Podcast Interview (Youtube): https://youtu.be/4tdJwBMh3ow
Tracy Maleeff (pronounced like may-leaf) - https://twitter.com/InfoSecSherpa
Python secure coding class - November 2nd / 5 Saturdays @nxvl Teaching
Derbycon Talk: https://www.youtube.com/watch?v=KILlp4KMIPA
Nuzzel newsletter: https://nuzzel.com/infosecsherpa
OSINT-y Goodness blog: https://medium.com/@infosecsherpa
Infosec is a service industry job (gasp!)
Customer service is an attitude, not department
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?” --
Be interested in solving the problem.
Make interaction a ‘safe space’
No judging, mocking
LOL, “EE Cummings”
Pay attention to what the end user doesn’t say.
Don’t interrupt the end user
Repeat back what the user said or asked
Tone: Ask clarification questions, not accusatory questions
Did security fail the user?
Building trust/relationship equity
“While you’re on the phone…”
“Thank you for your time”
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
building relationship equity
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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