal surgery at the private hospital earlier this year. The UK Information Commissioner’s Office <a href="https://ico.org.uk/about-the-ico/media-centre/news-and-blogs/2024/03/ico-statement-in-response-to-reports-of-data-breach-at-the-london-clinic/">is investigating</a>. Its report should provide some clarity about what medical data was improperly accessed, in what form and by whom. But it is unlikely to identify whether this data was given to a third party, such as a media organisation. <h2>Health data isn’t always as secure as we’d hope</h2> Medical records are inherently sensitive, providing insights about individuals and often about biological relatives. In an ideal world, only the “right people” would have access to these records. These are people who “need to know” that information and are aware of the responsibility of accessing it. Best practice digital health systems typically try to restrict overall access to databases through hack-resistant firewalls. They also try to limit access to specific types of data through grades of access. This means a hospital accountant, nurse or cleaner does not get to see everything. Such systems also incorporate blocks or alarms where there is potential abuse, such as unauthorised copying. But in practice each health records ecosystem – in GP and specialist suites, pathology labs, research labs, hospitals – is less robust, often with fewer safeguards and weaker supervision. <h2>This has happened before</h2> Large health-care providers and insurers, including major hospitals or chains of hospitals, have a <a href="https://www.theguardian.com/australia-news/2023/dec/22/st-vincents-health-australia-hack-cyberattack-data-stolen-hospital-aged-care-what-to-do">worrying</a> <a href="https://www.afr.com/technology/medical-information-leaked-in-nsw-health-hack-20210608-p57z7k">history</a> of <a href="https://www.innovationaus.com/oaic-takes-pathology-company-to-court-over-data-breach/">digital breaches</a>. Those breaches include hackers accessing the records of millions of people. The <a href="https://www.theguardian.com/world/2022/nov/11/medical-data-hacked-from-10m-australians-begins-to-appear-on-dark-web">Medibank</a> data breach involved more than ten million people. The <a href="https://www.hipaajournal.com/healthcare-data-breach-statistics/">Anthem</a> data breach in the United States involved more than 78 million people. Hospitals and clinics have also had breaches specific to a particular individual. Many of those breaches involved unauthorised sighting (and often copying) of hardcopy or digital files, for example by nurses, clinicians and administrative staff. For instance, this has happened to public figures such as <a href="https://www.latimes.com/archives/la-xpm-2008-mar-15-me-britney15-story.html">singer</a> <a href="https://journals.lww.com/healthcaremanagerjournal/abstract/2009/01000/health_information_privacy__why_trust_matters.11.aspx">Britney Spears</a>, actor <a href="https://www.nytimes.com/2007/10/10/nyregion/10clooney.html">George Clooney</a> and former United Kingdom prime minister <a href="https://www.theguardian.com/uk-news/2024/mar/20/when-fame-and-medical-privacy-clash-kate-and-other-crises-of-confidentiality">Gordon Brown</a>. Indeed, the Princess of Wales has had her medical privacy breached before, in 2012, while in hospital pregnant with her first child. This was no high-tech hacking of health data. Hoax callers from an Australian radio station <a href="https://theconversation.com/did-2day-fm-break-the-law-and-does-it-matter-11250">tricked</a> hospital staff into divulging details over the phone of the then Duchess of Cambridge’s health care. <h2>Tip of the iceberg</h2> Some unauthorised access to medical information goes undetected or is indeed undetectable unless there is an employment dispute or media involvement. Some is identified by colleagues. Records about your health might have been improperly sighted by someone in the health system. But you are rarely in a position to evaluate the data management of a clinic, hospital, health department or pathology lab. So we have to trust people do the right thing. <h2>How could we improve things?</h2> Health professions have long emphasised the need to protect these records. For instance, medical ethics bodies <a href="https://www.bmj.com/content/350/bmj.h2255">condemn</a> medical students who <a href="https://www.abc.net.au/news/2014-04-14/picture-sharing-app-for-doctors-raises-privacy-concerns/5389226">share</a> intimate or otherwise inappropriate images of patients. Different countries have various approaches to protecting who has access to medical records and under what circumstances. In Australia, for instance, we have a mix of complex and inconsistent laws that vary across jurisdictions, some covering privacy in general, others specific to health data. There isn’t one comprehensive law and set of standards <a href="https://theconversation.com/governments-privacy-review-has-some-strong-recommendations-now-we-really-need-action-200079">vigorously administered</a> by one well-resourced watchdog. In Australia, it’s mandatory to report <a href="https://www.oaic.gov.au/privacy/notifiable-data-breaches">data breaches</a>, including breaches of health data. This reporting system is currently <a href="https://theconversation.com/governments-privacy-review-has-some-strong-recommendations-now-we-really-need-action-200079">being updated</a>. But this won’t necessarily prevent data breaches. Instead, we need to incentivise Australian organisations to improve how they handle sensitive health data. The best policy <a href="https://onlinelibrary.wiley.com/doi/full/10.1111/1475-4932.12693">nudges</a> involve increasing penalties for breaches. This is so organisations act as responsible custodians rather than negligent owners of health data. We also need to step-up enforcement of data breaches and make it easier for victims to sue for breaches of privacy – princesses and tradies alike.<img style="border: none !important; box-shadow: none !important; margin: 0 !important; max-height: 1px !important; max-width: 1px !important; min-height: 1px !important; min-width: 1px !important; opacity: 0 !important; outline: none !important; padding: 0 !important;" src="https://counter.theconversation.com/content/226303/count.gif?distributor=republish-lightbox-basic" alt="The Conversation" width="1" height="1" /> <a href="https://theconversation.com/profiles/bruce-baer-arnold-1408">Bruce Baer Arnold</a>, Associate Professor, School of Law, <a href="https://theconversation.com/institutions/university-of-canberra-865">University of Canberra</a> This article is republished from <a href="https://theconversation.com">The Conversation</a> under a Creative Commons license. Read the <a href="https://theconversation.com/attempts-to-access-kate-middletons-medical-records-are-no-surprise-such-breaches-are-all-too-common-226303">original article</a>. Images: Getty

Legal

Investigation launched over "major security breach" at Princess Kate's hospital

New reports have claimed that there was an alleged security breach at the hospital where the Princess of Wales was treated, and an internal investigation is currently underway. According to the Daily Mirror's Royal Editor Russell Myers, bosses at The London Clinic have launched a probe into the claims that Kate Middleton's confidentiality was breached by staff. "The reason [for the alleged investigation] is that there is allegations that a member of staff accessed her private medical records," Myers, said on Today this morning. He also described it as "a major security breach," citing an unidentified insider who claims that Kensington Palace was contacted by the hospital bosses immediately after the alleged incident and "assured the Palace there would be a full investigation." "Kensington Palace and indeed the Princess of Wales have been extremely guarded about the nature of the surgery," he added. "Sources have told me that it's something she may wish to discuss in the future but it is a private medical matter now in the UK." Myers also claimed that he had spoken with London's Metropolitan Police, but said that they "haven't confirmed they are involved" at this stage. Just yesterday, Myers commented on the footage of Princess Kate <a href="https://www.oversixty.com.au/health/caring/princess-kate-filmed-in-public-for-the-first-time-since-christmas" target="_blank" rel="noopener">out in public </a>for the first time since Christmas, calling it "the video that everybody had been clambering for." "The main thing is, Kate looks very happy and fully healthy," Myers said on the Today show. Kensington Palace and The London Clinic have not provided a comment on the matter at this stage. The Princess of Wales is expected to return to her royal duties after easter. Images: Getty

