How Can a Psychiatric Case Ruin Your e-Business

1. How Can a Psychiatric Case Ruin Your e-Business A Synergy of Business and Medicine Authors: Milan Simic, frejzer@yahoo.com Sonja Mrvaljevic, dzerejna@yahoo.com Veljko Milutinovic, vm@etf.bg.ac.yu

2. Problem ... • What are the damages that a psycho case can create to your e-business on the Internet? • Absence from the work • Lower productivity at the work • Physical damages to the work

3. Do you really think that they can make no real harm? Computer Security Institute (Poll of 2001): • 25% (of respondents) detected system penetration from the outside. • 27% detected denial of service attacks. • 79% detected employee abuse of Internet access privileges (e.g., downloading pornography or pirated software or inappropriate use of e-mail). • 85% detected computer viruses. • 273 organizations (that were able to quantify their losses) reported the total loss of $265,589,940.

4. … A Solution • Prevent • Defend • Help these people • If you can not win against them,join them!

5. If Still Skeptic, Read This: The art of war teaches us to rely not on the likelihood of the enemy’s not coming, but on our own readiness to receive him; not on the chance of his not attacking, but rather on the fact that we have made our position unassaible Sun Zi, VI B.C.

6. The Internet • Internet traffic doubling every three or four months • By 2004, the Internet use will grow to over 700M users • The growth chart is of S-type

7. Year 2000 Male 52,7% Female 47,3% Age 0-17 19,1% 18-24 11,3% 25-34 19,1% 35-44 23,0% 45-54 17,2% 55-65 6,7% 65+ 3,7% Education H.S.graduated 18,8% Some collage 20,9% Bachelor’s degree 25,1% Post-graduated 16,9%

8. Online Disinhibition Effects loosen up You don’t know me You can’t see me feel uninhibited Delayed reactions It’s all in my head Interaction effect express themselves more openly

9. *From Stanford University

10. *From Stanford University

11. *From Stanford University

12. *From Stanford University

13. Psychology • A scientific approach to understanding mind and behaviors • Investigate questions about why we think and behave the way we do • Develop a distinctive set of valuable skills • Observation, • Critical analysis, • Oral and written communication.

14. Mental Health and Mental Illness • Mental health is a state of successful performance of mental function, fulfilling relationships with other people, and the ability to adapt, to change,and to cope with adversity. • Mental illness health conditions that are characterized by alterations in thinking, mood, or behavior (or some combination thereof)

15. Measure of Damage Measure of damage stupid but hard working hackers time stealer employees with psycho problems clueless newbies behavior

16. Clueless Newbies • user entering the environment for the first time may be confused about even the most basic aspects of the site • the most common problem is blocking • the users of Internet speak different language -Tower of Babylon problem • Possible Interventions: • clueless newbies usually don’t require disciplinary action, but rather a little help • provide some kind of assistant or help system for your e-business

17. How Should Behave the Personal Assistant on Your Site? Personalized Take Homes Humble Persona Personal assistant Free Association U.Positive Regard Universal Truisms Reflection

18. Personalized (1) Make sure the program learns the client's name and addresses. A simple little thing, but very important. When spoken to by name, the client will feel more "known" and personally connected to the computerized shrink. In fact, the more information the computer recalls about the person (age, occupation, marital status, the names of significant others, presenting complaints, etc), the better.

19. Humble Person (2) The program's persona admits its mistakes, doesn't take itself too seriously, is humble, and can even joke about its shortcomings. The program freely acknowledgesthat it is not human. . Maybe it even wishes it could be human, since humans are "wonderful creations." Everyone loves a wannabe-human machine like Star Trek's Data.

20. Unconditional Positive Regards (3) The program always values and respects the basic human worth of the client, no matter what the client says or does. While certain behaviors or traits of the person may be unbeneficial, the person as a whole is always GOOD!

21. Reflection (4) It should be able to read between the lines. For example, it should be able to remember everything the client has said about "my job" and reflect those statements back to the client. All the program has to do is remember, collate, and reflect back

22. Universal Truisms (5) Having a much better memory than any human, the program can have a large database of universal "truths" about life - aphorisms, sayings, stories. The trick is having the program know WHEN to intelligently present a truism to a client.Specific patterns in what the client says must trigger the presentation of the appropriate truism.

