when you interact with a service online or by phone there may be software in action that mediates how you experience the service: by sorting you. Live in a high income postcode? Get routed to a sales person more quickly than if your IP address makes you look as if you come from a less promising area. On record as an awkward customer or "time-waster"? Then wait in the queue.
n the UK, a reported 22% of children and young people claim to have been the target of cyberbullying making this one of the most important new areas of behaviour to understand and to equip schools, carers and young people with the ability to respond.