Legal

"Too good to be true": Bank teller saves couple from losing $40k

A Tasmanian couple have been saved from losing $40k into an online investment scam after a bank teller noticed the red flags. The couple visited the NAB branch in Rosny, Hobart after their account was blocked during an attempt to transfer the money to an ‘online investment firm’ in Perth. The payment was the first of two instalments that they were set to pay the "firm" but NAB Customer Advisor Erin Bugg saved them from a massive loss. Bugg became suspicious of the firm after they promised a 12 per cent return on their term deposit and a guaranteed pay out if the firm went bust. “If there was a scam red flags bingo card, ‘online investment opportunity’ would be top of the list,” the NAB Customer Advisor said. “Immediately, alarm bells went off for me. It sounded like an investment scam and I was concerned this couple could lose their life savings.” The couple, however, insisted that they weren't being scammed so Bugg decided to look into the matter further and found a website and article about the firm. When she looked into the rates they offered she realised it “was literally too good to be true." “No one likes to be told they’re being lied to, especially when they feel like they’ve done all the right things. They had done their own research, and even spoken to the company on the phone,” she said. She added that "alarm bells" started ringing when the wife explained that a man from the firm kept calling her to thank her for the investment and encourage her to open an account. The couple then rang the "firm" in front of Bugg to try and convince her it was real. “I declined to speak to the ‘firm’, but I could hear them telling the customers, ‘Oh, NAB always flags us as a scam’,’” she recalled. NAB’s fraud team then informed them that the firm had a bank account at another bank, and to call the bank to confirm whether it was legit. After calling the other bank, they found that the account was not connected to the investment firm and suggested them to not transfer anything. “It was such a relief to hear from the customer that they’d avoided being scammed,” Bugg said. This comes after Scamwatch received over 7,000 reports of investment scams collectively costing Aussies over $275 million in the last year. Image: NAB

Money & Banking

“Imagine being offended by gingerbread": Woolies shopper slammed online

A Woolies customer has come under fire after pointing out a "woke" change in the iconic Christmas cookie. The shopper took to Reddit to slam the Woolworths Bakery for renaming the festive packs of cookies to Gingerbread People, rather than Gingerbread Men. “Woolworths has renamed their biscuits Gingerbread ‘people’,” they wrote in the forum, with a picture of the new label. “Apparently Gingerbread ‘man’ isn’t woke enough.” Instead of people agreeing, many thought he was a weir-dough (pun intended), and said that it was “no big deal”. “I’m trying really hard but too busy caring about my electricity bill doubling in the last year to have energy left over for gingerbread people,” one wrote. “Imagine being offended by gingerbread," another commented. “Seriously? Like if you wanted some gingerbread, you wouldn’t buy them because they’re called people?" a third wrote. “Once again confirming that anyone that actually uses the word ‘woke’ is a pathetic little manbaby," a fourth slammed. Others agreed that it was strange to see people get annoyed about a name change. “And you got so offended you came to Reddit to post about it. Who is the d***head here them or you?” “God I love watching the snowflakes melt over this," responded another. There were only a few people who agreed with the shopper, and said that the supermarket giant had gone too far. “At some point soon I’m just not going to care about offending people. If you can’t handle a biscuit with man in the name, simply grab a box of tissues and retreat to your safe space,” wrote one user. “Jesus Christ. It’s a f***ing biscuit vaguely shaped like a human. Do we need to make a biscuit gender neutral so we don’t offend people?” added another. Images: Getty/ Reddit

Food & Wine

Traveller's $3,000 mistake at airport security

A grandmother from New Zealand has copped a whopping $3,000 fine after failing to declare an airport sandwich to border control officers. June Armstrong, 77, was travelling from her native Christchurch to Brisbane to housesit for a friend, and treated herself to a muffin and a sandwich ahead of her 4am flight. Ms Armstrong ate her muffin before boarding the plane, and stashed the sandwich in her carry-on luggage to eat later on the flight. However, the grandmother fell asleep on the plane and the sandwich was left uneaten. When she woke up from her nap, she filled out the declaration form to enter Australia, as she had prescription medication, but completely forgot about the sandwich. When she arrived at the security gates at Brisbane Airport and her bags were checked, she was met with an unfortunate welcome to Australia as she was slapped with the fine. “I was just sobbing and said “$NZ3300 for a little sandwich?” Ms Armstrong told the <a href="https://www.nzherald.co.nz/nz/canterbury-grandmother-fined-3300-for-chicken-sandwich-by-australian-border-officials/3KJUEZBB2JHVLHBNSXFY3XPKLE/" target="_blank" rel="noopener">NZ Herald.</a> She said asked the official who found the sandwich if they could throw it away for her, but after they walked away and came back, they allegedly just said, “Twelve points, $3300”. Ms Armstrong first thought they were joking, but when she realised they were serious, she broke down in tears as staffers "strongly advised" her to appeal the fine within 28 days. She went through with the appeal to avoid forking out the four-figure sum, but to no avail and eventually ended up coughing up the hefty fine. “My husband kept saying, 'Just pay it'. I said, 'It’s our pension, we can’t afford this’,” Ms Armstrong said, adding that they had about $30,000 in savings as well as their pensions. Ms Armstrong sent an email asking why she was fined, considering it was her first infringement, and why the cost was so high, especially considering the sandwich was untouched and sealed. She also outlined the impact the fine was having on her mental health, but she allegedly never received a response. Six months on from sandwich-gate, she has accepted she won’t be getting her money back and has since spoken out to warn fellow passengers not to make the same mistake. “Everybody I show the fine to is dumbfounded, they just can’t believe it,” Ms Armstrong told the NZ Herald. Australia’s Department of Agriculture, Fisheries and Forestry said Ms Armstrong needed an import permit to bring the chicken sandwich into the county, adding it could have been a much higher penalty, as fines can be as much as $6260. “Meat has strict import conditions which can change quickly based on disease outbreaks,” a departmental spokesperson told <a href="https://www.news.com.au/travel/travel-updates/warnings/grandmother-who-forgot-to-declare-chicken-sandwich-cops-3000-fine-at-brisbane-airport/news-story/2bc94ac2e7e4f59cd16e5798fc7f9f7b" target="_blank" rel="noopener">news.com.au</a>. “Uncanned meats, including vacuum-sealed items, are not allowed into Australia unless accompanied by an import permit." Image credits: Getty Images

