! " # $%%& ' * ( ) * + ) +) + , . /+ 0 1 + 1 . * / + , *1 . + , / + 1 /+ ) ) 2 ( 3+ , +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 4 $+ ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 4 4+ ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 4 5+ 6 ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 5 , 7 ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 5 # ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 8 ) ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 8 # ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 9 ) # +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ 9 # :+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ; 0 : ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ; ) < ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ & 2 < ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ & < = 6 +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ > < ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ > 6 ? 2 ) < +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++3% 8+ < ? ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++3% < "@ "@ ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++3% +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++33 +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++33 ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++3$ A 9+ 2 +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++3> +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++$% ' ' ' ' ' ' ' ' *' B # * B ' * E3 B ' * E$ B ' * E4 B < *2 B *F B * BA C - $%%&D++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++$5 "@ ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++$9 ! + + < +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++$; + < +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++48 + < +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++5% < ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++58 ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++59 +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++5& 2 3+ , ) * * + ) +) + # ! 1 1 + ) + , * . 1 /+ 0 1 + 1 - + 1 * + , *1 * * + $+ ) * + + < + ) / . + ) + ) / * * 1 * ( 03G , 0 + 0$G ) , 1 + 04G < , + 05G ' C 1 1 D + , / 1 + ,1 1 1 + 4+ ) + ) - + ) + ) 1 1 ( ? ( ) * 1 < ? < . 1 + + ) /1 + ' ( * "@+ ) "@ C 03-05 3 + ) + ) D / C $D+ ) / - * +' 1 03-05+ ) * + ' - + 1 - - +) CH $%%4D+ , + ! ) 1 + ) C + ) 1 1 + , - D+ ) 1 * - * + ) + ' B + 1 + ) / . / 1 + 5+ 6 C - D +3 ) + ' C2 * + , $%%3D+ , 1 CI -0 $%%3D++ , 1 J) / K C2 $%%;D+ , + ) + ) ( 1 1 C? $%%3D+ 7 ) . / + * 1 E C ! $%%8D+ , * 1 E * , - 1 C$%%$D 1 + ) 1 KC 1 - . - / - + ) $%%4D+ ) + , 1 C D J C $%%$D C J + 1 KC 1 J ! $%%8D+ 1 1 - Others have described different types of trust: these included trust in the environment and