social web + data breaches = reputation risk

April 12, 2023

Boyd Neil

National Practice Leader

Social Media and Digital Communications

boyd.neil@hkstrategies.com

Social Web + Data Breaches = Reputation Risk

‘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

4

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

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

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“[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

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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)

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

Ten principles for managing data breach communication on

the social web

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

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

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

9. Commit to fixing your firewall

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

Ten principles for managing data breach communication on

the social web

04/12/2023

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Sources:

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