Travel Trouble

Hilarious reason dad couldn't be fooled by online scam

One savvy dad has outwitted a scammer who posed as his daughter, after the scammer made one hilarious error. Ian Whitworth, a dad from Sydney, took to his LinkedIn page to share the message a scammer texted him in a classic phishing scam that targets parents. He shared the photo of what he thought was the "funniest phishing text any parent has ever received". The text read, "Hey dad, dropped my phone in the sink while doing the dishes. Its unresponsive this is my new number for now just text me here x." Despite the terrible grammar and punctuation that would immediately alert anyone to the possibility of a scam, it was something else that caught the dad's attention. Instead, Whitworth said it was the fact his daughter would never do the chore mentioned by the scammers. Still, he thought it was worth sharing a photo of the text in a bid to warn others, which he uploaded along with the comment, "Cybersecurity update. I just got this." "Perhaps the funniest phishing txt any parent has ever received. 'Doing the dishes', yeah, for sure." In a reply to one of the people who commented on his post, Whitworth joked that his daughter "at age four emerged from my parents' kitchen with a shocked look on her face. 'What's pop doing?'. He was washing up in the sink." Another commenter wrote, "Haha! There is NO WAY this is from my son or daughter, that's for sure." Another commenter said the giveaway that it wasn't from his own child was that they didn't immediately ask for money, to which Whitworth replied, "Ha, yeah, the phishers are like the seven step ladder of confidence before the money issue gets raised. Actual kids: MONEY NOW." According to the federal government's Scamwatch website run by the Australian Competition and Consumer Commission (ACCC), the "Friends/Family Hi Mum" impersonation scam was common. "Scammers send messages pretending to be a family member or a friend desperate for money," it said. "They say they have a new phone and they need you to pay money to help them out of a crisis." Scamwatch warns: "Don't assume a person you are dealing with is who they say they are" and offers the following advice. "If someone you know sends a message to say they have a new phone number, try to call them on the existing number you have for them, or message them on the new number with a question only they would know the answer to," it said. "That way you will know if they are who they say they are." Image credits: Getty Images / LinkedIn

Legal

The ‘yes’ Voice campaign is far outspending ‘no’ in online advertising, but is the message getting through?

