social media risks (updated feb 2017)

Title Of Presentation (Verdana font size 28, bold)

Social Media Risks Why they matter to organizations

Presenter:Jeffrey YeoCertified Enterprisewide Risk ManagerBusiness Continuity Certified Expert

Advisory Board Member (Asia-Pacific region)Strategic Risk Asia Magazine

Judging Panel2017 Asia Pacific Strategic Risk Management Award Strategic Risk AsiaAll Rights Reserved @ Jeffrey Yeo

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What is Social Media ?All Rights Reserved @ Jeffrey Yeo

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If the 19th century is the era of Industrial Revolution,

20th century the Age of Technology,

it is certainly not inappropriate to refer 21st century as the Age of Social Media.

Social Media in many ways revolutionized not only how information, ideas, pictures and videos are being communicated but also the velocity of their transmission.

Before we understand what social media risk is, the question is what is Social Media?

Why is it so critical in todays context that it is shaping the landscapes of the 21st century?

All Rights Reserved @ Jeffrey Yeo

4Social media, unlike traditional media (newspapers, magazines), empowers the audience (i.e. receivers of information) to not only receive information, but also to participate in the creation of information.

Social media encompasses social networking tools such as Facebook, Twitter, LinkedIn, Instagram aimed at sharing information, ideas and audio-visuals among social network members.

These social networking tools, besides enabling information-sharing, also affords interaction among network members.

With the advancement of mobile technology, social media applications are now easily accessible anywhere, anytime.

They can come in the forms of either websites or APPsAll Rights Reserved @ Jeffrey Yeo

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1. A profile, usually with a photo, a short bio and some personal info

2. Ability to connect with others. `friending',' following and `tagging people, places and groups3. Ability to share info with a large network be that with your group of friends or a post visible to others.4. Ability to comment on info posted to the network by yourself or others.Social Media 4 characteristics All Rights Reserved @ Jeffrey Yeo

6Are these considered as Social Media ?

They are instant messaging and communications Apps.

You can only have or initiate communications (message, voice or video) with those on your contact lists only and NOT with other users who have similar Apps.

NO. They are NOT.All Rights Reserved @ Jeffrey Yeo

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Social Media explained- Chilli Crab

I Like chilli crab

I am eating chilli crab

Watch me eating chilli crab

My chilli crab albums

My photo of chilli crab

I am achilli crab specialist

Recipe for a great chilli crab dish

My thoughts on chilli crabAll Rights Reserved @ Jeffrey Yeo

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Why is Social Media an attractive communication platform ?All Rights Reserved @ Jeffrey Yeo

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FLOODING IN SINGAPORE - 2012All Rights Reserved @ Jeffrey Yeo

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FLOODING IN SINGAPORE.5 Sept 2013


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LT Projector caught fire Oct 2012(Where: NUS)

Student caught sitting in an unsightly manner(Where: Obvious isnt it?)All Rights Reserved @ Jeffrey Yeo

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http://www.slideshare.net/dgpazegovzpi/natalie-pang-you-tube-and-the-lirAll Rights Reserved @ Jeffrey Yeo

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14Social Media1. Facilitates open communication, leading to enhanced information discovery and delivery.2. Allows individuals to discuss ideas, post news, ask questions and share links.3. Able to reach out to wide spectrum of audiences4. Interactive and real time1. Opens up the possibility for hackers to commit fraud and launch spam and virus attacks.2. Increases the risk of people falling prey to online scams that seem genuine, resulting in data or identity theft.3. Negative or Derogatory comments turning viral4. Proliferation of ideologies which can result in threats to national security


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Global Digital report 2017All Rights Reserved @ Jeffrey Yeo

16More than three in four Singaporeans now use social media, up 22 per cent from last year 2016, with 800,000 new users joining.

Again, this growth, ranked 10th in the world, was more than the global average of 21 per cent, with Saudi Arabia topping the list at 73 per cent.

Active Social Media Users: 4.4mTotal population: 5.74m76.7%

Global Digital report 2017Global Digital report 2017All Rights Reserved @ Jeffrey Yeo

17Legal / Regulatory

ReputationOperational/FinancialSecurity(Physical and Cyber)Social Media Risk categoriesAll Rights Reserved @ Jeffrey Yeo

6. Offensive, derogatory comments about race, religion, gender, politics and any other topics that will strain the social fabric of the society.181. If you post things on Social Media that are NOT verified and proven to be untrue subsequently and most importantly tarnishes their reputation at the onset, you can be sued for libel2. If you post materials that are copyrighted by others without their permission, they have grounds to sue you.3. Disclosure of other individual(s) personal details without their expressed consenta. Full Name, NRIC or passport numberb. Photograph or video image c. Mobile telephone numberd. Residential Address4. Cyber bullying and Harassment5. Breach of Non Disclosure Agreement (NDA) contract with organisations through unwarranted disclosure of information online.

Legal / RegulatoryAll Rights Reserved @ Jeffrey Yeo

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2015

2012

1. NTUChas fired an assistant director (Amy Cheong) who posted a racist comment on her Facebook page.2. She had put up a public status on her personal Facebook timeline, complaining about a Malay wedding that was being held at a void deck near her home. Among other things, she related Malay weddings to high divorce rates, and asked how society could allow people to get married for 50 bucks, peppering her post with vulgarities.

