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"         Check out our Store on Teepub! https://brakesec.com/store Join us on our #Slack Channel! Send a request to @brakesec on Twitter or email [email protected] #Brakesec Store!:https://www.teepublic.com/user/bdspodcast #Spotify: https://brakesec.com/spotifyBDS #RSS: https://brakesec.com/BrakesecRSS #Youtube Channel:  http://www.youtube.com/c/BDSPodcast #iTunes Store Link: https://brakesec.com/BDSiTunes #Google Play Store: https://brakesec.com/BDS-GooglePlay Our main site:  https://brakesec.com/bdswebsite #iHeartRadio App:  https://brakesec.com/iHeartBrakesec #SoundCloud: https://brakesec.com/SoundcloudBrakesec Comments, Questions, Feedback: [email protected] Support Brakeing Down Security Podcast by using our #Paypal: https://brakesec.com/PaypalBDS OR our #Patreon https://brakesec.com/BDSPatreon #Twitter: @brakesec @boettcherpwned @bryanbrake @infosystir #Player.FM : https://brakesec.com/BDS-PlayerFM #Stitcher Network: https://brakesec.com/BrakeSecStitcher #TuneIn Radio App: https://brakesec.com/TuneInBrakesec