infrastructure (socio technical system); trust in your agent or mediating agents; trust in your partners; trust in the authorities. It is also important to note that trust requires more than just secure connectivity (via say, public key cryptography). The (prospective) client must also be able to trust the quality of the information being provided by his/her partner and also whether his/her partner will safeguard his data 4 1 1 $%%4D+ 1 * C D K ) C K C) D * J $%%;D+ ) * J J / K C2 + 1 C) K $%%%D+ , * 1 $%%;D+ # ) + . / C2 $%%%D+ 1 C * + ) 1 $%%&D+ 1 J K+ * 3>;8D+ C# 1 ) + ) 1 C? $%%3D$ C2 $%%;D+5 , . + ) 1 / $%%%D14 + ' 1 1 1 E C * / C6 / C D $%%3D+ ) 1 - * 1 + ) 1 C 2 C$%%$D ! B + , 2 $5E; B L * 2 F $%%$D+ ) 1 ( + ) - ' 1 1 1 1 1 1 C2 $%%%D B B B * + ) * C , D B L B B B ? * E C + ) $%%9D 1 E E , . 1 / C 2 1 $%%$D B + 1 + = ? C C3>>;D $%%$D+ = B B C0 3>>>D+ + ) * ) + 2 For example, the coherence in the web site’s interface and design, functionality, usability and language places a important role. According to Nielsen (1994) usability often refers to the ease of learning how to use the interface, the efficiency of the interface design (consistency), the ease to memorise how to use the interface (learnability), user guidance (support), the reduction of errors, and the general satisfaction with the interface. (Roy 2001) 3 As noted by Sisson (2000), company size, brand and perceived reputation are key trust drivers. 4 Third party assurances, guarantees, legal system recourse with professional associations may support an online purchase decision. 5 ? 2 F = # C= ? , 3>>;D 1 - + ) - B 1 B 1 + # ? 1 + + ) . / 1 C' * - / $%%&D+ + ) / 1 D+ = ) . 1 18 / 1 - C * + $%%$D+ C + 1 + = 1 + ) + ) # , * + ) C< 1 / 1 1 / . 19 $%%8D+ # . / - + 1 1 1 C C B $%%3D 1 $%%4D+ , C2 C $%%%D+ , 1 1 D+ 5 Perceived trustworthiness can be increased by a number of factors. This could include third party endorsements, risk transference (though guarantees), and increased user transparency (order processing). 6 Some users remain unaware of the new forms of personal information being gathered. Much more detail is being recorded, beyond just transactional data. They are being profiled by their ‘click-paths’ of web activity. 6 / " 6 1 $%%;D+ ) J - / / 1; $%%5D+ ) KC . C@ 1 1 /1 C ! $%%5D+ ) 1 ! 1 C6 3>;;D+ 6 - + * +& ' , ;;M ' + 0 1 C, 3>>>D+ ) N $3M - C0 2 $%%$1 3>>>D+ ' O3& + $%%91 - C - - $%%4D+ # : , + < J ' 1 $%%$D+ < K C2 3>>>D+ CF 1 J * KC * C $%%$D+ D < / E 1 1 C - + , $%%$D+ + 1 * C 2 $%%$D+ , + 0 : 2 * + ' + * 1 1 + , 1 C0 C 1 $%%5D+ ) $%%8D+ ) * * * + C$%%4D+ 7 Privacy has been defined in terms of an individual’s control over disclosure and subsequent uses of personal information. The OECD refers to five key elements required for the establishment of privacy. These