2019-034- Tracy Maleeff, empathy as a service, derbycon discussion
Published September 22, 2019
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83 min
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    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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