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Home > Brakeing Down Security Podcast > 2019-034- Tracy Maleeff, empathy as a service, derbycon discussion


	Podcast:		Brakeing Down Security Podcast
	Episode:		2019-034- Tracy Maleeff, empathy as a service, derbycon discussion
	Category:		Technology
	Duration:		01:23:46
	Publish Date:		2019-09-22 15:12:56
	Description:		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 bds.podcast@gmail.com #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: bds.podcast@gmail.com 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
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