Search

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

Bride slammed for asking wedding photographer to commit fraud

A bride-to-be has been slammed online over a “dodgy” email she sent to her wedding photographer, in which she asked him to commit a crime to lower the wedding cost. The young woman, who works in event planning, was shocked when she realised the cost of her wedding photographer, and was worried the cost didn’t fit in her budget. She came up with a plan to lower the cost, not knowing that she was asking her photographer to commit fraud. In an email to the photographer, the woman pitched an idea to charge her business some of the wedding costs to lower the overall price of her big day. “We are so excited to have you as a wedding photographer. Hard to believe it's only a few months away,” the email began. “I wasn't sure how to approach this with you, but the budget has been rapidly expanding as we go through this process. I'm sure that happens with a lot of weddings and you've dealt with it many times.” “I was wondering if we could work something out. I work in the events department at [a company], and I'm wondering if I could hire you to photograph some events there, and you could overcharge them, and whatever you overcharge you could take off our remaining balance.” “What do you think? Do you have any other ideas?” The shocking email saw the “unhinged” bride labelled as “tacky” and “criminal”, with many people urging the photographer to report the bride-to-be to her place of work. “Is this person also telling the florist, the caterer, or any other vendor this?” one asked. “Stop expecting to bargain with creatives like photographers. If you can't pay for a professional photographer, ask a relative or friend to get a few shots. This is so tacky.” Many couldn't believe the bride would stoop so low, as one woman suggested, “Just write back, 'I respectfully decline because I don't want to go to jail'.” Another person added, “I beg your finest pardon? I thought she was going to ask for an extension or a payment plan - not fraud!” Image credits: Shutterstock

Legal

Aussie mum with no licence or car fined thousands for traffic offences

An Aussie mum has copped thousands of dollars worth of traffic fines, despite not owning a car or holding a valid driver's licence. Victorian woman Tamara, 32, claims that she has received 16 different infringement notices this year alone in relation to 14 different licence plate numbers, and none of them are hers. The incorrect fines have been sent to her from as far back as 2022. Several of the alleged offences captured on road safety cameras show bearded men behind the wheel. "Clearly, I don't have a beard. The person in the picture is a male. Anyone with eyes can see it's not me," she told A Current Affair. The saga has badly impacted her mental health and she has called on both the police and road officials in the state to overhaul the system to prevent other people from ending up in the same situation as her. The mum fears that her identity or her expired licence number may have been compromised during Optus' mass data breach two years ago. "I am not the driver. I don't drive a vehicle, I don't even have a licence. I have no idea what to think actually because it is unexplainable." "It doesn't make any sense and it shouldn't make any sense in anyone's eyes. It doesn't add up and it's clearly fraudulent." Lawyer Justin Lawrence agrees with the 32-year-old and said that she is entitled to challenge the fines. "There is a system glitch there somewhere and she's entitled to challenge those fines. The system relies on the information that it has. If the information is inaccurate, then the system can't work," he said. Tamara has made a formal complaint to Victoria Police in a bid to clear her name, and they are now working with Fines Victoria to "investigate the circumstances around these incidents and resolve these matters". "Members of the public who believe they have been falsely nominated for a traffic infringement should contact Fines Victoria," a statement from the police read. Images: A Current Affair/ Nine

Legal

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

Warning over new scam preying on seniors

Police have issued an urgent warning for seniors to stay vigilant as a new scam targets more vulnerable Australians. Wollongong police officers have received reports of wills and estate documents allegedly being forged earlier this year, with inquiries ongoing. Scammers are currently targeting vulnerable members in the Illawarra community in Sydney, with elderly members of the community and their families being urged to take precautions to lower the risk of the new scam. "Examples of estate fraud include: a person signing a will that was a different document then they intended to sign, a person signing a will when they limited mental capacity, and an executor could pay themselves advances or unreasonable expenses from the estate,” a statement from a NSW Police spokesperson explained. Will fraud occurs when misleading or deceptive conduct is used while preparing a will. Executor fraud occurs when a person appointed to administer an estate uses deceitful tactics to gain access to estate assets, including false, fabricated or misleading statements used for the financial benefit. Anyone who has been affected or anyone with information have been urged to come forward to police. Image: Shutterstock

