Abusive Content & Privacy/Security Breaches: Best Practices for Response and Prevention


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Presented with Kelly Zalec at Managing Legal and Business Risks in Social Media, The Canadian Institute
Toronto, April 2011

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Abusive Content & Privacy/Security Breaches: Best Practices for Response and Prevention

  1. 1. Abusive Content and Privacy/Security Breaches: Best Practices for Response and Prevention Managing Legal and Business Risks in Social Media, The Canadian Institute Kelly Zalec, Rogers Communications David Elder, Stikeman Elliott April 15, 2011 Toronto
  2. 2. What is Abusive Content? <ul><li>Sexual content </li></ul><ul><li>Violent or repulsive content </li></ul><ul><li>Hateful or abusive content </li></ul><ul><li>Harmful dangerous acts </li></ul><ul><li>Infringes rights of others/violates the law </li></ul><ul><ul><li>Copyright, defamation, privacy, fraud… </li></ul></ul><ul><li>Impersonation </li></ul><ul><li>Spam, viruses, phishing </li></ul>
  3. 3. Where is abusive content displayed? <ul><li>Website or blog comments/discussion threads </li></ul><ul><li>Postings, Feeds (FB, LinkedIn, Twitter, etc.) </li></ul><ul><li>Email </li></ul><ul><li>Newsgroups, chat rooms, bulletin boards </li></ul>
  4. 4. Who posts abusive content? <ul><li>Employees </li></ul><ul><li>Competitors </li></ul><ul><li>Fraudsters </li></ul><ul><li>Customers </li></ul><ul><li>Vandals, Crazies </li></ul>
  5. 5. Why should you care? <ul><li>Brand and reputational damage – customer alienation </li></ul><ul><li>Loss of IP rights </li></ul><ul><li>Lose focus and utility of social media initiative </li></ul><ul><li>Civil liability </li></ul><ul><li>Criminal liability </li></ul>
  6. 6. Consequences & Liabilities <ul><li>Privacy/data breach </li></ul><ul><ul><li>Notification requirements </li></ul></ul><ul><ul><li>Complaint, injunction, public shaming, damages </li></ul></ul><ul><ul><li>Breach of contract </li></ul></ul><ul><li>Defamation, intellectual property infringement </li></ul><ul><li>Child pornography, hate propaganda, deceptive marketing practices, etc. </li></ul><ul><li>Insurance increasingly available </li></ul>
  7. 7. Who ya gonna call? <ul><li>Police </li></ul><ul><li>Cybertip.ca </li></ul><ul><li>Copyright owner/collective </li></ul><ul><li>Trademark owner </li></ul><ul><li>ISP or social net provider </li></ul><ul><li>Your lawyer… </li></ul><ul><li>Act quickly… </li></ul>
  8. 8. What happens next <ul><li>Preserve “evidence”; move off public thread – but don’t delete! </li></ul><ul><li>Preservation, production requirements for child porn on “Internet service providers” </li></ul><ul><li>Preservation, production orders and requests on TSPs re spam </li></ul>
  9. 9. Who was that masked man? <ul><li>Anonymous, pseudonymous, falsified posts common </li></ul><ul><li>Prevention: registration/moderation </li></ul><ul><li>Investigation: seek Norwich order to reveal identity </li></ul>
  10. 10. The “Norwich” Order <ul><li>Pre-action discovery mechanism </li></ul><ul><li>Compels a third party to provide info </li></ul><ul><li>5 Elements to be established: </li></ul><ul><ul><li>Valid bona fide claim </li></ul></ul><ul><ul><li>Third party somehow involved </li></ul></ul><ul><ul><li>3rd party only practical source </li></ul></ul><ul><ul><li>Balance of convenience </li></ul></ul><ul><ul><li>Interests of justice </li></ul></ul>
  11. 11. Action Plan <ul><li>Follow the policies and protocols you have already established within your organization (see prevention techniques/best practices) </li></ul><ul><li>Act promptly </li></ul><ul><li>Be transparent </li></ul><ul><li>Be honest </li></ul><ul><li>Be conversational, personal and direct </li></ul>
  12. 12. Best Practices & Prevention <ul><li>Consider the value/purpose of social media to your business </li></ul><ul><li>Don’t start with the tool (we MUST be on Twitter because everyone else is) but rather the goal (we want to help customers understand our product/service) </li></ul>
  13. 13. Best Practices & Prevention <ul><li>Develop appropriate social media policies and protocols </li></ul><ul><li>Provide training </li></ul><ul><li>Plan for the worst and expect the best </li></ul>
  14. 14. Best Practices & Prevention <ul><li>Review the guidelines (if any) of the 3rd party tools/platforms you are using Provide training </li></ul><ul><li>Hire someone to oversee the organization’s social media presence </li></ul><ul><li>Make sure this person/team is connected to the rest of the key stakeholders within the organization (PR, Legal, Marketing, Senior Leadership etc.) </li></ul>
  15. 15. Best Practices & Prevention <ul><li>Control the brand message to the extent possible </li></ul><ul><li>Consider pre-moderating content on your own forums/pages </li></ul><ul><li>Monitor how your brand is discussed on 3rd party blogs/forums </li></ul><ul><li>Communicate with bloggers (i.e. pitch them with the right information or clarify by responding to inaccurate posts) </li></ul>
  16. 16. QUESTIONS & ANSWERS David Elder [email_address] Kelly Zalec [email_address]