You could be a #PEBKAC or #Code18 without yourself knowing. According to a Microsoft Services poll, PEBKAC is the cause of most computer problems. Problems with software or hardware turned out to be less of an issue. Verizon’s 2015 Data Breach Investigations Report revealed that 90% of security incidents are caused by PEBKAC errors. In a report by the Privacy and Data Protection team at BakerHostetler, PEBKAC was responsible for the majority of the security incident cases the law firm worked in 2014. In most of these cases, those responsible for the problems do not know they are the PEBKAC. Hardly surprising. Because the cause of PEBKAC is sometimes a result of ignorance, but mostly a result of arrogance: thinking that the fault lies somewhere else but not me. Confucius says: #知之为知之，不知为不知，是知也。It is wise to hold what you know and admit what you don't know. The value of self-reflection cannot be overemphasised. So what is PEBKAC or Code 18? You may have guessed it. PEBKAC means Problem Exists Between Keyboard and Chair, while Code 18 refers to an error caused by the object 18 inches from the screen. Sometimes you may come across these other codes used by tech support to mean the same thing: EEOC (Equipment Exceeds Operator Capabilities) and ID-10T (need I explain?).
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Keeping up with current communication #trends is crucial for #SMEs to remain relevant in the #digital age. In order to do so, it is key to identify your target audience and choose the right communication platforms specific to their persona. It was great to have El Lee from Addmodus Consulting today at our webinar - Thank you for your valuable insight.
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el lee reposted this
In today's new media age where information is readily available and shared online, effective communication goes a long way in building trust for your brand. The way in which companies communicate with their markets can make or break consumer confidence. Join us on 20th July, 3pm - 5pm, to unpack strategies that businesses can adopt to effectively enhance communication with their audience. Sign up via: https://bit.ly/comms20jul
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Are holding statements issued after a crisis becoming pointless? Are people now perceiving them as “for show only”? Are they just an attempt by the company to look good, while in reality the issue or incident is not addressed properly, and the problem ignored? I had a good exchange with the audience after my presentation on #CrisisCommunication at the UOB-SMU Asian Enterprise Institute – SME Development Series yesterday. Indeed, issuing holding statements should not be the only response by a company involved in a crisis. Affected parties, customers, stakeholders and often the general public expect a company to fulfil its responsibility to rectify an issue, fully investigate an incident, hold those responsible accountable and review its processes to prevent similar incidents from happening again. #HoldingStatements still play an effective role in preventing or limiting the spread of misinformation. They enable the company to own, lead and shape the narrative, making the company the official source of information while leaving little room for speculation and rumours. It reflects a well organised company that is in control of the situation. Saying nothing at all or communicating too late in a crisis often fuels suspicion and breeds distrust. No response is a bad response.
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As an SME, how would you approach retrenchment? How do you ensure that the process is conducted responsibly and thoughtfully, with empathy for the situation of all those affected? On top of this, what do you say and do when it hits the fan? How can you better respond to a crisis, communicate the right messages and avoid saying the wrong things? Come join us this Friday as our speakers from el lee, RHT Group of Companies and Eugene Chua, Elitez & Associates & Associates share with us their knowledge on the above. Sign up here! https://lnkd.in/gqmFNqi #continuouslearning #smesupport #strategy #learning #sme
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RHT Communications and Investor Relations Director el lee will be speaking on the second session of the Responsible Retrenchment & Crisis Management: “What do you say and do when it hits the fan?” The talk is part of the SME Development Series, organised by the UOB-SMU Asian Enterprise Institute. For more information, please visit https://lnkd.in/g_awa2g To sign up for the talk, click here: https://lnkd.in/gqmFNqi #RHTGOC #RHTComms #RHT2021 #crisiscommunications #crisismanagement
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“The crises that companies will face in the future will mostly be cybersecurity related; companies need to redraw their crisis response plans accordingly.” That was my closing remark during a webinar on The Evolution of Responding to Data Breaches held two weeks ago. Just recently, we heard that a third-party file-sharing system used by Singtel has been hacked and customer information may have been compromised. The Cyber Security Agency of Singapore (CSA) has also highlighted the increasing number of cybersecurity-related incidents, notably those involving malware. To ensure business continuity and to protect corporate reputation, companies need to take proactive steps to prevent and prepare for potential cybersecurity incidents. Besides conducting risk assessment, gap analysis and even attack simulation, companies should also update their crisis communication plan to include a response for cybersecurity incidents. It is better to develop and document a clearly defined incident response procedure before a crisis hits than to panic when a crisis strikes. Are you prepared?
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“If a data security issue happens to a B2B company, i.e. the matter is ‘non-public’, should the company still make a public announcement?” I was asked this question during yesterday's webinar on The Evolution of Responding to Data Breaches. Consider this scenario: A company, whether B2B or B2C, is alerted of a #databreach, and its customers have not noticed or been informed. As the matter is not known to the public, the company thinks that it is better to stay silent. But, what if…? What if the media finds out? Perhaps through a disgruntled staff member? What if a customer finds out and shares the breach on social media or alerts the media? Leaks to the public and the media are always possible. When that happens, the company is forced to react and explain why it was not upfront. If the company was transparent from the start, it can own and shape the narrative instead of letting the media and the public drive a likely negative conversation. Being upfront makes a company appear honest, organised and in control of recovery efforts, setting an easier path to regain customers’ trust and rebuild its reputation. Silence is not always golden. El Lee Director, RHT Communications & Investor Relations #RHTGOC #RHTComms #RHT2021
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