Professional Documents
Culture Documents
……and Beyond
20th Annual
Computer Security Applications Conference
December 6, 2004
Tucson, Arizona
Kelley Bogart 1
Melissa Guenther
'The methods that will most effectively minimize
the ability of intruders to compromise
information security are comprehensive user
training and education. Enacting policies and
procedures simply won't suffice. Even with
oversight the policies and procedures may not
be effective: my access to Motorola, Nokia,
ATT, Sun depended upon the willingness of
people to bypass policies and procedures that
were in place for years before I compromised
them successfully.'
Kevin Mitnick
2
'The Coming Third Wave of Internet Attacks: The first wave
of attacks targeted the physical electronics. The second
wave - syntactic attacks - targets the network's
operating logic. The coming third wave of attacks -
semantic attacks - will target data and it's meaning. This
includes fake press releases, false rumors, manipulated
databases. The most severe semantic attacks will be
against automatic systems, such as intelligent agents,
remote-control devices, etc., that rigidly accept input
and have limited ability to evaluate. Semantic attacks are
much harder to defend against because they target
meaning rather than software flaws. They play on
security flaws in people, not in systems.
Always remember:
Amateurs hack systems, professionals hack people.'
Bruce Schneier
3
Introductions
A complimentary team approach
• Ms. Kelley Bogart (University of Arizona for the University's Business Continuity and Information
Security Office as the Information Security Coordinator.
– Initial work was dedicated to policy and best practices related to Business Continuity and
Information Security topics.
– Last two years have been dedicated to developing and implementing a Campus Security
Awareness Campaign.
– Received international recognition.
– Appointed Co-Chair of the EDUCAUSE Security Awareness Task Force, which is a international
group that focuses on IT issues and solutions specific to academia. And works directly with the
National Cyber Security Alliance with regard to Security Awareness.
– Recently she is working on a partnership agreement with Arizona Homeland Security to use
UA's Awareness Campaign for a Statewide Awareness Campaign Initiative.
• Ms. Melissa Guenther – Advisor to Phoenix InfraGard and Security Awareness Consultant
– Assists teams in creating blueprints and designing interventions for change, primarily in the
Security Awareness area.
– Clients include Texaco, U of A, Manitoba Information Protection Centre and Public Service of
New Mexico.
– Over 20 years of culture Change Management and Training experience, providing a strong base
for proven results.
– Requested presenter at various security conferences, such as SANS, CSI, and the Arizona
Chapter of High Technology Crime Investigation Association (ACHICIA), both nationally and
internationally.
– Created the plan and blueprint for the University of Arizona's Security Awareness campaign, and
assisted in the implementation.
4
Introduction to Our Work
• If the result of this workshop gives voice to some of your
own experiences, or provides new ideas that contribute to
your success, then we have succeeded.
7
Framework 1
• Identify program scope
• Goals and objectives
• Identify training staff and identify target
audiences
• Motivate management and employees
• Administer the program
• Maintain the program
• Evaluate the program
» NIST (1995, 1998)
8
Framework 2
• Plan
• Design
• Implement
• Evaluate
• Continuous Improvement
» M. Guenther, LLC.
9
Awareness Program Overview
Aims of the Program Program methods and tools
Intranet website
Start Up Communication methods
Environmental scan “Branding”
Policies and procedures
Technical review
Program Management
Culture Survey
Stakeholder analysis Governance
Regulatory compliance Management
Plan and major activities
Overall structure Measuring the program
Project Phases
Resources and Skills Cost benefit analysis
Budget and Costs Program costs
Project communication Business benefits
Project documentation Conclusion
Target Audience Groups
Management and Monitoring
References
Maintenance and transition
12
Washington State anthropologist John Bodley
defines culture as "shared, learned values,
ideals, and behavior — a way of life."
13
Changing Behaviors
14
Changing Behaviors
15
Changing Behaviors
Important note:
Don’t wait until
Security Awareness Program P&P’s are done to
Purposes start awareness!!
Integrate Define
Feedback Activities
Implement
Elicit
Employees
Model 1 - The Security Awareness Program Flow
18
Another Step …
19
Involvement
Host special events
Look for “teachable moments”
Develop security “champions”
Leverage a “negative event”
Use the “Grapevine”
20
PLANNING
Plato
21
Strategic Planning
Step 1: Where are we now?
(Situation Assessment)
Step 2. Where do we want to be?
