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人言可畏,這四招讓企業(yè)遠(yuǎn)離謠言

LISA KAPLAN
2021-03-21

網(wǎng)絡(luò)上的虛假宣傳將危及公司的信譽(yù)、員工安全和財(cái)務(wù)安全。

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圖片來(lái)源:DKOSIG —— 蓋蒂圖片社

再過(guò)幾個(gè)月,我們就會(huì)深刻體會(huì)到兩個(gè)重要事件的影響,一是1月6日由虛假信息引發(fā)的美國(guó)國(guó)會(huì)大廈暴亂,另外一件則是最近網(wǎng)絡(luò)監(jiān)控軟件SolarWinds Orion遭遇網(wǎng)絡(luò)攻擊。這款軟件被美國(guó)政府部門(mén)和民營(yíng)機(jī)構(gòu)廣泛使用。

這兩件事凸顯出同一個(gè)可怕的問(wèn)題:互聯(lián)網(wǎng)在新冠疫情和大選有關(guān)的虛假宣傳背后推波助瀾,用信息來(lái)吸引用戶(hù)這種手段,不僅有效,而且“有毒”。同樣的虛假宣傳策略曾經(jīng)被用于對(duì)付各大品牌和行業(yè),從制藥公司到在線零售商都難以幸免。

指控一家公司違約的虛假說(shuō)法或者針對(duì)公司經(jīng)營(yíng)活動(dòng)的陰謀論,比如指控一名員工參與暴亂,這些言論會(huì)產(chǎn)生連鎖反應(yīng),讓股東感到焦慮,客戶(hù)感到緊張,最終會(huì)對(duì)品牌的信譽(yù)和利潤(rùn)造成危害。

所有組織都不能再對(duì)這個(gè)問(wèn)題無(wú)動(dòng)于衷,坐等最好的結(jié)果出現(xiàn)了。

我曾經(jīng)在公共和私營(yíng)部門(mén)從事打擊虛假信息的行動(dòng),因此我可以用我的親身經(jīng)歷告訴你,網(wǎng)絡(luò)上的虛假宣傳,無(wú)論短期還是長(zhǎng)期傳播,都會(huì)造成毀滅性的影響。網(wǎng)絡(luò)上的虛假宣傳如果得不到解決,它們會(huì)在線下產(chǎn)生影響,危害公司的信譽(yù)、員工安全和財(cái)務(wù)安全。

想要了解這種威脅的嚴(yán)重性,不妨看看美國(guó)家具和家居裝飾用品電子商務(wù)公司W(wǎng)ayfair的遭遇。這家公司最近成為一個(gè)廣為流傳的陰謀論的目標(biāo)。早在7月份,有一位匿名的QAnon陰謀論者無(wú)中生有地指控該公司從事販賣(mài)兒童的買(mǎi)賣(mài),通過(guò)其工業(yè)櫥柜運(yùn)輸和出售兒童。結(jié)果導(dǎo)致該公司信譽(yù)遭受重創(chuàng),QAnon用戶(hù)試圖做空該公司的股票,而且Wayfair CEO尼拉吉·沙阿本人也遭到人身攻擊。

幾年前,美國(guó)全國(guó)橄欖球聯(lián)盟(National Football League)發(fā)現(xiàn),在“單膝下跪”抗議活動(dòng)期間,自己處在了虛假宣傳的中心。在抗議活動(dòng)期間,有多位球員在演唱國(guó)歌時(shí)單膝跪地,希望引起人們關(guān)注警察暴力對(duì)待黑人事件。有不法分子曾利用全國(guó)橄欖球聯(lián)盟及其四分衛(wèi)科林·卡佩尼克的品牌知名度,試圖放大雙方陣營(yíng)圍繞這場(chǎng)運(yùn)動(dòng)的激烈爭(zhēng)論,希望通過(guò)社交媒體操縱策略,實(shí)現(xiàn)進(jìn)一步分化美國(guó)的目的。

就在本文發(fā)表的時(shí)候,輝瑞、莫德納尤其是強(qiáng)生等制藥公司,正在應(yīng)對(duì)與新冠疫苗有關(guān)的虛假宣傳。四處傳播的謠言試圖讓民眾懷疑疫苗的效果,對(duì)安全接種疫苗的說(shuō)法產(chǎn)生質(zhì)疑。(事實(shí)上,這三款疫苗既安全又有效,只要有機(jī)會(huì)就應(yīng)該接種它們。)