Legal

Uber driver makes pensioner fork out thousands after minor accident

In a distressing incident, 80-year-old pensioner Judy Libby has claimed that she was coerced into handing over $2,500 to an Uber driver following a minor car accident in Melbourne's CBD. Judy recounted her ordeal on Melbourne's 3AW Radio on Friday morning, describing the alarming sequence of events that unfolded after she accidentally hit the back of the Uber driver's car. <a href="https://www.news.com.au/technology/motoring/motoring-news/an-absolute-nightmare-uber-drivers-sickening-act-to-80yo-pensioner/news-story/f77aa3e46c41532268a712cfc4764877" target="_blank" rel="noopener">According to News.com.au</a>, Judy explained that the driver was stationary when the accident occurred, causing a dent in the boot of his vehicle. The driver, claiming the damage had rendered him unable to work and support his family, demanded compensation. "He said, 'I’m an Uber driver, you’ve ruined the back of my car. I’ve got a wife and child to support; now I can’t work,'" Judy told the radio station. Initially, the driver demanded $4,000, allegedly stating he had obtained a quote from a friend who was a panel beater. When Judy expressed her inability to pay such a sum, the driver proposed a reduced amount of $2,500. They arranged to meet at her local bank, but when the teller grew suspicious and refused the transaction, the Uber driver reportedly drove her to another bank where she was made to withdraw the money. Judy described the driver's demeanour as very angry and the experience as a "nightmare". The situation took a further turn for the worse when she later received a legal letter demanding an additional $8,800 for the damage, with no mention of the $2,500 she had already handed over. Concerned and distressed, Judy informed her daughter, who then reported the incident to the police. The case is now being investigated by the fraud squad. "I wasn’t travelling at a speed to do huge damage. I had no damage on my car, just a few scratches," Judy said. "And he had an older car too, so $8,800; no. I didn’t write it off, I just hit his boot." 3AW host Russel Howcroft condemned the incident as "disgraceful", particularly criticising the driver's actions of taking Judy to a bank against her will. "Fancy putting someone in their car and driving them to a bank branch," he remarked. The investigation by the fraud squad will hopefully bring clarity and justice to Judy Libby's troubling experience. Image: Lutsenko Oleksandr / Shutterstock

Legal

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

Riley Keough fights Graceland foreclosure sale

Elvis Presley's granddaughter Riley Keough has taken legal action against a company's plan to publicly auction Graceland estate in Memphis county, after she accused them of providing "fraudulent" documents. A public notice for a foreclosure sale of the 13-acre estate was posted in early May said that Promenade Trust, the company which controls the Graceland museum, owed $US3.8 million ($5.7 million) after failing to repay a 2018 loan. Keough's late mother, Lisa Marie Presley, allegedly signed the deed of trust and used Graceland as collateral. Naussany Investments and Private Lending, a Missouri-based company who managed the loan, claims that Lisa Marie failed to repay the loan. A public auction for the estate had been scheduled for Thursday this week, but a judge has blocked the sale after Keough sought a temporary restraining order and filed a lawsuit. In the lawsuit, Keough asserts that her mother never borrowed any money, and alleged that Lisa Marie’s signatures were forged and that Naussany Investments isn’t even a legitimate company. "Lisa Maria Presley never borrowed money from Naussany Investments and never gave a deed of trust to Naussany Investments," Keough's lawyer wrote in a lawsuit. “These documents are fraudulent. “Furthermore, the notary listed on the documents denies notarising Lisa Marie’s signature or ever meeting her.” A source told The New York Post that Keough is “traumatised” at what has unfolded and “never thought that a historic piece of property could even be considered to go into the hands of any random stranger”. An injunction hearing is set for Wednesday. Elvis bought the Graceland estate in 1957. After his death in 1977, his daughter Lisa Marie Presley inherited it and opened it up as a public museum five years later. After her death last year, her daughter Riley Keough became the heir. Image: Carl Timpone/BFA.com/ Shutterstock Editorial

