Two reports came out last week about seemingly different topics altogether, representing opposite ends of the customer service/data protection dial. TheNextWeb featured a blog post from a web developer whose Twitter handle, @N, was extorted from him when a hacker took over the victim’s web domains by fooling the company’s customer service agents through social engineering. Meanwhile, an ex-Transportation Security Agency employee wrote a tell-all in Politico called, “Dear America, I Saw You Naked: And yes, we were laughing.” The former case exemplified lax security protocol, while the latter exemplified too much security. Seen through the lens of risk management, privacy controls and customer service would seem to be at odds with each other. This Privacy Perspectives post looks at both issues to see what role transparency can play in tuning this balance appropriately.
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