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Twitter 103 Trolls, Malware and Spam

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Your account is set up. But trolls, malware and spam may lead to missteps that damage your reputation. Most of your experience online can be positive, but chance favors the prepared tweeter. Here are some tips that may help.

Twitter 103 Trolls, Malware and Spam

  1. 1. Twitter 103 Trolls, Malware & Spam A Tutorial for Oncologists Matthew Katz, MD May 2014
  2. 2. Overview  Trolls  Definition  Types  How to respond  Malware & Spam  Definitions  Magnitude  How to minimize it
  3. 3. Troll  Wikipedia: “Creation of any content that targets anther person.”  Mostly intentional, but in healthcare there are new variants that may be unintentional
  4. 4. Who is a troll? Troublemaking Ridicules Objectionable content Lying Lead astray
  5. 5. Reality Check  Trolls are not people who disagree with you  Expect debate on Twitter  Be open to being wrong  When conversations get heated and emotional, show respect so you aren’t considered the troll
  6. 6. Troll Types in Social Media  “Calling Out” Troll*  Taunts you about your achievements, position  Mainly affects self-promoters  “Public Shaming” Troll*  Keeps pestering you, repeated tweets  May alternate between email, tweet, FB post  May try to make you look unresponsive  “Freeloader” Troll*  People following others to obtain free materials * Mitch Joel, TwistImage.com, http://bit.ly/1iNVm3C
  7. 7. The 5 R’s of Responding to Trolls  Read, then walk around the block  Trolls love emotional reactions  Respectfully ask for them to clarify  Give benefit of the doubt since it’s only 140 characters  Reserve and humility are key  Neutralize, de-escalate the hostile tone  Redirect topic after making your point  Indicate you have moved on  Reject baiting if troll persists  Don’t give trolls the attention they crave
  8. 8. “Help Me Doctor”  Patient/caregiver  Request for medical advice  May share symptoms, problems  May want treatment recommendations  Complain about actual real-life providers  Request for medical assistance  Money for tests, medical procedures or medication  Public support for raising awareness without full disclosure, information
  9. 9. “Help Me Doctor”  Different types  Honest (unintentional)  Fake (intentional)  Don’t believe you can tell the difference!  Contacting you  Public tweet or DM  Email or LinkedIn, Facebook message
  10. 10. Troll or not?  Reasonable to consider trying to get medical advice “objectionable”  Not good medical practice  Patient/caregiver may not know that, though  Assume it’s someone truly in need  Even if it ends up being someone who’s baiting you, you’ll be judged by how you treat that person  Empathy and professional
  11. 11. Handling “Help Me Doctor”  Expressing sympathy is fine  Identify the boundary  “Sorry, I can’t address that for you”  “That sounds like something to discuss with your doctor”  If the issue is pertinent to your field:  “Twitter isn’t the place for direct medical care. Call my office to make an appointment.”  Direct to Cancer.net to find doctor near him/her http://www.cancer.net/find-cancer-doctor
  12. 12. For Persistent Trolls
  13. 13. Block or Report?  Block is more appropriate for trolls  Caveat: You won’t see what they say about you anymore  Generally recommend ignoring, unfollowing if applicable  If it’s on a topic you care about, consider checking in on them instead  Don’t follow; lends credence to true trolls  Report is more for spam
  14. 14. Malware and Spam  Malware = “malicious software”  Access private information  Disrupt computer/website  Mostly for financial gain  Spam = unsolicited messages for advertising, other messages Source: Wikipedia Malware: http://bit.ly/Sqjlva Spam: http://bit.ly/1kD6uxe
  15. 15. Malware in 2014  Breaches and malware may cost $491B from malware in pirated software alone  1.2 B hours spent dealing with malware from pirated software  On Twitter and other platforms, fraudulent accounts can be sold to be used for malware or spam Source: IDC/NUS, http://bit.ly/RfAXJj UC Berkeley, http://bit.ly/1mtodNa
  16. 16. Mobile = computers Source: Cisco Systems, http://bit.ly/1ig9xZp Forbes.com, http://onforb.es/1msRrY0 Android = 70-97% of malware
  17. 17. Social Spam  0.5% of all social content is spam  355% increase in 1st half of 2013  Facebook+YouTube for 99% of content  15% provide link/URL to spam, porn or malware Source: Nexgate, http://bit.ly/1msQcbs
  18. 18. Twitter Spam  May use bit.ly or tinyurl.com shortlinks to mask the URL  Twitter banned such links in Direct Messages (DM) in October 2013  Social [ro]bots can autoreply to certain tweet content to share spam with you
  19. 19. A Hint: Account Activity Source: Nexgate, http://bit.ly/1msQcbs
  20. 20. Beware of friends, too  Your account, or those of your friends/followers may be taken over  Spam may also come from legitimate accounts  If you notice it happen, notify the person with a DM  If no response, open message in case spammer has disabled notifications or deleted the DM
  21. 21. Ways to Avoid Malware & Spam  Strong password  Follow with care  No autofollow (using 3rd party apps)  Minimize 3rd party software linked to Twitter  Don’t share your email on Twitter openly (DM only)  Don’t click on links from folks you don’t know Source: Social Media Examiner, http://bit.ly/1g1E9xU eHow.com, http://bit.ly/Q4NKgv
  22. 22. For Spammers: Block & Report
  23. 23. Summary  Trolls will test you  Medical professionalism = take the high road  Protect your brand from malware and spam  Strong password  Value = quality not number of followers  Limit 3rd party apps to essentials  Look before you click
  24. 24. Questions?  Contact me  Twitter @subatomicdoc  Website http://www.subatomicdoc.com/social-media.html