Legal

Property tycoon sentenced to death over $27 billion fraud

A Vietnamese billionaire was sentenced to death on Thursday in one of the biggest corruption cases in history, an estimated $27 billion in damages - a figure equivalent to six percent of the country’s 2023 GDP. Truong My Lan, chair of major developer Van Thinh Phat, was found guilty of embezzlement, after looting from one of the country's biggest banks, Saigon Commercial Bank (SCB) for over a decade. “The defendant’s actions... eroded people’s trust in the leadership of the (Communist) Party and state,” the verdict read at the trial in Ho Chi Minh City. After a five-week trial, 85 others were also charged for their involvement in the fraud, with charges ranging from from bribery and abuse of power to appropriation and violations of banking law. Four were given life imprisonment, while others received jail terms ranging between 20 years and three years suspended. Lan's husband was Hong Kong billionaire Eric Chu Nap Kee, was sentenced to nine years in prison. Lan and the others were arrested as part of a national corruption crackdown. Lan was initially believed to have embezzled $12.5 billion, but on Thursday prosecutors have said that the total damages caused by the fraud now amounted to $27 billion. The property tycoon was convicted of taking out $44bn in loans from the bank, according to the BBC, with prosecutors saying that $27 billion of this may never be recovered. The court ordered Lan to to pay almost the entire damages sum in compensation. It is also <a href="https://www.bbc.com/news/world-asia-68778636" target="_blank" rel="noopener">reported</a> that she is one of very few women in Vietnam to be sentenced to death for a white collar crime. “In my desperation, I thought of death,” Lan said in her final remarks to the court, according to state media. “I am so angry that I was stupid enough to get involved in this very fierce business environment -- the banking sector -- which I have little knowledge of.” Police have identified around 42,000 victims of the scam, and many of them were unhappy with the verdict. One 67-year-old Hanoi resident told the AFP that she had hoped Lan would receive a life sentence so she could fully witness the devastating impact of her actions. “Many people worked hard to deposit money into the bank, but now she’s received the death sentence and that’s it for her,” they said. “She can’t see the suffering of the people.” The resident has so far been unable to retrieve the $120,000 she invested with SCB. Police have said that many of the victims are SCB bondholders, who cannot withdraw their money and have not received interest or principal payments since Lan’s arrest. Authorities have also reportedly seized over 1000 properties belonging to Lan. Image: Twitter

Legal

Sunrise rocked by allegation of "fraud"

