Phishing emails and training users


One of the frequently proposed ideas for reducing bank fraud is to train customers to identify and ignore phishing emails. The problem with this approach is that the criminals sending such emails quickly adapt to circumvent the advice given to customers, as can be seen in this quiz.

Even worse is that the emails sent by banks often resemble phishing attempts, and sometimes directly violate the advice given to customers. With this “do as I say, not as I do” approach, it is no surprise that customers regularly fall for the scams. In fact, sometimes a legitimate email look so fake that the bank's own security staff think it's a phish.

And it's not just banks which are slipping up. I received an email from Paypal, asking users to “click here and enter your password” despite the warning on the same page: “PayPal will never ask you to enter your password in an email”. What can customers be reasonably expected to do, given this type of training? I simply closed my account.

Email is a valuable sales channel for banks, and marketing teams evidently have not being willing to sacrifice it, despite the (justified) concerns of the security departments. This fact, coupled with the weak authentication schemes currently deployed, makes life for fraudsters easy. Paypal have tried one alternative approach – a two-factor token – but these are still vulnerable to attack. Strong security solutions, accepted both by customers and marketing, are needed to mitigate the large damages from fraud we see today.


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