沒(méi)有人應(yīng)該獨(dú)自應(yīng)對(duì)這個(gè)挑戰(zhàn)。我們必須團(tuán)結(jié)起來(lái)對(duì)抗日益洶涌的虛假宣傳,防止我們的民眾和企業(yè)被蒙蔽而忽略了事實(shí)和真相。信息交流和分享經(jīng)驗(yàn)教訓(xùn)是關(guān)鍵。我們必須集體行動(dòng),免受這個(gè)日益嚴(yán)重的威脅所帶來(lái)的負(fù)面影響。

公司可以并且必須未雨綢繆,采取以下措施有效化解有針對(duì)性的虛假宣傳:

漏洞評(píng)估

公司必須了解自身存在的漏洞以及他們要面對(duì)的威脅,才能制定出數(shù)據(jù)驅(qū)動(dòng)策略,監(jiān)測(cè)和減少虛假信息和錯(cuò)誤信息傳播的情況。一個(gè)品牌可能因?yàn)榕c一個(gè)國(guó)家關(guān)系密切或代表了一個(gè)國(guó)家而遭到其他國(guó)家的攻擊,或者有競(jìng)爭(zhēng)對(duì)手聘請(qǐng)以牟利為目的的虛假信息傳播者,直接對(duì)品牌發(fā)起攻擊,無(wú)論如何,公司最終損失的都是利潤(rùn)和客戶(hù)。

但了解自身存在的漏洞只能說(shuō)成功了一半。公司通過(guò)掌握的數(shù)據(jù)能夠了解如何提高品牌知名度和直接解決威脅,就能在21世紀(jì)不可避免的數(shù)字博弈游戲中輕松應(yīng)對(duì)。

提前行動(dòng),快速反應(yīng)

虛假信息和不實(shí)言論只要幾分鐘就能傳遍數(shù)字網(wǎng)絡(luò),根本不需要幾個(gè)月時(shí)間來(lái)發(fā)酵。網(wǎng)絡(luò)上虛假信息的傳播速度比真相快六倍。你根本沒(méi)有時(shí)間做出反應(yīng);你必須利用那些能夠讓你抓住主動(dòng)權(quán)的信息。

除了品牌監(jiān)測(cè)以外,公司還需要投入資源,了解他們?cè)诰W(wǎng)絡(luò)傳播領(lǐng)域所面對(duì)的數(shù)字威脅。不實(shí)言論和陰謀論正越來(lái)越多地出現(xiàn)在品牌宣傳平臺(tái)以外的地方,這一結(jié)論的主要依據(jù)是Twitter數(shù)據(jù)。隨著現(xiàn)在越來(lái)越多用戶(hù)因?yàn)樾麚P(yáng)暴力和陰謀論內(nèi)容被主流平臺(tái)刪除,我們看到了它們向邊緣平臺(tái)轉(zhuǎn)移的大趨勢(shì);而在這些平臺(tái)上的虛假信息經(jīng)常會(huì)轉(zhuǎn)移到主流信息渠道。

公司必須在謠言開(kāi)始傳播之前,提早采取行動(dòng),盡早發(fā)現(xiàn)謠言,并通過(guò)減緩策略直接解除威脅,比如運(yùn)用法律手段或傳播方案等。如果一家公司無(wú)法在內(nèi)部解決威脅,他們應(yīng)該向其他公司尋求協(xié)助。

讓員工做好充分準(zhǔn)備

虛假宣傳會(huì)從根本上改變?nèi)藗儗?duì)于公司及其品牌的認(rèn)識(shí),影響公司內(nèi)的所有人——客服中心需要巧妙回答客戶(hù)對(duì)于不實(shí)言論的咨詢(xún),公司管理層應(yīng)該盡量確定哪些供應(yīng)商可能對(duì)公司的供應(yīng)鏈帶來(lái)最大風(fēng)險(xiǎn)。向員工講解虛假宣傳或錯(cuò)誤信息的警示信號(hào),為什么應(yīng)對(duì)虛假宣傳至關(guān)重要以及如何應(yīng)對(duì)等,能夠讓公司更有彈性地應(yīng)對(duì)有針對(duì)性的謠言、不實(shí)言論或陰謀論。這樣做還能讓員工自愿參與到與這種不法行為的斗爭(zhēng)中去。