<a href="https://theconversation.com/profiles/andrea-carson-924">Andrea Carson</a>, <a href="https://theconversation.com/institutions/la-trobe-university-842">La Trobe University</a>; <a href="https://theconversation.com/profiles/max-gromping-1466451">Max Grömping</a>, <a href="https://theconversation.com/institutions/griffith-university-828">Griffith University</a>; <a href="https://theconversation.com/profiles/rebecca-strating-129115">Rebecca Strating</a>, <a href="https://theconversation.com/institutions/la-trobe-university-842">La Trobe University</a>, and <a href="https://theconversation.com/profiles/simon-jackman-310245">Simon Jackman</a>, <a href="https://theconversation.com/institutions/university-of-sydney-841">University of Sydney</a> With early voting set to open next week for the Indigenous Voice to Parliament referendum, this is a critical time for campaigners to win over voters. If the <a href="https://press-files.anu.edu.au/downloads/press/n11054/pdf/ch01.pdf">2022 federal election</a> is anything to go by, Australians have developed a taste for early voting, with fewer than half of all voters actually going to a polling station on election day. If the same voting patterns apply to the referendum, this means more than half of Australians, particularly <a href="https://www.cambridge.org/core/journals/government-and-opposition/article/correlates-of-early-voting/49D19E94A1D26F9AFE1B72DCB56AFF3F">older voters</a>, may have cast a vote before voting day on October 14. <h2>What’s happening in the polls?</h2> Public polls indicate support for the “yes” campaign continues to decline, despite, as we’ve shown below, huge spending on advertising and extensive media coverage of its message. According to <a href="https://simonjackman.github.io/poll_averaging_voice_2023/poll_averaging.html">Professor Simon Jackman’s</a> averaging of the polls, “no” currently leads “yes” by 58% to 42% nationally. If this lead holds, the result would be <a href="https://www.aec.gov.au/elections/referendums/1999_referendum_reports_statistics/1999.htm">even more lopsided</a> than the 1999 republic referendum defeat, where the <a href="https://www.aec.gov.au/elections/referendums/1999_referendum_reports_statistics/summary_republic.htm">nationwide vote </a> was 55% “no” to 45% “yes”. The rate of decline in support for “yes” continues to be about 0.75 of a percentage point a week. If this trend continues, the “yes” vote would sit at 39.6% on October 14, 5.5 percentage points below the “yes” vote in the republic referendum. If “yes” were to prevail on October 14, it would take a colossal reversal in public sentiment, or it would indicate there’s been a stupendously large, collective polling error. Or perhaps both. <hr /> <iframe style="width: 100%;" src="https://simonjackman.github.io/poll_averaging_voice_2023/level_plot_standalone.html" width="100%" height="688"> </iframe> <hr /> <h2>What’s happening in the news and social media?</h2> Using Meltwater data, we have seen a massive spike in Voice media coverage since Prime Minister Anthony Albanese announced the referendum date at the end of August. In the most recent week we analysed, from September 14-21, we saw a huge jump of mentions of the Voice to Parliament (2.86 million) in print media, radio, TV and social media. This compares to about a quarter million mentions in the first week of the “yes” and “no” campaigns, which we documented in our <a href="https://theconversation.com/the-no-campaign-is-dominating-the-messaging-on-the-voice-referendum-on-tiktok-heres-why-212465">last report</a> of this series monitoring both campaigns. Voice coverage now constitutes 6.7% of all Australian media reporting, up from 4.2% in week one. To put that in perspective, mentions of Hugh Jackman’s marriage split from Deborra-Lee Furness comprised 1.5% of total weekly coverage, while mentions of the AFL and NRL amounted to 4.1% and 1.7%, respectively. Media coverage of the Voice peaked on September 17 with 38,000 mentions, thanks to widespread coverage of the “yes” rallies that day around the country. This was followed closely by 35,000 Voice mentions the next day, led by Opposition Leader Peter Dutton’s <a href="https://www.skynews.com.au/australia-news/voice-to-parliament/voice-will-see-lawyers-in-sydney-and-melbourne-get-richer-dutton/video/40349a54a9f0c2f48baec7ba7263a000">claim</a> on Sky News that a Voice to parliament would see lawyers in Sydney and Melbourne “get richer” through billions of dollars worth of treaty negotiations. Our analysis of X (formerly Twitter) data provides further insight to these trends, showing the nationwide “yes” rallies on September 17 received the most public engagement about the Voice during the week we analysed. <hr /> <figure class="align-center "><img src="https://images.theconversation.com/files/549754/original/file-20230922-21-tp54x2.png?ixlib=rb-1.1.0&q=45&auto=format&w=754&fit=clip" sizes="(min-width: 1466px) 754px, (max-width: 599px) 100vw, (min-width: 600px) 600px, 237px" srcset="https://images.theconversation.com/files/549754/original/file-20230922-21-tp54x2.png?ixlib=rb-1.1.0&q=45&auto=format&w=600&h=269&fit=crop&dpr=1 600w, https://images.theconversation.com/files/549754/original/file-20230922-21-tp54x2.png?ixlib=rb-1.1.0&q=30&auto=format&w=600&h=269&fit=crop&dpr=2 1200w, https://images.theconversation.com/files/549754/original/file-20230922-21-tp54x2.png?ixlib=rb-1.1.0&q=15&auto=format&w=600&h=269&fit=crop&dpr=3 1800w, https://images.theconversation.com/files/549754/original/file-20230922-21-tp54x2.png?ixlib=rb-1.1.0&q=45&auto=format&w=754&h=338&fit=crop&dpr=1 754w, https://images.theconversation.com/files/549754/original/file-20230922-21-tp54x2.png?ixlib=rb-1.1.0&q=30&auto=format&w=754&h=338&fit=crop&dpr=2 1508w, https://images.theconversation.com/files/549754/original/file-20230922-21-tp54x2.png?ixlib=rb-1.1.0&q=15&auto=format&w=754&h=338&fit=crop&dpr=3 2262w" alt="" /><figcaption>X (Twitter) data accessed via Meltwater. Author provided</figcaption></figure> <hr /> <h2>Who is advertising online?</h2> This week, we specifically turned our attention to the online advertising spending of the campaigns. We also examined the types of disinformation campaigns appearing on social media, some of which are aimed at the Australian Electoral Commission, similar to the anti-democratic disinformation campaigns that have roiled the US. The main online advertising spend is on Meta’s Facebook and Instagram platforms. We have real-time visibility of this spending thanks to the ad libraries of Meta and Google. The Yes23 campaign has far outspent any other Voice campaigner on these platforms. In the last three months, its advertising expenditure exceeds $1.1 million, compared to just under $100,000 for Fair Australia, the leading “no” campaign organisation. <hr /> <figure class="align-center "><img src="https://images.theconversation.com/files/549942/original/file-20230925-23-7tl134.jpg?ixlib=rb-1.1.0&q=45&auto=format&w=754&fit=clip" sizes="(min-width: 1466px) 754px, (max-width: 599px) 100vw, (min-width: 600px) 600px, 237px" srcset="https://images.theconversation.com/files/549942/original/file-20230925-23-7tl134.jpg?ixlib=rb-1.1.0&q=45&auto=format&w=600&h=241&fit=crop&dpr=1 600w, https://images.theconversation.com/files/549942/original/file-20230925-23-7tl134.jpg?ixlib=rb-1.1.0&q=30&auto=format&w=600&h=241&fit=crop&dpr=2 1200w, https://images.theconversation.com/files/549942/original/file-20230925-23-7tl134.jpg?ixlib=rb-1.1.0&q=15&auto=format&w=600&h=241&fit=crop&dpr=3 1800w, https://images.theconversation.com/files/549942/original/file-20230925-23-7tl134.jpg?ixlib=rb-1.1.0&q=45&auto=format&w=754&h=303&fit=crop&dpr=1 754w, https://images.theconversation.com/files/549942/original/file-20230925-23-7tl134.jpg?ixlib=rb-1.1.0&q=30&auto=format&w=754&h=303&fit=crop&dpr=2 1508w, https://images.theconversation.com/files/549942/original/file-20230925-23-7tl134.jpg?ixlib=rb-1.1.0&q=15&auto=format&w=754&h=303&fit=crop&dpr=3 2262w" alt="" /><figcaption>Top five Voice campaign spenders on Facebook and Instagram since June 2023. Meta ad library</figcaption></figure> <hr /> Yes23 has also released a far greater number of new ads in September (in excess of 3,200) on both platforms, compared to Fair Australia’s 52 new ads. The top five spenders from both sides are listed below. As early voting nears, this graph shows Yes23 ad spending outpaced Fair Australia on both Google and Meta platforms in week three, as well. <hr /> <figure class="align-center "><img src="https://images.theconversation.com/files/549762/original/file-20230922-23-1bi7ov.png?ixlib=rb-1.1.0&q=45&auto=format&w=754&fit=clip" sizes="(min-width: 1466px) 754px, (max-width: 599px) 100vw, (min-width: 600px) 600px, 237px" srcset="https://images.theconversation.com/files/549762/original/file-20230922-23-1bi7ov.png?ixlib=rb-1.1.0&q=45&auto=format&w=600&h=484&fit=crop&dpr=1 600w, https://images.theconversation.com/files/549762/original/file-20230922-23-1bi7ov.png?ixlib=rb-1.1.0&q=30&auto=format&w=600&h=484&fit=crop&dpr=2 1200w, https://images.theconversation.com/files/549762/original/file-20230922-23-1bi7ov.png?ixlib=rb-1.1.0&q=15&auto=format&w=600&h=484&fit=crop&dpr=3 1800w, https://images.theconversation.com/files/549762/original/file-20230922-23-1bi7ov.png?ixlib=rb-1.1.0&q=45&auto=format&w=754&h=608&fit=crop&dpr=1 754w, https://images.theconversation.com/files/549762/original/file-20230922-23-1bi7ov.png?ixlib=rb-1.1.0&q=30&auto=format&w=754&h=608&fit=crop&dpr=2 1508w, https://images.theconversation.com/files/549762/original/file-20230922-23-1bi7ov.png?ixlib=rb-1.1.0&q=15&auto=format&w=754&h=608&fit=crop&dpr=3 2262w" alt="" /><figcaption>Campaign ad spending on digital platforms from Sept. 14-21. Authors provided.