are a] notice awareness: participants should receive notice of an entities information practices before they divulge any personal information; b] choice/consent: participants should be given options as to the uses if any personal information collected from them, especially for secondary uses that are unrelated to the original transaction (sale of information to third parties); c] access and participation: participants should have access to information recorded about them and be able to modify any information deemed incorrect d] integrity/security: collectors must take steps to ensure data integrity, convert it into anonymous form before using it for secondary purposes and to destroy untimely data e] enforcement/redress: there must be a mechanism in place to enforce the privacy policies (Jamal 2005) 8 87% of respondents felt that they should have complete control of their personal data, while 71% felt that they should be news laws to protect their privacy on line (Georgia Tech Research Group 1997). 7 + ' ) ( F C D P o * ( + ,< C '2D 2 ,F C <2 D # ' o ) ! 0 o # C 1 * D o o < o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he Directive stipulates that personal data must be processes fairly and lawfully and only collected for a specified, explicit and legitimate purpose. Data cannot be used for any secondary purpose beyond those stated. [Directive 95/46/EC of the European Parliament and of the Council of 24 October 1995 on the protection of individuals with regard to the processing of personal data and on the free movement of such data] 10 It allows consent to be implied so long as consumers are provided with an opportunity to opt out of the use of their personal data for secondary purposes. 9 / 1 C? C@ $%%8D C D $%%&D 1 + C? $%%8D+ ' 1 C) + ) D 1 1 B C ' $%%5D+ / + ) "@ + < - " B + 6 ) < ) + ) + ) B + B ) 1 " + + 1 * + ) . / + ) / . + < / B 1 * + 8+ < ? < * "@+ ) "@ + ) C D "@ G< "@ ) * "@ + ) * + ) "@+ 33 , , ? C, ? D 0,)#, +, ? 1 - C0 1 $%%&D+ ) ) $%%&+3$ ) ) 1 1 1 8% "@ <62/ + 0,)#, 1 + * C D "@ + ) 1 * 35%% + "@ "@ + + 11 Web ranking data in the public domain was hard to come by. The only the exception to this, was the data provided free of charge by the IMRG. 12 Please see Appendix A for further information. 10 = ' ! ' < ' ) $%%; $%%& 3 4 $ 8 5 3 $ 4 5 8 + + + + + + + ( , ? 0 0 6 $%%& "@ ) + ) ' * 1 ' ' * E3E3-4+ B + = 1 B C D+ ' B + ) C ! + + 1 * + 4-5 + + D C3% D+ ) + ) * . /1 . D *C * /1 . / . + * /+ ) C< $%%8D+ 6 + ) C * D C + ) 1 D+ * ' 1 "/ + 1 4 + " + ) C / + D1 6 * C + ! C D+ , + + 1 "@ C ! + + + + C + , + ) 1 + ) C D1 N D 1 + * / D / + C&%M ! + + D+ ) -- -- + ) 1 1 * / B +34 G ) C * D * 1 * + ) N $%%&+ ) + 13 Further detail regarding the privacy statement attributes of top UK web sites have been listed in Annex B. 