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Data Breaches and the Social Web


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Presentation to the World Conference on Disaster Management June 2012

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Data Breaches and the Social Web

  1. 1. Social Web + Data Breaches = Reputation Risk Boyd Neil National Practice Leader Social Media and Digital Communications June 28, 2012
  2. 2. 3 The Social Web Changes Crisis Communications Permanently6/28/2012
  3. 3. ‘There won’t be a significant event in the future thatwon’t involve public participation… Social media(is) the sociological equivalent of climate change.’ Retired Admiral Thad Allen
  4. 4. 5 New voices Two-way channels Providing organizationsempowered through creating opportunities with means to directly digital challenging for dialogue yet to be touch most important traditional media fully exploited audiences primacy Reputation & risk Mobile technologies management models moving us into new impacted: speed, areas still not fully transparency, understood inaccuracy
  5. 5. 6 A New Frontier for Risk: Data Breaches6/28/2012
  6. 6. 86/28/2012
  7. 7. 19 The Social Web Loves Data Breaches6/28/2012
  8. 8. 206/28/2012
  9. 9. Graphic Credit . . .
  10. 10. 25“[Brands suffering data leaks] should email people, post on Twitter,Facebook and address their customers where they are - you shouldn‟thave to let people do a Google search or find out through word ofmouth.” • Alys Woodward, research director at market intelligence firm IDC Europe
  11. 11. 11 principles for managing 26data breach communication on the social web1. Use the social web dammit (and ignore the sarcasm/humour)2. Drive internally for timely notification (1-2 hours)3. Provide interim security advice („change password immediately‟)4. Be transparent about the scope and consequences of the data breach (when known)
  12. 12. 11 principles for managing 27data breach communication on the social web5. Coordinate internal protocols for multi-platform communications (Twitter, Facebook, YouTube, etc.)6. Use #hashtags related to incident so your info. is there in frame used to share news (Twitter/Facebook7. Use multiple media formats (visuals + video + text) . . . facilitates sharing
  13. 13. 11 principles for managing 28data breach communication on the social web8. Amplify through paid/promoted tweets/Facebook posts9. Reply to social web dialogue + questions with „confident humility‟10. Commit to fixing your firewall and/or internal security processes11. Get ready now for the social web part of the hack dammit
  14. 14. 29Sources: brand/4002126.article,2817,2394743,00.asp infographic/