</figcaption></figure> <hr /> The advertising spending data shows how drastically different the strategies of the two main campaigns are. Yes23’s approach is an ad blitz, blanketing the nation with hundreds of ads and experimenting with scores of different messages. In contrast, the “no” side has released far fewer ads with no experimentation. The central message is about “division”, mostly delivered by the lead “no” campaigner, Senator Jacinta Nampijinpa Price. All but eight of the ads released by the “no” side in September feature a personal message by Price arguing that the referendum is “divisive” and “the Voice threatens Aussie unity.” To win, “yes” requires a majority of voters nationwide, as well as a majority of voters in a majority of states. The “no” side is strategically targeting its ads to the two states it believes are most likely in play – South Australia and Tasmania. It only needs to win one of these states to ensure the “yes” side fails. <hr /> <figure class="align-center "><img src="https://images.theconversation.com/files/549949/original/file-20230925-20-zgr4wg.jpg?ixlib=rb-1.1.0&q=45&auto=format&w=754&fit=clip" sizes="(min-width: 1466px) 754px, (max-width: 599px) 100vw, (min-width: 600px) 600px, 237px" srcset="https://images.theconversation.com/files/549949/original/file-20230925-20-zgr4wg.jpg?ixlib=rb-1.1.0&q=45&auto=format&w=600&h=797&fit=crop&dpr=1 600w, https://images.theconversation.com/files/549949/original/file-20230925-20-zgr4wg.jpg?ixlib=rb-1.1.0&q=30&auto=format&w=600&h=797&fit=crop&dpr=2 1200w, https://images.theconversation.com/files/549949/original/file-20230925-20-zgr4wg.jpg?ixlib=rb-1.1.0&q=15&auto=format&w=600&h=797&fit=crop&dpr=3 1800w, https://images.theconversation.com/files/549949/original/file-20230925-20-zgr4wg.jpg?ixlib=rb-1.1.0&q=45&auto=format&w=754&h=1001&fit=crop&dpr=1 754w, https://images.theconversation.com/files/549949/original/file-20230925-20-zgr4wg.jpg?ixlib=rb-1.1.0&q=30&auto=format&w=754&h=1001&fit=crop&dpr=2 1508w, https://images.theconversation.com/files/549949/original/file-20230925-20-zgr4wg.jpg?ixlib=rb-1.1.0&q=15&auto=format&w=754&h=1001&fit=crop&dpr=3 2262w" alt="" /><figcaption>Campaign ad spend on Meta platforms across the states since mid-August. (Dark blue = greater the ad spend). Author provided</figcaption></figure> <hr /> <h2>Referendum disinformation</h2> The Meltwater data also reveal a surge in misinformation and disinformation targeting of the AEC with American-style attacks on the voting process. Studies show disinformation surrounding the referendum has been <a href="https://osf.io/qu2fb/">prevalent</a> on X since at least March. To mitigate the harms, the AEC has established a <a href="https://www.aec.gov.au/media/disinformation-register-ref.htm">disinformation register</a> to inform citizens about the referendum process and call out falsehoods. We’ve identified three types of disinformation campaigns in the campaign so far. The first includes attempts to redefine the issue agenda. Examples range from the false <a href="https://www.abc.net.au/news/2023-08-02/fact-check-indigenous-australians-support-for-the-voice/102673042">claims</a> that First Nations people do not overwhelmingly support the Voice to <a href="https://stephenreason.substack.com/p/the-voice-to-parliament-the-united">conspiracy myths</a> about the Voice being a globalist land grab. These falsehoods aim to influence vote choice. This disinformation type is not covered in the AEC’s register, as the organisation has no provisions to enforce truth in political advertising. The register does cover a second type of disinformation. This includes spurious claims about the voting process, such as that the referendum is voluntary. This false claim aims to depress voter turnout in yet another attempt to influence the outcome. Finally, a distinct set of messages targets the AEC directly. The aim is to undermine trust in the integrity of the vote. A most prominent example was Dutton’s <a href="https://www.afr.com/politics/federal/voice-voting-rules-confusion-stinks-dutton-20230824-p5dz41">suggestion</a> the voting process was “rigged” due to the established rule of counting a tick on the ballot as a vote for “yes”, while a cross will not be accepted as a formal vote for “no”. Sky News host Andrew Bolt <a href="https://www.facebook.com/watch/?v=1256952825005993">echoed</a> this claim in his podcast, which was repeated on social media, reaching 29,800 viewers in one post. Attention to the tick/cross issue spiked on August 25 when the AEC <a href="https://www.theguardian.com/australia-news/2023/aug/25/indigenous-voice-to-parliament-referendum-aec-poll-unfairness-claims-rejected">refuted</a> the claim (as can be seen in the chart below). Daily Telegraph columnist and climate change denialist Maurice Newman then linked the issue to potential <a href="https://www.dailytelegraph.com.au/news/opinion/maurice-newman-aec-rules-on-voting-could-create-confusion-uncertainty/news-story/c76bc3e1e031c2f349710dd1e9f3b51e?btr=15aad1c65d873d8f896d09618a96e228">voter fraud</a>, mimicking US-style attacks on the integrity of voting systems. <hr /> <figure class="align-center "><img src="https://images.theconversation.com/files/549852/original/file-20230924-23-ob3ltn.png?ixlib=rb-1.1.0&q=45&auto=format&w=754&fit=clip" sizes="(min-width: 1466px) 754px, (max-width: 599px) 100vw, (min-width: 600px) 600px, 237px" srcset="https://images.theconversation.com/files/549852/original/file-20230924-23-ob3ltn.png?ixlib=rb-1.1.0&q=45&auto=format&w=600&h=267&fit=crop&dpr=1 600w, https://images.theconversation.com/files/549852/original/file-20230924-23-ob3ltn.png?ixlib=rb-1.1.0&q=30&auto=format&w=600&h=267&fit=crop&dpr=2 1200w, https://images.theconversation.com/files/549852/original/file-20230924-23-ob3ltn.png?ixlib=rb-1.1.0&q=15&auto=format&w=600&h=267&fit=crop&dpr=3 1800w, https://images.theconversation.com/files/549852/original/file-20230924-23-ob3ltn.png?ixlib=rb-1.1.0&q=45&auto=format&w=754&h=336&fit=crop&dpr=1 754w, https://images.theconversation.com/files/549852/original/file-20230924-23-ob3ltn.png?ixlib=rb-1.1.0&q=30&auto=format&w=754&h=336&fit=crop&dpr=2 1508w, https://images.theconversation.com/files/549852/original/file-20230924-23-ob3ltn.png?ixlib=rb-1.1.0&q=15&auto=format&w=754&h=336&fit=crop&dpr=3 2262w" alt="" /><figcaption>Disinformation attacking AEC or referendum over past month. Authors provided</figcaption></figure> <hr /> The volume of mentions of obvious disinformation on media and social media may not be high compared to other mentions of the Voice. However, studies show disinformation disproportionately grabs people’s attention due to the <a href="https://www.nature.com/articles/s41599-019-0224-y">cognitive attraction</a> of pervasive negativity, the focus on threats or arousal of disgust. All three types of disinformation campaigns attacking this referendum should concern us deeply because they <a href="https://journals.sagepub.com/doi/10.1177/00104140231193008">threaten trust</a> in our political institutions, which undermines our vibrant democracy.<img style="border: none !important; box-shadow: none !important; margin: 0 !important; max-height: 1px !important; max-width: 1px !important; min-height: 1px !important; min-width: 1px !important; opacity: 0 !important; outline: none !important; padding: 0 !important;" src="https://counter.theconversation.com/content/213749/count.gif?distributor=republish-lightbox-basic" alt="The Conversation" width="1" height="1" /> <a href="https://theconversation.com/profiles/andrea-carson-924">Andrea Carson</a>, Professor of Political Communication, Department of Politics, Media and Philosophy, <a href="https://theconversation.com/institutions/la-trobe-university-842">La Trobe University</a>; <a href="https://theconversation.com/profiles/max-gromping-1466451">Max Grömping</a>, Senior Lecturer, <a href="https://theconversation.com/institutions/griffith-university-828">Griffith University</a>; <a href="https://theconversation.com/profiles/rebecca-strating-129115">Rebecca Strating</a>, Director, La Trobe Asia and Associate Professor, La Trobe University, <a href="https://theconversation.com/institutions/la-trobe-university-842">La Trobe University</a>, and <a href="https://theconversation.com/profiles/simon-jackman-310245">Simon Jackman</a>, Professor, <a href="https://theconversation.com/institutions/university-of-sydney-841">University of Sydney</a> Image credits: Getty Images This article is republished from <a href="https://theconversation.com">The Conversation</a> under a Creative Commons license. Read the <a href="https://theconversation.com/the-yes-voice-campaign-is-far-outspending-no-in-online-advertising-but-is-the-message-getting-through-213749">original article</a>.