做好周全準(zhǔn)備

雖然你可能無(wú)法阻止針對(duì)公司的虛假宣傳,但你可以通過(guò)周全的準(zhǔn)備減輕由此產(chǎn)生的后果。盡早果斷采取行動(dòng)對(duì)于控制威脅至關(guān)重要,因此,公司必須擁有經(jīng)過(guò)檢驗(yàn)的、行之有效的響應(yīng)計(jì)劃,讓你在出現(xiàn)不實(shí)言論時(shí)能夠掌控局面。雖然并沒(méi)有一種通用的方法能夠有效應(yīng)對(duì)虛假宣傳,但公司的計(jì)劃中應(yīng)該包括下列內(nèi)容:哪些人將參與應(yīng)對(duì)威脅;應(yīng)對(duì)虛假宣傳的短期、中期和長(zhǎng)期目標(biāo)分別是什么;如何應(yīng)對(duì)以及在什么時(shí)間開(kāi)始做出響應(yīng)?每個(gè)公司的這些決策都是獨(dú)一無(wú)二的,應(yīng)該取決于公司的目標(biāo)及其風(fēng)險(xiǎn)承受能力和威脅態(tài)勢(shì)。

這些是公司可以并且應(yīng)該采取的所有措施。但對(duì)話不應(yīng)該到此結(jié)束。為了解決虛假宣傳帶來(lái)的更廣泛的威脅,我們還應(yīng)該開(kāi)始討論導(dǎo)致虛假信息傳播的結(jié)構(gòu)問(wèn)題,以及應(yīng)該由誰(shuí)來(lái)負(fù)責(zé)保證這些結(jié)構(gòu)不會(huì)受到虛假宣傳的影響。

虛假宣傳的操作者已經(jīng)把目標(biāo)瞄向了公司。我們從國(guó)會(huì)大廈沖擊事件中可以看出對(duì)虛假宣傳不加以控制可能帶來(lái)的危險(xiǎn),以及虛假宣傳對(duì)于人身安全、品牌、信息和公司利潤(rùn)的威脅。所以領(lǐng)導(dǎo)者應(yīng)該做好充分準(zhǔn)備,不要事到臨頭驚慌失措。有一點(diǎn)是不可避免的,那就是相關(guān)信息會(huì)被外國(guó)政府所利用,并出售給不法分子,比如SolarWinds黑客攻擊事件的幕后黑手。信息唾手可得的一面,會(huì)加劇所有人面對(duì)虛假信息時(shí)的脆弱性。(財(cái)富中文網(wǎng))

本文作者麗莎·卡普蘭現(xiàn)任Alethea Group創(chuàng)始人兼CEO、阿貢國(guó)家實(shí)驗(yàn)室(Argonne National Lab)研究員和國(guó)家安全研究所(National Security Institute)研究員。關(guān)注她的Twitter賬號(hào)@lisackaplan。

翻譯:劉進(jìn)龍

審校:汪皓

圖片來(lái)源:DKOSIG —— 蓋蒂圖片社

再過(guò)幾個(gè)月,我們就會(huì)深刻體會(huì)到兩個(gè)重要事件的影響,一是1月6日由虛假信息引發(fā)的美國(guó)國(guó)會(huì)大廈暴亂,另外一件則是最近網(wǎng)絡(luò)監(jiān)控軟件SolarWinds Orion遭遇網(wǎng)絡(luò)攻擊。這款軟件被美國(guó)政府部門(mén)和民營(yíng)機(jī)構(gòu)廣泛使用。

這兩件事凸顯出同一個(gè)可怕的問(wèn)題:互聯(lián)網(wǎng)在新冠疫情和大選有關(guān)的虛假宣傳背后推波助瀾,用信息來(lái)吸引用戶(hù)這種手段,不僅有效,而且“有毒”。同樣的虛假宣傳策略曾經(jīng)被用于對(duì)付各大品牌和行業(yè),從制藥公司到在線零售商都難以幸免。