23. Supporting Technology • Software agents • Client side programming • JavaScript • DHTML • CSS • Java Applets • Server side programming • JSP • ASP • PHP

24. Employees with Psychiatric Problems • This kind of persons are not easy to recognize, because they usually behave normal. • 15,4% of all ill employees suffer from some kind of mental illness • They usually ask hard or unusual questions • They can make a huge damage to the company • The roots of their behavior stems from the childhood, and it’s usually some kind of trauma • Possible Interventions: • There are two types of solutions: technical and social. • Technical issues: -CCTV -spy software -hardware for movement control • Social issues: -observation

25. yes no yes no yes no yes no Get the hammer in your handsand brake everything Destruction of Company for Dummies Free donuts in the coffeeroom! Can you steel your college’s password ? Can you make your college go out without switching off computer? Can you steel yourchief’s laptop? Can you send a virus to your company?

26. Time Stealer • Time stealers have more of free time than they need, and they spend it on the Internet by asking unnecessary questions. • That’s the way they feel wanted and noticed • They have an antisocial character • They ask for attention • Possible Interventions • Try sending of POLITE e-mail message • Try to ignore them • Mute them using technology

27. Physical Relationships Cyber Relationships text yes yes hearing yes yes seeing yes yes touching yes no smelling and tasting yes no Physical vs. Cyberspace Relationships (1)

28. Physical vs. Cyberspace Relationships (2) • Advantages of Cyber Relationships • the time-stretching • distance-shortening • Advantages of Physical Relationships • touch • smell • taste • the complex integration of all the five senses • The best solution is to develop our relationships in-person and in cyberspace, taking advantage of each realm

29. E-mail Communication • E-mail communication creates a psychological space in which pairs of people interact • It is the most important, most common, and the most powerful method for communicating • Other ways progress to e-mail as a way to deepen the communication • Asynchronous interaction and interactive time can be shortened or stretched, as needed.

30. The Life Cycle of a Mailing List Every list seems to go trough the same cycle: • Initial enthusiasm • Evangelism • Growth • Community • Discomfort with diversity • Smug complacency and stagnation

31. Hacker • Someone who illegitimately brakes into the system in order to access restricted privileges or databases • Antisocial and abusive • Psychoanalytic theory would predict an underlying Oedipal striving to challenge and prove oneself better than the father • What motivates the hacker? • A sense of accomplishment,mastery, and power from doing what others can’t • impressing other users • Possible Intervention • The server can be programmed to disconnect hackers • You can make database with IP address and names of hackers You can share this information with other site owners • Pay attention on password defending • The intervention may need to be done as quick as possible

32. The Top 10 Tips For Hackers • BIND weaknesses • Vulnerable CGI • RPC • RDS security hole • Sendmail buffer overflow • Sadmind and mountd • File, information sharing • User IDs • IMAP and POP buffer overflow • Default SNMP community strings

33. broadcaster broadcaster broadcaster broadcaster broadcaster host Client host target These machines running the code that directly generates the denial of service attack. This is the machine from which a hacker coordinates attacks The machines (3-4) are under the attacker's direct control. host Denial-of-Services Deconstruction

34. Card Stealing-Hacker Attack! • In January 2000, CD Universe's server was hacked by an intruder named Maxus, who tried to extort $100,000 after copying more than 300,000 customer credit card files. The hacker then posted 25,000 of the files on the Internet (a site that has since been shut down) after the company refused to pay blackmail. The case is under investigation. • In December 2000, a hacker stole 55,000 credit card numbers from Creditcards.com, a company that serves small and midsize merchants. The hacker published the information on the Internet after an unsuccessful extortion attempt. At press time, the FBI was still investigating the case.

35. Credit Card Stealing - How They Do It? • Make Your Own Credit Card Online, anyone can download credit card account generators. • Skimming Retail and restaurant employees typically use skimmers, pocket-size battery-operated devices that cost $300 to $500, to steal customers' credit card information. • Site Cloning (or Spoofing) With this tactic, the fraudsters clone an entire site or just the pages from which you place your order. • False Merchant Sites These are usually porn sites set up solely for the purpose of capturing personal data. • Triangulation A fraudulent merchant offers an item like a video camera at a deeply discounted price.

