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Handling Malicious Email Attacks: Customer Impact Mitigation & Long-term Solutions

Dedicated internal communications team managing the issue, guiding customers to help themselves, providing timely and targeted information, and coordinating consistent internal and external communications. Long-term approach involves Telecom reviewing and enhancing processes, and educating customers on email security practices to better protect against future attacks.

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Handling Malicious Email Attacks: Customer Impact Mitigation & Long-term Solutions

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Presentation Transcript

  1. Malicious Yahoo! Xtra email attack: minimising customer impact

  2. Short term • Dedicated internal comms team managing issue • Helping customers help themselves • balancing act • timely, relevant & targeted information • managing consistent internal & external comms across multiple channels • media & social media

  3. Long term – better prepared • Telecom - reviewed learnings to enhance internal processes and customer comms • Customers – good email security practices • educating customers • email attacks are a fact of life • how to protect yourself

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