Posts tagged "Reputation & Trust"
I’ve had dozens of media requests for interviews and countless more email inquiries from people concerned about the Target data breach. At first, everyone just wanted to know details of how it happened, how big the breach was, and what they should do about it if their credit cards were at risk. Now that the initial shock of it is over, we are on to a bigger question:
How do we keep breach from negatively affecting so many Americans?
Breach will always happen. If it’s digital, it’s hackable. It’s coming to light that the Target breach may have been due to the computer access an HVAC WORKER (no, not an entire company, an individual WORKER) had to Target’s systems. While there is no guaranteed way of preventing fraud, there is a pretty reliable answer out there, and it’s been around for decades. That answer is for the US to finally catch up to more than 80 countries around the world and start using chip and PIN enabled credit cards, also known as EMV, smart cards, or microchip cards.
Self-censorship on Facebook
Do you ever delete the words you type on Facebook before you hit post?
Have you ever started to type a status update that you thought was hilarious…until you realized your boss might not appreciate your 8th-grade humor? So what’d you do? You quickly hit the delete key and watched your comment disappear forever, right? Not exactly.
What if you are ready to make a snarky comment to Greg, the upperclass jerk who stole your high school girlfriend (and is about to get a divorce, ha ha), but decide to take the high road just before hitting the “post” button and instead, wish him well on his pending journey of love (despite the fact that it’s bound to fail)?
No harm done, right? You never hit the post button, so no one ever saw it! Well, it turns out that’s not quite how it works in Facebook Land.
I got my start as an identity theft speaker. I write and speak on the importance of being vigilant about protecting yourself from identity theft and online fraud from many angles: the stress of trying to reestablish your credibility, rebuilding relationships, regaining control of your personal information, perhaps even fighting to stay out of jail as I had to do. So while I’m an identity theft speaker, my motivation is always completely human. We as humans make flawed decisions about how we fail to prepare for things like identity theft. We as humans are the ones that make the difference in fighting this crime. As it turns out, our wealth is at risk.
If you are one of the 40 million customers who have used a credit or debit card at Target stores in the United States between November 27 and December 15, you’d better start checking your accounts for fraudulent activity. Target confirmed that the data stored on the magnetic strip of cards (customer names, debit or credit card numbers, and card expiration dates) were taken, along with the three-digit security codes (CVVs) often imprinted on the backs of cards.
The type of data stolen would allow thieves to create counterfeit credit cards and, if pin numbers were intercepted, would also allow thieves to withdraw cash from ATM machines. Only in store purchases are at risk, so online shoppers need not worry.
Target spokeswoman Molly Snyder would not comment on how customers’ data were stored or encrypted prior to the attack, saying that would be part of the ongoing investigation. Target immediately notified law enforcement authorities and financial institutions, and the issue is being investigated by the Secret Service and a third-party forensics firm.
As you head into the holiday season, one of the best steps you can take to protect your bank account is to eliminate the use of your debit card. While delivering a keynote speech in Washington DC last week, someone asked me if I could name ten times when you should NOT use a debit card. I replied, “It’s a trick question because the answer is NEVER!” I seriously do feel that way, but I know there are people who either need to or prefer to use a debit card rather than a credit card or cash, so I want you to be informed about how to use it wisely.
Do you want to know how businesses can protect themselves and enhance their online reputations?
Would you like to know the answers to the following questions?
- Are businesses adequately protecting themselves online? If not, what more should they be doing?
- What is business fraud and how does it differ from consumer fraud?
- What should companies be thinking about when they get involved with social media?
- What can businesses do to monitor their online reputation?
- Should companies respond to everything negative said about them online? If not, what should they focus on?
- Should businesses be paying attention to their employees online? If so, how can they do that in an ethical way?
- What is the most important advice you would give a new business just starting to develop an online presence?
To learn the answers to these important questions, read the interview I recently did with Reputation.com.
St. Louis Manager Tony La Russa changing course mid-stream (Dilip Vishwanat / Getty Images)
During Monday night’s World Series game, Tony La Russa, the coach of the St. Louis Cardinals, failed to warm up the right-handed relief pitcher he desperately needed to face the Texas Rangers red-hot right-handed batter, Mike Napoli. Napoli, with the games announcers in complete disbelief at the oversight, took advantage of the mistake, drilling the pitch into right center field for a double. The Texas Rangers went up 4-2 and won the game.
Directly following the game, La Russa blamed the dugout phone, the bullpen coach (indirectly) and the noisy crowd for his failure to warm up the right guy. Within minutes, you could almost hear the simultaneous guffaw of the entire sports world, “It’s the phone’s fault?”. Our collective BS meters went off because in some way, we sensed he was covering something up.