Money & Banking

Misinformation and the Voice: how can you spot and defuse false claims?

On 14 October, Australians will vote in their first referendum in 24 years. <div class="copy"> The question – whether to establish an Aboriginal and Torres Strait Islander Voice to Parliament – has been hotly debated for much of this year already, and campaigning will ramp up for both the Yes and No votes in coming weeks. <a href="https://cosmosmagazine.com/technology/what-if-instead-of-blaming-readers-of-misinformation-we-showed-them-how-to-tell-the-difference-between-facts-and-falsehoods/" target="_blank" rel="noreferrer noopener" data-type="link" data-id="https://cosmosmagazine.com/technology/what-if-instead-of-blaming-readers-of-misinformation-we-showed-them-how-to-tell-the-difference-between-facts-and-falsehoods/">Misinformation</a> and <a href="https://cosmosmagazine.com/health/covid/inoculating-against-disinformation/" target="_blank" rel="noreferrer noopener" data-type="link" data-id="https://cosmosmagazine.com/health/covid/inoculating-against-disinformation/">disinformation</a> about the referendum have also been circulating, both on- and offline. What should we be keeping an eye out for, and what are the best methods of dealing with misinformation? Cosmos investigates. “There’s a whole field unto itself on how you classify misinformation,” says Dr Natasha van Antwerpen, a lecturer in psychology at the University of Adelaide. It can vary “from the very blatant, absolute lie, through to something that, even if all the facts are correct, the actual impression that you get is not true”, she says. It’s particularly difficult to see if you’re dealing with statements about the future – such as, ‘a Yes or No vote will cause this thing to happen’. “With prediction, it can be really challenging, because you don’t really have a ground truth to work with,” says van Antwerpen. “Things that you can always look out for tend to be: if it’s a really extreme statement, if there’s no degree of uncertainty in the prediction, and sometimes if it’s very obviously feeding into a politicised narrative, that can be a bit of a red flag.” Acknowledging uncertainty is often a better sign that the information is true, says van Antwerpen, as is checking someone’s citations. “What are the bases that they’re making those predictions on? Have they actually got solid research evidence behind the predictions that they’re making, as opposed to speculation?” While the actions both campaigns want people to take in this referendum are very simple – either vote yes, or no – they rest on a very complicated cultural context. “There’s a lot of things that are feeding into people’s decision making that don’t just come from the campaign, they have extraordinary long legacies in Australia,” says Dr Clare Southerton, a lecturer in digital technology and pedagogy at La Trobe University. “When you’re trying to inform people, they’re always going to be interpreting it through their own lens. And that’s how misinformation is able to circulate so rapidly: people respond to it in emotional ways, because they’re coming to it from their own personal histories.” What’s the best way to deal with misinformation if you do come across it? “I wish there was a simple answer,” says Southerton. “Unfortunately, research shows that at this point there is really no most successful strategy.” That said, there are things that work in different circumstances. Southerton says that on social media, reporting the misinformation is a reliable strategy. “When misinformation is mass-reported, it does get taken down – unfortunately, not usually before many, many eyeballs have seen it.” What about your friend or relative who’s dead-set on a stance you know is factually incorrect? Southerton says that while, once again, there’s no method with strong evidence proving it to be the best, connecting with the person “on an emotional level” often helps change their beliefs. “If you can think about where they might be coming from, and connect with them on that level, that’s going to be the most successful. Because we know that people share misinformation because the position that the misinformation has taken makes them feel good,” says Southerton. Southerton warns against “debunking” by simply telling someone that they’re wrong. “Correcting someone, or fact checking, feels good to us, but often shames the person who’s shared the misinformation and can radicalise them further.” This doesn’t mean you need to legitimise their viewpoint. “Try and think about ways that you can humanise your position to them,” says Southerton. “Ultimately, this is a very emotional time for Aboriginal people in Australia, to have these kinds of debates happening about them in a way that can open up conversation for extreme racism to happen in the public sphere. “So it’s really important that we don’t legitimise that racism. But at the same time, […] what is actually successful, as a way to combat misinformation, is about connecting with people who are sharing it, and seeing what ways we can best reach them.” For people who deal with a lot of misinformation professionally, van Antwerpen says it’s important to choose which myths to debunk – you won’t be able to fight every single false statement. Once chosen, she recommends <a href="https://www.climatechangecommunication.org/debunking-handbook-2020/" target="_blank" rel="noopener">The Debunking Handbook</a> by Stephan Lewandowsky for evidence-based advice on challenging myths. In general, “you want to start with the facts in a very clear way, so you want it to be as concise as possible,” she says. “We used to say ‘never repeat the misinformation’, but that’s changed a bit now. Generally, it’s best to warn that you’re going to say misinformation, and then just say it once.” Then, van Antwerpen says it’s very important to explain why the misinformation is wrong. “Our brains like to have some sort of explanation. If we don’t have something to fill the gap that’s left when we correct the misinformation, it will just go back to the misinformation.” Being conscious of political narratives, without feeding them and getting more polarised, is important too. “When we present these really polarised arguments, people often tend to either polarise or they’ll get apathetic and drop out,” says van Antwerpen. “So if you’re looking at informing people, it’s finding how can you communicate it in a way that’s not encouraging that split.” Image credits: Getty Images <a href="https://cosmosmagazine.com/people/behaviour/misinformation-voice-referendum/">This article</a> was originally published on <a href="https://cosmosmagazine.com">Cosmos Magazine</a> and was written by <a href="https://cosmosmagazine.com/contributor/ellen-phiddian/">Ellen Phiddian</a>. </div>

Legal

Police reveal details of the online profile of Australia's worst ever paedophile

The former Queensland childcare worker who has been charged with sexually abusing dozens of children boasted in an online profile about his love of “meaningful experiences” with kids. The 45-year-old Gold Coast man was <a href="https://oversixty.com.au/finance/legal/unfathomable-former-childcare-worker-facing-1-623-child-abuse-charges" target="_blank" rel="noopener">charged</a> last week with 1623 child abuse offences, including 136 charges of raping pre-pubescent girls, with the alleged offences relate to 87 children in Australia and four overseas, and includes 110 counts of sexual intercourse with a child under 10. While the man cannot be named until his case is committed to trial, many parents of the victims have discovered an online profile for his previous employer in which the man boasted about his childcare experience. In it, the man talked about his professional skills and discussed how he helped children “develop their identities”, saying he was a “firm believer in play-based learning as well as inquiry”. “I love engaging children in meaningful experiences that inspire their play and learning,” the post read. “I am particularly fascinated by how children use creative languages such as drawing, building, painting and music to express themselves and develop their identity.” He said “young children are natural inquirers” who “explore the world through their senses, seeking answers and building theories”, adding that “as an early childhood teacher I hope to share this journey, learning side by side with children and inspiring them”. Australian Federal Police Assistant Commissioner Justine Gough said the investigation into the man’s crimes and a larger paedophile ring is still ongoing. “Those charges carry life imprisonment. Once this man faces the AFP charges here in Queensland, we will be seeking his extradition,” she said. “This is one of the most horrific child abuse cases that I‘ve seen in nearly 40 years of policing.” “We are absolutely committed to prosecuting anyone who comes after our most vulnerable.” If the man is convicted of all his alleged crimes, he will be named the worst paedophile in Australian history. Image credits: ABC

