{
  "title": "Customer reception: speaking freely does not mean giving up confidentiality",
  "url": "https://www.shr.swiss/blog/accueil-client-parler-librement-ne-signifie-pas-renoncer-a-la-confidentialite-en",
  "language": "en",
  "datePublished": "2026-05-07",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Someone who explains their circumstances in front of other visitors has not necessarily chosen a public conversation. Research suggests distinguishing actual disclosure from a preference for confidentiality.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Fribourg",
    "region": "Fribourg",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Alessandro Acquisti, Laura Brandimarte and George Loewenstein (2015, Science) show in a review of the literature that privacy decisions depend, among other factors, on uncertainty and context."
    },
    {
      "heading": "The gap between intention and disclosure",
      "point": "Patricia A."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that every conversation should move to a private room."
    },
    {
      "heading": "What the evidence cannot settle",
      "point": "These articles are not trials of reception arrangements in Fribourg businesses."
    },
    {
      "heading": "A practical check in Fribourg",
      "point": "As part of SHR’s « Accueil client » programme, an agri-food site, a bilingual industrial company or a service within Fribourg’s university hub could test a neutral offer, available in French and German: “If you prefer, we can continue this conversation confidentially.” Over two weeks, for predefined types of enquiries potentially involving personal information, record without documenting their content whether this option was offered before the situation was explained and whether the alternative was actually available."
    }
  ],
  "sources": [
    {
      "authors": "Loewenstein",
      "year": "2015",
      "source": "Science"
    },
    {
      "authors": "Horne",
      "year": "2007",
      "source": "Journal of Consumer Affairs"
    }
  ],
  "wordCount": 403,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-05-07-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-parler-librement-ne-signifie-pas-renoncer-a-la-confidentialite",
    "en": "https://www.shr.swiss/blog/accueil-client-parler-librement-ne-signifie-pas-renoncer-a-la-confidentialite-en",
    "de": "https://www.shr.swiss/blog/accueil-client-parler-librement-ne-signifie-pas-renoncer-a-la-confidentialite-de",
    "it": "https://www.shr.swiss/blog/accueil-client-parler-librement-ne-signifie-pas-renoncer-a-la-confidentialite-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/fribourg",
    "city": "https://www.shr.swiss/formations-ville/fribourg",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}