A TALE OF A SCARED END USER written by Justin Dempsey , NexTech
Accidents happen ; how they are handled determine the impact and long-term outcome . Our story starts with a frantic call from Emily ( names changed to protect the innocent ) late on a Thursday afternoon . Emily had followed a phishing link and given her credentials away . She was in a panic and concerned about what might happen .
I am going to pause here and talk about Emily . She is a good worker who flies under the radar . She does the right thing but is easily intimidated by those in a position of authority . She is also deathly afraid of doing the wrong thing . My interactions with her have been minimal but have always been pleasant . I don ’ t think I am an Ogre , but apparently , IT has a reputation for being scary . She is the average user in an organization . Through the interactions and working to understand the impact of the incident , I thanked Emily for letting us know and made sure she understood that it happens , and she did the right thing by contacting us as soon as possible . I walked her through the process and kept her up to speed on what we found , taking the time to explain everything she had questions about and doing what I could to put her at ease . That night , I called her to let her know everything came out clean and that because of her fast reaction , no damage was done . She was very grateful for me following up and letting her know as it allowed her to sleep easy .
Because she acted fast , we were able to get a warning out to other staff about this attack and what to look for . After that notice went out , George contacted us letting us know he too had fallen for the phish but had not thought anything of it . I shared this with Emily again thanking her for acting fast and letting us know .
At the end of the day , Emily was very grateful , and our interactions helped her get over me being an Ogre . She
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