Legal

10 helpful etiquette rules for posting a loved one’s death on social media

There’s no right way to deal with death on social media The first thing to bear in mind when sharing or hearing of a loss on social media is that everyone is different. “When it comes to grief, there’s no one way to deal with it, and no correct prescription, so each person’s way needs to be respected,” says Dr Fran Walfish, a family and relationship psychotherapist. “When people are experiencing a loss, it’s very important to step aside, not tell them what to do, and take your cues from them.” Let the closest loved ones post first While anyone affected by a death can feel a strong impulse to share the news on social media, such announcements should be left to the deceased person’s closest family members, who should have the prerogative to decide when, what, and how they want to post. “Sharing is really for the closest loved ones’ benefit, so leave it up to that core group to post the initial news of the passing,” says Stef Woods, who teaches classes on social media. “Note what information has been included or excluded from that post, then follow suit and show support.” A recent study found that the content of those posts can vary depending on the social media platform used. In a 2016 paper, two University of Washington students who had analysed the feeds of deceased Twitter users found, “People use the site to acknowledge death in a blend of public and private behaviour that differs from how it is addressed on other social media sites,” according to a press release. Streamline logistics Because social media has the power to reach such a large network simultaneously, it can be a helpful tool for a family dealing with preparations for a service or memorial. “When the loss is fresh and there are lots of plans to coordinate, it can save people time and emotional energy rather than re-sharing the same information in call after call,” says Woods. If you’re on the phone with someone, she explains, you could get stuck in a conversation that’s not just about you relaying information, it’s also about the other person processing it, and you may not have the time or mental patience for such an exchange. “It can be easier to post the information on Facebook, and then go focus on logistics. It can help give the closest loved ones their own time,” she adds. Get your facts straight While it seems like it should go without saying, when posting about a death on social media, it’s especially crucial to make sure your information is accurate. “I have a niece who was in the ICU for many months with pneumonia teetering between life and death, and all of a sudden on Facebook, I saw a close friend of my brother express condolences, but my niece was still alive!” says Walfish. She rushed to do damage control by contacting the friend – who was a kind, well-meaning person – to prevent her brother from ever seeing such an upsetting post. Fortunately her niece ultimately recovered. “We were lucky in my case, but you can’t always erase what goes out there.” Be careful with details People hearing of a death on social media may want to get more information, understandably, but your curiosity is less important than the family’s need for privacy. “If the core group doesn’t indicate the details of how someone passed in the post, there’s some reason they included or excluded that information,” says Woods. If you happen to know details that weren’t publicly shared by the relatives, it isn’t your place to put that information out there. “Let the core group take the lead,” adds Woods, who points out that ultimately, “finding out the Why and How doesn’t change the fact that someone is gone.” In addition, whether you’re the closest family or the most distant friend of the deceased, be aware that whatever information you post could be viewed by children. “So, if God forbid there was a suicide or any kind of questionable circumstances to the death, be very cautious about how and what you say if you don’t want a teenager or younger child to see it,” says Walfish. Respond in the medium in which you received the news Remember that in the first hours and days after someone passes, the loved ones of the deceased are dealing not only with a storm of emotion but also a long list of logistics. While social media can help that core group to share information more easily, such a public announcement can leave them open to getting bombarded with hundreds of calls and texts. “If you’ve been notified on social media rather than receiving a call, that means for whatever reason that the closest family members didn’t want to or didn’t have time to talk to everyone,” says Woods. “So when acknowledging the news, stick to the medium through which you received the information.” If someone posts on Facebook, she says, reply briefly online, but don’t rush to call or text; instead, give the family space to deal with what they need to deal with. “Wait and reach out later,” Woods advises. “The loss will still be felt long after the services have passed.” An exception may be if you can offer to help in any way – by taking care of children, for example, or hosting out-of-town relatives who may come in for the funeral. Decide whether to keep the departed’s online profiles There’s a good chance that the person who passed has an online profile, and it’s up to their loved ones to decide what to do with it. “Sometimes a person’s profile page is deleted, sometimes the page is kept up, sometimes a separate memorial site is created,” says Woods. “It’s all up to what’s best for those who are grieving the most – there’s no right or wrong way to handle it.” If a deceased person’s Facebook page, for example, continues to be active with respectful photos and posts, it can become a space where everyone can process the loss and remember together. “It can be healthy to express that those who are gone are not forgotten,” says Woods. For some, however, maintaining a lost loved one’s online presence can be detrimental. “When someone keeps a deceased person’s page alive, in a way it’s parallel to memorialising the deceased by making a shrine in your home,” says Walfish. “It can stop some people from moving forward in their life; it’s like not allowing the final resolution of acceptance.” Make your own wishes known When it comes to looking ahead to your own passing, if you have specific wishes about your own social media presence, share them with your loved ones, says financial planner, Pamela Sandy. “Because we live so much of our lives on various social media platforms, we need to think about whether we want all that out there after we’re gone,” she says. Speaking from personal experience, Sandy adds that when her significant other passed, she wasn’t sure of his wishes for his Facebook page and didn’t know where his username and password was. After a time, she found his login credentials and deleted his page, which is what she believes he would have wanted. In order to help her clients avoid similar situations, Sandy includes an online platform that stores people’s changing usernames and passwords to be accessed by their loved ones after their passing – among the services she offers. Additionally, in 2015 Facebook introduced a feature that lets people choose a legacy contact – a family member or friend who can manage their account when they pass away, according to a company press release. Avoid platitudes When you’re trying to show support for someone who has experienced a loss, avoid comments containing trite platitudes such as “They’re in a better place,” especially if you don’t know the family’s beliefs. “For example, saying the person lived a long life may not sit well because the family may not feel it was long enough,” says Woods, adding that it’s fine to be honest and say you don’t know what to say. “It’s OK to write ‘I’m so sorry; there are no words,’” says Woods. “It’s OK to be honest and sincere.” Check your privacy settings When posting, sharing, or commenting on any sensitive information – such as a death – make sure you understand who will be able to see it. “People have different social media privacy settings, so they may think no one can see a particular post when they can,” says Woods. “If you’re sharing a post, say, on Instagram and connecting it with Facebook, it automatically defers to your Instagram setting. Or your phone may have a different default setting than your laptop.” Don’t give into a grief Olympics Sometimes a close family member’s post about the loss of a loved one can attract not only sincere condolences, but also comments in which more distant family or friends get carried away with their own feelings. “It can become a ‘grief Olympics,’ and it should be avoided,” says Woods. Once news of someone’s passing has been announced by their core group, she says, avoid comments about yourself such as bemoaning how hard the news is for you. “If you feel the need to process your own grief, record that processing on your own page,” she suggests. “And do so without tagging any of the core loved ones or the person who passed. If they want to know your views, they’ll see it.” Image credits: Getty Images This article originally appeared on <a href="https://www.readersdigest.com.au/culture/etiquette-rules-for-dealing-with-death-on-social-media?pages=1" target="_blank" rel="noopener">Reader's Digest</a>.

Caring

Why do I have to take my laptop out of the bag at airport security?