Just for a minute, put yourself in the shoes of Anthony Weiner. You’ve done something exceptionally stupid, whether it’s sending sexually explicit photos of yourself to strangers you don’t even know, or another unrelated mistake. To compound the stupidity, you involve social networking – you Facebook or tweet or YouTube the act – or even simply email details of what you’ve done.
Everyone of us makes impulsively bad decisions (probably not as bad as Weiner, but bad nonetheless). Prior to the internet, you at least had a chance to recover from your past transgressions, as there wasn’t a readily accessible public record of the act unless you happened to be caught on tape (think Nixon, Rodney King, etc.). But now that pretty much every human carries either a camera or video recorder with them at all times (mobile phones), can communicate instantly with a massive audience (Facebook, Twitter, SMS, blogs), and have access to more information than exists in the Library of Congress just by pulling up Google, the equation of how you control sensitive information about yourself has changed radically. Every stranger (and even friend) is like a full service news station with video, distribution and commentary, just waiting to report on your missteps.
Here are three lessons the rest of us can take from the Anthony Weiner affair:
- Fame raises the bar. Celebrity, for all of it’s glory, puts a spotlight on your conduct. When you get paid for attracting attention, you are bound to attract unwanted attention. Unless your brand consciously involves a rebel persona (Paris Hilton, Lindsey Lohan, Dennis Rodman – in other words, the more trouble you get in, the more money you make), you will be held to a higher standard than those of us who fly under the radar. Fame has its faults. Remember when Gary Hart challenged the press to prove he wasn’t a standup guy? Now everyone who has even the most basic tech tools is an instant paparazzi.
- Mind the 3 Laws of Posting Online. When you post anything online, what you have published is most often immediately public, permanent and exploitable. You may think that you have a claim to privacy online, but you are deluding yourself. What you upload is only as private as the company or individual housing the data. Once you post, there is no “taking it back”. Weiner removed his tweets quickly, but posts, pictures and videos are backed up, re-tweeted, liked, screen captured and otherwise saved long before you can put a stop to it. Finally, as this case reinforces, what you post online can and will be used against you if it falls into the wrong hands. In Weiner’s case, the wrong hands were those of a political enemy, conservative blogger Andrew Breitbart. Because Weiner chose to make the posts public (even accidentally), Breitbart has a free pass to commit perfectly legal extortion. Before it is all over, the Democratic party will lose one of it’s brightest stars. That is probably a just result, but there is still a question about the forceful nature of the means involved.
- Admitting fault early and often. If you’ve done something wrong and it is recorded online, “hang a lantern on it” as quickly as possible. This is a phrase that Chris Matthews used in his book on political survival, Hardball. To summarize Matthews position, if you make a mistake and it goes public, admit to it as quickly as possible, take ownership of the wrongdoing and don’t lapse into the web of lies brought on by panic. Hang a lantern on it – expose it to the light, take your lumps and move on. In the end, what will bring Weiner down will likely not be his obscene tweets or explicit photos. Rather, it will be the fact that he blatantly lied about his posts. Had he come clean immediately, he would be judged as a person who made some mistakes just like the rest of us, not as a Congressman who deliberately mislead his constituents.
And there is a larger, more important lesson in all of this. In a world where your every action is subject to capture, publication and mass distribution, it’s far easier to be a moral, upstanding, well-adjusted individual than it is to attempt to hide a dysfunctional dark side. Ultimately, a bit of restraint, discretion and even therapy will be much cheaper than living a double life.
John Sileo speaks, writes and consults professionally on information leadership: managing the exposure of personal and corporate information. His clients include the Department of Defense, Pfizer, Homeland Security and Blue Cross. Learn more at www.ThinkLikeASpy.com or contact him directly on 1.800.258.8076. Expose yourself wisely.
For six years I have done almost nothing professionally but study and speak on phenomenons that drive companies out of business or otherwise destroy their reputation. In the process, I have discovered what I consider to be an under-recognized and highly powerful maxim that remains relatively untapped both by people (especially leaders), and by businesses. We talk about it, but we rarely take an active role in improving it.
Reputation gets you what you want.
I know this because I have seen countless people’s reputation destroyed by identity theft (including mine when I was thought to be a criminal) and hundreds of businesses’ reputations wrecked because of data breach, social networking over-exposure or reputation hijacking. I know this because I’ve worked as a reputation management partner to companies that aggressively manage what the world thinks of them from an offensive perspective – they cultivate it long in advance of any attack.