Scripted notifications – on-the-phone and over-the-counter

For both telephone and over-the-counter transactions where there is dialogue with the customer, it is good practice to have a specific wording for notification statements to obtain permissions. The following is example wording that organisations can use:

"Thank you for booking tickets to see the Touring Artists Company at the Any Town Venue. We would like to add your (email address/telephone number/postal address etc.) to our marketing list so we can keep you informed about events at our venue (by email/SMS etc.)."

"Is this alright?"

Await positive or negative response

"We are known as the Anytown Venue, (optional: and we are officially called the Anytown Venue Promotion Company Limited) and we will share your (email address/telephone number/postal address etc.) with the Touring Artists Company (optional: who are officially called the Actors Bank Raid Limited), so that they can add you to their marketing list in order to keep you informed about their events by (email/SMS/post etc.).”

"Is this alright?"

Await positive or negative response.

This notification script can be tailored as appropriate to the circumstances. Clearly it is necessary for real names to be inserted into the script at appropriate points. Organisations that will receive shared data must be named, and, whilst it is optional to give the full legal names, it is considered good practice to do so. Note also that this wording was formulated on the basis that if the customer consented, it enabled the sharing of customer data collected by a venue with the touring company.

If customers’ contact information is indeed to be shared, then the touring company (which will then become a data controller of the copy of the data it receives) must also receive adequate data to be able to show upon request what the specific uses are that the consent was given for (i.e., the notification script), how consent was indicated (e.g. “answered, ‘yes’ in response to script”) and when consent was given.

Note that the data collected on-the-phone or over-the-counter could include the customer’s email address and mobile phone number.