(Strategic Direction)
Step 3 - How do we plan to get
there? (Implementation Planning)
Step 4 - How will we monitor
progress? (Monitoring)
22
Compelling Issues
25
Danger Signs
• Unclear who is responsible for what.
• Belief that everything is ok, “we are in good shape”
• Belief that rule compliance is enough for security (If
we’re in compliance – we’re ok)
• No tolerance for whistle-blowers
– “culture of silence”
• Problems experienced from other locations not
applied as “lessons learned”
• Lessons that are learned are not built into the
system
• Defects / errors became acceptable
• Security is subordinate to production
• Emergency procedures for severe events is lacking
26
Danger Signs
• Policies and Procedures are confusing, complex and “hard
to find”.
• Security resources and techniques are available but not
used.
• Organizational barriers prevent effective communication.
• There are undefined responsibility, authority, and
accountability for security.
– Security belonged to “IT”
• The acceptance of defects / errors becomes
Institutionalized.
– Because nothing has happened (or we are unaware of
what has happened), we’re ok.
• Culture is resilient, hard to change, and will revert to old
habits if not steered by leadership.
27
What is Culture?
• Social Culture - Our beliefs,
philosophies,
attitudes, practices that govern how
we live.
29
Company Culture
Production Culture
vs.
Security Culture
30
What is a Production
Culture?
• Belief that only production matters.
• Whatever it takes to get the job done.
• Security performance is not
measured.
• Security performance is not part of
supervisor’s job.
31
Security Culture
• Security is not a priority - it is a
corporate Value.
• All levels of management
accountable.
• Security performance measured &
tied to compensation.
• Security integrated into all operations.
32
The Purpose Of The Program
Skill (how)
Attitude (want) Awareness
33
Motivation vs. Attitude
35
Analysis and Problem-solving
What We Looked at
People
Business
Measuring, evaluating
36
Break
37
People
Identify key relationships.
Establish rapport with students,
faculty and staff.
Become visible and available.
Develop security awareness program.
Be the person who is there to help.
Emotional/psychological management
38
Business
Understand…
Business and customer expectations
39
Strategy
Metrics/
Benchmark
Culture Communication
Regulatory
Education
Marketing
Strategic
Planning
40
Design
41
The Awareness Program
The security process is more than
the implementation of technologies
42
Scope
The scope of any Security Awareness
campaign will reach all network users,
beginning with senior department
executives working towards each and
every member of the community.
45
Needs Assessment
• Senior Management - will be expecting a sound, rational
approach to information security.
Screen saver
Giveaway
Posters s
Brochure Recognition
awards
Web site
EFFECTIVENESS
Not recommended Recommended
Highly recommended
48
Formats for Communication
• Individual meetings
• Staff meetings
• Conference calls
• E-mails
• Videoconferences
• Messages
• Faxes
• Graphics and logo
49
U of A Intranet
UA Security Awareness Campaign
Being Security Aware means you understand that there is the potential for some people to deliberately or accidentally steal,
damage, or misuse the data that is stored within our computer systems and through out our organization. Therefore, it
would be prudent to support the assets of our institution (information, physical, and personal) by trying to stop that
from happening.
Presentations
Security Awareness Presentations
• The next time you order checks, omit your first name and have only
your initials and last name put on them. If someone takes your check
book they will not know if you sign your checks with just your initials
or your first name but your bank will know how you sign your checks.
When you are writing checks to pay on your credit card accounts,
• DO NOT put the complete account number on the "For" line. Instead,
just put the last four numbers. The credit card company knows the
rest of the number and anyone who might be handling your check as
it passes through all the check processing channels won't have
access to it.
51
A Picture is Worth
a Thousand Words
54
A Coordinated Approach
Group 1
Group 2
Group 3
Presentation
Staff Meeting
Invitation
Videos and
Poster
Newspaper
article
General Monthly Current
Security Theme Issues
56
Communication and Marketing
You can never over-communicate
during times of change.
57
Why Communicate?
Public support
Demonstrating success
Explaining and persuading
Adequate resources
Public Interest/ Accountability
58
Key Questions
Who do want to talk to?
What do we want them to
understand?
How do we want to influence them?
Should we priorities or group the
audiences (market segmentation)?
Do not forget employees as key
stakeholders
59
Stakeholder Analysis
• A technique to assist in making decisions about
who to involve, and how to involve them.
• For any decision or action, a stakeholder is
anyone who is affected by, or can influence, that
decision or action.
• Rate:
– Attitude
– Influence
– Estimate
– Confidence
60
Stakeholder Analysis Template
This template is intended to help you do the stakeholder analysis necessary to any Project.