36. The 5 Top Ways To Protect Your E-Business • Ask for a card verification value, or CVV—the three-digit number above the signature panel on the back of a credit card. • Ask customers only for information that is crucial to complete the transaction—but always verify their billing addresses. And never store payment information in a readable form on your own servers. Once the purchase is completed, delete payment information or transfer it to an offline system. • Use transaction-risk scoring software to trace historical shopping patterns and raise red flags for unusual shopping behavior. Some good bets are systems from ClearCommerce, CrediView, CyberSource, Digital Courier Technologies, HNC Software, and Mindwave Software. • Contact organizations like the Better Business Bureau Online, TRUSTe, and WebTrust to make sure your site meets their security requirements. • Limit employee access to sensitive data and payment systems.

37. Top 5 Ways To Protect Yourself • Make sure the site's security is bulletproof. • Use a separate credit card with a low limit exclusively for online shopping. • Clean out your wallet. • Order a copy of your credit report to check for fraudulent activity. • If you fall victim to identity theft—or even if you're just paranoid—slap a fraud alert on your file.

38. Our Tribe Developing of the on-line community

39. Online Groups and Communities • Groups ranging in size from a few people to thousands and millions within a "community" • Issues to think about: • leadership • communication patterns • group boundaries • cohesion • alliances • sub groupings

40. Making Cyber Community Work • Psychology • Virtual community can confuse a new user • Technology • Server administration • Server side programming • Web design

41. Nine Design Principles for Community-Building Amy Jo Kim • Define the PURPOSE of the community  • Create distinct, member-extensible GATHERING PLACES   • Create MEMBER PROFILES that evolve over time  • Promote effective LEADERSHIP  • Define a clear-yet-flexible CODE OF CONDUCT  • Organize and promote CYCLIC EVENTS  • Provide a RANGE OF ROLES that couple power w responsibility  • Facilitate member-created SUB-GROUPS   • Integrate the online environment with the REAL WORLD  

42. Purpose (1) • AudienceWho are the potential members? What are their needs? Are there sub-groups?  • MissionIs there a mission statement? Are there "external" and "internal" versions?  • Visual DesignDoes the design reinforce the purpose? Does it have a "brand personality"?   • Back StoryDoes the community have a back story? How does it get communicated among members?

43. Gathering place (2) • Places What are the  gathering places? • Map Is there an index/map that shows an overview of the different social spaces?  • Building Can members earn the ability to customize and create their environment?  • Features Can members earn access to more powerful communications features?  • Gallery/Rankings Ladder Are there places for members to showcase their relevant  talents?

44. Member profiles (3) • Barriers to Entry Are the benefits & requirements of membership communicated up front? How much info is collected when becoming a member? Can non-members get a flavor of the environment?  • Representation Can members create & edit their own profiles? Are members encouraged or reminded to update their profiles?  • History  Is there an explicit history of each member’s participation within the environment? Does the system update the profile automatically with info about the member's participation in the site?

45. Leadership (4) • Hosting Program Is there an official hosting/mentoring program? Does it have levels? Is it based on recruiting volunteers? • UberHost Is there an experienced person to guide and manage and train new hosts? Are they empowered to resolve difficult situations?  • Hosting Manual Is there a hosting manual? Is enough flexibility built into the rules to accommodate different styles of hosting?  • Tech Support  Is it clear to members how to get technical support, and what to expect?

46. Code of conduct (5) • Constitution Is there an explicit statement of member rights and responsibilities?   • Amendments Is there a process for evolving and mutating  this document?

47. Cyclic Events  (6) • Celebrations Are  there any regular daily/weekly/monthly/seasonal/yearly events to celebrate?   • Newsletter Is there a newsletter to alert members to upcoming events?  • Surveys Are there surveys (or other means) that "reflect" the scale and opinions of the community back to itself? • Contests Are there any  contests that reinforce the community's purpose?

48. Range of Roles (7) • For each of these roles, answer the following questions: • PowerWhat powers does someone within this role have within the environment?   • AccessWhat features and content do they have access to?  • ActionsWhat actions can someone take within this role?   • RepresentationIs the person explicitly "tagged" with their role? • StatusHow can members attain status within their role? • Visitors • New Member • Regulars • Docents • Leaders • Owners 

49. Sub-groups (8) • Publicity Are members encouraged to create subgroups? Are the groups publicized within the community? • Infrastructure Do members have access to features that can help set up and run a subgroup?  • Events Can members set up, run, and promote their own events and contests?

50. Integration with Real World (9) • Shared Events Does the community promote and celebrate holidays and events that reinforce community identity? • Personal Events Are there ways to acknowledge and celebrate important personal events in members lives?  • Meeting IRL Are RL meetings facilitated and encouraged? (when appropriate)