2019-034- Tracy Maleeff, empathy as a service, derbycon discussion

Podcast Interview (Youtube): https://youtu.be/4tdJwBMh3ow

Tracy Maleeff (pronounced like may-leaf) - https://twitter.com/InfoSecSherpa

https://medium.com/@InfoSecSherpa

https://nuzzel.com/InfoSecSherpa 

 

 

Python secure coding class - November 2nd / 5 Saturdays @nxvl Teaching

https://www.eventbrite.com/e/secure-python-coding-with-nicolas-valcarcel-registration-72804597511

 

 

Derbycon Talk: https://www.youtube.com/watch?v=KILlp4KMIPA 

 

Plugs:

Nuzzel newsletter: https://nuzzel.com/infosecsherpa

OSINT-y Goodness blog: https://medium.com/@infosecsherpa 

 

Tomato pie: 

https://www.eater.com/2016/8/19/12525602/tomato-pie-philadelphia-new-jersey

 

Infosec is a service industry job (gasp!)

 

Customer service is an attitude, not department

 

Reference Interview:https://en.wikipedia.org/wiki/Reference_interview

Approachability

    Does your org make it easy to contact you?

    What is your tone of writing?    What does your outgoing communication look like?

    Reign in your attitude, language, etc…

 

“I am using an online translator” (great idea!)

What is your department’s reputation?

    Create an assessment of your department…

 

“I didn’t know there was humans in security?” --

       

Interest

    Be interested in solving the problem.

    Make interaction a ‘safe space’

        No judging, mocking

    LOL, “EE Cummings”

        https://poets.org/poem/amores-i

Listening

    Pay attention to what the end user doesn’t say.

    Don’t interrupt the end user

   

   

Interviewing

    Repeat back what the user said or asked

    Tone: Ask clarification questions, not accusatory questions

   

Searching

    Did security fail the user?

Answering

    Teachable moments

        Building trust/relationship equity

        “While you’re on the phone…”

    “Thank you for your time”

Follow-Up

    Think of ways to create a culture of security

    Create canned emails

    Random acts of kindness

        cyberCupcakes!!!! Or potentially small value gift cards(?)

    Kindness as currency

        Christmas cookies 

            Spreading goodwill

        building relationship equity

            Reciprocity 

        Lunch and learns

 

People can’t be educated into vaccinations, but behaviorial nudges help

    “Telling people facts won’t change behavior”

 

 

 

 

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