指控一家公司違約的虛假說(shuō)法或者針對(duì)公司經(jīng)營(yíng)活動(dòng)的陰謀論,比如指控一名員工參與暴亂,這些言論會(huì)產(chǎn)生連鎖反應(yīng),讓股東感到焦慮,客戶(hù)感到緊張,最終會(huì)對(duì)品牌的信譽(yù)和利潤(rùn)造成危害。

所有組織都不能再對(duì)這個(gè)問(wèn)題無(wú)動(dòng)于衷,坐等最好的結(jié)果出現(xiàn)了。

我曾經(jīng)在公共和私營(yíng)部門(mén)從事打擊虛假信息的行動(dòng),因此我可以用我的親身經(jīng)歷告訴你,網(wǎng)絡(luò)上的虛假宣傳,無(wú)論短期還是長(zhǎng)期傳播,都會(huì)造成毀滅性的影響。網(wǎng)絡(luò)上的虛假宣傳如果得不到解決,它們會(huì)在線下產(chǎn)生影響,危害公司的信譽(yù)、員工安全和財(cái)務(wù)安全。

想要了解這種威脅的嚴(yán)重性,不妨看看美國(guó)家具和家居裝飾用品電子商務(wù)公司W(wǎng)ayfair的遭遇。這家公司最近成為一個(gè)廣為流傳的陰謀論的目標(biāo)。早在7月份,有一位匿名的QAnon陰謀論者無(wú)中生有地指控該公司從事販賣(mài)兒童的買(mǎi)賣(mài),通過(guò)其工業(yè)櫥柜運(yùn)輸和出售兒童。結(jié)果導(dǎo)致該公司信譽(yù)遭受重創(chuàng),QAnon用戶(hù)試圖做空該公司的股票,而且Wayfair CEO尼拉吉·沙阿本人也遭到人身攻擊。

幾年前,美國(guó)全國(guó)橄欖球聯(lián)盟(National Football League)發(fā)現(xiàn),在“單膝下跪”抗議活動(dòng)期間,自己處在了虛假宣傳的中心。在抗議活動(dòng)期間,有多位球員在演唱國(guó)歌時(shí)單膝跪地,希望引起人們關(guān)注警察暴力對(duì)待黑人事件。有不法分子曾利用全國(guó)橄欖球聯(lián)盟及其四分衛(wèi)科林·卡佩尼克的品牌知名度,試圖放大雙方陣營(yíng)圍繞這場(chǎng)運(yùn)動(dòng)的激烈爭(zhēng)論,希望通過(guò)社交媒體操縱策略,實(shí)現(xiàn)進(jìn)一步分化美國(guó)的目的。

就在本文發(fā)表的時(shí)候,輝瑞、莫德納尤其是強(qiáng)生等制藥公司,正在應(yīng)對(duì)與新冠疫苗有關(guān)的虛假宣傳。四處傳播的謠言試圖讓民眾懷疑疫苗的效果,對(duì)安全接種疫苗的說(shuō)法產(chǎn)生質(zhì)疑。(事實(shí)上,這三款疫苗既安全又有效,只要有機(jī)會(huì)就應(yīng)該接種它們。)

沒(méi)有人應(yīng)該獨(dú)自應(yīng)對(duì)這個(gè)挑戰(zhàn)。我們必須團(tuán)結(jié)起來(lái)對(duì)抗日益洶涌的虛假宣傳,防止我們的民眾和企業(yè)被蒙蔽而忽略了事實(shí)和真相。信息交流和分享經(jīng)驗(yàn)教訓(xùn)是關(guān)鍵。我們必須集體行動(dòng),免受這個(gè)日益嚴(yán)重的威脅所帶來(lái)的負(fù)面影響。

公司可以并且必須未雨綢繆,采取以下措施有效化解有針對(duì)性的虛假宣傳:

漏洞評(píng)估

公司必須了解自身存在的漏洞以及他們要面對(duì)的威脅,才能制定出數(shù)據(jù)驅(qū)動(dòng)策略,監(jiān)測(cè)和減少虛假信息和錯(cuò)誤信息傳播的情況。一個(gè)品牌可能因?yàn)榕c一個(gè)國(guó)家關(guān)系密切或代表了一個(gè)國(guó)家而遭到其他國(guó)家的攻擊,或者有競(jìng)爭(zhēng)對(duì)手聘請(qǐng)以牟利為目的的虛假信息傳播者,直接對(duì)品牌發(fā)起攻擊,無(wú)論如何,公司最終損失的都是利潤(rùn)和客戶(hù)。

但了解自身存在的漏洞只能說(shuō)成功了一半。公司通過(guò)掌握的數(shù)據(jù)能夠了解如何提高品牌知名度和直接解決威脅,就能在21世紀(jì)不可避免的數(shù)字博弈游戲中輕松應(yīng)對(duì)。

提前行動(dòng),快速反應(yīng)

虛假信息和不實(shí)言論只要幾分鐘就能傳遍數(shù)字網(wǎng)絡(luò),根本不需要幾個(gè)月時(shí)間來(lái)發(fā)酵。網(wǎng)絡(luò)上虛假信息的傳播速度比真相快六倍。你根本沒(méi)有時(shí)間做出反應(yīng);你必須利用那些能夠讓你抓住主動(dòng)權(quán)的信息。

除了品牌監(jiān)測(cè)以外,公司還需要投入資源,了解他們?cè)诰W(wǎng)絡(luò)傳播領(lǐng)域所面對(duì)的數(shù)字威脅。不實(shí)言論和陰謀論正越來(lái)越多地出現(xiàn)在品牌宣傳平臺(tái)以外的地方,這一結(jié)論的主要依據(jù)是Twitter數(shù)據(jù)。隨著現(xiàn)在越來(lái)越多用戶(hù)因?yàn)樾麚P(yáng)暴力和陰謀論內(nèi)容被主流平臺(tái)刪除,我們看到了它們向邊緣平臺(tái)轉(zhuǎn)移的大趨勢(shì);而在這些平臺(tái)上的虛假信息經(jīng)常會(huì)轉(zhuǎn)移到主流信息渠道。

公司必須在謠言開(kāi)始傳播之前,提早采取行動(dòng),盡早發(fā)現(xiàn)謠言,并通過(guò)減緩策略直接解除威脅,比如運(yùn)用法律手段或傳播方案等。如果一家公司無(wú)法在內(nèi)部解決威脅,他們應(yīng)該向其他公司尋求協(xié)助。

讓員工做好充分準(zhǔn)備

虛假宣傳會(huì)從根本上改變?nèi)藗儗?duì)于公司及其品牌的認(rèn)識(shí),影響公司內(nèi)的所有人——客服中心需要巧妙回答客戶(hù)對(duì)于不實(shí)言論的咨詢(xún),公司管理層應(yīng)該盡量確定哪些供應(yīng)商可能對(duì)公司的供應(yīng)鏈帶來(lái)最大風(fēng)險(xiǎn)。向員工講解虛假宣傳或錯(cuò)誤信息的警示信號(hào),為什么應(yīng)對(duì)虛假宣傳至關(guān)重要以及如何應(yīng)對(duì)等,能夠讓公司更有彈性地應(yīng)對(duì)有針對(duì)性的謠言、不實(shí)言論或陰謀論。這樣做還能讓員工自愿參與到與這種不法行為的斗爭(zhēng)中去。

做好周全準(zhǔn)備

雖然你可能無(wú)法阻止針對(duì)公司的虛假宣傳,但你可以通過(guò)周全的準(zhǔn)備減輕由此產(chǎn)生的后果。盡早果斷采取行動(dòng)對(duì)于控制威脅至關(guān)重要,因此,公司必須擁有經(jīng)過(guò)檢驗(yàn)的、行之有效的響應(yīng)計(jì)劃,讓你在出現(xiàn)不實(shí)言論時(shí)能夠掌控局面。雖然并沒(méi)有一種通用的方法能夠有效應(yīng)對(duì)虛假宣傳,但公司的計(jì)劃中應(yīng)該包括下列內(nèi)容:哪些人將參與應(yīng)對(duì)威脅;應(yīng)對(duì)虛假宣傳的短期、中期和長(zhǎng)期目標(biāo)分別是什么;如何應(yīng)對(duì)以及在什么時(shí)間開(kāi)始做出響應(yīng)?每個(gè)公司的這些決策都是獨(dú)一無(wú)二的,應(yīng)該取決于公司的目標(biāo)及其風(fēng)險(xiǎn)承受能力和威脅態(tài)勢(shì)。