11 +) ( < ' * 27F + ( C * - D 6 , + * * 1 ! + ) 1 + P 1 + , + ( 03G , C&%MD + ' 1 + E + + ' 1 + 0$G ) C&%MD + 04G < ) ) + + 05G ' 1 1 C D + ) 1 1 + ) . / + GA A ) C * D 1 + ) * * +) + 3$& + + E + + ) *: Q 4 6R $R$')5 + ) * + > 48=S$ 39 N $%%& S4 S4 + 385 ( < ' * + < 1 + ) 1 1 "@ * 1 1 , + 12 4N $%%& A ( 1 1 "@ ' 1 + C9$MD $8 $8 48+ 6 $%M + Age Groups <25 25-35 20% 18% 35-45 >45 20% 42% C9%MD + ' &9M C59MD L + Some school High school Education Levels Technical school Some university Batchelors degree 46% 1% 4% 5% Advanced Degree 3% 41% 0 T8%@ + N 1 9>M * 8%M 4%M T4%@ + 6 1 + 13 $8M 5%M Manager or Professional Non Management Employee Em ploym ent Situation Self Employed Student Unemployed 5% None of the above 1% 24% 40% 9% 21% C;&MD C9&+&MD + ) "@+ 98M "@ + * , 1 + ' C>&MD C>8MD 1 1 +' + ' + 1 14 &;M 1 A ) ( 03G , ) + * + $3M +35 = + ' * C>8MD 1 C;%MD C;;+4MD+ How concerned are you about the safety of your personal information on the internet? Not concerned 5% Extremely concerned 21% Slightly concerned 45% Quite concerned 29% 3>M + ) C49MD C58MD+ 9%M $%M . 1 / + ' C&%MD + # 1 <2E 6 + C;5MD + ) ' C&>MD + C83MD 1 $>M + 1 9%M - + # C;%MD + C&&MD 14 It should also be noted that 74% responded that they were slightly to quite concerned about the security of their personal information 15 C89+4MD1 yes I requi re a n SSL l ock i con to a ppea r on my web brows er before tra ns a cti ng wi th a n i nternet s i te. I a l wa ys check the deta i l s of a s i te's veri fi ca ti on certi fi ca te before trans a cti ng wi th a web s i te. I a l wa ys check a s i te's pri va cy s ea l before regi s teri ng my detai l s on a us i ng a web s i te. Do you general l y read the pri vacy s tatements on the web s i tes tha t you vi s i t? no don’t know 80 48 99 29 107 21 103 25 Do you ens ure tha t the l a tes t s oftwa re/s ecuri ty pa tches a re i ns ta l l ed on my PC? 21 97 Do you us e vi rus protecti on s oftwa re on your computer? 9 4 115 Do you us e a thi rd pa rty (non-mi cros oft) fi rewal l on your computer or network? 10 30 79 19 Proportion of 128 respondents ' C&4+9MD 1 9$M C 6 + ' C;;+4MD+ + D 0$G ) C38MD 1 + C95MD + 04G < ' 1 C&&MD + + 0 1 C;%+4MD + ' C&3MD + ) C5%MD+ ' + C&%MD 16 C5%MD . / Yes (true) Do you generally read the privacy statements on the web sites that you visit? No (false) 103 25 Do you generally read a web site’s privacy statement in order to trust it? 109 19 Do you read a web site's privacy statement to understand your legal rights? 100 28 102 Do you think that Privacy Statements are 'fit for purpose' and are written with you in mind? 26 46 I do not need to read a site’s privacy statement in order to trust it. 82 53 The presence of a privacy statement on a web site improves its trustworthiness. 