<a href="https://theconversation.com/profiles/doug-drury-1277871">Doug Drury</a>, <a href="https://theconversation.com/institutions/cquniversity-australia-2140">CQUniversity Australia</a> Anyone who has travelled by air in the past ten years will know how stressful airports can be. You didn’t leave home as early as you should have. In the mad rush to get to your gate, the security screening seems to slow everything down. And to add insult to injury, you’re met with the finicky request: “laptops out of bags, please”. But what does your laptop have to do with security? <h2>The day that changed air travel forever</h2> Airport security changed dramatically after the terrorist attacks in the US on September 11 2001. Before 9/11, you could pass through security with a carry-on bag full of everything you might need for your holiday, <a href="https://www.npr.org/2021/09/10/1035131619/911-travel-timeline-tsa">including a knife</a> with a four-inch blade. Indeed, that’s how the 9/11 attackers brought their <a href="https://www.npr.org/2021/09/10/1035131619/911-travel-timeline-tsa">weapons on board</a>. After 9/11, screening processes around the world changed overnight. In the US, private security contractors being paid a minimum wage were swapped out for a federalised program with highly trained security personnel. Anything that could be <a href="https://www.frontiersin.org/articles/10.3389/fnhum.2013.00654/full">considered a weapon</a> was confiscated. Around the world, travellers were suddenly required to <a href="https://books.google.com.au/books?hl=en&lr=&id=6hBnJ-1hRp0C&oi=fnd&pg=PA86&dq=why+do+I+have+to+take+my+shoes+off+at+airport+security&ots=o6JIFHJzF1&sig=B6azb6xqN2uxM9CP-VZdfyt3Ag0#v=onepage&q=why%20do%20I%20have%20to%20take%20my%20shoes%20off%20at%20airport%20security&f=false">remove their shoes</a>, belts and outerwear, and take out their phones, laptops, liquids and anything else that could be used as part of an improvised explosive device. This lasted for several years. Eventually, <a href="https://www.sciencedirect.com/science/article/pii/S2212478013000944">more advanced</a> screening methods were developed to effectively identify certain threats. Today, some countries don’t require you to remove your shoes when passing through security. So why must you still take your laptop out? <h2>Airport scanners have come a long way</h2> The machine your bags and devices pass through is an X-ray machine. The main reason you have to remove your laptop from your bag is because its <a href="https://www.smh.com.au/traveller/reviews-and-advice/why-do-i-have-to-remove-my-laptop-from-my-bag-at-the-airport-xray-machine-20170320-gv1vqs.html">battery</a> and other mechanical components are too dense for X-rays to penetrate effectively – especially if the scanning system is old. The same goes for power cords and other devices such as tablets and cameras. With these items in your bag, security officials can’t use the screened image to determine whether a risk is present. They’ll have to flag the bag for a physical search, which slows everything down. It’s easier if all devices are removed in the first place. A laptop inside a bag can also shield other items from view that may be dangerous. Scanning it separately reveals its internal components on the screen. In some cases you might be asked to turn it on to prove it’s an actual working computer. With newer multi-view scanning technology, security officials can view the bag from multiple angles to discern whether something is being covered up, or made to look like something else. For instance, people have tried to <a href="https://www.sciencedirect.com/science/article/pii/S2212478013000944">mix gun parts</a> with other components in an effort to pass checked baggage screening. Some airports have upgraded <a href="https://www.smh.com.au/traveller/inspiration/no-more-removing-liquids-and-gels-laptops-at-melbourne-airport-as-new-scanners-installed-20191002-h1ijdf.html">3D scanning</a> that allows travellers to pass their bags through security without having to remove their laptops. If you’re not asked to take out your laptop, it’s probably because one of these more expensive systems is being used. Nonetheless, amping up the technology won’t remove the lag caused by airport screenings. Ultimately, the reason these are a major choke point is because of the speed at which staff scan the imagery (which dictates the <a href="https://www.sciencedirect.com/science/article/pii/S2212478013000944">speed of the conveyor belt</a>). Unless we find a way to automate the entire process and run it with minimal human supervision, you can expect delays. <h2>What about body scanners?</h2> But your bags aren’t the only thing getting scanned at airport security. You are too! The tall frame you walk through is a <a href="https://science.howstuffworks.com/transport/flight/modern/airport-security3.htm">metal detector</a>. Its purpose is to uncover any weapons or other illegal objects that may be concealed under your clothes. Airport metal detectors use non-ionising radiation, which means they don’t emit X-rays. The larger body scanners, on the other hand, are a type of X-ray machine. These can be <a href="https://www.sciencedirect.com/science/article/pii/S2212478013000944">active or passive</a>, or a combination of both. Passive scanners simply detect the natural radiation emitted by your body and any objects that might be concealed. Active scanners emit low-energy radiation to create a scan of your body, which can then be analysed. The kind of machine you walk through will depend on where in the world you are. For instance, one type of active body scanner that emits X-rays in what’s called “backscatter technology” was once <a title="https://electronics.howstuffworks.com/gadgets/high-tech-gadgets/backscatter-x-ray.htm" href="https://electronics.howstuffworks.com/gadgets/high-tech-gadgets/backscatter-x-ray.htm" target="_blank" rel="noopener">used widely</a> in the US, but is no longer used. It’s also banned in <a title="https://www.homeaffairs.gov.au/about-us/what-we-do/travelsecure/passenger-screening" href="https://www.homeaffairs.gov.au/about-us/what-we-do/travelsecure/passenger-screening" target="_blank" rel="noopener">Australia</a> and <a title="https://www.forbes.com/sites/daviddisalvo/2011/11/15/europe-bans-airport-body-scanners-over-health-and-safety-concerns/" href="https://www.forbes.com/sites/daviddisalvo/2011/11/15/europe-bans-airport-body-scanners-over-health-and-safety-concerns/" target="_blank" rel="noopener">the European Union</a>, where only non-ionising technology can be used. Another type of scanner emits lower-energy <a href="https://science.howstuffworks.com/backscatter-machines-vs-millimeter-wave-scanners.htm">millimetre waves</a>, instead of X-rays, to image the passenger. Millimetre wave frequencies are considered to be non-ionising radiation. <h2>AI in our airports</h2> AI seems to be all around us lately, and our airports are no exception. Advancements in AI systems stand to transform the future of airport security. For now, human reviewers are required to identify potential threats in scanned images. However, what if an advanced <a href="https://thinkspace.csu.edu.au/artiificialintelligenceinsecuritycheck/article/">AI was trained</a> to do this using a database of images? It would do so in a fraction of the time. Some airports are already using advanced <a href="https://www.in-security.eu/index.php/editorial/the-future-of-airport-security-faster-smarter-safer">computed tomography</a> (CT) <a href="https://www.theguardian.com/australia-news/2022/jun/21/3d-body-scanners-at-australian-airports-what-are-they-and-how-do-they-work">scanners</a> to produce high-definition 3D imagery. In the future, this technology could be further enhanced by AI to detect threats at a much faster rate. Hypothetically, CT scans could also be used for both humans and their baggage. Could this allow travellers to walk through a body scanner while carrying their bags? Possibly. Until then, you should probably try your best to leave the house on time.<img style="border: none !important; box-shadow: none !important; margin: 0 !important; max-height: 1px !important; max-width: 1px !important; min-height: 1px !important; min-width: 1px !important; opacity: 0 !important; outline: none !important; padding: 0 !important;" src="https://counter.theconversation.com/content/209041/count.gif?distributor=republish-lightbox-basic" alt="The Conversation" width="1" height="1" /> <a href="https://theconversation.com/profiles/doug-drury-1277871">Doug Drury</a>, Professor/Head of Aviation, <a href="https://theconversation.com/institutions/cquniversity-australia-2140">CQUniversity Australia</a> Image credits: Getty Images This article is republished from <a href="https://theconversation.com">The Conversation</a> under a Creative Commons license. Read the <a href="https://theconversation.com/why-do-i-have-to-take-my-laptop-out-of-the-bag-at-airport-security-209041">original article</a>.

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