Cyber Criminals Outsourcing Money-Collecting to Mobile Operators

From Gail Reese, Security Intelligence Analyst at Cox Enterprises through ASIS International:

Cybercrime has come a long way since it was mostly a digital form of vandalism. It has developed into a criminal business operated for financial gain and is now worth billions.

In its Community Powered Threat Report for Q3 2011, AVG focuses on some of the most notable cybercrime developments in the last quarter.

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Obama’s Own Words Diminish His Leadership

He may have the most negative leadership style since Jimmy Carter.

Here’s how he talks (From his speech to the 93rd Annual Convention, American Legion, Minneapolis, August 30, 2011.

Don’t give up!

We Americans have been through tough times before, much tougher times than these. And we didn’t just get through them, we emerged stronger than before. Not by luck. Not by chance. But because in hard times, Americans don’t quit. We don’t give up. We summon the spirit that says, when we come together, we choose to move forward together, there’s absolutely nothing we can’t achieve.”

68 words, 8 negatives. Mobilizing language is the most powerful tool any leader has. Obama has shown a consistent pattern of disabling his most significant ideas and constructive concepts with needless, negative, demotivational language.

Here’s what he should have said:

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Customer Service is Dying in America, But It Can Be Revived

When you hear companies mindlessly bloviate about their customer service, you really sense the fix is in and you’re interests, needs, concerns and problems are out . . . way out. The relentless and continuing degradation of “customer service” began accelerating about 10 years ago. There seems to be more talk about customers i.e. delighting them, surprising them, enchanting them, 110 percenting them, yet actual corporate, agency and organization behavior is delivering the opposite. Here are some of the goofiest example examples:

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Unforgettable Advice

This week’s blog post on career advice was written by Samantha Bergner, RMPR intern.

 At a recent RMPR meeting we wanted to reflect on the career advice from employers, teachers and friends that has stuck with us and how we have applied it to our professional development. Read more »

Netflix to Customers: Up Yours – Why Phony Corporate Apologies Backfire

As I read Reid Hastings’ letter to customers, in what appeared to be an apology for the price increase mess, my expectations were met immediately with disappointment, then disbelief.

Here’s a smart guy who shot a huge torpedo into the guts of his company, watched it blow up, and is still assessing the damages. So, he decides that what his departing customers need to hear, rather than an apology, is a bunch of management school gibberish that fails to answer two big questions: What were they thinking? And Do they really care anyway?

Instead of apologizing (although Hastings uses the word three times), working to mollify both the thousands who have left, and the thousands who will leave, he writes a letter that says essentially,” I love myself. I am really really smart and you should love me too. Let me count the ways for you.”

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On Lessons Learned

This week’s blog post on lessons from our past was written by Andrew Bradfish, an RMPR intern.

During a recent RMPR team meeting, a spur-of-the-moment conversation about difficult situations we’ve encountered at past jobs allowed us to reflect on lessons we’ve learned and how we apply them everyday in our jobs as public relations professionals.  Keep reading to learn more about our past lives and how we apply them to our jobs today!

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Chief Integrity Officer is Tailor Made for PR

The PR profession suffers from schizophrenia. On the one hand, PR people want to be at the table making decisions and guiding strategy with the boss in good times and bad. On the other hand, many want to serve as the guiding conscience of their organizations.

So far, the record for the profession in either arena is mixed. There have been some successes, some strikeouts, some absolute no-hitters and some MIAs. That’s because business and other leaders have lost or ignored their responsibility to build and rebuild integrity as a workplace principle — a workplace guiding force.

Legislators continue to pass laws imposing extensive compliance requirements and an ever-increasing stack of regulations, restrictions and oversight requirements, in addition to internal and self-imposed monitoring. Virtually none of these can restore public, investor, employee, customer or individual trust. Restoration of trust begins by focusing and rebuilding the most essential element of an ethical reputation: integrity.
The foundation for integrity is organizational trust.

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Overcoming the Five Counterintuitive Effects of Explosive Visibility and Their Corollaries

Whenever a business interest, product, or person is suddenly forced into the limelight, a predictable set of counter-intuitive effects occurs. These effects can be prepared for, often pre-empted or mitigated. The limelight or public visibility can be caused by positive or negative events. Managing sensational visibility depends on anticipation, planning, and preemptive, sensible counteraction:

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First Response Strategy: The Golden Hour: A Metaphor for a Successful Response

Most responses in crisis situations fail in the first hour or two. That’s because the most challenging aspect of readiness for urgent situations is the strategy for first response; literally, what you do first, second, third, etc. Problems become emergencies, crises, or disasters due to the hesitation, timidity, and confusion that occurs as the threatening nature of a situation rapidly unfolds is recognized, and management is overwhelmed.

When a crisis occurs, management has a crisis of its own.

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Murdoch "Apology" Will Only Expand His Crisis Management Problems

Mr. Murdoch is learning the most crucial axiom of crisis management: Bad news ripens badly. This decay continues with the so-called apology statement published and signed by Rupert Murdoch in British newspapers over the weekend, just in time to soften up members of Parliament, before whom he is testifying and being grilled, today.– It is vacuous,  weak, evasive, insincere, incomplete and therefore very problematic. Here it is:

 “I realize that simply apologizing is not enough,” wrote Murdoch. “Our business was founded on the idea that a free and open press should be a positive force in society. We need to live up to this. In the coming days, as we take further concrete steps to resolve these issues and make amends for the damage they have caused, you will hear more from us.”

It is not even an apology. These are personally puffing remarks designed to continue his whining, self-centered, self forgiving, and “I am really the victim here-” approach to communication. Not one word about the victims and their suffering. Not one word about his co-conspirators and fellow perpetrators. No words of contrition. The word “sorry” doesn’t appear…because he isn’t.

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