Sunrise and the Seven Network have been rocked by an investigation by their biggest competitor, who exposed both allegations of "fraud", as well as threatening emails to a young journalist at Nine who was chasing the story. The scandal began when a reporter for the <a href="https://www.smh.com.au/national/new-seven-expenses-affair-rocks-sunrise-top-network-executives-20240408-p5fi6w.html" target="_blank" rel="noopener">Sydney Morning Herald</a> was alerted to an investigation being conducted by an independent law firm into the Sunrise program. According to reports by Nine, the law firm began an investigation, which was also conducted by a financial and corporate auditor, into reports that Sunrise staff members had grossly misused travel benefits. The allegations claimed that a small number of Sunrise staffers, as well as some of their friends and family, had taken flights and stayed in hotels on trips not related to their work duties, using benefits provided to the network by Qantas as part of a multimillion-dollar advertising and sponsorship deal. When business reporter for the Australian Financial Review Zoe Samios, a publication owned by Nine, reached out to Seven’s long-time commercial director Bruce McWilliam to chase the story, she was allegedly met with threatening emails saying her probes into the allegations had caused Seven’s star executive producer Michael Pell to self-harm. “This is what your unfounded reports have caused Michael to do,” Mr McWilliam wrote to Ms Samios in October last year. Attached to the email was a graphic image of him, bloodied and in a hospital gown, with a noticeable head wound. “Why don’t you keep it up so he kills himself. You are a complete disgrace. That law firm you name didn’t conduct any investigation. If you publish untrue allegations … and he tops himself. It’s on you. We are determined to protect him,” the email read. Speaking exclusively to <a href="https://www.news.com.au/finance/business/media/sunrise-rocked-by-fraud-investigations-that-top-tv-exec-tried-to-keep-secret/news-story/4b755d82167f825140c63b6e07107745" target="_blank" rel="noopener">news.com.au</a> on Thursday as the investigations were made public for the first time, Mr McWilliam defended the email and said he was defending a colleague and “friend” against “false allegations”. However, several months before the email, Mr Pell had stepped down as the boss of Sunrise and was appointed Seven's Senior Vice President of Entertainment Content in North America, and he moved to Los Angeles shortly after. On Thursday, Mr McWilliam told news.com.au that he became incensed when Mr Pell’s name was linked to the investigation, prompting his fiery email to Samios. “The accusations against Michael were exaggerated,” he told news.com.au. “I make no excuse for having acted to protect a colleague, against whom false allegations were being made. Michael Pell has been a friend of mine for many years.” The newspaper subsequently agreed to kill the story over concerns for Mr Pell’s mental health and wellbeing. While the findings of the alleged expenses investigation were delivered to Seven and described as "serious", a source close to the investigation insists that while the accusations are significant, they do not constitute "fraud" in the legal sense. Despite that, it’s understood that a small number of staff left the network following the findings being delivered to Seven, with the staffers signing nondisclosure agreements upon their departure. The scandal's reemergence comes 18 moths after the initial allegations, as Seven finds itself in another controversy over its flagship current affairs program Spotlight and its handling of an exclusive interview with Bruce Lehrmann. Image credits: Sunrise

Legal

"How could he do it to me?": Grandmother broken over grandson's alleged fraud

In a courtroom in Perth, emotions ran high as a heartbroken grandmother awaited a reunion with her grandson, Jack Endersby. But this wasn't a typical family gathering. It was a courtroom confrontation, where Lyn Newby hoped her grandson would look her in the eye and confront the pain he allegedly caused by defrauding her of more than $320,000. Endersby, a 24-year-old <a href="https://www.9news.com.au/national/perth-news-grandmother-lost-320000-after-investing-in-grandson-business-alleged-ponzi-scheme/e3ea6396-750c-452c-8e87-c0ef53d65ede" target="_blank" rel="noopener">accused of orchestrating a Ponzi-style scheme</a> that allegedly swindled around $2 million from victims across Australia, faced the scrutiny of the law and the anguish of his own family. The accusations against him span from February 2021 to February 2024, a period during which he allegedly promised lucrative returns to investors, only to leave them empty-handed and disillusioned. For Newby, the betrayal cut deep. She had entrusted her grandson with a substantial sum, believing it to be an investment in his trading business, Codex Investments. His promises of monthly returns seemed enticing, but when the payments abruptly ceased, Newby's world shattered. "He has ruined our lives," she lamented. "How could he do it to me? I'm his grandmother." Endersby's arrest earlier this month marked a turning point in the unravelling of his alleged scheme. Facing 11 charges of fraud, he appeared in Perth Magistrates Court, where his family, including his mother, sought answers and reconciliation. However, Endersby remained aloof, ignoring their attempts at communication. In the lead-up to his court appearance, Newby expressed her desire for her grandson to acknowledge the pain he caused. "He will feel terrible when he sees me, and I want him to look me in the eye and know how much he's hurt me," she said, her anguish palpable. The allegations against Endersby paint a stark contrast to his earlier life. Once a telesales consultant and labourer, he purportedly transformed into a "self-taught investor" with a multimillion-dollar portfolio and a lifestyle of luxury. Flashy holidays, upscale accommodations and a Maserati adorned his newfound prosperity, allegedly funded by the deceitful machinations of a Ponzi scheme. As the details of Endersby's alleged deception emerged, more victims came forward, each recounting their own stories of financial loss and shattered trust. Michael Dawson, who invested in Endersby's business 18 months prior, described initial returns followed by a troubling silence. Others spoke of referral schemes that seemingly built trust but ultimately ensnared unsuspecting investors in a web of deceit. Amid the courtroom drama and legal proceedings, questions linger about the true extent of Endersby's alleged scheme and the lives it impacted. As he awaits his next court appearance on April 19, the echoes of broken trust and shattered dreams serve as a stark reminder of the devastating consequences of financial fraud. Images: Nine News