75 15 Do you know what a privacy statement is? 113 0 20 40 60 80 100 120 Proportion of 128 respondents 05G ' 1 1 C D + # * 1 1 D ' C8>MD / + ) C 1 + C9&M * C93M D1 C5$+8M D D + ) + + 3G ) $G ) ) ( ! ! $+3G C E 1 1 D 4G 0 4+3G 4+$G 4+4G 4+5G 4+8G 4+9G B "@ 5G 5+3 5+$ 8G / 1 17 9G + ( F 1 + 03G , ) + * + ' L + 0$G ) + ) + 04G < ' 1 05G ' + 1 1 C D + # * 1 1 D + 1 1 + 18 C 1 9+ 2 ) 1 C D1 . ) +/ * + +2 1 + 2 + ) / 1 + ) B / 1 "@ B *1 + ) + / ) / * + ' C' ! D+ ) + ) / + 0 1 + ) / 1 1 + ? 1 + ) + # 1 + = 1 / + ) C 1 + ) * 1 D 1 1 1 + * + ' - + + ' C D ! 1 + , + 1 1 + ) . / + ) / + , * + ' 1 < . / + 1 + 0 . +/ ) + , 1 - 19 - + ' 1 6+ 7 1A 1 + C$%%&D ? 1 '+ 7 91 + 5%-5>+ P + 31 , 1 45 2 ' 6 1 +7 @ -, $1 2 -0 0 1 <+1 6 . + 3;3-3&$+ ? + ! E E " #$ ;S3%E 1 F+ C$%%;D ) ) % 1 $+ % E , ) 2 1 @+ 7 1= . ' 1 2 1 6+ C$%%4D ) 1 6+ C3>>>D ' 2 1 F 6 +7' 6 + 1 $%%%1 1 P + 91 (EE + '2 1 P + 1 ( )% # ) , 1 - N 1 P + $1 = + 41 + 4>-8$+ '2 1 P + 5$1 = + $1 . 1< "@', $%%$ 2 1 + 9%3-$%+ 1 $%%31 + 3%5-338+ ' ' C$%%4D1 . , 1F E + :438>51 + $>-43+ . 1 P + 3%1 = + 3 C3>>>D1 1 + C3>>&D ? 1 P + $41 = + 41 ' 1 F+1 7 ? . + + ;$>-;53+ 2 C$%%$D1 4 E2 E + :$943;1 1 F+1 @ 51 < 0 1 P + 81 + C$%%$D 1 N+ 7 1 6+ C$%%55 + E , 1 P + 851 , (< + $45-$5; # < 1 H+ C$%%4D 3 1= N (6 ? 1 + 88-;%+ $%%& 12 ' FU ) 1 <+ C3>>>D ' ! 1 +7< 1 "@+ 1 <+1 2 + $%%%1 $ 1 N+ 7 # 1 )+ C3>&%D 0 % % +N 2 F ) $ 1= 1 $%%&1 12 1 8N 3% 1 1 3% 12 1 ?+ C$%%%D ) ) *' 1 F+ 7 # + ;3-&5+ ' 1 $ - 2 1 ?+ C3>>>D ' 5$1 , $1 + 9%-9;+ 2 & *+ 1 P + 91 = + 41 1 + 7 ' 1 '+ C$%%;D +/ 1 2 ? C$%%%D1 ) E E E + 8>-;8+ +#( 1 2+ 7 I -0 )+ C$%%3D ) 0 , 2 1 @+1 @ 1 <+1 N , + ) * + 39%-39&+ 1 2 1 P + 331 = +31 1, (EE 1 0+ C$%%%D1 ( 1 P + 3%1 = + $1 2 N + C$%%4D 1 + C$%%$D P + ;1 = + 3%1 $+ 2 ? (' , $ + >-35+ 1 . 1 1 1 1 3% F 1 ( % F 3% + E 10 1 ( + , + E< E $%%&+ 6 ) ) +7 <2 $E%13;8>135944431%%+ 1 0+ C$%%&D . + $%%&+ ! 1 1 3; 3$ # $%%51 + 8>1 $%%&+ # +F ) 1 P + 551 20 + 855-895+ V 1 2+1 W 1 , +7) + C$%%9D 8 % # 1 P + $51 = + 91 N 1 "+ C$%%9D ' ) 14 ? 0 3&+ 1P 1 + C$%%8D , 0 ' ! , , 1 C$%%&D 1 %& 0 ' 3;;+ 1 2+ 7 6 0 , 1 '+ C3>>&D ( 2 0 1 F+1 = 12 , N 1 <+ 7 < @ -6 , A +1 ) / , 1 1 , + 1 #+ 7 2 + E -F 1 F+ C$%%$D ) 1 P + 3%$1 = + >1 + 9 1 F+1 2 ) 1 ,= 1 1N - - E + 1 2'( , , - - + 33+ 1 < 2 43 + 354- 1 P + 9+ + ) E + . ' ; ' # 12 ? . : $%%&+ 1 P + 541 '2 1 . +/ +/ % 1 1 . +N + $$-5$+ ' 1 , 1 N % +7' 12 1 P+ C$%%;D ) 1 , ) ' # C' % 1 P + 431 = + 81 ? #, X $%%%D1 ) 1 4 1 1< + ;4-&%+ # 1, + 993-9&3+ 7 + 8%4-83$+ 1 + C3>>85 . + ;%>-;45+ 2 +' 1, N 1 P+ 7 @ 1 2+ C$%%$D * ; ? '), = I ) ? '?201 P + 341 = + 41 ) ! + 445-48>+ + C$%%5D1 , 3% +# 1N . 1 + C$%%9D $ ;1 + 5&9-5>4+ 1 . 4 1 <+ C$%%$D ) 1 +72 ' E - -I 1 )+1 C$%%;D ) + 3>-44+ 1 P + 351 = + $1 @ E 1 P + &1 = + 331 + &%-&8+ + C$%%%D ) 1 '+ C$%%%D ' 0 ' + + 6 3>>; % + 1 <+ 7 1 '+ 7 1 P + $81 , 1 ?+1 F 1 N+ 7 1 P + $%1 = + 41 ? 