近來，提供線上諮詢服務的網站日益蓬勃並多元化。由於諮詢服務的特質，諮詢服務網站除蒐集一般個人資料外，常可能會進一步蒐集具隱私性的諮詢內容，因此，線上諮詢服務網站較一般商業網站更需重視個人資料保護與資訊傳遞的安全性。本研究選擇法律、心理、醫療、生涯四類型的線上諮詢服務網站作為研究對象，採用個案研究法，從業者自律觀點出發，就研究個案網站對於個人隱私保護的實際情況作一描繪。研究結果顯示：一、諮詢服務網站除蒐集一般網站所蒐集之個人資料外，會蒐集與諮詢服務相關之隱私性個人資料。如研究個案中，生涯諮詢網站會特別蒐集個人之求職、教育資料。心理與醫療諮詢網站則會特別蒐集個人醫療或家族病史紀錄。二、整體而言，線上諮詢網站的個人隱私保護概念仍顯不足。個案中僅五個網站公告隱私權政策，這些網站在資訊實施聲明的內容上較其他網站完整、呈現方式也較多元。個案網站之資訊揭露內容多不滿足「公平資訊實務原則」，多數偏重在「告知/察覺」與「執行/補償」原則部分。三、個案對於隱私權標章使用的情況不一，十二個研究個案中，心理與醫療類型之諮詢網站使用第三者認證標章比例較其他個案網站高；提供線上交易之網站公佈第三者認證標章的比例高於未提供線上交易的網站。 Recently consultation services have gained popularity on the internet. Due to the inherent characteristics of consultation services, online consultation service providers often may collect additional private information beyond basic demographic information from users. Hence online consultation service providers need to pay more attention to personal data protection and information security than operators of mere commercial websites. Drawing upon the perspective of industrial self-regulation, this research conducted case studies on online legal, psychiatric, medical, and employment consultation services to illuminate the current state of privacy protection on the internet. A total of twelve consultation service websites were examined in this research. Research results are three-fold: first, online consultation service providers do collect additional consultation service-related private information beyond basic demographic information from users. For instance, online employment consultation service providers collect personal information on educational background and past employment records purposely. Online psychiatric and medical consultation service providers collect sensitive information on personal medical records and family history of illness specifically. Second, most online consultation service providers are unaware of the importance of providing privacy-friendly consultation service websites. Five consultation service providers in the case studies adhere to the Information Practice Statement Policy better than others by publishing privacy policy on the websites and providing multiple ways to outline their information collection and usage. In regard to privacy disclosure, few comply with the Fair Information Practices Principle. Most service providers in the case studies only implement the Notice/Awareness Principle and the Enforcement/Redress Principle. Third, not all online consultation service websites in the case studies employ privacy seal programs. Online psychiatric and medical consultation service websites adopt third-party certified privacy seal programs significantly more than other types of consultation service websites in this research. Although often it is expected to display some kind of privacy seal in a transaction-based website, consultation service websites providing transactions in the case studies hardly adopt third-party certified privacy seal.