Identify your stakeholder roles, the representative(s) of each role and the type(s) of knowledge that you need from them
Bear in mind that you might choose to add additional roles and classes of knowledge. You might also have several Stakeholder Names for the same role.
For each stakeholder, identify the relevant classes of knowledge. You might need to add new classes of knowledge for your particular project.
________________________________________Classes of Knowledge
________________________________________________________________________________
Stakehold
er Role
(The job
title, Stakehold
departme er Name Necessary
nt or (The Involveme
organizati name's) of nt
on that the (Estimate
indicates responsibl of when Operation
a e and how Business Technical al Cultural
stakeholdi stakehold much Constraint Constraint Functional Look and Performan Environme Acceptanc Maintaine
ng) er(s) time) Goals s s ity Feel Usability ce Safety nt Portability Security e Legal nce Estimates
Administration
Student and Parent
Faculty and staff
Researchers
Health Care Professionals
Auditors, Campus Police and Attorneys
IT Staff
State and Local Government
Marketing Specialist
Graphics Specialist
Safety Specialist
Security Specialist
Cultural Specialists
Legal Specialists
Environmental Specialists
Maintenance Specialists
Training Staff
Project Management
Business Analysts
Standards Specialists
Public Opinion
Auditors 61
Financial specialists
Messages
E-mail and Internet use Don’t send sensitive info over the Internet
without taking precautions to secure it.
62
Getting There
Message, audience, means ….. NOT
Means, audience, message
What is best for which audience?
It is not just press, radio and TV
Spectrum, for example – Personal contact
63
Getting There
Leaflets and other publications
Exhibitions
Paid advertising
Web and “new” media - narrowcasting
Build in feedback where you can
64
Timing
• Identify fixed events in programmed
• Be aware of outside fixed events
• Be ready for the unexpected
• Be opportunistic
65
Communication
• Bi-monthly Brown Bag sessions
(training/awareness course(s)
• Monthly security awareness newsletter
• Posters
• Security awareness messages on the
intranet
• Security awareness days
• Integrate efforts with HR efforts
(orientation)
• Modeling
66
Break
67
Measurement
If we are required to assess change in
behavior by virtue of how long a person sits
in a seat……………
we are focusing on the wrong end of the
person.
68
Measuring, Evaluating
• Security is like the brakes on your car.
– Their function is to slow you down.
– But their purpose is to allow you to go
fast.
69
What do we want to measure?
What can be measured?
How can it be measured?
How do these relate to initial objectives?
Continued monitoring?
Feed into future strategies/ campaigns
70
Strategic Content Sessions
71
Security Awareness Culture Survey
Never Seldom Sometimes Often Always
or or
Rarely Almost
always
1. Insecure conditions are
corrected immediately.
2. When I see a vulnerability I
correct it immediately and report
it to a supervisor.
3. Supervisors actively look for
security vulnerabilities.
4. Supervisors face consequences
for weak security performance.
5. Management recognizes and
rewards good security efforts.
6. My supervisor lets me know if I
am working securely.
7. Supervisors regularly observe
employees to ensure they are
working securely.
8. I receive positive feedback from
my supervisor for working
securely.
9. I receive adequate training on
how to do my job securely.
10. Employees are free to bring up
security concerns without worry
for their job.
11. I regularly hear about the
importance of security from
managers.
12. Security is part of my
performance appraisal.
13. I know where I can access
security policy and procedures.
14. I understand how the security
policies and procedures relate to
the work I do.
15. I know how to report and incident
and who to report an incident to.
72
Measurement Tools
1. Distribute a survey or questionnaire seeking input from employees.
If an awareness briefing is conducted during the new-employee orientation, follow up
with the employee (after a specified time period of three to six months) and ask how
the briefing was perceived (i.e., what do they remember, what would they have liked
more information on, etc.).
2. Walk-about’s. While getting a cup of coffee in the morning, ask others in the room
about the awareness campaign. How did they like the new poster? How about the
cake and ice cream during the meeting? Remember that the objective is to heighten
the employee’s awareness and responsibilities of computer security. Thus, even if
the response is “that poster is silly,” do not fret; it was noticed and that is what is
important.
3. Track the number and type of security incidents that occur before and after
the awareness campaign. Most likely, it is a positive sign if one has an increase in
the number of reported incidents. This is an indication that users know what to do
and who to contact if they suspect a computer security breach or incident.