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

How risky is it to give card details over the phone and how do I reduce the chance of fraud?

<a href="https://theconversation.com/profiles/paul-haskell-dowland-382903">Paul Haskell-Dowland</a>, <a href="https://theconversation.com/institutions/edith-cowan-university-720">Edith Cowan University</a> and <a href="https://theconversation.com/profiles/ismini-vasileiou-1031778">Ismini Vasileiou</a>, <a href="https://theconversation.com/institutions/de-montfort-university-1254">De Montfort University</a> Paying for things digitally is so common, most of us think nothing of swiping or tapping our card, or using mobile payments. While doing so is second nature, we may be more reluctant to provide card details over the phone. Merchants are allowed to ask us for credit card details over the phone – this is perfectly legal. But there are minimum standards they must comply with and safeguards to protect consumer data. So is giving your card details over the phone any more risky than other transactions and how can you minimise the risks? <h2>How is my card data protected?</h2> For a merchant to process card transactions, they are expected to comply with the <a href="https://docs-prv.pcisecuritystandards.org/PCI%20DSS/Standard/PCI-DSS-v4_0.pdf">Payment Card Industry Data Security Standard</a>. This is a set of security requirements designed to protect cardholder data and the trillions of dollars of transactions each year. Compliance involves various security measures (such as encryption and access controls) together with strong governance and regular security assessments. If the information stored by the merchant is accessed by an unauthorised party, encryption ensures it is not readable. That means stealing the data would not let the criminals use the card details. Meanwhile, access controls ensure only authorised individuals have access to cardholder data. Though all companies processing cards are expected to meet the compliance standards, only those processing large volumes are subject to mandatory regular audits. Should a subsequent data leak or misuse occur that can be attributed to a compliance failure, a <a href="https://www.csoonline.com/article/569591/pci-dss-explained-requirements-fines-and-steps-to-compliance.html">company can be penalised</a> at levels that can escalate into millions of dollars. These requirements apply to all card transactions, whether in person, online or over the phone. Phone transactions are likely to involve a human collecting the card details and either entering them into computer systems, or processing the payment through paper forms. The payment card Security Standards Council has <a href="https://docs-prv.pcisecuritystandards.org/Guidance%20Document/Telephone-Based%20Payments/Protecting_Telephone_Based_Payment_Card_Data_v3-0_nov_2018.pdf">detailed guides for best practice</a>: <blockquote> A policy should be in place to ensure that payment card data is protected against unauthorised viewing, copying, or scanning, in particular on desks. </blockquote> Although these measures can help to protect your card data, there are still risks in case the details are misplaced or the person on the phone aren’t who they say they are. <h2>Basic tips for safe credit card use over the phone</h2> If you provide card details over the phone, there are steps you can take to minimise the chance you’ll become the victim of fraud, or get your details leaked. 1. Verify the caller If you didn’t initiate the call, hang up and call the company directly using details you’ve verified yourself. Scammers will often masquerade as a well-known company (for example, an online retailer or a courier) and convince you a payment failed or payment is needed to release a delivery. Before you provide any information, confirm the caller is legitimate and the purpose of the call is genuine. 2. Be sceptical If you are being offered a deal that’s too good to be true, have concerns about the person you’re dealing with, or just feel something is not quite right, hang up. You can always call them back later if the caller turns out to be legitimate. 3. Use secure payment methods If you’ve previously paid the company with other (more secure) methods, ask to use that same method. 