The importance of Digital Citizenship at Walmart 

As the pace of emerging technology accelerates, humans are seeing their digital footprints grow. Just as countries have institutions in place for defining citizenship, there are also principles, policies, behaviors and norms that define what it means to be a digital citizen. Anyone who engages in digital experiences (both passively and actively) falls into the category of a digital citizen, so what does this concept entail?

Being a digital citizen at a basic level means exercising the rights and responsibilities associated with being present in the digital world. Certainly, the usual laws apply, but we also we need to re-interpret and re-imagine societal expectations and values in these new digital spaces.

Individuals and institutions can be digital citizens. Organizations, for example, create and maintain systems supporting data privacy and security, can advance digital literacy and education, improve accessibility and implement processes to ensure the ethical use of technology. Oftentimes, as is the case with us at Walmart, these organizations put in a significant amount of work to ensure values they have in the physical space translate to the digital spaces–for customers and associates. 

For people engaging in the digital world, it is imperative to understand and use digital tools effectively and responsibly, maintain online safety and etiquette, respect digital rights and responsibilities, engage in constructive communication and of course, adhere to laws and regulations. Being a responsible digital citizen also entails evaluating how the organizations with which you engage use personal data and information–and whether your information is being used responsibly and securely.

Ensuring members of the Walmart community are informed and successful digital citizens and that we’re contributing to a positive digital environment isn’t something Walmart takes lightly. Walmart has a long history of building and maintaining trust with communities in the physical space. We are doing that work in the digital world as well. The trust our customers and associates place in us underpins everything we do. And the trust we seek to build through our responsible use of technology and data fuels our ability to innovate with new technologies and share them with customers, associates and members. 

To maintain this trust, Walmart has four Digital Trust Commitments. These are our core Walmart values, re-imagined in the ways we make these real in the digital world:

• Service: Our use of technology and data will be in service of people
• Excellence: We strive for excellence in our technology, making it simple, convenient and secure
• Integrity: We will use data responsibly and transparently and always with integrity
• Respect: Our data practices and technology will treat people fairly, with dignity and respect

Our community can see these commitments in practice through four areas of focus:

• Governance: Empowering appropriate oversight of our data and technology through accountable management
• Promoting digital trust: Shaping decisions regarding new technologies, services and data use to align with our Digital Trust Commitments
• Protecting privacy: Safeguarding the use of customer and associate information to protect confidentiality and maintain trust
• Cybersecurity: Protecting our information and digital infrastructure

One area we’ve seen this come to light is with Artificial Intelligence (AI). Our work in AI is guided by the Walmart Responsible AI Pledge, which highlights how we are and will continue to use AI responsibly and ethically in our business. While Walmart has always served its customers in a way that aligns with our core values, the AI Pledge addresses the rapid speed of innovation and Walmart’s continued focus on serving customers and members into the future. 

The pledge is centered around six commitments: transparency, security, privacy, fairness, accountability and customer-centricity. In addition, we built our own AI governance model and process so we could maintain our own culture and values and build them into our new products. 

AI is just one of the ways in which Walmart is serving our customers, members and associates through a positive digital experience. Whether it’s AI, machine learning or the next big thing in emerging technology, we know that we must stay true to the principles of digital citizenship. By doing so, we can collectively build a positive and secure digital future that benefits everyone.