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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