4. Keep records Make sure you record details of the company, the representative you are speaking to and the amount being charged. You should also ask for an order or transaction reference. Don’t forget to ask for the receipt to be sent to you. Check the transaction against your card matches the receipt – use your banking app, don’t wait for the statement to come through. <h2>Virtual credit cards</h2> In addition to the safeguards mentioned above, a <a href="https://www.forbes.com/advisor/credit-cards/virtual-credit-card-numbers-guide/">virtual credit card</a> can help reduce the risk of card fraud. You probably already have a form of virtual card if you’ve added a credit card to your phone for mobile payments. Depending on the financial institution, you can create a new credit card number linked to your physical card. Some banks extend this functionality to allow you to generate unique card numbers and/or CVV numbers (the three digits at the back of your card). With this approach you can easily separate transactions and cancel a virtual card/number if you have any concerns. <h2>What to do if you think your card details have been compromised or stolen?</h2> It’s important not to panic, but quick action is essential: <ul> <li> call your bank and get the card blocked so you won’t lose any more money. Depending on your situation, you can also block/cancel the card through your banking app or website </li> <li> report the issue to the police or other relevant body </li> <li> monitor your account(s) for any unusual transactions </li> <li> explore card settings in your banking app or website – many providers allow you to limit transactions based on value, restrict transaction types or enable alerts </li> <li> you may want to consider registering for <a href="https://theconversation.com/your-credit-report-is-a-key-part-of-your-privacy-heres-how-to-find-and-check-it-116999">credit monitoring services</a> and to enable fraud alerts. </li> </ul> <h2>So, should I give my card details over the phone?</h2> If you want to minimise risk, it’s best to avoid giving card details over the phone if you can. Providing your card details via a website still has risks, but at least it removes the human element. The best solution currently available is to use virtual cards – if anything goes wrong you can cancel just that unique card identity, rather than your entire card.<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/216833/count.gif?distributor=republish-lightbox-basic" alt="The Conversation" width="1" height="1" /> <a href="https://theconversation.com/profiles/paul-haskell-dowland-382903">Paul Haskell-Dowland</a>, Professor of Cyber Security Practice, <a href="https://theconversation.com/institutions/edith-cowan-university-720">Edith Cowan University</a> and <a href="https://theconversation.com/profiles/ismini-vasileiou-1031778">Ismini Vasileiou</a>, Associate Professor, <a href="https://theconversation.com/institutions/de-montfort-university-1254">De Montfort University</a> Image credits: Getty Images This article is republished from <a style="font-style: italic;" href="https://theconversation.com">The Conversation</a> under a Creative Commons license. Read the <a style="font-style: italic;" href="https://theconversation.com/how-risky-is-it-to-give-card-details-over-the-phone-and-how-do-i-reduce-the-chance-of-fraud-216833">original article</a>.

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

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

Our Partners

Over 60

News

Shop

Catalogues

Contests

Entertainment

Travel

Health

Lifestyle

Finance

Property

Games

Information

Keep up to date

Search

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

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

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

Bride slammed for asking wedding photographer to commit fraud

Aussie mum with no licence or car fined thousands for traffic offences

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

Warning over new scam preying on seniors

Uber driver makes pensioner fork out thousands after minor accident

Cafe targeted online for charging customer a "heating fee"

Riley Keough fights Graceland foreclosure sale

Property tycoon sentenced to death over $27 billion fraud

Sunrise rocked by allegation of "fraud"

"How could he do it to me?": Grandmother broken over grandson's alleged fraud

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

How risky is it to give card details over the phone and how do I reduce the chance of fraud?

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

Hilarious reason dad couldn't be fooled by online scam

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

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

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

Our Partners