這些是公司可以并且應(yīng)該采取的所有措施。但對(duì)話不應(yīng)該到此結(jié)束。為了解決虛假宣傳帶來(lái)的更廣泛的威脅,我們還應(yīng)該開(kāi)始討論導(dǎo)致虛假信息傳播的結(jié)構(gòu)問(wèn)題,以及應(yīng)該由誰(shuí)來(lái)負(fù)責(zé)保證這些結(jié)構(gòu)不會(huì)受到虛假宣傳的影響。

虛假宣傳的操作者已經(jīng)把目標(biāo)瞄向了公司。我們從國(guó)會(huì)大廈沖擊事件中可以看出對(duì)虛假宣傳不加以控制可能帶來(lái)的危險(xiǎn),以及虛假宣傳對(duì)于人身安全、品牌、信息和公司利潤(rùn)的威脅。所以領(lǐng)導(dǎo)者應(yīng)該做好充分準(zhǔn)備,不要事到臨頭驚慌失措。有一點(diǎn)是不可避免的,那就是相關(guān)信息會(huì)被外國(guó)政府所利用,并出售給不法分子,比如SolarWinds黑客攻擊事件的幕后黑手。信息唾手可得的一面,會(huì)加劇所有人面對(duì)虛假信息時(shí)的脆弱性。(財(cái)富中文網(wǎng))

本文作者麗莎·卡普蘭現(xiàn)任Alethea Group創(chuàng)始人兼CEO、阿貢國(guó)家實(shí)驗(yàn)室(Argonne National Lab)研究員和國(guó)家安全研究所(National Security Institute)研究員。關(guān)注她的Twitter賬號(hào)@lisackaplan。

翻譯:劉進(jìn)龍

審校:汪皓

It will be months before we fully grasp the significance of two key events—the impact of disinformation leading to a violent insurrection culminating in an assault on the U.S. Capitol on Jan. 6, and the impact of the recent digital attack that breached SolarWinds Orion, a network-monitoring software widely used by U.S. government agencies and private-sector organizations.

Those two events each spotlight the same dire problem: The networks that pushed disinformation about the pandemic and the election have demonstrated that the information they weaponize to reach users is not only effective, but deadly. Those same disinformation strategies have been turned against major brands and industries ranging from pharmaceutical companies to online retailers.

Just one false claim alleging a company breach, or a conspiracy theory targeting a company’s practices—such as a single allegation that an employee was involved in the violent insurrection—can set off a chain reaction, making shareholders anxious and customers tense, and putting the brand’s reputation and bottom line in jeopardy.

Organizations can no longer sit back and hope for the best.

Having combated disinformation campaigns in both the public and private sector, I can tell you firsthand that the impacts of online disinformation—both short- and long-term—can be catastrophic. When left unaddressed, online disinformation creates offline impacts affecting reputations, employee safety, and financial bottom lines.

To understand the gravity of this threat, just look to Wayfair, the U.S.-based furniture and home decor e-commerce company, which was recently the target of a viral conspiracy theory. Back in July, an anonymous QAnon conspiracy theorist falsely claimed that the company operated a vast child-trafficking operation in which it shipped and sold children in its industrial cabinets. As a result, the company took a reputational hit, QAnon followers attempted to short the stock, and Wayfair CEO Niraj Shah was personally targeted.

Years earlier, the National Football League found itself at the center of a viral disinformation campaign during the “take a knee” movement, in which various players knelt during the playing of the national anthem to draw attention to police violence against Black people. Nefarious actors used the NFL’s and quarterback Colin Kaepernick’s brands to amplify the already heated rhetoric around the movement on both sides of the debate, employing social-media manipulation tactics in order to achieve their goal of a more polarized United States.

As you’re reading this, pharmaceutical companies Pfizer, Moderna, and especially Johnson & Johnson are battling disinformation campaigns surrounding their COVID-19 vaccines. Rumors have been spread to sow doubt in the vaccines’ effectiveness and challenge the idea that they can be safely administered. (All three vaccines are, in fact, safe and effective, and should be taken if given the opportunity.)

