The opinions expressed in this editorial are those of the author and do not necessarily reflect those of Decima Reports. The Federal Court of Appeal is to be commended for its decision in the long-running Mathew Englander case. As the first PIPEDA case to be heard at such a high level, the principles set down by the court are encouraging. Strong privacy protection will apparently be the watchwords for the court moving forward, and other organizations – in telecom or not – have been put on notice to ensure that customers are given reasonable notice of how their personal information will be used, and an explicit choice to opt out.  The Englander decision is obviously interesting in its own right, and has enormous implications for Canadian business in the information age.  But, we’re also interested in some of the less sexy fallout from the case. It’s intriguing that the Englander case was being argued even as a group of Vancouver residents were also fighting TELUS over their right to get a full phone book for the city, not just one of five more geographically narrow collections (NL, July 20/04). TELUS, in this case, wasn’t the one to make the decision since they – like other telcos – now outsource the publication of their directories.  The fact is that in this day and age of fierce competition brought about by technological change, telcos are outsourcing anything that doesn’t fit within their core competencies, and third-party companies can make profitable use of directories that the phone companies themselves couldn’t.  Given the trouble that TELUS has seen with its directories, both of the use made of them by third-parties, perhaps without customers’ explicit consent - and the trouble TELUS has seen flow from its subcontractor Verizon Information Services’ decision to reduce the amount of information a single subscriber gets, it’s only a matter of time before directories become a major consumer issue.  Striking the right balance between satisfying user demands for as much information as possible with the need to protect privacy will be difficult to pull off. The lowly phone book, it seems, remains a perplexing problem for industry, and an excellent example of how much more work remains to be done to adapt old business models to new technologies.