We interview Lorrin White (@lorrintotal_ltd) Operations Director at Total Ltd, about data usage, charges and legislation through the medium of Twitter, where ‘tweets’ are limited to a maximum of 140 characters.
@total_ltd: The last few months have seen an increase in consumer data usage. Why do you think this medium is now proving so popular?
@lorrintotal_ltd: Technology, business and user demand has dictated it to be so. It’s efficient, effective and reliable use of today’s technology.
@total_ltd: 91% of people take their mobile phones with them abroad but 85% are unsure of the charges. Where does this lack of understanding stem from?
@lorrintotal_ltd: From a lack of education around the costs of these services.
@total_ltd: As an increase in mobile internet access is reported, are consumers correctly informed of their contract limits or are they simply unaware?
@lorrintotal_ltd: Many data tariffs are marketed as ‘unlimited’ with fair usage policies. The consumer often only sees the ‘unlimited’ highlight.
@total_ltd: Some consumers have said reading small print is time consuming and dull. They would rather play on their latest app, creating a vicious cycle!
@lorrintotal_ltd: This is a buyer beware scenario. If terms are provided there is a duty to read them. Dull it may be but it avoids unwelcome surprises.
@total_ltd: The European Commission recently introduced legislation which requires operators to contact users nearing their data limit. Will this help?
@lorrintotal_ltd: This may help control some costs, but not all users are the same. Avoiding service interruption has to be a consideration too.
@total_ltd: It is also possible for users to request their access to be cut by the operator once a bill reaches a certain amount. A help or hindrance?
@lorrintotal_ltd: Used in the right way this can only help. Selecting a provider with the right tools and a clear understanding of your needs is the key.
@total_ltd: Previously, were consumers left in the dark about data usage? It seems like a lack of communication is often the cause of large bills.
@lorrintotal_ltd: The information has always been available about data usage. It is and has always been more about understanding what this information means.
@total_ltd: Usage policies are set at GB level. 1MB of data can be used very quickly so how do Total inform their customers of the risk of over-running?
@lorrintotal_ltd:Total educate e.g. a MB of data translates to 35 seconds of TV media streaming. They then monitor, alert and prevent high usage proactively.
@total_ltd: Finally, what would be your top five tips for a consumer looking to incorporate data usage into their tariff?
@lorrintotal_ltd: Firstly, review the need for the usage – is it a viable tool that provides benefit?
2) Then, ensure your provider understands your need fully. Will you be accessing VPN via a dongle, downloading data regularly, if so how much?
3) Ask your provider to fully explain the tariff, the MB usage included, what the fair usage policy is and the costs of exceeding this.
4) Ensure you know what a MB/GB of data equates too and impart this to your users. Don’t forget you will be controlling others user habits.
5) When managing other users, set firm policies about the type of usage that is and is not acceptable making clear the implications of misuse.
