April 9, 2023

Boyd Neil

National Practice Leader

Social Media and Digital Communications

boyd.neil@hkstrategies.com

Social Web + Data Breaches = Reputation Risk

04/09/2023

3

The Social Web Changes Crisis Communications Permanently

‘There won’t be a significant event in the future that won’t involve public participation… Social media (is) the sociological equivalent of climate change.’

Retired Admiral Thad Allen

5

New voices empowered

through digital challenging

traditional media primacy

Two-way channels creating

opportunities for dialogue yet to be

fully exploited

Providing organizations with means to directly

touch most important audiences

Reputation & risk management

models impacted: speed,

transparency, inaccuracy

Mobile technologies

moving us into new areas still not fully

understood

04/09/2023

6

A New Frontier for Risk:Data Breaches

04/09/2023

8

04/09/2023

19

The Social Web Loves Data Breaches

04/09/2023

20

Graphic Credit . . . http://gapingvoidgallery.com/

25

“[Brands suffering data leaks] should email people, post on Twitter, Facebook and address their customers where they are - you shouldn’t have to let people do a Google search or find out through word of mouth.”

• Alys Woodward, research director at market intelligence firm IDC Europe

26

1. Use the social web dammit (and ignore the sarcasm/humour)

2. Drive internally for timely notification (1-2 hours)

3. Provide interim security advice (‘change password immediately’)

4. Be transparent about the scope and consequences of the data breach (when known)

11 principles for managing data breach communication

on the social web

27

5. Coordinate internal protocols for multi-platform communications (Twitter, Facebook, YouTube, etc.)

6. Use #hashtags related to incident so your info. is there in frame used to share news (Twitter/Facebook

7. Use multiple media formats (visuals + video + text) . . . facilitates sharing

11 principles for managing data breach communication

on the social web

28

8. Amplify through paid/promoted tweets/Facebook posts

9. Reply to social web dialogue + questions with ‘confident humility’

10. Commit to fixing your firewall and/or internal security processes

11. Get ready now for the social web part of the hack dammit

11 principles for managing data breach communication

on the social web

04/09/2023

29

Sources:

http://www.marketingweek.co.uk/news/linkedins-slow-reaction-to-data-leaks-hits-brand/4002126.article

http://www.cloudhance.com/how-data-breaches-happen/

http://www.pcmag.com/article2/0,2817,2394743,00.asp

http://www.focus.com/fyi/high-profile-data-breaches/

http://www.backgroundcheck.org/state-of-it-security/

http://siliconangle.com/blog/2011/06/26/the-largest-data-breaches-of-all-time-infographic/

http://www.infographs.org/2012/02/the-high-cost-of-a-data-breach-infographic/#

http://paranoid-security.blogspot.ca/

http://www.youtube.com/watch?v=xyIxFhQ_g5g