No one has to face this challenge alone. We must stand together against the rising tide of false information that robs our citizens and businesses of truth and facts. Exchanging information and sharing lessons learned is essential. We must work collectively to stay ahead of this ever-growing threat.

Here’s what companies can and must do to prepare for and effectively combat targeted disinformation campaigns:

Assess your vulnerability

Companies must understand their vulnerabilities and the threat actors they are up against in order to form a data-driven strategy to detect and mitigate instances of disinformation and misinformation. Whether a brand is attacked by a nation-state because it’s viewed as closely aligned or representative of a country, or directly targeted by a competitor that has hired a for-profit disinformation actor, at the end of the day it’s your bottom line and customers to lose.

However, knowing your vulnerabilities is half the battle. Having the data to understand how to enhance your brand awareness and directly address the threats against you will enable your organization to artfully play the game of digital chess the 21st century requires.

Establish effective capabilities

Disinformation and false claims spread through the digital universe in a matter of minutes, not months. Online, false information travels six times faster than the truth. The nature of disinformation is fundamentally different than traditional crisis communications or dealing with good old-fashioned lies on the Internet. You simply don’t have time to react; you need to use information that puts you in the driver’s seat.

Companies need to invest resources beyond brand monitoring to understand the digital threats they’re up against when it comes to communicating online. False claims and conspiracy theories are increasingly found beyond the reaches of brand awareness platforms, which primarily rely on Twitter data. With more users now being removed from mainstream platforms for promoting violent and conspiratorial content, we’re seeing an even greater shift toward fringe platforms, from which disinformation can often leap to mainstream feeds.

Companies must get ahead of the rumors, detecting them as soon as possible so that they can address the threat head-on through mitigation tactics ranging from legal to communications options, before it’s too late. If a company cannot do this internally, they should look to outside firms for assistance.

Prepare your workforce

Disinformation fundamentally shifts the way that people think about you and your brand, impacting everyone at your organization—from your call center fielding inquiries from customers about false claims, to your C-suite trying to make decisions about which vendors may pose the greatest risk in your supply chain. Educating employees about the telltale signs of disinformation or misinformation, why it matters, and what to do about it will empower your organization to be more resilient in the face of targeted rumors, false claims, or conspiracies. It will also ensure that employees themselves are not unwilling participants in a nefarious operation.

Be prepared to act

While you might not be able to stop a disinformation campaign from targeting your company, you can mitigate the resulting damage through thorough preparation. Early, decisive action is critical to containing the threat, so companies must have a tried-and-true response plan in place so that when the false narratives start, you are in control. While there is no one-size-fits-all approach to effectively responding to disinformation your organization’s plan should cover: Who is involved in the response; what are the short-term, medium-term, and long-term goals for combating disinformation; and how will you respond and when? All of these decisions should be unique to each organization and its goals, as well as its appetite for risk and the organization’s threat landscape.

These are all steps that companies can and should take. But the conversation shouldn’t stop there. In order to address the broader threat posed by disinformation, we also need to start talking about the structures that led to its proliferation and who should be held accountable for safeguarding those structures against disinformation.

Disinformation operators have their sights set on businesses. We’ve seen from the events at the Capitol how dangerous disinformation can be when left unchecked, and the threats it poses to physical safety, brands, reputations, and bottom lines. That’s why leaders should be prepared, not surprised. The availability of information that will inevitably be exploited by foreign governments and sold to criminals vis-à-vis the SolarWinds hack increases the vulnerability to disinformation for all of us.

Lisa Kaplan is the founder and CEO of Alethea Group, an associate of Argonne National Lab, and a fellow at the National Security Institute. Follow her on Twitter at @lisackaplan.

財(cái)富中文網(wǎng)所刊載內(nèi)容之知識(shí)產(chǎn)權(quán)為財(cái)富媒體知識(shí)產(chǎn)權(quán)有限公司及/或相關(guān)權(quán)利人專(zhuān)屬所有或持有。未經(jīng)許可,禁止進(jìn)行轉(zhuǎn)載、摘編、復(fù)制及建立鏡像等任何使用。
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