1N , ) + 3$&-> . 1 +1 + &3-&;+ 1 N+1 ' 1 ### " - +7F 2 F < 7 N (EE 1 + C$%%3D . 1 P + 91 = +31 + ;8->3+ +1 = P" ; , 6 1 #+ 7 = 1 + C$%%5D ) # '2 1 P + 5;1 = + 31 + 3%&-334+ ' ( 2 (EE 1 ?+1 7 # 1 + C3>;;D , 1 P + 441 = + 41 6 1 2 ) ; 1 0+1 < 7 6 2 1 + C3>>>D ( '2 1 P + 5$1 = + 51 1 0+ 7 0 ) 1 )+ 7 1 P + 43 = + 31 6 2 . 16 1 6 1 @+ C$%%8D + * + ;4->9+ N 1 +1 # P + 541 = + 3$1 " 1 $%%&+ C3>>>D1 '(! ! #0 9 ; $%%% F # + 5%9-5$4+ 2 + &3-&;+ 1 P + 3&1 = +41 21 + 38-$>+ # . < 5 '+ 7 = <+ C$%%4D . 1 P + $31 = + 31 + 8-38+ + !1 F+ C$%%8D ( = , = ) 1) +# 1< +/ 1 P + 9>1 A 1 + C$%%;D ) 2 2 C3>>;D 0 + E + =+ 7 6 ! $ < , < 3% 1 ,+1 C$%%8D . ) 1N 1 P + $41 , 1 ?+ 7 ) ? 1 =+1 6 ? 1N ? +1 F 1 P + 5;1 , $ I 1 + C$%%3D ) ' D 3>&51 1 P+ C$%%8D (EE + $%%&+ + . 1 ) + 4&&-4>&+ * * 1$ 1N 1 1 2 ) $ 1 F+ C$%%%D (EE + + ( 6 "' 1 ?) ) E + 1 + C$%%5D $ + 99-;$+ (2 % + !') 7 E + 1 1 P + 341 , E - ! E + . ! 22 + 3% 51 + 5>-83+ 1 + E45%&8;1 4 $%%&+ 72 ) < % 38 ' 1, 9 + 93-;5+ " 1 % : 1 ( < + % ) ? + ;%-;3+ ' E5%888:3$%&$93&9; ' (EE # 1 #+ C$%%3D ) % 1 P + 81 = + $1 + 41 < ' 16 1, , +2 + 5%1 < E# $ ) . . 1 F"2'" ? E F"2'" Y? E6 # + C$%%55 ' 1 , $%%&1 1 )+ 7 ) 2 1) % ' 1 P + 331 = + 81 < 1 F+ C -0 + + 44>-9$+ 1 + C$%%5D ) $ ' 1 P + 351 = + 31 + 5&-8;+ 1 @+ C$%%4D ) ' #$ 1 ,+ C3>>%D1 8 % 31 % ! / .9 2 + 4$&-45>+ + $54-$9$+ 1. ' E3&;4E95&;E .$ ' 1 <+ C$%%$D $1 + +1 7 ' 1 F+ 7 0 3% 41 1 ?+1 2 1 + C$%%8D 6 2 ' 1 P + 4>1 = + $1 = 1 . % 1 , E E, ,< E' + 7 + 4&4-4&>+ 81 1 N+ C$%%4D ' 7 1 2+ C$%%$D $ < - + , + $$3-$48+ 1 P + 9$1 = + 41 !1 N+ C$%%;D ? N 2 + 4+ ( < / ) 1 P + $81 , < (EE ! $%%&1 ' * # 2 $%%31 +1 6 0 ' 3%%&+ 1N + . 0 1' 3E3%$>;$99+ 1 ? # > 3$ % % < , 1$ E1 1 <+ C$%%5D ) 1, 1 $%%;+ ,2, $%%;+ 4 , ( $9 - $& + $%%;1 + 3-8+ F 4 ? (EE N + (= +# 1< ' 1 <+ C$%%4D * 1 $%%9+ = + + 4>4-539+ , + 351 1 P + 3$1 = + + 31 , + 8-3;+ N 1 ) * 1 )+ 7 6 1 N+ C$%%;D 1 P + 481 = + 31 ( ) 1 N+1 . +/ N $%%;1 # 1 +1 2 1 6+ 7 ' 12 (EE 1 + C3>;8D ! # :- % 1 +7 #( # ) R 1 @+ 7 @ 1 '+ C$%%5D 1 P + 81 = + 3%1 1 1 + $$-4&+ 1 '+ C$%%;D ) + " 1) 9 # $%%;+ + E 8 . 1 + C$%%85 1 6 2)? =,2 , , ' E8;+ . ' . '?@ ) 1 P + 381 = + 4+ ) ( 23 1 $$ 1 1= +# 1& +4>$-5$%+ ( , . C# , D1 $%%&+ : I ( < ) + ' ' ) ' * 24 ' *'B # ( (EE C + + E, - 6 + $%%&D *: Q, , 7 25 Q 7 Q - ' * B ' = +3 B ' < < < F . "@ ! + + C ' ( C ! 1 ( 6 1 ( 2 E< C3% ( C . D D '1 "+ + 1 ' ! + 0 4 . / 1 ,< D+ = /1 4 D+ ) F * E3D 4 0 1 1 C 4 + " / ? + ( 1 ( + 1 1 * 1 1 4 + 6 ' E2 ( = +$ B ' ( C 1. /1 . /1 . /D * 1 + + < < C ' * E$D ( C ! 1 ( D B ! + + 1 1 1 4 + < F "@ ( ' 2 4 E< 1 ? ( ( C 1 ,< D1 '1 . / + F 1 ( 6 ' E2 ( ( + C = +4 B < < < < , F 1 C /1 . /1 /1 . /1 . + 1 ' ( ' ( N 6 * ! C + + 1 +' 2 E< ? + " + + ( C 1 ,< 1 1 D 1 ( 1 + 1 1 C % % 4 E2 ( * D+ 5 / ( 6 ' /D * E4D ( ! 1 4 F 1. 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