73
Measurement Tools
4. Conduct “spot checks” of user behavior. This may include walking
through the office checking if workstations are logged in while
unattended or if sensitive media are not adequately protected.
5. If delivering awareness material via computer-based delivery,
such as loading it on the organization’s intranet, record student
names and completion status. On a periodic basis, check to see
who has reviewed the material. One could also send a targeted
questionnaire to those who have completed the online material.
6. Have the system manager run a password-cracking program
against the employee’s passwords. If this is done, consider
running the program on a stand-alone computer and not installing it
on the network. Usually, it is not necessary or desirable to install this
type of software on one’s network server. Beware of some free
password-cracking programs available from the Internet because
they may contain malicious code that will export one’s password list
to a waiting hacker.
74
Putting metrics in
perspective – A Case Study
76
Results
Level 4
Current
COMMON PRACTICE
Level 3
INTEGRATION
Level 2
ACKNOWLEDGMENT Start
Level 1
COMPLACENCY
79
Highlights of Before and
After Results
Security Questions and Problems
AUP
Security Awareness Training
Perceived Value of Security
Stewardship in Projects
Best Practice
80
Security Awareness
Education Plan
Learning Management Newsletter
System Measurement and
Security Intranet website evaluation
Traditional Classroom Events
Training Best Security Practices
User Agreement Screen Savers
Videos Education
Brochures Posters
Exercises “How To” Guides
81
Security Awareness Content
Attitude
Knowledge Skill
(Want to do
(What to do) (How to do)
and Why)
83
Program Elements
Accelerated Learning
• A positive learning environment
• Total learner involvement
• Appeals to all learning styles
• Collaboration among learners
• Learning in context
• Facilitation vs. Training
84
SA Tools
• http://security.arizona.edu/awareness.html
• http://www.iwar.org.uk/comsec/resources/sa-tools/
• http://www.neocomm.com.au/
85
Lessons Learned
86
Lessons Learned: 1
The security awareness
leadership position is not a
technical role.
Rather, it is a program manager
role.
The role must be comfortable as a
program manager, and must be
able to know when to put on the
technical hat.
87
Lessons Learned: 2
Security awareness is not a natural
thought process for everyone.
Sometimes you don’t know what
you don’t know.
You must plant/grow the seeds of
awareness, and illustrate the
relevance of security to all roles.
88
Lessons Learned: 3
• A commitment to security implies
investment primarily in a security
leadership position itself.
• The investment needn’t involve
spending money on technology.
Invest in the human resource first.
89
Lessons Learned: 4
While security and privacy are
important to most people, we tend
to be uncomfortable talking about
security weaknesses.
The role must de-mystify security
and steward creation of appropriate
settings and processes to discuss
security issues.
90
Lessons Learned: 5
Security is on everyone’s mind, but
not everyone understands how to
apply security in the context of their
work.
This is sometimes perpetuated from
areas inside the organization.
Ability to articulate and quantify risk
and cost of consequence is an
essential element of gaining a
motivated audience.
91
Lessons Learned: 6
• The “starter” key relationships are:
Legal Counsel
Human Resources
External Affairs
Executive Team
Risk Management
Audit
92
Lessons Learned: 7
Over-prescription creates little gain
in security at the expense of
willingness and cooperation from
customers.
Security is a “living thing”, not a one-
time project.
Find ways to attract and retain all
stakeholders in security discussions
and activities.
93
Lessons Learned: 8
Few security answers are binary.
The vast majority of answers are
analog.
The ability to discriminate which
situations require a binary answer,
and which require more a more
introspective analog answer, is
essential.
94
Lessons Learned: 9
Measurement is essential to
illustrate value and costs, and to
underwrite future success.
Keep track of what you do.
Tabulate.
Quantify.
Report.
Share (with discretion)
95
Security is Like Quality
"You can't buy security. It's not a product. It's a
mindset and a never-ending process. To succeed,
security must permeate every aspect of our business.
It's not just the responsibility of the executive and
management team; every employee must have a
tenacious commitment to it.
“Security is intangible, but it's not ethereal. It's difficult
to quantify, but its results are absolutely measurable.
"How much does security cost? Nothing. It's free when
everyone is committed to it.“
Andrew Briney
96
Lessons Learned: 10
97
We End Where We Began
• If the result of this workshop gives voice to some of
your own experiences, or provides new ideas that
contribute to your success, then we have succeeded.
98
Conclusion
Organizations don’t change. People change.
And then people change organizations.