1.The Disciplinary action by the National University of Singapore (NUS) was taken against a Chinese student on MOE scholarship who created a furore last month when he posted offensive remarks about Singaporeans online. 2 .The student Sun Xu was slapped with a $3,000 fine and had his final semester scholarship benefits terminated

1. Ello Ed Mundsel Bello, a filipino nurse at Tan Tock Seng Hospital was terminated by his employer following internal investigations into a series of social media posts which were deemed offensive. 2. He was subsequently sentenced to 4 months jail for seditious posts

TimelineReputationAll Rights Reserved @ Jeffrey Yeo

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200820142016

NUS Orientation Camps Saga

Timeline

ReputationAll Rights Reserved @ Jeffrey Yeo

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NUS Orientation Camps Saga(Media Highlights)Reputation


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Reputation


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Security (Physical)All Rights Reserved @ Jeffrey Yeo

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Security (Physical)All Rights Reserved @ Jeffrey Yeo

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The most worrying aspect is NOT about them using Social Media to reach out to audiences.

It is the fact that they are SO EFFECTIVE in using them to reach out to audiencesAll Rights Reserved @ Jeffrey Yeo

27Security (Cyber)


28Operational/Financial1. Staffs and Employees spending too much time on social media during working hours hence affecting their productivity.2. Governance and monitoring of compliance to social media policy by staffs and students.3. Stock and share prices can be impacted by negative comments or false information made viral on social media.1. Flight QF32 from Singapore to Sydney, Australia on Nov 4, 2010http://www.smh.com.au/business/qantas-shares-dive-then-recover-after-crash-scare-20101104-17f7l.html2. Official Twitter account of the Associated Press hacked on Apr 23, 2013

At 1:08pm, the Dow began a perilous but short-lived nosedive. It dropped about 150 points, from 14697.15 to 14548.58, before stabilizing at 1:10 p.m., when news that the tweet had been erroneous began to spread. By 1:13 p.m., the level had returned to 14690. During those three minutes, the "fake tweet erased $136 billion in equity market value," Their shares tumbled by more than 5 per centAll Rights Reserved @ Jeffrey Yeo

29Social Media Recipe to mitigate its risks1. A robust Social Media Policy 2. Awareness and Training (empowerment NOT control)

3. A Crisis Management Plan


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http://www.ntu.edu.sg/Freshmen/CodeofConduct/Pages/Student-Code-of-Conduct.aspx


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http://www.ntu.edu.sg/SAO/Pages/AGeneralGuidetotheLawonInternetPostings.aspxAll Rights Reserved @ Jeffrey Yeo

32https://ts.ntu.edu.sg/sites/policyportal/v1/documents/CorporateCommunicationsAndEvents/Social%20Media%20Policy%20and%20Guidelines.pdf


33INTERNATIONAL BEST PRACTICES AND GUIDELINES ON OFFICIAL SOCIAL MEDIA ACCOUNTSINTERNATIONAL BEST PRACTICES AND GUIDELINES ON PERSONAL USE OF SOCIAL MEDIA

1. Posts should be professional and respectful in tone and in good taste.2. Do not post anything that may be in breach of copyright, is seditious, defamatory, racist and/or inflammatory in nature.3. Ensure accuracy of the post. Always verify the acts before posting.4. Monitor the online conversations on your social networks and respond in a timely manner,5. Evaluate whether to respond if the comments are inflammatory.6. Adhere to copyright laws and regulations.1. You are personally responsible for the contents posted or shared. 2. You should not disclose confidential information relating to work or your University employment.3. You should not engage in activities that might bring the University into disrepute.4. Any inappropriate or defamatory remarks or confidential information posted could be subject to legal action.5. Social media sites must not be used for accessing or sharing illegal content.6. Social media sites should not be used to attack, abuse or criticise your colleagues or students.All Rights Reserved @ Jeffrey Yeo




351. Social Media is here to stay, and for a long time. So are its risks.

2. There is no way to totally eradicate the risks that Social Media brings but rather what institutions can do to reduce the probability of such risks from becoming a reality.

Good Habits and Best Practices

Training and AwarenessA Good CULTUREAll Rights Reserved @ Jeffrey Yeo

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The Dodg-gy identity of the driver who knocked down Yang-YangAll Rights Reserved @ Jeffrey Yeo

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1. For a start, crisis is defined as an incident that has a high impact and has either already occurred or has a high likelihood of occurring.An "incident" must be operational.Putting it simply, something must have been disrupted.It may be a disruption in Information Technology services, or business processes - or both.The 'management' of an 'incident' focuses on determining the impacts of the disruption, developing a strategy for response, and managing the recovery of impacted systems or processes - and coordinating the efforts of Recovery Teams charged with carrying out that strategy.

Incident Management starts when the 'disruption' is reported, and ceases when operations have returned to their original state2. A 'crisis' may be as a result of an 'incident' - but not necessarily. A crisis could be a result of rumours, product defects, adverse publicity, negative social media activities, or actions of employees, distributors or suppliers which reflect poorly upon the organization.https://ebrp.net/incident-management-crisis-management-very-different-often-confused/Nonetheless, an incident that is poorly managed will inevitably upgrade to a Crisis.


In this era of mobile social networking, information creation and dissemination (especially dubious or negative ones) is accelerated by the technical affordances of social media tools (e.g. high-speed internet connection through WIFI, sharing and comments functions).

An incident does not need to hit the mainstream media to get the attention of people!As such, a poorly managed incident on social networking sites may upgrade to a crisis.1. Is your Crisis management Plan in placed?2. Is it tested and able to give reasonable assurance that it is effective?40


411. In the world of social media, there is no DELETE functionONLY PRINT SCREEN!2. THINK before you post. Be street smart on social media just as in real life!All Rights Reserved @ Jeffrey Yeo

42THANK [email protected]
