• Lack of consumer confidence in the Internet as users:

- skills, understanding
- security
- product quality

• Lack of consumer confidence in the values - many Internet concerns about:

- privacy
- content, eg pornography
- uses eg chat rooms
- unwanted emails

• Lack of available information to consumers:

- in own languages
- guidance on the rights

The nature of the Internet, its domination by English language, its unrestricted freedom of expression

• Need to involve all the players ie policy makers, users, business useful synergies
  
• Consumer interests, coming together of consumer organisations
  
• Education and entertainment, the learning opportunities offered by the creative uses of the medium

• Harmful / illegal content

- EU work to develop a European standard of platform for Internet content selection with active leadership by the Commission rather than relying on a self-regulatory model. Reasoning behind this, that the main business actors are US based and will reflect expose US rather than European / international values

- Exploration of advise : guidance on interactive use by minors eg chat rooms, not simply on site visits

• Consumer empowerment

- Recognition of the importance of language in opening access to ordinary consumers

- Emphasis on education and training particularly using the strengths of the multimedia environment

- Accountability to consumers for consumer protection purposes