WHERE DO WE GO FROM HERE?

by JL Scott, Ph.D.

When I first came online, I was quickly frustrated by the lack of professionalism I found on the Internet. At first, I struggled with poor or non-existent service. Later, it became evident that my initial experiences of being treated as a second class citizen were widespread. So, I began complaining. When results and corrections were not forthcoming, I turned to writing about the problems I encountered, publicly calling for change.

As the writing circulated, a trickle of feedback came in. It quickly became a deluge. Reports from consumers verified that my experiences were neither unique, nor isolated. Business practices over the Internet commonly ignored even the most basic courtesies toward customers.

Then another thread emerged. Businesses began responding. Businesses that did not realize how they had been offending their customers. Business owners who said they didn't know how to do what I insisted was needed.

I finally realized that complaining was not the solution. Education was needed, along with guidance, examples and counseling. I began sketching out an idea. The idea? A group of professionals, working on and off-line, in ways that honor a customer, that recognize the importance of a customer, that focus on making a customer feel online as though (s)he is dealing with a friendly neighborhood merchant.

The idea grew. I began contacting respected online business owners by telephone. I explained my idea and asked these top professionals to participate. I asked them to offer their examples, their talents, their abilities. They responded magnificently. No one I was able to speak with turned me down. So out of this idea, came the Founding Members of the International Association for Professionalism Online.

An organization of Professionals dedicated to setting the Standard for Business conducted on the Internet! A standard which will accept no less than a TOP level of Professionalism! This is an important and history-making turn of events for the Internet!

In my humble opinion, no one has the right to call themselves a business if they aren't willing to do what's necessary to set up that business properly. Lack of knowledge in how to do this is a red flag for non-professionalism.

This is not an organization for everyone who calls themselves a business without any documentation to back that up. This is an Association for fully professional online businesses. This Association is something to aspire to - and we're willing to help any online business bring their standards up to par.

As we are entering into a New Millennium, the time seems right. The course of Internet Business is taking a new turn for the better.

With IAPO, we do intend to bring about huge changes in the levels of professionalism online. This seems a good time to decide what we wish to leave behind - and what to take with us into the new century. Decisions need to be made. Who will we do business with - and who will we leave to struggle with the old ways?

The infancy of the Internet is over. Play time is over. It's time to grow up. It's time for online business owners to be taken seriously. The only way that will happen is for us to raise our standards of integrity. Our standards for what we will give - as well as our standards for what we will accept.

dr. jl scott is the Director of the International Association for Professionalism Online (IAPO) http://www.iaponline.org/ - and also the publisher of MONDAY MEMO! - the ezine dedicated to Professionalism on the Web. For your FREE subscription: http://www.MondayMemo.org/ezine.htm